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Unstable Internet Connection, frequent long disconnects

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Regular Visitor

Unstable Internet Connection, frequent long disconnects

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

 

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Regular Visitor

Re: Unstable Internet Connection, frequent long disconnects

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 

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Expert

Re: Unstable Internet Connection, frequent long disconnects

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 !

 



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Highlighted
Official Employee

Re: Unstable Internet Connection, frequent long disconnects

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. 

 


I am an Official Comcast Employee.
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.
Was your question answered? Mark the post as Best Answer!