5hl's profile

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37 Messages

Tuesday, June 25th, 2024 2:18 AM

Stability and packet loss issues after neighborhood upgrade and technician vist

Recently, Xfinity performed an upgrade to the infrastructure in my neighborhood which caused an outage of almost 48 hours to TV, Phone and Internet services for my home only.  Support says there were no issues in my neighborhood and that it was my equipment only then ran through the standard power-cycle, loose coax cable, and generic troubleshooting steps.  After several back and forth calls, the option of sending a technician was presented, so I agreed even though they told me it was likely an in-home problem which would incur a technician visit fee.  I chose the next available appointment which the technician never showed up for but support said that I was not home to answer the door so the technician didn't wait.  I was at home all day and have security camera footage to back it up.  A second technician was scheduled and this one showed up but he kept insisting that it was my wifi that was not working and that a modem reset would fix the problem.  I specifically purchased a Netgear CM2050V, which is a modem only device; no router, no switch and no wifi as I have my own equipment to manage routing, switching and wifi.  He factory reset the modem then proceeded with re-activation, changed the ground to the coax splitter in the CATV box, the MoCA filter, re-terminated some connections and whatever else was done that was not mentioned to me at the MPoE to my house, then concluded that it was fixed.  

Currently, Xfinity internet is working, although I have issues with varying single digit packet loss, speed tests that vary between 42 mbps and 870 mbps (down) on 1.2 Gbps service via ethernet to Port 1 on the modem or ethernet to my router and switch.  Prior the neighborhood upgrade, I was stable at about 987 Mbps as expected on a 1Gbps network interface.

Can someone review my logs to see if there are any obvious issues?

Thanks

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 435000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 4 435000000 Hz -0.1 dBmV 45.4 dB 0 0
2 Locked QAM256 1 417000000 Hz -0.1 dBmV 45.4 dB 0 0
3 Locked QAM256 2 423000000 Hz -0.2 dBmV 45.3 dB 0 0
4 Locked QAM256 3 429000000 Hz -0.2 dBmV 45.3 dB 0 0
5 Locked QAM256 5 441000000 Hz -0.2 dBmV 45.4 dB 0 0
6 Locked QAM256 6 453000000 Hz 0.1 dBmV 45.4 dB 0 0
7 Locked QAM256 7 459000000 Hz 0.2 dBmV 45.4 dB 0 0
8 Locked QAM256 8 465000000 Hz 0.2 dBmV 45.4 dB 0 0
9 Locked QAM256 9 471000000 Hz 0.2 dBmV 45.4 dB 0 0
10 Locked QAM256 10 477000000 Hz 0.3 dBmV 45.4 dB 0 0
11 Locked QAM256 11 483000000 Hz 0.4 dBmV 45.4 dB 0 0
12 Locked QAM256 12 489000000 Hz 0.3 dBmV 45.3 dB 0 0
13 Locked QAM256 13 495000000 Hz 0.3 dBmV 45.1 dB 0 0
14 Locked QAM256 14 507000000 Hz 0.3 dBmV 45.4 dB 0 0
15 Locked QAM256 15 513000000 Hz 0.2 dBmV 45.3 dB 0 0
16 Locked QAM256 16 519000000 Hz 0.2 dBmV 45.3 dB 0 0
17 Locked QAM256 17 525000000 Hz 0.2 dBmV 45.3 dB 0 0
18 Locked QAM256 18 531000000 Hz 0.0 dBmV 45.2 dB 0 0
19 Locked QAM256 19 543000000 Hz -0.1 dBmV 45.0 dB 0 0
20 Locked QAM256 20 549000000 Hz -0.2 dBmV 44.8 dB 0 0
21 Locked QAM256 21 555000000 Hz -0.2 dBmV 44.7 dB 0 0
22 Locked QAM256 22 561000000 Hz 0.0 dBmV 44.8 dB 0 0
23 Locked QAM256 23 567000000 Hz 0.1 dBmV 44.9 dB 0 0
24 Locked QAM256 24 573000000 Hz 0.2 dBmV 44.9 dB 0 0
25 Locked QAM256 25 579000000 Hz 0.3 dBmV 44.8 dB 0 0
26 Locked QAM256 26 585000000 Hz 0.4 dBmV 44.9 dB 0 0
27 Locked QAM256 27 591000000 Hz 0.4 dBmV 44.9 dB 0 0
28 Locked QAM256 28 597000000 Hz 0.4 dBmV 44.8 dB 0 0
29 Locked QAM256 29 603000000 Hz 0.5 dBmV 44.8 dB 0 0
30 Locked QAM256 30 609000000 Hz 0.6 dBmV 44.8 dB 0 0
31 Locked QAM256 31 615000000 Hz 0.5 dBmV 44.7 dB 0 0
32 Locked QAM256 32 621000000 Hz 0.5 dBmV 44.7 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 16400000 Hz 47.5 dBmV
2 Locked ATDMA 2 5120 22800000 Hz 48.3 dBmV
3 Locked ATDMA 3 5120 29200000 Hz 48.5 dBmV
4 Locked ATDMA 4 5120 35600000 Hz 48.8 dBmV
5 Locked ATDMA 5 2560 40400000 Hz 49.0 dBmV
6 Locked ATDMA 6 2560 10400000 Hz 47.5 dBmV
7 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock Status Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier
Number Range
Unerrored
Codewords
Correctable
Codewords
Uncorrectable
Codewords
1 Locked 0 ,1 ,2 ,3 193 850000000 Hz 0.3 dBmV 43.4 dB 1108 ~ 2987 7940596 2060202 0
2 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 0
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV

Time Priority Description
Mon Jun 24 17:40:25 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Mon Jun 24 17:39:52 2024 (Notice (6)) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Mon Jun 24 17:39:46 2024 (Notice (6)) TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established (Notice (6)) Honoring MDD; IP provisioning mode = IPv6
Time Not Established (Critical (3)) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 21 03:02:55 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 21 03:02:13 2024 (Notice (6)) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 21 03:02:08 2024 (Notice (6)) TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established (Notice (6)) Honoring MDD; IP provisioning mode = IPv6
Time Not Established (Critical (3)) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 14 03:02:36 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 14 03:02:15 2024 (Notice (6)) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 14 03:02:10 2024 (Notice (6)) TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established (Notice (6)) Honoring MDD; IP provisioning mode = IPv6
Time Not Established (Critical (3)) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 22:45:13 2024 (Warning (5)) Dynamic Range Window violation
Tue Jun 11 22:45:13 2024 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 22:30:45 2024 (Warning (5)) Dynamic Range Window violation
Tue Jun 11 22:30:45 2024 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 19:26:29 2024 (Warning (5)) Dynamic Range Window violation
Tue Jun 11 19:26:29 2024 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 19:26:15 2024 (Critical (3)) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 19:10:44 2024 (Warning (5)) Dynamic Range Window violation
Tue Jun 11 19:10:44 2024 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 18:00:53 2024 (Warning (5)) Dynamic Range Window violation
Tue Jun 11 18:00:53 2024 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 16:47:45 2024 (Warning (5)) Dynamic Range Window violation
Tue Jun 11 16:47:45 2024 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 12:37:47 2024 (Critical (3)) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 12:19:45 2024 (Warning (5)) Dynamic Range Window violation
Tue Jun 11 12:19:45 2024 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 12:19:41 2024 (Warning (5)) Dynamic Range Window violation
Tue Jun 11 12:19:41 2024 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 12:12:27 2024 (Warning (5)) Dynamic Range Window violation
Tue Jun 11 12:12:27 2024 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 12:09:24 2024 (Warning (5)) Dynamic Range Window violation
Tue Jun 11 12:09:24 2024 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 10:31:48 2024 (Warning (5)) Dynamic Range Window violation
Tue Jun 11 10:31:48 2024 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 11 10:21:00 2024 (Warning (5)) Dynamic Range Window violation

Official Employee

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1.4K Messages

29 days ago

Greetings, @5hl! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your connection, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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