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Fluctuating Power Levels/Intermittent Packet Loss
I've been experiencing fluctuations on the line connected to my cable modem which result in intermittent packet loss. Is this something I can have resolved?
My Account:
A couple of months ago I was experiencing some packet loss and a technician was sent and diagnosed low upstream power as the cause. This resulted in a work order to have an amp placed up the street from my house to boost the signals. The amp worked fine for about a week but then started malfunctioning in the manner I am attempting to describe below. After some amount of monitoring and attempting the resolve the matter via the normal support channels, I managed to catch a line tech eating lunch behind my house (Dec 2nd, 2022) and explained this issues I was experiencing. He agreed the amp may need to be replaced and did so. For a week the device worked correctly until last Friday (Dec 9th, 2022). Once I noticed this issue reoccurring I noted plumbers up the street, near the amp, using a jackhammer on a driveway. The issue continues to occur as I attempt to illustrate below.
Additionally, I believe there may have been an underlying issue within my neighborhood that was causing packet loss throughout the period I've been having issues. I suspect this underlying issue may have been the original cause and the amp may not even be necessary.
Example:
I am attempting to focus on the event around 11:40 AM on Dec 12, 2022. Note the recorded power fluctuation and the recorded, I believe relational, packet loss and logs.
This is a graph of the Downstream Power Levels. Periods where the dBmV is lower and less clustered is the amp malfunctioning. The higher values are when the power is properly boosted. I can provide the full jupyter notebook this graph is extracted if requested, but cannot attach the file to this post.
| pollingTime | Channel 30 | Channel 31 | Channel 32 |
| Mon Dec 12 11:30:02 2022 | -0.5 | -0.7 | -0.7 |
| Mon Dec 12 11:35:03 2022 | 3.6 | 3.8 | 3.8 |
| Mon Dec 12 11:40:02 2022 | 4 | 4.1 | 4.2 |
| Mon Dec 12 11:45:02 2022 | 4.7 | 4.8 | 4.9 |
| Mon Dec 12 11:50:02 2022 | -0.2 | -0.4 | -0.3 |
| Mon Dec 12 11:55:03 2022 | 4.1 | 4.2 | 4.3 |
| Mon Dec 12 12:00:02 2022 | -0.2 | -0.3 | -0.2 |
Mon Dec 12 11:57:59 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Mon Dec 12 11:55:42 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Mon Dec 12 11:45:28 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Mon Dec 12 11:40:55 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Mon Dec 12 11:39:03 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Mon Dec 12 11:34:10 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Mon Dec 12 11:33:39 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Mon Dec 12 11:31:16 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Mon Dec 12 11:08:20 2022 (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;
Mon Dec 12 05:42:36 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Mon Dec 12 05:40:35 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Mon Dec 12 05:40:32 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Mon Dec 12 05:40:31 2022 (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;
Mon Dec 12 05:38:27 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Mon Dec 12 03:24:21 2022 (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;
Sun Dec 11 22:23:07 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Sun Dec 11 22:18:55 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Sun Dec 11 19:37:51 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Sun Dec 11 19:32:24 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Sun Dec 11 19:30:54 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Sun Dec 11 19:09:46 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Sun Dec 11 19:06:06 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Sun Dec 11 19:02:17 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Sun Dec 11 18:55:56 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Sun Dec 11 18:54:16 2022 (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;
Sun Dec 11 13:59:52 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
Sun Dec 11 13:55:45 2022 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;
CCAnna
Problem Solver
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874 Messages
2 years ago
Thank you for taking the time to reach out over Xfinity Forums @user_5dbb91. I appreciate the details and all the work you have done investigating. That is awesome! I am sorry to hear even after a few technicians have looked, you continue to experience a problem. You have reached the right team to help.
I would like to rule out the basics first (it never hurts). I am seeing some fluctuations and/or "timeouts" during the day. I have found this is normally caused from a loose connection or noise some place on the line.
Can you check the coax cable at the wall and the modem? Please make sure all connections are finger tight.
Do you have an amplifier in the home (little box plugged into an outlet and has a coax cable attached)?
Have you recently made any changes to the location of the modem or purchased a new modem/router?
Do you have a splitter attached to the modem? Please make sure you don't have any kinked or damaged coax.
Honestly, we will likely need to get another technician out to take a look. I apologize it is not an ideal solution and I appreciate your flexibility. Can you let me know when you have finished checking the basics? Our team will be on standby!
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user_5dbb91
Visitor
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3 Messages
2 years ago
I'm happy to address your questions. :)
Can you check the coax cable at the wall and the modem?
I've confirmed both the connection to the cable modem and the wall are tight. The cable itself is in good shape. I've tried other to no avail.
Do you have an amplifier in the home (little box plugged into an outlet and has a coax cable attached)?
No. There is no amplifier connected at this location. I've confirmed one wasn't installed in the box attached to the house either.
Have you recently made any changes to the location of the modem or purchased a new modem/router?
Yes, while attempting to address the variety of issues over the past months I've tried an XB7, XB8, Motorola MB6811 and a Netgear CM2000. I've been using the CM2000 since the last time a tech came out, as he suggested I try a different cable modem. The XB7 & XB8 appear to have some sort of issue with bridge mode on while using a > 1gb/s connection (maybe via the 2.5gb/s port?) so I am unable to use those.
Additionally I've done, what feels like, everything possible to reduce interference on my end. Even to the extent of keeping the modem close to the wall and purposefully routing it separate from power cables. I'm always open to new suggestions though.
Do you have a splitter attached to the modem? Please make sure you don't have any kinked or damaged coax.
No. There is no splitter installed currently. The connection from the curb connects to a moca filter, which is connected to a (iirc what the installing tech said in 2019) single coax cable terminating at the wall jack behind the cable modem. The cable modem is connected directly to this outlet. The moca filter was even recently replaced during a tech visit.
Thanks for your time!
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