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Dmaineminent

join:2013-08-23
Saint Augustine, FL

2 edits

[Connectivity] Connectivity issues w/downstream power level?

So I recently got Comcast 25/5, along with that I purchased my own MOTO SB6121, and a Netgear router. After about 4 days, my internet started cutting out ~once a day, sometimes more. The way it drops, it doesn't give me any sort of notification on the router or modem, all the lights are functioning properly, and to restore connection. I have to power cycle both of them. The other day it happened 3 times in about an hour, so I decided to just try to power cycle to router, and connectivity was restored, but not for long. Since I bought the products from Walmart, I decide that getting a new router should come first, but alas, I'm here now as I woke up this morning with no internet and the setup requiring a power cycle again before I can use it.

I've been reading about my downstream power levels for DOCSIS 3.0, and I think I could have too much of a variance in them. Last time it went down I read off

Downstream Bonding Channel Value
Channel ID 2 4 6 7
Frequency 633000000 Hz 645000000 Hz 657000000 Hz 663000000 Hz
Signal to Noise Ratio 37 dB 36 dB 37 dB 37 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
7 dBmV 6 dBmV 7 dBmV 5 dBmV

Is the way my connectivity drops consistent with power levels being off? I can't seem to find anyone mentioning the exact way an internet connection will drop as a result to bad power levels. Are there any easy things I can do to trouble shoot these lines or anything? Will Comcast send out a tech for free?

if there is anything else I can do to help give you an idea of what's going on, please just let me know.

- John

Edit: I forgot to mention, I see a lot of posts regarding the issue with people suggesting that a useless splitter could be the cause, but we have DirecTV and Comcast, so Comcast utilizes a single line coming into the house. I don't think they use any splitters.


andyross
Premium,MVM
join:2003-05-04
Schaumburg, IL

Re: Connectivity issues with SB6121, downstream power levels?

What are your upstream levels, and can you also post the log file?


Dmaineminent

join:2013-08-23
Saint Augustine, FL

2 edits
reply to Dmaineminent

Sure, here are my upstream levels (at the time of posting) and my log right below it

Upstream Bonding Channel Value
Channel ID 10 11
Frequency 34800000 Hz 27900000 Hz
Ranging Service ID 12421 12421
Symbol Rate 5.120 Msym/sec 5.120 Msym/sec
Power Level 42 dBmV 42 dBmV
Upstream Modulation [3] QPSK
[3] 64QAM
[3] QPSK
[3] 64QAM

Ranging Status Success Success

and the log----------------

Time Priority Code Message
Aug 23 2013 07:48:42 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:01:5c:3c:6:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 23 2013 06:51:06 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:01:5c:3c:6:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=7c:bf:b1:d6:24:24;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 21 2013 09:42:05 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:d6:24:24;CMTS-MAC=00:01:5c:3c:96:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 20 2013 23:23:19 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:01:5c:3c:6:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 20 2013 23:17:00 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:01:5c:3c:6:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:01:5c:3c:6:4c;CM-QOS=1.1;CM-VER=3.0;
Aug 20 2013 22:55:58 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:01:5c:3c:6:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 20 2013 22:53:38 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:01:5c:3c:6:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 20 2013 22:37:50 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:01:5c:3c:96:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:01:5c:3c:6:4c;CM-QOS=1.1;CM-VER=3.0;
Aug 20 2013 22:34:25 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:01:5c:3c:6:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=7c:bf:b1:d6:24:24;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 20 2013 22:29:47 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:01:5c:3c:6:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=7c:bf:b1:d6:4:24;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

I did notice the 5. Warning Z00.0 comes up whenever the problem occurs.

EDIT ---------------------------

The problem just occured again, loss of connectivity, no signs of loss on the router or modem (Maybe I'm too slow getting there? it's in the other room), required a power cycle to gain internet access again. Here are the logs from when it happened just now

Aug 23 2013 20:43:45 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:d6:24:24;CMTS-MAC=00:01:5c:3c:96:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=7c:bf:b1:d6:24:24;CMTS-MAC=00:01:5c:3c:96:4c;CM-QOS=1.1;CM-VER=3.0;
Aug 23 2013 20:40:40 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:d6:24:24;CMTS-MAC=00:01:5c:3c:96:4c;CM-QOS=1.1;CM-VER=3.0;



SHoTTa35

@optonline.net

Your power levels are fine but you mentioned resetting the router restores network connectivity so that sounds like the router is the issue and not the modem itself.


Dmaineminent

join:2013-08-23
Saint Augustine, FL

1 edit
reply to Dmaineminent

Yeah, but I replaced my router (with the same model and make), but a new router, nonetheless. And the problem persists. There has to be something I can try to fix this.

Edit: it's happened like 3 times tonight, this is getting annoying.


n_w95482
Premium
join:2005-08-03
Ukiah, CA

What about trying it with no router, PC directly connected?
--
KI6RIT


Dmaineminent

join:2013-08-23
Saint Augustine, FL
reply to Dmaineminent

Yeah I'm probably going to try this next to be honest with you. I would really like to exchange the modem before having a technician come out too. Is calling Comcast and having them run tests from their side even worth it? Also, any other trouble shooting tips greatly appreciated.


n_w95482
Premium
join:2005-08-03
Ukiah, CA

That would be something else to try, but I'd only have them remotely check it after it stops working (but before pulling the power).
--
KI6RIT


Dmaineminent

join:2013-08-23
Saint Augustine, FL

said by n_w95482:

That would be something else to try, but I'd only have them remotely check it after it stops working (but before pulling the power).

Right, I will make sure to try that next. Maybe sometime tomorrow. I also use utorrent and basically seed at 0 kb/s 24/7, could this have any effect on my network? I'm pretty much looking to cover all the nooks and crannies before having a tech come out. Comcast will send out a tech free of charge, correct?

n_w95482
Premium
join:2005-08-03
Ukiah, CA

Depending on what router you're using and how good its firmware implementation is, P2P activity could be causing issues with it. Older Linksys routers were very problematic when used for such. Definitely another reason to try directly connecting to the modem.

As for the truck roll, there's no charge if they determine the issue to be on their end. If not, then they will likely charge you.
--
KI6RIT


Dmaineminent

join:2013-08-23
Saint Augustine, FL

said by n_w95482:

Depending on what router you're using and how good its firmware implementation is, P2P activity could be causing issues with it. Older Linksys routers were very problematic when used for such. Definitely another reason to try directly connecting to the modem.

As for the truck roll, there's no charge if they determine the issue to be on their end. If not, then they will likely charge you.

It just went down again, this is really getting out of hand. I realized that the first time it went down, it was ~14 hours after we moved the location of the modem and router to a new wall outlet, not a new cable outlet, just an electrical outlet. We had it at a different outlet for ~3-4 days before moving it with no issues. Could this play a part at all? I have a brand new Netgear N300 and an SB6121.

andyross
Premium,MVM
join:2003-05-04
Schaumburg, IL
reply to Dmaineminent

You log is filled with tons of "Cable Modem Reboot due to power reset" messages. Check your power supply and make certain the supply and the cord in the back of the router are properly seated.


Dmaineminent

join:2013-08-23
Saint Augustine, FL

said by andyross:

You log is filled with tons of "Cable Modem Reboot due to power reset" messages. Check your power supply and make certain the supply and the cord in the back of the router are properly seated.

I was under the impression that was from when I did a power cycle?


flwpwr

@comcast.net

said by Dmaineminent:

I was under the impression that was from when I did a power cycle?

probably is.

So I pulled up your modem in our tools I see nothing overly suspicious, SNR on down and up is fine and fairly consistent, levels are fine and fairly consistent across the week, I would check and make sure both power [the whole way ie if you have a power strip make sure the modem and router is snug in it and the strip is snug in its socket] as well as make sure you have good cables with a snug connection. Oh and wave to the dolphins over by porpoise point near A street for me, have not seen them since high school [don't ask how many years that was, lets just say its more years than I was old when I used to go over there] , course they are not always there and its probably after the season now, but next year.

What ever it is its real short bursts as the only fluctuation I see is correctable errors and well, they are correctable so... A node log might provide more info if its a cable problem, but I suspect not since it did not start happening until you moved the modem and router. Might re-seat the COAX and Ethernet cables, more likley problem and if you happened to break off the tab on the RJ-45 plugs, get a new Ethernet cable and replace it.

Dmaineminent

join:2013-08-23
Saint Augustine, FL

2 edits

said by flwpwr :

said by Dmaineminent:

I was under the impression that was from when I did a power cycle?

probably is.

So I pulled up your modem in our tools I see nothing overly suspicious, SNR on down and up is fine and fairly consistent, levels are fine and fairly consistent across the week, I would check and make sure both power [the whole way ie if you have a power strip make sure the modem and router is snug in it and the strip is snug in its socket] as well as make sure you have good cables with a snug connection. Oh and wave to the dolphins over by porpoise point near A street for me, have not seen them since high school [don't ask how many years that was, lets just say its more years than I was old when I used to go over there] , course they are not always there and its probably after the season now, but next year.

What ever it is its real short bursts as the only fluctuation I see is correctable errors and well, they are correctable so... A node log might provide more info if its a cable problem, but I suspect not since it did not start happening until you moved the modem and router. Might re-seat the COAX and Ethernet cables, more likley problem and if you happened to break off the tab on the RJ-45 plugs, get a new Ethernet cable and replace it.

Lol, well I don't head down to the beach much nowadays, but if I do, I'll make sure to. I have resat and replaced the coax and ethernet cable at least twice so far. Is there a good possibility it's a faulty modem? And in regards to the power reset error, I took notice that it actually gives me that error first, so maybe that is the root of my problem. What exactly would happen to my modem and router if the modem was experiencing resets? As of now, I think a router power cycle still fixes the problem, which almost made no sense because I replaced the router, but might make sense if the modem is doing a power reset, and maybe power cycling the router is just letting it reset also to basically get on the same page?

edit: so I guess my question is, the logs are telling me my modem is having a power reset, this happens before the other error, so it would be stupid to assume the power error is not part of the problem, but at this point, I have to try to prove that something else is causing this error. Is it a common error..? should I assume that the power reset is the cause of my problems?

edit2: The outlet in question is loose and has quite a bit of wiggle room. I moved the router over to another outlet last night (even though I still suspect it's the modem), I had one disconnect earlier this morning, maybe around ~7am, which is actually almost a trend now. I want to see how it goes tonight before moving the modem over to the other outlet.

andyross
Premium,MVM
join:2003-05-04
Schaumburg, IL

Can you access the modem when you cannot access the Internet? If so, check the signals and logs. You can also do a reboot from one of the menus instead of pulling the power.


Dmaineminent

join:2013-08-23
Saint Augustine, FL

said by andyross:

Can you access the modem when you cannot access the Internet? If so, check the signals and logs. You can also do a reboot from one of the menus instead of pulling the power.

Ok, here's the deal at the moment. After changing the modem's electrical outlet, I experienced smooth no issue internet for ~2 days, since my last post I believe, I have the logs to back it up. The error in the logs I was getting was a power error (see above) and this error can occur through natural problems with a modem or outlet (in my case an outlet) or this error can occur when you do a power cycle on the modem. I get home tonight, ready to post an update and a fix, and my brother tells me he had an internet outage earlier, and he power cycled the router, and it fixed the problem. I should note that before, the problem was also solved by a router power cycle because the modem just went through a loss of power itself. But after he told me that, I went to the logs, and the error wasn't present, so at the moment I'm still kind of confident the issue was solved by changing the power outlet of the modem and router, but I will have to monitor it for issues for a few more days before I'm confident I'm problem free. Any trouble shooting tips and tricks are still greatly appreciated. And thank you to everyone who has posted thus far. Hopefully this is my last post.

Dmaineminent

join:2013-08-23
Saint Augustine, FL

2 edits
reply to Dmaineminent

Ugh, ok, so I'm back. Internet went down tonight, here are the logs. I believe it's a different problem. On my modem when the problem occured, the downstream light is solid green, the upstream is blinking, and the internet light is completely off.

Jan 01 1970 00:01:26 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=7c:bf:b1:d6:24:24;CMTS-MAC=00:01:5c:3c:96:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=7c:bf:b1:d6:24:24;CMTS-MAC=00:01:5c:3c:96:4c;CM-QOS=1.1;CM-VER=3.0;
Aug 26 2013 21:47:40 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=7c:bf:b1:d6:24:24;CMTS-MAC=00:01:5c:3c:96:4c;CM-QOS=1.1;CM-VER=3.0;
Aug 26 2013 21:47:40 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=7c:bf:b1:d6:24:24;CMTS-MAC=00:01:5c:3c:96:4c;CM-QOS=1.1;CM-VER=3.0;
Aug 26 2013 21:47:40 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=7c:bf:b1:d6:24:24;CMTS-MAC=00:01:5c:3c:96:4c;CM-QOS=1.1;CM-VER=3.0;
Aug 26 2013 21:47:40 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=7c:bf:b1:d6:24:24;CMTS-MAC=00:01:5c:3c:96:4c;CM-QOS=1.1;CM-VER=3.0;
Aug 26 2013 21:47:39 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=7c:bf:b1:d6:24:24;CMTS-MAC=00:01:5c:3c:96:4c;CM-QOS=1.1;CM-VER=3.0;

Please help

edit: just an FYI, I have absolutely no internet connection at the moment, I can't get anything.

edit2: comcast said there was a big outage in my area, all is good for now, will update later if problems arise, again, thank you to all those who posted.