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Saturday, June 15th, 2024 12:57 PM

Frequent loss of Internet Connectivity after Xfinity performed maintenance in our area

Over the last few weeks, Xfinity has been performing maintenance in our area. Since receiving notification from Xfinity that the maintenance has been completed, we have been experiencing frequent loss of Internet connectivity. I've tried doing a power cycle of our Netgear CM1200 modem and our router. Neither has resolved the problem. The outages last anywhere from 5 minutes to over 30 minutes.

This is the log from our CM1200 when the latest outage occurred:


Time Priority Description
Sat Jun 15 07:40:19 2024 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:40:14 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:40:11 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:40:11 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:40:05 2024 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:40:04 2024 Notice (6) TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:39:56 2024 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Sat Jun 15 07:39:50 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:39:45 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:39:36 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:39:34 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:39:32 2024 Notice (6) CM-STATUS message sent. Event Type Code: 6; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:39:32 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:39:32 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:39:28 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:39:12 2024 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:38:36 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:38:12 2024 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:38:11 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:37:44 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:37:30 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:37:30 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:37:24 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:37:24 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:37:22 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:37:22 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:37:15 2024 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:37:14 2024 Notice (6) TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:37:06 2024 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Sat Jun 15 07:36:52 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:36:47 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:36:39 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:36:39 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:36:38 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:36:37 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:36:34 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:35:39 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:24:11 2024 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:23:56 2024 Critical (3) UCD invalid or channel unusable;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 15 07:23:47 2024 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.1;

This is from the CM1200 Cable Connection status screen:

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 28 603000000 Hz 6.7 dBmV 43.6 dB 5774 7573
2 Locked QAM256 1 441000000 Hz 8.4 dBmV 44.9 dB 6771 8186
3 Locked QAM256 2 447000000 Hz 8.5 dBmV 45 dB 6131 8117
4 Locked QAM256 3 453000000 Hz 8.7 dBmV 45.1 dB 7008 8373
5 Locked QAM256 4 459000000 Hz 8.7 dBmV 45.1 dB 7829 9108
6 Locked QAM256 5 465000000 Hz 8.4 dBmV 44.9 dB 5890 7331
7 Locked QAM256 6 471000000 Hz 8.4 dBmV 44.9 dB 6250 7702
8 Locked QAM256 7 477000000 Hz 8.4 dBmV 44.8 dB 5439 7115
9 Locked QAM256 8 483000000 Hz 8.6 dBmV 44.9 dB 5201 6703
10 Locked QAM256 9 489000000 Hz 8.3 dBmV 44.8 dB 6046 6966
11 Locked QAM256 10 495000000 Hz 8 dBmV 44.7 dB 4736 5727
12 Locked QAM256 11 501000000 Hz 8.1 dBmV 44.7 dB 5018 6254
13 Locked QAM256 12 507000000 Hz 8.1 dBmV 44.7 dB 4900 6091
14 Locked QAM256 13 513000000 Hz 7.8 dBmV 44.6 dB 4636 5612
15 Locked QAM256 14 519000000 Hz 8 dBmV 44.6 dB 5281 6420
16 Locked QAM256 15 525000000 Hz 7.8 dBmV 44.5 dB 4656 5660
17 Locked QAM256 16 531000000 Hz 7.7 dBmV 42.9 dB 4738 6107
18 Locked QAM256 17 537000000 Hz 7.6 dBmV 44.2 dB 4246 5185
19 Locked QAM256 18 543000000 Hz 7.4 dBmV 44.4 dB 3991 5084
20 Locked QAM256 19 549000000 Hz 7.2 dBmV 44.2 dB 4042 5148
21 Locked QAM256 20 555000000 Hz 7.2 dBmV 44.2 dB 3888 4964
22 Locked QAM256 21 561000000 Hz 6.9 dBmV 44 dB 3632 4825
23 Locked QAM256 22 567000000 Hz 6.8 dBmV 44 dB 3733 4545
24 Locked QAM256 23 573000000 Hz 6.3 dBmV 43.7 dB 3493 4588
25 Locked QAM256 24 579000000 Hz 6.5 dBmV 43.8 dB 3653 4654
26 Locked QAM256 25 585000000 Hz 6.4 dBmV 43.8 dB 3549 4269
27 Locked QAM256 26 591000000 Hz 6.5 dBmV 43.7 dB 3471 4473
28 Locked QAM256 27 597000000 Hz 6.7 dBmV 43.7 dB 3258 4421
29 Locked QAM256 29 609000000 Hz 6.1 dBmV 43.5 dB 3370 4133
30 Locked QAM256 30 615000000 Hz 6.1 dBmV 43.5 dB 3286 4347
31 Locked QAM256 31 621000000 Hz 6.2 dBmV 43.5 dB 3394 4130
32 Locked QAM256 32 627000000 Hz 6 dBmV 43.3 dB 3423 3979
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 44 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 47.8 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 45.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 45.3 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 ,3 193 957000000 Hz -1.5 dBmV 38.7 dB 148 ~ 3947 761012170 577522685 1882246
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
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time:Sat Jun 15 07:42:00 2024
System Up Time:22:38:35

Any ideas on how to rectify this problem?

Official Employee

 • 

1.5K Messages

8 days ago

 

user_yv2e6c, Hi there! Thanks for spending your time to contact XFINITY over our forums page for support with those frequent losses. I rely on my internet services to work correctly for my job so I understand the inconvenience that this can cause. I am sorry to learn about this experience. We are the right team to rectify this. To get started, if you were to run an internet health test via the Xfinity app, what results does it pull for you?

 

(edited)

2 Messages

@XfinityGabriel​ I did go through the Xfinity troubleshooter when one of the incidents occurred on Sunday. Xfinity was unable to contact my modem and recommended scheduling an onsite technician. I decided to wait until Monday to schedule. After leaving the call, I disconnected the coax from the modem and did a factory reset. Since doing that, I have not had a problem in 16 hours.

The suspicious thing is that the connectivity problems started happening after Xfinity was performing maintenance in our area on 6/11. After I received notification that the maintenance was complete, the problems started. 

I'm keeping my fingers crossed that the modem factory reset fixed the problem.

Official Employee

 • 

1.5K Messages

 

user_yv2e6c, Thanks for sharing these details. What I would like to do from here is see how it goes over the next 24 hours and check back in with you to ensure the reset did the trick. Sound like a plan?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

 • 

1.5K Messages

 

user_yv2e6c, Hi there! I just wanted to check back in with you to see how everything is working today.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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