3 Messages
Getting random Internet disconnects
Ever since we moved into my grandparents old house after they passed, I have been getting random disconnects. Ive taken several steps already to try and alleviate them, but none seemed to have made a difference:
-Removed all the previous splitters/attached lines that went off to no longer used rooms (grandparents used to also have tv service)
-Replaced the cable cord that attaches to the line just outside the house to the inside modem
-Tried a different modem (first was Motorola MB8611, second was a Hitron one)
-Bought a few signal attenuators of various dB strengths off Amazon, they didn't do anything in terms of disconnects even though strengths were indeed changed in the Motorola modem logs
I cant see logs for the Hitron modem I tried, but the Motorola one consistently has these ones:
Sat Oct |
Warning (5) | Dynamic Range Window violation | |||
Sat Oct |
Warning (5) | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=***REDACTED**;CMTS-MAC=***REDACTED***;CM-QOS=1.1;CM-VER=3.1; |
Sat Oct |
Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1; |
These are the connection stats with the Motorola modem and nothing attached:
| Downstream Bonded Channels |  |
 |
| Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected |
| 1 | Locked | QAM256 | 20 | 495.0 | 5.5 | 42.7 | 3 | 32 |
| 2 | Locked | QAM256 | 17 | 477.0 | 5.4 | 42.7 | 5 | 30 |
| 3 | Locked | QAM256 | 18 | 483.0 | 5.3 | 42.5 | 6 | 27 |
| 4 | Locked | QAM256 | 19 | 489.0 | 5.4 | 42.7 | 10 | 25 |
| 5 | Locked | QAM256 | 21 | 501.0 | 5.4 | 42.6 | 5 | 31 |
| 6 | Locked | QAM256 | 22 | 507.0 | 5.5 | 42.6 | 3 | 33 |
| 7 | Locked | QAM256 | 23 | 513.0 | 5.1 | 42.3 | 9 | 25 |
| 8 | Locked | QAM256 | 24 | 519.0 | 5.1 | 42.6 | 9 | 26 |
| 9 | Locked | QAM256 | 25 | 525.0 | 5.2 | 42.5 | 12 | 24 |
| 10 | Locked | QAM256 | 26 | 531.0 | 5.3 | 42.4 | 4 | 29 |
| 11 | Locked | QAM256 | 27 | 537.0 | 5.0 | 42.2 | 7 | 32 |
| 12 | Locked | QAM256 | 28 | 543.0 | 4.7 | 41.9 | 5 | 29 |
| 13 | Locked | QAM256 | 29 | 549.0 | 4.3 | 41.5 | 9 | 27 |
| 14 | Locked | QAM256 | 30 | 555.0 | 5.1 | 42.0 | 7 | 29 |
| 15 | Locked | QAM256 | 31 | 561.0 | 5.0 | 42.2 | 7 | 28 |
| 16 | Locked | QAM256 | 32 | 567.0 | 5.5 | 42.0 | 9 | 26 |
| 17 | Locked | QAM256 | 33 | 573.0 | 5.4 | 42.3 | 5 | 31 |
| 18 | Locked | QAM256 | 34 | 579.0 | 5.2 | 42.2 | 6 | 31 |
| 19 | Locked | QAM256 | 35 | 585.0 | 5.8 | 42.3 | 7 | 26 |
| 20 | Locked | QAM256 | 36 | 591.0 | 5.3 | 42.2 | 8 | 27 |
| 21 | Locked | QAM256 | 37 | 597.0 | 6.0 | 42.4 | 7 | 30 |
| 22 | Locked | QAM256 | 38 | 603.0 | 5.5 | 42.1 | 3 | 32 |
| 23 | Locked | QAM256 | 39 | 615.0 | 5.8 | 42.1 | 6 | 31 |
| 24 | Locked | QAM256 | 40 | 621.0 | 5.4 | 42.0 | 5 | 30 |
| 25 | Locked | QAM256 | 41 | 627.0 | 6.0 | 42.1 | 10 | 34 |
| 26 | Locked | QAM256 | 42 | 633.0 | 5.7 | 42.0 | 8 | 27 |
| 27 | Locked | QAM256 | 43 | 639.0 | 5.5 | 42.1 | 7 | 32 |
| 28 | Locked | QAM256 | 44 | 645.0 | 6.3 | 42.3 | 4 | 32 |
| 29 | Locked | QAM256 | 45 | 651.0 | 5.4 | 41.8 | 10 | 24 |
| 30 | Locked | QAM256 | 46 | 657.0 | 5.9 | 42.0 | 6 | 36 |
| 31 | Locked | QAM256 | 47 | 663.0 | 5.9 | 42.0 | 4 | 30 |
| 32 | Locked | OFDM PLC | 48 | 722.0 | 6.2 | 40.9 | 253468081 | 155 |
| Upstream Bonded Channels | |
|
| Channel | Lock Status | Channel Type | Channel ID | Symb. Rate (Ksym/sec) | Freq. (MHz) | Pwr (dBmV) |
| 1 | Locked | SC-QAM | 1 | 5120 | 16.4 | 41.3 |
| 2 | Locked | SC-QAM | 2 | 5120 | 22.8 | 41.8 |
| 3 | Locked | SC-QAM | 3 | 5120 | 29.2 | 42.5 |
| 4 | Locked | SC-QAM | 4 | 5120 | 35.6 | 43.0 |
EG
Expert
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107.1K Messages
1 month ago
You need to post the signal power and SNR values as well.
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EG
Expert
•
107.1K Messages
1 month ago
Thanks for adding them to your post. They were good / in spec at that snapshot in time. Is there a router / Wifi in the mix here ?
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EG
Expert
•
107.1K Messages
1 month ago
OK. The error log entries indicate 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 those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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XfinityJeniece
Official Employee
•
2.4K Messages
1 month ago
Hey there, user_e6mhwb thanks for reaching out through Xfinity Forums regarding your connection issues. We would be happy to take a look at your signals on our end to get to the bottom of this.
To send a "Direct Message" to Xfinity Support:
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Click the "New message" (pencil and paper) icon
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- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
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