jff6791's profile

Contributor

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58 Messages

Monday, January 22nd, 2024 5:49 PM

Internet Dropouts with T3 and T4 Timeout Warnings in Modem Log

I've been experiencing internet dropouts lately that have become more frequent.  The modem is a Netgear CM1200 and all connections to it from the grounding block on the house have been checked or replaced.  The levels are as follows:

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 13 507000000 Hz 1.9 dBmV 43.2 dB 174 70
2 Locked QAM256 1 435000000 Hz 1.6 dBmV 43.2 dB 196 62
3 Locked QAM256 2 441000000 Hz 2 dBmV 43.4 dB 179 20
4 Locked QAM256 3 447000000 Hz 1.8 dBmV 43.3 dB 166 32
5 Locked QAM256 4 453000000 Hz 1.6 dBmV 43 dB 172 11
6 Locked QAM256 5 459000000 Hz 1 dBmV 42.6 dB 176 29
7 Locked QAM256 6 465000000 Hz 0.8 dBmV 42.5 dB 182 53
8 Locked QAM256 7 471000000 Hz 0.7 dBmV 42.5 dB 163 13
9 Locked QAM256 8 477000000 Hz 0.8 dBmV 42.7 dB 173 17
10 Locked QAM256 9 483000000 Hz 1 dBmV 42.9 dB 201 10
11 Locked QAM256 10 489000000 Hz 1.2 dBmV 43 dB 197 0
12 Locked QAM256 11 495000000 Hz 1.6 dBmV 43.2 dB 118 23
13 Locked QAM256 12 501000000 Hz 1.6 dBmV 43.1 dB 159 2
14 Locked QAM256 14 513000000 Hz 1.8 dBmV 43.2 dB 210 0
15 Locked QAM256 15 519000000 Hz 1.5 dBmV 43.2 dB 155 13
16 Locked QAM256 16 525000000 Hz 1.7 dBmV 43.1 dB 122 25
17 Locked QAM256 17 531000000 Hz 1.8 dBmV 43.2 dB 158 0
18 Locked QAM256 18 537000000 Hz 1.7 dBmV 43.1 dB 137 0
19 Locked QAM256 19 543000000 Hz 1.5 dBmV 43.1 dB 194 0
20 Locked QAM256 20 549000000 Hz 1.5 dBmV 43 dB 130 0
21 Locked QAM256 21 555000000 Hz 1.4 dBmV 42.9 dB 165 0
22 Locked QAM256 22 561000000 Hz 1.7 dBmV 42.9 dB 153 0
23 Locked QAM256 23 567000000 Hz 1.9 dBmV 43.1 dB 149 0
24 Locked QAM256 24 573000000 Hz 2 dBmV 43.1 dB 121 0
25 Locked QAM256 25 579000000 Hz 2.3 dBmV 43.1 dB 42 0
26 Locked QAM256 26 585000000 Hz 2.3 dBmV 43.2 dB 141 0
27 Locked QAM256 27 591000000 Hz 2.5 dBmV 43.3 dB 70 0
28 Locked QAM256 28 597000000 Hz 2.6 dBmV 43.3 dB 151 0
29 Locked QAM256 29 603000000 Hz 2.9 dBmV 43.3 dB 77 0
30 Locked QAM256 30 609000000 Hz 2.9 dBmV 43.2 dB 110 0
31 Locked QAM256 31 615000000 Hz 2.7 dBmV 42.7 dB 95 0
32 Locked QAM256 32 621000000 Hz 3.3 dBmV 43.2 dB 102 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 16400000 Hz 51.8 dBmV
2 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 51.8 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 29200000 Hz 51.3 dBmV
4 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 50.8 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 3.7 dBmV 43.4 dB 1126 ~ 2969 2303655208 223972 0
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:Mon Jan 22 12:44:56 2024
System Up Time:20:31:18

And the logs look like this every day

Time Priority Description
Mon Jan 22 12:46:20 2024 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;
Mon Jan 22 10:07:54 2024 Warning (5) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 10:07:52 2024 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 10:07:47 2024 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;
Mon Jan 22 09:55:55 2024 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=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 09:55:46 2024 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;
Mon Jan 22 09:55:44 2024 Warning (5) REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 09:55:39 2024 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 09:55:38 2024 Notice (6) TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 09:55:29 2024 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Mon Jan 22 09:55:26 2024 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;
Mon Jan 22 09:55:13 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 09:55:09 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 09:54:57 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 09:53:12 2024 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;
Mon Jan 22 05:02:38 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 05:02:38 2024 Warning (5) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 05:02:36 2024 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 05:01:25 2024 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;
Mon Jan 22 04:50:38 2024 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=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 04:50:32 2024 Error (4) D31 Secure software download can t start, Time of Day has not completed.
Mon Jan 22 04:50:32 2024 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;
Mon Jan 22 04:50:32 2024 Warning (5) Dynamic Range Window violation
Mon Jan 22 04:50:32 2024 Warning (5) RNG-RSP CCAP Commanded Power Exceeds 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;
Mon Jan 22 04:50:32 2024 Warning (5) Dynamic Range Window violation
Mon Jan 22 04:50:32 2024 Warning (5) RNG-RSP CCAP Commanded Power Exceeds 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;
Mon Jan 22 04:50:30 2024 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;
Mon Jan 22 04:50:27 2024 Warning (5) REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 04:50:22 2024 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 04:50:21 2024 Notice (6) TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 04:50:21 2024 Warning (5) ToD request sent - No Response received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 04:50:13 2024 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Mon Jan 22 04:49:58 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 04:49:54 2024 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 04:49:46 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 04:47:57 2024 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;
Mon Jan 22 03:41:34 2024 Warning (5) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 03:41:32 2024 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Jan 22 03:29:48 2024 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;
Mon Jan 22 03:29:35 2024 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=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

I have been unable to reach any support person via phone with any experience in helping with this issue other than blaming the modem.  

Expert

 • 

103.3K Messages

3 months ago

The upstream power is too high and it may be intermittently fluctuating even farther out of spec. 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 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 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, 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.



(edited)

Contributor

 • 

58 Messages

3 months ago

Thanks for the reply.  There is only one splitter and comcast supplied it.  As mentioned in original post all connections taken apart and reconnected.  The only support I am receiving is to replace the modem.

Expert

 • 

103.3K Messages

3 months ago

@jff6791 

If there is nothing 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 up 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.


Good luck !

Contributor

 • 

58 Messages

3 months ago

Is there any way to arrange one here.  The phone support is implicating the modem.

Official Employee

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1.1K Messages

@jff6791 Hello! Thank you for reaching out to us here on our Community Forum. We appreciate you working with our awesome Expert @EG as well. We'll be happy to assist further and see if having a tech out may be the best direction to go from here. Can you please send us a Direct Message with your full name and address? Here are instructions on how to send us a DM in case you need them:

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Expert

 • 

103.3K Messages

3 months ago

Yes. I'll escalate this topic to the Comcast corporate employees (The Digital Care Team) who are available to these boards. You should get a reply here in your topic. Good luck !

Contributor

 • 

58 Messages

3 months ago

Thanks.  They did contact me and the soonest appointment for a truck roll was a week+ out.  I did receive a voicemail advising some non specific problem was located and corrected.  The upstream levels are now a little lower but still have uncorrectable errors after rebooting everything:

Cable Connection
 
Apply               Cancel     
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 507000000 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 13 507000000 Hz 2.8 dBmV 43.1 dB 0 0
2 Locked QAM256 1 435000000 Hz 2.9 dBmV 43.1 dB 23074 6245
3 Locked QAM256 2 441000000 Hz 3.3 dBmV 43.4 dB 0 0
4 Locked QAM256 3 447000000 Hz 2.8 dBmV 43.1 dB 0 0
5 Locked QAM256 4 453000000 Hz 2.3 dBmV 42.8 dB 0 0
6 Locked QAM256 5 459000000 Hz 1.7 dBmV 42.4 dB 0 0
7 Locked QAM256 6 465000000 Hz 1.1 dBmV 42.1 dB 0 0
8 Locked QAM256 7 471000000 Hz 1.3 dBmV 42.3 dB 0 0
9 Locked QAM256 8 477000000 Hz 2 dBmV 42.7 dB 0 0
10 Locked QAM256 9 483000000 Hz 2.5 dBmV 43 dB 0 0
11 Locked QAM256 10 489000000 Hz 2.7 dBmV 43.1 dB 0 0
12 Locked QAM256 11 495000000 Hz 2.7 dBmV 43 dB 0 0
13 Locked QAM256 12 501000000 Hz 2.8 dBmV 43 dB 0 0
14 Locked QAM256 14 513000000 Hz 2.7 dBmV 43 dB 0 0
15 Locked QAM256 15 519000000 Hz 2.4 dBmV 42.9 dB 0 0
16 Locked QAM256 16 525000000 Hz 2.6 dBmV 43 dB 0 0
17 Locked QAM256 17 531000000 Hz 2.8 dBmV 43.1 dB 0 0
18 Locked QAM256 18 537000000 Hz 2.7 dBmV 43 dB 0 0
19 Locked QAM256 19 543000000 Hz 2.5 dBmV 42.9 dB 0 0
20 Locked QAM256 20 549000000 Hz 2.4 dBmV 42.8 dB 0 0
21 Locked QAM256 21 555000000 Hz 2.4 dBmV 42.7 dB 0 0
22 Locked QAM256 22 561000000 Hz 2.6 dBmV 42.7 dB 0 0
23 Locked QAM256 23 567000000 Hz 3 dBmV 42.9 dB 0 0
24 Locked QAM256 24 573000000 Hz 3.2 dBmV 42.9 dB 0 0
25 Locked QAM256 25 579000000 Hz 3.3 dBmV 42.9 dB 0 0
26 Locked QAM256 26 585000000 Hz 3.3 dBmV 43 dB 0 0
27 Locked QAM256 27 591000000 Hz 3.4 dBmV 43.1 dB 0 0
28 Locked QAM256 28 597000000 Hz 3.4 dBmV 43.1 dB 0 0
29 Locked QAM256 29 603000000 Hz 3.6 dBmV 43.1 dB 0 0
30 Locked QAM256 30 609000000 Hz 3.6 dBmV 42.9 dB 0 0
31 Locked QAM256 31 615000000 Hz 3.4 dBmV 42.7 dB 0 0
32 Locked QAM256 32 621000000 Hz 3.8 dBmV 43 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 16400000 Hz 50.8 dBmV
2 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 50.8 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 29200000 Hz 50.3 dBmV
4 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 49.8 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 4.6 dBmV 43.2 dB 1126 ~ 2969 1655373344 896794 24
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 Jan 23 15:53:42 2024
System Up Time:14:20:44

And there are still critical warnings in log but fewer than before:

      Clear Log         Refresh  
 
Time Priority Description
Tue Jan 23 15:42:58 2024 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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;
Tue Jan 23 15:42:27 2024 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; 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;
Tue Jan 23 15:00:08 2024 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;
Tue Jan 23 01:45:57 2024 Warning (5) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Tue Jan 23 01:45:54 2024 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

Whatever problem was found did not totally address the issue apparently.

(edited)

Expert

 • 

103.3K Messages

3 months ago

@jff6791 

Please redact all of the CM MAC and the CMTS MAC addresses from your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private". 

The upstream power levels are still N/G. There's no wiggle room.

(edited)

Contributor

 • 

58 Messages

Meant to do that but forgot - thanks for editing.  We are still getting dropouts and waiting for them to address it.

Expert

 • 

103.3K Messages

3 months ago

Apparently there is still an upsteam channel / return path impairment in the line(s) somewhere. This can't be fixed remotely. It takes a *boots on the ground* tech intervention. 

I'll repeat this part: 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 up 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.


Good luck with it !

(edited)

Contributor

 • 

58 Messages

Just to update:  We had a tech visit a few weeks ago and it was deemed that the underground service needed replacement - it's 35 years old with an overhead splice due to a pole hit/replacement previously.  The modem levels/logs are more or less the same and internet connection still dropping out intermittently.

Cable Connection
 
Apply               Cancel     
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 555000000 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 21 555000000 Hz 2 dBmV 42.9 dB 0 0
2 Locked QAM256 1 435000000 Hz 2.4 dBmV 43.2 dB 5 0
3 Locked QAM256 2 441000000 Hz 2.4 dBmV 43.2 dB 6 0
4 Locked QAM256 3 447000000 Hz 2.1 dBmV 43 dB 6 0
5 Locked QAM256 4 453000000 Hz 1.7 dBmV 42.8 dB 2 0
6 Locked QAM256 5 459000000 Hz 0.8 dBmV 42.3 dB 12 0
7 Locked QAM256 6 465000000 Hz 0.7 dBmV 42.2 dB 7 0
8 Locked QAM256 7 471000000 Hz 1.4 dBmV 42.5 dB 7 0
9 Locked QAM256 8 477000000 Hz 1.8 dBmV 42.8 dB 1 0
10 Locked QAM256 9 483000000 Hz 2.1 dBmV 43 dB 1 0
11 Locked QAM256 10 489000000 Hz 2.2 dBmV 43.1 dB 14 0
12 Locked QAM256 11 495000000 Hz 2.3 dBmV 43.1 dB 12 0
13 Locked QAM256 12 501000000 Hz 2.3 dBmV 43 dB 0 0
14 Locked QAM256 13 507000000 Hz 2.3 dBmV 43.1 dB 0 0
15 Locked QAM256 14 513000000 Hz 2.1 dBmV 43.1 dB 0 0
16 Locked QAM256 15 519000000 Hz 1.6 dBmV 42.9 dB 0 0
17 Locked QAM256 16 525000000 Hz 2.3 dBmV 43.1 dB 0 0
18 Locked QAM256 17 531000000 Hz 2.3 dBmV 43.1 dB 1 0
19 Locked QAM256 18 537000000 Hz 2.2 dBmV 43 dB 0 0
20 Locked QAM256 19 543000000 Hz 1.9 dBmV 42.9 dB 0 0
21 Locked QAM256 20 549000000 Hz 2 dBmV 42.9 dB 0 0
22 Locked QAM256 22 561000000 Hz 2.3 dBmV 42.9 dB 0 0
23 Locked QAM256 23 567000000 Hz 2.7 dBmV 43.2 dB 0 0
24 Locked QAM256 24 573000000 Hz 2.8 dBmV 43.1 dB 8 0
25 Locked QAM256 25 579000000 Hz 3 dBmV 43.2 dB 0 0
26 Locked QAM256 26 585000000 Hz 3.1 dBmV 43.2 dB 0 0
27 Locked QAM256 27 591000000 Hz 3.2 dBmV 43.3 dB 0 0
28 Locked QAM256 28 597000000 Hz 3.3 dBmV 43.3 dB 0 0
29 Locked QAM256 29 603000000 Hz 3.4 dBmV 43.2 dB 0 0
30 Locked QAM256 30 609000000 Hz 3.1 dBmV 43 dB 0 0
31 Locked QAM256 31 615000000 Hz 2.9 dBmV 42.9 dB 0 0
32 Locked QAM256 32 621000000 Hz 3.3 dBmV 43 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 16400000 Hz 50.8 dBmV
2 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 50.8 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 29200000 Hz 50.3 dBmV
4 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 50.3 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 4.5 dBmV 43.3 dB 1126 ~ 2969 25251822733 5658533 5
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:Thu Feb 22 20:17:17 2024

System Up Time:9 days 00:34:41

Event Log
       Clear Log                Refresh        
 
Time Priority Description
Thu Feb 22 15:40:10 2024 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=Redacted;CMTS-MAC=Redacted;CM-QOS=1.1;CM-VER=3.1;

Contributor

 • 

58 Messages

22 days ago

Update:  Underground service cable was replaced today (including the overhead splice at pole) but upstream levels only came down 1 or 2 dB.  Another tech was dispatched who traced the issue to line amp supplying the street.  After some adjustments were completed these are the current levels and the log has been clear of entries since:

 
Apply               Cancel     
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 531000000 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 17 531000000 Hz 3.7 dBmV 41.9 dB 1 0
2 Locked QAM256 1 435000000 Hz 3.9 dBmV 42.2 dB 0 0
3 Locked QAM256 2 441000000 Hz 3.7 dBmV 42.2 dB 0 0
4 Locked QAM256 3 447000000 Hz 3.4 dBmV 41.9 dB 0 0
5 Locked QAM256 4 453000000 Hz 3 dBmV 41.7 dB 0 0
6 Locked QAM256 5 459000000 Hz 2.2 dBmV 41.3 dB 1 0
7 Locked QAM256 6 465000000 Hz 2.3 dBmV 41.3 dB 1 0
8 Locked QAM256 7 471000000 Hz 2.8 dBmV 41.6 dB 1 0
9 Locked QAM256 8 477000000 Hz 3.2 dBmV 41.8 dB 1 0
10 Locked QAM256 9 483000000 Hz 3.4 dBmV 41.9 dB 1 0
11 Locked QAM256 10 489000000 Hz 3.6 dBmV 41.9 dB 1 0
12 Locked QAM256 11 495000000 Hz 3.7 dBmV 41.9 dB 2 0
13 Locked QAM256 12 501000000 Hz 3.7 dBmV 41.9 dB 3 0
14 Locked QAM256 13 507000000 Hz 3.8 dBmV 42 dB 3 0
15 Locked QAM256 14 513000000 Hz 3.7 dBmV 41.9 dB 5 0
16 Locked QAM256 15 519000000 Hz 3.5 dBmV 41.8 dB 10 0
17 Locked QAM256 16 525000000 Hz 3.7 dBmV 41.8 dB 2 0
18 Locked QAM256 18 537000000 Hz 3.4 dBmV 41.9 dB 1 0
19 Locked QAM256 19 543000000 Hz 3.3 dBmV 41.9 dB 7 0
20 Locked QAM256 20 549000000 Hz 3.4 dBmV 42 dB 3 0
21 Locked QAM256 21 555000000 Hz 3.6 dBmV 42.1 dB 2 0
22 Locked QAM256 22 561000000 Hz 3.9 dBmV 42.1 dB 3 0
23 Locked QAM256 23 567000000 Hz 4.3 dBmV 42.3 dB 1 0
24 Locked QAM256 24 573000000 Hz 4.4 dBmV 42.3 dB 2 0
25 Locked QAM256 25 579000000 Hz 4.5 dBmV 42.3 dB 1 0
26 Locked QAM256 26 585000000 Hz 4.7 dBmV 42.4 dB 1 0
27 Locked QAM256 27 591000000 Hz 4.8 dBmV 42.3 dB 0 0
28 Locked QAM256 28 597000000 Hz 4.8 dBmV 42.2 dB 0 0
29 Locked QAM256 29 603000000 Hz 4.8 dBmV 42.2 dB 0 0
30 Locked QAM256 30 609000000 Hz 4.6 dBmV 41.9 dB 0 0
31 Locked QAM256 31 615000000 Hz 4.1 dBmV 41.4 dB 0 0
32 Locked QAM256 32 621000000 Hz 4.6 dBmV 42.1 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 16400000 Hz 43 dBmV
2 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 43.5 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 29200000 Hz 43 dBmV
4 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 43.5 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 5.6 dBmV 42.2 dB 1126 ~ 2969 1808996371 3714955 0
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 Apr 02 23:09:01 2024
System Up Time:15:17:47

Expert

 • 

103.3K Messages

21 days ago

Glad it got squared away ! Hope things hold up for you ! Best of luck with it !

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