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Home internet intermitted disconnect --please help!

Jonathan22
I'm a Participant Level 2
I'm a Participant Level 2

I have home internet disconnect every 15-20 mins since May 31th. My neighbour using Rogers having the same issue.

I called Fido twice last night but Fido technical support indicate there is no incident or network outage on Fido end.

I reset my moderm but still having the same issue, also same as my neighbour.

I am pasting my Docsis log below:

No. Time Type Priority Event

1 2022-06-01T08:02:04-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
2 2022-06-01T08:02:05-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
3 2022-06-01T08:02:06-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
4 2022-06-01T08:02:06-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
5 2022-06-01T08:02:06-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
6 2022-06-01T08:02:06-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
7 2022-06-01T08:08:50-0500 84000500 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
8 2022-06-01T08:08:51-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
9 2022-06-01T08:08:52-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
10 2022-06-01T08:08:52-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
11 2022-06-01T08:08:53-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
12 2022-06-01T08:08:53-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
13 2022-06-01T08:08:53-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
14 2022-06-01T08:08:54-0500 82001200 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
15 2022-06-01T08:08:54-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
16 2022-06-01T08:08:54-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
17 2022-06-01T08:08:54-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
18 2022-06-01T08:08:55-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
19 2022-06-01T08:08:55-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 8; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
20 2022-06-01T08:08:55-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;


Downstream Overview
Port ID Frequency (Hz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB) Bytes Correcteds Uncorrectables
1 591000000 QAM256 2.400 7 40.366 324146198 906 7486
2 597000000 QAM256 2.599 8 38.983 4466814 779 8941
3 603000000 QAM256 2.599 9 40.366 4088050 466 4315
4 609000000 QAM256 2.599 10 40.366 4227725 488 11390
5 849000000 QAM256 1.900 2 38.983 1427264 477 8623
6 855000000 QAM256 1.299 3 38.983 1511981 494 8072
7 861000000 QAM256 0.400 4 38.983 1801013 620 7634
8 579000000 QAM256 2.200 5 38.983 2889016 680 10895
9 585000000 QAM256 2.400 6 40.366 2631762 431 7936
10 279000000 QAM256 2.500 1 38.605 3369108 30907 21441
11 615000000 QAM256 2.799 11 38.983 4033741 669 9826
12 621000000 QAM256 2.799 12 40.946 3852829 676 15508
13 633000000 QAM256 2.299 13 40.366 4208795 497 8443
14 639000000 QAM256 2.299 14 40.366 4003861 400 9989
15 645000000 QAM256 2.400 15 38.983 4020188 583 10917
16 651000000 QAM256 2.200 16 38.983 3725609 892 10175
17 657000000 QAM256 2.400 17 40.366 4395512 393 10448
18 663000000 QAM256 2.400 18 40.366 3998572 432 13321
19 669000000 QAM256 2.400 19 40.366 4006743 435 9309
20 675000000 QAM256 2.200 20 40.366 4334555 372 10300
21 681000000 QAM256 2.400 21 40.946 4470359 517 13314
22 687000000 QAM256 2.599 22 40.366 4596374 682 11990
23 693000000 QAM256 2.799 23 40.366 4264365 746 14475
24 699000000 QAM256 2.799 24 40.366 4065489 714 13588
25 705000000 QAM256 2.500 25 40.366 4313125 904 9007
26 711000000 QAM256 2.500 26 40.366 4013633 620 10966
27 717000000 QAM256 2.400 27 40.366 3686315 580 11042
28 723000000 QAM256 2.900 28 40.366 2151088 1072 13489
29 825000000 QAM256 2.599 29 40.366 1796773 866 11760
30 831000000 QAM256 2.299 30 40.366 1460465 1017 18518
31 837000000 QAM256 2.200 31 40.366 1634953 916 12494
32 843000000 QAM256 1.900 32 38.983 1479362 716 13989
Reset FEC Counters
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC Location Occupied BW(MHz) Subcarriers PLC power(dBmv)
0 NA NA NO NO NO NA 0 ~ 0 NA NA
1 4K 275600000 YES YES YES 1544 283 ~ 472.95 3736 3.299999
Upstream Overview
Port ID Frequency (Hz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 21100000 64QAM 35.760 5 3200000
2 38700000 64QAM 36.770 8 6400000
3 32300000 64QAM 37.020 7 6400000
4 25900000 64QAM 36.770 6 6400000
OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 OPERATE 0.2023 10.9719 9.6000 43.0315 35.2500 2K
1 DISABLED 0.0000 0.0000 0.0000 0.0000 0.0000 2K

5 REPLIES 5

huiraym
I'm a Contributor Level 1
I'm a Contributor Level 1

hey.... i finally find someone with the same issue like me. My issue usually starts around 10am and after 5pm, it becomes stable again. Is yours the same. I also talked to the tech support. I already changed my modem last friday night. I see the exact DOCSIS logs you having. Some config file being rejected, no ranging resopnse etc etc. But when i tried to related the time it went down, it is not exactly the same. I initially thought the modem router maybe crashing due to hardware/software, cause everytime it die, i cannot ping to it. But now i think there gota be something going on from FIDO side.....

huiraym
I'm a Contributor Level 1
I'm a Contributor Level 1

can you tell me if your issue has been resolved and how?

Jonathan22
I'm a Participant Level 2
I'm a Participant Level 2

1 2022-06-01T09:27:59-0500 82001200 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
2 2022-06-01T09:28:00-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
3 2022-06-01T09:28:00-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
4 2022-06-01T09:28:00-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
5 2022-06-01T09:28:00-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 9; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
6 2022-06-01T09:28:00-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
7 2022-06-01T09:29:44-0500 84000500 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
8 2022-06-01T09:29:45-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
9 2022-06-01T09:29:46-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
10 2022-06-01T09:29:47-0500 84000500 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
11 2022-06-01T09:29:47-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
12 2022-06-01T09:29:48-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
13 2022-06-01T09:29:48-0500 82001200 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
14 2022-06-01T09:29:48-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
15 2022-06-01T09:29:49-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
16 2022-06-01T09:29:49-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
17 2022-06-01T09:29:50-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
18 2022-06-01T09:29:50-0500 82000200 Critical No Ranging Response received - T3 time-out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
19 2022-06-01T09:35:28-0500 82000400 Critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;
20 2022-06-01T09:38:41-0500 74010100 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=90:50:ca:29:9e:00;CMTS-MAC=00:17:10:9f:ab:11;CM-QOS=1.1;CM-VER=3.1;

huiraym
I'm a Contributor Level 1
I'm a Contributor Level 1

Hey Jonathan22,

Can you tell me if they fixed your issue and how? I have the similar DOCSIS event logs you posted. I somehow thought it maybe some settings change pushed to my modem and causing a conflict and modem crash. If not,  why would it always happen the same time every day.... to me it is obvious that something crashing the modem. They had a technican came and changed all my connectors. I thought to myself if it is the problem with the connectors, it should stop the WAN connection, it shouldn't crashed the modem and making all devices disconnected. To me it doesn't make any sense. They just did that and i will see if i can survive another day..... wish. me luck 

Hello Jonathan22,

 

  Welcome to the community!

 

  Sorry to hear you're having issues with your home internet. I understand you have already contacted technical support, however, this forum is community-driven and not intended as a venue for customer services. It's unlikely anyone here would be able to go through your DOCSIS log and provide assistance. You would need to re-contact technical support. They would be better able to help sort any issues you are having.

 

Hope this helps 😀

 

Cheers