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Saltyoldguy
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Friday, June 2nd, 2023 1:45 AM

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Internet Connection Unstable. Getting Event codes 16 and 24 constantly.

My internet is very unstable. Some days I get all 400Mbps and no issues. Other days I get 6 hours of constant drops in down/up speed. sometimes reaching into BELOW 1Mbps on the wired connection. As stated in the title, I get a few Event type 16 and 24 errors a day.

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 28 573000000 Hz 10.2 dBmV 43.8 dB 1160935984 802 1019
2 Locked QAM256 13 483000000 Hz 10.3 dBmV 35.7 dB 1156298519 1148 1768
3 Locked QAM256 14 489000000 Hz 11.0 dBmV 40.1 dB 1156222126 875 1802
4 Locked QAM256 15 495000000 Hz 10.6 dBmV 44.4 dB 1156295735 850 1688
5 Locked QAM256 16 501000000 Hz 11.0 dBmV 44.5 dB 1156322773 839 1729
6 Locked QAM256 17 507000000 Hz 10.7 dBmV 44.2 dB 1156335647 810 1633
7 Locked QAM256 18 513000000 Hz 10.6 dBmV 44.2 dB 1156354964 906 1579
8 Locked QAM256 19 519000000 Hz 10.5 dBmV 44.0 dB 1156381660 766 1607
9 Locked QAM256 20 525000000 Hz 10.4 dBmV 43.2 dB 1156495698 881 1590
10 Locked QAM256 21 531000000 Hz 10.7 dBmV 44.1 dB 1156510550 815 1492
11 Locked QAM256 22 537000000 Hz 10.5 dBmV 44.1 dB 1156540888 953 1462
12 Locked QAM256 23 543000000 Hz 10.8 dBmV 44.3 dB 1156563643 821 1613
13 Locked QAM256 24 549000000 Hz 10.6 dBmV 44.1 dB 1156582356 791 1659
14 Locked QAM256 25 555000000 Hz 11.2 dBmV 44.0 dB 1156603632 975 1612
15 Locked QAM256 26 561000000 Hz 10.7 dBmV 43.8 dB 1156627860 915 1628
16 Locked QAM256 27 567000000 Hz 11.3 dBmV 44.3 dB 1156643734 947 1570
17 Locked QAM256 29 579000000 Hz 10.9 dBmV 44.1 dB 1156665842 818 1575
18 Locked QAM256 30 585000000 Hz 10.3 dBmV 43.7 dB 1156687148 945 1469
19 Locked QAM256 31 591000000 Hz 11.2 dBmV 44.3 dB 1156713793 860 1618
20 Locked QAM256 32 597000000 Hz 11.0 dBmV 44.2 dB 1156734641 945 1451
21 Locked QAM256 33 603000000 Hz 11.6 dBmV 38.1 dB 1156755465 864 1498
22 Locked QAM256 34 609000000 Hz 10.9 dBmV 42.9 dB 1156772644 900 1456
23 Locked QAM256 35 615000000 Hz 11.0 dBmV 44.2 dB 1156800682 793 1431
24 Locked QAM256 36 621000000 Hz 10.6 dBmV 43.8 dB 1156819836 856 1399
25 Locked QAM256 37 627000000 Hz 10.6 dBmV 43.7 dB 1156835657 824 1539
26 Locked QAM256 38 633000000 Hz 10.9 dBmV 43.9 dB 1156866118 795 1386
27 Locked QAM256 39 639000000 Hz 10.9 dBmV 43.9 dB 1156887921 893 1410
28 Locked QAM256 40 645000000 Hz 11.1 dBmV 44.1 dB 1156905653 867 1399
29 Locked QAM256 41 651000000 Hz 10.8 dBmV 43.8 dB 1156927174 999 1485
30 Locked QAM256 42 657000000 Hz 11.1 dBmV 44.1 dB 1156969773 929 1498
31 Locked QAM256 43 663000000 Hz 10.8 dBmV 43.7 dB 1157004993 892 1471
32 Locked QAM256 44 669000000 Hz 11.5 dBmV 43.9 dB 1156988157 838 1464
<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 17 35600000 Hz 43.5 dBmV
2 Locked ATDMA 18 29200000 Hz 43.8 dBmV
3 Locked ATDMA 19 22800000 Hz 43.5 dBmV
4 Locked ATDMA 20 16400000 Hz 43.5 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV
<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
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, 3 193 722000000 Hz 11.4 dBmV 38.8 dB 1108 ~ 2987 13638271164 7488830058 12964
2 Not Locked 0 0 0 Hz 9.8 dBmV 0.0 dB 0 ~ 4095 0 0 0
<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

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2 years ago

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Saltyoldguy

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8 Messages

2 years ago

Just want to add. The problem is so intermittent that my wife can watch Netflix or YouTube just fine. But when I am trying to stream something (that doesn't load ahead and needs constant internet), make internet calls, or play online games, I get such bad packet loss and drops that these activities become literally unusable.

(edited)

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BruceW

Gold Problem Solver

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26.1K Messages

2 years ago

... My internet is very unstable. ... I get a few Event type 16 and 24 errors a day ...

Please post the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1):

  • model number
  • event log, if available (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)
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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Saltyoldguy

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8 Messages

2 years ago

Modem is  CM1000v2. 

Time Priority Description
2023-06-02, 16:20:23 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-02, 15:34:03 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-02, 15:27:34 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-02, 14:15:33 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-02, 14:08:53 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-02, 13:38:07 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-02, 13:33:52 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-02, 12:48:24 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-02, 12:39:54 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-02, 00:53:55 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 21:57:58 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 21:55:37 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 21:13:23 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 14:32:05 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 14:28:33 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 12:23:36 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 12:16:14 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 12:16:04 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 11:57:43 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 11:50:34 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 11:33:35 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-06-01, 11:25:24 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-31, 22:03:34 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-31, 10:15:24 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-31, 10:11:07 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-30, 23:53:32 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-30, 23:49:53 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-30, 23:48:07 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-30, 21:45:22 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-30, 16:11:56 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-30, 16:08:02 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-29, 13:50:28 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-29, 13:23:40 Warning (5) Dynamic Range Window violation
2023-05-29, 13:23:40 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-29, 13:23:40 Warning (5) Dynamic Range Window violation
2023-05-29, 13:23:40 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-29, 13:07:49 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-29, 12:59:13 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-29, 12:59:04 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2023-05-28, 13:54:28 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

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BruceW

Gold Problem Solver

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26.1K Messages

2 years ago

Modem is  CM1000v2 ...

Thank you. Frankly I'm not sure what's happening here. The Event Type Code: 16/24 flip-flop seems to be common for DOCSIS 3.1 modems like the CM1000. The downstream power levels are slightly out of spec (too high, max is +10 dBmV), and the "Started Unicast Maintenance Ranging" and "Dynamic Range Window violation" messages may indicate a problem with the upstream.

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 and an employee does not respond to your message here, 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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XfinityVianney

Official Employee

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1.9K Messages

2 years ago

Hi, @Saltyoldguy. Thank you for reaching out and also attaching your event logs to give us an idea of everything that is going on. I know it's frustrating to have any type of network issue, and I completely get where you are coming from. Have you done any troubleshooting so far with your network or equipment? Did you check the usual suspects like the cables, ports, splitters, or external lines for any damage/splits/cracks?

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Saltyoldguy

Visitor

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8 Messages

2 years ago

Yes I have. Nothing has fixed the issue and I haven't had anything out of the ordinary in my lines. 

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CCKimberly1

Official Employee

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842 Messages

I would really like to take a look at the account details, if I may @Saltyoldguy. Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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 which appears. The "Xfinity Support" graphic replaces 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.

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

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Saltyoldguy

Visitor

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8 Messages

2 years ago

I tried to message Xfinity support as per your request Kimberly but I was told to kick rocks.

Add to that, my internet has been getting worse over the last few days. Almost unusable.

I also cannot access my modem anymore through the net login. This is getting very frustrating and the lack of support I am getting is exceedingly angering.

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Saltyoldguy

Visitor

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8 Messages

2 years ago

Just an update: I've had a tech come out and replace most of the line back to the hub since he said it was mostly bad and setup incorrectly. That fixed SOME issues but it still has problems. I get drops down to 6Mbps still at periods and had a few days that were no different than before the tech came out. I had a Second tech come and he said nothing was an issue. Said the stream to the house was really good. He said my modem could be the issue since we had a pretty bad storm a few months ago but I'm not sure if this is a valid thought. Could he be right? Again, most of the time.my internet works flawlessly.

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CCStephanieK

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909 Messages

Thank you for sharing an update on what's going on with your services. As the issues are still ongoing, I'd like to look into what steps we need to take next to get your services working properly. 

Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle.

I no longer work for Comcast.

2 years ago

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