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Dropping internet multiple times a day for a few minutes - Critical Logs Interpretation
Hi all,
I have been struggling with this for the past few months. When my internet drops, neither the modem or the router show that there has been an interruption in service. I do know that power cycling the modem will get internet access back within a couple of minutes, but power cycling the router does nothing.
I have looked at the logs and have had no luck interpreting them. I am hoping someone on here can help. I can say that it does seem to happen more often during the day then at night, as I work from home and almost never notice a drop in internet past 5-6pm.
Thank you in advance.
if the new gateway doesn't change anything, your isp needs to check your line.
Your upstream power levels are a little high and you've got a few error in your signal.
10 Replies
Also get a screen snip of the modem's connections page. it shows the connection back to the isp.
I do not know if it will confound things, but after the original post, I factory reset the modem again.
Frequency start Value This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect. Starting Frequency <tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment Acquire Downstream Channel 465000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security Enable BPI+ IP Provisioning Mode Honor MDD IPv6 only <tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked QAM256 8 465000000 Hz 3.2 dBmV 38.2 dB 171297351 0 0 2 Locked QAM256 9 471000000 Hz 3.2 dBmV 38.3 dB 171240487 0 0 3 Locked QAM256 10 477000000 Hz 3.4 dBmV 38.2 dB 171244134 0 0 4 Locked QAM256 11 483000000 Hz 3.3 dBmV 38.1 dB 171247255 0 0 5 Locked QAM256 12 489000000 Hz 3.4 dBmV 38.0 dB 171250613 0 0 6 Locked QAM256 13 495000000 Hz 3.5 dBmV 38.2 dB 171254787 0 0 7 Locked QAM256 14 519000000 Hz 3.8 dBmV 37.9 dB 171259271 0 0 8 Locked QAM256 15 525000000 Hz 3.7 dBmV 37.9 dB 171262507 0 0 9 Locked QAM256 16 531000000 Hz 3.8 dBmV 37.8 dB 171265878 0 0 10 Locked QAM256 17 537000000 Hz 3.9 dBmV 37.8 dB 171270047 0 0 11 Locked QAM256 18 543000000 Hz 4.3 dBmV 37.9 dB 171267892 0 0 12 Locked QAM256 19 549000000 Hz 4.2 dBmV 37.9 dB 171271593 0 0 13 Locked QAM256 20 555000000 Hz 4.4 dBmV 37.9 dB 171275647 0 0 14 Locked QAM256 21 561000000 Hz 4.5 dBmV 37.8 dB 171278819 0 0 15 Locked QAM256 22 567000000 Hz 4.4 dBmV 37.8 dB 171282754 0 0 16 Locked QAM256 23 573000000 Hz 4.6 dBmV 37.0 dB 171286464 0 0 17 Locked QAM256 24 579000000 Hz 4.6 dBmV 37.3 dB 171289921 0 0 18 Locked QAM256 25 585000000 Hz 4.7 dBmV 37.3 dB 171294051 0 0 19 Locked QAM256 26 591000000 Hz 5.1 dBmV 36.5 dB 171297933 0 0 20 Locked QAM256 27 597000000 Hz 5.3 dBmV 36.9 dB 171301694 0 0 21 Locked QAM256 28 603000000 Hz 5.2 dBmV 37.8 dB 171305274 0 0 22 Locked QAM256 29 609000000 Hz 5.1 dBmV 37.7 dB 171309094 0 0 23 Locked QAM256 30 615000000 Hz 5.3 dBmV 37.8 dB 171311834 0 0 24 Locked QAM256 31 621000000 Hz 5.4 dBmV 37.8 dB 171316251 0 0 25 Locked QAM256 32 627000000 Hz 5.7 dBmV 37.7 dB 171320433 0 0 26 Locked QAM256 33 633000000 Hz 5.6 dBmV 37.8 dB 171323223 0 0 27 Locked QAM256 34 639000000 Hz 5.0 dBmV 37.8 dB 171327704 0 0 28 Locked QAM256 35 645000000 Hz 5.0 dBmV 37.5 dB 171331399 0 0 29 Locked QAM256 36 651000000 Hz 5.1 dBmV 37.6 dB 171333273 0 0 30 Locked QAM256 37 657000000 Hz 5.0 dBmV 37.6 dB 171334956 0 0 31 Locked QAM256 38 663000000 Hz 5.0 dBmV 37.6 dB 171333886 0 0 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0 <tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power 1 Locked ATDMA 45 36500000 Hz 50.5 dBmV 2 Locked ATDMA 46 30100000 Hz 51.8 dBmV 3 Locked ATDMA 47 23700000 Hz 52.0 dBmV 4 Locked ATDMA 48 17300000 Hz 51.8 dBmV 5 Not Locked Unknown 0 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Hz 0.0 dBmV <tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked 0, 1, 2, 3 48 805000000 Hz 4.4 dBmV 35.3 dB 1168 ~ 2927 5559116 2925416 0 2 Not Locked 0 0 0 Hz 1.2 dBmV 0.0 dB 0 ~ 4095 0 0 0 <tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power 1 Not Locked Unknown 0 0 Hz 0 dBmV 2 Not Locked Unknown 0 0 Hz 0 dBmV Current System Time: Mon Mar 09 10:43:42 2020 System Up Time: 1:05:55
Have the ISP check the signal and line quality UP to the modem.
Be sure there are not coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
alexj319 wrote:Hi all,
I have been struggling with this for the past few months. When my internet drops, neither the modem or the router show that there has been an interruption in service. I do know that power cycling the modem will get internet access back within a couple of minutes, but power cycling the router does nothing.
I have looked at the logs and have had no luck interpreting them. I am hoping someone on here can help. I can say that it does seem to happen more often during the day then at night, as I work from home and almost never notice a drop in internet past 5-6pm.
Thank you in advance.
Like FURRYe38 said, check your coax connectors and lines. A cheap connector/splitter can cause many issues.
Let it run for a while and re-post that connections page. If this is fresh off a factory reset, you're not going to see the errors/problems. If its intermittent, wait until you have an issue, then log into this page and screen snip it.
The drops have been occurring all day. They seem to be getting worse, shorter intervals between drops, and longer intervals before the internet comes back.
I have now connected a new gateway (vs. my modem & router combo), and will report back if that changes anything.
Here is the connection page and logs.
Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
Startup Procedure
Procedure
Status
Comment
Acquire Downstream Channel
555000000 Hz
Locked
Connectivity State
OK
Operational
Boot State
OK
Operational
Security
Enable
BPI+
IP Provisioning Mode
Honor MDD
IPv6 only
Downstream Bonded Channels
Channel
Lock Status
Modulation
Channel ID
Frequency
Power
SNR / MER
Unerrored Codewords
Correctable Codewords
Uncorrectable Codewords
1
Locked
QAM256
20
555000000 Hz
1.0 dBmV
37.8 dB
9228881
4621
607
2
Locked
QAM256
17
537000000 Hz
0.7 dBmV
37.8 dB
9229935
5064
691
3
Locked
QAM256
18
543000000 Hz
1.0 dBmV
38.0 dB
9234486
4143
655
4
Locked
QAM256
19
549000000 Hz
0.8 dBmV
37.9 dB
9237883
4463
561
5
Locked
QAM256
21
561000000 Hz
1.2 dBmV
37.9 dB
9241584
4787
700
6
Locked
QAM256
22
567000000 Hz
1.2 dBmV
37.8 dB
9245113
5192
539
7
Locked
QAM256
23
573000000 Hz
1.4 dBmV
37.0 dB
9248631
4985
565
8
Locked
QAM256
24
579000000 Hz
1.3 dBmV
37.4 dB
9252577
5223
453
9
Locked
QAM256
25
585000000 Hz
1.2 dBmV
37.4 dB
9256479
4781
520
10
Locked
QAM256
26
591000000 Hz
1.7 dBmV
36.8 dB
9260538
4374
369
11
Locked
QAM256
27
597000000 Hz
1.9 dBmV
36.9 dB
9264677
4287
355
12
Locked
QAM256
28
603000000 Hz
2.0 dBmV
37.5 dB
9268582
3920
313
13
Locked
QAM256
29
609000000 Hz
2.0 dBmV
37.7 dB
9272723
3751
274
14
Locked
QAM256
30
615000000 Hz
2.1 dBmV
37.8 dB
9276530
3502
256
15
Locked
QAM256
31
621000000 Hz
1.9 dBmV
37.9 dB
9280399
3454
256
16
Locked
QAM256
32
627000000 Hz
2.1 dBmV
37.8 dB
9284047
3485
226
17
Locked
QAM256
33
633000000 Hz
2.0 dBmV
37.8 dB
9287876
3667
265
18
Locked
QAM256
34
639000000 Hz
1.7 dBmV
37.8 dB
9290914
3949
315
19
Locked
QAM256
35
645000000 Hz
1.8 dBmV
37.6 dB
9295417
3189
269
20
Locked
QAM256
36
651000000 Hz
1.8 dBmV
37.6 dB
9299162
3139
231
21
Locked
QAM256
37
657000000 Hz
1.4 dBmV
37.6 dB
9302659
3676
283
22
Locked
QAM256
38
663000000 Hz
1.2 dBmV
37.7 dB
9306265
3502
207
23
Locked
QAM256
39
669000000 Hz
1.6 dBmV
37.8 dB
9310872
2661
141
24
Locked
QAM256
40
675000000 Hz
1.8 dBmV
37.5 dB
9315522
2007
153
25
Locked
QAM256
41
681000000 Hz
1.7 dBmV
37.5 dB
9318835
2116
141
26
Locked
QAM256
42
687000000 Hz
1.8 dBmV
37.4 dB
9323822
1043
116
27
Locked
QAM256
43
693000000 Hz
1.7 dBmV
37.6 dB
9328237
582
115
28
Locked
QAM256
44
699000000 Hz
1.3 dBmV
37.5 dB
9331826
646
113
29
Locked
QAM256
45
705000000 Hz
1.8 dBmV
37.6 dB
9335314
799
119
30
Locked
QAM256
46
711000000 Hz
1.9 dBmV
37.6 dB
9336129
800
109
31
Locked
QAM256
47
717000000 Hz
2.0 dBmV
37.6 dB
9335774
733
106
32
Not Locked
Unknown
0
0 Hz
0.0 dBmV
0.0 dB
0
0
0
Upstream Bonded Channels
Channel
Lock Status
Modulation
Channel ID
Frequency
Power
1
Locked
ATDMA
45
36500000 Hz
51.8 dBmV
2
Locked
ATDMA
46
30100000 Hz
53.5 dBmV
3
Locked
ATDMA
47
23700000 Hz
54.0 dBmV
4
Locked
ATDMA
48
17300000 Hz
53.8 dBmV
5
Not Locked
Unknown
0
0 Hz
0.0 dBmV
6
Not Locked
Unknown
0
0 Hz
0.0 dBmV
7
Not Locked
Unknown
0
0 Hz
0.0 dBmV
8
Not Locked
Unknown
0
0 Hz
0.0 dBmV
Downstream OFDM Channels
Channel
Lock Status
Modulation / Profile ID
Channel ID
Frequency
Power
SNR / MER
Active Subcarrier Number Range
Unerrored Codewords
Correctable Codewords
Uncorrectable Codewords
1
Locked
0, 1, 2, 3
48
805000000 Hz
1.1 dBmV
35.3 dB
1168 ~ 2927
248600
117904
15
2
Not Locked
0
0
0 Hz
-1.7 dBmV
0.0 dB
0 ~ 4095
0
0
0
Upstream OFDMA Channels
Channel
Lock Status
Modulation / Profile ID
Channel ID
Frequency
Power
1
Not Locked
Unknown
0
0 Hz
0 dBmV
2
Not Locked
Unknown
0
0 Hz
0 dBmV
Current System Time: Mon Mar 09 15:54:27 2020
System Up Time: 0:04:13
