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internet drops and disconnects multiple times a day

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New Poster

internet drops and disconnects multiple times a day

Will I posting my frustration on my internet issue for the last week. Issues with intermittent disconnects for 15 minutes or more daily. A modem reboot will usually help but sometimes it doesn't and I'm dead in the water for 15 - 20 minutes. I rented the Xfinity modem for the last year and the issue started on Sunday this week 11/08/20 and nonstop since. I went in and swap out another Xfinity modem and issues continue. Called customer service and had a tech out yesterday and found nothing. This issue usually happens early in the morning towards the afternoon then stop, I decided to go and pick up a different modem from Bestbuy to eliminate the modem issue but the issue still persists. I've posted what I got from the Netgear event logs, hope someone can help me determine what is wrong. Constant internet drop and disconnects all week have got me to the point of moving to another company but there is no other ISP around to give me service.

 

2020-11-13, 18:42:21

Warning (5)

Dynamic Range Window violation

2020-11-13, 18:42:21

Warning (5)

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 18:42:03

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 18:03:05

Warning (5)

Dynamic Range Window violation

2020-11-13, 18:03:05

Warning (5)

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 16:43:40

Warning (5)

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 16:43:38

Critical (3)

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 16:31:34

Warning (5)

REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:33:57

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:33:51

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:33:40

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:33:32

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:33:22

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:33:12

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:33:03

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:32:52

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:32:43

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:32:23

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:30:09

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:29:43

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:29:35

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:29:09

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:28:56

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:28:39

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:28:36

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:28:23

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:28:16

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:28:01

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:28:00

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:27:54

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:26:54

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

2020-11-13, 12:23:08

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=9c:c9:eb:75:ff:40;CMTS-MAC=d4:2c:44:7d:f1:5b;CM-QOS=1.1;CM-VER=3.1;

 

Procedure

Status

Comment

Acquire Downstream Channel

645000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Security

Enable

BPI+

IP Provisioning Mode

Honor MDD

IPv6 only

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR / MER

Unerrored Codewords

Correctable Codewords

Uncorrectable Codewords

1

Locked

QAM256

41

645000000 Hz

5.8 dBmV

38.8 dB

622809120

22029

194

2

Locked

QAM256

33

597000000 Hz

3.4 dBmV

38.3 dB

621695053

25617

261

3

Locked

QAM256

34

603000000 Hz

4.5 dBmV

38.7 dB

621711630

16912

245

4

Locked

QAM256

35

609000000 Hz

4.3 dBmV

38.5 dB

621706910

14169

233

5

Locked

QAM256

36

615000000 Hz

4.8 dBmV

38.8 dB

621724970

17070

274

6

Locked

QAM256

37

621000000 Hz

4.5 dBmV

38.7 dB

621732890

17590

244

7

Locked

QAM256

38

627000000 Hz

5.8 dBmV

39.0 dB

621742730

15603

216

8

Locked

QAM256

39

633000000 Hz

5.3 dBmV

38.7 dB

621748283

16853

231

9

Locked

QAM256

40

639000000 Hz

5.9 dBmV

38.8 dB

621751278

20158

240

10

Locked

QAM256

42

651000000 Hz

6.7 dBmV

39.1 dB

621759699

18876

168

11

Locked

QAM256

43

657000000 Hz

6.1 dBmV

39.1 dB

621761951

20602

202

12

Locked

QAM256

44

663000000 Hz

6.9 dBmV

39.2 dB

621761677

24483

159

13

Locked

QAM256

13

471000000 Hz

4.7 dBmV

40.4 dB

654622904

277

240

14

Locked

QAM256

14

477000000 Hz

4.8 dBmV

40.4 dB

654626401

266

245

15

Locked

QAM256

15

483000000 Hz

4.8 dBmV

40.6 dB

654630160

277

279

16

Locked

QAM256

16

489000000 Hz

5.1 dBmV

40.7 dB

654633720

227

202

17

Locked

QAM256

17

495000000 Hz

5.2 dBmV

40.5 dB

654642829

239

185

18

Locked

QAM256

18

507000000 Hz

5.2 dBmV

40.5 dB

654646693

213

125

19

Locked

QAM256

19

513000000 Hz

5.5 dBmV

40.7 dB

654650698

186

135

20

Locked

QAM256

20

519000000 Hz

5.5 dBmV

40.6 dB

654654082

183

138

21

Locked

QAM256

21

525000000 Hz

4.9 dBmV

39.9 dB

654657473

409

147

22

Locked

QAM256

22

531000000 Hz

4.4 dBmV

40.1 dB

654660697

615

169

23

Locked

QAM256

23

537000000 Hz

4.3 dBmV

40.1 dB

654664451

816

177

24

Locked

QAM256

24

543000000 Hz

3.9 dBmV

39.8 dB

654668297

989

168

25

Locked

QAM256

25

549000000 Hz

4.1 dBmV

39.6 dB

654671861

1167

172

26

Locked

QAM256

26

555000000 Hz

4.8 dBmV

39.8 dB

654674931

1646

251

27

Locked

QAM256

27

561000000 Hz

4.8 dBmV

39.7 dB

654678416

1706

233

28

Locked

QAM256

28

567000000 Hz

4.6 dBmV

39.6 dB

654681926

2056

249

29

Locked

QAM256

29

573000000 Hz

4.1 dBmV

39.4 dB

654684341

2799

219

30

Locked

QAM256

30

579000000 Hz

4.3 dBmV

39.3 dB

654687889

4045

315

31

Locked

QAM256

31

585000000 Hz

3.4 dBmV

39.0 dB

654701195

7213

224

32

Locked

QAM256

32

591000000 Hz

3.1 dBmV

38.0 dB

654664055

31215

262

 

Upstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

1

Locked

ATDMA

1

37800000 Hz

49.8 dBmV

2

Locked

ATDMA

2

31400000 Hz

49.3 dBmV

3

Locked

ATDMA

3

25000000 Hz

48.3 dBmV

4

Locked

ATDMA

4

18600000 Hz

48.3 dBmV

5

Not Locked

Unknown

0

0 Hz

0.0 dBmV

6

Not Locked

Unknown

0

0 Hz

0.0 dBmV

7

Not Locked

Unknown

0

0 Hz

0.0 dBmV

8

Not Locked

Unknown

0

0 Hz

0.0 dBmV

 

Downstream OFDM Channels

Channel

Lock Status

Modulation / Profile ID

Channel ID

Frequency

Power

SNR / MER

Active Subcarrier Number Range

Unerrored Codewords

Correctable Codewords

Uncorrectable Codewords

1

Locked

0

159

690000000 Hz

7.8 dBmV

38.3 dB

1126 ~ 2969

557290861

108195

0

2

Not Locked

0

0

0 Hz

-1.4 dBmV

0.0 dB

0 ~ 4095

0

0

0

 

Upstream OFDMA Channels

Channel

Lock Status

Modulation / Profile ID

Channel ID

Frequency

Power

1

Not Locked

Unknown

0

0 Hz

0 dBmV

2

Not Locked

Unknown

0

0 Hz

0 dBmV

 

 

Highlighted
New Poster

Re: internet drops and disconnects multiple times a day

This is on a Netgear CM1000v2 modem

Highlighted
Expert

Re: internet drops and disconnects multiple times a day

The upstream power is on the high side 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.



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

Re: internet drops and disconnects multiple times a day

There's no other splitter in the middle of the line and it's a straight shot from the modem to the pole lines. Xfinity Tech was out here and wasn't unable to determine what it's is. This is frustrating that I've tried on a new Netgear modem and Xfinity modem (2 swap modem form Xfinity) and no one is able to determine what the issue is. Something has changed from the Xfinity side that is causing this as nothing has been changed in my lines or location of the modem. Thoughts??

Highlighted
Expert

Re: internet drops and disconnects multiple times a day

Get another tech visit until they fix it properly.

 

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 !



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