Unstable Internet Connection, frequent long disconnects

[adrian7780]

Hey all, my internet has been up and down since last sunday (4/27). A few months ago comcast replaced both the line from my property line pole to my house and the line from the property rear corner to the pole (orange coax cable still laying on the ground in my yard) as I was facing a similar issue then. The problem did not go away immediately after the line change but cleared up a few days later.

I am facing the same issue now. The  connection will sometimes drop for hours at a time, (this saturday it was out most of the day), other times it will be up for hours with some packet loss. I am working from home  and burning through my LTE data plan. Phone support is not helpful, they say everything looks fine to them, next tech appointment is weeks away they say. Modem (my own tp link tc 7610) and router ( ASUS ) have been restarted dozens of times. 

Here are the logs and signal stats from my modem. Appreciate the help. -Adrian

Time	Priority	Description
Mon May 04 09:18:18 2020	Warning (5)	Unicast DSID PSN startup error
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=18:d6:c7:23:3a:2e;CMTS-MAC=00:9e:1e:58:89:60;CM-QOS=1.0;CM-VER=3.0;
Mon May 04 09:16:43 2020	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=18:d6:c7:23:3a:2e;CMTS-MAC=00:9e:1e:58:89:60;CM-QOS=1.0;CM-VER=3.0;
Fri May 01 12:31:05 2020	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=18:d6:c7:23:3a:2e;CMTS-MAC=00:9e:1e:58:89:60;CM-QOS=1.0;CM-VER=3.0;
Thu Apr 30 08:38:02 2020	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=18:d6:c7:23:3a:2e;CMTS-MAC=00:9e:1e:58:89:60;CM-QOS=1.0;CM-VER=3.0;
Wed Apr 29 09:00:41 2020	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=18:d6:c7:23:3a:2e;CMTS-MAC=00:9e:1e:58:89:60;CM-QOS=1.0;CM-VER=3.0;
Tue Apr 28 09:21:16 2020	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=18:d6:c7:23:3a:2e;CMTS-MAC=00:9e:1e:58:89:60;CM-QOS=1.0;CM-VER=3.0;
Mon Apr 27 08:47:30 2020	Critical (3)	Resetting the cable modem due to docsDevResetNow
Mon Apr 27 07:12:12 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:d6:c7:23:3a:2e;CMTS-MAC=00:9e:1e:58:89:60;...
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=18:d6:c7:23:3a:2e;CMTS-MAC=00:9e:1e:58:89:60;CM-QOS=1.0;CM-VER=3.0;
Mon Apr 27 06:58:43 2020	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=18:d6:c7:23:3a:2e;CMTS-MAC=00:9e:1e:58:89:60;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 26 19:27:17 2020	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=18:d6:c7:23:3a:2e;CMTS-MAC=00:9e:1e:58:89:60;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 26 18:01:48 2020	Critical (3)	Resetting the cable modem due to docsDevResetNow
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=18:d6:c7:23:3a:2e;CMTS-MAC=00:9e:1e:58:89:60;CM-QOS=1.0;CM-VER=3.0;
Fri Mar 20 11:27:53 2020	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18...

Start Up Procedure

Procedure	Status	Comment
Acquire Downstream Channel	603000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK	d11_m_tc7610_speedtierextreme2_c01.cm
Security	Enabled	BPI+

Downstream Bonded Channels

Channel	Status	Modulation	Channel ID	Frequency	Power	SNR
1	Locked	QAM256	29	603000000 Hz	2.8 dBmV	39.0 dB
2	Locked	QAM256	25	579000000 Hz	4.6 dBmV	40.8 dB
3	Locked	QAM256	26	585000000 Hz	4.4 dBmV	40.4 dB
4	Locked	QAM256	27	591000000 Hz	3.8 dBmV	40.3 dB
5	Locked	QAM256	28	597000000 Hz	3.2 dBmV	39.5 dB
6	Locked	QAM256	30	609000000 Hz	2.9 dBmV	39.0 dB
7	Locked	QAM256	31	615000000 Hz	3.3 dBmV	39.3 dB
8	Locked	QAM256	32	621000000 Hz	4.1 dBmV	39.5 dB

Upstream Bonded Channels

Channel	Status	Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	5	5120 ksym/sec	35800000 Hz	44.8 dBmV
2	Locked	ATDMA	6	5120 ksym/sec	29400000 Hz	44.8 dBmV
3	Locked	ATDMA	7	5120 ksym/sec	23000000 Hz	44.8 dBmV
4	Locked	ATDMA	8	5120 ksym/sec	16600000 Hz	44.8 dBmV

[adrian7780]

Connection was up all day yesterday into this morning, now out again. Called comcast, got a tier 1 tech. She said systems were saying to change IP (she didn't know what that meant, or how to do it) and also for me to call TP-Link to change some settings (huh?). I have a TC-7610 which i don't think even has any settings to change... -Adrian 

[EG]

The signal stats are o/k but the error log entries indicate 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 will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

[ComcastChe]

Hi @adrian7780, 

Welcome to the Xfinity Forums and thank you for sharing your experience. I'm sorry that you're still having these intermittent connectivity issues. I'd be more than happy to review your account and check for any noise on the line or issues at the node. 

To get started, please send me a private message with your first and last name (and the name of the account holder) and the house number associated with your service address. To send a private message, click on "ComcastChe" and then click send a message.