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modem dropping connection, and not reconnecting.

May 25, 2016, 8:39 pm
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I have been having this problem for a while now.  during the day the modem is never connected, and the US/DS light flashes constanly.  Usually i can get it to connect after a power cycle.  Later on at night the modem connects no problem and stays connected.  I have been through many modems mainly due to upgrading/changing my service.  all have had the same issue. 

 

heres the modem info -

 

HW Version:
9.0

Vendor:
ARRIS Group, Inc.

BOOT Version:
4.2.0.39

Core Version:
10.0.113A

Model:
TG1682G

Product Type:
XB3

Flash Part:
256 MB

Download Version:
10.0.113A.SIP.PC20.CT

Serial Number:
F6SBUT69A916697

 

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Index
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24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
657.00 MHz
633.00 MHz
639.00 MHz
645.00 MHz
651.00 MHz
663.00 MHz
669.00 MHz
675.00 MHz
681.00 MHz
687.00 MHz
693.00 MHz
699.00 MHz
705.00 MHz
711.00 MHz
717.00 MHz
723.00 MHz
                
SNR
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
40.95 dB
                
Power Level
2.70 dBmV
3.30 dBmV
3.10 dBmV
3.00 dBmV
2.90 dBmV
2.60 dBmV
2.50 dBmV
2.20 dBmV
2.40 dBmV
2.60 dBmV
2.70 dBmV
2.60 dBmV
2.70 dBmV
2.70 dBmV
2.70 dBmV
2.60 dBmV
                
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM

 

Upstream

Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
34.80 MHz
21.00 MHz
27.90 MHz
     
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
     
Power Level
47.00 dBmV
45.50 dBmV
47.00 dBmV
     
Modulation
64 QAM
64 QAM
64 QAM
     
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)

I have seen the power levels get up to about 49 before...

 

These numbers are with one splitter installed.  this splitter needs to be there. it is the 5-1002 MHz splitter supplied with the install kits from comcast.

 

I attached the system log fromthe last 90 days if it helps any.

 

 

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adding a user

May 25, 2016, 10:30 pm
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when I go to the 'add user' tab and enter my info, but I don't see my name

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accessing "edit" in order to"cut and paste"

May 26, 2016, 6:44 am
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xfinity wifi help

May 26, 2016, 2:07 pm
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Internet can't even hold a stable connection.

May 26, 2016, 5:26 pm
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I have gone through customer service, having a technician come out, and even switching out modems and they all tell or show me the same thing: "We see no issues your connection is fine." 

 

Intermittent connection has been happening for the past month and a half, going into the modem itself I see the same logs over and over again with no apparent outlet. I have tried searching for solutions to the problem but it seems that others are going through, or have gone through the same. 

 

LOGS: Model:TC8305C

 

Thu May 26 18:59:00 2016Notice (6) TLV-11 - unrecognized OID;CM-MAC=cc:35:40:3e:2a:3c;CMTS-MAC=00:01:5c:81:aa:54;CM-QOS=1.1;CM-VER=3.0;
Thu May 26 18:58:44 2016Notice (6) Honoring MDD; IP provisioning mode = IPv6
Thu May 26 18:58:32 2016Notice (6) WiFi Interface [wl0] set to Channel wl0 (Side-Band Channel:wl0) - Reason:wl0
Thu May 26 18:58:23 2016Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=cc:35:40:3e:2a:3c;CMTS-MAC=00:01:5c:81:aa:54;CM-QOS=1.1;CM-VER=3.0;
Thu May 26 18:54:09 2016Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=cc:35:40:3e:2a:3c;CMTS-MAC=00:01:5c:81:aa:54;CM-QOS=1.1;CM-VER=3.0;
Thu May 26 18:54:09 2016Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=cc:35:40:3e:2a:3c;CMTS-MAC=00:01:5c:81:aa:54;CM-QOS=1.1;CM-VER=3.0;
Thu May 26 18:54:09 2016Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=cc:35:40:3e:2a:3c;CMTS-MAC=00:01:5c:81:aa:54;CM-QOS=1.1;CM-VER=3.0;
Thu May 26 17:34:07 2016Notice (6) WiFi Interface [wl0] set to Channel wl0 (Side-Band Channel:wl0) - Reason:wl0
Thu May 26 17:33:49 2016Notice (6) TLV-11 - unrecognized OID;CM-MAC=cc:35:40:3e:2a:3c;CMTS-MAC=00:01:5c:81:aa:54;CM-QOS=1.1;CM-VER=3.0;
Thu May 26 17:33:34 2016Notice (6) Honoring MDD; IP provisioning mode = IPv6
Thu May 26 17:33:31 2016Critical (3) No Ranging Response received - T3 time-out;CM-MAC=cc:35:40:3e:2a:3c;CMTS-MAC=00:01:5c:81:aa:54;CM-QOS=1.0;CM-VER=3.0;
Thu May 26 17:33:05 2016Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=cc:35:40:3e:2a:3c;CMTS-MAC=00:01:5c:81:aa:54;CM-QOS=1.1;CM-VER=3.0;
Thu May 26 17:31:48 2016Notice (6) WiFi Interface [wl0] set to Channel wl0 (Side-Band Channel:wl0) - Reason:wl0
Thu May 26 17:28:45 2016Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=cc:35:40:3e:2a:3c;CMTS-MAC=00:01:5c:81:aa:54;CM-QOS=1.1;CM-VER=3.0;
Thu May 26 17:28:26 2016Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=cc:35:40:3e:2a:3c;CMTS-MAC=00:01:5c:81:aa:54;CM-QOS=1.1;CM-VER=3.0;
Thu May 26 17:28:26 2016Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=cc:35:40:3e:2a:3c;CMTS-MAC=00:01:5c:81:aa:54;CM-QOS=1.1;CM-VER=3.0;

 

That is just a snippet of the list as it continues on with the same reccuring logs, T3 Timeout, and Maintenance Ranging Attempted/No Response. Each time T3 happens the internet is out including the phone connected to it. 

 

If anyone could assist with this problem or provide some sort of insight I would be greatly appreciative. 

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Comcast blocking www.sohu.com website?

May 27, 2016, 7:38 am
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I'm not able to get to this  websites from the same service that we could reach in the past:

 

 www.sohu.com

 

I have tested it with my Compast internet at home and my company's Compast internet, both of them have the same result sayint that "This site can't be reached".

 

I can access this website by using my cell phone with AT&T data plan. Can any one get to these and is there a place where I can go to check if a website has been blocked by comcast?

 

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Re: Only getting 29 Mbps with "Blast 150 Mbps" (Motorola SB6141)

May 26, 2016, 11:25 pm
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I started getting that problem too.  Directly connecting to my wifi router, my speeds were good, but using wifi, my speeds dropped to something like that 29.  To make a long story short, an over saturation of the 2.5G bandwith from all the rented wifi router/modems meant that the speeds were not being as advertised, so I got a dual band wifi router, a Netgear R6100.  It is rated for something like 800-some Mbps on the 5ghz band and 300-some on the 2.5ghz band.  Downloading a free wifi channel scanner let me see what channels were not really being used, so that I was able to tune my router to unused channels.  My speeds are now where they should be.  Anyone having the same 29M problem might look into first downloading a free wifi channel scanner program to see if there is a better channel, and if that doesn't work, you probably need to get a dual band 5ghz/2.5ghz that can do the 802.11ac.  But remember to make sure your nic card is also compatible with the 5g band 802.11ac.

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internet download speed

May 27, 2016, 9:02 am
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What is the projected download speed for "Performance Internet"?

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Wiring - Office/Spare Bedroom

May 27, 2016, 9:54 am
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I apologize if this is the wrong place for this question - I couldn't find a more appropriate one. =)

 

So we just moved into a new apartment and we have need of 3 cable outlets - living room, master bedroom, and office (which is technically another bedroom).  The outlets in the living room and master bedroom work just fine, but the office outlet (which will be used for our internet) apparently is not wired...there is a plate there with a coaxial jack, but apparently no cable connectivity.

 

I'm looking to get permission from our apartment management to get the outlet connected to the cable, but they are concerned that Comcast will need to drill into the building in order to do so, and will not give permission unless they are assured that no drilling will be done into the building.

 

Even though the outlet is set up, will they need to drill into the building to connect it?  I have no idea how any of this works. =/

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SB6183 Slow Internet need help

May 27, 2016, 10:07 am
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I have the blast pro speed of 150 mbps. I recently purchased an Arris SB6183 which I am running through the Netgear Nighthawk AC1900, previously I was running the Xfinity Gateway in bridge mode through the nighthawk. Since activating the SB6183 I'm getting constant wifi disconnects, slow speeds, buffering etc. When I run speed tests while connected to the Netgear 5g I'm getting 174 mbps, but this speed is not reflective when actually using internet and browsing as it takes forever for pages to load etc. I have attached the event logs and would greatly appreciate any help, guidance, suggestions and insight. I have chatted with Comcast numerous times and they have been of zero help. 

 

Kind Regards,

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Internet speed i currently have

May 27, 2016, 12:33 pm
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Just need to know what speed level of internet access (speed) i currently have and what are the other options and prices.  Thanks!

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Extreme 305 Mbps not receiving 60 Mbps Upload on SB6190

May 27, 2016, 2:19 pm
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We are using an SB6190 modem which has bonded to 24 downstead channels and 4 upsteam channels. We recently upgraded our quality of service to the 305 Mbps package and have been happy with the 350+ Mbps download speeds! My only problem is that we're not getting upload speeds above 30Mbps, which is troubling since we were expecing 60Mbps for upload bandwidth. I called Tech Support and got an XFinity rep in the Philipines which said all they could do was configure our modem for 250Mbps (it's like the billing department and offering management of what internet packages are made avaibale to customers doesn't keep up with the package tech support can handle).

 

What should I do to get my upload speed to 60Mbps which is what we're paying for with our monthly service fee? Is upload speed a function of upstream channel bonding? Will the Comcast CMTS in my area support 60 Mbps upload?

 

Using my technical expertise, it's as if my modem is provisioned incorrectly for 30Mbps upload instead of 60Mbps.

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Internet outages after new cable box installed.

May 27, 2016, 3:09 pm
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I have one cable line which has a splitter for the tv and the internet.  Ever since the new box for Xfinity 1 was installed, I keep losing my internet connection.  Is this because so much data is coming through for the cable?  Hate this Xfinity 1.

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Help with Xbox Live, Destiny and Xfinity

May 27, 2016, 6:12 pm
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300GB limit for 100mbs+ customers

May 27, 2016, 6:42 pm
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Why is there still a 300GB limit for 100mbs+ custoimers?

 

300GB is a pathetic limit for people paying for 100mbs+ connections.  This should be increased to a minimum off 500GB for those customers.  They pay for the bandwidth to stream movies, etc, but can't use it without getting overcharges?  

 

Giving these customers the same data consumption limitations as the lower tiers does not make good business sense.  Comcast is encouraging these customers to move to other fiber providors for their Internet access, and these providors are growing in number and most have no data limits.

 

Comcast needs to start providing realistic data limits for their customers who pay for premium bandwidth, or you will lose us. 

 

 

 

 

 

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Unable to log on to xfinityondemandcredit.com to enter my code for my free movie

May 27, 2016, 10:02 pm
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Post Moved to the Customer Service Forum
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Intermittent Internet- Drops min. of 10-15 times per day

May 28, 2016, 6:30 am
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I have had comcast for a while now and about 2 months ago I started experiencing intermittent internet drops. I have called comcast several times, they reboot and sometimes it works but most of the time it doesn't. They have checked my modem several times and said that it looks fine. I have replaced all the cable wire in my house in the last 6 months and still this problem happens. I have a Motorola surfboard sb6121. The lights when functioning are from top to bottom, solid green (power), solid blue (downstream), solid blue (upstream), solid green (internet), blinking blue. When I lose internet the lights are solid green, solid blue, blinking blue, not there, and blinking blue. This happens no less than 10 times a day and most of the time it is not resolved by resetting the modem and router. Sometimes if I unplug the coax completely and re-plug it in, it will work but it is usually short lived. Below are the specs.


Downstream Bonding Channel Value
Channel ID 14 5 6 7
Frequency 735000000 Hz 681000000 Hz 687000000 Hz 693000000 Hz
Signal to Noise Ratio 37 dB 37 dB 36 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 -4 dBmV -5 dBmV -5 dBmV
Upstream Bonding Channel Value
Channel ID 1 2 3
Frequency 34800000 Hz 27900000 Hz 21000000 Hz
Ranging Service ID 8693 8693 8693
Symbol Rate 5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec
Power Level 50 dBmV 49 dBmV 48 dBmV
Upstream Modulation [3] QPSK
[3] 64QAM
[3] QPSK
[3] 64QAM
[3] QPSK
[3] 64QAM

Ranging Status Success Success Success

 

Here are a couple of the error logs (which curously do not appear each time signal is dropped?)

May 28 2016 08:25:563-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=7c:bf:b1:61:aa:c0;CMTS-MAC=00:01:5c:6f:98:76;CM-QOS=1.1;CM-VER=3.0;
May 28 2016 08:25:555-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=7c:bf:b1:61:aa:c0;CMTS-MAC=00:01:5c:6f:98:76;CM-QOS=1.1;CM-VER=3.0;
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Intermittent connection, Technicolor modem

May 28, 2016, 11:11 am
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I have been having intermittent connection issues with my Technicolor TC8305C over the past several weeks.  Prior to this, the cable modem and connection have been mostly stable and issue-free for around the better part of a year.  I haven't modified anything on my end of the network during this time span.

 

When the connection has gone down, the past several times I've noticed that the US/DS light is slowly flashing, which I believe indicates that it is in one of its training phases.  The US/DS light stays flashing, and won't resolve to solid-on.  I have found that I can simply detach the coax cable from the wall cable outlet, reattach it, and the modem will complete training, and my internet connection will come back up.  So, no power cycling or modem provisioning is required to regain internet connectivity, just unplugging the coax cable and then reconnecting the coax cable.  Unfortunately after a few hours the connection will drop out again, and I have to repeat these steps to regain an internet connection.

 

I was suspicious that the issue might be due to the short coax "jumper" between the Technicolor box and the wall outlet (about 2 or 3 feet long), so I replaced the coax "jumper" with a newer one, and the problem still persists.  So I now don't believe that there's an issue with this small piece of coax.

 

I've contacted Comcast customer service twice regarding the issue, and all they seem to be equipped to do is to remotely reset the modem, which does reestablish my connection, but is only a temporary "fix" since the modem will drop out again after a few hours of operation.

 

I do have a separate wifi router attached to the Technicolor modem, but have bypassed this separate wifi router with a couple of devices plugged directly into the Technicolor, just to see if the connection issues were being caused by the Technicolor, and they do seem to be (especially since I can see that the cable modem US/DS light indicates the cable modem is having issues with its connection back to the Comcast end of the link).  So the wifi router being in the picture doesn't appear to be a factor.

 

Here's the cable modem info:

 

HW Version:1.5
Vendor:Technicolor
BOOT Version:2.1.8_Technicolor
Core Version:01.E6.01.22.25
Model:TC8305C
Product Type:Technicolor DOCSIS 3.0 Packet Cable 2.0 advanced cable gateway
Flash Part:64 MB
Download Version:01.E6.01.22.25

 

Any tips or advice is greatly appreciated!  Thank you.

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router error logs

May 28, 2016, 9:32 pm
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no signal

May 29, 2016, 12:11 am
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Not internet connectivity related again there Barbie...... Moved to the TV board.
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