Internet connection drops out for 15 minutes at a time. ISP has no answer
I recently started with cable internet service after being with FIOS. Maybe the drop from the pole is pre-existing.
There's the lightning arrester then the cable comes right into the house into a netgear CM 400 cable modem that I bought (it was cheap and says it was docsis 3 compatible which is what the ISP says I need.
Things working great for a couple months. Then in the last week, I get loss of internet for 15 minutes or so at a time, then it comes back for 1/2 day - 1 day at a time.
Cable company came out and added a 6db attenuator, checked connections. Said signals look good.
But still having these dropouts and error messages in the modem event log. Cable company says they don't do anything with modems that aren't theirs / don't know what these errors mean.
Any advice? I am going to pop for their modem rental $5 / month, but is that the answer or is there a problem with their network / cable drop?
See the 2 screen captures of the up / down. A load of errors in the right most columns., right?
the event log:
Time Priority Description
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:16:13 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 05:24:37 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 05:24:37 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:24:37 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 05:25:03 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 05:25:03 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:25:04 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 05:25:04 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 05:25:04 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:25:05 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 05:27:00 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Oct 2 05:27:11 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 05:27:18 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Oct 2 08:28:10 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 08:28:45 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 08:28:45 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 08:28:45 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 08:29:20 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 08:29:20 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 08:29:20 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 08:29:44 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 08:29:45 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 08:29:45 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 08:33:35 2017 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Oct 2 08:33:58 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 08:34:07 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Oct 2 09:00:08 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 09:07:51 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 09:07:51 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 09:07:51 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 09:07:59 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 09:07:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 09:08:06 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 09:08:10 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 09:08:10 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 09:08:12 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 09:12:21 2017 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Oct 2 09:12:42 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 09:12:52 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
2.JPG
1.JPG
There's the lightning arrester then the cable comes right into the house into a netgear CM 400 cable modem that I bought (it was cheap and says it was docsis 3 compatible which is what the ISP says I need.
Things working great for a couple months. Then in the last week, I get loss of internet for 15 minutes or so at a time, then it comes back for 1/2 day - 1 day at a time.
Cable company came out and added a 6db attenuator, checked connections. Said signals look good.
But still having these dropouts and error messages in the modem event log. Cable company says they don't do anything with modems that aren't theirs / don't know what these errors mean.
Any advice? I am going to pop for their modem rental $5 / month, but is that the answer or is there a problem with their network / cable drop?
See the 2 screen captures of the up / down. A load of errors in the right most columns., right?
the event log:
Time Priority Description
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:15:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:16:13 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 05:24:37 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 05:24:37 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:24:37 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 05:25:03 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 05:25:03 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:25:04 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 05:25:04 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 05:25:04 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 05:25:05 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 05:27:00 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Oct 2 05:27:11 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 05:27:18 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Oct 2 08:28:10 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 08:28:45 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 08:28:45 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 08:28:45 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 08:29:20 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 08:29:20 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 08:29:20 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 08:29:44 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 08:29:45 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 08:29:45 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 08:33:35 2017 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Oct 2 08:33:58 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 08:34:07 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Oct 2 09:00:08 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 09:07:51 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 09:07:51 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 09:07:51 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 09:07:59 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 09:07:59 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 09:08:06 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 09:08:10 2017 Critical (3) Ranging Request Retries exhausted
Oct 2 09:08:10 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Oct 2 09:08:12 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 09:12:21 2017 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Oct 2 09:12:42 2017 Critical (3) No Ranging Response received - T3 time-out
Oct 2 09:12:52 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
2.JPG
1.JPG
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disheartening... trying to get them to come out is hard enough. let alone have them finding things down the street!
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I was going to cite that the problem is probably infrastructure related. As William has mentioned, you have to keep persisting, then eventually don't be afraid of escalating. Keep good records of your service calls and the results. With Comcast, you can write a certified letter to the Director of Operations for your county.
Having dealt with this problem for many years, you have to be persistent and insist that they send a technician out with a signal level tester. Most of the truck guys do not have these, generally it is a supervisor. They come out, say "Yes, it all looks good", and leave. The person with the test equipment can actually look at the signal levels up to where it goes into your modem. Unlike TV or Phone, the internet signal must baseline on 0db. Generally problems you describe are where the signal is either too high or too low and then part of or most of the signal passes out of the acceptable bandwidth.
Been there, Done That, Got the Tee shirt. I have seen this related to heavy rains getting water in the central station, to bad coax cabling to bad connectors or attenuators put in the line.
Been there, Done That, Got the Tee shirt. I have seen this related to heavy rains getting water in the central station, to bad coax cabling to bad connectors or attenuators put in the line.
Keep in mind most ISP technicians only know what they're trained to do at the time of hire. Most of them have no idea how to go much further than plugging an Ethernet cable into your modem, seeing the connection work, and telling you "Well, everything looks good". They don't have the schooling or experience to know that just because it's working now, doesn't mean it's always working. The techs that know that are the ones who have been doing it many years and are no longer hookup men anyways.
Also of note: Some companies use a mixture of contractors and employees. When you file your complaint, explicit request a senior technician so that increases the chances of you getting someone who knows what they're doing ... AND request a free month of service.
The problem is persisting / worse with their rental modem (same intermittent internet access - I lose it for 10 - 15 min at a time 2 - 3 times a day). So I have this back with the executive office .
at least I know my cable modem is not the cause.
thanks guys!
at least I know my cable modem is not the cause.
thanks guys!
No problem, glad we could point you in the right direction. Just remember, be persistent and don't let them tell you no. You're the customer and their job is to satisfy you.
ASKER
not sure if the numbers attached are good / what the error messages mean. Could it be a break in the line coming into the house that it goes from good to gone so suddenly? Not windy here though.