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glennbob
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High Five

Contributor

 • 

316 Messages

Monday, January 22nd, 2024 1:03 AM

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Frequent brief internet outages with a plethora of errors in modem log

May go weeks with no issues but then a week with numerous outages. Getting concerned!  Thanks for any help!!

   Event Log

 


  

   

Time 

 

Priority 

 

Description 

   

14:39:04
Fri Jan 19 2024

 

Critical (3)

 

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

   

14:39:04
Fri Jan 19 2024

 

Critical (3)

 

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

   

14:39:07
Fri Jan 19 2024

 

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;

   

20:00:34
Fri Jan 19 2024

 

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;

   

20:00:34
Fri Jan 19 2024

 

Critical (3)

 

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

   

20:00:34
Fri Jan 19 2024

 

Critical (3)

 

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

   

20:00:36
Fri Jan 19 2024

 

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;

   

20:17:40
Fri Jan 19 2024

 

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;

   

20:17:40
Fri Jan 19 2024

 

Critical (3)

 

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

   

20:17:40
Fri Jan 19 2024

 

Critical (3)

 

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

   

20:17:48
Fri Jan 19 2024

 

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;

   

20:18:36
Fri Jan 19 2024

 

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;

   

20:25:29
Fri Jan 19 2024

 

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;

   

20:25:29
Fri Jan 19 2024

 

Critical (3)

 

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

   

20:25:29
Fri Jan 19 2024

 

Critical (3)

 

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

   

20:26:39
Fri Jan 19 2024

 

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;

   

20:26:39
Fri Jan 19 2024

 

Critical (3)

 

Ranging Request Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

   

20:26:39
Fri Jan 19 2024

 

Critical (3)

 

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

   

Time Not Established

 

Critical (3)

 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

   

07:57:44
Sat Jan 20 2024

 

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;

   

07:58:47
Sat Jan 20 2024

 

Critical (3)

 

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

   

07:58:55
Sat Jan 20 2024

 

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;

   

13:53:08
Sat Jan 20 2024

 

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;

   

13:53:08
Sat Jan 20 2024

 

Critical (3)

 

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

   

13:53:08
Sat Jan 20 2024

 

Critical (3)

 

16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

   

Time Not Established

 

Critical (3)

 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

   

Time Not Established

 

Notice (6)

 

Honoring MDD; IP provisioning mode = IPv6

   

09:53:38
Sun Jan 21 2024

 

Notice (6)

 

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

   

09:53:43
Sun Jan 21 2024

 

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;

   

10:05:50
Sun Jan 21 2024

 

Critical (3)

 

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

   

10:05:52
Sun Jan 21 2024

 

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;

   

15:43:22
Sun Jan 21 2024

 

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;

 

 

   

 

Connection

   Startup Sequence

 

 

   Startup Step

Status

Comment



  

   Acquire Downstream Channel

483000000 Hz

Locked


  

   Upstream Connection

OK

Operational


  

   Boot State

OK

Operational



  

   Configuration File

OK


  

   Security

Enabled

BPI+


  

 

   Connection Status

 

 

   System Up Time

0 days 09h:06m:31s

 


  

   Network Access

Allowed

 


  

 

   Downstream Bonded Channels

 


  

   Channel

Lock Status

Modulation

Channel ID

Freq. (MHz)

Pwr (dBmV)

SNR (dB)

Corrected

Uncorrected

   1

Locked

QAM256

13

483.0

0.9

42.8

29

0

   2

Locked

QAM256

1

405.0

2.5

43.5

30

0

   3

Locked

QAM256

2

411.0

2.1

43.4

28

0

   4

Locked

QAM256

3

417.0

2.3

43.4

27

0

   5

Locked

QAM256

4

423.0

2.6

43.5

31

0

   6

Locked

QAM256

5

429.0

2.0

43.2

28

0

   7

Locked

QAM256

6

435.0

1.4

42.9

30

0

   8

Locked

QAM256

7

447.0

1.6

43.2

28

0

   9

Locked

QAM256

8

453.0

1.2

43.0

31

0

   10

Locked

QAM256

9

459.0

1.4

42.9

29

0

   11

Locked

QAM256

10

465.0

1.3

42.9

28

0

   12

Locked

QAM256

11

471.0

1.0

43.0

31

0

   13

Locked

QAM256

12

477.0

1.2

43.0

26

0

   14

Locked

QAM256

14

489.0

0.2

42.4

29

0

   15

Locked

QAM256

15

495.0

0.1

42.5

30

0

   16

Locked

QAM256

16

501.0

0.7

42.6

26

0

   17

Locked

QAM256

17

507.0

0.5

42.5

29

0

   18

Locked

QAM256

18

513.0

0.3

42.4

24

0

   19

Locked

QAM256

19

519.0

0.0

42.5

31

0

   20

Locked

QAM256

20

525.0

0.1

42.6

27

0

   21

Locked

QAM256

21

531.0

-0.3

42.3

28

0

   22

Locked

QAM256

22

537.0

-0.2

42.5

31

0

   23

Locked

QAM256

23

543.0

-0.1

42.4

27

0

   24

Locked

QAM256

24

549.0

-0.1

42.3

32

0

   25

Locked

QAM256

25

555.0

-0.1

42.1

24

0

   26

Locked

QAM256

26

561.0

-0.1

42.0

21

0

   27

Locked

QAM256

27

567.0

-0.2

41.9

24

0

   28

Locked

QAM256

28

573.0

-0.6

41.3

26

0

   29

Locked

QAM256

29

579.0

-0.2

41.3

28

0

   30

Locked

QAM256

30

585.0

0.3

41.5

29

0

   31

Locked

QAM256

31

591.0

0.3

42.0

27

0

   32

Locked

QAM256

32

597.0

0.3

42.0

23

0

   33

Locked

OFDM PLC

159

690.0

3.3

42.9

70002500

0

 

   Upstream Bonded Channels

 


  

   Channel

Lock Status

Channel Type

Channel ID

Symb. Rate (Ksym/sec)

Freq. (MHz)

Pwr (dBmV)

   1

Locked

SC-QAM

1

5120

35.6

45.5

   2

Locked

SC-QAM

2

5120

29.2

45.5

   3

Locked

SC-QAM

3

5120

22.8

45.5

   4

Locked

SC-QAM

4

5120

16.4

45.5

   5

Locked

SC-QAM

5

1280

39.6

46.5

 

   Downstream Frequency Setting

 

 

   Downstream Frequency Select

Question

 • 

Updated 

2 years ago

111

5

0

Oldest First
Selected Oldest First
EG

Expert

 • 

117.5K Messages

2 years ago

The signal status values at that snapshot in time were good but the error log entries indicate that something is going on. Perhaps there is intermittent 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 !

(edited)

0

0

XfinityPeterH

Official Employee

 • 

2.7K Messages

2 years ago

@glennbob please send us your full name and complete address 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.

0

0

glennbob

Contributor

 • 

316 Messages

2 years ago

Just a waste of my time. You wait 20 minutes for a reply that makes no sense and reply to it and have to wait another 20 minutes on and on and on. Wow, that explains the errors!! They did not take the time to understand my issue! I expected them to do this:

"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 check those upstream receive signal stats."

Their solution, roll a truck. Just a waste of time! I guess I should have went with the script kitties that I can't understand.

I pay too much for internet to get [Edited: Language] "customer service".  Letter to Tom is on the way!

(edited)

0

0

EG

Expert

 • 

117.5K Messages

2 years ago

Sorry that it worked out that way. 

1. I'm not them.

2. I don't train them.

3. I don't supervise them.

1

0

glennbob

Contributor

 • 

316 Messages

I totally understand and truly appreciate your help. To answer your questions I must wonder if anyone trains them or supervises them. Their reputation stays intact. It takes an extraordinary technician to deal with intermittent issues by listening to the customer, understand the problem and use experience to develop an action plan. Anybody can kick the can down the road! Thanks again for your help. I appreciate it!

2 years ago

0

EG

Expert

 • 

117.5K Messages

2 years ago

Quite welcome ! Best of luck with it !

0

0

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