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random modem restarts

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Frequent Visitor

random modem restarts

have been having internet issues, it would go out for about 5-10 then come back on, and at times my modem would restart also. after looking at event logs in my modem this is what i see. 

Aug 19 2020 20:06:49Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Aug 19 2020 20:04:38Error (4)CheckDmgProvision dmg_provisioning process is not running, need to restart.
Aug 19 2020 16:43:02Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Aug 19 2020 16:36:18Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 19 2020 16:36:09Warning (5)Lost MDD Timeout
Aug 19 2020 16:36:03Critical (3)SYNC Timing Synchronization failure - Loss of Sync
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Aug 19 2020 16:25:19Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 19 2020 16:24:55Warning (5)Lost MDD Timeout
Aug 19 2020 16:24:50Critical (3)SYNC Timing Synchronization failure - Loss of Sync
Aug 19 2020 16:19:37Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 19 2020 16:19:28Warning (5)TEK Invalid - Invalid Key Sequence Number
Aug 19 2020 16:18:48Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 19 2020 16:18:25Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted
Aug 19 2020 16:18:25Critical (3)Ranging Request Retries exhausted
Aug 19 2020 16:12:00Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 19 2020 16:11:36Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted
Aug 19 2020 16:11:36Critical (3)Ranging Request Retries exhausted
Aug 19 2020 16:05:12Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 19 2020 16:04:48Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted
Aug 19 2020 16:04:48Critical (3)Ranging Request Retries exhausted
Aug 19 2020 15:58:23Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 19 2020 15:57:59Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted
Aug 19 2020 15:57:59Critical (3)Ranging Request Retries exhausted
Aug 19 2020 15:51:35Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 19 2020 15:51:11Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted
Aug 19 2020 15:51:11Critical (3)Ranging Request Retries exhausted
Aug 19 2020 15:44:47Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 19 2020 15:44:23Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted
Aug 19 2020 15:44:23Critical (3)Ranging Request Retries exhausted
Aug 19 2020 15:37:59Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 19 2020 15:37:35Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted
Aug 19 2020 15:37:35Critical (3)Ranging Request Retries exhausted
Aug 19 2020 15:31:11Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 19 2020 15:30:47Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted
Aug 19 2020 15:30:47Critical (3)Ranging Request Retries exhausted
Aug 19 2020 15:24:23Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out
Aug 19 2020 15:23:59Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted
Aug 19 2020 15:23:59Critical (3)Ranging Request Retries exhausted
Aug 19 2020 15:23:59Critical (3)Ranging Request Retries exhausted
Aug 19 2020 15:23:59Critical (3)Ranging Request Retries exhausted
 
 

 

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Expert

Re: random modem restarts

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.




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Frequent Visitor

Re: random modem restarts

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUnCorrectables
1LockedQAM 25633417000000 Hz3.9 dBmV40.9 dB27492
2LockedQAM 25634423000000 Hz3.7 dBmV40.9 dB22483
3LockedQAM 25635429000000 Hz3.9 dBmV40.3 dB248108
4LockedQAM 25636435000000 Hz3.9 dBmV40.9 dB250131
5LockedQAM 25637441000000 Hz3.7 dBmV40.3 dB798103
6LockedQAM 25638453000000 Hz3.5 dBmV40.3 dB258143
7LockedQAM 25639459000000 Hz3.0 dBmV40.3 dB213135
8LockedQAM 25640465000000 Hz3.0 dBmV40.3 dB3291624
9LockedQAM 2561471000000 Hz2.9 dBmV40.9 dB4392516
10LockedQAM 2562477000000 Hz2.7 dBmV40.3 dB220141
11LockedQAM 2563483000000 Hz3.0 dBmV40.3 dB239134
12LockedQAM 2564489000000 Hz2.7 dBmV40.9 dB207130
13LockedQAM 2565495000000 Hz3.0 dBmV40.3 dB301993
14LockedQAM 2566501000000 Hz2.9 dBmV40.9 dB228165
15LockedQAM 2567507000000 Hz2.7 dBmV40.3 dB190142
16LockedQAM 2568513000000 Hz2.4 dBmV40.3 dB232152

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA85120 Ksym/sec16400000 Hz43.5 dBmV
2LockedATDMA75120 Ksym/sec22800000 Hz43.8 dBmV
3LockedATDMA65120 Ksym/sec29200000 Hz45.3 dBmV
4LockedATDMA55120 Ksym/sec35600000 Hz43.3 dBmV
Highlighted
Expert

Re: random modem restarts

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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Official Employee

Re: random modem restarts

Hello @TAZZ73, thanks for reaching out to us on our Forums page. We appreciate you being a customer with us and I am sorry to hear about the connection issues you have been experiencing. That can be very inconvenient and frustrating, especially with how much everyone's been home lately. Thank you for providing your signal levels, very helpful. I would be more than happy to further assist you with this. 

 

Can you please send me a Private Message including your first and last name as it appears on the account? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “Send a message". 


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