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user_45697a
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Friday, October 1st, 2021 2:42 PM

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Failing SW upgrades causing sporadic outages on Cable Modem

Sometimes my internet connection stops working even though my local network is fine. The cable modem doesn't respond to pings or attempt to connect to it at 192.168.100.1 during this time either. It happened again this morning and booted by daughter out of her Zoom class.
After 5 or 6 minutes it will start passing traffic again. When I log into the modem at that point I see these entries in the log.
2021-10-01, 08:35:06 Error (4) SW upgrade Failed after download - SW File corruption
2021-10-01, 08:35:06 Error (4) SW upgrade Failed after download -Incompatible SW file
2021-10-01, 08:35:00 Notice (6) SW Download INIT - Via Config file d11_m_cm1000_silver_c01.cm
Power levels and SNR are very similar before and after this happens and appear to be in the good range. Its a Netgear CM1000v2 modem.
What is this "d11_m_cm1000_silver_c01.cm" file that Comcast is trying to push to my modem? How do I make it stop?

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3 years ago

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CCMorgan

Gold Problem Solver

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3.3K Messages

4 years ago

Hi, user_45697a. Good morning! We understand how important a reliable internet connection is! You're in the right place for help with your modem. 

 

Before we go over the details, we do have a few follow up questions for you. How long has this been going on for and how many devices do you typically have connected to the network at any given?

4

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user_45697a

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10 Messages

@XfinityMorgan I first noticed this about 6 months ago while looking at the logs on the cable modem. I suspect that its been happening much longer than that because the symptoms match what I've experienced previously. Up to that point I was calling support when I experienced an outage, but by the time I reached a real person it was working again and I was told that everything is fine. There are typically 2 or 3 people connected to my network.

4 years ago

0

CCAbbie

Problem Solver

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1.4K Messages

Thank you. I want to make sure there isn't an issue with the account since you are seeing something trying to be pushed to your modem and an error.

 

Can you please reach out through private message (by clicking on the chat icon on the top right of the page) with your first and last name, name on the account if different, and service address?

I no longer work for Comcast.

4 years ago

0

user_45697a

Visitor

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10 Messages

@XfinityAbbie When I launch a chat, XfinityAbbie doesn't show up in the list of people I can send a message to. Is there a different name I should be searching for?

4 years ago

0

EG

Expert

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110.1K Messages

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
 • Type your message in the text area near the bottom of the window
 • Press Enter to send it


See https://comca.st/3i4B6z4 for an example.   

(Credit to @BruceW for this excellent explanation.) 

(edited)

I am not a Comcast Employee.
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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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4 years ago

0

EG

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110.1K Messages

4 years ago

@user_45697a wrote: " What is this "d11_m_cm1000_silver_c01.cm" file that Comcast is trying to push to my modem?"

FWIW. It's not that configuration / bootfile that is the problem. That is only one of the methods for them to update the modem's firmware / software load (via the config file). It can also be updated from their backend using the TFTP (Trivial File Transfer Protocol) method.

So just for clarity's sake, what I am saying is that it is the software / firmware update that is being rejected because it is corrupted. Good luck with it 

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user_45697a

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@EG Thanks for that info. The log entries seem the be misleading to say the least.

"SW upgrade Failed after download - SW File corruption" seems like a straight forward description, but I also see other posts online that describe issues that are very different from what those words says to me. 

4 years ago

0

user_45697a

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10 Messages

3 years ago

This was moved to a private support conversation. A tech was dispatched, the underground cable was determined to be degraded, a temporary over ground cable was placed and the test results were better. The next week a crew came and buried a new cable and moved my service that that cable and removed the temporary over ground cable. I was home but they didn't bother to tell me that they were going to disconnect my internet. :-(
Things seemed mostly OK and the cable modem stats were improved, although they were well within the acceptable range before this began. My service dropped again this morning with the same T3 timeout issue that I originally reported. Here is a log snippet from this morning with the MAC addresses redacted.
2021-11-05, 08:41:17 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;
2021-11-05, 08:41:16 Warning (5) REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-05, 08:41:12 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;
2021-11-05, 08:40:51 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2021-11-05, 08:39:47 Critical (3) No Ranging 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;
2021-11-05, 08:39:46 Warning (5) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-05, 08:39:34 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-05, 08:39:33 Warning (5) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-05, 08:39:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-04, 16:19:09 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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-04, 16:18:40 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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-04, 12:06:08 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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Here are the upstream and downstream power levels and signal to noise ratios.
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 17 501000000 Hz 6.2 dBmV 41.8 dB 4266107607 260 977
2 Locked QAM256 14 483000000 Hz 6.0 dBmV 41.7 dB 4258236296 235 874
3 Locked QAM256 15 489000000 Hz 6.1 dBmV 41.7 dB 4258450328 529 2486
4 Locked QAM256 16 495000000 Hz 6.2 dBmV 41.7 dB 4292218857 704 3064
5 Locked QAM256 18 507000000 Hz 6.2 dBmV 41.6 dB 4292211251 5077 10825
6 Locked QAM256 19 513000000 Hz 6.0 dBmV 41.6 dB 4292244438 631 2820
7 Locked QAM256 20 519000000 Hz 6.1 dBmV 41.5 dB 4292265880 606 2868
8 Locked QAM256 21 525000000 Hz 5.9 dBmV 41.4 dB 23470744 1043 4191
9 Locked QAM256 22 531000000 Hz 5.7 dBmV 41.3 dB 4292319074 457 1895
10 Locked QAM256 23 537000000 Hz 5.5 dBmV 41.1 dB 23545654 1126 4422
11 Locked QAM256 24 543000000 Hz 5.1 dBmV 40.8 dB 4292383461 1043 3674
12 Locked QAM256 25 555000000 Hz 4.8 dBmV 40.6 dB 4208370818 1069 4707
13 Locked QAM256 26 561000000 Hz 5.0 dBmV 40.7 dB 4292394240 1151 3091
14 Locked QAM256 27 567000000 Hz 5.1 dBmV 40.8 dB 23583530 1320 3803
15 Locked QAM256 28 573000000 Hz 5.1 dBmV 40.8 dB 4292400760 596 1873
16 Locked QAM256 30 579000000 Hz 5.3 dBmV 40.9 dB 4292425205 600 2706
17 Locked QAM256 31 585000000 Hz 5.2 dBmV 40.9 dB 4292571762 617 2730
18 Locked QAM256 32 591000000 Hz 5.0 dBmV 40.9 dB 4292708883 751 3236
19 Locked QAM256 33 597000000 Hz 5.0 dBmV 40.8 dB 4292609241 673 2843
20 Locked QAM256 34 603000000 Hz 4.6 dBmV 40.6 dB 23764283 1201 4665
21 Locked QAM256 35 609000000 Hz 4.3 dBmV 40.5 dB 4292633125 807 3533
22 Locked QAM256 36 615000000 Hz 4.2 dBmV 40.4 dB 23791871 1456 4626
23 Locked QAM256 37 621000000 Hz 4.2 dBmV 40.5 dB 23797592 7060 4281
24 Locked QAM256 38 627000000 Hz 4.1 dBmV 40.5 dB 23801556 11649 4142
25 Locked QAM256 39 633000000 Hz 4.2 dBmV 40.6 dB 4292696752 2536 3087
26 Locked QAM256 40 639000000 Hz 4.2 dBmV 40.5 dB 23833247 1495 3968
27 Locked QAM256 41 645000000 Hz 4.4 dBmV 40.6 dB 23829008 1314 4013
28 Locked QAM256 42 651000000 Hz 4.3 dBmV 40.6 dB 23831722 1383 5033
29 Locked QAM256 43 657000000 Hz 4.4 dBmV 40.7 dB 23756140 2014 7108
30 Locked QAM256 44 663000000 Hz 4.7 dBmV 40.8 dB 23769790 2088 8011
31 Locked QAM256 45 669000000 Hz 5.0 dBmV 41.0 dB 23758876 1921 7144
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0
Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 2 23800000 Hz 41.8 dBmV
2 Locked ATDMA 3 30200000 Hz 41.5 dBmV
3 Locked ATDMA 4 37200000 Hz 40.5 dBmV
4 Not Locked Unknown 0 0 Hz 0.0 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 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
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 29 690000000 Hz 6.1 dBmV 39.8 dB 1108 ~ 2987 8685835372 8147880938 323409
2 Not Locked 0 0 0 Hz 4.5 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 Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

(edited)

1

0

EG

Expert

 • 

110.1K Messages

@user_45697a

Please redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. Personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
 

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
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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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
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
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

3 years ago

0

user_45697a

Visitor

 • 

10 Messages

3 years ago

This was moved to a private support conversation. A tech was dispatched, the underground cable was determined to be degraded, a temporary over ground cable was placed and the test results were better. The next week a crew came and buried a new cable and moved my service that that cable and removed the temporary over ground cable. I was home but they didn't bother to tell me that they were going to disconnect my internet. :-(
Things seemed mostly OK and the cable modem stats were improved, although they were well within the acceptable range before this began. My service dropped again this morning with the same T3 timeout issue that I originally reported. Here is a log snippet from this morning with the MAC addresses redacted.
2021-11-05, 08:41:17 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;
2021-11-05, 08:41:16 Warning (5) REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-05, 08:41:12 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;
2021-11-05, 08:40:51 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2021-11-05, 08:39:47 Critical (3) No Ranging 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;
2021-11-05, 08:39:46 Warning (5) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-05, 08:39:34 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-05, 08:39:33 Warning (5) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-05, 08:39:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-04, 16:19:09 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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-04, 16:18:40 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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2021-11-04, 12:06:08 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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Here are the upstream and downstream power levels and signal to noise ratios.
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 17 501000000 Hz 6.2 dBmV 41.8 dB 4266107607 260 977
2 Locked QAM256 14 483000000 Hz 6.0 dBmV 41.7 dB 4258236296 235 874
3 Locked QAM256 15 489000000 Hz 6.1 dBmV 41.7 dB 4258450328 529 2486
4 Locked QAM256 16 495000000 Hz 6.2 dBmV 41.7 dB 4292218857 704 3064
5 Locked QAM256 18 507000000 Hz 6.2 dBmV 41.6 dB 4292211251 5077 10825
6 Locked QAM256 19 513000000 Hz 6.0 dBmV 41.6 dB 4292244438 631 2820
7 Locked QAM256 20 519000000 Hz 6.1 dBmV 41.5 dB 4292265880 606 2868
8 Locked QAM256 21 525000000 Hz 5.9 dBmV 41.4 dB 23470744 1043 4191
9 Locked QAM256 22 531000000 Hz 5.7 dBmV 41.3 dB 4292319074 457 1895
10 Locked QAM256 23 537000000 Hz 5.5 dBmV 41.1 dB 23545654 1126 4422
11 Locked QAM256 24 543000000 Hz 5.1 dBmV 40.8 dB 4292383461 1043 3674
12 Locked QAM256 25 555000000 Hz 4.8 dBmV 40.6 dB 4208370818 1069 4707
13 Locked QAM256 26 561000000 Hz 5.0 dBmV 40.7 dB 4292394240 1151 3091
14 Locked QAM256 27 567000000 Hz 5.1 dBmV 40.8 dB 23583530 1320 3803
15 Locked QAM256 28 573000000 Hz 5.1 dBmV 40.8 dB 4292400760 596 1873
16 Locked QAM256 30 579000000 Hz 5.3 dBmV 40.9 dB 4292425205 600 2706
17 Locked QAM256 31 585000000 Hz 5.2 dBmV 40.9 dB 4292571762 617 2730
18 Locked QAM256 32 591000000 Hz 5.0 dBmV 40.9 dB 4292708883 751 3236
19 Locked QAM256 33 597000000 Hz 5.0 dBmV 40.8 dB 4292609241 673 2843
20 Locked QAM256 34 603000000 Hz 4.6 dBmV 40.6 dB 23764283 1201 4665
21 Locked QAM256 35 609000000 Hz 4.3 dBmV 40.5 dB 4292633125 807 3533
22 Locked QAM256 36 615000000 Hz 4.2 dBmV 40.4 dB 23791871 1456 4626
23 Locked QAM256 37 621000000 Hz 4.2 dBmV 40.5 dB 23797592 7060 4281
24 Locked QAM256 38 627000000 Hz 4.1 dBmV 40.5 dB 23801556 11649 4142
25 Locked QAM256 39 633000000 Hz 4.2 dBmV 40.6 dB 4292696752 2536 3087
26 Locked QAM256 40 639000000 Hz 4.2 dBmV 40.5 dB 23833247 1495 3968
27 Locked QAM256 41 645000000 Hz 4.4 dBmV 40.6 dB 23829008 1314 4013
28 Locked QAM256 42 651000000 Hz 4.3 dBmV 40.6 dB 23831722 1383 5033
29 Locked QAM256 43 657000000 Hz 4.4 dBmV 40.7 dB 23756140 2014 7108
30 Locked QAM256 44 663000000 Hz 4.7 dBmV 40.8 dB 23769790 2088 8011
31 Locked QAM256 45 669000000 Hz 5.0 dBmV 41.0 dB 23758876 1921 7144
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0
Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 2 23800000 Hz 41.8 dBmV
2 Locked ATDMA 3 30200000 Hz 41.5 dBmV
3 Locked ATDMA 4 37200000 Hz 40.5 dBmV
4 Not Locked Unknown 0 0 Hz 0.0 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 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
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 29 690000000 Hz 6.1 dBmV 39.8 dB 1108 ~ 2987 8685835372 8147880938 323409
2 Not Locked 0 0 0 Hz 4.5 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 Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

0

0

EG

Expert

 • 

110.1K Messages

3 years ago

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) /  an upstream channel-return path impairment somewhere.


There are other signal stat figures 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 that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

8

0

user_45697a

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10 Messages

3 years ago

0

EG

Expert

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110.1K Messages

Quite welcome !

...........................

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3 years ago

0

XfinityAlyssaA

Official Employee

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1.8K Messages

Good morning @user_45697a and thank you for reaching out to our Digital Care Team on our forums page. We are sorry to see you are experiencing issues with your connection and would be happy to investigate further. To get started,  please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 years ago

0

user_45697a

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10 Messages

Update: The tech was dispatched a second time. He came on November 10. I inquired about CMTS logs and whether they might provide some insight into this recurring issue. He wasn't aware of any such logs. He decided to replace the cable that goes up the pole and the cable from the ground block on my house that goes through the wall and connects directly to the cable modem on the other side. (the underground portion between those two points had been replaced after his first visit)

Since that work was completed 27 days ago, I have only experienced three T3 timeouts. That is a huge improvement over the previous rate of almost daily T3 timeouts. The power levels and signal to noise ratio reported by my cable modem hasn't changed much after the cable replacement, but both the Correctable Codewords and the Uncorrectable Codewords have been accumulating much more slowly according to my cable modem status page.

It cost me $74.20 to have that 6 feet of cable from the ground block to my cable modem replaced. It's still not perfect, but since there is no cable left to replace, I guess I'll call it good enough until a better option is available.

3 years ago

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CCJosh

New Problem Solver

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452 Messages

We appreciate the update, @user_45697a. I am happy to hear that we were able to replace that cable for you and that it has improved your connection issues. We would still like to look into this and see what we can do to fully improve your connection and help with the T3 timeouts. Please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

I no longer work for Comcast.

3 years ago

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