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Internet issues

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tantony
Visitor

Internet issues

I have the Comcast modem connected to a Meraki router.  Once in a while, I don't have access to the internet.  When there's no Internet, I can ping the internal Meraki network, plus the Meraki's LAN 10.1.10.4, but I can't ping the Comcast's gateway LAN 10.1.10.1.  The light on the modem says online.  If I unplug the cable that goes from Meraki to Comcast, and plug back in usually the connection comes back.

 

Comcast replaced the modem, but every time the modem does an automatic software update, I get the same issue.  I talked to Meraki to check on the Meraki router, and they said everything looks good on their side.

 

I looked on the event log, and saw this, [Docsis][607]: No Ranging Response received - T3 time-out

 

Any idea to resolve this?  I'm getting fiber next month, so hope fiber fixes this issue.

 

 

Accepted Solution

Re: Internet issues

tantony, nice speaking with your in private message! I'm glad our tech ops was able to shed light and that we are seeing improvement here. Post again if you need anything else. 

 

KenF

View solution in context
Official Employee

Re: Internet issues

That type of error usually indicates that the modem is sending a signal/information out and not getting a response back from the headend. Just to cover all the bases, is the coaxial cable unkinked and unbent? Are the connections at either end snug, but not super tight?

tantony
Visitor

Re: Internet issues

As far as I can see (plus the Comcast tech), the coax cable is unkinked and unbent.  The connections are sung, but not super tight as far as I know.  A Comcast tech looked at the lines (I think).

 

I'm not sure if this have something to do with it but, the last time this happened, the tech replaced the modem because he said our previous modem had some known issues with its software.  But, the new modem did a software update automatically (apparently, there's no way to stop it), and that's when this started happening again.

Official Employee

Re: Internet issues

Yeah, software updates are pushed out automatically OTA--usually completes with a soft reboot which you have done because of the connection issues. 

 

T3 timeouts are pretty normal, but too many can definitely mean the modem isn't communicating as it should with the CMTS. If we're seeing T4 timeouts and other ICFR issues, and a ton of uncorrectables, then we definitely want to investigate. Let's check things out. Can you send me a private message with your name, your business's phone number and address? I'll take a look at your signal levels and see if there is anything we can do to improve those drops. 

tantony
Visitor

Re: Internet issues

I send you a private message.  I also uploaded the old config to the modem.  The last time this happened, once I uploaded the old config (config before the software update), it was working for 2 weeks.  2 weeks later, it did the automatic software update, and that's when all this started happening.

 

I'm curious to see if the modem stays online till it does another software update.

Highlighted
tantony
Visitor

Re: Internet issues

We have the Technicolor modem from Comcast.  Do you know what the port speeds are on it?  Is it 1 GB or 100?

Official Employee

Re: Internet issues

When set to full duplex, each port is at 100. 

 

KenF

Official Employee

Re: Internet issues

tantony, nice speaking with your in private message! I'm glad our tech ops was able to shed light and that we are seeing improvement here. Post again if you need anything else. 

 

KenF