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rdstoll

join:2000-10-25
Des Plaines, IL

[Connectivity] Intermittent connectivity loss/speeds

Answer these "6" questions first, then answer any of the following questions that are specific to your issue:

1) Your location: Des Plaines, Il

2) Frequent connection loss and/or a severe slowdown in speeds. Times appear to be random. Have done multiple reboots of the cable modem and router to no avail.

3) Is the issue intermittent, constant or does it occur at a specific time of day? Happens at least once a day (as far as I know) but doesn't seem to happen at a specific time, however we notice it more at night.

4) Your modem make, model & firmware version. How to find firmware version: Ubee
Cable Modem : DOCSIS 1.0/1.1/2.0/3.0 Compliant
MAC Address : 90:xxxxxxxx:2A
Serial Number : Axxxxxxxx1
Boot Code Version : 6.1.1c
Software Version : 3.10.1309
Hardware Version : 1.47.3
CA Key : Installed

5) Describe any home networking if applicable. (i.e. routers, hubs, adapters, etc.). Apple Airport Extreme - firmware updated. I have connected my laptop directly to the cable modem without seeing any improved result.

6) List any firewall and/or anti-virus software you have installed. Include what version you have. Trend Micro Internet Security on PCs. Nothing on my Macbook.

Additional information:
Here is a sample of errors reported on the cable modem Event Log:
Mon Oct 29 00:56:18 2012 Mon Oct 29 00:56:18 2012 Error (4) DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=90:xxxxxxxxx2a;CMTS-MAC=00:xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

Mon Oct 29 09:42:40 2012 Mon Oct 29 14:34:22 2012 Critical (3) No Ranging Response received - T3 time-out
Mon Oct 29 16:01:11 2012 Mon Oct 29 19:22:24 2012 Warning (5) MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=-1;CM-MAC=90xxxxxxxxxxa;CMTS-MAC=0xxxxxxxxxxf;CM-QOS=1.1;CM-VER=3.0;

Tue Oct 30 01:55:34 2012 Wed Oct 31 15:39:00 2012 Critical (3) No Ranging Response received - T3 time-out
Thu Nov 1 17:19:33 2012 Thu Nov 1 19:18:38 2012 Warning (5) MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=-1;CM-MAC=90xxxxxxxxa;CMTS-MAC=0xxxxxxxxxf;CM-QOS=1.1;CM-VER=3.0;

Fri Nov 2 05:33:35 2012 Fri Nov 2 07:56:50 2012 Critical (3) No Ranging Response received - T3 time-out
Fri Nov 2 15:37:09 2012 Fri Nov 2 16:08:57 2012 Warning (5) MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=-1;CM-MAC=90xxxxxxxx2a;CMTS-MAC=00xxxxxxxxf;CM-QOS=1.1;CM-VER=3.0;

I have a tech coming out today but thought I'd at least try to narrow down what might be the problem on here before he gets here. I have Xfinity/Comcast Performance Internet Service

Thanks!


bernardc

join:2009-12-13
Berkeley, CA

Did the problem get resolved? How?

If not, please tell us your signal levels which you can see in the modem's web interface.



tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:5
reply to rdstoll

Can you post the signal levels and SNR from the modem?



rdstoll

join:2000-10-25
Des Plaines, IL

3 edits
reply to rdstoll

Technician came out and said that part of the problem was having open ports on the splitter I was using. Also mentioned something outside and that he called it in but didn't say exactly what the problem was. thank you very much for responding!

I'm not sure if the info you are requesting is in here but here are some stats from the cable modem:
Downstream?
Cable Modem Downstream

DS-1 DS-2 DS-3 DS-4
Frequency 657000000 675000000 687000000 693000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 2 5 7 8
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 5.360537 5.360537 5.360537 5.360537
Interleave Depth I=32
J=4 I=32
J=4 I=32
J=4 I=32
J=4
Power Level
(dBmV) 12.24 11.38 11.79 11.72
RxMER
(dB) 30.31 30.10 30.10 29.95
Correctable
Codewords 167281228 270163648 330741848 385663021
Uncorrectable
Codewords 9764 62723 140928 260744

Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type Mixed N/A 2.0 2.0
Channel ID 3 N/A 1 2
Frequency
(Hz) 24200000 N/A 36400000 29500000
Ranging Status Success N/A Success Success
Modulation 16QAM N/A 64QAM 32QAM
Symbol Rate
(KSym/sec) 2560 N/A 5120 5120
Mini-Slot Size 4 N/A 2 2
Power Level
(dBmV) 42.25 N/A 43.75 43.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

Cable Modem Upstream Burst

US-1
Req
Init Maint
Per Maint
Short Data
Long Data
Adv Short
Adv Long
Adv UGS
(1)

(3)

(4)

(5)

(6)

(9)

(10)

(11)

Modulation Type QPSK QPSK QPSK 16QAM 16QAM 16QAM 16QAM 16QAM
Differential Encoding OFF OFF OFF OFF OFF OFF OFF OFF
Preamble Length 56 640 384 168 192 104 104 104
Preamble Value Offset 652 0 0 712 712 908 908 908
FEC Error Correction (T) 0 5 5 6 8 6 8 6
FEC Codeword Information Bytes (k) 16 34 34 78 220 78 224 78
Maximum Burst Size 0 0 0 23 255 14 255 255
Guard Time Size 8 48 48 8 8 8 8 8
Last Codeword Length FIX FIX FIX SHORT SHORT SHORT SHORT SHORT
Scrambler on/off ON ON ON ON ON ON ON ON

Cable Modem Status
Item Status Comments
Acquired Downstream Channel 657 MHz Primary Downstream Locked
Ranged Upstream Channel 24.2 MHz Success
Provisioning State OK Operational
Ethernet Link Status Up 100 Mbps/Full duplex


tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:5
Reviews:
·Comcast

said by rdstoll:

Technician came out and said that part of the problem was having open ports on the splitter I was using. Also mentioned something outside and that he called it in but didn't say exactly what the problem was. thank you very much for responding!

Power Level
(dBmV) 12.24 11.38 11.79 11.72
RxMER
(dB) 30.31 30.10 30.10 29.95

It looks like your downstream power level is a bit high, and the SNR is low.
Since the tech noticed it, he problaby put in a ticket to line maintaince to adjust those levels, and attempt to clean up some noise.
It could take a few days or even week(s) but keep an eye on those numbers power should drop to 10 or less RxMER should rise a bit.
If it's not better in a week I'd call and complain again.


rdstoll

join:2000-10-25
Des Plaines, IL
reply to rdstoll

Just and FYI -- these are my stats at a moment when I'm having issues with the speeds and high ping times.

Cable Modem Downstream

DS-1 DS-2 DS-3 DS-4
Frequency 657000000 675000000 687000000 693000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 2 5 7 8
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 5.360537 5.360537 5.360537 5.360537
Interleave Depth I=32
J=4 I=32
J=4 I=32
J=4 I=32
J=4
Power Level
(dBmV) 11.29 10.51 10.78 11.03
RxMER
(dB) 34.08 34.48 34.63 34.63
Correctable
Codewords 167653076 270760006 331479540 394875126
Uncorrectable
Codewords 21090 74042 152394 291898

Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type Mixed N/A 2.0 2.0
Channel ID 3 N/A 1 2
Frequency
(Hz) 24200000 N/A 36400000 29500000
Ranging Status Success N/A Success Success
Modulation 16QAM N/A 64QAM 32QAM
Symbol Rate
(KSym/sec) 2560 N/A 5120 5120
Mini-Slot Size 4 N/A 2 2
Power Level
(dBmV) 42.25 N/A 43.75 43.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

Cable Modem Status
Item Status Comments
Acquired Downstream Channel 657 MHz Primary Downstream Locked
Ranged Upstream Channel 24.2 MHz Success
Provisioning State OK Operational
Ethernet Link Status Up 100 Mbps/Full duplex


rdstoll

join:2000-10-25
Des Plaines, IL

Hey just out of curiosity where should the downstream signal level be and the SNR? I was down to 11dB signal strength and SNR inched up from ~30 to ~34 today.



pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3

said by rdstoll:

Hey just out of curiosity where should the downstream signal level be and the SNR? I was down to 11dB signal strength and SNR inched up from ~30 to ~34 today.

»Comcast High Speed Internet FAQ »What should my Signal Levels be?

~34.5 is much, much better than 30, but still not great.
--
"Women. Can't live with 'em, pass the beer nuts." -Norm


rdstoll

join:2000-10-25
Des Plaines, IL
reply to rdstoll

Looks like my Power level has come down but is it too low now? Based on the guide it looks like it might be even though SNR is better?

Cable Modem Downstream

DS-1 DS-2 DS-3 DS-4
Frequency 657000000 651000000 669000000 675000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 2 1 4 5
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 5.360537 5.360537 5.360537 5.360537
Interleave Depth I=32
J=4 I=32
J=4 I=32
J=4 I=32
J=4
Power Level
(dBmV) 5.49 6.29 4.70 5.04
RxMER
(dB) 34.35 34.63 34.63 34.77
Correctable
Codewords 3293 2219 5481 6300
Uncorrectable
Codewords 898 725 625 811

Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type Mixed N/A 2.0 2.0
Channel ID 3 N/A 1 2
Frequency
(Hz) 24200000 N/A 36400000 29500000
Ranging Status Success N/A Success Success
Modulation 16QAM N/A 64QAM 32QAM
Symbol Rate
(KSym/sec) 2560 N/A 5120 5120
Mini-Slot Size 4 N/A 2 2
Power Level
(dBmV) 44.00 N/A 51.00 51.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 6 10
T4 Timeouts 0 0 0 0


tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:5
Reviews:
·Comcast

Are you still having problems?
That's probably due to outside adjustments so (as long as they are stable within a 3 point range) your downstream power is good and the SNR above 34 should be fine (keep refreshing the signal page and you'll see constant, (hopefully) small variations which is normal.) BTW 30 is very bad to unusable.
The upstream looks borderline on the last 2 channels, but still maybe ok (as them to look at that if you continue to have problems) and they may still be doing adjustments



EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:10

1 recommendation

reply to rdstoll

FWIW, sometimes high downstream power with an SNR that is low can indicate a defective modem.



rdstoll

join:2000-10-25
Des Plaines, IL
reply to tshirt

I am not having nearly as many problems as before but still do have episodes where my speeds come to a crawl. Plus I just don't feel like I'm getting the speeds I should be. It's rare that I get a downstream higher than 10MB and for some reason I thought my tier would get better.

I want to call them again but I just don't know what to tell the guy from India that's on the other line as these low-level techs always want to start with "reboot your modem". If there was a way to skip 10 steps ahead in the script and just ask if they've made adjustments I'm all ears.



tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:5
Reviews:
·Comcast

Nope, No way to skip ahead (though you get more experinced people much of the time who can speed up the process)
just be prepared to follow the instructions step by step (if you're ready, it goes pretty quick) being polite sometimes gets better results but they need to send a tech and the tech needs to check and then call for line maintaince, and so on.
I would guess the slowdown is becuase they are still adjusting the uptreams in your are (power levels that far apart aren't what they normally shoot for/desirable) So it might get fixed without YOU complaining anyway, but the sqeaky wheel may get looked at first.

BTW if it's a rental modem you could try trading it in, some work better then others.



rdstoll

join:2000-10-25
Des Plaines, IL
reply to rdstoll

Can someone take a look at this again. After having things run smoothly for like 2-3 weeks I've gone right back to having horrible speeds and barely any connection at all. Am at wit's end with this.

Cable Modem Downstream

DS-1 DS-2 DS-3 DS-4
Frequency 657000000 663000000 669000000 693000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 2 3 4 8
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 5.360537 5.360537 5.360537 5.360537
Interleave Depth I=32
J=4 I=32
J=4 I=32
J=4 I=32
J=4
Power Level
(dBmV) 5.53 3.98 5.10 4.66
RxMER
(dB) 34.77 34.77 34.93 35.25
Correctable
Codewords 503 613 769 1326
Uncorrectable
Codewords 855 851 944 633

Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type Mixed N/A 2.0 2.0
Channel ID 3 N/A 1 2
Frequency
(Hz) 24200000 N/A 36400000 29500000
Ranging Status Success N/A T4 Timeout Success
Modulation 16QAM N/A 64QAM 32QAM
Symbol Rate
(KSym/sec) 2560 N/A 5120 5120
Mini-Slot Size 4 N/A 2 2
Power Level
(dBmV) 44.50 N/A 44.75 48.50
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 7 0
T4 Timeouts 0 0 5678 0