Intermittent connection loss

Hi,

We have recently experienced intermittent connection issues where there is packet loss and extreme latency of 10+ seconds.
This happens in bursts and sometime connection can be fine for a few hours without issues.

This seems like there is interference on the line somewhere and connection status and logs show something is off but we are still not getting help solving this issue.

So far we had 3 technicians out here and a 4th is scheduled...

1st Technician that came out replaced the coax contacts and saw there was an issue with the tap and put in an order to get it looked at.
2nd Technician replaced a coax contact and said to wait for tap to be fixed.
3rd Technician said the tap issues were fixed, we never saw anyone come and fix this on our home front camera. Said the modem was not correctly activated.

I have replaced coax cable in the house to make sure that is not the issues, I have tried with two different modems that show the same issue.
All coax contacts have been replaced and checked by technicians multiple times.

From what I can see from the log on my S34 modem there are plenty of critical issues.

SYNC Timing Synchronization failure - Loss of Sync
No Ranging Response received - T3 time-out
RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW

Also the power levels seems off in the higher frequencies where my OFDM channels are at 3.9 dBmV and -2.1 dBmV, while the rest is around 6-7.

I hope to get some help to resolve this issues ASAP!

Edit - Forgot to mention that there are no splitters installed so it's a direct path to the modem, WIFI was never used in any testing.

Update - Had more issues today with connection lost for about 20-40 seconds, checked the modem logs and they corresponded with Loss of sync error messages. OFDM powerlevel is even lower today with -2.8 dBmV. This is a power tilt of 9.7 dBmV while within spec should be 3-4 to not cause issues. To me this is clear indication of something is very wrong in combination with the massive amount of T3, out of sync.

S34 - Connection Status

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
4 Locked 256QAM 405000000 Hz 6.9 dBmV 44.6 dB 214 2009
12 Locked 256QAM 453000000 Hz 7.6 dBmV 40.9 dB 323 2084
20 Locked 256QAM 501000000 Hz 7.2 dBmV 40.9 dB 420 1957
28 Locked 256QAM 549000000 Hz 7.0 dBmV 40.9 dB 93 161
1 Locked 256QAM 387000000 Hz 7.3 dBmV 40.4 dB 499 3244
2 Locked 256QAM 393000000 Hz 7.0 dBmV 40.9 dB 660 2999
3 Locked 256QAM 399000000 Hz 6.8 dBmV 43.4 dB 481 4622
5 Locked 256QAM 411000000 Hz 6.9 dBmV 43.4 dB 334 2305
6 Locked 256QAM 417000000 Hz 7.2 dBmV 40.9 dB 418 2141
7 Locked 256QAM 423000000 Hz 7.1 dBmV 40.9 dB 381 2032
8 Locked 256QAM 429000000 Hz 7.6 dBmV 43.4 dB 364 2195
9 Locked 256QAM 435000000 Hz 7.5 dBmV 43.4 dB 658 1697
10 Locked 256QAM 441000000 Hz 7.6 dBmV 44.6 dB 309 2253
11 Locked 256QAM 447000000 Hz 7.3 dBmV 40.9 dB 476 3023
13 Locked 256QAM 459000000 Hz 7.4 dBmV 40.4 dB 254 2303
14 Locked 256QAM 465000000 Hz 7.5 dBmV 40.9 dB 345 2426
15 Locked 256QAM 471000000 Hz 7.5 dBmV 40.9 dB 195 2176
16 Locked 256QAM 477000000 Hz 7.4 dBmV 40.9 dB 501 3919
17 Locked 256QAM 483000000 Hz 7.5 dBmV 43.4 dB 172 1094
18 Locked 256QAM 489000000 Hz 7.3 dBmV 43.4 dB 83 202
19 Locked 256QAM 495000000 Hz 7.5 dBmV 43.4 dB 163 1297
21 Locked 256QAM 507000000 Hz 7.4 dBmV 43.4 dB 65 206
22 Locked 256QAM 513000000 Hz 7.0 dBmV 40.9 dB 663 1692
23 Locked 256QAM 519000000 Hz 7.3 dBmV 40.9 dB 95 227
24 Locked 256QAM 525000000 Hz 6.7 dBmV 40.9 dB 211 2046
25 Locked 256QAM 531000000 Hz 7.0 dBmV 40.9 dB 67 194
26 Locked 256QAM 537000000 Hz 7.0 dBmV 40.9 dB 112 166
27 Locked 256QAM 543000000 Hz 6.8 dBmV 40.9 dB 83 199
29 Locked 256QAM 555000000 Hz 6.6 dBmV 40.9 dB 142 1098
30 Locked 256QAM 561000000 Hz 6.4 dBmV 40.9 dB 74 182
31 Locked 256QAM 567000000 Hz 6.1 dBmV 40.9 dB 88 186
32 Locked 256QAM 573000000 Hz 6.0 dBmV 40.9 dB 78 164
193 Locked OFDM PLC 722000000 Hz 3.9 dBmV 43.0 dB 284680274 955
194 Locked OFDM PLC 957000000 Hz -2.1 dBmV 40.0 dB 787474566 427

Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
19 Locked SC-QAM 29200000 Hz 6400000 37.5 dBmV
20 Locked SC-QAM 35600000 Hz 6400000 37.8 dBmV
17 Locked SC-QAM 16400000 Hz 6400000 36.8 dBmV
18 Locked SC-QAM 22800000 Hz 6400000 36.8 dBmV
43 Locked OFDMA 36200000 Hz 44400000 36.2 dBmV

S34 - Logs

09/07/2025 11:50:01 Notice Successful LAN WebGUI login from 192.168.100.200 on 09/07/25 at 11:50 AM

09/07/2025 11:50:00 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 11:44:01 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 11; New Profile: 12.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 11:43:37 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 11:36:31 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 12; New Profile: 11.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 11:36:08 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 11:30:47 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 11:30:32 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 11:20:08 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 11:19:47 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 11:19:35 Notice Successful LAN WebGUI login from 192.168.100.200 on 09/07/25 at 11:19 AM

09/07/2025 11:19:32 Notice Failed LAN WebGUI login attempt from 192.168.100.200 on 09/07/25 at 11:19 AM

09/07/2025 11:19:19 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 11:11:14 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 11:10:54 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 11:03:01 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 11; New Profile: 12.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 11:02:57 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 10:44:47 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 10:44:43 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 10:44:43 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 10:44:15 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 10:10:57 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 10:10:34 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 10:05:10 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 10:04:57 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:56:11 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:56:05 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:51:16 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 11; New Profile: 12.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:50:56 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:41:16 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 12; New Profile: 11.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:41:07 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:36:16 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 11; New Profile: 12.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:35:59 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:31:16 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 12; New Profile: 11.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:31:04 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:27:34 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:26:16 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 11; New Profile: 12.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:20:54 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:16:16 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 12; New Profile: 11.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:11:16 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 10; New Profile: 12.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:05:06 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 09:01:01 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 12; New Profile: 10.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 08:49:47 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 08:45:05 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 08:40:49 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 08:31:56 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 08:05:15 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 07:45:59 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 07:35:20 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 06:46:30 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 06:46:02 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 06:42:46 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 11; New Profile: 12.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 06:35:01 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 12; New Profile: 11.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 05:58:01 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 11; New Profile: 12.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 05:53:55 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 05:53:01 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 12; New Profile: 11.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 05:52:59 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 05:31:14 Critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 05:28:01 Notice US profile assignment change. US Chan ID: 43; Previous Profile: 10; New Profile: 12.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 05:25:11 Notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 05:24:56 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 05:24:16 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 05:24:07 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

09/07/2025 05:24:04 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;