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Recent, frequent outages and errors in modem log

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Regular Visitor

Recent, frequent outages and errors in modem log

Hello, and thanks in advance for any help you can give me!

 

In roughly the last 10 days I've noticed a drop in my WAN connection for anywhere from a few minutes to an hour or so, about once per day. The LAN functions perfectly fine, but there's no connection to the internet. Resetting the cable modem has worked most of the time, although in one instance I had to reset it twice within a 10-minute span. A similar problem with similar errors in the modem log arose about two years ago and resulted in a tech coming to work on the incoming connection where the line meets my apartment building. I'm now even more certain it's an issue outside the building, because when it happened previously, I was actually in a different unit. (My current unit had new cable installed by a tech about 18 months ago.) Unfortunately, this is now more serious, because I'm working from home.

 

I've checked all the connections, and there are no splitters inside my unit. The cable modem is an Arris SB6183, and here's what I pulled from the log today:

 

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM25625579000000 Hz5.3 dBmV40.1 dB9630
2LockedQAM25626585000000 Hz4.8 dBmV40.2 dB13180
3LockedQAM25627591000000 Hz4.9 dBmV40.2 dB13040
4LockedQAM25628597000000 Hz4.6 dBmV40.1 dB15280
5LockedQAM25629603000000 Hz4.9 dBmV40.2 dB17630
6LockedQAM25630609000000 Hz4.5 dBmV40.1 dB20430
7LockedQAM25631615000000 Hz4.5 dBmV40.0 dB28720
8LockedQAM25632621000000 Hz4.7 dBmV40.1 dB31800
9LockedQAM25633627000000 Hz4.9 dBmV40.1 dB36150
10LockedQAM25634633000000 Hz4.8 dBmV40.0 dB35200
11LockedQAM25635639000000 Hz4.9 dBmV40.0 dB43610
12LockedQAM25636645000000 Hz4.8 dBmV40.0 dB47550
13LockedQAM25637651000000 Hz4.8 dBmV39.9 dB52640
14LockedQAM25638657000000 Hz5.0 dBmV39.9 dB57710
15LockedQAM25639663000000 Hz5.3 dBmV40.0 dB54460
16LockedQAM25640669000000 Hz5.3 dBmV40.0 dB49830

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA15120 Ksym/sec35600000 Hz43.7 dBmV
2LockedATDMA25120 Ksym/sec29200000 Hz43.2 dBmV
3LockedATDMA3

5120 Ksym/sec

22800000 Hz42.2 dBmV
4LockedATDMA45120 Ksym/sec16400000 Hz43.0 dBmV

 

Time Priority Description
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Sat Oct 17 15:17:27 2020Warning (5)Dynamic Range Window violation
Sun Oct 18 15:58:54 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 15:59:27 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 15:59:39 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:01:34 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:02:06 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:02:06 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:02:14 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:02:34 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:03:06 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:03:18 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:03:54 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:04:26 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:04:38 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:05:14 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:05:46 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:06:13 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:06:46 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:07:53 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:08:26 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:09:13 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:09:46 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:10:33 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:11:06 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:11:53 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:12:25 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:13:13 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:13:45 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:14:33 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:15:05 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:15:53 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:16:25 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:17:13 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:17:45 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:18:32 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:19:05 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:19:52 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:20:25 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:21:12 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:22:17 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:22:52 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:23:57 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:24:32 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:25:37 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:26:12 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Sun Oct 18 16:27:17 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9c:43:a6;CMTS-MAC=00:ca:e5:3c:40:e9;CM-QOS=1.1;CM-VER=3.0;
Highlighted
Expert

Re: Recent, frequent outages and errors in modem log

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: Recent, frequent outages and errors in modem log

Hi, 30DM5. Thank you for your detailed post. We appreciate you posting here in the community for support! So sorry to hear about the complications with your internet service. We definitely want to look into this and help you iron everything out. We can take a look at some additional diagnostics on this end. To get started, please send me a PM with your first and last name. 

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  

 

We look forward to hearing from you and working together!


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

Re: Recent, frequent outages and errors in modem log

Thank you very much!!

Highlighted
Official Employee

Re: Recent, frequent outages and errors in modem log

Of course! Please be sure to include your first and last name in your PM, I didn't see it. Thanks!


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Regular Visitor

Re: Recent, frequent outages and errors in modem log

Hello @ComcastMorgan ! Did you receive the most recent PM I sent? Please let me know if I need to re-send it. Thanks again!

Highlighted
Official Employee

Re: Recent, frequent outages and errors in modem log

I sure did, 30DM5. I just replied! Talk to you soon. 🙂


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