Basic Internet Connectivity And Modem Help

[mrpfbjr]

I'm a long time customer. I started out with @home service before it was swallowed up by Comcast 10 + years ago.

Problem: My router keeps loosing DNS setting and occassionally comcast IP settings. This all started since I added digital phone service in Feburary. In trying to resolve I have:

- purchased a brand new modem (Netgear WND3700v3)
- purchased brand new ethernet patch cables
- exchanged modem for new one at Comcast Service Center
- had a Comcast service technician inspect my setup (but it was working when he was here "yep your just fine" )

- called no less than 50 times to customer support.

Every day I lose connection and I can not pull up a web page, check email.. nothing. Windows event viewer shows entries like this:

"Name resolution for the name teredo.ipv6.microsoft.com timed out after none of the configured DNS servers responded."

*Some with different names

+Many occuring at the same time each day
*dns.msftncsi.com, cdn.intermarkets.net, urs.microsoft.com

+9:53:56 AM (most common), 9:53:56 PM, 6:03:02 PM, 6:03:02 AM

I've tried everything I can think of. Changing router dns entries to google (8.8.8.8 - 8.8.4.4) on PC's as well.

But I noticed some wrong web sites come up, so quit using google dns entries.

I even kept my laptop connected over couple days to test. Same dns connection drops.

This evening I had to disconnect the modem and wait about 1 hour before trying the reset modem, then plug in router routine. Now it works long enough to make a last ditch effort here to get some help

If not, seeing how this is widespread, I'm thinking I should contact my state attorney general. This is UNACCEPTABLE!

Here is some info from the modem:

(next time it craps on me, I'll post the log file)

=====================

System: ARRIS DOCSIS 3.0 / PacketCable 1.5 Touchstone Telephony Modem
HW_REV: 7

VENDOR: Arris Interactive, L.L.C.
BOOTR: 1.2.1.25
SW_REV: 7.4.63A
MODEL: TM702G Serial Number: A7RBNW87G736152 Battery Charger FW Rev: 02.30 Options:  
Firmware Name: TS070463A_011312_MODEL_7_8 Firmware Build Time: Fri Jan 13 19:51:50 EST 2012


Downstream   DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
--------------------------------------------------------------------------------------------------------
Downstream 1 40 585.00 MHz 11.55 dBmV 38.61 dB 256QAM 58579556 10 0
Downstream 2 37 567.00 MHz 11.80 dBmV 37.94 dB 256QAM 46750942 9 0
Downstream 3 38 573.00 MHz 11.79 dBmV 38.26 dB 256QAM 51731796 7 0
Downstream 4 39 579.00 MHz 11.52 dBmV 38.61 dB 256QAM 52899042 9 0

Upstream 

UCID Freq Power Channel Type Symbol Rate Modulation
---------------------------------------------------------------------------------------------------------
Upstream 1 4 22.80 MHz 34.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 3 32.40 MHz 34.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
 
System Uptime: 0 d: 1 h: 11 m
Computers Detected: staticCPE(1), dynamicCPE(1)
CM Status: Telephony-Reg Complete
Time and Date: Mon 2012-05-28 00:11:10

Interface Name Provisioned State Speed (Mbps) MAC address
----------------------------------------------------------------------------------------------------------
LAN Enabled Up 1000(Full) 00:151:2F:1A:87
CABLE Enabled Up ----- 00:151:2F:1A:88
MTA Pass Up ----- 00:151:2F:1A:89

[i-am-nerdburg]

Your signal is too "hot". Comcast needs to adjust this. Give 'em a call. 1-800-COMCAST (1-800-266-2278) or 1-800-XFINITY (1-800-934-6489)

[mrpfbjr]

EDITED:

First off, thank you for the reply.

But if I call Comcast and say a guy on the forums say's my "signal is hot" will not get anything done. I have to do the shut-down, unplug, reset hulla dance every time I call.

Besides, this is a COMCAST FORUM is it not? Can they not READ?

This morning I could not get anywhere (browser, email ect..) I looked at my router, which was still connected to Comcast. But the DNS entries were empty. I put google in my adapter (IPV4) settings and now I can browse. I'm paying for russion roullette internet service now. Some times  you get it, other times you dont

Downstream

            DCID  Freq  Power SNR   Modulation  Octets      Correcteds  Uncorrectables

Downstream 1      40    585.00 MHz  11.27 dBmV  38.61 dB    256QAM      9699967     0     0

Downstream 2      37    567.00 MHz  11.64 dBmV  37.94 dB    256QAM      4990411     0     0

Downstream 3      38    573.00 MHz  11.56 dBmV  38.26 dB    256QAM      5467962     0     0

Downstream 4      39    579.00 MHz  11.37 dBmV  38.61 dB    256QAM      5539592     0     0

Upstream

            UCID  Freq  Power Channel Type      Symbol Rate Modulation

Upstream 1  4     22.80 MHz   34.00 dBmV  DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

Upstream 4  3     32.40 MHz   35.50 dBmV  DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

Status

System Uptime: 0 d: 1 h: 09 m

Computers Detected:staticCPE(1), dynamicCPE(1)

CM Status:Telephony-Reg Complete

Time and Date: Mon 2012-05-28 09:58:43

============================================

DOCSIS(CM) Events

=====================================

Date Time   Event ID    Event Level Description

=====================================

1/1/1970 0:00     83000303    4     Service Delete rejected - HMAC Auth failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:00     2417164306  6     MDD IP mode Override Mode=0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:00     83000303    4     Service Delete rejected - HMAC Auth failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:00     2417164306  6     MDD IP mode Override Mode=0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

5/26/2012 14:44   68010300    4     DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:0024   17164306    6     MDD IP mode Override Mode=0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

5/27/2012 10:25   84000700    5     RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

5/27/2012 10:25   84000500    3     SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

5/27/2012 10:25   84020200    5     Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

5/27/2012 10:26   82000400    3     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:00     2417164306  6     MDD IP mode Override Mode=0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

5/27/2012 10:44   82000400    3     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:00     2417164306  6     MDD IP mode Override Mode=0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:00     83000303    4     Service Delete rejected - HMAC Auth failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:00     2417164306  6     MDD IP mode Override Mode=0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

5/27/2012 22:50   84000700    5     RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

5/27/2012 22:50   84000500    3     SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

5/27/2012 22:50   84020200    5     Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

5/27/2012 22:51   82000400    3     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:01     2417164306  6     MDD IP mode Override Mode=0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

PacketCable(MTA) Events

=========================================

Date Time  Event ID    Description

=========================================                                                                  

5/27/2012 22:22   14          Power Supply Telemetry Log - Temperature Alarm Set to 50 C

5/27/2012 22:22   14          Power Supply Telemetry Log - TELEMETRY NORMAL

1/1/1970 0:00     14          Power Supply Telemetry Log - TELEMETRY NORMAL

1/1/1970 0:00     14          Power Supply Telemetry Log - TELEMETRY NORMAL

5/27/2012 22:41   14          Power Supply Telemetry Log - TELEMETRY NORMAL

5/27/2012 22:41   14          Power Supply Telemetry Log - Temperature Alarm Set to 50 C

5/27/2012 22:41   16          MTA TFTP: Successful

5/27/2012 22:41   26          MTA PROV: Successful!

5/27/2012 22:41   3           Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

5/27/2012 22:4    13          Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS

5/27/2012 22:50   65529       Power Supply Telemetry Alarm - AC FAIL

5/27/2012 22:50   14          Power Supply Telemetry Log - AC FAIL

5/27/2012 22:51   3           Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS

5/27/2012 22:51   3           Voice Line State Change, Line Number = 2, Prev State = IS, New State = OOS

1/1/1970 0:00     65529       Power Supply Telemetry Alarm - AC FAIL

1/1/1970 0:00     14          Power Supply Telemetry Log - AC FAIL

5/27/2012 22:59   65529       Power Supply Telemetry Alarm - AC FAIL- Cleared

5/27/2012 22:59   14          Power Supply Telemetry Log - TELEMETRY NORMAL

1/1/1970 0:00     14          Power Supply Telemetry Log - TELEMETRY NORMAL

5/27/2012 23:00   16          MTA TFTP: Successful

5/27/2012 23:00   26          MTA PROV: Successful!

5/27/2012 23:00   3           Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

5/27/2012 23:00   3           Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS

5/27/2012 23:00   14          Power Supply Telemetry Log - TELEMETRY NORMAL

5/27/2012 23:00   14          Power Supply Telemetry Log - Temperature Alarm Set to 50 C

1/1/1970 0:00     14          Power Supply Telemetry Log - TELEMETRY NORMAL

5/28/2012 8:49    16          MTA TFTP: Successful

5/28/2012 8:49    26          MTA PROV: Successful!

5/28/2012 8:49    3           Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

5/28/2012 8:49    3           Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS

5/28/2012 8:49    14    Power Supply Telemetry Log - Temperature Alarm Set to 50 C

5/28/2012 8:491   4     Power Supply Telemetry Log - TELEMETRY NORMAL

[Jim721]

Your upstream is low enough you could add another splitter to your modem line that would bring your downstream lower and your upstream has plenty of room to rise with no issues. If you dont want to call CC then try this it may work for you. Looking at your signals a -7.0 db tap on a three way splitter would bring you right in spec for both up and down as long as there are no other issues going on there. Good Luck !!

[mrpfbjr]

Hmm.. interesting.

I orginally had them leave my modem I purchases years ago (SB5120) for internet, arris for digital phone. So there is a splitter there next to the arris modem of theirs. I now just use the arris modem into my router. I just bypassed it weeks ago in desperation. I'll pass through that.

Thanks

Isn't the internet fun!

[Jim721]

Do you have a 3 way splitter or a 2 way? The 3 Way will have 1 tap that is -3.5 db and 2 taps that are -7.0 db either one will drop your downstream but with your signals the -7.0 would be better. Please post back and let us know if this worked for you.

[EG]

May I add that ideally, an actual attenuator device would be preferable to using splitters for this purpose. Any unused ports on a splitter are a potential source of noise ingress / RF egress. Unused ports should be capped.

[Jim721]

Good point EG should have mentioned about capping any unused ports. And yes a  attenuator would be the best way to go but the splitter will do the same thing.

[mrpfbjr]

Thank you.

At this moment I have cable going to 2-way splitter. One pigtailed to modem, the other pigtail just hanging there. Caps? Jeez what next duct tape and bailing wire... lol

Downstream 1

40

585.00 MHz

6.47 dBmV

38.26 dB

256QAM

350966

0

0

Downstream 2

37

567.00 MHz

7.82 dBmV

37.94 dB

256QAM

127272

0

0

Downstream 3

38

573.00 MHz

7.06 dBmV

38.26 dB

256QAM

127822

0

0

Downstream 4

39

579.00 MHz

7.00 dBmV

38.26 dB

256QAM

125689

0

0

Upstream

 

UCID

Freq

Power

Channel Type

Symbol Rate

Modulation

Upstream 1

4

22.80 MHz

37.50 dBmV

DOCSIS2.0 (ATDMA)

5120 kSym/s

64QAM

Upstream 4

3

32.40 MHz

37.50 dBmV

DOCSIS2.0 (ATDMA)

5120 kSym/s

64QAM

[Jim721]

Now your signals are much better however your upstream is a little low. Capping simply means you dont want to leave any unused ports on your splitters open with no connection to it they make caps that cover them so no RF noise can leak in the lines.

[mrpfbjr]

So now here is the $100,000.00 dollar question. Why doesn't a Comcast employee notice this and correct it from their end or mine?

I'm an IT techncian by trade and would be fired for such an oversight.

I've made at least 50 calls since February. Mostly because the first arris modem had to be "reset" from their end several times after about 2 hours of it working. They would reset the digital phone service and forget I had internet services as well (Doh!) I chalked it up to me want to use my SB5120 before this.. maybe they didnt update their notes.."customer not using sb5120 now"

So apparently they did some kind of adjustment on site with the splitter being used?

This is beyond silly and into the dead center of STUPID. 

I'm not convinced this will fix my issue, but I'll let you all know how it goes.

Thanks

[Jim721]

Im not saying you dont have any issues with your signals being to hot because as you see you do adding the splitter or an  attenuator may be putting a band aid on the real problem but it does work. Ideal would be to have a tech visit and let him adjust your signal levels at the amp. If you decide to call them for a tech make sure you put things back the way they were if you dont they will say your signals are ok and there is no problem on there end. And yes i know what its like dealing with CC csr. At least now you should not have any more modem drops now that your down is in spec. Good Luck !!

[mrpfbjr]

Where is the amp located?

The reason I ask is because in early February when they first added digital phone things were fine. Then about 2 weeks later while I was at work my wife let a technician in to, as he put it "check something" He was outside on the pole for about 30 minutes before this. I was very upset because he didn't call first before asking to enter our home, I didn't like the whole situation, very unprofessional. I called later that day to be sure he was indeed a comcast employee.

Anywho... the next day is when this whole thing started. But no matter how hard I tried to tie this event to the outages. The CSR's on the phone wouldn't investigate it.

If the adjustmensts need to be on the pole or the modem, then yes I'll call and raise cain and demand it gets fixed. I've got enough info now to lodge a good complaint with my state attorney general if this fails.

[Jim721]

The issues with a HOT signal is a CC issue as if you had bad coax or splitters your signals would be low not high. Put things back as they were and tomorrow call and book a tech to come over and investigate the cause.It wont be hard for the CSR to send you a tech as she will see your high downstream signals on her end.

[mrpfbjr]

Thats assuming that when I call, the CSR will

1. notice the signals are high/low

I've yet to have a CSR "see" anything.

2. listen to me explain what I've learned here and be keenly aware there is a PROBLEM

The usual response is "I can send a tech out?" Meaning - you are taking more time and I'll just let a tech deal with you.

When the last tech was here he said that everything was "working normally" with the modem and that any issue was possibly my brand new router causing it. Oh and.. "comcast does not support routers".

Thanks

[Jim721]

When you call CC the rep can see all the same and more of your signals and SNR's on there computer so no problem there. Have them read your signals to you and see if they match what your modem says if they do a tech can verify this and send a line tech out to fix/adjust your signal levels.This is not a modem issue or a issue with your router your downstream signals are simply to high for your modem to function properly.

  Not sure if you read this but it might help you get an idea of whats good and whats not.

  http://forums.comcast.com/t5/Connectivity-and-Modem-Help/Connection-Troubleshooting-Tips/td-p/125357...

[i-am-nerdburg]

---

Jim721 wrote:

Your upstream is low enough you could add another splitter to your modem line that would bring your downstream lower and your upstream has plenty of room to rise with no issues.

---

You can attanuate the forward path, but not the return path. A splitter will make the upstream look nicer, but it won't actually change the receive value at the node at all. Comcast needs to adjust levels at the plant.

[mrpfbjr]

After posting last month I was subsequently banned from this website. And now as you can see I am unbanned. I can only guess it was retaliation for seeking help here. Thanks all for your helpful posts. The issue is still outstanding unfortunately.