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Asniva's avatar
Asniva
New Contributor

Losing Internet Connection a Few Minutes Every Day at Same Time

Every day at 3:05pm-3:10pm I lose internet connection. My phone, kindle and PC (PC is on Ethernet the others are on WiFi) are all affected by this and not sure what could be causing this. I stream to Twitch a few days a week, so this causes my stream to go offline as well and has become really annoying. I would really like to know what could be causing this and if it can be fixed.

Router: ARRIS TG2472G Router

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  • Becky's avatar
    Becky
    Moderator
    Hi Asniva,

    When you get disconnected during this timeframe, does the Arris TG2472G Gateway completely reset itself? Do the lights on the front of the Gateway change? Is the Gateway plugged into a surge protector or power strip?

  • Asniva's avatar
    Asniva
    New Contributor

    It does not seem to reset itself, the lights are always normal steady blue lights (except the two WiFi lights as they blink from time to time). It is plugged into a power strip.

    Since my post it has lost connection twice, on Wednesday and Friday. I logged the times that it happened and copied the event log. It doesn't seem to be a complete loss of internet but enough to disconnect my stream for a few moments.

    This is my internet monitor log

    Monitoring started
    Wed Nov 02 15:05:22 NOT CONNECTED
    Wed Nov 02 15:05:27 NOT CONNECTED
    Wed Nov 02 15:05:32 NOT CONNECTED
    Wed Nov 02 15:05:37 NOT CONNECTED
    Wed Nov 02 15:05:53 NOT CONNECTED
    Wed Nov 02 15:05:58 NOT CONNECTED
    Wed Nov 02 15:06:24 NOT CONNECTED
    Wed Nov 02 15:06:29 OK
    Wed Nov 02 15:07:07 NOT CONNECTED
    Wed Nov 02 15:07:12 OK
    Wed Nov 02 15:07:38 NOT CONNECTED
    Wed Nov 02 15:08:04 NOT CONNECTED
    Wed Nov 02 15:08:09 OK
    Wed Nov 02 15:09:26 NOT CONNECTED
    Wed Nov 02 15:09:31 OK

    Fri Nov 04 15:17:43 NOT CONNECTED
    Fri Nov 04 15:17:48 OK
    Fri Nov 04 15:18:43 NOT CONNECTED
    Fri Nov 04 15:18:48 OK
    Fri Nov 04 15:19:30 NOT CONNECTED
    Fri Nov 04 15:19:35 NOT CONNECTED
    Fri Nov 04 15:19:51 NOT CONNECTED
    Fri Nov 04 15:19:56 NOT CONNECTED
    Fri Nov 04 15:20:01 OK
    Fri Nov 04 15:20:42 NOT CONNECTED
    Fri Nov 04 15:20:47 OK
    Monitoring stopped by user

    This is the Event Logs, which I copied at a couple of times and combined:

    DOCSIS(CM) Events

    Date Time Event ID Event Level Description

    • 11/2/2016 15:04 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:04 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:04 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:04 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:04 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:04 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:04 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:05 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:05 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:05 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:05 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:05 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:05 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:06 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:06 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:06 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:06 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:06 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:06 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:06 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:07 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:07 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:07 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:07 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:08 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:08 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:08 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 15:09 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 18:04 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 18:20 82000300 3 Ranging Request Retries exhausted;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 18:20 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM QOS=1.1;CM-VER=3.0;
    • 11/2/2016 18:20 82000300 3 Ranging Request Retries exhausted;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 18:20 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 18:21 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/2/2016 18:25 73040100 6 TLV-11 - unrecognized OID;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/3/2016 16:04 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/4/2016 10:00 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/4/2016 13:00 84020200 5 Lost MDD Timeout;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/4/2016 14:02 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/4/2016 15:16 84020200 5 Lost MDD Timeout;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/4/2016 15:16 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/4/2016 15:16 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/4/2016 15:17 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/4/2016 15:18 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/4/2016 15:18 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/4/2016 15:18 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/4/2016 15:18 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;
    • 11/4/2016 15:19 84000700 5 RCS Partial Service;CM-MAC=5c:8f:e0:2d:79:ff;CMTS-MAC=a4:4c:11:8b:62:62;CM-QOS=1.1;CM-VER=3.0;

    I'm not sure if they will help, but maybe it will.

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @Asniva

    Is the wired PC connection also dropping when this happens?

  • RonJohn's avatar
    RonJohn
    New Contributor

    All those SYNC Timing Synchronization failure and No Ranging Response received - T3 time-out critical errors are a pretty strong indication that the problem has nothing to do with whether or not she's connected by wire.

    Besides, she already said that her PC is wired into the TG2472G.