Random modem drops

I recently replaced a Motorola modem due to T3 and T4 errors, trying to eliminate if its on my side, or outside the house, as well as the motorola not being appropriate for my internet package (599 down 25 up). I bought an Arris SB8200v3. The T3 and T4 errors went away. Fast forward a few weeks and within the last 2 days the internet has dropped out at least 3 times. Everything dies. Power cycling the modem will eventually bring it back. I have been keeping a tab on the event log for the modem and it hasn't been presenting any errors that I saw prior to today, it gave me a T3. Research shows this is outside my house, correct?

---Status---

Procedure	Status	Comment
Acquire Downstream Channel	519000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed

---Event Log---

19/10/2024 14:08:00	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
19/10/2024 13:08:42	critical	No Ranging Response received - T3 time-out;CM-MAC=mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
19/10/2024 13:06:44	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
19/10/2024 13:02:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=1mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
19/10/2024 13:02:27	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
19/10/2024 09:37:06	notice	GUI Login Status - Login Success from LAN interface; client ip=[MYPUBLICIP];CM-MAC=mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
19/10/2024 09:33:30	notice	REGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
19/10/2024 09:33:27	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=1mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
19/10/2024 09:33:23	critical	Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
19/10/2024 09:33:23	notice	TLV-11 - unrecognized OID;CM-MAC=mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
19/10/2024 09:33:22	warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
19/10/2024 09:33:22	notice	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.3], [1002MHZ];CM-MAC=mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;

I have tried engaging the application. But of course Xfinitiy detects no issues. Any thoughts?

Responses

BruceW

Gold Problem Solver

•

26K Messages

1 month ago

... Arris SB8200v3 ... today, it gave me a T3. Research shows this is outside my house, correct? ...

A T3 error means that there is a problem between the modem and Comcast's network, usually (but not always) affecting the upstream signal, but does not tell us where it is.

Network connection problems like this 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 still need help, please post your Internet plan speed and the following information from your modem or gateway (from http://192.168.100.1):

uptime
downstream: power levels, SNR (or MER), and error counts for all channels
upstream: power levels for all channels
complete event log (Be sure to remove or blot out any MAC addresses as you did above. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)

Copy and pasted text is preferred over images. Be aware that, if you post any images, your message will be made Private for a time, as all images must be approved by the Forum Moderators before the messages containing them become generally visible.

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.

(edited)

0

C

cancertoast

5 Messages

1 month ago

This morning, woke up to find the internet out again, typical. Had to reboot the modem again, partially accessed modem information before it locked up AGAIN (basically right after the reboot,) managed to pull the downstream stats showing errors. Pardon formatting, but your forum keeps changing the spacing. I painstakingly edited this post by hand, so very annoying. PLAN SPEED 599down 25up. I can't post an uptime if I have to constantly reboot, so that figure is non-existent.

Channel ID Lock Modulation Frequency Power SNR/MER Corrected Uncorrectables
20 Locked 256QAM 519000000 Hz 5 dBmV 40 dB 0 0
28 Locked 256QAM 567000000 Hz 5 dBmV 40 dB 0 0
36 Locked 256QAM 615000000 Hz 6 dBmV 40 dB 8 25
44 Locked 256QAM 663000000 Hz 6 dBmV 40 dB 10 23
13 Locked 256QAM 477000000 Hz 5 dBmV 40 dB 8 28
14 Locked 256QAM 83000000 Hz 5 dBmV 40 dB 6 28
15 Locked 256QAM 489000000 Hz 5 dBmV 40 dB 6 28
16 Locked 256QAM 495000000 Hz 6 dBmV 40 dB 38 4
17 Locked 256QAM 501000000 Hz 6 dBmV 40 dB 10 0
18 Locked 256QAM 507000000 Hz 5 dBmV 40 dB 32 0
19 Locked 256QAM 513000000 Hz 5 dBmV 40 dB 18 15
21 Locked 256QAM 525000000 Hz 5 dBmV 40 dB 5 29
22 Locked 256QAM 531000000 Hz 5 dBmV 40 dB 7 29
23 Locked 256QAM 537000000 Hz 5 dBmV 40 dB 4 30
24 Locked 256QAM 543000000 Hz 5 dBmV 40 dB 6 28
25 Locked 256QAM 549000000 Hz 5 dBmV 40 dB 9 26
26 Locked 256QAM 555000000 Hz 6 dBmV 40 dB 27 4
27 Locked 256QAM 561000000 Hz 6 dBmV 40 dB 4 29
29 Locked 256QAM 573000000 Hz 6 dBmV 40 dB 30 0
30 Locked 256QAM 579000000 Hz 6 dBmV 40 dB 0 0
31 Locked 256QAM 585000000 Hz 5 dBmV 40 dB 25 8
32 Locked 256QAM 591000000 Hz 5 dBmV 40 dB 16 17
33 Locked 256QAM 597000000 Hz 5 dBmV 40 dB 27 0
34 Locked 256QAM 603000000 Hz 4 dBmV 40 dB 7 27
35 Locked 256QAM 609000000 Hz 5 dBmV 40 dB 7 26
37 Locked 256QAM 621000000 Hz 6 dBmV 40 dB 4 29
38 Locked 256QAM 627000000 Hz 6 dBmV 40 dB 23 0
39 Locked 256QAM 633000000 Hz 7 dBmV 40 dB 0 0
40 Locked 256QAM 639000000 Hz 6 dBmV 40 dB 0 0
41 Locked 256QAM 645000000 Hz 6 dBmV 40 dB 0 0
42 Locked 256QAM 651000000 Hz 6 dBmV 40 dB 0 0
43 Locked 256QAM 657000000 Hz 5 dBmV 40 dB 14 19
194 Locked OFDMPLC 957000000 Hz 6 dBmV 41 dB 19373 0
193 Locked OFDMPLC 722000000 Hz 5 dBmV 42 dB 9888 0

Upstream Bonded Channels
Channel ID	Lock Status	US Channel Type	Frequency	Width	Power
2	Locked	SC-QAM	22800000 Hz	6400000	40.0 dBmV
4	Locked	SC-QAM	35600000 Hz	6400000	40.0 dBmV
3	Locked	SC-QAM	29200000 Hz	6400000	40.0 dBmV
1	Locked	SC-QAM	16400000 Hz	6400000	40.0 dBmV

keeps locking up 10.20.24 - 7:53am

01/01/1970 00:02:13
notice
GUI Login Status - Login Success from LAN interface; client ip=[[Edited: "Personal Information"]];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:02:04
critical
No Ranging Response received - T3 time-out;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:01:23
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-21.3], [1002MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:01:23
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-21.2], [258MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:01:23
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-21.1], [5-85MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:01:23
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-9], [5-85MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:01:23
notice
Honoring MDD; IP provisioning mode = IPv6;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:01:20
notice
CMSTATUS:DS_Diplexer_Mode_Change:Init, [108-1002MHZ];CM-MACmac1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:01:20
notice
CMSTATUS:US_Diplexer_Mode_Change:Init, [5-42MHZ];CM-MAC=mac1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:01:13
notice
Cable Modem Reboot due to power reset;CM-MAC=mac1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:49:33
notice
CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:49:32
critical
No Ranging Response received - T3 time-out;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:49:32
notice
CM-STATUS message sent. Event Type Code: 2; Chan ID: 16; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:49:31
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:49:31
notice
CM-STATUS message sent. Event Type Code: 2; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:34:39
notice
REGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:34:35
warning
RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:34:31
critical
Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:34:31
notice
TLV-11 - unrecognized OID;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:34:30
warning
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:34:30
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.3], [1002MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:34:30
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.2], [108MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:34:30
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-84.1], [5-42MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:34:16
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-21.3], [1002MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:34:16
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-21.2], [258MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:34:16
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-21.1], [5-85MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:34:16
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-9], [5-85MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:34:16
notice
Honoring MDD; IP provisioning mode = IPv6;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:33:57
critical
Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:33:57
notice
TLV-11 - unrecognized OID;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:33:54
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:33:54
warning
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:33:54
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.3], [1002MHZ];CM-MAC=mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:33:54
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.2], [108MHZ];CM-MAC=mac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
20/10/2024 13:33:54
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-84.1], [5-42MHZ];CM-MACmac1;CMTS-MAC=mac2;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:01:25
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-21.3], [1002MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:01:25
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-21.2], [258MHZ];CM-MAC=mac1;CMTS-MAC2;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:01:25
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-21.1], [5-85MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:01:25
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-9], [5-85MHZ];CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;
01/01/1970 00:01:25
notice
Honoring MDD; IP provisioning mode = IPv6;CM-MAC=mac1;CMTS-MAC=2;CM-QOS=1.1;CM-VER=3.1;

(edited)

0

C

cancertoast

5 Messages

1 month ago

The xfinity assistant, per usual, is not helpful and keeps basically hanging up on me and telling me to contact it 24/7. I know its not my modem, the modem I replaced this with threw more errors. Love how these things always happen on a weekend when no one is open or available to actually be helpful. Anyone have a point of contact, or a # with a real human that is native English speaking?

(edited)

1

0

XfinityThomasC

Official Employee

•

2K Messages

Hello, @cancertoast sorry to hear you are having issues with your connection. Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 month ago

0

BruceW

Gold Problem Solver

•

26K Messages

1 month ago

The signal levels and SNR values you posted are OK, but there are other signal stats that modems don't report. The error counts seem high for a modem with a very short amount of runtime, and the T3 errors in the event log suggest that there is a continuing problem.

As stated above, you'll need to contact Comcast and have them diagnose and repair the problem. Please report back how that goes, and good luck!

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.

0

EG

Expert

•

107.1K Messages

1 month ago

@cancertoast @XfinityThomasC

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

0

C

cancertoast

5 Messages

1 month ago

A sarcastic solution, make an appointment with Xfinity for a tech. Did that this morning, for Thursday. Came home after going to work and the internet has been up all day.

0

C

cancertoast

5 Messages

1 month ago

New entry in the error log:

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW

Googling that linked to someone having same event, and ultimately led to discovering a bad cable coming from the telephone pole.

0

Your Home Network

cancertoast

Random modem drops

Was this helpful?

BruceW

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.

cancertoast

cancertoast

XfinityThomasC

BruceW

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.

EG

cancertoast

cancertoast

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