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ckevin90
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6 Messages

Tuesday, January 16th, 2024 5:25 AM

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High number of Uncorrected packets. Frequent internet disconnects.

I have an Arris T25 modem, and I am disconnecting for ~5-15 seconds ~10-15 times a day. 

When checking my modem's page, on my downstream parameters, I am getting thousands of uncorrectables (2000-8000 depending on downstream channel).

I had bought a new router and modem trying to fix my connectivity issues before coming across this status page. I have tried requesting Xfinity technicians to check the connection to the street, but I am being rejected over and over by the AI bot since they see no issue on their end. Any help would be appreciated.

Downstream QAM

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 1 417.00 MHz 10.10 dBmV 37.64 dB 256QAM 494187484025 6571 2467
Downstream 2 2 423.00 MHz 10.30 dBmV 37.36 dB 256QAM 2466899901 5759 2456
Downstream 3 3 429.00 MHz 10.50 dBmV 37.64 dB 256QAM 2467506066 7670 2573
Downstream 4 4 435.00 MHz 10.70 dBmV 37.64 dB 256QAM 2463805753 5996 2171
Downstream 5 5 441.00 MHz 10.90 dBmV 38.61 dB 256QAM 1993661367 5290 3409
Downstream 6 6 447.00 MHz 10.90 dBmV 38.61 dB 256QAM 2179766429 4401 2502
Downstream 7 7 453.00 MHz 11.00 dBmV 38.61 dB 256QAM 2179559132 3881 2387
Downstream 8 8 459.00 MHz 11.40 dBmV 38.61 dB 256QAM 2177951398 3837 3229
Downstream 9 9 465.00 MHz 11.60 dBmV 38.61 dB 256QAM 4478517977 3213 2494
Downstream 10 10 471.00 MHz 11.80 dBmV 38.61 dB 256QAM 2549734286 3195 2277
Downstream 11 11 477.00 MHz 12.20 dBmV 37.64 dB 256QAM 2549774553 3744 3485
Downstream 12 12 483.00 MHz 12.30 dBmV 38.61 dB 256QAM 2550594317 3068 3100
Downstream 13 13 489.00 MHz 12.70 dBmV 38.61 dB 256QAM 1775040573 2665 2412
Downstream 14 14 495.00 MHz 13.00 dBmV 38.61 dB 256QAM 1824480184 3168 3268
Downstream 15 15 507.00 MHz 13.10 dBmV 38.61 dB 256QAM 1824275516 2321 3851
Downstream 16 16 513.00 MHz 13.10 dBmV 37.64 dB 256QAM 1823914406 1922 3362
Downstream 17 17 519.00 MHz 13.20 dBmV 37.64 dB 256QAM 1974547457 1786 3161
Downstream 18 18 525.00 MHz 13.40 dBmV 38.98 dB 256QAM 2090438344 1721 2626
Downstream 19 19 531.00 MHz 13.40 dBmV 38.61 dB 256QAM 2093381768 2284 8047
Downstream 20 20 543.00 MHz 13.60 dBmV 37.64 dB 256QAM 2092932673 2428 7862
Downstream 21 21 549.00 MHz 13.40 dBmV 38.61 dB 256QAM 1589547022 1642 4148
Downstream 22 22 555.00 MHz 13.40 dBmV 37.64 dB 256QAM 1603101055 1601 4728
Downstream 23 23 561.00 MHz 13.60 dBmV 38.61 dB 256QAM 1602995049 1787 6234
Downstream 24 24 567.00 MHz 13.50 dBmV 38.61 dB 256QAM 1602433200 1157 4198
Downstream 25 25 573.00 MHz 13.40 dBmV 37.64 dB 256QAM 2013389928 1940 8396
Downstream 26 26 579.00 MHz 13.40 dBmV 37.64 dB 256QAM 2154735765 1402 5231
Downstream 27 27 585.00 MHz 13.60 dBmV 37.64 dB 256QAM 2155401916 1331 4468
Downstream 28 28 591.00 MHz 13.80 dBmV 37.64 dB 256QAM 2154132997 1617 5325
Downstream 29 29 597.00 MHz 13.50 dBmV 37.64 dB 256QAM 1970637622 983 3182
Downstream 30 30 603.00 MHz 13.30 dBmV 37.64 dB 256QAM 2011437421 926 3364
Downstream 31 31 609.00 MHz 13.50 dBmV 37.64 dB 256QAM 2012265614 1180 3102
Downstream 32 32 615.00 MHz 13.30 dBmV 37.64 dB 256QAM 2011210703 1248 4237

Question

 • 

Updated 

1 year ago

 • Edited

134

5

0

EG

Expert

 • 

111K Messages

1 year ago

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.


The downstream power is too high. It may be over-driving the front-end receiver circuit of the modem. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels. The SNR's could be higher as well. Please also post the upstream channel power level values.

1

0

EG

Expert

 • 

111K Messages

1 year ago

OK, are there any modem RF error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.

0

0

ckevin90

6 Messages

1 year ago

Date Time Event ID Event Level Description
12/2/2023 10:49 74010100 6 CM-STATUS message sent. Event Type Code: 6; Chan ID: 5; 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;
12/2/2023 10:49 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:49 82000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:50 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:50 74010100 6 CM-STATUS message sent. Event Type Code: 6; Chan ID: 5; 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;
12/2/2023 10:50 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:51 82000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:52 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:52 74010100 6 CM-STATUS message sent. Event Type Code: 6; Chan ID: 5; 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;
12/2/2023 10:52 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:53 82000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:54 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:54 74010100 6 CM-STATUS message sent. Event Type Code: 6; Chan ID: 5; 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;
12/2/2023 10:54 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:55 82000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:56 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:56 74010100 6 CM-STATUS message sent. Event Type Code: 6; Chan ID: 5; 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;
12/2/2023 10:56 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:57 82000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:58 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:58 74010100 6 CM-STATUS message sent. Event Type Code: 6; Chan ID: 5; 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;
12/2/2023 10:58 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 10:59 82000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 11:00 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 11:00 74010100 6 CM-STATUS message sent. Event Type Code: 6; Chan ID: 5; 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;
12/2/2023 11:00 67050300 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/2/2023 11:00 74010100 6 CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: 313161; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/4/2023 19:38 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/10/2023 10:21 74010100 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 18; 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;
12/10/2023 17:07 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/13/2023 12:12 74010100 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 18; 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;
12/14/2023 5:23 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/16/2023 11:10 74010100 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 18; 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;
12/16/2023 16:20 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/16/2023 16:33 67050300 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/17/2023 6:53 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/21/2023 9:23 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 16:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/21/2023 9:35 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM--MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/21/2023 9:47 67050300 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/22/2023 8:12 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/23/2023 12:27 74010100 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 26; 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;
12/23/2023 17:50 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/26/2023 15:46 74010100 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 26; 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;
1/3/2024 3:26 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
1/4/2024 10:22 74010100 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
1/4/2024 21:42 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
1/9/2024 8:42 74010100 6 CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
1/9/2024 12:18 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
1/14/2024 16:17 74010100 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 18; 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;

0

0

EG

Expert

 • 

111K Messages

1 year ago

Is there a drop amplifier on the coax cable line leading to the modem ? If so, try removing / bypassing it and see. If not, you can try installing a -6 dB forward path-only attenuator pad such as this one on the coax port on the rear of the modem to knock that power level down and see;


https://www.amazon.com/FPA6-54-Forward-Attenuator-DOCSIS-Internet/dp/B08KTRC3XZ 

You could even try piggybacking two of them together if one doesn't lower the downstream power enough.  


It won't affect the upstream power level which is within spec. Good luck ! And remember. YMMV.

1

ckevin90

6 Messages

I haven't seen any amplifiers around, that was my first troubleshoot after seeing this. You confirmed what I thought to do next. Thank you so much for the help!

1 year ago

0

EG

Expert

 • 

111K Messages

1 year ago

Quite welcome ! If there is nothing that can be done to improve the connection quality, then you'll need a tech visit as stated. 


Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

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