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.

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Responses

jff6791

Contributor

•

58 Messages

2 years ago

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

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EG

Expert

•

103.5K Messages

2 years ago

@jff6791

Are you the original poster @user_106052 ?

1

0

U

user_106052

Visitor

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5 Messages

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

2 years ago

0

jff6791

Contributor

•

58 Messages

2 years 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.

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jff6791

Contributor

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58 Messages

2 years ago

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

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EG

Expert

•

103.5K Messages

2 years 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.

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user_106052

Visitor

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5 Messages

2 years 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

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user_106052

Visitor

•

5 Messages

2 years ago

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

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user_23e892

Visitor

•

1 Message

2 years 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

1

0

XfinityJeniece

Official Employee

•

1.7K 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

2 years ago

0

jff6791

Contributor

•

58 Messages

2 years 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

0

jff6791

Contributor

•

58 Messages

2 years 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;

0

U

user_1b43c0

Visitor

•

4 Messages

2 years ago

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

0

EG

Expert

•

103.5K Messages

2 years 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 !

5

0

jff6791

Contributor

•

58 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.

2 years ago

0

EG

Expert

•

103.5K 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

2 years ago

0

U

user_106052

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.

2 years ago

0

EG

Expert

•

103.5K 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

2 years ago

0

CCJoshua1

Problem Solver

•

567 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 no longer work for Comcast.

2 years ago

EG

Expert

•

103.5K Messages

2 years ago

@user_23e892 @user_1b43c0

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

0

Your Home Network

user_106052

Intermittent service interruptions

jff6791

EG

user_106052

jff6791

jff6791

EG

user_106052

user_106052

user_23e892

XfinityJeniece

jff6791

jff6791

user_1b43c0

EG

jff6791

EG

user_106052

EG

CCJoshua1

EG

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