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Temporary loss of internet connection daily

Highlighted
Frequent Visitor

Temporary loss of internet connection daily

In the past two weeks or so, I have been experiencing temporary loss of internet connection daily. I have contacted xfinity several times through chat and calls. As they suggested, I have replaced literally everything inside my house. I have now a new modem and a new RG6 cable directly connected from outside to my modem. But the problem continues. Last night I have lost about 30 minutes of internet, and this morning another 3 minutes. The event log shows a lot of T3, T4 errors, for example, this is the log for this morning:

 

ime Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Fri Aug 14 07:08:23 2020Critical (3)REG RSP not received;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 14 08:58:50 2020Critical (3)Resetting the cable modem due to docsDevResetNow
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Fri Aug 14 09:00:01 2020Critical (3)

REG RSP not received;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;

 

 

 

This is the log yesterday night:

MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 11:16:55 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 11:17:02 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:01:03 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:01:16 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:01:23 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:01:36 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:02:51 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:03:17 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:06:30 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:06:30 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:06:58 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:10:08 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:10:09 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:10:33 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:13:45 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:13:46 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:13:50 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:14:06 2020 Critical (3) No UCDs Received - Timeout;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:14:31 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:17:38 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:17:43 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:18:06 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:21:07 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:21:12 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:21:36 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:24:46 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:24:47 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:24:50 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:25:07 2020 Critical (3) No UCDs Received - Timeout;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:25:08 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:25:34 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:28:33 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:28:38 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:29:02 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:32:15 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:32:15 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:32:20 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:32:45 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:35:58 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:35:58 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:36:03 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:36:26 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:39:26 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:39:31 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:39:32 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:39:37 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:39:38 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:39:42 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:40:07 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:43:19 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:43:20 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Aug 13 18:43:45 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:46:46 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 13 18:46:54 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.0;CM-VER=3.0;
Thu Aug 13 18:47:19 2020 Critical (3) TLV-11 - Illegal Set operation failed;CM-MAC=74:ea:e8:ee:22:f8;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;

 

A copy of the curent status is shown below:

Status

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

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

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM25613483000000 Hz7.7 dBmV39.4 dB00
2LockedQAM2561405000000 Hz8.1 dBmV39.9 dB00
3LockedQAM2562411000000 Hz8.0 dBmV39.8 dB00
4LockedQAM2563417000000 Hz8.0 dBmV39.4 dB00
5LockedQAM2564423000000 Hz8.1 dBmV39.7 dB00
6LockedQAM2565429000000 Hz7.8 dBmV39.7 dB00
7LockedQAM2566435000000 Hz8.1 dBmV39.7 dB00
8LockedQAM2567447000000 Hz7.8 dBmV39.6 dB00
9LockedQAM2568453000000 Hz7.4 dBmV39.5 dB00
10LockedQAM2569459000000 Hz7.2 dBmV39.5 dB00
11LockedQAM25610465000000 Hz7.3 dBmV39.5 dB00
12LockedQAM25611471000000 Hz7.5 dBmV39.5 dB10
13LockedQAM25612477000000 Hz7.6 dBmV39.4 dB00
14LockedQAM25614489000000 Hz7.9 dBmV39.4 dB00
15LockedQAM25615495000000 Hz8.0 dBmV39.4 dB00
16LockedQAM25616501000000 Hz8.0 dBmV39.3 dB00

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA45120 Ksym/sec16400000 Hz48.0 dBmV
2LockedATDMA15120 Ksym/sec35600000 Hz48.0 dBmV
3LockedATDMA25120 Ksym/sec29200000 Hz46.5 dBmV
4LockedATDMA35120 Ksym/sec22800000 Hz46.5 dBmV



 

Can you help me to look into and solve the issue? Thank you.

 

Highlighted
Frequent Visitor

Re: Temporary loss of internet connection daily

Just now it's another 10 minutes loss of connection. I noticed that now the modem only has 1 upstream - normally it was 4 streams, and I am using SB6183

 

Fri Aug 14 09:00:01 2020Critical (3)REG RSP not received;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 14 11:39:30 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 14 11:40:02 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 14 11:48:09 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 14 11:48:41 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 14 11:49:29 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 14 11:49:41 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 14 11:49:49 2020Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 14 11:50:01 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Fri Aug 14 11:50:53 2020Critical (3)REG RSP not received;CM-MAC=50:95:51:57:2a:03;CMTS-MAC=70:6e:6d:2c:f2:40;CM-QOS=1.1;CM-VER=3.0;

 

Status

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

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

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM25617507000000 Hz7.5 dBmV39.0 dB00
2LockedQAM25618513000000 Hz7.3 dBmV39.2 dB00
3LockedQAM25619519000000 Hz7.2 dBmV39.3 dB00
4LockedQAM25620525000000 Hz6.9 dBmV39.1 dB00
5LockedQAM25621531000000 Hz6.5 dBmV38.8 dB00
6LockedQAM25622537000000 Hz6.2 dBmV38.6 dB00
7LockedQAM25623543000000 Hz5.9 dBmV38.3 dB00
8LockedQAM25624549000000 Hz5.8 dBmV38.1 dB00
9LockedQAM25625555000000 Hz5.6 dBmV37.9 dB00
10LockedQAM25626561000000 Hz5.2 dBmV37.7 dB00
11LockedQAM25627567000000 Hz5.2 dBmV37.6 dB00
12LockedQAM25628573000000 Hz5.1 dBmV37.5 dB00
13LockedQAM25629579000000 Hz5.4 dBmV37.3 dB00
14LockedQAM25630585000000 Hz5.6 dBmV37.4 dB00
15LockedQAM25631591000000 Hz5.9 dBmV37.3 dB00
16LockedQAM25632597000000 Hz6.2 dBmV37.3 dB00

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA45120 Ksym/sec16400000 Hz

50.0 dBmV

 

 

 

 

Highlighted
Expert

Re: Temporary loss of internet connection daily

The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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Highlighted
Frequent Visitor

Re: Temporary loss of internet connection daily

 

 

Thank you for the reply. I have already bought a new modem and used a new cable directly connect my modem to the outside cable. I only have internet service, so I dont have any splitters.

 

How can I get a tech visit appointment? I tried to chat and call, but they all said they can't help to schedule a visit. 

Highlighted
Frequent Visitor

Re: Temporary loss of internet connection daily

And just then there was a third drop today. This time I have to reboot the modem to get the internet back online. The status is listed below.
 
Status

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

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

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM25633603000000 Hz6.1 dBmV37.3 dB00
2LockedQAM25641651000000 Hz2.5 dBmV36.2 dB00
3LockedQAM25642657000000 Hz0.4 dBmV35.6 dB00
4LockedQAM25643663000000 Hz-1.2 dBmV35.2 dB00
5LockedQAM25644669000000 Hz0.3 dBmV35.5 dB00
6LockedQAM25634609000000 Hz6.1 dBmV37.3 dB00
7LockedQAM25635615000000 Hz6.1 dBmV37.3 dB00
8LockedQAM25636621000000 Hz5.6 dBmV37.2 dB00
9LockedQAM25637627000000 Hz5.3 dBmV37.2 dB00
10LockedQAM25638633000000 Hz4.9 dBmV37.0 dB00
11LockedQAM25639639000000 Hz4.1 dBmV36.7 dB00
12LockedQAM25640645000000 Hz3.5 dBmV36.6 dB00
13LockedQAM25629579000000 Hz4.7 dBmV37.2 dB00
14LockedQAM25630585000000 Hz5.0 dBmV37.3 dB00
15LockedQAM25631591000000 Hz5.2 dBmV37.2 dB00
16LockedQAM25632597000000 Hz5.5 dBmV37.2 dB00

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA45120 Ksym/sec16400000 Hz50.5 dBmV
2LockedATDMA15120 Ksym/sec35600000 Hz54.0 dBmV
3LockedATDMA25120 Ksym/sec29200000 Hz51.5 dBmV
4LockedATDMA35120 Ksym/sec22800000 Hz50.5 dBmV
Highlighted
Expert

Re: Temporary loss of internet connection daily

Upstream power out of spec.. Insist on a tech visit !! Ask for a tier 2 rep and or a supervisor / manager !

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck with it !!



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Frequent Visitor

Re: Temporary loss of internet connection daily

Thank you. I will try to see if I can get a tech visit. Last time I called, the person insists that my network is fine and they can't send a tech due to covid issue.

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Frequent Visitor

Re: Temporary loss of internet connection daily

Spent a whole afternoon trying to book a tech visit, but won't be able to get one. called for help and wasted the entire time rebooting the modem and the rep insisted everything looked fine and they won't be able to schedule a tech visit.

 

Also did an online chat and the rep said he tried to schedule a tech for me but went back with an error. He said he scheduled a call-back for me and the "advance team" would contact me shortly, but I have yet to received the call. 

 

Is it this difficult to get a tech visit from Comcast nowadays? I am really frustrated. I am a teacher who will start teaching realtime online courses via Zoom in 10 days, and my 2 kids will start online classes soon also. I am really worried that this issue will affect my work and life. 

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Frequent Visitor

Re: Temporary loss of internet connection daily

Just now the fourth time today my internet was disconnected. I am about to cancel the Comcast service. I need to get this done in 10 days or I won't be able to return the new modem I just bought. It is a shame that the city we live do not have many ISP options, but I will give ATT Fiber a try. 

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New Poster

Re: Temporary loss of internet connection daily

Xfinity is just garbage. They advertise high speeds but only provide them sporadically. I highly encourage changing ISPs.