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kbob88
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Sunday, December 17th, 2023 2:11 PM

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Intermittent package loss spikes and disconnects

Crosspost from https://forums.xfinity.com/conversations/your-home-network/intermittent-package-loss-spikes-and-disconnects/657cdd16f961c6163a312b89

Hello everyone

My Xfinity connection's quality has severely degraded and I think it started after an internet outage during one night. The symptom is a huge spike in packet loss (between 10-60%, if it doesn't drop the connection completely) several times a day.

I have tried the usual things (reboots, firmware resets, check all connections, replace wires, etc.), but to no avail, even setting the MTU as low 1364 didn't help, so I've checked the modem (Motorola MB7220) and found a log full of issues; The modem is directly hooked up to the main coax and has been working great until the night in question and the wires haven't been messed with before either, the plan is for 200mbit/s down + 10 up.

Here is a list of issues from the log (after our latest power outage):

Tue Nov 14 20:59:24 2023   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Tue Nov 14 20:59:41 2023   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Tue Nov 14 21:02:50 2023   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Tue Nov 14 21:02:57 2023   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=<My-CM-MAC>;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
Tue Nov 14 21:03:00 2023   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=<My-CM-MAC>;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
Tue Nov 28 05:58:27 2023   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Fri Dec 01 11:32:24 2023   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Mon Dec 04 11:03:43 2023   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Sat Dec 09 00:24:20 2023   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Tue Dec 12 15:15:37 2023   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:35:15 2023   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:36:00 2023   Critical (3)  SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:36:07 2023   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:36:27 2023   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:36:43 2023   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:36:53 2023   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:38:28 2023   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:39:44 2023   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:41:12 2023   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:45:32 2023   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:45:32 2023   Critical (3)  SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:45:33 2023   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:45:35 2023   Critical (3)  SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:48:48 2023   Critical (3)  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0; 
Thu Dec 14 12:49:39 2023   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.0;CM-VER=3.0; 
Thu Dec 14 12:50:26 2023   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.0;CM-VER=3.0; 
Thu Dec 14 12:51:09 2023   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=<My-CM-MAC>;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
Thu Dec 14 12:51:10 2023   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=<My-CM-MAC>;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
Thu Dec 14 12:51:11 2023   Critical (3)  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=<My-CM-MAC>;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
Thu Dec 14 12:51:30 2023   Critical (3)  No Ranging Response received - T3 time-out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.0;CM-VER=3.0; 
Time Not Established  Notice (6)  Honoring MDD; IP provisioning mode = IPv6 
Fri Dec 15 14:11:21 2023   Critical (3)  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=<My-CM-MAC>;CMTS-MAC=<My-CMTS-MAC>;CM-QOS=1.1;CM-VER=3.0;

According to several other posts i found, this could be due to the power of my upstream; If that's the case, would that be something I could somehow lower (e.g. by adding some resistance via some splitter) or is this something for Xfinity's techs? My info looks like this:

EDIT: I don't know if it's just me, but it feels as if it's worse when i'm using my upstream (uploads/streams/etc.) more excessively, maybe that makes sense, considering the potential upstream-power-issue?


   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 459000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 05h:41m:28s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 32 459.0 -10.3 39.4 155438 636804
2 Locked QAM256 41 453.0 -11.8 38.6 129704 346864
3 Locked QAM256 34 465.0 -10.2 39.4 42945 112
4 Locked QAM256 35 471.0 -10.0 39.7 8360 1020
5 Locked QAM256 36 477.0 -9.5 40.3 25165 132
6 Locked QAM256 1 483.0 -8.5 40.8 12827 150
7 Locked QAM256 2 489.0 -10.7 39.7 11711 134
8 Locked QAM256 3 495.0 -10.0 40.2 8910 115
Total             395060 985331


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 7 5120 22.8 54.0
2 Locked ATDMA 5 5120 35.6 52.8
3 Locked ATDMA 6 5120 29.2 54.0
4 Locked ATDMA 8 5120 16.4 54.0

Question

 • 

Updated 

1 year ago

118

2

0

XfinityJamesC

Official Employee

 • 

2.1K Messages

1 year ago

Greetings, @kbob88! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your connection, but you have definitely come to the right place for assistance.

 

Your upstream power levels are a little outside the recommended range, which is usually 35 dBmV to 52 dBmV. It's hard to say if that would solely be responsible for the connection issues you've reported, but it is probably the first place we should check.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

4

0

BruceW

Gold Problem Solver

 • 

26.3K Messages

1 year ago

... Motorola MB7220 ...

Perhaps not the source of the problem, but note that the 7220 is no longer approved for use with Comcast/Xfinity Internet service. See https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2023.11.22%20Full%20List%20of%20Compatible%20Devices.pdf (from the "All Compatible Devices" link near the bottom of https://www.xfinity.com/support/devices). Consider replacing your 7220 with an approved device.

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.

1

kbob88

5 Messages

Hi BruceW, thanks for pointing that out; However, it also reads "Devices not shown on this list are either incompatible with the Xfinity 10G Network or no longer supported by the
device manufacturer.", which means it's unsuitable for 10G, which I am not worried about, or not longer supported by the manufacturer, which unfortunately is rather common for modems and routers and even if they are still "supported", it doesn't imply any kind of regular security patch releases unless things get bad/flaws are being actively exploited.

As long as it checks the boxes (DOCSIS 3.0 is enough for for 100mbit/s), I don't see a good reason why I should contribute to the growing piles of e-waste; I've also got my plan initially with this modem and it was okay for everyone involved and I haven't received a notification about expiring certificates, neither have I read about any security issues with the CPU, DOCSIS standard or the offered services involved, so I should be good (theoretically) for now, having a more than capable firewall in between (and mitm attacks are also pointless in times of TLS everywhere, unless we're talking about something like e.g. terrapin).

1 year ago

0

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