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Supernerd2004
1st Topic

2 Messages

Wednesday, December 6th, 2023 4:52 PM

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Frequent Internet Outages With Dynamic Range Window Violation Errors

Hello!

 

I have been experiencing frequent internet outages over the last 3 weeks which only last for a few minutes but are extremely disruptive to my ability to stay connected to Teams calls. I've had two Xfinity techs out to the house who have tried removing splitters and replacing cables within the house without any improvement to the stability of my service. I've replaced my cable modem per Xfinity, coming from an SB8200 and moving to an S33.

 

I'm quickly running out of ideas and would appreciate any assistance on how I should move forward resolving this issue.

The modem has been rebooted recently, so the number of corrected and collectables are low, but they accumulate into the 10s of thousands over a single day.

 

My modem logs show the following error types:

 

5/12/2023
18:56:48		 5 Dynamic Range Window violation
5/12/2023
18:56:48		 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
5/12/2023
19:08:56		 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
5/12/2023
19:08:58		 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXXX-QOS=1.1;CM-VER=3.1;

 

This is an example of the short outages from Ping Plotter:

 

 

Thanks for your time and please let me know if you need any additional information from the modem.

 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 417000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
1 Locked QAM256 417000000 Hz 8 dBmV 39 dB 5661 2382
2 Locked QAM256 423000000 Hz 8 dBmV 39 dB 5751 1845
3 Locked QAM256 429000000 Hz 8 dBmV 39 dB 5332 1692
4 Locked QAM256 435000000 Hz 7 dBmV 39 dB 5717 1538
5 Locked QAM256 441000000 Hz 7 dBmV 39 dB 5577 1286
6 Locked QAM256 447000000 Hz 7 dBmV 39 dB 5431 937
7 Locked QAM256 453000000 Hz 7 dBmV 39 dB 5169 1053
8 Locked QAM256 459000000 Hz 8 dBmV 39 dB 5006 1344
9 Locked QAM256 465000000 Hz 8 dBmV 39 dB 4993 1154
10 Locked QAM256 471000000 Hz 8 dBmV 40 dB 4885 1111
11 Locked QAM256 477000000 Hz 8 dBmV 39 dB 4714 911
12 Locked QAM256 483000000 Hz 8 dBmV 39 dB 4245 761
13 Locked QAM256 489000000 Hz 8 dBmV 39 dB 4104 538
14 Locked QAM256 495000000 Hz 8 dBmV 40 dB 3945 616
15 Locked QAM256 507000000 Hz 8 dBmV 39 dB 3777 533
16 Locked QAM256 513000000 Hz 8 dBmV 40 dB 3613 368
17 Locked QAM256 519000000 Hz 8 dBmV 39 dB 3471 359
18 Locked QAM256 525000000 Hz 8 dBmV 39 dB 3055 330
19 Locked QAM256 531000000 Hz 8 dBmV 39 dB 2696 303
20 Locked QAM256 543000000 Hz 8 dBmV 39 dB 2319 95
21 Locked QAM256 549000000 Hz 8 dBmV 39 dB 2611 212
22 Locked QAM256 555000000 Hz 8 dBmV 39 dB 2727 226
23 Locked QAM256 561000000 Hz 8 dBmV 39 dB 2952 268
24 Locked QAM256 567000000 Hz 9 dBmV 39 dB 3030 205
25 Locked QAM256 573000000 Hz 9 dBmV 39 dB 2875 248
26 Locked QAM256 579000000 Hz 9 dBmV 39 dB 2470 257
27 Locked QAM256 585000000 Hz 9 dBmV 39 dB 2574 211
28 Locked QAM256 591000000 Hz 9 dBmV 39 dB 2181 123
29 Locked QAM256 597000000 Hz 9 dBmV 39 dB 1969 114
30 Locked QAM256 603000000 Hz 9 dBmV 39 dB 1656 51
31 Locked QAM256 609000000 Hz 9 dBmV 39 dB 1647 124
32 Locked QAM256 615000000 Hz 9 dBmV 39 dB 2104 110
159 Locked OFDM PLC 722000000 Hz 10 dBmV 39 dB 526353500 11


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 10400000 Hz 3200000 48.0 dBmV
2 Locked SC-QAM 16400000 Hz 6400000 44.0 dBmV
3 Locked SC-QAM 22800000 Hz 6400000 44.5 dBmV
4 Locked SC-QAM 29200000 Hz 6400000 45.5 dBmV
5 Locked SC-QAM 35600000 Hz 6400000 45.0 dBmV
6 Locked SC-QAM 40400000 Hz 3200000 46.5 dBmV



Question

 • 

Updated 

1 year ago

190

3

0

Accepted Solution

CCJodie

Problem Solver

 • 

1.3K Messages

1 year ago

@Supernerd2004 Happy to know that the work in the area by our local tech team was able to fix the ongoing service interruptions. Thank you for your patience while this went on! 

0

0

XfinityKrista

Official Employee

 • 

1.5K Messages

1 year ago

Hello @Supernerd2004, thank you for taking the time to reach out on social media.  I understand your concern with the connection, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete 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 "Direct Message” 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

0

0

user_db1346

Contributor

 • 

34 Messages

1 year ago

@Supernerd2004 did they actually fix the issue? I'm in the exact same boat you were/are in.

1

0

Supernerd2004

2 Messages

@user_db1346 -  Yes - A maintenance crew was able to fix something on the utility poles leading to my neighborhood. I was able to determine this was a neighborhood issue by running ping tests from two separate households and confirming the outages to both houses matched. I used a piece of software called ping plotter which was extremely helpful for this process. Hope this helps!

1 year ago

0

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