5 Messages
Daily t-3 timeouts, losing internet connection for work
Probably 4-5 times a day I am having to reset my router because my internet keeps dropping. Had a service tech come out but he said everything looks fine and to call back in if issues persist... after 3 days of trying to get someone on the phone, they tell me that they boosted my signal and it should be fixed now? An hour later, my internet dropped. First week here with this new Xfinity plan and it's already a nightmare trying to get help.
I have netgear CM500 modem and netgear nighthawk R6700v2 router. At my previous place before I moved last week, I used the exact same router and modem setup and had no issues. When my internet is working, it's fast, works fine. Just drops too often and I drop from work calls.
I factory restarted my modem, then cleared the event log. This happened not too long ago:
Probably 4-5 times a day I am having to reset my router because my internet keeps dropping. Had a service tech come out but he said everything looks fine and to call back in if issues persist... after 3 days of trying to get someone on the phone, they tell me that they boosted my signal and it should be fixed now? An hour later, my internet dropped. First week here with this new Xfinity plan and it's already a nightmare trying to get help.
I have netgear CM500 modem and netgear nighthawk R6700v2 router. At my previous place before I moved last week, I used the exact same router and modem setup and had no issues. When my internet is working, it's fast, works fine. Just drops too often and I drop from work calls.
I factory restarted my modem, then cleared the event log. This happened not too long ago:
|
Time |
Priority |
Description |
|
2024-8-13, 16:59:08 |
Notice (6) |
Honoring MDD; IP provisioning mode = IPv6 |
|
2024-8-13, 16:59:01 |
Critical (3) |
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.0;CM-VER=3.0; |
|
2024-8-13, 16:58:50 |
Critical (3) |
16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0; |
|
2024-8-13, 16:58:50 |
Critical (3) |
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0; |
|
2024-8-13, 16:58:50 |
Critical (3) |
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0; |
|
2024-8-13, 16:58:47 |
Warning (5) |
Dynamic Range Window violation |
|
2024-8-13, 16:58:46 |
Critical (3) |
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0; |
|
2024-8-13, 16:58:40 |
Warning (5) |
Dynamic Range Window violation |
|
2024-8-13, 16:58:26 |
Critical (3) |
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0; |
|
2024-8-13, 16:58:22 |
Critical (3) |
16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0; |
|
2024-8-13, 16:58:22 |
Critical (3) |
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0; |
|
2024-8-13, 16:58:22 |
Critical (3) |
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0; |
|
2024-8-13, 16:58:03 |
Warning (5) |
Dynamic Range Window violation |
|
2024-8-13, 16:57:14 |
Critical (3) |
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0; |
Accepted Solution
user_hlbkgh
5 Messages
3 months ago
FIXED UPDATE: I had an xfinity tech come out here and rerun a new wire from my house to the line on the street. He said he didn't think it would fix it, suggested it was probably the modem. After replacing the wire, he did say it seemed to be a little older. Since then (sunday morning) to now as I type this, (Wednesday morning), my internet hasn't dropped. Before, it was dropping 5 times a day. So, it was just a bad wire from the street to my house.
2
EG
Expert
•
107.1K Messages
3 months ago
@user_hlbkgh What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
(edited)
1
user_dlrs74
Regular Visitor
•
4 Messages
3 months ago
at least your error log has something in it. My connection drop 4+ times a day with nothing at all in the log.
3
0
EG
Expert
•
107.1K Messages
3 months ago
@user_hlbkgh OK so even though the signal status values looked good at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is intermittent noise ingress into the line(s) / an upstream channel / return path impairment somewhere.
There are other signal stat values 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 (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and check those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
2