| [Connectivity] Connection Problem 1) Franklin, TN
2) Internet connection drops, top two lights on modem are green, the third light blinks, seems to be ok in the evenings. I've tried replacing the modem with a rental, but the issue was still there. I've had the tech come out twice and no fix. When I am connected, speeds are really good. See signal/frequency below.
Problem started about a month ago. Modem was not able to get the firmware. Log would show some kind of sw fail error. I can't remember it exactly, but the tech came out, seemed to have fixed it, log looked good. Seemed to be ok for a while then about a week ago the modem started disconnecting again.
3) It seems to disconnect once a day, doesn't seem to be at the same time thought, but usually morning. It seems to eventually come back.
4) Motorola Surfboard SB5100, SB5100-2.3.7.0-GA-00-NOSH
5) Line comes into one 1000Mhz splitter at the house. One goes to the modem and the other to the rest of the house. Line comes into modem and from there it goes into my router (pfSense). Pretty simple, never had problems for the past three years. Started seeing issues about a month ago. (Note: tried several different firewalls just to rule that out. Problem still there, so it's def. outside of my network.)
6) No firewall or anti-virus on pc
------------Signal Levels-------------
NOTE:
Signal levels are great, however I've noticed that the Frequencies have changed. For the past three years they've always been the same. Down used to be something like 693000000 Hz and I'm not sure about the UP, but it was in the 300's yesterday, today the down is same but the up has changed...
Downstream
Frequency - 705000000 Hz Locked
Signal to Noise Ratio - 40 dB
Power Level - -3 dBmV
Upstream
Channel ID - 1
Frequency - 16000000 Hz Ranged
Power Level - 43 dBmV
-------------Log Entries--------------
2009-09-04 18:17:24 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
2009-09-04 18:16:51 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 00:01:13 3-Critical R002.0 No Ranging Response received - T3 time-out
2009-09-04 18:14:22 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
2009-09-04 18:13:49 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 00:00:10 3-Critical R002.0 No Ranging Response received - T3 time-out
2009-09-04 18:01:38 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
2009-09-04 18:01:06 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 01:40:58 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:38:31 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
1970-01-01 01:37:59 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 01:37:06 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:34:00 4-Error D004.3 ToD request sent- No Response received
1970-01-01 01:34:00 3-Critical D005.0 TFTP failed - request sent - No Response
1970-01-01 01:33:49 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
1970-01-01 01:33:17 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 01:32:25 4-Error D004.3 ToD request sent- No Response received
1970-01-01 01:32:09 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:32:06 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 01:32:06 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:29:50 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 01:29:50 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:26:34 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 01:26:34 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:24:27 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 01:24:27 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:20:44 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 01:20:44 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:17:17 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 01:17:17 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:14:29 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 01:14:29 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:12:17 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 01:12:17 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:10:06 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 01:10:06 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:06:42 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:06:27 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 01:06:27 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:03:16 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 01:03:16 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 01:00:16 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 01:00:16 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:58:23 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:58:23 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:55:30 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:55:30 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:53:12 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:53:12 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:49:55 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:49:55 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:46:54 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:46:54 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:43:03 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:43:03 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:40:26 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:40:26 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:37:46 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:37:46 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:34:44 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:34:44 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:32:06 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:31:51 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:31:51 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:29:31 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:29:31 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:26:23 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:26:23 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:23:40 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
1970-01-01 00:23:07 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 00:22:17 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:22:08 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:22:08 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:19:34 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:19:34 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:16:26 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:16:26 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:13:05 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:13:05 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:10:23 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:10:23 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:08:21 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:08:21 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:05:38 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:05:38 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:02:20 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 00:02:20 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 02:18:49 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 02:18:49 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 02:15:55 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 02:15:55 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 02:14:01 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 02:14:01 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 02:11:30 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 02:11:30 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 02:08:37 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 02:08:37 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 02:05:30 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted
1970-01-01 02:05:30 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 02:03:22 3-Critical R003.0 Init RANGING Critical Ranging Request Retries exhausted |
|
 nerdburgPremium
join:2009-08-20
Schuylkill Haven, PA
kudos:1
1 edit | Well, your levels look fine. It could be a bad modem (not likely), noise on the line, bad wiring, bad connectors or a intermittent problem with the signal from Comcast.
If Comcast recently upgraded the system (hence, your frequency change) there may be something out of whack that needs to be adjusted.
Since this is an ongoing issue, I'd post in the Comcast direct forums. You need a good tech out there.
--
[Insert Comcast employee disclaimer here.] |
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| reply to dekopolis
I am having the same problem for the last week. The connection may work fine and then all of a sudden it will drop offline and the send light will be blinking. There was no troubleshooting advice given at all with the telephone customer service. All they could do was to reset the modem and then try to set up a technician visit. I don't want to be charged for a service call when someone should be able to troubleshoot the settings over the phone. What happened to tech support? All the cables and connections are unchanged and the problem is intermittent so it not my network settings. Is there someone who can provide advice to troubleshoot this? I am disappointed with the lack of expertise provided when requesting support. Good grief, I get more info from google search. The problem must be coming from comcast since the drop off is intermittent. |
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 JohkalCool CatPremium,MVM
join:2002-11-13
Happy Valley
kudos:5 | reply to dekopolis
Have you tried the connection without the router? |
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nerdburgPremium
join:2009-08-20
Schuylkill Haven, PA
kudos:1 | reply to GWBeast
said by GWBeast :
I am disappointed with the lack of expertise provided when requesting support. Good grief, I get more info from google search. The problem must be coming from comcast since the drop off is intermittent.
No one can accurately diagnose a physical problem or a plant problem over the phone. You need a tech with diagnostic equipment.
An intermittent problem does not specifically indicate a Comcast problem.
--
[Insert Comcast employee disclaimer here.] |
|
| There is no router...just a direct connection to a single desktop via a Motorola cable modem. Also, there are things that customers can do if given some advice as to what information would be helpful to diagnose the problem (such as signal strength, installed drivers, etc). Most of the techs that come to your house are embarassingly void in knowledge based on my experience. They mainly check the lines. Any computer settings should be able to be gotten from the customer over the phone. I also installed Comcast's Desktop Doctor last week when the system was online and used it twice only to be told that they were unable to diagnose the problem. I have seen others with similar issues involving their cable modem. What I would like to know is what are the possible causes of this (other than a Comcast issue) on the customer end? Surely, there are technical people who could list the issues that they would normally check. I am fairly technically saavy and able to follow instructions. I have been disappointed with the level of tech support. It used to be that you got a level two technician or someone with some background who had more knowledge than myself. If all the tech support people can say on the phone is "I will reset your modem" or "send a technician", that is a major void and inconvenience to customers. Based on the postings I have seen, other customers are reporting this so there should be some acknowledgment by Comcast as to this issue and how it is resolved. |
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| reply to dekopolis
Re: [Connectivity] Connection Problem Smart Zone down (again) Morning of Sept 13, 2009
Comcast Smart Zone - "awarded the worst web mail in the world - bar none" was off line.
Comcast.net services allowed log in, all of the regular services worked until Smart Zone e-mail is chosen.
Of course, the Comcast Tech support is completely worthless and a complete waste of time. They lack the most basic diagnostic tools or ability to listen.
It appears that the DNS has a very long delay or fails to respond for Smart Zone.
Comcast is so intermittent with its total service here in South Denver, all the neighbors notice it.
When Verison moves into the neighborhood, I plan to go door-to-door and let at least 50 neighbors know they can finally drop Comcast.
Oh - Comcast support reported "no updates or technical changes..." I am going to my neighbors wireless QWEST connection - logging onto my comcast mail with the same computer that won't log into Comcast mail directly connected to Comcast. Interesting? |
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| Did nothing except waste time with a Comcast support agent who re-set my modem. NO, the modem reset did not fix the problem.
Four hours later, the smartzone just magically started working agin. No computer reboot, not removing cookies, just wait for Comcast to fix what ever issue they claimed they did not have. |
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| reply to dekopolis
Re: [Connectivity] Connection Problem Were you able to resolve your issue since posting it? I would still like to know if comcast provided a solution for the intermittent upstream signal. So far, I have not seen any plausible explanations thus far. |
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 EGThe wings of lovePremium
join:2006-11-18
Union, NJ
kudos:9 | said by GWBeasty :
So far, I have not seen any plausible explanations thus far.
Wonder how you can say that the responses/explanations haven't been "plausible" ? |
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