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user_yw6dz9
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Monday, July 8th, 2024 3:51 PM

Dropped Connections for the last 4 days

The past few days I have been having random connection drops through out the day. To say the least it is very annoying while trying to get work done. Whenever this happens I have to reboot the modem. My speed slows down to a crawl and I have the gig plan. This has never happened before. I have done all the cable tightening, rebooting and checking from a different connection. My modem logs are not pretty, lots of warnings and critical responses. I can put some images up if needed. It is getting harder and harder to stream anything. Our cable is underground and was replaced this past spring.

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2 months ago

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EG

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2 months ago

What do the modem's signal stat values look like ? Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

Please post the error log entries as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publicly.

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user_yw6dz9

3 Messages

@EG​ 

hannel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 5 507000000 Hz 3.6 dBmV 41.1 dB 12 57
2 Locked QAM256 2 483000000 Hz 3.3 dBmV 41.3 dB 0 0
3 Locked QAM256 3 489000000 Hz 3.3 dBmV 41.2 dB 0 0
4 Locked QAM256 4 495000000 Hz 3.2 dBmV 41.1 dB 0 0
5 Locked QAM256 6 513000000 Hz 3.7 dBmV 41.2 dB 0 0
6 Locked QAM256 7 519000000 Hz 3.7 dBmV 41.2 dB 0 0
7 Locked QAM256 8 525000000 Hz 3.4 dBmV 41.1 dB 0 0
8 Locked QAM256 9 531000000 Hz 2.7 dBmV 40.8 dB 0 0
9 Locked QAM256 10 537000000 Hz 2.7 dBmV 40.7 dB 0 0
10 Locked QAM256 11 543000000 Hz 2.6 dBmV 40.8 dB 0 0
11 Locked QAM256 12 549000000 Hz 2.3 dBmV 40.7 dB 0 0
12 Locked QAM256 13 555000000 Hz 2.3 dBmV 40.7 dB 0 0
13 Locked QAM256 14 561000000 Hz 2.3 dBmV 40.6 dB 0 0
14 Locked QAM256 15 567000000 Hz 1.8 dBmV 40.4 dB 0 0
15 Locked QAM256 16 573000000 Hz 1.6 dBmV 40.5 dB 0 0
16 Locked QAM256 17 579000000 Hz 1.7 dBmV 40.6 dB 0 0
17 Locked QAM256 18 585000000 Hz 1.4 dBmV 40.5 dB 0 0
18 Locked QAM256 19 591000000 Hz 1.1 dBmV 40.3 dB 0 0
19 Locked QAM256 20 597000000 Hz 1.3 dBmV 40.3 dB 0 0
20 Locked QAM256 21 603000000 Hz 1.2 dBmV 40.3 dB 0 0
21 Locked QAM256 22 609000000 Hz 0.8 dBmV 40.2 dB 0 0
22 Locked QAM256 23 615000000 Hz 1.3 dBmV 39.8 dB 0 0
23 Locked QAM256 24 621000000 Hz 1.6 dBmV 40.4 dB 0 0
24 Locked QAM256 25 627000000 Hz 1 dBmV 40.2 dB 0 0
25 Locked QAM256 26 633000000 Hz 1.1 dBmV 40.3 dB 0 0
26 Locked QAM256 27 639000000 Hz 1.4 dBmV 40.3 dB 0 0
27 Locked QAM256 28 645000000 Hz 1.3 dBmV 40.3 dB 0 0
28 Locked QAM256 29 651000000 Hz 1.6 dBmV 40.5 dB 0 0
29 Locked QAM256 30 657000000 Hz 1.5 dBmV 40.4 dB 0 0
30 Locked QAM256 31 663000000 Hz 0.7 dBmV 40.2 dB 0 0
31 Locked QAM256 32 669000000 Hz 0.2 dBmV 40 dB 0 0
32 Not Locked Unknown 0 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 1 5120 Ksym/sec 35600000 Hz 42.3 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 42 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 40.8 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 40.3 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
 
Downstream OFDM Channels
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 0.2 dBmV 39.2 dB 1108 ~ 2987 7168489 7088052 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
 

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2 months ago

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user_yw6dz9

3 Messages

Time Priority Description
Mon Jul 08 12:28:09 2024 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:27:55 2024 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:27:50 2024 Notice (6) TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];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=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:24:38 2024 Notice (6) CM-STATUS message sent. Event Type Code: 7; Chan ID: 3 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:24:22 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:24:15 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"]c;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:24:11 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:24:10 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:24:10 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:24:09 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:24:08 2024 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:24:08 2024 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:24:08 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:24:08 2024 Notice (6) CM-STATUS message sent. Event Type Code: 7; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:24:06 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:50 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:44 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:41 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:40 2024 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:40 2024 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:40 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:36 2024 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:35 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:26 2024 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:25 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:15 2024 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:14 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:05 2024 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:23:04 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:22:55 2024 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:22:50 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:22:48 2024 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:22:47 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:22:43 2024 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:22:42 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:22:37 2024 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:22:36 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jul 08 12:22:32 2024 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

(edited)

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2 months ago

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XfinityEva

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1.2K Messages

 

Thank you so much @EG  for analyzing these results and helping us get to this post sooner.  user_yw6dz9 we can definitely take a look at the results for the values mentioned by @EG and then report back here our findings and what resolved the issue(s). 
 
Please send us a direct message with your full name and service address to get started. 
 
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2 months ago

EG

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106K Messages

You're quite welcome @XfinityEva !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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2 months ago

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EG

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106K Messages

2 months ago

The signal status values at that snapshot in time were good but the error log entries indicate that something intermittent is going on. Perhaps there is noise ingress into the line(s) /  an upstream channel / return path impairment somewhere.

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and those upstream receive signal stats.


You should get a reply here in your topic. Good luck !

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