U

Visitor

 • 

5 Messages

Sun, Sep 18, 2022 8:16 PM

Intermittent service interruptions

I have been getting intermittent service interruptions for the last month or two.  Everything inside has been checked. The modem log indicates T3/T4/TLV-11 errors in logs and Partial Service/Missing or Unlocked Channels on modem. 

jff6791

Contributor

 • 

51 Messages

4 d ago

We have screenshots of the modem (CM-1200) levels but cannot figure out how to embed them in this post.

EG

Expert

 • 

95.7K Messages

4 d ago

@jff6791 

Are you the original poster @user_106052 ?

Visitor

 • 

5 Messages

@EG​ I am original poster.  He is my personal tech advisor🤓

jff6791

Contributor

 • 

51 Messages

4 d ago

No - we are trying to assist with the problem which never shows up unfortunately when we are on site.  They sent me the screenshots as png files but I can't strip the text out of them.

jff6791

Contributor

 • 

51 Messages

4 d ago

Here's a link <https://drive.google.com/file/d/18qRKA-fW5zHRTmuksFjwc6K4oJHHT4oT/view?usp=sharing> to the screenshots if that can be utilized.

EG

Expert

 • 

95.7K Messages

4 d ago

Oh, o/k. That link needs permission for access. But don't post a link to pics anyway. 

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

Also. Copy and paste all of the text (instead of using an image) of those error log entries in their entirety, but you'll need to redact all of the CM MAC and CMTS MAC addresses. The forum bot will not allow your post to be seen publically.

Visitor

 • 

5 Messages

4 d ago

Acquire Downstream Channel

651000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Security

Enabled

BPI+

IP Provisioning Mode

Honor MDD

honorMdd(4)

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

37

651000000 Hz

-0.9 dBmV

42 dB

11

53

2

Locked

QAM256

13

507000000 Hz

0.8 dBmV

43.8 dB

0

0

3

Locked

QAM256

14

513000000 Hz

0.6 dBmV

43.8 dB

0

0

4

Locked

QAM256

15

519000000 Hz

0.3 dBmV

43.6 dB

0

0

5

Locked

QAM256

16

525000000 Hz

0.6 dBmV

43.7 dB

0

0

6

Locked

QAM256

17

531000000 Hz

0.4 dBmV

43.6 dB

0

0

7

Locked

QAM256

18

537000000 Hz

0.7 dBmV

43.6 dB

0

0

8

Locked

QAM256

19

543000000 Hz

0.7 dBmV

43.6 dB

0

0

9

Locked

QAM256

20

549000000 Hz

0.8 dBmV

43.6 dB

0

0

10

Locked

QAM256

21

555000000 Hz

0.7 dBmV

43.6 dB

0

0

11

Locked

QAM256

22

561000000 Hz

0.6 dBmV

43.4 dB

0

0

12

Locked

QAM256

23

567000000 Hz

0.4 dBmV

43.3 dB

0

0

13

Locked

QAM256

24

573000000 Hz

0.5 dBmV

43.4 dB

0

0

14

Locked

QAM256

25

579000000 Hz

0.4 dBmV

43.2 dB

0

0

15

Locked

QAM256

26

585000000 Hz

0.3 dBmV

43.2 dB

0

0

16

Locked

QAM256

27

591000000 Hz

0.4 dBmV

43.2 dB

0

0

17

Locked

QAM256

28

597000000 Hz

0.4 dBmV

43.1 dB

0

0

18

Locked

QAM256

29

603000000 Hz

0.2 dBmV

43 dB

0

0

19

Locked

QAM256

30

609000000 Hz

0 dBmV

42.8 dB

0

0

20

Locked

QAM256

31

615000000 Hz

-0.3 dBmV

42.6 dB

0

0

21

Locked

QAM256

32

621000000 Hz

-0.2 dBmV

42.6 dB

0

0

22

Locked

QAM256

33

627000000 Hz

-0.5 dBmV

42.3 dB

0

0

23

Locked

QAM256

34

633000000 Hz

-0.2 dBmV

42.4 dB

0

0

24

Locked

QAM256

35

639000000 Hz

-0.6 dBmV

42 dB

0

0

25

Locked

QAM256

36

645000000 Hz

-0.6 dBmV

42 dB

0

0

26

Locked

QAM256

38

657000000 Hz

-0.8 dBmV

42.2 dB

0

0

27

Locked

QAM256

39

663000000 Hz

-0.7 dBmV

42.3 dB

0

0

28

Locked

QAM256

40

669000000 Hz

-0.7 dBmV

42.4 dB

0

0

29

Locked

QAM256

41

675000000 Hz

-0.9 dBmV

41.3 dB

0

0

30

Locked

QAM256

42

681000000 Hz

-0.9 dBmV

42.3 dB

0

0

31

Locked

QAM256

43

687000000 Hz

-1 dBmV

42.2 dB

0

0

32

Locked

QAM256

44

693000000 Hz

-1.2 dBmV

42.2 dB

0

0

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

10

5120 Ksym/sec

16400000 Hz

50.3 dBmV

2

Locked

ATDMA

11

5120 Ksym/sec

22800000 Hz

47.3 dBmV

3

Locked

ATDMA

12

5120 Ksym/sec

29200000 Hz

46.8 dBmV

4

Locked

ATDMA

13

5120 Ksym/sec

35600000 Hz

44.8 dBmV

5

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

6

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

7

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

8

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

 

Downstream OFDM Channels

Channel

Lock
Status

Modulation /
Profile ID

Channel
ID

Frequency

Power

SNR /
MER

Active Subcarrier
Number Range

Unerrored
Codewords

Correctable
Codewords

Uncorrectable
Codewords

1

Locked

0 ,1 ,2 ,3

159

702000000 Hz

-0.1 dBmV

42.2 dB

1126 ~ 2969

2165580896

11805484

1

2

Not Locked

0

0

0 Hz

0 dBmV

0.0 dB

0 ~ 4095

0

0

0

 

Upstream OFDMA Channels

Visitor

 • 

5 Messages

4 d ago

above was during latest outage....still getting T3 & T4 warnings in log....

Visitor

 • 

1 Message

4 d ago

I also have intermittent connection and speed problems, going on for weeks now. Have checked all cables and restarted and rebooted modem several times.

Help please

Official Employee

 • 

889 Messages

Hey there, thanks for reaching out through Xfinity Forums! We would be happy to help you with troubleshooting your Xfinity connection. I know how frustrating intermittent connection issues can be! You have reached the right place and I would like to take a look at your connection. 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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
jff6791

Contributor

 • 

51 Messages

4 d ago

The following are edited logs (MAC addresses x'd out) and levels from OP's loss of service today:

Tue Sep 20 19:37:48 2022

Notice (6)

CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:37:42 2022

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;

Tue Sep 20 19:37:37 2022

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;

Tue Sep 20 19:37:36 2022

Notice (6)

TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:37:27 2022

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Tue Sep 20 19:37:16 2022

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:37:09 2022

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;

Tue Sep 20 19:37:06 2022

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:36:36 2022

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:36:15 2022

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;

Tue Sep 20 19:36:12 2022

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:36:06 2022

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;

Tue Sep 20 19:35:52 2022

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:35:41 2022

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;

Tue Sep 20 19:35:08 2022

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:34:59 2022

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;

Tue Sep 20 19:34:53 2022

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:34:33 2022

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;

Tue Sep 20 19:34:26 2022

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:33:43 2022

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;

Tue Sep 20 19:33:38 2022

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:33:08 2022

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:32:41 2022

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:32:41 2022

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:32:33 2022

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:32:33 2022

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:32:29 2022

Notice (6)

CM-STATUS message sent. Event Type Code: 6; Chan ID: 13; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:32:29 2022

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:30:41 2022

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:06:39 2022

Warning (5)

Dynamic Range Window violation

Tue Sep 20 19:06:39 2022

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;

Tue Sep 20 19:05:20 2022

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:04:22 2022

Warning (5)

Dynamic Range Window violation

Tue Sep 20 19:04:22 2022

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;

Tue Sep 20 19:04:22 2022

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 17:50:46 2022

Warning (5)

Dynamic Range Window violation

Tue Sep 20 17:50:46 2022

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;

Tue Sep 20 17:11:12 2022

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 16:23:55 2022

Warning (5)

Dynamic Range Window violation

Tue Sep 20 16:23:55 2022

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;

 

Top of Form

Acquire Downstream Channel

651000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Security

Enabled

BPI+

IP Provisioning Mode

Honor MDD

honorMdd(4)

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

37

651000000 Hz

-0.9 dBmV

42 dB

11

53

2

Locked

QAM256

13

507000000 Hz

0.8 dBmV

43.8 dB

0

0

3

Locked

QAM256

14

513000000 Hz

0.6 dBmV

43.8 dB

0

0

4

Locked

QAM256

15

519000000 Hz

0.3 dBmV

43.6 dB

0

0

5

Locked

QAM256

16

525000000 Hz

0.6 dBmV

43.7 dB

0

0

6

Locked

QAM256

17

531000000 Hz

0.4 dBmV

43.6 dB

0

0

7

Locked

QAM256

18

537000000 Hz

0.7 dBmV

43.6 dB

0

0

8

Locked

QAM256

19

543000000 Hz

0.7 dBmV

43.6 dB

0

0

9

Locked

QAM256

20

549000000 Hz

0.8 dBmV

43.6 dB

0

0

10

Locked

QAM256

21

555000000 Hz

0.7 dBmV

43.6 dB

0

0

11

Locked

QAM256

22

561000000 Hz

0.6 dBmV

43.4 dB

0

0

12

Locked

QAM256

23

567000000 Hz

0.4 dBmV

43.3 dB

0

0

13

Locked

QAM256

24

573000000 Hz

0.5 dBmV

43.4 dB

0

0

14

Locked

QAM256

25

579000000 Hz

0.4 dBmV

43.2 dB

0

0

15

Locked

QAM256

26

585000000 Hz

0.3 dBmV

43.2 dB

0

0

16

Locked

QAM256

27

591000000 Hz

0.4 dBmV

43.2 dB

0

0

17

Locked

QAM256

28

597000000 Hz

0.4 dBmV

43.1 dB

0

0

18

Locked

QAM256

29

603000000 Hz

0.2 dBmV

43 dB

0

0

19

Locked

QAM256

30

609000000 Hz

0 dBmV

42.8 dB

0

0

20

Locked

QAM256

31

615000000 Hz

-0.3 dBmV

42.6 dB

0

0

21

Locked

QAM256

32

621000000 Hz

-0.2 dBmV

42.6 dB

0

0

22

Locked

QAM256

33

627000000 Hz

-0.5 dBmV

42.3 dB

0

0

23

Locked

QAM256

34

633000000 Hz

-0.2 dBmV

42.4 dB

0

0

24

Locked

QAM256

35

639000000 Hz

-0.6 dBmV

42 dB

0

0

25

Locked

QAM256

36

645000000 Hz

-0.6 dBmV

42 dB

0

0

26

Locked

QAM256

38

657000000 Hz

-0.8 dBmV

42.2 dB

0

0

27

Locked

QAM256

39

663000000 Hz

-0.7 dBmV

42.3 dB

0

0

28

Locked

QAM256

40

669000000 Hz

-0.7 dBmV

42.4 dB

0

0

29

Locked

QAM256

41

675000000 Hz

-0.9 dBmV

41.3 dB

0

0

30

Locked

QAM256

42

681000000 Hz

-0.9 dBmV

42.3 dB

0

0

31

Locked

QAM256

43

687000000 Hz

-1 dBmV

42.2 dB

0

0

32

Locked

QAM256

44

693000000 Hz

-1.2 dBmV

42.2 dB

0

0

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

10

5120 Ksym/sec

16400000 Hz

50.3 dBmV

2

Locked

ATDMA

11

5120 Ksym/sec

22800000 Hz

47.3 dBmV

3

Locked

ATDMA

12

5120 Ksym/sec

29200000 Hz

46.8 dBmV

4

Locked

ATDMA

13

5120 Ksym/sec

35600000 Hz

44.8 dBmV

5

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

6

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

7

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

8

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

 

Downstream OFDM Channels

Channel

Lock
Status

Modulation /
Profile ID

Channel
ID

Frequency

Power

SNR /
MER

Active Subcarrier
Number Range

Unerrored
Codewords

Correctable
Codewords

Uncorrectable
Codewords

1

Locked

0 ,1 ,2 ,3

159

702000000 Hz

-0.1 dBmV

42.2 dB

1126 ~ 2969

2165580896

11805484

1

2

Not Locked

0

0

0 Hz

0 dBmV

0.0 dB

0 ~ 4095

0

0

0

 

Upstream OFDMA Channels

Channel

Lock Status

Modulation / Profile ID

Channel ID

Frequency

Power

1

Not Locked

0

0

0 Hz

0 dBmV

2

Not Locked

0

0

0 Hz

0 dBmV

 

Extended Upstream Transmit Power

Enable Extended Upstream Transmit Power

 

Current System Time:Tue Sep 20 19:40:56 2022

System Up Time:18:59:49

Bottom of Form

 

jff6791

Contributor

 • 

51 Messages

4 d ago

The following are edited logs and levels from second incident this date - Note:  Modem is Netgear CM-1200

Top of Form

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

 

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

651000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Security

Enabled

BPI+

IP Provisioning Mode

Honor MDD

honorMdd(4)

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

37

651000000 Hz

-1 dBmV

42 dB

11

53

2

Locked

QAM256

13

507000000 Hz

0.8 dBmV

43.8 dB

19

0

3

Locked

QAM256

14

513000000 Hz

0.6 dBmV

43.8 dB

32

0

4

Locked

QAM256

15

519000000 Hz

0.3 dBmV

43.6 dB

10

0

5

Locked

QAM256

16

525000000 Hz

0.5 dBmV

43.6 dB

12

0

6

Locked

QAM256

17

531000000 Hz

0.3 dBmV

43.5 dB

0

0

7

Locked

QAM256

18

537000000 Hz

0.6 dBmV

43.6 dB

11

0

8

Locked

QAM256

19

543000000 Hz

0.7 dBmV

43.5 dB

18

0

9

Locked

QAM256

20

549000000 Hz

0.8 dBmV

43.6 dB

0

0

10

Locked

QAM256

21

555000000 Hz

0.6 dBmV

43.5 dB

11

0

11

Locked

QAM256

22

561000000 Hz

0.6 dBmV

43.5 dB

15

0

12

Locked

QAM256

23

567000000 Hz

0.4 dBmV

43.3 dB

4

0

13

Locked

QAM256

24

573000000 Hz

0.5 dBmV

43.3 dB

15

0

14

Locked

QAM256

25

579000000 Hz

0.3 dBmV

43.2 dB

12

0

15

Locked

QAM256

26

585000000 Hz

0.2 dBmV

43.2 dB

0

0

16

Locked

QAM256

27

591000000 Hz

0.4 dBmV

43.1 dB

0

0

17

Locked

QAM256

28

597000000 Hz

0.3 dBmV

43.1 dB

0

0

18

Locked

QAM256

29

603000000 Hz

0.2 dBmV

43 dB

6

0

19

Locked

QAM256

30

609000000 Hz

-0.1 dBmV

42.8 dB

15

0

20

Locked

QAM256

31

615000000 Hz

-0.3 dBmV

42.6 dB

0

0

21

Locked

QAM256

32

621000000 Hz

-0.2 dBmV

42.6 dB

13

0

22

Locked

QAM256

33

627000000 Hz

-0.6 dBmV

42.3 dB

0

0

23

Locked

QAM256

34

633000000 Hz

-0.3 dBmV

42.4 dB

0

0

24

Locked

QAM256

35

639000000 Hz

-0.6 dBmV

42.1 dB

0

0

25

Locked

QAM256

36

645000000 Hz

-0.6 dBmV

42.1 dB

0

0

26

Locked

QAM256

38

657000000 Hz

-0.9 dBmV

42.2 dB

0

0

27

Locked

QAM256

39

663000000 Hz

-0.8 dBmV

42.3 dB

0

0

28

Locked

QAM256

40

669000000 Hz

-0.7 dBmV

42.4 dB

0

0

29

Locked

QAM256

41

675000000 Hz

-0.9 dBmV

41.4 dB

0

0

30

Locked

QAM256

42

681000000 Hz

-0.9 dBmV

42.3 dB

0

0

31

Locked

QAM256

43

687000000 Hz

-1 dBmV

42.3 dB

0

0

32

Locked

QAM256

44

693000000 Hz

-1.1 dBmV

42.2 dB

0

0

 

Upstream Bonded Channels (Partial Service)

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Not Locked

Unknown

10

0 Ksym/sec

22800000 Hz

0.0 dBmV

2

Locked

ATDMA

11

5120 Ksym/sec

22800000 Hz

45.3 dBmV

3

Locked

ATDMA

12

5120 Ksym/sec

29200000 Hz

47.8 dBmV

4

Locked

ATDMA

13

5120 Ksym/sec

35600000 Hz

45.3 dBmV

5

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

6

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

7

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

8

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

 

Downstream OFDM Channels

Channel

Lock
Status

Modulation /
Profile ID

Channel
ID

Frequency

Power

SNR /
MER

Active Subcarrier
Number Range

Unerrored
Codewords

Correctable
Codewords

Uncorrectable
Codewords

1

Locked

0 ,1 ,2 ,3

159

702000000 Hz

-0.1 dBmV

42.2 dB

1126 ~ 2969

2523611274

15448407

1

2

Not Locked

0

0

0 Hz

0 dBmV

0.0 dB

0 ~ 4095

0

0

0

 

Upstream OFDMA Channels

Channel

Lock Status

Modulation / Profile ID

Channel ID

Frequency

Power

1

Not Locked

0

0

0 Hz

0 dBmV

2

Not Locked

0

0

0 Hz

0 dBmV

 

Extended Upstream Transmit Power

Enable Extended Upstream Transmit Power

 

Current System Time:Tue Sep 20 22:26:41 2022

System Up Time:21:45:34

Bottom of Form

Top of Form

Time

Priority

Description

Tue Sep 20 22:30:50 2022

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 22:29:03 2022

Notice (6)

CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 22:28:52 2022

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 22:28:26 2022

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;

Tue Sep 20 22:28:21 2022

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;

Tue Sep 20 22:28:20 2022

Notice (6)

TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 22:28:10 2022

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Tue Sep 20 22:27:56 2022

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 22:27:55 2022

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 22:27:48 2022

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 22:27:48 2022

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 22:27:36 2022

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 22:27:34 2022

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 22:27:26 2022

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 22:25:56 2022

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:37:48 2022

Notice (6)

CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:37:42 2022

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;

Tue Sep 20 19:37:37 2022

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;

Tue Sep 20 19:37:36 2022

Notice (6)

TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:37:27 2022

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Tue Sep 20 19:37:16 2022

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:37:09 2022

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;

Tue Sep 20 19:37:06 2022

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:36:36 2022

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:36:15 2022

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;

Tue Sep 20 19:36:12 2022

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:36:06 2022

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;

Tue Sep 20 19:35:52 2022

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:35:41 2022

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;

Tue Sep 20 19:35:08 2022

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:34:59 2022

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;

Tue Sep 20 19:34:53 2022

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:34:33 2022

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;

Tue Sep 20 19:34:26 2022

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:33:43 2022

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;

Tue Sep 20 19:33:38 2022

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:33:08 2022

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:32:41 2022

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:32:41 2022

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Sep 20 19:32:33 2022

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

 

Visitor

 • 

2 Messages

3 d ago

Same here. All is good then disconnect for 20-30 seconds then back to normal. Happens 5-10 times a day. 

EG

Expert

 • 

95.7K Messages

3 d ago

@user_106052 @jff6791 

In the first two posts of the signal values, the upstream power on channel number 1 is marginal / high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

jff6791

Contributor

 • 

51 Messages

@EG​  There is single Comcast supplied splitter on the incoming line from the outside grounding block that has tap to the modem.  All connections have been checked and tightened and there is no visible damage to cables inside the house.

EG

Expert

 • 

95.7K Messages

@jff6791​ 

Well if there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated. 


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 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.

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

Visitor

 • 

5 Messages

@EG​ All has been checked on the inside. Is it possible to book a visit with the techs where they just check the outside? And either way is it possible to book a visit via this forum so they can see the information already posted.  

EG

Expert

 • 

95.7K Messages

@user_106052​ wrote;

@EG​ All has been checked on the inside. Is it possible to book a visit with the techs where they just check the outside?

No. The premises facing techs must respond first. It is their S.O.P. to start at the home. If they 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 lie beyond your home in the local neighborhood infrastructure somewhere. And if the problem is found to be on their side of the demarcation point, there will not be any charge.

And either way is it possible to book a visit via this forum so they can see the information already posted. 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. Good luck with it !

(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

Official Employee

 • 

313 Messages

Thanks for taking the time to bring this to our attention @user_106052, and thanks for escalating this to us @EG. We'll be more than happy to take a closer look into these T3 and T4 alerts for you. Would you be willing to send us a private message with your full name and address?

 

To send a "Peer to peer" ("Private") message:

Click "Sign in" if necessary

-Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)

-Click the "New message" (pencil and paper) icon

-Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears, and the "Xfinity Support" graphic will replace the "To:" line

-Type your message in the text area near the bottom of the window

-Press Enter to send it

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
EG

Expert

 • 

95.7K Messages

3 d ago

@user_23e892 @user_1b43c0 

Please create a new topics of your own here on this board detailing your issue. Thanks.

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