B

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5 Messages

Tue, Aug 2, 2022 1:34 AM

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Internet goes out for hours more or less in the evenings.

Hello everyone.

I have been having problems with my internet since April. I have had techs out here that have replaced cables and wiring but still have the same issue going on. Power levels have been changed to spec. Several different modems purchased and the same problem remains. The issues is intermittent dropouts. It seems to originate with the upstream. my modem turns on and the upstream light blinks and blinks. I call customer support many many times and they cannot fix it and always sends a Tech out here. Even with their own modem they cannot fix this issue. my internet has been working fine for 2 years, now i have issues almost daily. I have been in contact with Executive customer service, and this doesn't seem to help either. Every time they come out the problem is not happening. the times that this happens are weird. it's like clockwork when my internet goes out. Ill post my faults. I'm wondering if it could be possible node issue with neighbor's noise. Thanks for any help. The connection below is when the internet is up and running. The faults is when its down.

 

6 TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
5 Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
3 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
5 B-INIT-RNG Failure - Retries exceeded;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
6 TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;

Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 4 525.00 MHz -0.80 dBmV 38.98 dB 11 0
2 Locked 256QAM 1 489.00 MHz -0.10 dBmV 40.37 dB 0 0
3 Locked 256QAM 2 513.00 MHz -0.80 dBmV 40.37 dB 7 0
4 Locked 256QAM 3 519.00 MHz -0.70 dBmV 40.37 dB 7 0
5 Locked 256QAM 5 531.00 MHz -0.70 dBmV 40.37 dB 16 0
6 Locked 256QAM 6 537.00 MHz -0.70 dBmV 40.37 dB 0 0
7 Locked 256QAM 7 543.00 MHz -0.40 dBmV 40.37 dB 0 0
8 Locked 256QAM 8 549.00 MHz -0.40 dBmV 40.37 dB 0 0
9 Locked 256QAM 9 555.00 MHz -0.10 dBmV 40.37 dB 0 0
10 Locked 256QAM 10 561.00 MHz 0.00 dBmV 40.95 dB 0 0
11 Locked 256QAM 11 567.00 MHz 0.20 dBmV 40.95 dB 0 0
12 Locked 256QAM 12 573.00 MHz 0.20 dBmV 40.37 dB 0 0
13 Locked 256QAM 13 579.00 MHz 0.40 dBmV 40.37 dB 0 0
14 Locked 256QAM 14 585.00 MHz 0.30 dBmV 40.37 dB 0 0
15 Locked 256QAM 15 591.00 MHz 0.20 dBmV 40.37 dB 0 0
16 Locked 256QAM 16 597.00 MHz 0.20 dBmV 40.37 dB 0 0
17 Locked 256QAM 17 603.00 MHz 0.10 dBmV 40.37 dB 0 0
18 Locked 256QAM 18 609.00 MHz 0.00 dBmV 40.37 dB 0 0
19 Locked 256QAM 19 615.00 MHz -0.10 dBmV 40.37 dB 0 0
20 Locked 256QAM 20 621.00 MHz -0.10 dBmV 40.95 dB 0 0
21 Locked 256QAM 21 627.00 MHz 0.00 dBmV 40.37 dB 0 0
22 Locked 256QAM 22 633.00 MHz 0.00 dBmV 40.37 dB 7 0
23 Locked 256QAM 23 639.00 MHz 0.20 dBmV 40.37 dB 0 0
24 Locked 256QAM 24 645.00 MHz 0.00 dBmV 40.95 dB 0 0
25 Locked 256QAM 25 651.00 MHz 0.30 dBmV 39.90 dB 0 0
26 Locked 256QAM 26 657.00 MHz 0.40 dBmV 39.90 dB 0 0
27 Locked 256QAM 27 663.00 MHz 0.90 dBmV 39.90 dB 0 0
28 Locked 256QAM 28 669.00 MHz 1.00 dBmV 39.90 dB 0 0
29 Locked 256QAM 29 675.00 MHz 1.40 dBmV 39.50 dB 0 0
30 Locked 256QAM 30 681.00 MHz 1.60 dBmV 39.90 dB 0 0
31 Locked 256QAM 31 687.00 MHz 2.00 dBmV 39.90 dB 0 0
32 Locked 256QAM 32 693.00 MHz 1.90 dBmV 39.90 dB 0 0
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 kSym/s 16.40 MHz 48.75 dBmV
2 Locked ATDMA 6 2560 kSym/s 10.40 MHz 49.46 dBmV
3 Locked ATDMA 5 2560 kSym/s 40.40 MHz 47.50 dBmV
4 Locked ATDMA 1 5120 kSym/s 35.60 MHz 48.00 dBmV
5 Locked ATDMA 3 5120 kSym/s 22.80 MHz 48.25 dBmV
6 Locked ATDMA 2 5120 kSym/s 29.20 MHz 48.00 dBmV

    Accepted Solution

    Visitor

     • 

    5 Messages

    2 m مضت

    Update on the issue. It seems there was a bad amplifier on one of Xfinity‘s units out side that has been causing the drop in service. The techs came out again and was able to find an issue with the signal. I’m assuming they replaced the part needed and I haven’t had an issue in a couple of days. Hopefully, it is fixed for good. My power lvls on the modem are back to normal. This issue was very hard to find as I was the only one dropping out on this run. Nevertheless, I’m glad the techs were on it right away, and solved this issue. 

    EG

    Expert

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    95.8K Messages

    2 m مضت

    Please redact all of the CM MAC and the CMTS MAC addresses in your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".

    Visitor

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    5 Messages

    @EG​ Thank you. I think its posted public now.

    EG

    Expert

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    95.8K Messages

    2 m مضت

    Quite welcome ! So the upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

    Here are some tips that may or may not apply but I'll post them anyway. YMMV.

    In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

    Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.

    If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then you'll need to get the techs involved again until it gets fixed properly. 

    Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.

    Keep on them and try to confirm that they are creating an escalation ticket for the maintenance dept.


    Good luck !

    Visitor

     • 

    5 Messages

    @EG​ Thank you for your help. The Techs have been out here twice already and have replaced connectors and wires. I'm using the Xfinity modem right now, and i saw that the upstream power on that modem was between 52- 58Db. but the modem was still up and running. My guess is that there is a bunch of noise somewhere in my lines that caused the modem to basically scream to keep the connection. The tech will be out here Tomorrow and I will provide an update on this issue. My modem sits next to a surge protector, but is not plugged in to it. I'm wondering if this surge protector is putting off an intermittent RF signal cause noise on my line. Not sure. Will update after I see the techs Tomm. Thank you for your response.

    EG

    Expert

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    95.8K Messages

    2 m مضت

    Quite welcome ! 

    Visitor

     • 

    5 Messages

    2 m مضت

    Ok. The Techs did come out. I haven't had any issues thus far. They moved my modem over to a different port, checked all the wiring, and left out an attenuator to lower the upstream power levels. I know they are doing all they can and are monitoring the issue. I can't say that it is fixed just yet, but they did a great job in coming up with possible solutions. Now the waiting game begins. In the meantime, I have some new faults and modem data to upload. I haven't lost connectivity, but the faults are on the modem are a bit different then the last ones I posted. Thank you!!

    Wed Aug 03 13:09:40 2022 5 Lost MDD Timeout;CM-MAC=
    Wed Aug 03 13:09:41 2022 5 RCS Partial Service;CM-MAC
    Wed Aug 03 13:10:09 2022 5 Lost MDD Timeout;CM-MAC=
    Wed Aug 03 13:10:10 2022 5 RCS Partial Service;CM-MAC=;
    Wed Aug 03 13:10:20 2022 5 Lost MDD Timeout;CM-MAC=;
    Wed Aug 03 13:10:21 2022 5 RCS Partial Service;CM-MAC=
    Wed Aug 03 13:10:43 2022 5 Lost MDD Timeout;CM-MAC=
    Wed Aug 03 13:10:43 2022 5 RCS Partial Service;CM-MAC=
    Wed Aug 03 13:10:57 2022 5 Lost MDD Timeout;CM-MAC=
    Wed Aug 03 13:10:57 2022 5 RCS Partial Service;CM-MAC=
    Wed Aug 03 13:11:45 2022 5 Lost MDD Timeout;CM-MAC=
    Wed Aug 03 13:11:50 2022 5 RCS Partial Service;CM-MAC=;
    Wed Aug 03 13:11:57 2022 5 Lost MDD Timeout;CM-MAC=
    Wed Aug 03 13:11:57 2022 5 RCS Partial Service;CM-MAC=;
    Wed Aug 03 13:12:43 2022 5 Lost MDD Timeout;CM-MAC=
    Wed Aug 03 13:12:43 2022 5 RCS Partial Service;CM-MAC=
    Wed Aug 03 13:13:09 2022 5 Lost MDD Timeout;CM-MAC=
    Wed Aug 03 13:13:09 2022 5 RCS Partial Service;CM-MAC=
    Wed Aug 03 13:13:47 2022 5 Lost MDD Timeout;CM-MAC;
    Wed Aug 03 13:56:53 2022 3 No Ranging Response received - T3 time-out;CM-MAC

    Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
    1 Locked 256QAM 20 621.00 MHz 5.70 dBmV 40.95 dB 22273 1686
    2 Locked 256QAM 13 579.00 MHz 6.10 dBmV 40.37 dB 163 91
    3 Locked 256QAM 14 585.00 MHz 6.00 dBmV 40.37 dB 155 94
    4 Locked 256QAM 15 591.00 MHz 5.90 dBmV 40.37 dB 161 100
    5 Locked 256QAM 16 597.00 MHz 5.90 dBmV 40.37 dB 148 93
    6 Locked 256QAM 17 603.00 MHz 5.70 dBmV 40.95 dB 169 78
    7 Locked 256QAM 18 609.00 MHz 5.70 dBmV 40.37 dB 138 101
    8 Locked 256QAM 19 615.00 MHz 5.70 dBmV 40.95 dB 154 82
    9 Locked 256QAM 21 627.00 MHz 5.70 dBmV 40.95 dB 256085 390449
    10 Locked 256QAM 22 633.00 MHz 5.80 dBmV 40.37 dB 193414 813415
    11 Locked 256QAM 23 639.00 MHz 5.90 dBmV 40.37 dB 197182 1184896
    12 Locked 256QAM 24 645.00 MHz 5.80 dBmV 40.37 dB 164 91
    13 Locked 256QAM 25 651.00 MHz 5.90 dBmV 40.95 dB 129 95
    14 Locked 256QAM 26 657.00 MHz 6.30 dBmV 40.37 dB 259 1089
    15 Locked 256QAM 27 663.00 MHz 6.50 dBmV 40.95 dB 156 102
    16 Locked 256QAM 28 669.00 MHz 6.90 dBmV 40.37 dB 158 88
    17 Locked 256QAM 29 675.00 MHz 7.10 dBmV 40.37 dB 126 87
    18 Locked 256QAM 30 681.00 MHz 7.30 dBmV 40.95 dB 116 92
    19 Locked 256QAM 31 687.00 MHz 7.70 dBmV 40.37 dB 122 94
    20 Locked 256QAM 32 693.00 MHz 7.60 dBmV 40.37 dB 110 91
    21 Locked 256QAM 33 699.00 MHz 7.70 dBmV 40.37 dB 167 55
    22 Locked 256QAM 34 705.00 MHz 7.20 dBmV 40.37 dB 145 70
    23 Locked 256QAM 35 711.00 MHz 6.30 dBmV 38.98 dB 139 86
    24 Locked 256QAM 36 717.00 MHz 6.40 dBmV 40.37 dB 153 85
    25 Locked 256QAM 37 723.00 MHz 6.80 dBmV 39.90 dB 136 89
    26 Locked 256QAM 38 729.00 MHz 6.90 dBmV 39.90 dB 26881 551
    27 Locked 256QAM 39 735.00 MHz 6.60 dBmV 39.90 dB 15069 1638
    28 Locked 256QAM 40 741.00 MHz 6.70 dBmV 39.90 dB 15120 2742
    29 Locked 256QAM 41 747.00 MHz 7.00 dBmV 39.90 dB 75188 18097
    30 Locked 256QAM 42 753.00 MHz 6.90 dBmV 39.90 dB 46114 24139
    31 Locked 256QAM 43 759.00 MHz 6.80 dBmV 39.90 dB 15822 1616
    32 Locked 256QAM 44 765.00 MHz 6.40 dBmV 39.90 dB 74238 16057
    Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
    1 Locked ATDMA 4 5120 kSym/s 16.40 MHz 43.75 dBmV
    2 Locked ATDMA 6 2560 kSym/s 10.40 MHz 43.46 dBmV
    3 Locked ATDMA 5 2560 kSym/s 40.40 MHz 42.50 dBmV
    4 Locked ATDMA 1 5120 kSym/s 35.60 MHz 42.25 dBmV
    5 Locked ATDMA 3 5120 kSym/s 22.80 MHz 42.50 dBmV
    6 Locked ATDMA 2 5120 kSym/s 29.20 MHz 42.50 dBmV

    EG

    Expert

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    95.8K Messages

    2 m مضت

    Glad that it it squared away ! Now closing your marked "Solved" topic.

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