Visitor
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5 Messages
Intermittent connection issues
I've been having intermittent connection issues for at least the past 6 months. Comcast support has been playing "The IT crowd" tape: "Have You Tried Turning It Off And On Again?" throughout this time, so I though I may ask the community for any help before stopping the service.
To make sure that the problem is not from my end I have tried the following:
* The issue appears in all computers and mobile device (8 in total) on the connection and across three different Operating Systems
* Two different modem/routers (Nighthawk AX6 and MG8725)
* Wifi, different Ethernet cable
* different co-axial cables between modem and wall socket
I believe the problem is on the Upstream. Any suggestions are more than welcome.
The following is from the MG8725 modem/router after 25 minutes from a restart:
Downstream:
|
Upstream:
Channel | Lock Status | Channel Type | Channel ID | Symb. Rate (Ksym/sec) | Freq. (MHz) | Pwr (dBmV) |
1 | Locked | SC-QAM | 2 | 5120 | 16.4 | 37.8 |
2 | Locked | SC-QAM | 3 | 5120 | 22.8 | 37.8 |
3 | Locked | SC-QAM | 4 | 5120 | 29.2 | 39.3 |
4 | Locked | SC-QAM | 5 | 5120 | 35.6 | 39.8 |
5 | Locked | SC-QAM | 6 | 2560 | 40.4 | 40.8 |
Partial Logs:
07:05:01 Thu Jun 23 2022 |
Critical(3) | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; | |||
07:05:02 Thu Jun 23 2022 |
Warning(5) | DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1 |
EG
Expert
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111.6K Messages
3 years ago
Please post the balance of those error log entries in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.
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user_168e86
Visitor
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5 Messages
3 years ago
Time Priority Description
07:05:01
Thu Jun 23 2022 Critical(3) SYNC Timing Synchronization failure - Loss of Sync;CM-QOS=1.1;CM-VER=3.1;
07:05:02
Thu Jun 23 2022 Warning(5) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-QOS=1.1;CM-VER=3.1;
09:42:58
Thu Jun 23 2022 Warning(5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;
09:42:58
Thu Jun 23 2022 Warning(5) Dynamic Range Window violation
09:42:58
Thu Jun 23 2022 Warning(5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;
09:42:58
Thu Jun 23 2022 Warning(5) Dynamic Range Window violation
09:42:59
Thu Jun 23 2022 Warning(5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;
09:42:59
Thu Jun 23 2022 Warning(5) Dynamic Range Window violation
09:42:59
Thu Jun 23 2022 Warning(5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;
09:42:59
Thu Jun 23 2022 Warning(5) Dynamic Range Window violation
09:43:19
Thu Jun 23 2022 Critical(3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1;
09:43:20
Thu Jun 23 2022 Warning(5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;
09:43:20
Thu Jun 23 2022 Warning(5) Dynamic Range Window violation
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EG
Expert
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111.6K Messages
3 years ago
O/k so even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is 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 that 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 poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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user_168e86
Visitor
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5 Messages
3 years ago
Here is an update two and half hours after the previous stats (three hours after reboot)
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user_168e86
Visitor
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5 Messages
3 years ago
12 hours after reboot
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