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sgoodman1138's avatar
sgoodman1138
New Contributor
6 years ago

Internet drops continually

For the past few months, I have had repeated internet drops throughout the day.  At its worst, it is multiple times per hour, which makes working from home challenging.  I have called in multiple times and the only resolution has been for either 1)sending a refresh signal to my modem 2) manually restarting the modem myself.  I have taken the action to connect my modem directly to the coax line coming in from the street, which allowed my to bypass 5 different splitters in my house (I stream my content so this isn't an issue).  From what I have read, looks like I need to have someone come out to resolve.

Here's what my connection looks like:

Starting Frequency
<tabindex=-1>Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 405000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security ENABLED BPI+
IP Provisioning Mode Honor MDD IPv4 only
<tabindex=-1>Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectabables
1 Locked QAM256 33 405000000 Hz 1.6 dBmV 39.3 dB 15 53
2 Locked QAM256 1 783000000 Hz -0.5 dBmV 38.3 dB 20804 63569
3 Locked QAM256 2 789000000 Hz -0.2 dBmV 38.3 dB 0 0
4 Locked QAM256 3 795000000 Hz -0.3 dBmV 38.0 dB 0 0
5 Locked QAM256 4 801000000 Hz -0.5 dBmV 37.8 dB 0 0
6 Locked QAM256 9 831000000 Hz -1.4 dBmV 38.0 dB 0 0
7 Locked QAM256 10 837000000 Hz -1.9 dBmV 37.7 dB 0 0
8 Locked QAM256 11 843000000 Hz -0.9 dBmV 38.0 dB 0 0
9 Locked QAM256 12 849000000 Hz -1.9 dBmV 37.6 dB 0 0
10 Locked QAM256 17 879000000 Hz -2.4 dBmV 37.6 dB 0 0
11 Locked QAM256 18 885000000 Hz -1.5 dBmV 37.7 dB 0 0
12 Locked QAM256 19 891000000 Hz -2.3 dBmV 37.3 dB 0 0
13 Locked QAM256 20 897000000 Hz -2.3 dBmV 37.3 dB 0 0
14 Locked QAM256 21 903000000 Hz -2.2 dBmV 37.4 dB 0 0
15 Locked QAM256 22 909000000 Hz -2.3 dBmV 37.4 dB 0 0
16 Locked QAM256 25 927000000 Hz -2.4 dBmV 37.3 dB 0 0
17 Locked QAM256 26 933000000 Hz -3.1 dBmV 37.0 dB 0 0
18 Locked QAM256 27 939000000 Hz -2.8 dBmV 37.2 dB 0 0
19 Locked QAM256 28 945000000 Hz -4.7 dBmV 36.3 dB 0 0
20 Locked QAM256 29 951000000 Hz -3.8 dBmV 36.8 dB 0 0
21 Locked QAM256 30 957000000 Hz -4.4 dBmV 36.4 dB 0 0
22 Locked QAM256 34 411000000 Hz 2.0 dBmV 40.0 dB 15 60
23 Locked QAM256 35 417000000 Hz 1.4 dBmV 39.6 dB 15 63
24 Locked QAM256 36 423000000 Hz 1.4 dBmV 39.7 dB 14 65
25 Locked QAM256 37 429000000 Hz 1.3 dBmV 39.6 dB 16 70
26 Locked QAM256 38 435000000 Hz 0.8 dBmV 39.7 dB 16 56
27 Locked QAM256 41 453000000 Hz 1.1 dBmV 39.3 dB 13 58
28 Locked QAM256 42 459000000 Hz 0.9 dBmV 39.6 dB 10 66
29 Locked QAM256 43 465000000 Hz 1.0 dBmV 39.5 dB 6 64
30 Locked QAM256 44 471000000 Hz 1.1 dBmV 39.4 dB 13 64
31 Locked QAM256 45 477000000 Hz 0.7 dBmV 38.9 dB 8 68
32 Locked QAM256 46 483000000 Hz 1.4 dBmV 39.1 dB 12 61
<tabindex=-1>Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 Ksym/sec 36800000 Hz 41.5 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 17600000 Hz 39.5 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 24000000 Hz 40.0 dBmV
4 Locked ATDMA 3 5120 Ksym/sec 30400000 Hz 41.0 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV
<tabindex=-1>Downstream OFDM Channels
Channel Channel ID Indicator Subcarrier Zero Frequency Active Subcarrier Number Range Total Codewords Uncorrectable Codewords
1 159 Non-Primary 251600000 Hz 1108 ~ 2987 26113853 0
2 0 Other 0 Hz 0 ~ 0 0 0
<tabindex=-1>Upstream OFDMA Channels
Channel UpstreamIsMuted Ranging Status Subcarrier Zero Frequency Active Subcarrier Number Range Symbols Per Frame Tx Power
1   Other 0 Hz 0 ~ 0 0 0 dBmV
2   Other 0 Hz 0 ~ 0 0 0 dBmV
Current System Time: Tue, Apr 21, 2020 17:47:34

Here is the activity log:

2020-04-21, 10:36:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:35:43 Warning (5) Dynamic Range Window violation
2020-04-21, 10:35:36 Notice (6) TLV-11 - unrecognized OID;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv4
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:13:23 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:13:23 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:13:18 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:13:14 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:13:09 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:13:09 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:13:05 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:12:47 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:12:42 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:12:38 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:12:29 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:12:24 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:11:38 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:08:18 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:08:07 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:07:46 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:07:45 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:07:28 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:07:27 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:07:24 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:07:18 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:07:07 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:07:05 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:06:32 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:06:25 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
2020-04-21, 10:06:20 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=28:80:88:ac:af:30;CMTS-MAC=b4:de:31:2b:80:ec;CM-QOS=1.1;CM-VER=3.1;
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