2 Messages
CM2000 Internet Dropping / Slow Connectivity / Intermittent Connectivity
My question appears to be similar to: https://forums.xfinity.com/conversations/your-home-network/cm2000-internet-dropping-or-impossibly-slow/64ac6596d92de332576d468e
I'll keep this post updated if I do happen upon a resolution to this.
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Original setup - Motorla 1G Modem, eero 6E router and 2 satellites
The dropping in my home has been a consistent issue in my home for the past 6 months. Oddly, it was around 4-9pm every evening. (Occasional issues during the day - maybe 1-2).
At the start I replaced my modem to a CM2000. (Previously had an older Motorla that only supported up to 1G. Given the speed (now 1.2G), I wondered if it was the modem. Issue continued to occur. Kept the CM2000 to future proof as the Motorla was older.
I then replaced my eero 6E router & satellites. Issue continued to happen.
I removed all my own devices, picked up am Xfinity gateway and plugged directly from the incoming cable. (This was done by a technician.) Issue keeps happening.
Returned the Xfinity Gateway as it didn't resolve my issue. (Almost seemed worse.) I went back to the CM2000 and my eeros.
I also worked with the supervisor of the lines in my area - Phil A if I remember correctly. He and his team did whatever they could as well with the lines and such. (This part is beyond my understanding of networks.) Issue still continued to happen.
The dropping randomly stopped for maybe 3 weeks and now has returned. However, the dropping primarily happens in the morning from about 7-11 or so with other drops maybe 1-3x a day otherwise.
These drops seem to be brief (no more than 1-5 mins) and will typically go back online. Occasionally I have to restart my modem to stop the "drop" at that time. On the CM2000 I have noticed that the down arrow blinks pretty frequently. A quick google search on the topic, noted that it may have something to do with the downstream power levels. I wanted to check these and any error messages the modem had listed. (Admittedly some of this makes little sense to me.)
This was the status I found in my modem. (It has not changed in the past 6 hours.)
Note - the technician replaced all my coax cables and fittings. There are no splitters whatsoever. My internal/home coax cables were eliminated in one of the earlier troubleshooting steps.
Cable Diagnostic
Status: Poor
Action:
[Partial Service]
If the Partial Service mode does not go away within a few hours (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required ones.
4) Contact your service provider for troubleshooting help.
CM Status: Good
Downstream Status: Poor
Partial Service: Poor
Cable modem is in partial service mode. Your service provider might be under maintenance. Most of the time it won't affect your traffic and will automatically clear when work is complete.
Downstream Power Level: Good
Downstream SNR Level: Good
Upstream Status: Good
Upstream Power Level: Good
Current Time: Thu Sep 21 11:13:38 2023
Startup Procedure
Acquire Downstream Channel: 579000000 Hz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+
IP Provisioning Mode: Honor MDD IPv6 only
Downstream Bonded Channels (Partial Service)
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 25 579000000 Hz 6.3 41.1 0 0
2 Locked QAM256 1 435000000 Hz 5.3 42.4 0 0
3 Locked QAM256 2 441000000 Hz 3.7 41.9 0 0
4 Locked QAM256 3 447000000 Hz 6.5 42.8 0 0
5 Locked QAM256 4 453000000 Hz 4.4 42 0 0
6 Locked QAM256 5 459000000 Hz 5 42.1 0 0
7 Locked QAM256 6 465000000 Hz 5.5 42.2 0 0
8 Locked QAM256 7 471000000 Hz 5.2 42.1 0 0
9 Locked QAM256 8 477000000 Hz 5.3 42.1 0 0
10 Locked QAM256 9 483000000 Hz 6.7 42.4 0 0
11 Locked QAM256 10 489000000 Hz 6.5 42.2 0 0
12 Locked QAM256 11 495000000 Hz 5.5 42 0 0
13 Locked QAM256 12 501000000 Hz 6.6 42.2 0 0
14 Locked QAM256 13 507000000 Hz 5.5 41.8 0 0
15 Locked QAM256 14 513000000 Hz 5.8 41.7 0 0
16 Locked QAM256 15 519000000 Hz 5.7 41.7 0 0
17 Locked QAM256 16 525000000 Hz 6.3 41.8 0 0
18 Locked QAM256 17 531000000 Hz 6.4 41.7 0 0
19 Locked QAM256 18 537000000 Hz 7 41.9 0 0
20 Locked QAM256 19 543000000 Hz 5.7 41.5 0 0
21 Locked QAM256 20 549000000 Hz 5.9 41.1 0 0
22 Locked QAM256 21 555000000 Hz 6.6 41.6 0 0
23 Locked QAM256 22 561000000 Hz 5.3 41.2 0 0
24 Locked QAM256 23 567000000 Hz 6.9 41.5 0 0
25 Locked QAM256 24 573000000 Hz 6.3 41.3 0 0
26 Locked QAM256 26 585000000 Hz 7.2 41.4 0 0
27 Locked QAM256 27 591000000 Hz 6.2 41.1 0 0
28 Locked QAM256 28 597000000 Hz 6.6 41.2 0 0
29 Locked QAM256 29 603000000 Hz 5.7 40.9 0 0
30 Locked QAM256 30 609000000 Hz 6.9 41.1 0 0
31 Locked QAM256 31 615000000 Hz 6.9 40.9 0 0
32 Locked QAM256 32 621000000 Hz 6.6 40.8 0 0
Upstream Bonded Channels
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 16400000 Hz 42.3 dBmV
2 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 43.3 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 29200000 Hz 44.3 dBmV
4 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 44.3 dBmV
5 Locked ATDMA 6 2560 Ksym/sec 40400000 Hz 43.8 dBmV
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0
Downstream OFDM Channels
Channel LockedStatus ProfileID ChannelID Frequency Power SNR/MER ActiveSubcarrier Unerror Correctable Uncorrectable
1 Locked 0 ,1 ,2 ,3 159 702000000 Hz 6.48 dBmV 40.1 dB 1126 ~ 2969 481773428 78248652 115467
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
Upstream OFDMA Channels
Channel LockedStatus ProfileID ChannelID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
Event Log
Time Priority Description
Thu Sep 21 09:14:32 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 159; DSID: N/A;
Thu Sep 21 09:14:29 2023 Warning (5) MDD message timeout;
Thu Sep 21 09:09:47 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID:
Thu Sep 21 09:09:31 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID:
Thu Sep 21 09:09:28 2023 Warning (5) MDD message timeout;CM
Thu Sep 21 09:07:22 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA
Thu Sep 21 09:07:01 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID:
Thu Sep 21 09:07:00 2023 Warning (5) MDD message timeout;CM-
Thu Sep 21 09:05:04 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID:
Thu Sep 21 09:04:48 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N
Thu Sep 21 09:04:48 2023 Warning (5) MDD message timeout;
Thu Sep 21 09:00:45 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID:
Thu Sep 21 09:00:26 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID:
Thu Sep 21 09:00:24 2023 Warning (5) MDD message timeout;CM-MAC=;
Thu Sep 21 09:00:16 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID:
Thu Sep 21 09:00:09 2023 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=
Thu Sep 21 09:00:08 2023 Warning (5) MDD message timeout;CM-MAC=
Thu Sep 21 08:59:53 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC
Thu Sep 21 08:59:48 2023 Warning (5) MDD message timeout;CM-MAC=
Thu Sep 21 08:52:16 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
Thu Sep 21 08:51:47 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC
Thu Sep 21 08:51:47 2023 Warning (5) MDD message timeout;CM-MAC=
Thu Sep 21 08:51:18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID:
Thu Sep 21 08:50:53 2023 Notice (6) CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC
Thu Sep 21 08:50:53 2023 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
Thu Sep 21 08:50:27 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC
Thu Sep 21 08:50:26 2023 Warning (5) MDD message timeout;CM-MAC
Thu Sep 21 08:50:23 2023 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=
Thu Sep 21 08:50:13 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID:
Thu Sep 21 08:50:12 2023 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=
Thu Sep 21 08:50:02 2023 Warning (5) MDD message timeout;CM-MAC=
Thu Sep 21 08:49:37 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
Thu Sep 21 08:49:34 2023 Warning (5) MDD message timeout;CM-MAC=
Thu Sep 21 08:49:29 2023 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=
Thu Sep 21 08:49:29 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC
Thu Sep 21 08:48:59 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
Thu Sep 21 08:48:50 2023 Warning (5) MDD message timeout;CM-MAC=
Thu Sep 21 08:48:46 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
Thu Sep 21 08:48:41 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
Thu Sep 21 08:48:41 2023 Warning (5) MDD message timeout;CM-MAC=
XfinityArmand
Official Employee
•
2.1K Messages
2 years ago
Hi @user_30f0dd! Thank you so much for taking the time to reach out to Xfinity Support here on our Community Forum to voice your service concerns. We are so glad to hear from you and want to ensure that your concerns are addressed. No worries! We are a team of experts here to make sure that you are being provided with the best all around experience with your services. So that we can take a closer look at what is going on, please feel free to shoot us a private message. That way we can access your account and see what may be causing this issue.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• - An "Xfinity Support" graphic replaces the "To:" line
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EG
Expert
•
110.3K Messages
2 years ago
@user_30f0dd @XfinityArmand
Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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user_30f0dd
2 Messages
2 years ago
Update as of 10/5 - absolutely no traction on this. Had yet another tech coke out who actually identified that he thought there was a drop line issue as well as something else in the lines. (He ran a new line to my house but there was still a smaller issue when linked directly from the box to my modem. Unfortunately he could not leave this temp line in as it crossed a neighbors steps) he said he put in all the tickets. Gave me contact info for folks in case I needed assistance. I actually felt like I might finally get somewhere.
well as per usual Comcast did nothing. No call from the team to schedule a repair of my drop. (2 business days since). No follow up on anything. I sent a message to the first contact he gave me. Radio silence on my email as well.
I think I’m going to go through and documenting all these calls and messages. Then I may contact the better business bureau. I’m paying hundreds for service I am not receiving with zero assistance in repairing that service.
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