Dropped Connection, Sporadic Internet

Seriously99999 · ‎08-11-2012

We got Comcast cable internet on Thursday morning. Problems began Thursday afternoon. The internet would randomly disconnect, wireless would say "no internet," etc. Problems began after booting up our laptop. We will have internet for a few hours at a time, and then nothing. The dropped connection might last a few seconds, or it might last a few hours. We have not contacted tech support yet.

When having problems, we see that the lights on the modem are green. The ready light is not on. DS is steady green. US is flashing green. Ethernet and Power are on. When the internet its working, all lights are on; DS and US are blue, and Ready, Ethernet, and Power are green.

When having problems, we see that the lights on the router are green (power, internet, and wireless). We are using the wireless connection for all devices (desktop, laptop, Wii, ipod, and ipad).

I downloaded Comcast's EasySolve, and I had about an hour of steady connection after that. Last time the connection dropped, I ran EasySolve and the connection was restored.

I power-cycled all equipment. After the power-cycle, the modem's upstream dBmV dropped from 52.0 to 49.5. It is back up to 51.0 again.

We purchased our modem and router through Comcast.

Modem information: Ubee DOCSIS 3.0 (Software 3.10.1309; Hardware 1.47.3)

Downstream: -5.05 dBmV; 35.97 SNR

Upstream: 51.0 dBmV

Modem Error Logs:

Sat Aug 11 13:45:55 2012

Warning (5)

MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=-1;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Sat Aug 11 13:45:55 2012

Critical (3)

Registration RSP rejected message syntax error;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Sat Aug 11 13:45:55 2012

Critical (3)

Registration RSP rejected unspecified reason;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Sat Aug 11 13:45:55 2012

Error (4)

T6 Timeout and retries exceeded

Sat Aug 11 13:45:55 2012

Critical (3)

REG RSP not received;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Sat Aug 11 13:46:10 2012

Sat Aug 11 13:46:21 2012

Critical (3)

No Ranging Response received - T3 time-out

Sat Aug 11 13:46:28 2012

Warning (5)

MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=-1;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Sat Aug 11 13:47:21 2012

Sat Aug 11 13:47:39 2012

Critical (3)

No Ranging Response received - T3 time-out

Sat Aug 11 13:47:40 2012

Critical (3)

Ranging Request Retries exhausted

Sat Aug 11 13:47:40 2012

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted

Sat Aug 11 13:47:41 2012

Critical (3)

Ranging Request Retries exhausted

Sat Aug 11 13:47:41 2012

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted

Sat Aug 11 13:47:41 2012

Critical (3)

Ranging Request Retries exhausted

Sat Aug 11 13:47:41 2012

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted

Sat Aug 11 13:47:54 2012

Sat Aug 11 13:48:29 2012

Critical (3)

No Ranging Response received - T3 time-out

Sat Aug 11 13:48:31 2012

Critical (3)

Ranging Request Retries exhausted

Sat Aug 11 13:48:31 2012

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted

Sat Aug 11 13:48:41 2012

Sat Aug 11 13:49:18 2012

Critical (3)

No Ranging Response received - T3 time-out

Sat Aug 11 13:49:20 2012

Critical (3)

Ranging Request Retries exhausted

Sat Aug 11 13:49:20 2012

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted

Sat Aug 11 13:49:29 2012

Sat Aug 11 13:49:35 2012

Critical (3)

No Ranging Response received - T3 time-out

Sat Aug 11 13:49:44 2012

Warning (5)

MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=-1;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Sat Aug 11 13:50:40 2012

Sat Aug 11 13:50:56 2012

Critical (3)

No Ranging Response received - T3 time-out

Sat Aug 11 13:51:25 2012

Sat Aug 11 13:51:26 2012

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

Sat Aug 11 13:51:38 2012

Sat Aug 11 13:52:15 2012

Critical (3)

No Ranging Response received - T3 time-out

Sat Aug 11 13:52:17 2012

Critical (3)

Ranging Request Retries exhausted

Sat Aug 11 13:52:17 2012

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted

Sat Aug 11 13:52:28 2012

Sat Aug 11 13:53:05 2012

Critical (3)

No Ranging Response received - T3 time-out

Sat Aug 11 13:53:08 2012

Critical (3)

Ranging Request Retries exhausted

Sat Aug 11 13:53:08 2012

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted

Sat Aug 11 13:53:15 2012

Sat Aug 11 13:54:09 2012

Critical (3)

No Ranging Response received - T3 time-out

Sat Aug 11 13:54:11 2012

Critical (3)

Ranging Request Retries exhausted

Sat Aug 11 13:54:11 2012

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted

Sat Aug 11 13:54:20 2012

Sat Aug 11 13:54:26 2012

Critical (3)

No Ranging Response received - T3 time-out

Sat Aug 11 13:54:44 2012

Warning (5)

MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=-1;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Sat Aug 11 13:54:44 2012

Sat Aug 11 13:55:39 2012

Critical (3)

No Ranging Response received - T3 time-out

Sat Aug 11 13:55:44 2012

Warning (5)

TCS Partial Service;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Sat Aug 11 13:55:44 2012

Warning (5)

Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Sat Aug 11 13:55:55 2012

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out

Sat Aug 11 13:56:25 2012

Sat Aug 11 14:04:25 2012

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

Router information: ZyXell NBG-416N (Firmware V1.00(USA.6)C0

Router logs: (Ip addresses removed)

# Time Message

1 Nov 30 00:00:00 Wireless restart security=WPAWPA2PSK crypto=AES mssid_count=1 wds_count=0

2 Nov 30 00:00:00 WLAN AP[0] start as security=WPAWPA2PSK encrypto=wl0_ssid base_ifname=wlan0 SSID=J+J

3 Nov 30 00:00:04 WLAN SCHEDULE disabled, and WLAN Radio was set to default

4 Nov 30 00:00:05 httpd server started at port 80

5 Nov 30 00:00:05 HTTP daemon successfully started

6 Nov 30 00:00:05 DNSMASQ daemon successfully started

7 Nov 30 00:00:05 Start WAN SETUP: wkmode=router wan_hwname=eth1 protocol=dhcp method=BOOT

8 Nov 30 00:00:05 Finish WAN BOOT SETUP wkmode=router wan_hwname=eth1 protocol=dhcp

9 Nov 30 00:00:06 started, version 2.60 cachesize 150

10 Nov 30 00:00:06 compile time options: no-IPv6 GNU-getopt no-RTC no-DBus no-i18n no-IDN DHCP no-DHCPv6 no-scripts no-TFTP no-conntrack

11 Nov 30 00:00:06 asynchronous logging enabled, queue limit is 5 messages

12 Nov 30 00:00:06 DHCP, IP range lease time 1d

13 Nov 30 00:00:06 no servers found in /tmp/resolv.dnsmasq, will retry

14 Nov 30 00:00:06 read /tmp/hosts - 2 addresses

15 Nov 30 00:00:06 read /tmp/hosts - 2 addresses

16 Nov 30 00:00:13 WAN DHCP received IP= GATEWAY= DNS=(null)

17 Nov 30 00:00:13 Start WAN DONE: interface=eth1 protocol=dhcp ipaddr=192.168.100.10 gateway=192.168.100.1 get_dns=(null)

18 Nov 30 00:00:13 VPN modules: VPN modules successfully unloaded

19 Nov 30 00:00:13 VPN modules: nf_conntrack_proto_gre successfully loaded

20 Nov 30 00:00:13 VPN modules: nf_nat_proto_gre successfully loaded

# Time Message

21 Nov 30 00:00:13 VPN modules: nf_conntrack_pptp successfully loaded

22 Nov 30 00:00:13 VPN modules: nf_nat_pptp successfully loaded

23 Nov 30 00:00:13 VPN modules: nf_conntrack_ftp successfully loaded

24 Nov 30 00:00:13 VPN modules: nf_nat_ftp successfully loaded

25 Nov 30 00:00:13 WAN is READY as PROTOCOL=dhcp IP=192.168.100.10 GATEWAY=192.168.100.1 WANDNS=(null)

26 Nov 30 00:00:13 exiting on receipt of SIGTERM

27 Nov 30 00:00:14 WAN tracking process started

28 Nov 30 00:00:14 UPnP daemon was launched as wan_proto=dhcp

29 Nov 30 00:00:14 DNSMASQ daemon successfully started

30 Nov 30 00:00:14 started, version 2.60 cachesize 150

31 Nov 30 00:00:14 compile time options: no-IPv6 GNU-getopt no-RTC no-DBus no-i18n no-IDN DHCP no-DHCPv6 no-scripts no-TFTP no-conntrack

32 Nov 30 00:00:14 asynchronous logging enabled, queue limit is 5 messages

33 Nov 30 00:00:14 DHCP, IP range lease time 1d

34 Nov 30 00:00:14 no servers found in /tmp/resolv.dnsmasq, will retry

35 Nov 30 00:00:14 read /tmp/hosts - 2 addresses

36 Nov 30 00:00:14 read /tmp/hosts - 2 addresses

37 Nov 30 00:00:19 DHCPREQUEST(br0)

38 Nov 30 00:00:19 DHCPACK(br0)

39 Nov 30 00:00:23 DHCPREQUEST(br0)

40 Nov 30 00:00:23 DHCPACK(br0)

# Time Message

41 Nov 30 00:00:24 DHCPINFORM(br0)

42 Nov 30 00:00:24 DHCPACK(br0) 43 Nov 30 00:00:42 WAN DHCP received IP=24.14.170.164 GATEWAY=24.14.170.1 DNS=75.75.75.75 75.75.76.76

44 Nov 30 00:00:42 Start WAN DONE: interface=eth1 protocol=dhcp ipaddr=24.14.170.164 gateway=24.14.170.1 get_dns=75.75.75.75 75.75.76.76

45 Nov 30 00:00:42 VPN modules: VPN modules successfully unloaded

46 Nov 30 00:00:42 VPN modules: nf_conntrack_proto_gre successfully loaded

47 Nov 30 00:00:42 VPN modules: nf_nat_proto_gre successfully loaded

48 Nov 30 00:00:42 VPN modules: nf_conntrack_pptp successfully loaded

49 Nov 30 00:00:42 VPN modules: nf_nat_pptp successfully loaded

50 Nov 30 00:00:42 VPN modules: nf_conntrack_ftp successfully loaded

51 Nov 30 00:00:42 VPN modules: nf_nat_ftp successfully loaded

52 Nov 30 00:00:42 WAN is READY as PROTOCOL=dhcp IP= GATEWAY=24.14.170.1 WANDNS=

53 Nov 30 00:00:42 WAN tracking process stopped

54 Nov 30 00:00:42 UPnP daemon was disabled

55 Nov 30 00:00:42 exiting on receipt of SIGTERM

56 Nov 30 00:00:42 WAN tracking process started

57 Nov 30 00:00:42 UPnP daemon was launched as wan_proto=dhcp

58 Nov 30 00:00:42 DNSMASQ daemon successfully started

59 Nov 30 00:00:42 started, version 2.60 cachesize 150

60 Nov 30 00:00:42 compile time options: no-IPv6 GNU-getopt no-RTC no-DBus no-i18n no-IDN DHCP no-DHCPv6 no-scripts no-TFTP no-conntrack

53 Nov 30 00:00:42 WAN tracking process stopped

54 Nov 30 00:00:42 UPnP daemon was disabled

55 Nov 30 00:00:42 exiting on receipt of SIGTERM

56 Nov 30 00:00:42 WAN tracking process started

57 Nov 30 00:00:42 UPnP daemon was launched as wan_proto=dhcp

58 Nov 30 00:00:42 DNSMASQ daemon successfully started

59 Nov 30 00:00:42 started, version 2.60 cachesize 150

60 Nov 30 00:00:42 compile time options: no-IPv6 GNU-getopt no-RTC no-DBus no-i18n no-IDN DHCP no-DHCPv6 no-scripts no-TFTP no-conntrack

61 Nov 30 00:00:42 asynchronous logging enabled, queue limit is 5 messages

62 Nov 30 00:00:42 DHCP, IP range lease time 1d

63 Nov 30 00:00:42 reading /tmp/resolv.dnsmasq

64 Nov 30 00:00:42 using nameserver 75.75.76.76#53

65 Nov 30 00:00:42 using nameserver 75.75.75.75#53

66 Nov 30 00:00:42 read /tmp/hosts - 2 addresses

67 Nov 30 00:00:42 read /tmp/hosts - 2 addresses

68 Nov 30 00:04:38 DHCPREQUEST(br0)

69 Nov 30 00:04:38 DHCPACK(br0)

70 Nov 30 00:21:03 Web Management login from

71 Nov 30 00:23:29 DHCPREQUEST(br0

72 Nov 30 00:23:29 DHCPACK(br0)

Seriously99999 · ‎08-11-2012

Update:

Needing to power-cycle the equipment 20 times a day is not normal. Sometimes, unplugging the cable connection, waiting 15 seconds, and then reattaching the cable to the modem results in a restored connection.

We have swapped out the cable and the Ethernet cable attaching the modem to the router. Neither seems to have had any effect.

Does anyone have any idea what the problem is or how to fix it?

Cable Modem Downstream

DS-1

DS-2

DS-3

DS-4

Frequency

561000000

573000000

543000000

555000000

Lock Status
(QAM Lock/FEC Sync/MPEG Lock)

Y/Y/Y

Channel Id

1

3

6

8

Modulation

256QAM

Symbol Rate
(Msym/sec )

5.360537

Interleave Depth

I=32
J=4

Power Level
(dBmV )

-4.78

-4.47

-5.13

-5.51

RxMER
(dB )

37.09

36.39

35.42

36.17

Correctable
Codewords

19

9

18

15

Uncorrectable
Codewords

1535

1547

1541

Cable Modem Upstream
(The US-2 always reads NA for all options)

US-1

US-2

US-3

US-4

Channel Type

1.0

N/A

2.0

Channel ID

4

N/A

5

6

Frequency
(Hz)

22600000

N/A

27900000

34800000

Ranging Status

Success

N/A

Success

Modulation

16QAM

N/A

64QAM

Symbol Rate
(KSym/sec)

2560

N/A

5120

Mini-Slot Size

4

N/A

4

Power Level
(dBmV )

50.50

N/A

51.00

T1 Timeouts

0

T2 Timeouts

0

T3 Timeouts

118

0

T4 Timeouts

0

Modem error log:

Cable Modem Event Log

First Time Last Time Priority Description

Tue Aug 14 14:17:23 2012 Tue Aug 14 14:17:23 2012 Critical (3) Ranging Request Retries exhausted

Tue Aug 14 14:17:23 2012 Tue Aug 14 14:17:23 2012 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted

Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out

Time Not Established Time Not Established Critical (3) Ranging Request Retries exhausted

Time Not Established Time Not Established Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted

Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out

Time Not Established Time Not Established Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Time Not Established Time Not Established Warning (5) Lost MDD Timeout;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Time Not Established Time Not Established Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Time Not Established Time Not Established Warning (5) Lost MDD Timeout;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Time Not Established Time Not Established Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

Time Not Established Time Not Established Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Time Not Established Time Not Established Warning (5) ToD request sent - No Response received;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Time Not Established Time Not Established Warning (5) Lost MDD Timeout;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Time Not Established Time Not Established Warning (5) ToD request sent - No Response received;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Time Not Established Time Not Established Critical (3) TFTP failed - Request sent - No Response;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Time Not Established Time Not Established Critical (3) TFTP Request Retries exceeded, CM unable to register;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;

Tue Aug 14 14:21:30 2012 Tue Aug 14 14:21:30 2012 Warning (5) MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=-1;CM-MAC=c0:14:3d:e0:c7:b8;CMTS-MAC=00:01:5c:24:9c:12;CM-QOS=1.1;CM-VER=3.0;