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Sunday, May 26th, 2024 3:07 AM

Connection Keeps Dropping Randomly

The connection drops out every so often and comes back relatively quickly. I had a tech scheduled to come out, But a representative called me and said they Monitored the line for a while, made changes and it was fine now. I keep getting these logs on my Modem/Router. 

Modem Motorolla MG8725 3.1

   05:14:52

Sat May 25 2024 Warning(5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    05:14:52

Sat May 25 2024 Warning(5) Dynamic Range Window violation

    07:02:03

Sat May 25 2024 Notice(6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    07:02:07

Sat May 25 2024 Notice(6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    07:04:08

Sat May 25 2024 Notice(6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    16:33:25

Sat May 25 2024 Notice(6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    16:35:33

Sat May 25 2024 Notice(6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    20:42:05

Sat May 25 2024 Critical(3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    23:07:22

Sat May 25 2024 Notice(6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    23:11:07

Sat May 25 2024 Notice(6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    23:46:24

Sat May 25 2024 Notice(6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    23:50:38

Sat May 25 2024 Notice(6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    02:08:27

Sun May 26 2024 Notice(6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    02:08:39

Sun May 26 2024 Notice(6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    02:10:43

Sun May 26 2024 Notice(6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    02:12:23

Sun May 26 2024 Notice(6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    02:33:45

Sun May 26 2024 Notice(6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    02:33:57

Sun May 26 2024 Notice(6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    02:35:40

Sun May 26 2024 Notice(6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

    02:36:04

Sun May 26 2024 Notice(6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=;CMTS-MAC=(CMTS MAC HERE);CM-QOS=1.1;CM-VER=3.1;

Official Employee

 • 

708 Messages

18 days ago

 

The_Potater Glad you reached out for assistance. Are you still experiencing these interruptions?

 

4 Messages

I am.  They are very random and last briefly. My hardwire and wireless devices are both affected. 

Official Employee

 • 

708 Messages

 

The_PotaterThank you for the details. Have you tried any troubleshooting steps such as resetting your modem or sending a fresh signal using our awesome Xfinity App and its troubleshooting support options? 

 

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

4 Messages

I have done that. I have checked the connections between the modem and the outside box. Everything is tight and checked inside the box as well. I believe a tech needs to be scheduled to come out. There is no splitter between the modem and the outside box. 

Official Employee

 • 

708 Messages

 

The_Potater Thank you for taking the time to troubleshoot and go over your connections. At this time I do believe we should take a closer look so that we can  review options for having a tech come to your home. 

 

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

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

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems. 

 

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

4 Messages

7 days ago

This sounds exactly like my issue. Was it ever resolved? And if so, what was the corrective action?

4 Messages

So far no. They did something on their end that made it a little less frequent, but it still dropped out of nowhere for no reason. Tried contacting support again and they put it in as a damaged line ticket and it got rejected. I'm about tired of it tbh.

Official Employee

 • 

1.2K Messages

@The_Potater since you are still having issue with your serivce we can keep with you. Please feel free to reach out to us in a Direct Message: 

(Full credit to @BruceW for this excellent explanation!) 


"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:


 • Click "Sign In" if necessary


 • Click the "Direct Messaging" 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


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


 • Press Enter to send it


See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

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
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