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Connection goes Offline after about 4 days of inactivity?!?

bmathews23bmathews23 Posts: 3
in Connectivity Apr 02, 2018

So, like many others, I've been having horrible connection issues. This has been off and on since December 2017.  I really noticed the poor performance after installing a Nest thermostat.  It would go offline after a couple of days once we left.

 

I had a personally owned combo router/modem SB 6580.  I was told by Comcast that the combo unit was the issue and needed to be replaced.  Oh, not even a year old!  So, I bought an Netgear CM500 Modem and R6700v2 router. Surprise, Surprise, it had the same problem.   Hardware related?  Highly doubt it!

 

After I reboot my modem/router everything is fine for a short time.

 

I had a tech come out (3.16.18) and stated everything looked “great” and that the modem will go to sleep after a week of inactivity.  That’s a “nice” feature when paying a good chunk of money every month.  Why is it that my neighbors who use there’s less than mine not go out?  

 

My connection actually went out agin while I was here and I called support again.  They sent out a “Senior” tech the next day (3.17.18).  He replaced all the connections outside stating that if they are even a little corroded it will cause drop connections.  Sounds good to me.  He ran tests and everything looks good.  

 

So about 4 days later after leaving I tried to check on my Nest Thermostat and it was offline.  I called support to have another tech come out today (4.2.18) - we will see what they say.

 

Here is a snippet of the modem logs (xx out some of Mac):

 

2018-4-1, 16:05:15

Critical (3) 

No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;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=a0:xx:xx:xx:xx:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

1970-1-1, 00:00:26

Notice (6) 

Overriding MDD IP initialization parameters; IP provisioning mode = IPv6

2018-4-1, 16:07:53

Error (4) 

Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.1;CM-VER=3.0;

2018-4-1, 16:07:53

Error (4) 

Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.1;CM-VER=3.0;

2018-4-1, 16:46:15

Critical (3) 

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.1;CM-VER=3.0;

2018-4-1, 16:47:04

Critical (3) 

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.1;CM-VER=3.0;

2018-4-1, 16:47:13

Critical (3) 

No Ranging Response received - T3 time-out;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 16:52:28

Warning (5) 

B-INIT-RNG Failure - Retries exceeded;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 16:52:29

Critical (3) 

No Ranging Response received - T3 time-out;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 16:57:02

Warning (5) 

B-INIT-RNG Failure - Retries exceeded;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 16:57:03

Critical (3) 

No Ranging Response received - T3 time-out;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 17:02:14

Warning (5) 

B-INIT-RNG Failure - Retries exceeded;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 17:02:15

Critical (3) 

No Ranging Response received - T3 time-out;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 17:06:50

Warning (5) 

B-INIT-RNG Failure - Retries exceeded;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 17:06:51

Critical (3) 

No Ranging Response received - T3 time-out;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 17:13:55

Warning (5) 

B-INIT-RNG Failure - Retries exceeded;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 17:13:56

Critical (3) 

No Ranging Response received - T3 time-out;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 17:18:55

Warning (5) 

B-INIT-RNG Failure - Retries exceeded;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 17:18:56

Critical (3) 

No Ranging Response received - T3 time-out;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 17:18:57

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 17:18:57

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 17:19:05

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 17:19:05

Critical (3) 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2018-4-1, 17:19:25

Notice (6) 

Overriding MDD IP initialization parameters; IP provisioning mode = IPv6

2018-4-1, 17:19:38

Error (4) 

Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.1;CM-VER=3.0;

2018-4-1, 17:19:38

Error (4) 

Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=a0:xx:xx:xx:xx:08;CMTS-MAC=00:17:10:8a:a5:29;CM-QOS=1.1;CM-VER=3.0;

Best Answer

  • bmathews23bmathews23 Posts: 3
    Apr 04, 2018 Accepted Answer

    quick update: had a tech come out (3rd visit) and he replaced all the fittings outside.  My Uncorrectables have gone to zero now!!

     

    Lets hope this resolves the issue once and for all.  If anything changes I will update this post.

     

    Equipment:

    Netgear CM500 Modem (Firmware V1.01.09)

    Nighthawk R6700v2 (Router Firmware Version V1.2.0.16_1.0.1)

Replies

  • reds91185reds91185 Posts: 2,452
    Apr 02, 2018

    The SB6183 is not a combo unit...it is a modem only.

     

    Post the signal levels page as well.

  • bmathews23bmathews23 Posts: 3
    Apr 02, 2018

    Apologies typo ...  SB 6580

     

     

    Startup Procedure

    Procedure

    Status

    Comment

    Acquire Downstream Channel

    519000000 Hz

    Locked

    Connectivity State

    OK

    Operational

    Boot State

    OK

    Operational

    Security

    Enabled

    BPI+

    IP Provisioning Mode

    IPv6 Only

    ipv6Only(1)

     

    Downstream Bonded Channels

    Channel

    Lock Status

    Modulation

    Channel ID

    Frequency

    Power

    SNR

    Correctables

    Uncorrectables

    1

    Locked

    QAM256

    11

    519000000 Hz

    2.9 dBmV

    42.8 dB

    182

    1012

    2

    Locked

    QAM256

    10

    513000000 Hz

    3.1 dBmV

    43 dB

    133

    664

    3

    Locked

    QAM256

    25

    603000000 Hz

    2.9 dBmV

    42.5 dB

    188

    1003

    4

    Locked

    QAM256

    12

    525000000 Hz

    2.8 dBmV

    42.6 dB

    205

    988

    5

    Locked

    QAM256

    13

    531000000 Hz

    2.5 dBmV

    42.4 dB

    194

    997

    6

    Locked

    QAM256

    14

    537000000 Hz

    2.4 dBmV

    42.4 dB

    173

    1018

    7

    Locked

    QAM256

    15

    543000000 Hz

    2.4 dBmV

    42.4 dB

    185

    1007

    8

    Locked

    QAM256

    16

    549000000 Hz

    2.5 dBmV

    42.5 dB

    1

    0

    9

    Locked

    QAM256

    17

    555000000 Hz

    2.1 dBmV

    42 dB

    196

    993

    10

    Locked

    QAM256

    18

    561000000 Hz

    2.5 dBmV

    42.5 dB

    134

    671

    11

    Locked

    QAM256

    19

    567000000 Hz

    2.4 dBmV

    42.3 dB

    193

    1001

    12

    Locked

    QAM256

    20

    573000000 Hz

    2.4 dBmV

    42.2 dB

    182

    1012

    13

    Locked

    QAM256

    21

    579000000 Hz

    2.7 dBmV

    42.4 dB

    166

    1026

    14

    Locked

    QAM256

    22

    585000000 Hz

    2.9 dBmV

    42.4 dB

    189

    1005

    15

    Locked

    QAM256

    23

    591000000 Hz

    3.1 dBmV

    42.6 dB

    182

    1008

    16

    Locked

    QAM256

    24

    597000000 Hz

    2.9 dBmV

    42.3 dB

    187

    1004

     

    Upstream Bonded Channels

    Channel

    Lock Status

    US Channel Type

    Channel ID

    Symbol Rate

    Frequency

    Power

    1

    Locked

    ATDMA

    6

    5120 Ksym/sec

    24000000 Hz

    43.3 dBmV

    2

    Locked

    TDMA

    5

    2560 Ksym/sec

    19200000 Hz

    43.3 dBmV

    3

    Locked

    ATDMA

    7

    5120 Ksym/sec

    30400000 Hz

    43.3 dBmV

    4

    Locked

    ATDMA

    8

    5120 Ksym/sec

    36800000 Hz

    45.8 dBmV

     

    Current System Time:Mon Apr 02 08:43:00 2018

     

  • karlbeckmankarlbeckman Posts: 2,208 ✭✭✭✭
    Apr 02, 2018

     If you have an all-in-one gateway, your device would most likely be a Motorola SurfBoard SBG6580.  All-in-one is a configuration that folks on the forums generally don't recommend using.  Second, you don't need to blank parts of your device's MAC address - it only is used over the local physical link (ethernet cable or WiFi) between the modem and computer, or to an external router if you use one.  The MAC is not sent to other parts of the internet.  And third, remember that this box does not support IPv6 addressing on the LAN ports. 

     

    Thanks for sending the signal levels screen report which tells us a lot. In particular, note the high number of uncorrectible errors on each downstream bonded channel, compared to correctables that your modem can fix for itself.  You've got incoming noise from the cable company drop which is occasionally going to cause network disconnects of the Nest equipment.  Nest won't restore the connection unless you assign a STATIC IP address in the router to each Nest device running over wire or WiFi.   You can learn how to do this by reading your modem's user guide.

     

    You say you've been having this problem for about 15 months.  Have you ever contacted your cable company about getting a signal analysis and repair of the cable at your home?  We highly recommend that as a first step! 

  • karlbeckmankarlbeckman Posts: 2,208 ✭✭✭✭
    Apr 04, 2018

    Now there's a success story that didn't even require help from the Forum!  Congrats to you and your very competent Spectrum service tech.

This discussion has been closed.