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internet drops

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internet drops

Hello. I am experiencing frequent internet outages. I have a Netgear Gateway CM500V. Here are my event logs:

 

Time	Priority	Description
Wed Oct 07 17:59:56 2020	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Wed Oct 07 17:59:43 2020	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 07 17:59:40 2020	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:59:11 2020	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Wed Oct 07 17:58:55 2020	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:58:46 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:51:03 2020	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Wed Oct 07 17:50:47 2020	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:50:33 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:41:34 2020	Critical (3)	REG RSP not received;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:41:20 2020	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Wed Oct 07 17:41:08 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 07 17:40:55 2020	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:40:43 2020	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:40:35 2020	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:40:22 2020	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:29:27 2020	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Wed Oct 07 17:29:22 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 07 17:29:17 2020	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 07 17:29:09 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.0;CM-VER=3.0;
Wed Oct 07 17:28:51 2020	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:28:39 2020	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:28:31 2020	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:28:19 2020	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 17:05:34 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 16:44:59 2020	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 16:44:50 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 16:44:15 2020	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 16:44:14 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 16:43:43 2020	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;
Wed Oct 07 16:43:14 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=cc:40:d0:22:25:80;CMTS-MAC=b0:90:7e:0e:99:5b;CM-QOS=1.1;CM-VER=3.0;

Here are my modem stats:

 

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	1	405000000 Hz	0 dBmV	40.2 dB	27121	20060
2	Locked	QAM256	2	411000000 Hz	0 dBmV	40.1 dB	27403	20136
3	Locked	QAM256	3	417000000 Hz	0.1 dBmV	40.1 dB	25950	19089
4	Locked	QAM256	4	423000000 Hz	0.3 dBmV	40 dB	25229	19098
5	Locked	QAM256	5	429000000 Hz	0.3 dBmV	40 dB	25062	18891
6	Locked	QAM256	6	435000000 Hz	0.4 dBmV	40 dB	31918	22142
7	Locked	QAM256	7	447000000 Hz	0.5 dBmV	39.9 dB	23230	17629
8	Locked	QAM256	8	453000000 Hz	0.6 dBmV	39.9 dB	23265	17644
9	Locked	QAM256	9	459000000 Hz	0.4 dBmV	39.8 dB	23289	17432
10	Locked	QAM256	10	465000000 Hz	0.3 dBmV	39.7 dB	22352	17549
11	Locked	QAM256	11	471000000 Hz	0.2 dBmV	39.7 dB	24206	17740
12	Locked	QAM256	12	477000000 Hz	0.1 dBmV	39.7 dB	22632	16772
13	Locked	QAM256	13	483000000 Hz	0.2 dBmV	39.7 dB	25923	18409
14	Locked	QAM256	14	489000000 Hz	0 dBmV	39.7 dB	22714	16444
15	Locked	QAM256	15	495000000 Hz	0.2 dBmV	39.7 dB	23465	16548
16	Locked	QAM256	16	501000000 Hz	0.1 dBmV	39.6 dB	22647	17137
 
Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	5120 Ksym/sec	35600000 Hz	49 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	29200000 Hz	48 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	22800000 Hz	49 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	16400000 Hz	48 dBmV

Does anyone have any suggestions as to how to proceed? I had a technician out this morning and he replaced the line from the pole to the house.  I am hoping the above data can give an idea as to what the problem might be...

Thanks,

-Robert

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Expert

Re: internet drops

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.



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