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Frequent Disconnects on Xfinity Internet with S33

  • 9 August 2023
  • 3 replies
  • 426 views

I recently purchased a new Arris S33 in an attempt to fix my internet’s frequent disconnects.

Unfortunately, the problem has persisted. Here are the stats from my modem:

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
20 Locked QAM256 561000000 Hz -2 dBmV 39 dB 12166 53579
17 Locked QAM256 537000000 Hz -2 dBmV 39 dB 10044 42672
18 Locked QAM256 543000000 Hz -2 dBmV 39 dB 13810 60727
19 Locked QAM256 555000000 Hz -2 dBmV 39 dB 17763 80400
21 Locked QAM256 567000000 Hz -2 dBmV 39 dB 13038 57558
22 Locked QAM256 573000000 Hz -2 dBmV 39 dB 12340 54444
23 Locked QAM256 579000000 Hz -2 dBmV 39 dB 15886 71530
24 Locked QAM256 585000000 Hz -2 dBmV 39 dB 24513 113051
25 Locked QAM256 591000000 Hz -2 dBmV 39 dB 21303 96944
26 Locked QAM256 597000000 Hz -2 dBmV 39 dB 15771 70841
27 Locked QAM256 603000000 Hz -2 dBmV 39 dB 15583 68585
28 Locked QAM256 609000000 Hz -2 dBmV 39 dB 21191 95526
29 Locked QAM256 615000000 Hz -2 dBmV 39 dB 31703 150723
30 Locked QAM256 621000000 Hz -1 dBmV 39 dB 23273 106982
31 Locked QAM256 627000000 Hz -2 dBmV 39 dB 23945 109504
32 Locked QAM256 633000000 Hz -1 dBmV 39 dB 15513 68126
33 Locked QAM256 639000000 Hz -1 dBmV 39 dB 39920 189114
34 Locked QAM256 645000000 Hz -1 dBmV 39 dB 22488 100887
35 Locked QAM256 651000000 Hz -1 dBmV 39 dB 18932 82998
36 Locked QAM256 657000000 Hz -2 dBmV 39 dB 30014 139343
37 Locked QAM256 663000000 Hz -1 dBmV 39 dB 25000 114667
38 Locked QAM256 669000000 Hz -1 dBmV 39 dB 29752 137977
39 Locked QAM256 675000000 Hz -1 dBmV 39 dB 24330 108729
40 Locked QAM256 681000000 Hz -1 dBmV 39 dB 22156 97480
41 Locked QAM256 687000000 Hz -1 dBmV 39 dB 25163 114158
42 Locked QAM256 693000000 Hz -1 dBmV 39 dB 40320 191440
43 Locked QAM256 699000000 Hz -1 dBmV 39 dB 32477 152101
44 Locked QAM256 705000000 Hz -1 dBmV 39 dB 40991 193147
45 Locked QAM256 711000000 Hz -2 dBmV 39 dB 25840 117416
46 Locked QAM256 717000000 Hz -2 dBmV 39 dB 23889 106737
47 Locked QAM256 723000000 Hz -2 dBmV 38 dB 40471 191881
48 Locked OFDM PLC 805000000 Hz -5 dBmV 36 dB 227736496 33767

 

Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 10400000 Hz 3200000 43.8 dBmV
2 Locked SC-QAM 16400000 Hz 6400000 44.3 dBmV
3 Locked SC-QAM 22800000 Hz 6400000 44.5 dBmV
4 Locked SC-QAM 29200000 Hz 6400000 43.5 dBmV
5 Locked SC-QAM 35600000 Hz 6400000 42.3 dBmV
6 Locked SC-QAM 40400000 Hz 3200000 44.3 dBmV

 

I restarted my modem this morning (about four hours ago) and my internet has disconnected/reconnected in that time.

 

I have someone coming from Comcast tomorrow, but I wanted to get a head start on the troubleshooting.

Here is how I am connected:

Street »  Outside of House » Basement » Splitter (-7db) » Unifi Dream Machine (original)

 

Any thoughts on what could be wrong or how I can fix it?

Here are the relevant log entries:

(edit: MAC and IP addresses removed by the moderator)

9/8/2023
08:09:19		 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:19:07		 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:48:26		 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:49:06		 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:50:04		 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:51:07		 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:08		 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:08		 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:08		 3 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:09		 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:09		 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:09		 3 16 consecutive T3 timeouts while trying to range on upstream channel 5;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:10		 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:12		 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:22		 6 CM-STATUS message sent. Event Type Code: 8; Chan ID: 4 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:36		 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:36		 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:36		 3 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:45		 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:46		 3 Successful LAN WebGUI login from ***.***.***.*** on 23/08/09 at 8:57 AM.
9/8/2023
08:57:52		 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:52		 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:52		 3 16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:52		 6 CM-STATUS message sent. Event Type Code: 8; Chan ID: 4 5 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:57:54		 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:58:21		 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:58:22		 6 CM-STATUS message sent. Event Type Code: 8; Chan ID: 3 4 5 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:58:37		 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:58:37		 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:58:37		 3 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:58:43		 6 CM-STATUS message sent. Event Type Code: 8; Chan ID: 2 3 4 5 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:59:19		 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:59:19		 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:59:19		 3 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:59:21		 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
08:59:33		 6 CM-STATUS message sent. Event Type Code: 8; Chan ID: 1 2 3 4 5 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
09:01:19		 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
09:03:02		 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
09:03:26		 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/8/2023
09:04:24		 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Your logs and your line connection page and indicating an issue with the line. 

There’s things you can check yourself. 

Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
If you can, simply connect the modem right where the coax comes into the home. This prevents wiring in the home from being the issue. And some ISP’s charge if the wiring issue is in the home. So this helps prevent this.

Your logs and your line connection page and indicating an issue with the line. 

There’s things you can check yourself. 

Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
If you can, simply connect the modem right where the coax comes into the home. This prevents wiring in the home from being the issue. And some ISP’s charge if the wiring issue is in the home. So this helps prevent this.

My setup is pretty straightforward:

Street »  Outside of House » Basement » Splitter (-7db) » Unifi Dream Machine (original)

 

I removed the splitter and that seemed to make things worse. The cables inside all look in good condition. I had a Wifi extender right by the cable in the basement. I removed that to see if it was interfering with the signal.

 

Any other ideas I should try?

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