Hello,
Since forever my router has dropped the internet connection but WiFi remains. Logs indicate issue with ISP. See below. Cable modem is Netgear C6300BD.
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|
|
| <tabindex=-1>Startup Procedure</tabindex=-1> |
| Procedure |
Status |
Comment |
| Acquire Downstream Channel |
405000000 Hz |
Locked |
| Connectivity State |
OK |
Operational |
| Boot State |
OK |
Operational |
| Configuration File |
OK |
d11_m_c6300_connect_c01.cm |
| Security |
Enable |
BPI+ |
|
|
| <tabindex=-1>Downstream Bonded Channels</tabindex=-1> |
| Channel |
Lock Status |
Modulation |
Channel ID |
Frequency |
Power |
SNR |
| 1 |
Locked |
QAM256 |
4 |
405000000 Hz |
-3.7 dBmV |
41.9 dB |
| 2 |
Locked |
QAM256 |
1 |
387000000 Hz |
-3.4 dBmV |
42.0 dB |
| 3 |
Locked |
QAM256 |
2 |
393000000 Hz |
-3.5 dBmV |
41.9 dB |
| 4 |
Locked |
QAM256 |
3 |
399000000 Hz |
-3.6 dBmV |
41.9 dB |
| 5 |
Locked |
QAM256 |
5 |
411000000 Hz |
-3.7 dBmV |
41.8 dB |
| 6 |
Locked |
QAM256 |
6 |
417000000 Hz |
-3.7 dBmV |
41.9 dB |
| 7 |
Locked |
QAM256 |
7 |
423000000 Hz |
-3.7 dBmV |
41.8 dB |
| 8 |
Locked |
QAM256 |
8 |
429000000 Hz |
-3.8 dBmV |
41.9 dB |
|
|
| <tabindex=-1>Upstream Bonded Channels</tabindex=-1> |
| Channel |
Lock Status |
US Channel Type |
Channel ID |
Symbol Rate |
Frequency |
Power |
| 1 |
Locked |
ATDMA |
1 |
5120 Ksym/sec |
16400000 Hz |
41.8 dBmV |
| 2 |
Locked |
ATDMA |
2 |
5120 Ksym/sec |
22800000 Hz |
41.5 dBmV |
| 3 |
Locked |
ATDMA |
3 |
5120 Ksym/sec |
29200000 Hz |
42.8 dBmV |
| 4 |
Locked |
ATDMA |
4 |
5120 Ksym/sec |
35600000 Hz |
42.8 dBmV |
|
| 2024-08-07, 00:16:09.0 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-QOS=1.0;CM-VER=3.0; |
| 2024-08-07, 00:16:04.0 |
Critical (3) |
No UCDs Received - Timeout;CM-QOS=1.0;CM-VER=3.0; |
| 2024-08-07, 00:15:47.0 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-QOS=1.0;CM-VER=3.0; |
| 2024-08-07, 00:15:37.0 |
Critical (3) |
SYNC Timing Synchronization failure - Loss of Sync;CM-QOS=1.0;CM-VER=3.0; |
| 2024-08-07, 00:15:34.0 |
Critical (3) |
No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| 2024-08-07, 00:15:14.0 |
Critical (3) |
No UCDs Received - Timeout;CM-QOS=1.0;CM-VER=3.0; |
| 2024-08-07, 00:14:57.0 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-QOS=1.0;CM-VER=3.0; |
| 2024-08-07, 00:12:10.0 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-QOS=1.1;CM-VER=3.0; |
| 2024-08-07, 00:12:10.0 |
Critical (3) |
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-QOS=1.1;CM-VER=3.0; |
| 2024-08-07, 00:12:09.0 |
Critical (3) |
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-QOS=1.1;CM-VER=3.0; |
| 2024-08-07, 00:12:08.0 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-QOS=1.1;CM-VER=3.0; |
| 2024-08-07, 00:12:05.0 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing; QOS=1.1;CM-VER=3.0; |
| 2024-08-07, 00:12:05.0 |
Critical (3) |
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;CM-QOS=1.1;CM-VER=3.0; |
| 2024-08-07, 00:11:18.0 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing; CM-QOS=1.1;CM-VER=3.0; |
BruceW
Gold Problem Solver
•
26K Messages
4 months ago
The power levels and SNR values you posted are in spec, although downstream power levels are a bit low but should be OK if they are stable. But the event log indicates that the modem (gateway, actually) is having trouble staying connected to Comcast. Intermittent network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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XfinityBradM
Official Employee
•
655 Messages
4 months ago
Hey there, @user_ks5enz. @BruceW provided some awesome information for troubleshooting along with directions to get assistance if required. Are you still having a connection problem and needing assistance? Our team is here to help!
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user_Es0824
Contributor
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70 Messages
4 months ago
I guarantee if you rent the gateway it will all go away. I had these same issues albeit a Motorola router and nothing worked. Modem worked great for a year and then all of a sudden it just stopped. And then every modem I had stopped working. Had several Xfinity techs out to my house and tried several of their “recommended” modems and the only that worked was the gateway.
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0
user_62wgrp
2 Messages
4 months ago
This is an Xfinity issue. I've been experiencing the same problem since Storm Beryl. Their technician came to check on my internet but couldn't resolve the issue. I'm not even getting half the speed I'm paying for. Additionally, I can't reach anyone on the phone when I call them, which is extremely frustrating.
I saw a comment suggesting that having the correct modem would fix the issue, but that’s not true because I have their modem and I'm still facing the same problem. I also posted on my Ring app community to see if others are experiencing this intermittent connection issue, and many people confirmed they're having the same problem.
I believe this is an Xfinity issue that needs to be addressed as soon as possible, or they risk losing a lot of customers. This problem keeps happening every single day!
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