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user_ln042f
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Friday, September 15th, 2023 4:43 PM

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Frequent MDD timeouts causing packet loss and streaming drops

Over the past few weeks we've had frequent issues of bursts of MDD timeouts causing packet loss and streaming media to drop/stutter.

Here are the messages in the event log, note that the start of the log is after factory resetting the modem as a troubleshooting step. 

EDIT: removed MAC addresses

Fri Sep 15 10:26:02 2023 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:25:40 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:24:54 2023 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:24:45 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:24:42 2023 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:24:30 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:24:23 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 1; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:24:20 2023 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:23:00 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:22:48 2023 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:21:17 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:21:09 2023 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:20:28 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:19:49 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:19:20 2023 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:18:14 2023 (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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:16:10 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:06:43 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:06:33 2023 (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.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 10:02:51 2023 (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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:59:36 2023 (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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:58:01 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:57:48 2023 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:57:41 2023 (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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:56:03 2023 (Notice (6)) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:38:48 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:38:21 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 1; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:38:19 2023 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:38:17 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:37:57 2023 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:36:23 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:36:11 2023 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:36:03 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 21; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:36:03 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:36:03 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 20; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:35:48 2023 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:33:37 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:33:28 2023 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:22:32 2023 (Notice (6)) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 15 09:08:33 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

Here is the current connection status which from what I can tell means all our signals are otherwise good and stable 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 44 663000000 Hz 3.9 dBmV 43.4 dB 1 0
2 Locked QAM256 13 471000000 Hz 2.6 dBmV 43.6 dB 0 0
3 Locked QAM256 14 477000000 Hz 2.5 dBmV 43.7 dB 0 0
4 Locked QAM256 15 483000000 Hz 2.7 dBmV 43.8 dB 0 0
5 Locked QAM256 16 489000000 Hz 2.7 dBmV 43.7 dB 0 0
6 Locked QAM256 17 495000000 Hz 2.6 dBmV 43.6 dB 0 0
7 Locked QAM256 18 507000000 Hz 2.4 dBmV 43.6 dB 0 0
8 Locked QAM256 19 513000000 Hz 2.6 dBmV 43.7 dB 0 0
9 Locked QAM256 20 519000000 Hz 2.8 dBmV 43.8 dB 0 0
10 Locked QAM256 21 525000000 Hz 3.1 dBmV 43.9 dB 0 0
11 Locked QAM256 22 531000000 Hz 3.3 dBmV 44.0 dB 0 0
12 Locked QAM256 23 537000000 Hz 3.4 dBmV 44.0 dB 0 0
13 Locked QAM256 24 543000000 Hz 3.0 dBmV 43.9 dB 0 0
14 Locked QAM256 25 549000000 Hz 3.2 dBmV 44.0 dB 0 0
15 Locked QAM256 26 555000000 Hz 3.3 dBmV 44.0 dB 0 0
16 Locked QAM256 27 561000000 Hz 3.3 dBmV 43.6 dB 0 0
17 Locked QAM256 28 567000000 Hz 3.1 dBmV 43.1 dB 0 0
18 Locked QAM256 29 573000000 Hz 2.6 dBmV 43.4 dB 0 0
19 Locked QAM256 30 579000000 Hz 2.2 dBmV 43.3 dB 0 0
20 Locked QAM256 31 585000000 Hz 2.2 dBmV 43.3 dB 0 0
21 Locked QAM256 32 591000000 Hz 2.3 dBmV 43.2 dB 0 0
22 Locked QAM256 33 597000000 Hz 3.2 dBmV 43.4 dB 0 0
23 Locked QAM256 34 603000000 Hz 3.6 dBmV 43.7 dB 0 0
24 Locked QAM256 35 609000000 Hz 3.8 dBmV 43.8 dB 0 0
25 Locked QAM256 36 615000000 Hz 3.5 dBmV 43.7 dB 0 0
26 Locked QAM256 37 621000000 Hz 3.4 dBmV 43.6 dB 0 0
27 Locked QAM256 38 627000000 Hz 2.9 dBmV 43.3 dB 0 0
28 Locked QAM256 39 633000000 Hz 2.7 dBmV 43.1 dB 0 0
29 Locked QAM256 40 639000000 Hz 2.7 dBmV 43.1 dB 0 0
30 Locked QAM256 41 645000000 Hz 2.5 dBmV 42.9 dB 0 0
31 Locked QAM256 42 651000000 Hz 2.6 dBmV 43.0 dB 0 0
32 Locked QAM256 43 657000000 Hz 3.0 dBmV 43.3 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 41.3 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 41.5 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 41.8 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 42.0 dBmV
5 Locked ATDMA 5 2560 Ksym/sec 40400000 Hz 40.8 dBmV
6 Locked ATDMA 6 2560 Ksym/sec 10400000 Hz 40.8 dBmV
7 Not Locked Unknown 0 0 0 0.0 dBmV
8 Not Locked Unknown 0 0 0 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock Status 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 690000000 Hz 3.68 dBmV 2.8 dB 1108 ~ 2987 55771285 33994995 17948
2 Not Locked 0 0 0 Hz 0 dBmV 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

In troubleshooting I have also checked all wires inside the house for a snug fit. There are also no splitters in the line, it is a direct connection only to the modem as we don't use other services. 

The only thing that changed between when the internet was stable and now is we got a notification about an outage that got fixed, it seems like our connection got more unstable after the fix was implemented. 

Question

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Updated 

2 years ago

 • Edited

87

3

Accepted Solution

user_ln042f

Visitor

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14 Messages

2 years ago

Over the past few weeks I've been working with xfinity chat and techs to narrow down the issue. What seems to have been the ultimate issue as confirmed by the last tech was a bad a fiber line that was servicing our area causing packet loss and drops. That bad line has been replaced and the internet is tentatively looking much better. Adding this to keep people updated on what appears to be the resolution and will mark this as solved if everything stays stable over the next day or so. 

TL;DR an issue further up the line was causing signal issues to our entire area.

0

user_ln042f

Visitor

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14 Messages

2 years ago

To add to this when the MDD timeout occurs the downstream light will start blinking and the modem status page will show status poor with downstream in partial service mode. 

(edited)

1

0

XfinityThomasC

Official Employee

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2.5K Messages

Hello, @user_In042f Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future, we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.” We will continue to assist you in DM going forward. 

 

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

2 years ago

0

EG

Expert

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110.3K Messages

2 years ago

@user_ln042f @XfinityThomasC 

Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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