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twindad7715
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Wednesday, October 27th, 2021 2:08 AM

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Inconsistent Speed w/ millions of uncorrected packets & error log I don’t understand

Looking to resolve very inconsistent speed. Should be 800mbps and I see 70.

Xfinity says it’s the modem, I don’t buy it. Motorola MG8702.

Event Log


   Log  
  
    Time    Priority    Description 
    Time Not Established   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:30:17
Tue Oct 26 2021		   Critical (3)   REG RSP not received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:30:39
Tue Oct 26 2021		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:34:45
Tue Oct 26 2021		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:71:f6:c0;CMTS-MAC=00:01:5c:6f:1c:57;CM-QOS=1.1;CM-VER=3.1;
    20:39:42
Tue Oct 26 2021		   Critical (3)   REG RSP not received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:39:49
Tue Oct 26 2021		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:40:10
Tue Oct 26 2021		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:40:19
Tue Oct 26 2021		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:40:37
Tue Oct 26 2021		   Critical (3)   REG RSP not received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:41:05
Tue Oct 26 2021		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:41:05
Tue Oct 26 2021		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:41:09
Tue Oct 26 2021		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:41:09
Tue Oct 26 2021		   Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:41:09
Tue Oct 26 2021		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:41:09
Tue Oct 26 2021		   Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:41:13
Tue Oct 26 2021		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:41:14
Tue Oct 26 2021		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:44:23
Tue Oct 26 2021		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:45:46
Tue Oct 26 2021		   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    20:49:26
Tue Oct 26 2021		   Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:49:49
Tue Oct 26 2021		   Notice (6)   CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:49:57
Tue Oct 26 2021		   Warning (5)   MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:50:08
Tue Oct 26 2021		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 28 36 37 39 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    20:52:53
Tue Oct 26 2021		   Warning (5)  

MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Channels:
Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 34 591.0 2.2 39.5 184118 553589
   2 Locked QAM256 14 477.0 1.4 40.0 148579 388183
   3 Locked QAM256 15 483.0 1.2 39.9 152079 395091
   4 Locked QAM256 16 489.0 1.5 40.0 153658 402233
   5 Locked QAM256 17 495.0 1.2 39.8 153192 411918
   6 Locked QAM256 18 501.0 1.6 40.1 156676 417165
   7 Locked QAM256 19 507.0 1.5 40.1 156142 427408
   8 Locked QAM256 20 513.0 1.5 39.9 158189 433325
   9 Locked QAM256 21 519.0 1.5 39.8 159799 440025
   10 Locked QAM256 22 525.0 1.3 39.7 162810 446720
   11 Locked QAM256 23 531.0 1.6 39.8 163067 453755
   12 Locked QAM256 24 537.0 1.9 39.9 164387 461213
   13 Locked OFDM PLC 25 690.0 1.1 38.5 27419248 0
   14 Locked QAM256 26 543.0 2.0 39.9 164716 465526
   15 Locked QAM256 27 549.0 1.6 39.9 166417 473451
   16 Locked QAM256 28 555.0 1.9 39.8 168008 481526
   17 Locked QAM256 29 561.0 2.3 40.0 169200 486182
   18 Locked QAM256 30 567.0 2.5 39.9 169127 493023
   19 Locked QAM256 31 573.0 2.2 39.7 170266 501304
   20 Locked QAM256 32 579.0 2.2 39.7 171252 506513
   21 Locked QAM256 33 585.0 2.1 39.6 171321 513987
   22 Locked QAM256 35 597.0 2.4 39.6 173169 523969
   23 Locked QAM256 36 603.0 2.1 39.5 174217 530797
   24 Locked QAM256 37 609.0 2.2 39.6 173467 535727
   25 Locked QAM256 38 615.0 1.8 39.3 175100 541319
   26 Locked QAM256 39 621.0 2.0 39.4 175040 547226
   27 Locked QAM256 40 627.0 2.0 39.3 175194 553280
   28 Locked QAM256 41 633.0 2.3 39.4 176911 557650
   29 Locked QAM256 42 639.0 1.9 39.3 176293 564134
   30 Locked QAM256 43 645.0 2.3 39.5 176352 567426
   31 Locked QAM256 44 651.0 2.2 39.4 177715 571535
   32 Not Locked Unknown 45 657.0 1.2 39.1 179013 577886


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 36.5 35.3
   2 Locked SC-QAM 2 5120 30.1 35.0
   3 Locked SC-QAM 3 5120 23.7 34.8
   4 Locked SC-QAM 4 5120 17.3 33.5

Question

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3 years ago

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XfinityEmilyB

Official Employee

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1.6K Messages

3 years ago

Welcome to our community forum, @twindad7715! I rely on my internet every day for work so I'd be upset if I wasn't getting the speeds I pay for. Rest assured, you've reached the perfect place for help and we'll stick with you here until we reach a resolution together.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help :). 

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EG

Expert

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106K Messages

3 years ago

@twindad7715 @XfinityEmilyB 

Please post any possible solutions for the issue here in the 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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twindad7715

Visitor

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5 Messages

3 years ago

Tech came out this morning. Confirmed the issue is somewhere outside of the house. Neighbors also experiencing same issues. Tech noted the inconsistency of speeds. Ticket open for outside maintenance to monitor for WEEKS. Guess since there aren’t enough folks impacted and it isn’t a full outage we won’t be promptly investigated.

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XfinityBrie

Administrator

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658 Messages

@twindad7715

 

I'm happy to hear the technician submitted the proper requests for the area so our maintenance team can look into it--with maintenance requests however, they can take time to coordinate and complete, especially in the event new equipment is needed or construction. We're more than happy to follow-up with the account along the way and provide details as they become available to us. The technician should have provided their contact information as well, in the event repeat issues occur within the next 7-days.

 

My colleague previously sent information on how to send us a direct message, but I'll include steps below as well, if you would like us to follow-up with the account:

 

To send a direct message:

 

Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

 

  • Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3bqwgaH
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

 

We ask that you please include your name, the account holder name (if different), and the service address alongside your inquiry so we can best assist. 

 

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

3 years ago

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twindad7715

Visitor

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5 Messages

@XfinityBrie @XfinityEmilyB 

I am currently engaged in dialogue with Xfinity Support through direct messaging, however, it doesn't seem to be producing any desirable results. As noted the tech advised the issues are evident outside of the home and between the road and where the line splits to mine and my neighbors homes. The issue is that I don't see any prompt ability to get a maintenance technician dispatched to solve this issue. This is at a month of regular disruptions and I pay for services not being rendered. I am unpredictably unable to perform my job from home with these interruptions. How does one escalate?

(edited)

3 years ago

0

twindad7715

Visitor

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5 Messages

This is not support.

I am not showing any open job tickets for work to be completed in your area. I know that the tech mentioned that the maintenance team would monitor the status of the connection first. We can definitely allow time for the maintenance team to monitor the connection and see if a job is scheduled in your area or at your local hub. We would be happy to go ahead and follow up with you in a couple of days regarding the status and to check on your connection. We can always get a tech scheduled for you at any time, and we have your back throughout this process. How does this sound?
12:26 pm
I just need the service that I pay for to be operational. It is not.
12:38 pm
XfinityJeniece
I completely understand wanting your connection to be up and running properly. We definitely want to the same thing as we truly appreciate having you in the Xfinity family and want you to enjoy your services. We will go ahead and follow up with you in a few days to check on the status of your location on the backend and if there are no pending work orders we will get another tech scheduled for you! Please let us know if you need anything else in the meantime, we are here to help 24/7! We definitely have your back throughout this process! We really appreciate your continued patience! Talk to you very soon!
12:44 pm
How does that help me with not being able to stay connected at this very moment?
12:45 pm

3 years ago

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twindad7715

Visitor

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5 Messages

3 years ago

Tech came out yesterday, advised there was a node issue. Escalated and had maintenance due out within 24 hours.

They came out today, around noon, repairs done. Was pulling 500-600 mbps until 1600 this afternoon and have been as low as 26mbps…

When will I get relief?

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