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modem is not getting the correct signal from the COMCAST server

Regular Contributor

modem is not getting the correct signal from the COMCAST server

Location - NE Florida.  Ponte Vedra

 

Ugh.  I hate to be back here.  Well my newest adventure.  Connection overall has been dismal.  Very sporadic over the past 6 months.  Can be really bad where things come to a crawl and cant work.  Streaming drops, constant re-buffering.  Even OnDemand playback hangs\buffers.  Work checked our VPN connections and noted high latency and high packet loss.  Speed tests at the many sites out there very.  Upload test on a few sites failed or was untestable.  I found this interesting  Comcast speed test page usually is great 99% of the time, but not so much if I average the mutiple other test sites out there.  So I really do not trust their test page....  Our rated speed is 100\10 (Blast tier).

 

SIgnals look good.  Nothing odd in Router or Modem logs.

 

The last two times I chatted I was told "modem is not getting the correct signal from the COMCAST server".  So prior to this last chat, they did thie fancy resets and whatever and said things should be good now.  Since I am reporting this again they are going to send a tech out.

 

I have a CM700 (bough Sep 2017) and a R7000 (Aug 2015).
I ahve various switches, a T-Mobile Router (for WiFi Calliing) that I use as a switch and WAP, and a Linksys\Cisco EA6350 as a WAP (and switch).  Have android phones and tablets.  Wired and wireless devices.  2 Roku's and an Nnvdia shield.

A TV with Roku OS, Vizio TV with apps.  

 

Rebooting or power cycling modem (eaving off for 15min sometimes) seems to fix things either briefly or for a number of hours (how long varies).

Resetting router does nothing.  I usualy do both out of habit, but I stopped myslef to see if it made a difference and since stopped cycling it.

 

These modem signals levels vary.  Here is what I have now.  I have read about Correctables and from waht I gather this means nothing or could mean something - LOL....

<tabindex=-1>Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 657000000 Hz Locked
Connectivity State Ok Operational
Boot State Ok Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4



IP Provisioning Mode Honor MDD honorMdd(4)

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 1 495000000 Hz 5.5 dBmV 38.9 dB 5 0
2 Locked QAM 256 2 501000000 Hz 5.5 dBmV 38.9 dB 0 0
3 Locked QAM 256 3 507000000 Hz 5.9 dBmV 40.3 dB 0 0
4 Locked QAM 256 4 513000000 Hz 5.5 dBmV 40.3 dB 13 0
5 Locked QAM 256 5 519000000 Hz 5.5 dBmV 40.3 dB 17 0
6 Locked QAM 256 6 525000000 Hz 5.5 dBmV 40.3 dB 13 0
7 Locked QAM 256 7 531000000 Hz 5.1 dBmV 38.9 dB 11 0
8 Locked QAM 256 8 537000000 Hz 5.5 dBmV 40.9 dB 14 0
9 Locked QAM 256 9 543000000 Hz 5.1 dBmV 38.9 dB 0 0
10 Locked QAM 256 10 549000000 Hz 5.0 dBmV 38.9 dB 0 0
11 Locked QAM 256 11 555000000 Hz 5.3 dBmV 40.3 dB 0 0
12 Locked QAM 256 12 561000000 Hz 5.4 dBmV 38.9 dB 0 0
13 Locked QAM 256 13 567000000 Hz 5.0 dBmV 38.9 dB 0 0
14 Locked QAM 256 14 573000000 Hz 5.0 dBmV 38.9 dB 0 0
15 Locked QAM 256 15 579000000 Hz 5.0 dBmV 38.9 dB 0 0
16 Locked QAM 256 16 585000000 Hz 5.0 dBmV 38.9 dB 0 0
17 Locked QAM 256 17 591000000 Hz 5.1 dBmV 38.6 dB 0 0
18 Locked QAM 256 18 597000000 Hz 5.0 dBmV 38.9 dB 0 0
19 Locked QAM 256 19 603000000 Hz 5.0 dBmV 38.6 dB 0 0
20 Locked QAM 256 20 609000000 Hz 5.4 dBmV 38.9 dB 0 0
21 Locked QAM 256 21 615000000 Hz 5.3 dBmV 38.9 dB 0 0
22 Locked QAM 256 22 621000000 Hz 5.0 dBmV 38.9 dB 0 0
23 Locked QAM 256 23 627000000 Hz 5.5 dBmV 38.9 dB 0 0
24 Locked QAM 256 24 633000000 Hz 5.3 dBmV 39.5 dB 0 0
25 Locked QAM 256 25 639000000 Hz 5.0 dBmV 38.9 dB 0 0
26 Locked QAM 256 26 645000000 Hz 5.3 dBmV 39.5 dB 0 0
27 Locked QAM 256 27 651000000 Hz 5.1 dBmV 39.2 dB 21 0
28 Locked QAM 256 28 657000000 Hz 4.9 dBmV 38.9 dB 0 0
29 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
30 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
31 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
32 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0

 

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 5120 Ksym/sec 23000000 Hz 35.0 dBmV
2 Locked ATDMA 5 5120 Ksym/sec 29400000 Hz 36.5 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 35800000 Hz 37.3 dBmV
4 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

 

Log is sparse since I reset it:

Time Priority Description
Jan 19 2018 10:16:16 Critical (3) No Ranging Response received - T3 time-out
Jan 19 2018 18:27:37 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Jan 21 2018 09:38:59 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

 

Nothing in router log.  Still get these now and then and the amount it happens varies.  Non this month:

[DoS attack: ACK Scan] attack packets in last 20 sec from ip [23.32.76.51]

 

Frequent Visitor

Re: modem is not getting the correct signal from the COMCAST server

There's a good chance that you have an inline filter placed at the tap for egress noise. Your upstream channels arent locking up like how they should be. Has anyone from Comcast left a you a door tag to contact them? Otw, call Comcast and have them check if there are any mainline notes at your service address.
Problem Solver

Re: modem is not getting the correct signal from the COMCAST server


DNStheMenace wrote:
There's a good chance that you have an inline filter placed at the tap for egress noise. Your upstream channels arent locking up like how they should be. Has anyone from Comcast left a you a door tag to contact them? Otw, call Comcast and have them check if there are any mainline notes at your service address.

Pal. Those Upstreams are fine. Most systems have 3 and some have 4. The problem doesn’t appear to be in the locking of the channels. There a few levels that can only be read at the CMTS. Call Comcast and obtain them. ICFR should be no higher than +2dBmV, uSNR should be at least 31dB, and Upstream Receive Power should be between -2dBmV and +2dBmV with 0 dBmV perfect in the middle. 

Expert

Re: modem is not getting the correct signal from the COMCAST server


DNStheMenace wrote:
There's a good chance that you have an inline filter placed at the tap for egress noise. Your upstream channels arent locking up like how they should be.s.

As was stated, there is nothing wrong with the posters upstream channel config.... Please refrain from posting incorrect information here. Thank you.

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Thanks for the replies.  A tech is coming out tomorrow.  Anytime I mention info I get from here or the web the tech's eyes just roll and glaze over.  Basically they act like what I know and info I share is gibberish.  At least that is my experience.  Had a couple of bad experiences with techs as well.  SOme contracter and others actual employees.  The TV is acting up, so I am thinking there is some other issue, but even then all the obersvations I mentioned are dismissed.  And 8 of 10 things work perfectly when the tech is here so I get further dismissive "glares"  (LOL).  Oh well.  I know I am not crazy, as my whole family yells at me when things do not work.  We all could be crazy though Smiley Wink  Will keep you all posted.

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

One of my worst fears.  Today connection has been good and the tech is to come out this evening :\

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

So I received two automated calls for appointment confirmation.  On the last one right before my appointment I opted to speak to an agent to see if I should keep the appointment.  She said I should.  She said my SCOUT report looked good.  And that whenever I call about a problem I should asked for this.  She said I should keep my appointment.  I asked about being charged and she said that is up to the tech. 

 

So tech came out and before testing anything he said everything looked good at my connection and in my neighborhood.  He did not check the connection in the house.  I told him everything I experienced and when I mentioned VPN he said that will kill my connection and cause it go to a crawl.  I asked if this is the case why does that not happen ALL THE TIME.  He had no answer, but reiterated that.  He said my connection will operate at the speed of my slowest device. 

 

We have 4G phones and use WIFI.  I completely forgot about this since I have not noticed it in quite a loooooong time (years).  Heck I even thought this throttling had been eliminated with newer routers.  I guess this is not the case?  Or is it still? Forum experts?  OI will scour the net to read up on this as well.  Maybe I should enable QoS?

 

A lot of people work from home for my company here in town and they all use the same VPN.  50% are with comcast and 40% are with A telecom (fiber), 5% are DSL (non-fiber), and 5% use their Smartphones (amazing).  Our network team has never mentioned issues (as long as we have good connection).  Not one member of the Network team (50+ companywide across multiple states) has said this would be an issue and would impact your home network.  So I find the VPN thing questionable.  But this not my area of expertise.  And maybe we are all just super lucky 90% of the time?  Only folks I know that complain of their work connection is when they have slow DSL or just having general connection issues.  So what do the experts in the forum have to say?

 

I asked the tech if I would be charged and did not get a straight answer.  He said there used to be 20\30+ (I forget if he said twenty or thirty) ways they could write up tickets and now it is 5 (this I do remember).  So I guess this will be a surprise ☹  He left me the area supervisor’s number.  And said if I have issues again to call him as he has tools that can look at things that instant, where the tools he has can only look at previous logs.  Makes me wonder how he tested today.  Sigh.  Seemed nice enough.  He was a actual employee and not a contractor.

 

Well seeing how today seemed fine with multiple smart phones connected, two VPNs, a Roku, 3 tablets, and an Nvidia TV….  Speed test were fine (just used comcast test).  Why wasn’t my connection bogged down?  Oh well.   Just another adventure.

 

Should I upgrade our R7000?  Thoughts?

 

Thanks All!

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Oh I did have to reboot the modem to regain connection after the tech left.

 

Logs:

Jan 19 2018 10:16:16 Critical (3) No Ranging Response received - T3 time-out
Jan 19 2018 18:27:37 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Jan 21 2018 09:38:59 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jan 22 2018 19:05:39 Critical (3) No Ranging Response received - T3 time-out
Jan 23 2018 17:21:39 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Jan 23 2018 17:21:43 Warning (5) Lost MDD Timeout
Jan 23 2018 17:24:27 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jan 23 2018 17:29:13 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Jan 23 2018 17:39:58 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

 

Modem Connection info:

 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 657000000 Hz Locked
Connectivity State Ok Operational
Boot State Ok Operational
Configuration File Ok d11_m_cm700_speedtierextreme2_c01.cm
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 1 495000000 Hz 5.1 dBmV 40.3 dB 10 0
2 Locked QAM 256 2 501000000 Hz 5.6 dBmV 40.3 dB 0 0
3 Locked QAM 256 3 507000000 Hz 5.6 dBmV 40.3 dB 0 0
4 Locked QAM 256 4 513000000 Hz 5.3 dBmV 40.3 dB 0 0
5 Locked QAM 256 5 519000000 Hz 5.3 dBmV 40.3 dB 20 0
6 Locked QAM 256 6 525000000 Hz 5.3 dBmV 40.3 dB 19 0
7 Locked QAM 256 7 531000000 Hz 5.0 dBmV 40.3 dB 0 0
8 Locked QAM 256 8 537000000 Hz 5.3 dBmV 40.9 dB 0 0
9 Locked QAM 256 9 543000000 Hz 5.0 dBmV 38.9 dB 0 0
10 Locked QAM 256 10 549000000 Hz 4.9 dBmV 40.3 dB 0 0
11 Locked QAM 256 11 555000000 Hz 5.0 dBmV 40.9 dB 0 0
12 Locked QAM 256 12 561000000 Hz 5.1 dBmV 38.9 dB 0 0
13 Locked QAM 256 13 567000000 Hz 4.9 dBmV 38.9 dB 0 0
14 Locked QAM 256 14 573000000 Hz 4.9 dBmV 38.9 dB 0 0
15 Locked QAM 256 15 579000000 Hz 4.9 dBmV 38.6 dB 0 0
16 Locked QAM 256 16 585000000 Hz 4.9 dBmV 40.3 dB 0 0
17 Locked QAM 256 17 591000000 Hz 5.0 dBmV 38.6 dB 0 0
18 Locked QAM 256 18 597000000 Hz 4.9 dBmV 38.9 dB 0 0
19 Locked QAM 256 19 603000000 Hz 4.8 dBmV 38.6 dB 0 0
20 Locked QAM 256 20 609000000 Hz 5.3 dBmV 40.3 dB 0 0
21 Locked QAM 256 21 615000000 Hz 5.1 dBmV 38.9 dB 0 0
22 Locked QAM 256 22 621000000 Hz 5.0 dBmV 38.9 dB 0 0
23 Locked QAM 256 23 627000000 Hz 5.3 dBmV 40.3 dB 0 0
24 Locked QAM 256 24 633000000 Hz 5.0 dBmV 39.5 dB 0 0
25 Locked QAM 256 25 639000000 Hz 4.8 dBmV 38.9 dB 0 0
26 Locked QAM 256 26 645000000 Hz 5.0 dBmV 39.5 dB 0 0
27 Locked QAM 256 27 651000000 Hz 5.0 dBmV 39.5 dB 0 0
28 Locked QAM 256 28 657000000 Hz 4.6 dBmV 38.9 dB 0 0
29 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
30 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
31 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
32 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 5120 Ksym/sec 23000000 Hz 35.3 dBmV
2 Locked ATDMA 5 5120 Ksym/sec 29400000 Hz 36.8 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 35800000 Hz 37.3 dBmV
4 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

This is something new in the router log.  A few of theses over the weekend to today.

Tuesday, Jan 23,2018 04:27:17
[Self2WAN ICMP type b Detected!] To prevent from revealing router's activity, this packet is dropp Tuesday, Jan 23,2018 04:21:36

 

Still get a sprinkle of these (IP changes):

Tuesday, Jan 23,2018 10:59:20
[DoS attack: RST Scan] attack packets in last 20 sec from ip [205.234.175.102], Tuesday, Jan 23,2018 10:24:46

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server


kahnfewzd wrote:

So tech came out and before testing anything he said everything looked good at my connection and in my neighborhood.  He did not check the connection in the house.  I told him everything I experienced and when I mentioned VPN he said that will kill my connection and cause it go to a crawl.  Obviously the tech doesn't know anything about networking beyond his training.  VPN on a single device wouldn't affect the rest of the devices and as long as the remote end has enough bandwidth you wouldn't see much difference locally.  As well if the entire connection isn't being encrypted other than the remote subnets then the only slow speeds would be to the remote servers and applciations.  I asked if this is the case why does that not happen ALL THE TIME.  He had no answer, but reiterated that.  He said my connection will operate at the speed of my slowest device. 

 

We have 4G phones and use WIFI.  I completely forgot about this since I have not noticed it in quite a loooooong time (years).  Heck I even thought this throttling had been eliminated with newer routers.  I guess this is not the case?  Or is it still? Forum experts?  OI will scour the net to read up on this as well.  Maybe I should enable QoS? Over thinking things here.  I have about 10 devices ranging from 100M, 1000M, wifi clients connecting at 500M, 1.7Gbps, and so on... QOS is nice if you have lower speeds like 10-20mbps but, 100+ shouldn't really be an issue unless you're doing VOIP then the VOIP should be configured for priority access due to the jitter limitations due to congestion.

 

A lot of people work from home for my company here in town and they all use the same VPN.  50% are with comcast and 40% are with A telecom (fiber), 5% are DSL (non-fiber), and 5% use their Smartphones (amazing).  Our network team has never mentioned issues (as long as we have good connection).  Not one member of the Network team (50+ companywide across multiple states) has said this would be an issue and would impact your home network.  So I find the VPN thing questionable.  But this not my area of expertise.  And maybe we are all just super lucky 90% of the time?  Only folks I know that complain of their work connection is when they have slow DSL or just having general connection issues.  So what do the experts in the forum have to say? see above

 

I asked the tech if I would be charged and did not get a straight answer.  He said there used to be 20\30+ (I forget if he said twenty or thirty) ways they could write up tickets and now it is 5 (this I do remember).  So I guess this will be a surprise ☹  He left me the area supervisor’s number.  And said if I have issues again to call him as he has tools that can look at things that instant, where the tools he has can only look at previous logs.  Makes me wonder how he tested today.  Sigh.  Seemed nice enough.  He was a actual employee and not a contractor. they can monitor things before coming out or have the dispatcher monitor and report the logs prior to showing up.  techs should have the ability to scan the lines though real time with a meter when on site.  

 

Well seeing how today seemed fine with multiple smart phones connected, two VPNs, a Roku, 3 tablets, and an Nvidia TV….  Speed test were fine (just used comcast test).  Why wasn’t my connection bogged down?  Oh well.   Just another adventure.

 

Should I upgrade our R7000?  Thoughts? I think you have way too many devices connected and could cause self harm if they're not all configured correctly.  If possible I would slim things down a bit from where you're at now.  It seems like you had a junk drawer of devices accumulating and pulled them out and reused them.  I have a nexus 6 / project Fi and it makes WIFI calls just by being connected to the WIFI w/o a special router. 

 

If you don't really need the 2 extra "AP's" then I would rip them out at this point.  If your issue isn't coverage and signal then putting some money into a Gig Switch where you can get 16 additional ports for under $100 would be ideal instead of bridged routers being used as switches.  If you don't need that many ports you can go with a 8 port for about $25 or so.  If the WIFI coverage is an issue then upping from a R7000 to a R7800 (~$200) might be a good investment. 

 

 

Thanks All!


Your signals though as you've been posting look ideal for the most part when you're capturing them.  If you have extra splitters in the path they could cause an issue as well there may be a bad crimp on a coax line in the path from the line coming in to the wall plate.  

 

As to the modem messages about dropping packets from DoS and DDoS sources that's what it's supposed to do when there's a flood coming at you from the outside that didn't originate from the inside first setting up a session with the destination IP.

 

 

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Still having issues. Smiley Sad

Here is something odd.  I did modem test on the 27th and I was getting 3000-4000+Mbps down from Comcast's speedtest page.  Wahhhh!  I copied the shared links to have this info, but the links no longer pull up anything and just go straight to the speedtest page! I normally would of taken screenshots, but the link proivided normally ahve been good Smiley Sad  Here they are:

http://speedtest.xfinity.com/results/JCXOLCQA6T9FX2Y
http://speedtest.xfinity.com/results/JCXOMF7MH4QUMO6
http://speedtest.xfinity.com/results/JCXONCD8JOZDFRO


So not sure what was up.

 -- Thank you for your time and all the great info!!!!!  It seems every tech gives different reasons and has different "capbilities" (tools to troublseshoot and check things).  Drives me nuts.  I mean I have been in tech support since the 90's.  Ijust do not get the disparity and attitudes.  Oh well.  

 

Your comment here cracked me up, but makes me also wonder : "I think you have way too many devices connected and could cause self harm if they're not all configured correctly.  If possible I would slim things down a bit from where you're at now.  It seems like you had a junk drawer of devices accumulating and pulled them out and reused them.  I have a nexus 6 / project Fi and it makes WIFI calls just by being connected to the WIFI w/o a special router."  So, there is a max set a devices can have?  They are all new devices 2015+.  And no I did not pull stuff out of a junk drawer. We are a big family.  4 TVs, 4 PC's, 4 tablets, 3 phones, 2 roku's, 1 shield, a magicjack.  I have a dedicated vpn router for work and my wife uses a software VPN.  We have been operating like this for years.  So why now is there issues and with faster download speeds that we previously had.  So no trimming down.  I do not use the smart features of the TV's as I like the Roku's and the Shield.

In response to this: "If you don't really need the 2 extra "AP's" then I would rip them out at this point.  If your issue isn't coverage and signal then putting some money into a Gig Switch where you can get 16 additional ports for under $100 would be ideal instead of bridged routers being used as switches.  If you don't need that many ports you can go with a 8 port for about $25 or so.  If the WIFI coverage is an issue then upping from a R7000 to a R7800 (~$200) might be a good investment." Well one of the "AP's" is from T-mobile to gettter better WiFi calling.  Only our phones connect to it.  I also use it as a switch for wired devices in the room.  The other AP is for the back patio and upstairs.  Not sure what is in the flooring and walls , but signal have a hard tiem getting thru.  So I need the WAP's and not just switches for wired connections unfortunately.  I have been looking at a new router, but not sure what to get that will cover the entire hiouse (2 floors) and get into the back patio. 

 

Again, all of this was working great.  So I am clueless as what it can be.  The modem is new as I previously stated.  So that is the only thing that changed.

I called and left a message for the area supervisor.

My current logs:

*MODEM*

Jan 19 2018 10:16:16 Critical (3) No Ranging Response received - T3 time-out
Jan 19 2018 18:27:37 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Jan 21 2018 09:38:59 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jan 22 2018 19:05:39 Critical (3) No Ranging Response received - T3 time-out
Jan 23 2018 17:21:39 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Jan 23 2018 17:21:43 Warning (5) Lost MDD Timeout
Jan 23 2018 17:24:27 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jan 23 2018 17:29:13 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Jan 23 2018 17:39:58 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Jan 26 2018 19:02:44 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jan 28 2018 01:24:38 Critical (3) No Ranging Response received - T3 time-out
Jan 30 2018 01:45:23 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jan 30 2018 01:45:30 Notice (6) SW Download INIT - Via Config file d11_m_cm700_speedtierextreme2_c01.cm
Jan 30 2018 01:45:37 Notice (6) SW download Successful - Via Config file
Jan 30 2018 01:46:53 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

 

*ROUTER*

[Time synchronized with NTP server] Tuesday, Jan 30,2018 01:47:15
[Internet connected] IP address: 73.224.154.2, Tuesday, Jan 30,2018 01:47:14
[Internet disconnected] Tuesday, Jan 30,2018 01:47:10
[Internet connected] IP address: 192.168.100.20, Tuesday, Jan 30,2018 01:46:53
[Internet connected] IP address: 192.168.100.20, Tuesday, Jan 30,2018 01:46:43
[Internet connected] IP address: 192.168.100.20, Tuesday, Jan 30,2018 01:46:32
[Internet disconnected] Tuesday, Jan 30,2018 01:45:58
[Internet connected] IP address: 192.168.100.20, Tuesday, Jan 30,2018 01:45:27
[Internet connected] IP address: 192.168.100.20, Tuesday, Jan 30,2018 01:45:17
[Internet connected] IP address: 192.168.100.20, Tuesday, Jan 30,2018 01:44:57
[Internet disconnected] Tuesday, Jan 30,2018 01:44:24
[DoS attack: RST Scan] attack packets in last 20 sec from ip [205.234.175.102], Monday, Jan 29,2018 19:38:45
[DoS attack: RST Scan] attack packets in last 20 sec from ip [205.234.175.102], Monday, Jan 29,2018 19:18:43
[DoS attack: ACK Scan] attack packets in last 20 sec from ip [63.251.240.12], Monday, Jan 29,2018 10:26:22
[Time synchronized with NTP server] Sunday, Jan 28,2018 08:42:43
[Internet connected] IP address: 73.224.154.2, Sunday, Jan 28,2018 08:42:41
[DoS attack: ACK Scan] attack packets in last 20 sec from ip [68.142.118.174], Sunday, Jan 28,2018 00:53:57
[DoS attack: FIN Scan] attack packets in last 20 sec from ip [69.252.42.130], Saturday, Jan 27,2018 13:23:30
[DoS attack: FIN Scan] attack packets in last 20 sec from ip [69.252.42.130], Saturday, Jan 27,2018 13:22:43
[DoS attack: FIN Scan] attack packets in last 20 sec from ip [69.252.42.130], Saturday, Jan 27,2018 13:21:50
[Time synchronized with NTP server] Saturday, Jan 27,2018 09:11:54
[Internet connected] IP address: 73.224.154.2, Saturday, Jan 27,2018 09:11:53
[DoS attack: ACK Scan] attack packets in last 20 sec from ip [199.16.156.241], Friday, Jan 26,2018 19:16:22
[DoS attack: ACK Scan] attack packets in last 20 sec from ip [151.101.6.2], Friday, Jan 26,2018 19:11:23
[DoS attack: ACK Scan] attack packets in last 20 sec from ip [199.96.57.6], Friday, Jan 26,2018 19:11:21
[DoS attack: ACK Scan] attack packets in last 20 sec from ip [151.101.6.2], Friday, Jan 26,2018 19:11:16
[DoS attack: ACK Scan] attack packets in last 20 sec from ip [199.16.156.241], Friday, Jan 26,2018 19:05:52
[DoS attack: ACK Scan] attack packets in last 20 sec from ip [216.58.219.110], Friday, Jan 26,2018 19:05:18
[DoS attack: ACK Scan] attack packets in last 20 sec from ip [54.239.26.97], Friday, Jan 26,2018 19:04:50
[DoS attack: FIN Scan] attack packets in last 20 sec from ip [13.32.80.46], Friday, Jan 26,2018 19:04:17
[Time synchronized with NTP server] Friday, Jan 26,2018 19:03:44

 

Expert

Re: modem is not getting the correct signal from the COMCAST server

FWIW, have you tried calling in for those upstream receive signal stats as suggested by others. If those are out of spec it can cause those T-3 errors that you see in the log.

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

I called and asked for upstream info and SCOUT report and the two reps did not know what I was talking about and just put in in notes for an upcoming tech visit we have coming.  It has been crazy with the drops and buffering of late.  We almost resigned to living with things.  Comcast hgas given us credit without hesitation.  So that helps.  I used to have t fight for any credits whatsoever so at least that are thinking about customers more in this respect.

 

I am looking at a new Router and the selection is confusing and I ofen find OLDER routers listed as the recommended ones.  I am currently focused on a ASUS AC3100 (RT-AC88U) as I have read a lot about it, but that is a 2015 router.  I am more of a Netgear fanboy (who knows why).  Looks like AC 3200+ may be overkill from what I have read.  I was looking at AC5300, other AC5xxx models, and even the AD7200.  I eyballed the Orbi , but read about issues with ethernet backhaul. Just confused.  Would rather have a 2017 model of a router as it should have better part, right?  sigh.

 

Everything I have been reading says a router with APs is good (my setup with routers in AP mode).  TInkering with Wireshark and so far nothing obvious to me.

 

One of our Roku's kept failing on the internet tests.  Network test was fine.  I ran a cable to it and it is working fine.  So that makes me think something is up with WiFi.  However, we have issues with our wired connections as well.  Downloads will fail.  Our connections will pause\drop.

 

Rebooting modems sometimes help and the time it helps varies.

 

Curent modem info (wow the correctable counts are high):

<tabindex=-1>Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 657000000 Hz Locked
Connectivity State Ok Operational
Boot State Ok Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 1 495000000 Hz 1.7 dBmV 38.9 dB 244 1029
2 Locked QAM 256 2 501000000 Hz 3.0 dBmV 40.3 dB 72 1210
3 Locked QAM 256 3 507000000 Hz 3.0 dBmV 38.9 dB 86 1197
4 Locked QAM 256 4 513000000 Hz 2.0 dBmV 40.3 dB 110 1001
5 Locked QAM 256 5 519000000 Hz 2.5 dBmV 38.9 dB 107 1113
6 Locked QAM 256 6 525000000 Hz 2.9 dBmV 40.3 dB 567 661
7 Locked QAM 256 7 531000000 Hz 2.2 dBmV 38.9 dB 454 1826
8 Locked QAM 256 8 537000000 Hz 2.5 dBmV 38.9 dB 651 1619
9 Locked QAM 256 9 543000000 Hz 2.7 dBmV 40.3 dB 137 1073
10 Locked QAM 256 10 549000000 Hz 2.7 dBmV 38.9 dB 136 1069
11 Locked QAM 256 11 555000000 Hz 2.4 dBmV 40.9 dB 79 1126
12 Locked QAM 256 12 561000000 Hz 2.9 dBmV 40.3 dB 142 1066
13 Locked QAM 256 13 567000000 Hz 2.9 dBmV 40.9 dB 319 796
14 Locked QAM 256 14 573000000 Hz 2.4 dBmV 40.3 dB 115 967
15 Locked QAM 256 15 579000000 Hz 2.4 dBmV 38.9 dB 190 2073
16 Locked QAM 256 16 585000000 Hz 2.9 dBmV 40.3 dB 154 1049
17 Locked QAM 256 17 591000000 Hz 2.5 dBmV 38.6 dB 81 1037
18 Locked QAM 256 18 597000000 Hz 2.0 dBmV 38.9 dB 210 905
19 Locked QAM 256 19 603000000 Hz 2.2 dBmV 38.9 dB 98 984
20 Locked QAM 256 20 609000000 Hz 2.9 dBmV 38.6 dB 102 1112
21 Locked QAM 256 21 615000000 Hz 2.4 dBmV 38.9 dB 304 1839
22 Locked QAM 256 22 621000000 Hz 2.2 dBmV 38.9 dB 93 991
23 Locked QAM 256 23 627000000 Hz 3.0 dBmV 40.3 dB 247 962
24 Locked QAM 256 24 633000000 Hz 2.5 dBmV 38.9 dB 24 731
25 Locked QAM 256 25 639000000 Hz 2.0 dBmV 39.5 dB 19 770
26 Locked QAM 256 26 645000000 Hz 2.7 dBmV 39.5 dB 57 745
27 Locked QAM 256 27 651000000 Hz 2.7 dBmV 39.5 dB 19 676
28 Locked QAM 256 28 657000000 Hz 2.0 dBmV 38.9 dB 217 874
29 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
30 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
31 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
32 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 5120 Ksym/sec 23000000 Hz 39.5 dBmV
2 Locked ATDMA 5 5120 Ksym/sec 29400000 Hz 43.8 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 35800000 Hz 43.5 dBmV
4 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

Current System Time: Sat Feb 10 11:44:30 2018

 

Time Priority Description
Feb 03 2018 21:33:10 Critical (3) Ranging Request Retries exhausted
Feb 03 2018 21:33:10 Critical (3) Ranging Request Retries exhausted
Feb 03 2018 21:33:10 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 03 2018 21:33:11 Critical (3) Ranging Request Retries exhausted
Feb 03 2018 21:33:11 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 03 2018 21:33:34 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Feb 03 2018 21:39:58 Critical (3) Ranging Request Retries exhausted
Feb 03 2018 21:39:58 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 03 2018 21:40:00 Critical (3) Ranging Request Retries exhausted
Feb 03 2018 21:40:00 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 03 2018 21:40:22 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Feb 03 2018 21:46:47 Critical (3) Ranging Request Retries exhausted
Feb 03 2018 21:46:47 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 03 2018 21:46:49 Critical (3) Ranging Request Retries exhausted
Feb 03 2018 21:46:49 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 03 2018 21:47:11 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Feb 03 2018 21:53:35 Critical (3) Ranging Request Retries exhausted
Feb 03 2018 21:53:35 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 03 2018 21:53:37 Critical (3) Ranging Request Retries exhausted
Feb 03 2018 21:53:37 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 03 2018 21:53:59 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Feb 03 2018 22:00:24 Critical (3) Ranging Request Retries exhausted
Feb 03 2018 22:00:24 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 03 2018 22:00:25 Critical (3) Ranging Request Retries exhausted
Feb 03 2018 22:00:25 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 03 2018 22:00:48 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Feb 03 2018 22:06:36 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Feb 04 2018 09:49:49 Critical (3) No Ranging Response received - T3 time-out
Feb 07 2018 11:09:26 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Feb 07 2018 11:10:07 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Feb 09 2018 10:36:13 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Feb 09 2018 18:00:07 Critical (3) No Ranging Response received - T3 time-out
Feb 09 2018 18:00:51 Critical (3) Ranging Request Retries exhausted
Feb 09 2018 18:00:51 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 09 2018 18:00:53 Critical (3) No Ranging Response received - T3 time-out
Feb 09 2018 23:53:37 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Feb 10 2018 09:28:35 Critical (3) No Ranging Response received - T3 time-out
Feb 10 2018 11:15:57 Critical (3) Ranging Request Retries exhausted
Feb 10 2018 11:15:57 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 10 2018 11:20:40 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

 

 

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Oh the rep via chat stated this : "...the signal level is registering below the levels of your internet service which is causing the issue."  We will see what the tech finds tomorrow.

Official Employee

Re: modem is not getting the correct signal from the COMCAST server

I can send you your scout info you're requesting if you like, but you do have a tech scheduled tomorrow so we can just wait until then as well. 

 

KenF

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Twice now I have had the internet just drop.  Lights on the modem had the Upstream blinking on both occcassions when I went to check.

"Scanning for upstream channel".  I was not able to connect to the modem's web ui on both occcassion and had to manually reset the modem.

 

Log from those times:

Feb 10 2018 11:15:57 Critical (3) Ranging Request Retries exhausted
Feb 10 2018 11:15:57 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 10 2018 11:20:40 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Feb 10 2018 21:33:27 Critical (3) No Ranging Response received - T3 time-out
Feb 11 2018 10:05:26 Critical (3) Ranging Request Retries exhausted
Feb 11 2018 10:05:26 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Feb 11 2018 10:10:15 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

 

Interesting test page results (used tiny urk as the real link was 1045 characters):

https://tinyurl.com/internethealthtest-180211mine

Here is the page:http://internethealthtest.org/?start=true

Also this shows my area is only good for SD streaming!
https://www.google.com/get/videoqualityreport/

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Tech came out (really nice guy and very patient) and said he did notice a minor noise spike while he was checking the line outside.  I also found out that issues can happen form uVerse (and the like) when cable lines are left connected to a home and can cause signal noise to feed into the Comcast lines.  Now that is what is going to be tickling my brain as we have had some people on my street jump ship to fiber with AT&T. 

 

He also switched the modem line on the  from a powered (TV line) to the Modem Line.   I still have no idea why two techs prior moved it.  The splitter was provided by Comcastsplitter and is a PPC EVO1-9-U/U.

He did say he noticed some resets and I think those were from the chat\phone reps doing their "refresh" step.  He did not seem to concerned about the 3 complete drops I had today that I fixed by manually powering off\on the modem.

 

I have a new router on the way.  Yes probably overkill and yes maybe I should of done the mesh thing with an Orbi, but after hours of reading I opted for a ASUS ROG AC5300.  I hopefully will be able to remove my two WAPs (routers).  I also order new unmanaged switches (opted to get GS308's).  The modem (CM700) is less than a year old, so hanging on to it and Netgear (at this point) says it is working fine.

 

The next step the tech said was to maybe put a temp line in.  There is a "chance" the last cable they ran could be bad and cause intermittent signal issues.

 

I also found out you can request the a specific tech and there is a 30 day guarantee on their visit if the issue resurfaces.  Wow Comcast, a step in the right direction for customer service!

 

Well let's see what happens....

 

<tabindex=-1>Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 657000000 Hz Locked
Connectivity State Ok Operational
Boot State Ok Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 1 495000000 Hz 2.0 dBmV 40.3 dB 7 0
2 Locked QAM 256 2 501000000 Hz 2.2 dBmV 40.3 dB 0 0
3 Locked QAM 256 3 507000000 Hz 2.2 dBmV 40.3 dB 0 0
4 Locked QAM 256 4 513000000 Hz 1.9 dBmV 40.9 dB 0 0
5 Locked QAM 256 5 519000000 Hz 1.7 dBmV 40.3 dB 0 0
6 Locked QAM 256 6 525000000 Hz 1.7 dBmV 40.3 dB 0 0
7 Locked QAM 256 7 531000000 Hz 1.7 dBmV 40.3 dB 0 0
8 Locked QAM 256 8 537000000 Hz 1.7 dBmV 40.9 dB 0 0
9 Locked QAM 256 9 543000000 Hz 1.5 dBmV 40.3 dB 0 0
10 Locked QAM 256 10 549000000 Hz 1.5 dBmV 40.9 dB 0 0
11 Locked QAM 256 11 555000000 Hz 1.5 dBmV 40.3 dB 0 0
12 Locked QAM 256 12 561000000 Hz 1.5 dBmV 40.3 dB 0 1
13 Locked QAM 256 13 567000000 Hz 1.5 dBmV 40.3 dB 0 0
14 Locked QAM 256 14 573000000 Hz 1.2 dBmV 40.3 dB 0 0
15 Locked QAM 256 15 579000000 Hz 1.2 dBmV 40.3 dB 0 0
16 Locked QAM 256 16 585000000 Hz 1.2 dBmV 40.3 dB 0 0
17 Locked QAM 256 17 591000000 Hz 1.2 dBmV 38.9 dB 0 0
18 Locked QAM 256 18 597000000 Hz 1.2 dBmV 40.3 dB 0 0
19 Locked QAM 256 19 603000000 Hz 1.2 dBmV 40.3 dB 0 0
20 Locked QAM 256 20 609000000 Hz 1.4 dBmV 40.3 dB 0 0
21 Locked QAM 256 21 615000000 Hz 1.4 dBmV 40.3 dB 0 0
22 Locked QAM 256 22 621000000 Hz 1.2 dBmV 38.9 dB 0 0
23 Locked QAM 256 23 627000000 Hz 1.2 dBmV 38.6 dB 0 0
24 Locked QAM 256 24 633000000 Hz 1.2 dBmV 39.5 dB 0 0
25 Locked QAM 256 25 639000000 Hz 1.2 dBmV 39.5 dB 0 0
26 Locked QAM 256 26 645000000 Hz 1.2 dBmV 39.5 dB 0 0
27 Locked QAM 256 27 651000000 Hz 1.0 dBmV 39.5 dB 0 0
28 Locked QAM 256 28 657000000 Hz 0.7 dBmV 38.6 dB 0 0
29 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
30 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
31 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
32 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 5120 Ksym/sec 23000000 Hz 39.5 dBmV
2 Locked ATDMA 5 5120 Ksym/sec 29400000 Hz 40.8 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 35800000 Hz 41.0 dBmV
4 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

Current System Time: Sun Feb 11 19:46:08 2018
Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Hmm.  Just ran across this:
http://www.dslreports.com/tools/puma6

"his tool checks for performance issues by issuing many small TCP requests. Excessive variation in response time is best detected when your connection is completely idle."

57ms : x
58ms : xxxxxxx
59ms : xxxxxxxxxx
60ms : xxxxx
61ms : xxxxxxxx
62ms : xxxxxx
63ms : xxxxxxxxxxxxxxxxxxxxxx
64ms : xxxxxxxxxxxx
65ms : xxxxxxx
66ms : xxx
67ms : xxxx
68ms : xx
69ms : x
70ms : xxxxx
71ms : xxxx
72ms : x
74ms : xx
75ms : x
76ms : x
77ms : x
78ms : x
79ms : xx
81ms : xxx
83ms : xxx
86ms : x
90ms : x
92ms : x
95ms : x
96ms : x
98ms : x
99ms : xxxx
100 - 149ms :xxxxxxxxxxxxxxxxxxx

Finished. Excess red is a concern if most measurements are 50ms or less.
This doesn't look too good.

 

 http://www.dslreports.com/forum/r31611166-Lawsuit-Targeting-Netgear-CM700-Modem-is-Dismissed

 

 

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

COnnection was slow this AM.  Modem signals look fine. Xfinity test perfect as usual.


Tracing route to mayo.edu [129.176.217.101] over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  10.19.70.1
  2    42 ms    45 ms    49 ms  96.120.21.1
  3    53 ms    36 ms    40 ms  68.85.95.17
  4    10 ms     9 ms    10 ms  ae-53-ar02.southside.fl.jacksvil.comcast.net [68.87.164.109]
  5    17 ms    18 ms    26 ms  be-33489-cr02.miami.fl.ibone.comcast.net [68.86.95.45]
  6    17 ms    25 ms    16 ms  be-12274-pe01.nota.fl.ibone.comcast.net [68.86.82.154]
  7    18 ms    16 ms    16 ms  nap-edge-04.inet.qwest.net [65.122.166.77]
  8     *        *        *     Request timed out..

....

 30     *        *        *     Request timed out.
Trace complete.

 

 

Tracing route to xfinity.com [96.114.14.140]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  10.19.70.1
  2    10 ms    10 ms     9 ms  96.120.21.1
  3    45 ms    46 ms    44 ms  68.85.95.17
  4    27 ms    41 ms    19 ms  ae-53-ar02.southside.fl.jacksvil.comcast.net [68.87.164.109]
  5    20 ms    36 ms    38 ms  be-33489-cr02.miami.fl.ibone.comcast.net [68.86.95.45]
  6    46 ms    50 ms    78 ms  be-12224-cr02.dallas.tx.ibone.comcast.net [68.86.86.142]
  7    63 ms    72 ms    90 ms  be-11724-cr02.denver.co.ibone.comcast.net [68.86.84.229]
  8    69 ms    80 ms    70 ms  ae-0-0-ar03-d.potomac.co.ndcwest.comcast.net [68.86.90.70]
  9    72 ms    72 ms    64 ms  te-0-3-0-16-ur05-d.potomac.co.ndcwest.comcast.net [162.151.57.122]
 10     *        *        *     Request timed out.

....

 16     *        *        *     Request timed out.
 17     *        *     te-0-3-0-16-ur05-d.potomac.co.ndcwest.comcast.net [162.151.57.122]  reports: Destination net unreachable.
Trace complete.

 

 

http://internethealthtest.org/?start=true

Average DWN Speed 13.02 Mbps

Cogent  0.47 Mbps Dwn 8.13 Mbps Up
Tata   63.25 Mbps Dwn 8.16 Mbps Up
Zayo    0.44 Mbps Dwn 8.15 Mbps Up
GTT     0.41 Mbps Dwn 8.15 Mbps Up
Level 3 0.50 Mbps Dwn 8.17 Mbps Up

 

 

Official Employee

Re: modem is not getting the correct signal from the COMCAST server

Hello @kahnfewzd

 

I've replied to the other thread you have opened regarding your internet issues. I've reviewed your signals on my end and everything is within spec. I was not able to see any issues on my end. 

 

 

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

THings seem better-ish since I replaced my network switches and the router.  I am still evaluating..  This new router keeps some crazy info in its logs.

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Today has been bad.  Modem looks fine and speedtests look fine.  Though I did ahve issues getting to the xfinity speed test.  I have been too busy with work to dig into things.  Streaming and connection to work is bad.  VOIP seems to work fine.

 

 

Capture.JPG

 

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Speed test vary across the many testing sites out there. Good and Bad results.  Still could not get to the Xfinity speed test site.  Accessing cloud drives are slow.  I just do not get what is going on.  So I replaced all hardware except my modem (less than a year old).  So something is up.  Video stream are blurry do to speed as they select the best quality to stream uninterrupted.  Or streaming buffers\fails.  Work connection was bad yesterday.  Just not sure what to do.  The tech said I had 30 days to call back.  His suggestion was to put a new line to the house in by putting a temp above ground one in to eliminate that as a possible source.  Tech coming out on Sunday.  THigns seemed good for most of today, but now getting lag, buffering, unplayable video.

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Now my Tor Broswer can't connect from any of my devices.  Stuck at "Establishing a Tor circuit".

After a few attempts it connected.  It is WAAAAAAAAAAAAYYYYYY slower than normal.

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Tech came out today.  I told him at this point I do not care how much things cost and what I need to do, I just need this crazy fixed Smiley Happy

 

Modem logs on CM700 did have a few T3's (one per day) on a few days.  None today.  Streaming was pretty much dead today.  For some reason Netflix and FB videos are the most impacted.

 

At least today when I hooked up a laptop directly to modem we saw that streaming was bad though speed tests looked good.  Tracerts were bad as well.  Line signals looked good, modem signals looked good.  Since things were bad he was leaning towards modem and\or line being the issue.

 

The tech did talk abut my 24 port main switch and my other few 8 port switches I have.  Not all ports are used\active on all of my switches BTW.  Whenever I hear this I get in defensive mode.  With IoT, gaming consoles, smart devices, etc...  I think I am on the low end of connected devices Smiley Wink  Eventhough it is true the amount of possible connected devices I have on my home network has tripled in the past 2 years...

 

So he put in a temp new line between the house an the street because he saw an unusual signal increase (I forget what he was talking about sadly - sorry).  He put in a Comcast modem\router: TG1682G.  So right now I am using the new modem and my new switches.  Things seem better so far.  FB video still lag\drop, but behave better than they did.  Netfilx on WIndows 10 via app are still laggy.  I will do a few more tests and reply instead of editing this post.

 

So my CM700 and new Asus ROG Rapture GT-AC5300 are not in the mix currently.  I am not sure what I want to do right now.  Should I hold on to my router or return it?    I guess it could be the PUMA fiasco with the CM700, though I did do the PUMA test and it seem fine at the time I tested.  Who knows.  WOnder what I can do with it now.  Another Netgear paper weight Smiley Sad

 

So I may end up paying the $11\mo modem rental to prevent any question of if it is my BYOM.  Sigh.

 

We will see how things go.

 

Now they have to come and bury the line.

 

 

 

 

 

 

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Connectis is better, but still get some video buffering issues.  Now each devices behaves differently.  Where before when things were good all were good.  Now same apps on the different devices (tablet, PC, Roku, Shield) do not ahve the same quality.  Using 4K tests with Netlfix, Amazon, Pluto, and Vudu.  4K looks good on some, but not all.  There is some stutter where before when tthings weere good there was not.  Xfinity App on the Roku's no longer drops, but the video quality changes while in play.  Yes I know it is still in Beta (for quie a looooong time), but it worked great before.

 

So something is still up.  I am losing my mind.  Work seems VPN okay, though sometimes it will pause or not be as responsive.  
There is a chance that I am hypersensitive to any deficiency, but at the speeds I have there should be no issue.  Thinking of going Giga just to see if that somehow helps.  The Tech said he has Giga, but sometimes gets video streamiing issues. So maybe this is somethign we universally suffer?

 

Nothing in the gateway modem\router logs.  I did not the Firewall entries have the incorrect times.  Way off when compared to System and Event logs.

 

Signals look good.  Posting here in case I overlooked something.

 

MODEM INFO:

Model: TG1682G
Vendor: ARRIS Group, Inc.
Hardware Revision: 11.0
eMTA & DOCSIS Software Version: 10.1.11.SIP.PC20.CT
Software Image Name: TG1682_2.8p15s1_PROD_sey
Advanced Services: TG1682G
Packet Cable: 2.0
BOOT Version: 4.2.0.45
Core Version: 10.1.11
Product Type: XB3
Flash Part: 256 MB
Download Version: 10.1.11.SIP.PC20.CT
 
 

DOWN

Index Lock Status Frequency SNR Power Level Modulation
1 Locked 657.00 MHz 38.98 dB 0.30 dBmV 256 QAM
2 Locked 495.00 MHz 40.37 dB 2.20 dBmV 256 QAM
3 Locked 501.00 MHz 40.95 dB 2.00 dBmV 256 QAM
4 Locked 507.00 MHz 40.37 dB 2.00 dBmV 256 QAM
5 Locked 513.00 MHz 40.37 dB 2.00 dBmV 256 QAM
6 Locked 519.00 MHz 40.37 dB 1.80 dBmV 256 QAM
7 Locked 525.00 MHz 40.37 dB 1.60 dBmV 256 QAM
8 Locked 531.00 MHz 40.95 dB 1.50 dBmV 256 QAM
9 Locked 537.00 MHz 40.95 dB 1.70 dBmV 256 QAM
10 Locked 543.00 MHz 40.37 dB 1.60 dBmV 256 QAM
11 Locked 549.00 MHz 40.95 dB 1.50 dBmV 256 QAM
12 Locked 555.00 MHz 40.37 dB 1.60 dBmV 256 QAM
13 Locked 561.00 MHz 40.37 dB 1.50 dBmV 256 QAM
14 Locked 567.00 MHz 40.37 dB 1.40 dBmV 256 QAM
15 Locked 573.00 MHz 40.37 dB 1.20 dBmV 256 QAM
16 Locked 585.00 MHz 40.37 dB 1.20 dBmV 256 QAM
17 Locked 609.00 MHz 40.37 dB 1.20 dBmV 256 QAM
18 Locked 615.00 MHz 40.37 dB 1.20 dBmV 256 QAM
19 Locked 621.00 MHz 40.37 dB 1.00 dBmV 256 QAM
20 Locked 627.00 MHz 38.98 dB 1.00 dBmV 256 QAM
21 Locked 633.00 MHz 40.37 dB 0.90 dBmV 256 QAM
22 Locked 639.00 MHz 38.98 dB 0.70 dBmV 256 QAM
23 Locked 645.00 MHz 40.37 dB 0.70 dBmV 256 QAM
24 Locked 651.00 MHz 38.98 dB 0.70 dBmV 256 QAM
25 Not Locked        
26 Not Locked        
27 Not Locked        
28 Not Locked        
29 Not Locked        
30 Not Locked        
31 Not Locked        
32 Not Locked        

 

UP

Index

1

2

3

4

5

6

7

8

Lock Status

Locked

Locked

Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

Frequency

35.80 MHz

29.40 MHz

23.00 MHz

         
Symbol Rate

5120 KSym/s

5120 KSym/s

5120 KSym/s

         
Power Level

40.25 dBmV

39.50 dBmV

38.25 dBmV

         
Modulation

64 QAM

64 QAM

64 QAM

         
Channel Type

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

         

ERRORWORDS

Unerrored Codewords Correctable Codewords Uncorrectable Codewords

2694251916

0

0

2691357568

5

0

2691361866

0

0

2691355665

0

0

2691357368

16

0

2691364002

8

0

2691370603

15

0

2691363561

11

0

2691372501

23

0

2691373617

0

0

2691356139

0

0

2691375431

0

0

2691371142

11

0

2691381803

12

0

2691377479

14

0

2691383154

0

0

2691378972

0

0

2691386135

0

0

2691381956

0

0

2691387840

0

0

2691390209

0

0

2691389669

0

0

2691392179

0

0

2691394522

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

 

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Well it seems at this point and time the culprit was one of or a combination of two things: my CM700 (PUMA chip modem) and\or the Line from the street to my house.  So it looks like my BYOM days are over.

 

Comcast speed test (as before) are good.  The other test available on the web are now more consistent. Interestingly the PUMA test stil gets some red in response time testing.  I do not think this modem\router has the problematic chipset.

 

The site "http://internethealthtest.org/" was getting down results under 4Mbps and is now getting 25Mbps -45Mbps.  It never finds a server to a city close to me though.  It picks Dallas TX which is about 1000 miles away.  So results are okay.

 

I returned the ROG GT-AC5300.  I really liked some of the built in logging it had (It was amazing).. Oh well.

 

I do not think I will be attempting to use the CM700.  Interestingly the CM500 showed up in my compatible list again!.  And the CM700 is no longer on the supported list!!!  Wow.  Hmm Should i plop the CM500 back in and test (300 Mbps and under)?  I was having issues at the time and when I checked device list it was not there and so I got the CM700 and things were better for awhile.  All this modem hopping makes me think I either have the worst luck ever with hardware or there is something wrong with my connection from Comcast (lines and\or whatever). 

 

My only future proofish option is a $400 DOCSIS 3.1 Netgear C7800 (no phone which is fine for me). Interestingly this is the only modem that shows up for 1000Mbps.  Ummm, no Xfinity modems?! Crazy.

 

Wonder why only a select modems show up in my search list via mydeviceinfo.xfinity.com though you see there are many "Certified Xfinity\Comcast" modems where you search retail sites.  Still perplexes me that each area\region has special configurations that rules out specific modems.

 

Looks like I can plug my R7000 back in the mix for maximum home coverage Smiley Wink  Maybe I will try it after a month.  I may try using it again and bridge the ARRIS TG1682G.  Who knows.  I guess my and my family's sanity is worth the $11 a month Smiley Wink

 

Good luck BYOM'ers.

 

 

 

 

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Things have been better.   I have not tried going back to the CM700 (could be a potential chipset issue and it vanishing off my list of supported modems in my area).  The CM500 is still there, but have not plopped it in.  Did not add my R7000 back in as my router so using Comcast modem\router as my main access point.  I still have my two other WAPs.  All of my new switches seem to be working fine (my old ones were probably fine, but waned to eliminate things).  I added a Google Mini to my many devices and another VOIP I am trying out.  Still have issue with videos, via PC, via Roku, via Shield, via Facebook.  I am trying some VPN clients and found with VPN on, my Facebook videos work better.  ANd the VPN clients cut my speed dwon to nearly half.  So slower speed, but better playback.  So someone explain that to me.  

I have been busy with work and family so have not really evaluated things since generally we are working better.  The log on the Comcast modem\router is sparse.  I contacted the Arris guru here about the firewall and he knows nothing about it Smiley Sad  If I get time I will try to do some more thorough testing and evaluation.  

 

Cheers. 

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Today was BAD and is still bad.  Connection are so sluggish.  Though as per norm speed test on xfinity says we are totally without a doubt golden....  bleh.   The xfinity speed test did throttle up slower than normal and reached a lower max.  All other speed test sites give me bad results.  Like a DNS thing it seems.  Not sure.

 

Have a tech coming out tomorrow.  As I type this speed test on the web are better and my work speed test is better.  What in the world!

 

The two chat support agents did say they were seeing RED signals.  Chat snippet from one:

As I have run the diagnosis and found out that the status of the connection is RED.

Hina 12:26:38 PM

It means that the modem is not receiving the proper signal.

Hina 12:26:43 PM

 

The comcast has nothing in the logs.  How nice Smiley Sad

 

Downstream

Channel Bonding Value
Index 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Lock Status Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked
Frequency 657.00 MHz 495.00 MHz 501.00 MHz 507.00 MHz 513.00 MHz 519.00 MHz 525.00 MHz 531.00 MHz 537.00 MHz 543.00 MHz 549.00 MHz 555.00 MHz 561.00 MHz 567.00 MHz 573.00 MHz 579.00 MHz
SNR 38.98 dB 40.37 dB 40.37 dB 40.37 dB 40.37 dB 40.37 dB 40.37 dB 40.95 dB 40.95 dB 40.95 dB 40.37 dB 40.37 dB 40.37 dB 40.37 dB 40.37 dB 40.37 dB
Power Level -1.00 dBmV 1.30 dBmV 1.20 dBmV 1.00 dBmV 0.80 dBmV 0.70 dBmV 0.60 dBmV 0.60 dBmV 0.60 dBmV 0.50 dBmV 0.50 dBmV 0.60 dBmV 0.50 dBmV 0.30 dBmV 0.30 dBmV 0.10 dBmV
Modulation 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM
Index 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32
Lock Status Locked Locked Locked Locked Locked Locked Locked Locked Not Locked Not Locked Not Locked Not Locked Not Locked Not Locked Not Locked Not Locked
Frequency 585.00 MHz 591.00 MHz 621.00 MHz 627.00 MHz 633.00 MHz 639.00 MHz 645.00 MHz 651.00 MHz                
SNR 40.37 dB 38.98 dB 40.37 dB 38.98 dB 38.98 dB 38.61 dB 38.98 dB 38.61 dB                
Power Level 0.10 dBmV 0.00 dBmV -0.10 dBmV -0.10 dBmV -0.20 dBmV -0.50 dBmV -0.40 dBmV -0.60 dBmV                
Modulation 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM                

 

Upstream

Channel Bonding Value
Index

1

2

3

4

5

6

7

8

 
Lock Status

Locked

Locked

Locked

Not Locked

Not Locked

Not Locked

Not Locked

Not Locked

 
Frequency

35.80 MHz

29.40 MHz

23.00 MHz

           
Symbol Rate

5120 KSym/s

5120 KSym/s

5120 KSym/s

           
Power Level

40.75 dBmV

40.00 dBmV

38.50 dBmV

           
Modulation

64 QAM

64 QAM

64 QAM

           
Channel Type

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

DOCSIS2.0 (ATDMA)

           

 

Unerrored Codewords Correctable Codewords Uncorrectable Codewords

40529964

0

0

38009226

14

0

38011049

0

0

38012274

0

0

38009320

0

0

38014217

0

0

37999528

0

0

38015675

0

0

38027908

0

0

38030311

0

0

38028112

0

0

38016091

0

0

38006527

0

0

38032307

0

0

38033835

0

0

38012320

0

0

38036580

0

0

38038251

0

0

38036211

0

0

38040072

0

0

38045591

0

0

38049303

0

0

38055797

0

0

38058151

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

 

 

 

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Still have trouble streaming: FB video on any device, Netflix on Roku, Nvidia shield, Android tablets\phones, and PC; Xfinity App on Roku; Vudu on Roku, Shield, Android tablets\phones,and PC; You Tube stream on any device.  Embedded videos on web pages on any device.  WOrk VPN seems okay though.  I am wondering if the bottle neck is somehwere on the various non-comcast owned hubs\lines.  I did find if I use my VPN on my PC that videos stream better, but still run into same issues, but less often.  I am going to ry and switch to the Cloudflare DNS servers or some other notable ones.

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Contacted support and here is the current repsonse\steps: This may not be something that a tech can physically fix on site, which means we may really have to have our higher fix agency look into this from the back end system, run diagnostics and analytics in advanced platforms to resolve the issue remotely and eliminate its possible causes. ....  To recap, we have done troubleshooting steps to isolate your issue and escalated it to our higher department for further investigative analytics and diagnosis. We will be looking into the problem and make sure that this will be corrected. We will be contacting you within 12 to 72 hours.

Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Ok so a higher tier tech called and found no issues and said they only thing they can do is send another tech out.  I sent an email to the area supervisor, sent a text, and left a voice mail.  No response in and it has been 2 weeks.  Never had an issue getting a call back from this area super before so not sure what is up.  I ahve been testing VPNs.  I did find on my computer that video playback improved when I had VPN active.  Speed was cut near in half.  SO that means it is not a speed issue.  So I switch my DNS to cloudflare and have had ZERO video playback issues on my PC so far.  Have only been testing for a few hours.  The VPN service has its own DNS servers and now I am using Cloudflare.  SO something is up with the DNS servers Comcast assigns to me.  I find it hard to beleive I am the only one if this is the case, but this is what I found so far.  Crazy.  Right now the Comcast modem\router has DNS config locked.  Supposedly I can call to et it unlocked (https://support.opendns.com/hc/en-us/articles/228008387)  So I amy now try going back to my own modem and router if this testing continues to sustain better playback.  I will reply with my findings.

Tags (1)
Regular Contributor

Re: modem is not getting the correct signal from the COMCAST server

Still been using just the comcast modem\router. Been having a few days of bad connections (despite speed test saying you look fantastic). I am just in the living with it. As when I have issues nothing is ever found. I call and sometimes I get credit and sometimes I don't. Was given local area support to call. Left VM and texted and emailed and no return calls, texts, emails.. A couple weeks back neighbors reported issues so I called. Got credit, but nothing was found once again. At least neighbors chimed in this time. I am home almost all day and work from home so I do notice when the connection is not good.. Guess this is the new life. Still want to use m own modem and router. Maybe one day. I will close this out.