Performed a search and similar topics were marked resolved, so I'm starting a new one. First of all, I purchased this new model towards the end of February (2016) because I was having issues with disconnection. Comcast recommended that I purchase a new modem, which I did (CM500).
I'm trying to determine what is causing the disconnection issues. It's very strange in that it always seems to happen around the same times. I work from home and notice it happening around 11:00-12:00PM in the afternoon. Then it's fine until 11:00-12:00AM. I am a gamer and during online sessions with friends on Playstation, I can watch my modem disconnect and reboot multiple times in a row.
I have been working with Comcast on this issue. I even had a technician out to check my connections and line strength and signal noise and decibal levels two days ago. It continues to happen every single day. They are sending someone out on Friday to check again, but recommended that I contact you for support.
Note: I bought this at Best Buy and purchased the protection plan, so I can simply swap it out for a new one if it's the modem. But I suspect there is something else going on. The technician who was out here two days ago said it's possible it is the Comcast Node Grid for my neighborhood. However, none of my neighbors have been calling in, so they are telling me it's my modem.
The technician did replace the coax connector outside, saying it was weathered and after checking the decibal levels said it was indicating it was well within parameters. I have an Apple Airport wireless router that's connected to the CM500 and my Playstation and Apple TV are connected directly via ethernet, so no wireless issues. When my internet goes out, I can see my modem resetting. During the day, it will do this once or twice, but at night it's happening multiple times.
I just reset the Event Log after the technician was out and here is a copy in the event this is helpful.
| 2016-5-24, 15:50:14 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-24, 15:50:22 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-24, 15:50:34 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-24, 15:50:43 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.0;CM-VER=3.0; |
| 2016-5-24, 15:51:43 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-24, 19:50:32 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-24, 19:50:52 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-24, 19:51:04 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-24, 19:51:12 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-24, 19:51:24 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-24, 19:51:32 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.0;CM-VER=3.0; |
| 2016-5-25, 00:00:29 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 00:00:49 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 00:01:01 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 00:01:09 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 00:01:21 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 00:01:29 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.0;CM-VER=3.0; |
| 2016-5-25, 00:02:39 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 02:34:28 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 02:34:48 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 02:35:00 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 02:35:08 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 02:35:20 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 02:35:29 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.0;CM-VER=3.0; |
| 1970-1-1, 00:00:21 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 1970-1-1, 00:00:27 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.0;CM-VER=3.0; |
| 1970-1-1, 00:00:35 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 2016-5-25, 13:12:43 | Warning (5) | Dynamic Range Window violation |
| 2016-5-25, 13:12:59 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 13:13:03 | Warning (5) | Dynamic Range Window violation |
| 2016-5-25, 13:13:19 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 13:13:22 | Warning (5) | Dynamic Range Window violation |
| 2016-5-25, 13:13:31 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 13:13:33 | Warning (5) | Dynamic Range Window violation |
| 2016-5-25, 13:13:39 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 13:13:42 | Warning (5) | Dynamic Range Window violation |
| 2016-5-25, 13:13:51 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
| 2016-5-25, 13:14:00 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.0;CM-VER=3.0; |
| 2016-5-25, 13:14:15 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 2016-5-25, 13:15:06 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:42:3a:68;CMTS-MAC=00:cc:fc:61:31:ce;CM-QOS=1.1;CM-VER=3.0; |
Also, here is the Cable Connection information currently:
| Acquire Downstream Channel | 633000000 Hz | Locked | | Connectivity State | OK | Operational | | Boot State | OK | Operational | | Security | Enabled | BPI+ | | IP Provisioning Mode | Honor MDD | honorMdd(4) |
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|
| Downstream Bonded Channels |
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Correctables | Uncorrectables | | 1 | Locked | QAM256 | 13 | 633000000 Hz | -5.1 dBmV | 39 dB | 0 | 0 | | 2 | Locked | QAM256 | 1 | 561000000 Hz | -2.4 dBmV | 40.7 dB | 0 | 0 | | 3 | Locked | QAM256 | 2 | 567000000 Hz | -2.5 dBmV | 40.3 dB | 0 | 0 | | 4 | Locked | QAM256 | 3 | 573000000 Hz | -2.7 dBmV | 40.2 dB | 0 | 0 | | 5 | Locked | QAM256 | 4 | 579000000 Hz | -2.8 dBmV | 40.1 dB | 0 | 0 | | 6 | Locked | QAM256 | 5 | 585000000 Hz | -3 dBmV | 40.1 dB | 0 | 0 | | 7 | Locked | QAM256 | 6 | 591000000 Hz | -3.3 dBmV | 40 dB | 0 | 0 | | 8 | Locked | QAM256 | 7 | 597000000 Hz | -3.4 dBmV | 40 dB | 0 | 0 | | 9 | Locked | QAM256 | 8 | 603000000 Hz | -3.5 dBmV | 40 dB | 0 | 0 | | 10 | Locked | QAM256 | 9 | 609000000 Hz | -3.8 dBmV | 39.8 dB | 0 | 0 | | 11 | Locked | QAM256 | 10 | 615000000 Hz | -4.2 dBmV | 39.6 dB | 0 | 0 | | 12 | Locked | QAM256 | 11 | 621000000 Hz | -4.5 dBmV | 39.3 dB | 0 | 0 | | 13 | Locked | QAM256 | 12 | 627000000 Hz | -4.7 dBmV | 39.2 dB | 0 | 0 | | 14 | Locked | QAM256 | 14 | 639000000 Hz | -5.4 dBmV | 38.9 dB | 0 | 0 | | 15 | Locked | QAM256 | 15 | 645000000 Hz | -5.6 dBmV | 39 dB | 0 | 0 | | 16 | Locked | QAM256 | 16 | 651000000 Hz | -6.4 dBmV | 38.6 dB | 0 | 0 |
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| Upstream Bonded Channels |
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power | | 1 | Locked | ATDMA | 1 | 5120 Ksym/sec | 35700000 Hz | 40.7 dBmV | | 2 | Locked | ATDMA | 2 | 5120 Ksym/sec | 29200000 Hz | 40.7 dBmV | | 3 | Locked | ATDMA | 3 | 5120 Ksym/sec | 22700000 Hz | 41.3 dBmV | | 4 | Locked | ATDMA | 4 | 5120 Ksym/sec | 16200000 Hz | 39.8 dBmV |
Any suggestions, ideas as to why this is happening? Thanks in advance! |
