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G34 connection drops wifi & ethernet

  • 11 April 2024
  • 3 replies
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I believe there is more than one issue going on. But this is what I know. I lose connectivity both wired and ethernet. sometimes for a second, sometimes for minutes. The lights on router onlly sometimes change from blue to orange during this. I had seen aquite a few Event logs not sure what to make of them. Every check of Qam shows in parameters. I dont know if these logs can give some guidance. I am a remote WFH rep and need stable internet I bought this modem router for the 4 ethernet ports and wifi 6. We are a 3 person sometimes 4 person family. Son’s a gamer, We have Amazon devices and Cameras and Streaming SErvice not to mention phones, tablets, ets… Average about 30 devices at any given time. Please help. I dont understand how to read the analyzers or if I need to change something like a channel…

No Ranging Response received - T3 time-out;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:17:32 Critical
CM-STATUS message sent. Event Type Code: 6; Chan ID: 34; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:17:32 Notice
No Ranging Response received - T3 time-out;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:17:23 Critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:17:23 Critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:16:47 Critical
No Ranging Response received - T3 time-out;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:16:47 Critical
CM-STATUS message sent. Event Type Code: 6; Chan ID: 34; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:16:47 Notice
No Ranging Response received - T3 time-out;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:16:39 Critical
CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:16:39 Notice
No Ranging Response received - T3 time-out;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:16:32 Critical

 

eRouterEvents: 72003004-eRouter enabled as Dual Stack 04/10/2024 23:19:07 Informational
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:18:55 Warning
ToD request sent - No Response received;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:18:29 Warning
No Ranging Response received - T3 time-out;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:17:57 Critical
eRouterEvents: 72003004-eRouter enabled as Dual Stack 04/10/2024 23:17:40 Informational
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:17:39 Critical
Ranging Request Retries exhausted;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:17:39 Critical
No Ranging Response received - T3 time-out;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:17:39 Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1; 04/10/2024 23:17:37 Critical
Ranging Request Retries exhausted;CM-MAC=d4:6c:6d:3a:2a:89;CMTS-MAC=00:01:5c:8c:dc:62;CM-QOS=1.1;CM-VER=3.1;
DHCPv4: 72001021-DHCPv4 - Found syslog server 65.24.1.37 04/10/2024 23:19:29 Informational
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 04/10/2024 23:19:15 Informational
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 04/10/2024 23:19:08 Critical
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 04/10/2024 23:19:08 Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 04/10/2024 23:19:08 Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 04/10/2024 23:19:08 Critical
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Apr 10 23:19:08 2024

 

 

 

Looks to me like Frequency 280 - 763 is least used (I dont even know what I’m saying...

AND this just plain SCARES the bejeezus out of me. Wi-Fi Spectrum Analyzer:

Wi-Fi Spectrum Analyzer Data

START SCAN VIEW GRAPH            2.4 GHz           5 GHz UNII-1 & 2           5 GHz UNII-2E           5 GHz UNII-3 & ISM         

Ch. MAC SSID Signal Level Bandwidth Mode Security Max Rate
1 F8::0:8::4F::D:9: PirateNet -91 dBm 20 MHz 802.11g,802.11b,802.11g,802.11n WPA2 54 Mbps
4 E8::9:F::80::4:9: DOJ FBI SURV 2 -89 dBm 20 MHz 802.11g,802.11b,802.11g,802.11n WPA2 54 Mbps
6 A4::9:7::33::E:6: FBI -74 dBm 20 MHz 802.11g,802.11n WPA2 54 Mbps
6 88::D:E::7C::E:C: SpectrumSetup-6A -71 dBm 20 MHz 802.11g,802.11n WPA2 54 Mbps
6 5C::F:A::25::D:E: Draftkings2023 -77 dBm 20 MHz 802.11g,802.11b,802.11g,802.11n WPA2 54 Mbps
6 E2::B:B::9E::6:9: DIRECT-72-EPSON-ET-2800 Series -82 dBm 20 MHz 802.11g,802.11n WPA2 54 Mbps
6 FC::1:2::63::C:6: SpectrumSetup-1D -94 dBm 20 MHz 802.11g,802.11n WPA2 54 Mbps
8 E8::9:F::80::5:0: Spec -91 dBm 20 MHz 802.11g,802.11b,802.11g,802.11n WPA2 54 Mbps
8 D8::E:C::5E::3:A: Linksys43737_Ext -86 dBm 20 MHz 802.11g,802.11b,802.11g,802.11n WPA2 54 Mbps
8 48::F:8::B3::E:0: Linksys43737 -85 dBm 20 MHz 802.11g,802.11b,802.11g,802.11n WPA2 54 Mbps

 

11 24::F:5::A2::D:5: D80F99B1180F_Ext -93 dBm 20 MHz 802.11g,802.11b,802.11g,802.11n WPA2 54 Mbps
11 02::7:1::B3::7:2: CenturyLink2400 -82 dBm 20 MHz 802.11g,802.11b,802.11g,802.11n WPA2 54 Mbps

 

Those names… and I dont even see my network here do I?

Again HELP

 

Thanks for looking. I will try to upload some of this.

 

 

 

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Best answer by SURFboard Moderator 13 April 2024, 22:51

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3 replies

Userlevel 5
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The logs are Values read by technicians from the internet provider end, since the logs are what the coaxial cable transmits and the log screen on the router is the translator so can be easily read by them, the coaxial cable is owned by the Internet service provider, I wouldn't be able to tell you what that means.

If your Event Log is reporting a high volume of errors, this would indicate a potential CMTS signal issue. To troubleshoot these errors, we would like to note the current signal levels being used by your (G34). To check the cable signal level on the interface or GUI please follow the steps mentioned on the below article.

http://arris.force.com/consumers/articles/General_FAQs/G34-G36-Cable-Signal-Levels

we are checking here is the way the signal comes from out to inside the home. There are some important things that should be within a specific range in order for the internet to work properly.

First, the SNR should be above 33 on all of them. The downstream power should always be between -15 and +15. The closer to 0 the better connection. Finally, your upstream power should always be between +45 and +51

On all of those values you should not have more than 3 decibels (or dB) between the lowest and the highest

By having the values in less than that, your device will have interrupted connection, slow or no connection at all.

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Thank you for your REPLY. This is what I have now

pages 1-4 and here is the upstream

I believe thse are all within your acceptable levels. Since this original post I have moved the router to the middle of my house (I think I may have had a neighbor that was causing issues with their wifi. As well asadjusted some of the settings. Including creating a second network for my sons  gaming computer and isolated it in case of attacks. I have almost eliminated all of the disconnects; going as long as 3 days without disconnect on all devices except when there was an issue w/spectrum (Apparently they are upgrading or something) I see their trucks out alot! BUT my “Work Computer” still loses connection on ethernet. *And I have changed the ethernet adapter, reset driver adn used different cords as well, just wish there was  a way to figure out what is happening. So I can try to fix it.

Userlevel 5
Badge +41

Thanks for sharing the cable signal levels. Checking on the Upstream and Downstream levels the Power levels and SNR are on the acceptable levels on both Upstream and Downstream.

As you had already done certain troubleshooting steps, would recommend trying with different ethernet cables if still the same, contact your ISP (Internet Service Provider) and try doing a Re-Provision on the modem.