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disconnections in morning intermittently, netgear modem

tpoynton
Frequent Visitor

disconnections in morning intermittently, netgear modem

Greetings, thanks for looking.  Been having problems with disconnecting for a few months, some days worse than others but it usually gets better by 8am or so.  I swapped out wifi router with known good router and had same issue, and the error log in modem has a few entries that I'll post below.  I reset (turn off modem, disconnect cable) multiple times, still comes back most mornings.  I think it's either a bad modem (bought in sep 2019) or something with cable connection.  I swapped out both cables between line into house and splitter, but dont yet have spare splitter to swap out.

 

modem is netgear CM1150V

 

recent info from log, errors same below

 

 
 
 
 
 
TimePriorityDescription
Sun Jan 24 07:05:28 2021Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d1:3e:c0;CMTS-MAC=04:2a:e2:c6:e1:cd;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 24 07:05:14 2021Notice (6)CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d1:3e:c0;CMTS-MAC=04:2a:e2:c6:e1:cd;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 24 07:05:06 2021Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d1:3e:c0;CMTS-MAC=04:2a:e2:c6:e1:cd;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 24 07:05:05 2021Warning (5)REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=28:80:88:d1:3e:c0;CMTS-MAC=04:2a:e2:c6:e1:cd;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 24 07:04:56 2021Notice (6)TLV-11 - unrecognized OID;CM-MAC=28:80:88:d1:3e:c0;CMTS-MAC=04:2a:e2:c6:e1:cd;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d1:3e:c0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 24 06:11:49 2021Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d1:3e:c0;CMTS-MAC=04:2a:e2:c6:e1:cd;CM-QOS=1.1;CM-VER=3.1;

 

here's info from cable connection page

 

 

ProcedureStatusComment
Acquire Downstream Channel627000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnabledBPI+
IP Provisioning ModeHonor MDDhonorMdd(4)
 
 
 
Downstream Bonded Channels 
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25629627000000 Hz6.4 dBmV41.8 dB00
2LockedQAM2561453000000 Hz6.3 dBmV42.7 dB00
3LockedQAM2562459000000 Hz6.4 dBmV42.6 dB00
4LockedQAM2563465000000 Hz6.4 dBmV42.5 dB00
5LockedQAM2564471000000 Hz6.3 dBmV42.4 dB00
6LockedQAM2565477000000 Hz6.3 dBmV42.4 dB00
7LockedQAM2566483000000 Hz6.3 dBmV42.3 dB00
8LockedQAM2567489000000 Hz6.3 dBmV42.2 dB00
9LockedQAM2568495000000 Hz6.5 dBmV42.3 dB00
10LockedQAM2569501000000 Hz6.7 dBmV42.4 dB00
11LockedQAM25610507000000 Hz6.9 dBmV42.3 dB00
12LockedQAM25611513000000 Hz6.9 dBmV42.3 dB00
13LockedQAM25612519000000 Hz6.7 dBmV42.3 dB00
14LockedQAM25613525000000 Hz6.7 dBmV42.3 dB00
15LockedQAM25614531000000 Hz6.6 dBmV42.2 dB00
16LockedQAM25615537000000 Hz6.6 dBmV42 dB00
17LockedQAM25616543000000 Hz6.5 dBmV41.8 dB00
18LockedQAM25617555000000 Hz6.9 dBmV42.1 dB00
19LockedQAM25618561000000 Hz7.2 dBmV42.1 dB00
20LockedQAM25619567000000 Hz7.1 dBmV42.2 dB00
21LockedQAM25620573000000 Hz7.2 dBmV42.3 dB00
22LockedQAM25621579000000 Hz7.2 dBmV42.3 dB00
23LockedQAM25622585000000 Hz6.9 dBmV42.2 dB00
24LockedQAM25623591000000 Hz6.6 dBmV41.9 dB00
25LockedQAM25624597000000 Hz6.1 dBmV41.5 dB00
26LockedQAM25625603000000 Hz5.9 dBmV41.4 dB00
27LockedQAM25626609000000 Hz5.5 dBmV41.1 dB00
28LockedQAM25627615000000 Hz5.7 dBmV41.3 dB00
29LockedQAM25628621000000 Hz6 dBmV41.5 dB00
30LockedQAM25630633000000 Hz6.6 dBmV41.9 dB00
31LockedQAM25631639000000 Hz7 dBmV42.1 dB00
32LockedQAM25632645000000 Hz7.3 dBmV42.2 dB00
 
 
 
Upstream Bonded Channels 
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA15120 Ksym/sec36500000 Hz49.5 dBmV
2LockedATDMA25120 Ksym/sec30100000 Hz50.5 dBmV
3LockedATDMA35120 Ksym/sec23700000 Hz51 dBmV
4LockedATDMA45120 Ksym/sec17300000 Hz52 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
 
 
 
Downstream OFDM Channels 
ChannelLock
Status
Modulation /
Profile ID
Channel
ID
FrequencyPowerSNR /
MER
Active Subcarrier
Number Range
Unerrored
Codewords
Correctable
Codewords
Uncorrectable
Codewords
1Locked0159702000000 Hz10.4 dBmV43.3 dB1126 ~ 29692288148700
2Not Locked000 Hz0 dBmV0.0 dB0 ~ 4095000
 
 
 
Upstream OFDMA Channels 
ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not Locked000 Hz0 dBmV
2Not Locked000 Hz0 dBmV
 
 
 
Current System Time:Sun Jan 24 07:14:53 2021 
System Up Time:00:10:44 

 

appreciate your looking and thinking about this!

EG
Expert

Re: disconnections in morning intermittently, netgear modem

The upstream power is too high and it may be intermittently fluctuating even farther out of spec. 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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tpoynton
Frequent Visitor

Re: disconnections in morning intermittently, netgear modem

Thanks so much for reply! Yeah no other splitters but the one, and it's right where wire comes into house. I'll try swapping out splitter. I actually do have my old modem I could use in a pinch, upgraded to netgear so wife could send faxes. But it sounds like maybe wiring or connection more likely culprit,. Again appreciated, thanks!
EG
Expert

Re: disconnections in morning intermittently, netgear modem

Good luck with it !



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tpoynton
Frequent Visitor

Re: disconnections in morning intermittently, netgear modem

I found a 900mhz 2 way splitter to replace the 1000mhz 3 way. I guess time will tell, will update here if better. Upstream power now 48 to 49.5, so a little lower.
EG
Expert

Re: disconnections in morning intermittently, netgear modem

The splitter should really be a 5 to 1002 MHz one.

 

Here are some quality brand splitters that Comcast actually uses in different market areas;

Antronix CMC2002H 2-Way Splitter: http://www.amazon.com/Antronix-CMC2002H-2-Way-Splitter/dp/B001E4OH1E

Regal 2 WAY 1 GHZ Splitter: http://www.amazon.com/DIG702867-Regal-WAY-GHZ-SPLITTER/dp/B0018BQMUM/ref=sr_1_2?s=electronics&ie=UTF...

Extreme Broadband BDS102H 2-Way Digital Coax Splitter: http://www.amazon.com/EXTREME-DIGITAL-PERFORMANCE-CABLE-SPLITTER/dp/B007YV0UQW

Holland 2-way horizontal splitter 5-1000 MHz with ground.http://www.3starinc.com/holland_2-way_horizontal_splitter_5-1000_mhz-w-ground.html

Sv-2g 2-way Splitter 5-1000mhz: http://www.amazon.com/Sv-2g-2-way-Splitter-5-1000mhz-Sv2g/dp/B003TH36CK






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tpoynton
Frequent Visitor

Re: disconnections in morning intermittently, netgear modem

Thanks again for reply - I ordered one that looks just like the one in the troubleshooting sticky.  I was hoping things were better, but they were a bit worse than usual this morning.  I'm going to wait for the splitter to come in Wednesday and try that, and if that doesnt work I'm going to try my old modem and live without telephone service for a day or two and see where we're at.  I did call support before posting here, and they basically just verified the MAC address and told me to call netgear for support, even though most other threads I see (e.g., https://forums.xfinity.com/t5/Your-Home-Network/Errors-Unicast-Maintenance-Ranging-No-Response-recei...) indicate line/signal problem with the unicast maintenance error.  Tech on the phone didnt seem interested in modem error log, maybe he could see it?  And when I asked if the power levels looked OK he said they did.  Anyway, appreciate the continued help EG!

EG
Expert

Re: disconnections in morning intermittently, netgear modem

If you don't get any joy, then as stated, you should get a tech out to investigate the problem.

 

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 !

 

 



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tpoynton
Frequent Visitor

Re: disconnections in morning intermittently, netgear modem

Quick update, internet almost unusable yesterday morning so I swapped in old modem, no problems at all this morning so it might just be the modem, which is unfortunate as it is only 17 months old and out of warranty. I only updated modem with the netgear as I needed to add voice service. 220 bucks for 17 months, I would've been better off renting. But, at the moment anyway, it doesn't seem like an xfinity problem
EG
Expert

Re: disconnections in morning intermittently, netgear modem

The power levels don't lie. There is a line impairment somewhere and it will remain no matter what modem is used. It's just that some makes / models of modems are more tolerant / forgiving of less than stellar quality. Good luck !



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ComcastGabe
Official Employee

Re: disconnections in morning intermittently, netgear modem

Hi, @tpoynton! Thanks for using our Forums page to reach out for help with the internet service concern! At Comcast, we strive in ensuring that you receive the services that you pay for. Are you still experiencing any internet service issues?


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tpoynton
Frequent Visitor

Re: disconnections in morning intermittently, netgear modem

Thanks for checking in, I swapped out the splitter this morning and switched back to netgear modem. Upstream Power levels on sb6141 modem were in the 50 to 52 range but never had any issues, except no voice service on that modem. Upstream levels are now in 47 to 49 range. Problems tended to occur in early morning so i will find out then I suspect. Again thanks for checking in
tpoynton
Frequent Visitor

Re: disconnections in morning intermittently, netgear modem

No problems this morning, upstream power levels 47 to 49, only 1 T3 error in log, but I noticed seems like only latest one time stamped as the was another one earlier that was replaced. No performance issues so far though, so maybe splitter brought down levels enough to make modem happy. I'll give it a few days though before marking as solved, again appreciate the help.
EG
Expert

Re: disconnections in morning intermittently, netgear modem

That is still on the high side but is o/k as long as it remains stable. Hope things hold up for you. Good luck !



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tpoynton
Frequent Visitor

Re: disconnections in morning intermittently, netgear modem

Problem cropped up yesterday for a little bit and again today for much of morning, making internet almost unusable. Upstream power levels slightly over what I posted earlier but not above 50. Any suggestions @ComcastGabe ?
tpoynton
Frequent Visitor

Re: disconnections in morning intermittently, netgear modem

Also, only error in modem log is T3, timestamp updated regularly but doesn't make new entry
ComcastJoeTru
Official Employee

Re: disconnections in morning intermittently, netgear modem

Hi tpoynton. Apologies you are again experiencing trouble with your internet. To begin troubleshooting this morning,  I'd like to perform a diagnostics on signal being sent to and from your modem. If you would like assistance, please send me a private message and include your full name and service address, so I can access your account. Send me a private message by clicking my profile name (ComcastJoeTru), then click "Send a message". 


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