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br_k230
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Sunday, August 13th, 2023 8:07 PM

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If Motorola MB8611's don't really work very well,

then why are they listed as an acceptable cable modem? My connection goes down for several minutes to a half hour at a time, mostly starting since a tree took out the cable line 1 1/2 miles from my house. As per normal, Xfinity is certain that it's my fault, but they come out and they say, "it looks good to me" and leave. Many other threads have this same issue with this modem.

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2 years ago

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br_k230

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2 years ago

it remains private. How can I get it unmarked so folks will actually see it?

Note: This comment was created from a merged conversation originally titled There's nothing private in my post, nevertheless ...

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EG

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2 years ago

Please also copy all of the text in its entirety of the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers and paste them into your next post.

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br_k230

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@EG​ 

PLEASE NOTE: it's working fine right now, so these numbers are NOT representative of the numbers during an outage. I can screenshot them again at the next outage and, after it eventually comes back up, post them.  BTW, what caused the initial posting to be marked "private"? I was unable to remove that tag.

2 years ago

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EG

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2 years ago

The forum bot did it automatically. Even though the MAC addresses were blurred out, it's because you posted a pic of the log entries instead of pasting the text. All pics must first be reviewed and approved by a moderator before they can be displayed publicly.

So the stats were OK (just a tad on the high side) at that snapshot in time, but there were a fair number of bit errors (depending on the uptime of the modem). Those are typically caused by spurious noise leaking into the line(s) somewhere.

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br_k230

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@EG​

System Up Time 1 days 17h:48m:27s

I'm willing to believe that there are more-than-normal bit errors. This problem has been occurring since mid-July when a tree broke the main neighborhood trunk about 1 1/2 miles from my house. I complained and the solution was to schedule a tech appointment for today. Then, later, they said, "We fixed something so your problem may be gone." Consequently, I deferred the appointment until tomorrow, but I got more glitches anyway. The log seems to show it was down around 1AM this morning, but I slept through that. :)

ALSO: you could tell your programmers to make this message window of an adjustable size. Scrolling through such a tiny window obliterating MAC addresses is a nuisance. Easier with more space and changing the box type is trivial.

ALSO: why are the MAC addresses "private" anyway? I can't fathom what anyone would be able to do with it, unless they lived in a neighborhood serviced by 69.139.199.205 and even then it wouldn't buy much.

01:20:32
Mon Aug 14 2023		   Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=********;CMTS-MAC=********;CM-QOS=1.1;CM-VER=3.1;
    01:20:32
Mon Aug 14 2023		   Warning (5)   Dynamic Range Window violation
    01:20:32
Mon Aug 14 2023		   Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=********;CMTS-MAC=********;CM-QOS=1.1;CM-VER=3.1;
    01:20:32
Mon Aug 14 2023		   Warning (5)   Dynamic Range Window violation
    01:20:32
Mon Aug 14 2023		   Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=********;CMTS-MAC=********;CM-QOS=1.1;CM-VER=3.1;
    01:20:32
Mon Aug 14 2023		   Warning (5)   Dynamic Range Window violation
    01:20:32
Mon Aug 14 2023		   Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=********;CMTS-MAC=********;CM-QOS=1.1;CM-VER=3.1;
    01:20:32
Mon Aug 14 2023		   Warning (5)   Dynamic Range Window violation
    01:20:32
Mon Aug 14 2023		   Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=********;CMTS-MAC=********;CM-QOS=1.1;CM-VER=3.1;
    01:20:32
Mon Aug 14 2023		   Warning (5)   Dynamic Range Window violation
    08:02:38
Mon Aug 14 2023		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=********;CMTS-MAC=********;CM-QOS=1.1;CM-VER=3.1;

(edited)

2 years ago

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EG

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2 years ago

I don't make policy. And they are not my "programmers" as I am a volunteer here, not an employee. 

That said. Good luck with the tech visit tomorrow ! Please post back here with how things turn out afterward, thanks.

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br_k230

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@EG​ Right. You ("EG") aren't an employee. Employees do, occasionally, meander these pages. One of them needs to deal with it. There's also Xfinity chat, but those folks, though employed by Xfinity, are "contractors" working for a contractor who works for a contractor amalgamator that is finally under contract to Comcast. It's an ugly business and I suspect they don't have any more influence than you do. :( (FYI, I've been dealing with them and phone support [similar "employment"] for hours on end for the last two months. Since AT&T bailed, Comcast is the only wired connection in the neighborhood. It shows in their "service.")

ANYWAY, thank you for your help. The net will go down again today at some point, and I'll capture the dB state at that time & post it.

2 years ago

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EG

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@br_k230​ said:

@EG​ Right. You ("EG") aren't an employee. Employees do, occasionally, meander these pages. One of them needs to deal with it.

OK well the phrasing of your comment seemed like you were addressing me directly. My bad if I were mistaken.

ANYWAY, thank you for your help.

My pleasure !

(edited)

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

2 years ago

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br_k230

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@EG​ P.S. I was actually addressing anybody who was listening and could do something about it. Since you're not able, ... ;)

2 years ago

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br_k230

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2 years ago

Just went down at 1:02 PM PST (2:02 PM PDT)

> cat tmp/modem-msgs.txt

   Event Log  

  

   Time  Priority  Description 

   12:58:57

Mon Aug 14 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   12:59:15

Mon Aug 14 2023 Notice (6) CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 6; 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;

   12:59:39

Mon Aug 14 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   12:59:46

Mon Aug 14 2023 Notice (6) CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 6; 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;

   13:00:04

Mon Aug 14 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:00:16

Mon Aug 14 2023 Notice (6) CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 6; 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;

   13:02:25

Mon Aug 14 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:02:28

Mon Aug 14 2023 Critical (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;

   13:02:29

Mon Aug 14 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:02:29

Mon Aug 14 2023 Critical (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;

   13:02:33

Mon Aug 14 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:02:34

Mon Aug 14 2023 Critical (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;

   13:02:43

Mon Aug 14 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:02:43

Mon Aug 14 2023 Critical (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;

   13:02:55

Mon Aug 14 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:02:58

Mon Aug 14 2023 Notice (6) Honoring MDD; IP provisioning mode = IPv6

   13:03:07

Mon Aug 14 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;

   13:04:12

Mon Aug 14 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:04:14

Mon Aug 14 2023 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:07:46

Mon Aug 14 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:13:28

Mon Aug 14 2023 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:13:28

Mon Aug 14 2023 Warning (5) Dynamic Range Window violation

   13:13:28

Mon Aug 14 2023 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:13:28

Mon Aug 14 2023 Warning (5) Dynamic Range Window violation

   13:13:28

Mon Aug 14 2023 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:13:28

Mon Aug 14 2023 Warning (5) Dynamic Range Window violation

   13:13:28

Mon Aug 14 2023 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:13:28

Mon Aug 14 2023 Warning (5) Dynamic Range Window violation

   13:13:28

Mon Aug 14 2023 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:13:28

Mon Aug 14 2023 Warning (5) Dynamic Range Window violation

   13:13:28

Mon Aug 14 2023 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=??:??:??:??:??:??;CMTS-MAC=??:??:??:??:??:??;CM-QOS=1.1;CM-VER=3.1;

   13:13:28

Mon Aug 14 2023 Warning (5) Dynamic Range Window violation

Downstream Bonded Channels  

  

   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected

   1 Locked QAM256 20 459.0 3.3 41.0 20529 4765

   2 Locked QAM256 4 363.0 3.9 40.9 28896 12326

   3 Locked QAM256 5 369.0 4.0 41.1 26421 11297

   4 Locked QAM256 6 375.0 4.0 41.3 24238 10837

   5 Locked QAM256 7 381.0 4.1 41.2 23894 9148

   6 Locked QAM256 8 387.0 4.1 41.3 23407 9017

   7 Locked QAM256 9 393.0 4.0 41.1 23276 8481

   8 Locked QAM256 10 399.0 3.8 41.2 23358 7805

   9 Locked QAM256 11 405.0 3.8 41.1 23224 7046

   10 Locked QAM256 12 411.0 3.8 41.1 22121 6180

   11 Locked QAM256 13 417.0 3.5 41.0 22376 8328

   12 Locked QAM256 14 423.0 3.5 41.0 21216 7109

   13 Locked QAM256 15 429.0 3.6 41.2 20931 8037

   14 Locked QAM256 16 435.0 3.7 41.2 21318 5563

   15 Locked QAM256 17 441.0 3.7 41.2 21221 6455

   16 Locked QAM256 18 447.0 3.8 41.2 20140 4148

   17 Locked QAM256 19 453.0 3.4 41.0 21553 5651

   18 Locked QAM256 21 465.0 3.1 40.9 21182 5078

   19 Locked QAM256 22 471.0 3.1 41.0 18935 3714

   20 Locked QAM256 23 477.0 3.2 40.9 17391 5163

   21 Locked QAM256 24 483.0 3.1 40.8 17461 2800

   22 Locked QAM256 25 489.0 3.2 40.9 16664 2903

   23 Locked QAM256 26 495.0 3.6 41.0 21277 4883

   24 Locked QAM256 27 507.0 4.3 40.8 8200 1445

   25 Locked QAM256 28 513.0 4.3 41.3 7741 1407

   26 Locked QAM256 29 519.0 4.3 41.2 7434 3263

   27 Locked QAM256 30 525.0 4.4 41.1 5710 1389

   28 Locked QAM256 31 531.0 4.3 41.1 7401 1522

   29 Locked QAM256 32 537.0 4.3 41.2 5095 1445

   30 Locked QAM256 33 543.0 4.4 41.3 5119 1400

   31 Locked QAM256 34 549.0 4.4 41.2 3841 1443

   32 Locked OFDM PLC 48 655.0 6.4 41.2 1339717380 4925

   Upstream Bonded Channels  

  

   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)

   1 Locked SC-QAM 1 2560 10.4 38.3

   2 Locked SC-QAM 2 5120 16.4 38.0

   3 Locked SC-QAM 3 5120 22.8 38.8

   4 Locked SC-QAM 4 5120 29.2 39.3

   5 Locked SC-QAM 5 5120 35.6 40.0

   6 Locked SC-QAM 6 2560 40.4 40.8

/Users/brucekorb

> 

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br_k230

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@br_k230​ These are the log messages and bonded channel stati during the outage. Now that it's back up, I don't see much difference. The log messages contain more outage stuff triggered after I copied the log text. It's pretty redundant tho, so I won't mess with it.

2 years ago

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br_k230

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2 years ago

And again, just now. One of the upstream channels is not locked and downstream channels seem to have low power (at or below 3.2 dBmV)

   1    Locked  QAM256  20      459.0   2.9     40.9    20559   4765

   2    Locked  QAM256  17      441.0   3.3     41.1    28919   12326

   3    Locked  QAM256  18      447.0   3.4     41.1    26462   11297

   4    Locked  QAM256  19      453.0   3.0     41.0    24304   10837

   5    Locked  QAM256  21      465.0   2.8     41.0    23913   9148

   6    Locked  QAM256  22      471.0   2.8     40.9    23432   9017

   7    Locked  QAM256  23      477.0   2.9     40.9    23299   8481

   8    Locked  QAM256  24      483.0   2.8     40.8    23390   7805

   9    Locked  QAM256  25      489.0   2.7     40.9    23237   7046

   10   Locked  QAM256  26      495.0   3.2     41.0    22139   6180

   11   Locked  QAM256  27      507.0   3.9     40.9    22383   8328

   12   Locked  QAM256  28      513.0   3.9     41.3    21221   7109

   13   Locked  QAM256  29      519.0   3.9     41.3    20942   8037

   14   Locked  QAM256  30      525.0   4.0     41.3    21331   5563

   Upstream Bonded Channels

   Channel      Lock Status     Channel Type    Channel ID      Symb. Rate (Ksym/sec)   Freq. (MHz)     Pwr (dBmV)

   1    Not Locked      SC-QAM  1       2560    10.4    47.5

   2    Locked  SC-QAM  2       5120    16.4    58.0

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br_k230

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@br_k230​ Actually, in the end, there were about 1/2 dozen outages over a 4 hour evening, one lasting almost 1/2 hour.

2 years ago

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XfinityRaul

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Hello, @br_k230. I sincerely apologize for the inconvenience this intermittent internet issues you're having is causing you. I would be more than happy to review your signal and see what we can do to help fix this problem.

 

In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

br_k230

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@XfinityRaul​ Identifying information posted, along with a gripe. :)

2 years ago

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EG

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110.8K Messages

2 years ago

The signal status values at those snapshots in time were OK but the error log entries and the loss of upstream channel bonding indicate that something is going on. That's typically caused by spurious noise ingress into the line(s) /  an upstream channel / return path impairment somewhere.

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and those upstream receive signal stats.


You should get a reply here in your topic. Good luck !

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br_k230

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@EG​ 

The signal status values at those snapshots in time were OK but the error log entries and the loss of upstream channel bonding indicate that something is going on. That's typically caused by spurious noise ingress into the line(s) /  an upstream channel / return path impairment somewhere.

I'm going to take a wild guess that the spurious noise is real and is caused by line problems roughly 1 1/2 miles from my house, right close to where the tree came down 6 weeks ago -- around the time when this problem began. All I have to do is convince Xfinity that this could be the source of the problem. They've been resisting that analysis for a month.

2 years ago

br_k230

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@EG​ 

Good luck !

GRIPE:

My luck with Xfinity has been terrible. First, they disabled my home phone line while trying to move my wife's cell number from T-Mobile to Xfinity. *THEN* they denied that they had done that for about 10 days, forcing me to run their phone and chat gauntlet a couple dozen times. *EACH* time I connected with someone who said, "You've reached the right person I *CAN* fix this for you" only to find out they did not understand how Xfinity could be responsible and fobbed me off to someone else. At the end, I reached a 20 year veteran who understood the problem and started the fix, though it took two more days to implement the fix. I will guess that Comcast is trying to save money on the cost of their "agents." ("Agents" are individual contractors who work on behalf of a contractor who, in turn, works on behalf of a contractor amalgamation firm. The amalgamator has the contract with Comcast.)

With respect to *this* particular problem, if I call in, they tell me to power cycle the modem and check my connections. When that didn't work, they proposed a tech visit at my expense. I am really disgusted with this company (to make it explicit, in case you couldn't tell....).

2 years ago

0

EG

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110.8K Messages

2 years ago

@br_k230 

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 to their line / network / maintenance dept. techs. The problem may indeed 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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br_k230

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@EG​ The deal is that there won't be a problem when the tech shows up. You can only see the issue when the issue is happening. I'd recommend leaving a monitoring device here at my house, but their automated methods of communication don't provide a way to send a message to the tech coming out. *sigh*.

Edit: I proposed to Motorola that they:

* enable longer log buffer

* allow me to filter out "notification" log messages

* add the ability to email them.

I won't hold my breath on that one, especially since they've also discontinued the MB8611

(edited)

2 years ago

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br_k230

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2 years ago

Are negative values for dBmV bad?

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CC_Tony

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They are not. For the most part, we expect your signal to be between -8 and +10 dBmV. The uncorrected errors are what alarm me the most. 

I am not seeing anything specific going on in your immediate area. They could be working on an issue down the line though. 

2 years ago

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br_k230

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@XfinityTony​ "my immediate area" would be from my house to Scotts Valley. It's a mile to Glen Canyon Road and another 1/4 or so to where the tree took out the line & pole *A MONTH AGO*. PG&E had to replace the pole and that was only a week ago, but still. Really, really bad this afternoon. Many multi-minute outages. It was fine Friday, Saturday and this morning.

2 years ago

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EG

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2 years ago

They can be if they are too far negative (out of spec). Too far positive is just as bad as too far negative. It's a range. Minus 7 dB to plus 7dB is a desired range with zero dB being right in the middle and perfect.

If they are remaining stable, yours were OK at that snapshot in time. But they shouldn't be making such large intermittent fluctuations.

(edited)

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br_k230

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@EG​ Motorola doesn't think I should need to be able to get a snapshot during an outage. If their connection to Comcast is down, then so is my HTTP connection to the modem. :(

When it _does_ come back up, the event log is too small to retain the events that got posted when it went down, so no joy there either. Back when I used to be a software person, I would not have tolerated such a lackadaisical approach to error messages. Grr.

ALSO, this post is older than the date says by about 15 minutes. I clicked "post" moments after it went down again. It's been bouncing all afternoon.

(edited)

2 years ago

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