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This is a discussion on Intermittent Internet Connection within the Modems/Cable/DSL/Satellite forums, part of the Tech Support Forum category. Hello there. For roughly the last three weeks my internet connection (Comcast) has been intermittent with drops ranging from 10


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Old 06-20-2016, 10:48 AM   #1
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Hello there. For roughly the last three weeks my internet connection (Comcast) has been intermittent with drops ranging from 10 seconds to an hour at the worst. I have now called Comcast tech support around 10 times to try solutions they offered, which were upgrading my modem from an sb6121 to my now sb6190; plugging straight from my modem ethernet to a computer; changing ethernet cords; restarting the modem and all other equipment; and just recently Comcast support re-provisioned my modem. I have only had one visit from a "tech" so far, because he explained himself that if my modem lights do not blink while my disruption is happening, that it cannot be from their end. This brings me to my actual point here; I stumbled upon a few posts here and other places that were very similar to my problem, and which had similar suggestions for fixes that also failed. I have started to constantly monitor my modem's event logs, which I will paste my recent logs below. I just spoke with Comcast tech support again today, and I asked specifically if they had anyone that I could detail my event logs to, as the information I was finding on some of them was suggesting that it was not good, to which they replied that they did not know if they had any tier of tech support that would understand the modem codes. The Comcast support did say that they were going to start a ticket with one of my codes that was appearing more often than others (RCS Partial Service) and see if anyone would respond. I will now post my modem signals and such, and the logs below. I am just looking for any kind of insight into this; maybe someone here has experienced a similar issue and can help me nip this in the bud.

MODEM: Arris SB6190 Docsis 3.0
DOWNSTREAM

Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 24 657.00 MHz 6.00 dBmV 38.98 dB 675919 376198
2 Locked 256QAM 1 513.00 MHz 9.70 dBmV 40.95 dB 131658 188019
3 Locked 256QAM 2 519.00 MHz 9.70 dBmV 40.95 dB 180756 289068
4 Locked 256QAM 3 525.00 MHz 7.40 dBmV 38.98 dB 137172 177310
5 Locked 256QAM 4 531.00 MHz 5.30 dBmV 38.61 dB 128351 129816
6 Locked 256QAM 5 537.00 MHz 3.70 dBmV 38.98 dB 649364 472015
7 Locked 256QAM 6 543.00 MHz 2.40 dBmV 38.61 dB 475287 318041
8 Locked 256QAM 7 555.00 MHz 0.60 dBmV 38.61 dB 217396 132818
9 Locked 256QAM 8 561.00 MHz 0.80 dBmV 38.61 dB 185860 106152
10 Locked 256QAM 9 567.00 MHz 1.90 dBmV 38.61 dB 314160 166575
11 Locked 256QAM 10 573.00 MHz 4.10 dBmV 38.61 dB 289431 146775
12 Locked 256QAM 11 579.00 MHz 5.50 dBmV 40.95 dB 140586 76930
13 Locked 256QAM 12 585.00 MHz 5.80 dBmV 40.95 dB 141963 120075
14 Locked 256QAM 13 591.00 MHz 5.80 dBmV 40.37 dB 234178 225091
15 Locked 256QAM 14 597.00 MHz 5.90 dBmV 40.37 dB 348250 368896
16 Locked 256QAM 15 603.00 MHz 5.10 dBmV 38.98 dB 257372 249991
17 Locked 256QAM 16 609.00 MHz 3.40 dBmV 38.61 dB 408203 312434
18 Locked 256QAM 17 615.00 MHz 1.90 dBmV 38.61 dB 271580 149357
19 Locked 256QAM 18 621.00 MHz 1.10 dBmV 38.61 dB 128834 101884
20 Locked 256QAM 19 627.00 MHz 0.20 dBmV 38.98 dB 84947 77309
21 Locked 256QAM 20 633.00 MHz 0.30 dBmV 38.61 dB 100251 74981
22 Locked 256QAM 21 639.00 MHz 1.00 dBmV 38.61 dB 168413 88967
23 Locked 256QAM 22 645.00 MHz 2.20 dBmV 38.61 dB 283309 120685
24 Locked 256QAM 23 651.00 MHz 3.90 dBmV 38.98 dB 590771 293446

UPSTREAM
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 74 5120 kSym/s 27.90 MHz 40.25 dBmV
2 Locked ATDMA 75 5120 kSym/s 21.00 MHz 39.75 dBmV
3 Locked ATDMA 73 5120 kSym/s 34.80 MHz 40.75 dBmV


EVENT LOGS

Mon Jun 20 12:21:53 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:21:54 2016 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:21:57 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:21:57 2016 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:21:58 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:22:45 2016 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:23:25 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:29:13 2016 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:29:13 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:37:33 2016 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:37:33 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:37:33 2016 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:37:33 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:37:36 2016 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:37:36 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:37:39 2016 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:37:41 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:38:00 2016 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:38:00 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:38:02 2016 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:14 2016 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:14 2016 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:14 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:14 2016 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:14 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:14 2016 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:14 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:16 2016 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:16 2016 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:16 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:17 2016 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:17 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:19 2016 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:19 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:19 2016 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:21 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:22 2016 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:23 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:26 2016 5 Lost MDD Timeout;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 20 12:39:30 2016 5 RCS Partial Service;CM-MAC=d4:0a:a9:55:30:e5;CMTS-MAC=00:01:5c:66:1c:4f;CM-QOS=1.1;CM-VER=3.0;
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Old 06-22-2016, 04:14 AM   #2
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Quote:
Originally Posted by Cyrrus21 View Post
they did not know if they had any tier of tech support that would understand the modem codes
Wow, really?

I think your upstream power level is maybe a little too low which is what's causing the sync failures.

Your ISP should really send a tech out to fix that.
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