Visitor
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5 Messages
Internet dropping and slow internet speeds
Having some major issues with my Xfinity internet. Have a 200 Mbps plan but have bee getting speeds of 1-6 Mbps. Occasionally the connection drops entirely and I need to reboot the router to get it working again.
Have attempted hard resets, firmware updates and tested the cables. All seems to be fine from that end. It is just excruciatingly slow (how did we ever get away with a 56k connection!).
I worked with a support chat staff at XFinity about a week and a half ago. The tech said that there were some issues that they found on their network side that they pushed a fix out for. The support staff then quoted me a great deal that would have come with a new modem/router but failed in the process of setting it up. When I followed up it turns out I was misquoted the price and I am not signing up to pay $30 more dollars a month for XFinity to leech my bandwidth to expand their free wifi network (I have a wireless router that is working just fine).
Anyone else having issues with slow speeds? Any ideas on other things to try?
Bridgett2610
Visitor
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4 Messages
4 years ago
Have you looked online or on your Xfinity to see if you due for a modem upgrade? I’m not sure if it varies very drastically from state to state, but I am from Pennsylvania and as of maybe not even two months ago or so I saw that I was two for a free modem upgrade that was helping with speed and other issues. But if you look and see that you need an upgrade, or if you can’t figure out how to do that you could also call their customer service number. The best part of it is you can have the option that you click to have Xfinity send you it through the mail and ship you a new modem,
and they pay for it as well as the label for you to ship back your old one.
You could use the website if you wanted to, but If not you can download my Xfinity app ( which is much more difficult to navigate then the app), and troubleshoot your Wi-Fi, by clicking on the Internet option at the bottom by pressing troubleshoot network after you scroll down a little bit, also you can unplug your cords, specifically mostly your power cord, leave it unplugged for a few minutes and then plug it back in and restart your modem.
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EG
Expert
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110.1K Messages
4 years ago
@Anotherjohnson
Please start here if you wish;
https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9
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Anotherjohnson
Visitor
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5 Messages
4 years ago
Speed appears to be resolved after working with another tech. Unfortunately the connection continues to drop.
Cable modem (CM500-100NAS) error log pasted below:
Time
Priority
Description
2021-8-17, 20:29:21
Warning (5)
MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:48
Notice (6)
Honoring MDD; IP provisioning mode = IPv6
1970-1-1, 00:00:28
Critical (3)
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:22
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
2021-8-17, 20:26:44
Critical (3)
Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:27
Critical (3)
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:22
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
2021-8-17, 17:37:04
Critical (3)
Resetting the cable modem due to docsDevResetNow
2021-8-17, 17:35:18
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=3.0;
2021-8-17, 17:34:05
Critical (3)
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
2021-8-17, 17:33:57
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=3.0;
2021-8-17, 17:33:45
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 17:33:37
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=3.0;
2021-8-17, 17:33:25
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 17:33:05
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 17:16:39
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=3.0;
2021-8-17, 17:16:06
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 16:48:21
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=3.0;
2021-8-17, 16:47:15
Critical (3)
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
2021-8-17, 16:47:07
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=3.0;
2021-8-17, 16:46:59
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 16:46:39
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 16:46:34
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 16:42:32
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=3.0;
2021-8-17, 16:41:59
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 15:34:29
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=3.0;
2021-8-17, 15:23:39
Critical (3)
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
2021-8-17, 15:23:30
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=3.0;
2021-8-17, 15:23:16
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 15:23:09
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=3.0;
2021-8-17, 15:22:58
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 15:22:36
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 15:21:29
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=3.0;
2021-8-17, 15:20:57
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 14:15:53
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=3.0;
2021-8-17, 14:14:45
Critical (3)
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
2021-8-17, 14:14:37
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=3.0;
2021-8-17, 14:14:24
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 14:14:17
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=3.0;
2021-8-17, 14:14:04
Critical (3)
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Modem is less than a year old. Anyone have insights based on these errors?
(edited)
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0
EG
Expert
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110.1K Messages
4 years ago
Please redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. Personally identifying 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".
Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
4
JudyHH1
New Poster
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3 Messages
4 years ago
Yes - very slow! I'm in San Jose,California.
1
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Anotherjohnson
Visitor
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5 Messages
4 years ago
Is there anybody out there?
Still experiencing occasional connectivity drops. Is anyone tracking/assigned since this was escalated?
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