6 Messages
Internet Connection Drops Frequently
I'm experiencing intermittent drops in my connection. I have an Eero mesh wifi system and a Motorola SB8600 cable modem. The wifi seems to be functioning properly, but the internet is unreliable. I already had a Comcast tech come out last year, and they redid the wiring from the pole to my house. The problem went away for a few months, but it is now worse than ever. I have attached the connection info and events log from my cable modem. Note that all of the events in the log are from less than 24 hours of uptime.
Channel |
Lock Status |
Modulation |
Channel ID |
Freq. (MHz) |
Pwr (dBmV) |
SNR (dB) |
Corrected |
Uncorrected |
1 |
Locked |
QAM256 |
36 |
615.0 |
2.4 |
43.8 |
0 |
0 |
2 |
Locked |
QAM256 |
13 |
477.0 |
3.4 |
44.6 |
0 |
0 |
3 |
Locked |
QAM256 |
14 |
483.0 |
3.3 |
44.5 |
0 |
0 |
4 |
Locked |
QAM256 |
15 |
489.0 |
3.4 |
44.5 |
0 |
0 |
5 |
Locked |
QAM256 |
16 |
495.0 |
3.2 |
44.6 |
0 |
0 |
6 |
Locked |
QAM256 |
17 |
501.0 |
3.2 |
44.6 |
0 |
0 |
7 |
Locked |
QAM256 |
18 |
507.0 |
3.0 |
44.5 |
0 |
0 |
8 |
Locked |
QAM256 |
19 |
513.0 |
3.0 |
44.5 |
0 |
0 |
9 |
Locked |
QAM256 |
20 |
519.0 |
2.9 |
44.5 |
0 |
0 |
10 |
Locked |
QAM256 |
21 |
525.0 |
2.9 |
44.5 |
0 |
0 |
11 |
Locked |
QAM256 |
22 |
531.0 |
2.8 |
44.3 |
0 |
0 |
12 |
Locked |
QAM256 |
23 |
537.0 |
2.6 |
44.2 |
0 |
0 |
13 |
Locked |
QAM256 |
24 |
543.0 |
2.5 |
44.2 |
0 |
0 |
14 |
Locked |
QAM256 |
25 |
549.0 |
2.4 |
44.1 |
0 |
0 |
15 |
Locked |
QAM256 |
26 |
555.0 |
2.3 |
44.1 |
0 |
0 |
16 |
Locked |
QAM256 |
27 |
561.0 |
2.4 |
44.0 |
0 |
0 |
17 |
Locked |
QAM256 |
28 |
567.0 |
2.5 |
44.0 |
0 |
0 |
18 |
Locked |
QAM256 |
29 |
573.0 |
2.4 |
44.1 |
0 |
0 |
19 |
Locked |
QAM256 |
30 |
579.0 |
2.5 |
44.1 |
0 |
0 |
20 |
Locked |
QAM256 |
31 |
585.0 |
2.5 |
44.0 |
0 |
0 |
21 |
Locked |
QAM256 |
32 |
591.0 |
2.4 |
43.9 |
0 |
0 |
22 |
Locked |
QAM256 |
33 |
597.0 |
2.6 |
43.9 |
0 |
0 |
23 |
Locked |
QAM256 |
34 |
603.0 |
2.2 |
43.8 |
0 |
0 |
24 |
Locked |
QAM256 |
35 |
609.0 |
2.4 |
43.9 |
0 |
0 |
25 |
Locked |
QAM256 |
37 |
621.0 |
2.6 |
43.7 |
0 |
0 |
26 |
Locked |
QAM256 |
38 |
627.0 |
2.8 |
43.9 |
0 |
0 |
27 |
Locked |
QAM256 |
39 |
633.0 |
2.7 |
43.8 |
0 |
0 |
28 |
Locked |
QAM256 |
40 |
639.0 |
2.9 |
43.8 |
0 |
0 |
29 |
Locked |
QAM256 |
41 |
645.0 |
2.9 |
43.9 |
0 |
0 |
30 |
Locked |
QAM256 |
42 |
651.0 |
3.0 |
43.9 |
0 |
0 |
31 |
Locked |
QAM256 |
43 |
657.0 |
3.2 |
44.0 |
0 |
0 |
32 |
Locked |
QAM256 |
44 |
663.0 |
3.3 |
43.7 |
0 |
0 |
33 |
Locked |
OFDM PLC |
193 |
690.0 |
3.4 |
43.3 |
150868260 |
0 |
34 |
Locked |
OFDM PLC |
194 |
957.0 |
-3.7 |
41.5 |
202986402 |
0 |
\
Channel |
Lock Status |
Channel Type |
Channel ID |
Symb. Rate (Ksym/sec) |
Freq. (MHz) |
Pwr (dBmV) |
1 |
Locked |
SC-QAM |
1 |
5120 |
16.4 |
41.5 |
2 |
Locked |
SC-QAM |
2 |
5120 |
22.8 |
42.0 |
3 |
Locked |
SC-QAM |
3 |
5120 |
29.2 |
42.8 |
4 |
Locked |
SC-QAM |
4 |
5120 |
35.6 |
43.0 |
Time |
Priority |
Description |
|||
01:57:18 Sun Sep 8 2024 |
Critical (3) |
UCD invalid or channel unusable;CM-MAC=[redacted];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
|||
Time Not Established |
Critical (3) |
CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz. |
|||
Time Not Established |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
|||
Time Not Established |
Critical (3) |
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
|||
Time Not Established |
Critical (3) |
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
|||
Time Not Established |
Critical (3) |
CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. |
|||
Time Not Established |
Notice (6) |
Honoring MDD; IP provisioning mode = IPv6 |
|||
Time Not Established |
Critical (3) |
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
|||
Time Not Established |
Critical (3) |
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
|||
18:04:38 Mon Sep 9 2024 |
Critical (3) |
CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
|||
18:04:39 Mon Sep 9 2024 |
Critical (3) |
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
|||
18:04:39 Mon Sep 9 2024 |
Critical (3) |
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
|||
18:04:39 Mon Sep 9 2024 |
Critical (3) |
CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 85MHz. |
|||
18:04:41 Mon Sep 9 2024 |
Critical (3) |
UCD invalid or channel unusable;CM-MAC=[redacted];CMTS-MAC=00:90:f0:2e:06:00;CM-QOS=1.1;CM-VER=3.1; |
|||
18:04:43 Mon Sep 9 2024 |
Notice (6) |
Honoring MDD; IP provisioning mode = IPv6 |
|||
18:04:52 Mon Sep 9 2024 |
Critical (3) |
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
|||
18:04:52 Mon Sep 9 2024 |
Critical (3) |
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
|||
18:04:52 Mon Sep 9 2024 |
Critical (3) |
CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
|||
18:04:57 Mon Sep 9 2024 |
Notice (6) |
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[redacted];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
|||
18:04:59 Mon Sep 9 2024 |
Notice (6) |
DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[redacted];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
|||
18:05:06 Mon Sep 9 2024 |
Critical (3) |
UCD invalid or channel unusable;CM-MAC=[redacted];CMTS-MAC=00:90:f0:2e:06:00;CM-QOS=1.1;CM-VER=3.1; |
user_dj8gdt
1 Message
2 months ago
Same here. This has been an ongoing issue at our home as well. I have not been capturing logs but might if asked. My hardware configuration is similar to yours. Eero wifi with Motorola MB8611 Docsis 3.1 modem.
1
0
FenrisUlf
New Poster
•
2 Messages
2 months ago
Xfinity-approved cable modem. Tight cable connections. No sign of modem or connection problems. This is a recent up/down record:
Anybody know how to get Xfinity to pay attention to this possible problem?
2
0
XfinityBradM
Official Employee
•
655 Messages
2 months ago
Hey there, @user_zjv1u6. Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. It appears some channels on the signal are having a tough time. We can dig into that signal a bit more from our end and provide some insight and resolution.
Please note that sending unsolicited peer to peer direct messages to myself or any other user is a direct violation of our forum guidelines. Now that you've created a Public post requesting assistance, a Comcast verified employee may respond and ask for a direct message to be sent, you can then proceed with doing so. This is a heads up for future reference and the rest of the community. I look forward to further assisting you and will continue the interaction in the DM you've already sent.
1
0
EG
Expert
•
107.2K Messages
2 months ago
@user_zjv1u6 @XfinityBradM
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
1
0
EG
Expert
•
107.2K Messages
2 months ago
@user_zjv1u6
Thank you !
0
0
user_zjv1u6
6 Messages
2 months ago
A tech just came out, and (hopefully) fixed my problem. A previous tech had installed an attenuator (it looked like this: https://www.fairviewmicrowave.com/1db-fixed-attenuator-sma-male-sma-female-2-watts-fmat7608-1-p.aspx) where the coax line plugged into my modem. Today's tech said Comcast stopped installing them about 6 months ago and that they can especially interfere with the OFDM channels (note all the corrected errors there in the table in my first post). My modem diagnostics now show power levels equivalent to the readings the tech got from the pole today. I can't yet confirm that long term reliability will improve, but I will post again if issues continue.
0
0
EG
Expert
•
107.2K Messages
2 months ago
Thanks for the update ! Fingers crossed !
0
0