Newcomer

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

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;

5 REPLIES
Helper

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

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

 

Post the signal levels page as well.

Newcomer

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

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

 

Proven Sharer

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

 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! 

Newcomer

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

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)

Proven Sharer

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

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.