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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:
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Thank you.
BruceW
Gold Problem Solver
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26.4K Messages
2 years ago
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.
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WhyDontYouKeepPromises
Visitor
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5 Messages
2 years 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
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XfinityRay
Official Employee
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2.8K Messages
2 years 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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