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repeated loss of connection (fiber)

Frequent Visitor

repeated loss of connection (fiber)

Every few days, or sometimes more than onces a a day, my AP losses the connection with this message:

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;

When it happens, the AP restarts, and the connection is back again. This causes us to lose wifi for about 1 minutes at random intervals.

 

Any ideas why that is happening? We have a fiber cable up to the apartment, and Xfinity installed one of these fiber to coax convered, allow it to offer DOCSIS 3 speed over fiber.

We've complained in the past and the Xfinity guy that came didn't know what fiber is or what packet loss is, and didn't have any tools for any kind of diagnosis. So being the helpful guy that he is, he just re-did the connectors on the coax cables, which made no difference.

 

Frequent Visitor

Re: repeated loss of connection (fiber)

 

bad-connection.png

Looking at the connection quality numbers doesn't show anything - noise levels and pack loss numbers are great. this is because the coax connection is only between the AP and the fiber adapter that are very close to each other. there seem to be no way to view any diagnosis information for the fiber adapter.

Expert

Re: repeated loss of connection (fiber)

Are there any more downstream channels being shown ? If so, please also post them. And please also post the upstream power level figures.

 

What is the exact make and model number of the modem ?



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Frequent Visitor

Re: repeated loss of connection (fiber)

I'm running on a ARRIS SBG6700-AC. This is a comcast approved device and the manufacter doesn't allow users to update the software, instead, Comcast remotely configures and updates the devices.

Status_-_Connection.png

 

The fiber adapter is a Commscope HomeConnect MicroNode

fibger-adapter.jpg

Expert

Re: repeated loss of connection (fiber)

Can't see your pics. 

 

Try hosting them at one of those free third-party pic hosting sites and post the link to them here.



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Frequent Visitor

Re: repeated loss of connection (fiber)

You should be able see them now, they were greyed out while xfinity was moderating for spam. they are visible now.

Expert

Re: repeated loss of connection (fiber)

The RF signal stats that you are getting from the ONT / fiber node are fine. Something else is going on. 

 

Due to the complexity of your RFoG setup, I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic. Good luck !

 

 



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Official Employee

Re: repeated loss of connection (fiber)

Hi, Ereli. Thanks for posting. I am showing your modem is experiencing some upstream signal level issues. Please send me a private message with your name so I can get your full account pulled up here on my end and see how long ago that appointment was. Chances are, we'll need to get another technician out to you. 

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.
 

I will reply from there, thank you.


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Frequent Visitor

Re: repeated loss of connection (fiber)

Thank for the reply @EG and @ComcastMorgan, I'll keep this post updated when I hear more from Xfinity support.

Frequent Visitor

Re: repeated loss of connection (fiber) - Update: 2019-02-01

Update: 2019-02-01

A technician visited my home, tried to look at the cable connetors and tighten them again. That did not have any effect on the issue.

Still losing CM/CMTS connections.

Fri Feb 01 11:25:04 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Fri Feb 01 11:18:51 2019 Warning (5) Unicast DSID PSN startup error
Fri Feb 01 11:18:42 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;

 

Frequent Visitor

Re: repeated loss of connection (fiber) - Update: 2019-02-01

the issue continues, as the fiber adapter loses connection about once per day:

Fri Feb 15 07:10:59 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Fri Feb 15 05:46:41 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Thu Feb 14 22:22:10 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Wed Feb 13 17:42:17 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Wed Feb 13 15:41:04 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Tue Feb 12 23:12:26 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Tue Feb 12 16:28:55 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Tue Feb 12 04:08:00 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 11 23:03:59 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 11 09:52:04 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 11 03:29:02 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Sun Feb 10 17:29:53 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.0;CM-VER=3.0;
Sun Feb 10 08:42:41 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:fb:67:3d;CMTS-MAC=00:9e:1e:58:95:60;CM-QOS=1.1;CM-VER=3.0;
Expert

Re: repeated loss of connection (fiber) - Update: 2019-02-01

Have you sent another private message to ComcastMorgan about it ?



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Official Employee

Re: repeated loss of connection (fiber) - Update: 2019-02-01

Yes, we are still working together. Thanks EG!


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Expert

Re: repeated loss of connection (fiber) - Update: 2019-02-01

10-4.



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Official Employee

Re: repeated loss of connection (fiber)

Hi again, Ereli. I ended up not hearing back from you before we could confirm a solution. I have completed this interaction. If you end up needing further support with it down the road, please reply to my most recent PM. Thank you.


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