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user_3wmb00
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Thursday, July 25th, 2024 12:29 AM

Closed

CM-STATUS message sent. Event Type Code: 24

Hi, I've been having many issues with my internet experiencing intermittent connectivity. Connectivity will go out for 1 - 10 minutes at a time and I ended up replacing my CM700 modem with a CM1000 and my Netgear Nighthawk Router with a RadiX AXE6600 and have had 2 xfinity technicians come out to check it as well. The first technician replaced one line that wrapped around the outside of my house, but I was still having issues so a second one came out and replaced some more cable and connected my line up at the pole into a different slot. This seemed to have fixed the issue for about a month, but now I'm getting the same disconnects again. Below is the information from my modem that seems to be requested on other posts. I'd greatly appreciate any help here with diagnosing what the issue might be here.

Procedure Status Comment
Acquire Downstream Channel 507000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only
<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 5 507000000 Hz 5.6 dBmV 41.1 dB 1356855634 38418 9284
2 Locked QAM256 1 477000000 Hz 6.5 dBmV 41.7 dB 1351415868 46688 9957
3 Locked QAM256 2 483000000 Hz 6.3 dBmV 41.7 dB 1351406151 46917 9733
4 Locked QAM256 3 489000000 Hz 6.0 dBmV 41.5 dB 1351334011 69152 9926
5 Locked QAM256 4 495000000 Hz 5.8 dBmV 41.3 dB 1351461531 40567 9291
6 Locked QAM256 6 513000000 Hz 5.6 dBmV 41.2 dB 1351482245 29565 8458
7 Locked QAM256 7 519000000 Hz 5.8 dBmV 41.4 dB 1351499686 23792 8513
8 Locked QAM256 8 525000000 Hz 6.2 dBmV 41.6 dB 1351508382 22900 8418
9 Locked QAM256 9 531000000 Hz 6.5 dBmV 41.7 dB 1351522860 19218 8581
10 Locked QAM256 10 537000000 Hz 6.1 dBmV 41.4 dB 1351550288 14350 8307
11 Locked QAM256 11 543000000 Hz 6.6 dBmV 41.6 dB 1351559221 13585 8443
12 Locked QAM256 12 549000000 Hz 6.7 dBmV 38.8 dB 1351570360 14610 8078
13 Locked QAM256 13 555000000 Hz 6.8 dBmV 41.4 dB 1351587432 11546 8221
14 Locked QAM256 14 561000000 Hz 6.8 dBmV 41.8 dB 1351599454 11620 7678
15 Locked QAM256 15 567000000 Hz 6.5 dBmV 41.6 dB 1351613650 13535 7762
16 Locked QAM256 16 573000000 Hz 6.1 dBmV 41.4 dB 1351636747 13469 8063
17 Locked QAM256 17 579000000 Hz 5.6 dBmV 41.3 dB 1351652661 11510 7929
18 Locked QAM256 18 585000000 Hz 5.5 dBmV 41.3 dB 1351652628 11454 7982
19 Locked QAM256 19 591000000 Hz 5.1 dBmV 41.2 dB 1351669521 11101 7854
20 Locked QAM256 25 453000000 Hz 7.5 dBmV 41.9 dB 1351677656 18137 8443
21 Locked QAM256 34 459000000 Hz 7.1 dBmV 41.8 dB 1351688448 16239 8252
22 Locked QAM256 35 465000000 Hz 6.8 dBmV 41.8 dB 1351691411 15701 8168
23 Locked QAM256 36 471000000 Hz 6.7 dBmV 41.6 dB 1351699993 14893 8196
24 Locked QAM256 38 429000000 Hz 7.9 dBmV 42.1 dB 1351625421 14859 8040
25 Locked QAM256 39 435000000 Hz 7.9 dBmV 42.1 dB 1351645685 11805 8067
26 Locked QAM256 40 441000000 Hz 7.7 dBmV 41.9 dB 1351647127 11754 7646
27 Locked QAM256 41 447000000 Hz 7.5 dBmV 42.0 dB 1351662315 9519 7783
28 Locked QAM256 42 405000000 Hz 7.0 dBmV 41.8 dB 1351673050 16337 8241
29 Locked QAM256 43 411000000 Hz 7.2 dBmV 41.9 dB 1351708593 15569 8138
30 Locked QAM256 44 417000000 Hz 7.4 dBmV 42.0 dB 1351765802 12165 7616
31 Locked QAM256 45 423000000 Hz 7.7 dBmV 42.1 dB 1351708950 10664 7553
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0
<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 35600000 Hz 42.3 dBmV
2 Locked ATDMA 2 29200000 Hz 42.3 dBmV
3 Locked ATDMA 3 22800000 Hz 42.0 dBmV
4 Locked ATDMA 4 16400000 Hz 41.5 dBmV
5 Locked ATDMA 5 39600000 Hz 42.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV
<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 1, 2, 3 37 690000000 Hz 6.8 dBmV 38.0 dB 1108 ~ 2987 13774372989 13614555365 31509
2 Not Locked 0 0 0 Hz 8.5 dBmV 0.0 dB 0 ~ 4095 0 0 0
<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

Time

Priority

Description

2024-07-25, 00:09:07

Notice (6)

CM-STATUS message sent. Event Type Code: 24

2024-07-25, 00:07:07

Notice (6)

CM-STATUS message sent. Event Type Code: 16

2024-07-25, 00:07:01

Warning (5)

Dynamic Range Window violation

2024-07-25, 00:07:01

Warning (5)

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;

2024-07-25, 00:07:01

Warning (5)

Dynamic Range Window violation

2024-07-25, 00:07:01

Warning (5)

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;

2024-07-25, 00:07:01

Warning (5)

Dynamic Range Window violation

2024-07-25, 00:07:01

Warning (5)

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;

2024-07-25, 00:07:01

Warning (5)

Dynamic Range Window violation

2024-07-25, 00:07:01

Warning (5)

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;

2024-07-25, 00:06:42

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;

2024-07-24, 23:52:04

Notice (6)

CM-STATUS message sent. Event Type Code: 24

2024-07-24, 23:52:02

Notice (6)

CM-STATUS message sent. Event Type Code: 22

2024-07-24, 23:51:55

Warning (5)

RCS Partial Service;

2024-07-24, 23:51:48

Notice (6)

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;

2024-07-24, 23:51:53

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

2024-07-24, 23:51:48

Critical (3)

No Ranging Response received - T3 time-out;

2024-07-24, 23:51:37

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;

2024-07-24, 23:50:27

Critical (3)

No Ranging Response received - T3 time-out;

2024-07-24, 23:50:07

Notice (6)

CM-STATUS message sent. Event Type Code: 7

2024-07-24, 23:49:53

Critical (3)

No Ranging Response received - T3 time-out;

2024-07-24, 23:49:36

Notice (6)

CM-STATUS message sent. Event Type Code: 7

2024-07-24, 23:49:10

Critical (3)

No Ranging Response received - T3 time-out;

2024-07-24, 23:49:06

Notice (6)

CM-STATUS message sent. Event Type Code: 7

2024-07-24, 23:49:00

Critical (3)

No Ranging Response received - T3 time-out;

2024-07-24, 23:48:35

Notice (6)

CM-STATUS message sent. Event Type Code: 7

2024-07-24, 23:48:12

Critical (3)

No Ranging Response received - T3 time-out;

2024-07-24, 23:48:05

Notice (6)

CM-STATUS message sent. Event Type Code: 7

2024-07-24, 23:47:39

Critical (3)

No Ranging Response received - T3 time-out;

2024-07-24, 23:47:37

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;

2024-07-24, 23:47:37

Critical (3)

No Ranging Response received - T3 time-out;

2024-07-24, 23:47:35

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;

2024-07-24, 23:47:35

Critical (3)

16 consecutive T3 timeouts while trying to range on upstream channel 3;

2024-07-24, 23:47:35

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted;

2024-07-24, 23:46:28

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;

2024-07-24, 23:28:06

Warning (5)

Dynamic Range Window violation

2024-07-24, 23:28:06

Warning (5)

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;

2024-07-24, 23:28:05

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;

2024-07-24, 23:28:05

Warning (5)

Dynamic Range Window violation

2024-07-24, 23:28:05

Warning (5)

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;

Question

 • 

Updated 

5 days ago

 • Edited

121

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Accepted Solution

user_3wmb00

3 Messages

7 days ago

I should've responded to this post sooner, but the fix ended up being an issue with the hardware up on the pole near my house. I had 3 Xfinity technicians to my house over the course of 2-3 months trying to address the issue and the 3rd one sat up on the pole recording (he was back and forth between the pole and the house for over 45 minutes) with his equipment and saw the issues with the signal there. He said the signal glitch was only for a second, but was likely the issue. He put in a work order for it to be replaced and the next day a lineman came out and swapped out the box on the pole. The lineman said after he replaced it that it looked old with some obvious signs of wear. Since then I have had no issues with my internet and no messages like this on my modem have come up. 

I'm still quite disappointed with Xfinity though because they charged me $100 for the second technician coming out despite the issue not being on my end (not to mention I replaced both my modem and router since Xfinity said the problem was not their service). After endless attempts of contacting customer service, I ended up speaking to someone who said they could reimburse me for the visit, but that they could only approve $50 refunds per day and that they would process $50 that day and another $50 the following day. I did see the first credit of $50 come up on my account, but the second credit never came. I tried contacting customer service again, but gave up after a few hours of going between the app and bouncing between multiple departments on the phone. 

3

0

XfinityVianney

Official Employee

 • 

1.8K Messages

 

user_3wmb00, Thank you again for all your time. I know you created your post a bit ago, but it's great when we can provide updates for everyone following the thread. In the end, I'm glad our techs were able to clear this up. We are very grateful for your time and patience along the way. I know having multiple techs out is not ideal, but I'm glad it got results.

I see there was one more item you wanted to address, which was the tech fee. You expressed that we covered half, with the expectation that the rest would be covered later. That said, I see it wasn't the case. I apologize for any delay. Thank you for bringing it to my attention so I can take care of it now. You'll see the adjustment reflected shortly. I know you've been through a lot, and I wanted to make sure you're 100% happy before we end this conversation. Let me know if you have any questions. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

5 days ago

user_3wmb00

3 Messages

Thank you very much for processing that refund! I just saw it come through. 

5 days ago

0

XfinityVianney

Official Employee

 • 

1.8K Messages

I see in our notes it was offered, and we'll always do what's right or what was promised. I hope we regained your trust along the way. We thank you for your business and for being an Xfinity customer @user_3wmb00

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

5 days ago

0

XfinityAntoine

Official Employee

 • 

1.4K Messages

5 months ago

Thanks for reaching out, user_3wmb00! I'd be more than happy to take a look at your account and see what's going on. In order to get started can you, please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

--

• Click "Sign In" if necessary

• Click the "direct messaging" icon or https://comca.st/3lv0gXz

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

0

0

EG

Expert

 • 

107.5K Messages

5 months ago

@user_3wmb00 @XfinityAntoine 

Please circle back here and post any possible solutions for the issue here in these open public 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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