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user_4hvr23
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Saturday, August 9th, 2025

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Having MASSIVE ISSUES with my home internet after Comcast upgraded network around my apt, please help.

Hello, I am hoping to get help here with several problems I am having with my internet for the past 2 and half months. These issues have prevented me from working at my home and enjoying my off time.

My problems are:

High latency spikes

Disconnects

Time outs

Long loading times for media

Gimped speed

These issues started about 2 and a half months ago (i do not have exact day.) when Comcast came and 'updated' the internet in my area. Right after this happened I started having major issues with my internet.

I have tried SO MANY things to fix this.....

At first i thought it was the DoS, ACK and SYN floods taking it out. So I replaced my router with a RAX54v2 Netgear one, stealthed my ports and updated all Fearmwear. Called to change IP address (Comcast can not change IP address since it is Dynamic. I unplugged everything for an entire day.. IP never changed.... idk why.)  Did not work.

I contacted Netgear, they trouble shot with me for hours and that did nothing.

I re-configured my new router up and down, nope.

So, I thought it must be the modem. I got a new CM2500 up from my CM600 and THOUGHT this would surely fix it... NOPE! Having even MORE drops and issues. UGH!

So I went into modem logs to see if there was anything... THERE WAS A LOT!

MDD message timeout
Dynamic Range Window violation
Started Unicast Maintenance Ranging - No Response received - T3 time-out
RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW
CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA
CM-STATUS message sent. Event Type Code: 2; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA
CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 14 15 16 17 18 19 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A

Here are the specs of my modem, logs and fermwear version.

FW Version: V5.01.02

Cable Diagnostic

Status: Good

Action:
Your setup looks fine.

CM Status: Good

Downstream Status: Good

    Downstream Power Level: Good

    Downstream SNR Level: Good

Upstream Status: Good

    Upstream Power Level: Good


Current Time: Fri Aug 08 14:30:59 2025

Startup Procedure
Acquire Downstream Channel: 495000000 Hz  Locked
Connectivity State:          OK       Operational
Boot State:                  OK       Operational
Security:                   Enabled   BPI+
IP Provisioning Mode:       Honor MDD   IPv6 only


Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID  Frequency     Power    SNR   Correctables Uncorrectables     
      1     Locked     QAM256     20     495000000 Hz     -0.1     44.7     0     0
      2     Locked     QAM256     13     453000000 Hz     -0.6     44.6     0     0
      3     Locked     QAM256     14     459000000 Hz     -0.5     44.6     0     0
      4     Locked     QAM256     15     465000000 Hz     -0.3     44.7     0     0
      5     Locked     QAM256     16     471000000 Hz     -0.1     44.8     0     0
      6     Locked     QAM256     17     477000000 Hz     -0.1     44.8     0     0
      7     Locked     QAM256     18     483000000 Hz     -0.1     44.8     0     0
      8     Locked     QAM256     19     489000000 Hz     -0.1     44.7     0     0
      9     Locked     QAM256     21     501000000 Hz     0     44.7     0     0
     10     Locked     QAM256     22     507000000 Hz     0.1     44.8     0     0
     11     Locked     QAM256     23     513000000 Hz     0.1     44.9     0     0
     12     Locked     QAM256     24     519000000 Hz     0.1     44.8     0     0
     13     Locked     QAM256     25     525000000 Hz     0.4     44.9     0     0
     14     Locked     QAM256     26     531000000 Hz     0.4     44.9     0     0
     15     Locked     QAM256     27     537000000 Hz     0.3     44.8     0     0
     16     Locked     QAM256     28     543000000 Hz     0.2     44.7     0     0
     17     Locked     QAM256     29     549000000 Hz     0.1     44.6     0     0
     18     Locked     QAM256     30     555000000 Hz     0.1     44.6     0     0
     19     Locked     QAM256     31     561000000 Hz     0.2     44.7     0     0
     20     Locked     QAM256     32     567000000 Hz     0.3     44.6     0     0
     21     Locked     QAM256     33     573000000 Hz     0.1     44.5     0     0
     22     Locked     QAM256     34     579000000 Hz     -0.2     44.4     0     0
     23     Locked     QAM256     35     585000000 Hz     -0.3     44.3     0     0
     24     Locked     QAM256     36     591000000 Hz     -0.1     44.5     0     0
     25     Locked     QAM256     37     597000000 Hz     -0.3     44.3     0     0
     26     Locked     QAM256     38     603000000 Hz     -0.6     44.1     0     0
     27     Locked     QAM256     39     609000000 Hz     -0.8     44.1     0     0
     28     Locked     QAM256     40     615000000 Hz     -1     43.9     0     0
     29     Locked     QAM256     41     621000000 Hz     -1     43.9     0     0
     30     Locked     QAM256     42     627000000 Hz     -1.1     43.8     0     0
     31     Locked     QAM256     43     633000000 Hz     -1.3     43.6     0     0
     32     Locked     QAM256     44     639000000 Hz     -1.6     43.2     0     0

Upstream Bonded Channels
Channel   LockedStatus  ChannelType ChannelID   SymbolRate        Frequency       Power     
      1       Locked       ATDMA     19       5120 Ksym/sec       29200000 Hz       47.0 dBmV
      2       Locked       ATDMA     18       5120 Ksym/sec       22800000 Hz       47.0 dBmV
      3       Locked       ATDMA     17       5120 Ksym/sec       16400000 Hz       47.0 dBmV
      4       Locked       ATDMA     20       5120 Ksym/sec       35600000 Hz       47.3 dBmV
      5       Not Locked       Unknown      0       0       0       0.0
      6       Not Locked       Unknown      0       0       0       0.0
      7       Not Locked       Unknown      0       0       0       0.0
      8       Not Locked       Unknown      0       0       0       0.0

Downstream OFDM Channels
Channel   LockedStatus  ProfileID  ChannelID    Frequency       Power       SNR/MER    ActiveSubcarrier    Unerror    Correctable   Uncorrectable
      1     Locked     0 ,1 ,2 ,3     193     722000000 Hz     -1.82 dBmV     42.8 dB     388 ~ 3707     104554559     81155641     0
      2     Locked     0 ,1 ,2 ,3     194     957000000 Hz     -5.02 dBmV     40.0 dB     148 ~ 3947     104542936     81548365     0

Upstream OFDMA Channels
Channel   LockedStatus    ProfileID    ChannelID    Frequency       Power
      1     Locked     12 ,13     43     36200000 Hz     42.0 dBmV
      2     Not Locked     0      0                    0 Hz          0 dBmV

Event Log
         Time               Priority     Description
Fri Aug 08 14:27:59 2025     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 14 15 16 17 18 19 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 08 14:27:18 2025     Warning (5)     MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 08 14:07:19 2025     Critical (3)     Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 08 13:45:28 2025     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 14 15 16 17 18 19 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 08 13:44:47 2025     Warning (5)     MDD message timeout;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 08 13:17:58 2025     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 14 15 16 17 18 19 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 08 13:17:20 2025     Warning (5)     MDD message timeout;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 08 12:42:06 2025     Critical (3)     Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 08 12:37:12 2025     Notice (6)     CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 14 15 16 17 18 19 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 08 12:36:36 2025     Warning (5)     MDD message timeout;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;

So i looked this all up and came to a few options of what to do next:

1. Comcast messed something up outside my apartment complex when updating so i need to wait for Tech to come out to fix it AGAIN.

2. My new modem is TOO powerful for the old wiring in my complex so I will have to return it and buy a less powerful model.

3. OR I just surrender and rent a gateway. Which will cost me a lot more in the long run.

Any help would be much apricated and I really need this to be solved so I can work.

Thank you so much!

Question

 • 

Updated 

10 days ago

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XfinityQuemekia

Official Employee

 • 

468 Messages

15 days ago

Hi @user_4hvr23, as someone who works from home, I truly understand the importance of having a steady reliable connection. Thanks for letting us know about all the work you have put in trying to resolve your connection problem.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, so that we could look more into your connection concerns.

To send a "Direct 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.

3

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user_4hvr23

9 Messages

Hello and thank you for responding.

Yes, I have contacted Xfibity again, 3erd time now. Someone messed up my time slot for a tech to come out, missed him, now waiting for another tech to come out on Tuesday, tommarow, to take a look.

Meanwhile I've done some experiments to make absolutely sure this problem has nothing to do with any of the equipment I have.

I returned the cm2500 modem, downgraded to a cm1000v2. Same issues and now super slow speeds with the cm1000v2. 

Download/Upload

Our plan is 800/100

Cm2500 gave 900/150

Cm1000 gives 500/6

So now im thinking, its the wireing outside of the apartment and the box and has nothing to do with how powerful the modem is. 

I think im going to go back today, return the cm1000 and get back the cm2500 because that was the better modem and most up to date, won't be replaced anytime soon, modem.

Been through heck trying to figure this out and really hope the tech can fix it this time...

Thank you for your help in getting an apt. Set up.

14 days ago

0

EG

Expert

 • 

112.8K Messages

@user_4hvr23​ 

FWIW. Whatever else may be going on, the CM1000 is not compatible with their new Next Gen / mid-split /enhanced upload speeds. Good luck !
 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

14 days ago

0

XfinityThomasB

Official Employee

 • 

2.2K Messages

user_4hvr23 Appreciate the details! I would like to take a peek at the current signal diagnostics. That would be the best option to ensure we isolate any hiccups. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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

14 days ago

0

EG

Expert

 • 

112.8K Messages

15 days ago

@user_4hvr23 @XfinityQuemekia 

Please circle back here and post any possible solutions for the issue here in these open public 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.

2

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user_4hvr23

9 Messages

Ended up going to xfinity store and renting a gateway on the new 5 year plan.

The gateway works well and soved all the issues I was haveing.

10 days ago

XfinityQuemekia

Official Employee

 • 

468 Messages

Thanks for checking back in with us @user_4hvr23! We are glad to know your connection issues have been resolved with updating your equipment! Thank you for being a part of Xfinity Forum Community, have an amazing rest of your evening! 

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

10 days ago

0

EG

Expert

 • 

112.8K Messages

10 days ago

@user_4hvr23 

Thanks for the update ! Glad you got it squared away ! Now closing your solved topic.

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