user_sh217a's profile

New Poster

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6 Messages

Friday, February 17th, 2023 12:21 AM

Intermittent cable signal problems cause modem resets

​I'm having intermittent cable signal problems which are logged in my cable modem's event log. It appears that the issue causes the modem to reset and things are normal for some number of hours then it happens again. This has been going on for a month or so. Xfinity said there were known issues in our area a week or so ago and the particular events logged changed a bit but overall the problem is largely unchanged.​

​The modem logs cycles like this:​

​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​
​   ​​13:11:56​
​Thu Feb 16 2023​
​ ​​Warning(5)​​ ​​REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;​
​   ​​13:11:57​
​Thu Feb 16 2023​
​ ​​Warning(5)​​ ​​RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;​
​   ​​13:11:57​
​Thu Feb 16 2023​
​ ​​Warning(5)​​ ​​Dynamic Range Window violation​
​   ​​13:12:01​
​Thu Feb 16 2023​
​ ​​Warning(5)​​ ​​TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;​
​   ​​19:00:31​
​Web Dec 31 1969​
​ ​​Critical(3)​​ ​​SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;​
​   ​​19:00:41​
​Web Dec 31 1969​
​ ​​Notice(6)​​ ​​Honoring MDD; IP provisioning mode = IPv6​
​   ​​17:18:05​
​Thu Feb 16 2023​
​ ​​Notice(6)​​ ​​DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;​
​ ​
​ ​

​My comms status shows:​

​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​
​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​
​   Startup Sequence​​ ​​ ​
​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​
​   Startup Step​​Status​​Comment​

​  ​
​   Acquire Downstream Channel​​531000000 Hz​​Locked​
​  ​
​   Upstream Connection​​OK​​Operational​
​  ​
​   Boot State​​OK​​Operational​



​  ​
​   Configuration File​​OK​
​  ​
​   Security​​Enabled​​BPI+​
​  ​
​ ​
​ ​
​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​
​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​
​   Connection Status​​ ​​ ​
​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​
​   System Up Time​​0 days 2h: 1m: 7s​​ ​
​  ​
​   Network Access​​Allowed​​ ​
​  ​
​ ​
​ ​
​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​
​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​
​   Downstream Bonded Channels​​ ​
​  ​
​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​
​   Channel​​Lock Status​​Modulation​​Channel ID​​Freq. (MHz)​​Pwr (dBmV)​​SNR (dB)​​Corrected​​Uncorrected​
​   1​​Locked​​256 QAM​​13​​531.0​​-5.4​​40.6​​0​​0​
​   2​​Locked​​256 QAM​​1​​459.0​​-5.3​​41.4​​0​​0​
​   3​​Locked​​256 QAM​​2​​465.0​​-5.2​​41.5​​0​​0​
​   4​​Locked​​256 QAM​​3​​471.0​​-5.3​​41.4​​0​​0​
​   5​​Locked​​256 QAM​​4​​477.0​​-5.3​​41.2​​0​​0​
​   6​​Locked​​256 QAM​​5​​483.0​​-5.4​​41.2​​0​​0​
​   7​​Locked​​256 QAM​​6​​489.0​​-5.3​​41.2​​0​​0​
​   8​​Locked​​256 QAM​​7​​495.0​​-5.4​​41.3​​0​​0​
​   9​​Locked​​256 QAM​​8​​501.0​​-5.6​​38.9​​0​​0​
​   10​​Locked​​256 QAM​​9​​507.0​​-5.8​​39.4​​0​​0​
​   11​​Locked​​256 QAM​​10​​513.0​​-5.7​​40.4​​0​​0​
​   12​​Locked​​256 QAM​​11​​519.0​​-5.4​​41.4​​0​​0​
​   13​​Locked​​256 QAM​​12​​525.0​​-5.4​​41.4​​0​​0​
​   14​​Locked​​256 QAM​​14​​537.0​​-5.4​​39.3​​0​​0​
​   15​​Locked​​256 QAM​​15​​543.0​​-5.3​​40.4​​0​​0​
​   16​​Locked​​256 QAM​​16​​549.0​​-5.1​​41.4​​0​​0​
​   17​​Locked​​256 QAM​​17​​555.0​​-5.2​​41.4​​0​​0​
​   18​​Locked​​256 QAM​​18​​561.0​​-5.1​​41.5​​0​​0​
​   19​​Locked​​256 QAM​​19​​567.0​​-5.2​​41.4​​0​​0​
​   20​​Locked​​256 QAM​​20​​573.0​​-5.2​​41.4​​0​​0​
​   21​​Locked​​256 QAM​​21​​579.0​​-5.3​​40.2​​0​​0​
​   22​​Locked​​256 QAM​​22​​585.0​​-5.5​​40.4​​0​​0​
​   23​​Locked​​256 QAM​​23​​591.0​​-5.4​​40.8​​0​​0​
​   24​​Locked​​256 QAM​​24​​597.0​​-5.1​​40.9​​0​​0​
​   25​​Locked​​256 QAM​​25​​603.0​​-4.9​​41.7​​0​​0​
​   26​​Locked​​256 QAM​​26​​609.0​​-5.2​​41.5​​0​​0​
​   27​​Locked​​256 QAM​​27​​615.0​​-5.2​​41.4​​0​​0​
​   28​​Locked​​256 QAM​​28​​621.0​​-5.3​​41.3​​0​​0​
​   29​​Locked​​256 QAM​​29​​627.0​​-5.5​​41.3​​0​​0​
​   30​​Locked​​256 QAM​​30​​633.0​​-5.4​​41.1​​0​​0​
​   31​​Locked​​256 QAM​​31​​639.0​​-5.5​​38.5​​0​​0​
​   32​​Locked​​256 QAM​​32​​645.0​​-5.6​​40.4​​0​​0​
​   33​​Locked​​OFDM​​159​​702.0​​-4.0​​41.6​​18885072​​0​
​ ​
​ ​
​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​
​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​
​   Upstream Bonded Channels​​ ​
​  ​
​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​​ ​
​   Channel​​Lock Status​​Channel Type​​Channel ID​​Symb. Rate (Ksym/sec)​​Freq. (MHz)​​Pwr (dBmV)​
​   1​​Locked​​SC-QAM​​2​​5120​​16.4​​50.5​
​   2​​Locked​​SC-QAM​​3​​5120​​22.8​​50.5​
​   3​​Locked​​SC-QAM​​4​​5120​​29.2​​51.5​
​   4​​Locked​​SC-QAM​​5​​5120​​35.6​​52.0​
​   5​​Locked​​SC-QAM​​6​​2560​​40.4​​52.0​
​ ​

​Any thoughts on this? I tried replacing the splitter at entry and it got (much) worse. ​
​ Thank you. ​
BruceW

Gold Problem Solver

 • 

24.5K Messages

1 month ago

... I tried replacing the splitter at entry and it got (much) worse.  ...

Downstream power levels are a bit low, and the upstream power levels are out of spec (too high). Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. 

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

New Poster

 • 

6 Messages

@BruceW​ Comcast tech came and used an ingress meter to locate a lot of noise on one of the lines inside the house, so we disconnected that one from the splitter. I can go back over that line and try to find where it's loose or damaged, but for now the modem is happy on the line by itself.

Official Employee

 • 

692 Messages

Please let us know if there is any improvements after going over the line. 

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

New Poster

 • 

6 Messages

Improvements in signal, yes:

   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked 256 QAM 33 651.0 0.9 40.4 0 0
   2 Locked 256 QAM 9 507.0 0.4 41.5 0 0
   3 Locked 256 QAM 10 513.0 0.4 42.1 0 0
   4 Locked 256 QAM 11 519.0 0.7 42.5 0 0
   5 Locked 256 QAM 12 525.0 0.7 42.6 0 0
   6 Locked 256 QAM 13 531.0 0.8 42.4 0 0
   7 Locked 256 QAM 14 537.0 0.9 42.1 0 0
   8 Locked 256 QAM 15 543.0 0.9 42.3 0 0
   9 Locked 256 QAM 16 549.0 1.1 42.5 0 0
   10 Locked 256 QAM 17 555.0 1.2 42.5 0 0
   11 Locked 256 QAM 18 561.0 1.2 42.7 0 0
   12 Locked 256 QAM 19 567.0 1.2 42.7 0 0
   13 Locked 256 QAM 20 573.0 1.2 42.8 0 0
   14 Locked 256 QAM 21 579.0 1.1 42.4 0 0
   15 Locked 256 QAM 22 585.0 0.9 42.5 0 0
   16 Locked 256 QAM 23 591.0 1.1 42.6 0 0
   17 Locked 256 QAM 24 597.0 1.5 42.7 0 0
   18 Locked 256 QAM 25 603.0 1.5 42.9 0 0
   19 Locked 256 QAM 26 609.0 1.1 42.6 0 0
   20 Locked 256 QAM 27 615.0 1.1 42.6 0 0
   21 Locked 256 QAM 28 621.0 1.0 41.8 0 0
   22 Locked 256 QAM 29 627.0 1.0 42.3 0 0
   23 Locked 256 QAM 30 633.0 1.1 42.3 0 0
   24 Locked 256 QAM 31 639.0 1.1 40.8 0 0
   25 Locked 256 QAM 32 645.0 1.1 41.4 0 0
   26 Locked 256 QAM 34 657.0 1.1 40.2 0 0
   27 Locked 256 QAM 35 663.0 1.1 41.2 0 0
   28 Locked 256 QAM 36 669.0 1.3 42.2 0 0
   29 Locked 256 QAM 37 675.0 1.1 42.0 0 0
   30 Locked 256 QAM 38 681.0 1.3 42.6 0 0
   31 Locked 256 QAM 39 687.0 1.5 42.8 0 0
   32 Locked 256 QAM 40 693.0 1.4 42.8 0 0
   33 Locked OFDM 159 702.0 2.6 43.0 447695 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 2 5120 16.4 46.8
   2 Locked SC-QAM 3 5120 22.8 45.8
   3 Locked SC-QAM 4 5120 29.2 46.3
   4 Locked SC-QAM 5 5120 35.6 46.8
   5 Locked SC-QAM 6 2560 40.4 46.8

However, I still got 4 resets in the 24 hours after the tech left here yesterday. So, the noisy line was a problem, but not _the_ problem.

Official Employee

 • 

968 Messages

@user_sh217a I know you mentioned the technician came out and located noise in the line. Was that issue repaired? 

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

New Poster

 • 

6 Messages

The line fix helped but did not completely resolve the problem. I was advised by Xfinity techs to also swap out the modem and that appears to have made the most difference. It's been up for 48 hours without another reset, and that's better than it's been in two months.

Visitor

 • 

5 Messages

1 month ago

This is so familiar.  I am a customer for less than 24 hrs with a brand-spanking new contract.  I am dumped and the gateway restarts every 30ish minutes.  Working from home is a bear.  Trying to run meetings that i suddenly drop off, RDP sessions.  

If this can not be fixed by a tech scheduled two weeks away, would i be able to get out of the contract because Comcast/xfinity could not deliver what was agreed upon within the said contract?  I am trying to keep an open mind, but if i bought a car that stalled out and stranded me every 30 miles i would be very upset with the dealership and be looking for a way out.

How do we determine the user and password for the gateway?  

i can relate to this string.  I am also seeing lots of forum issues with firewalls.

Hoping for better service because you offer the best speeds in my area and a great mobile/cell bundle.  I just need it all to work right every day all the time.

Thank you,

Joshua

XfinityEricB

Official Employee

 • 

536 Messages

Hello @WhyDontYouKeepPromises, and thank you for reaching out with your service concern. Can you please create your own public post we can work with you from please? We only need a brief description of what problems you are having, and we will be happy work directly with you to get the problem fixed. 

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
XfinityRay

Official Employee

 • 

1.2K Messages

1 month ago

Hi there, @user_sh217a. We definitely don't want your service resetting all of the time and appreciate the time you are spending to get this figured out. Have you had a chance to look over the information that @BruceW shared? There are a lot of great tips for troubleshooting and getting to the root cause of this. 

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