Internet Dropping constantly

Hello. Recently I have upgraded my internet along with the modem. Once or twice through the day the modem suddenly stops connecting to the internet. Had a technician before since I had a problem with a previous modem, but the issue seems to me persisting. I have a Netgear cm2000.

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	495000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+

Downstream Bonded Channels (Partial Service)

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	5	495000000 Hz	10.6 dBmV	41.8 dB	0	0
2	Locked	QAM256	1	471000000 Hz	10.4 dBmV	41.7 dB	0	0
3	Locked	QAM256	2	477000000 Hz	10.4 dBmV	41.7 dB	0	0
4	Locked	QAM256	3	483000000 Hz	10.4 dBmV	41.6 dB	0	0
5	Locked	QAM256	4	489000000 Hz	10.5 dBmV	41.8 dB	0	0
6	Locked	QAM256	6	507000000 Hz	11.0 dBmV	41.6 dB	0	0
7	Locked	QAM256	7	513000000 Hz	11.0 dBmV	41.7 dB	0	0
8	Locked	QAM256	8	519000000 Hz	11.2 dBmV	41.8 dB	0	0
9	Locked	QAM256	9	525000000 Hz	11.2 dBmV	41.8 dB	0	0
10	Locked	QAM256	10	531000000 Hz	11.2 dBmV	41.9 dB	0	0
11	Locked	QAM256	11	537000000 Hz	11.1 dBmV	41.9 dB	0	0
12	Locked	QAM256	12	543000000 Hz	10.8 dBmV	41.7 dB	0	0
13	Locked	QAM256	13	549000000 Hz	10.4 dBmV	41.6 dB	0	0
14	Locked	QAM256	14	555000000 Hz	10.1 dBmV	41.4 dB	0	0
15	Locked	QAM256	15	561000000 Hz	9.9 dBmV	41.2 dB	0	0
16	Locked	QAM256	16	567000000 Hz	10.0 dBmV	41.3 dB	0	0
17	Locked	QAM256	17	573000000 Hz	10.0 dBmV	41.3 dB	0	0
18	Locked	QAM256	18	579000000 Hz	10.5 dBmV	41.3 dB	0	0
19	Locked	QAM256	19	585000000 Hz	11.0 dBmV	41.4 dB	0	0
20	Locked	QAM256	33	447000000 Hz	11.1 dBmV	42.1 dB	0	0
21	Locked	QAM256	34	453000000 Hz	11.0 dBmV	42.1 dB	0	0
22	Locked	QAM256	35	459000000 Hz	10.8 dBmV	42.0 dB	0	0
23	Locked	QAM256	36	465000000 Hz	10.6 dBmV	41.9 dB	0	0
24	Locked	QAM256	38	423000000 Hz	11.7 dBmV	42.5 dB	0	0
25	Locked	QAM256	39	429000000 Hz	11.8 dBmV	42.4 dB	0	0
26	Locked	QAM256	40	435000000 Hz	11.6 dBmV	42.4 dB	0	0
27	Locked	QAM256	41	441000000 Hz	11.3 dBmV	42.1 dB	0	0
28	Locked	QAM256	42	399000000 Hz	10.8 dBmV	42.5 dB	0	0
29	Locked	QAM256	43	405000000 Hz	11.1 dBmV	42.5 dB	0	0
30	Locked	QAM256	44	411000000 Hz	11.1 dBmV	42.4 dB	0	0
31	Locked	QAM256	45	417000000 Hz	11.7 dBmV	42.5 dB	0	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	5120	35600000 Hz	39.5 dBmV
2	Locked	ATDMA	2	5120	29200000 Hz	39.8 dBmV
3	Locked	ATDMA	3	5120	22800000 Hz	39.8 dBmV
4	Locked	ATDMA	4	5120	16400000 Hz	39.5 dBmV
5	Locked	ATDMA	9	1280	39600000 Hz	39.0 dBmV
6	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0	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	Not Locked	0	0	0 Hz	0 dBmV	0.0 dB	0 ~ 4095	0	0	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

The downstream and upstream OFDMA channel I believe are maybe a software glitch which is why maybe it shows zero. When I reset it gives me the numbers normally.

Time	Priority	Description
Sat Jan 08 16:55:00 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID:
Sat Jan 08 16:54:42 2022	(Warning (5))	MDD message timeout
Sat Jan 08 16:54:38 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID:
Sat Jan 08 16:54:16 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 23; Chan ID: 37; DSID:
Sat Jan 08 16:53:51 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 1; Chan ID: 37;
Sat Jan 08 16:53:24 2022	(Warning (5))	MDD message timeout
Sat Jan 08 16:53:19 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID
Sat Jan 08 16:53:03 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 23; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA
Sat Jan 08 16:52:52 2022	(Warning (5))	MDD message timeout
Sat Jan 08 16:52:51 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A
Sat Jan 08 16:52:31 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A
Sat Jan 08 16:52:22 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 1; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A
Sat Jan 08 16:52:04 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 20; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A
Sat Jan 08 16:52:02 2022	(Warning (5))	MDD message timeout
Sat Jan 08 16:51:59 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile
Sat Jan 08 16:51:54 2022	(Warning (5))	MDD message timeout
Sat Jan 08 16:51:54 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A
Sat Jan 08 16:51:34 2022	(Notice (6))	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile
Sat Jan 08 16:51:33 2022	(Notice (6))	TLV-11 - unrecognized OID
Sat Jan 08 16:51:22 2022	(Notice (6))	Honoring MDD; IP provisioning mode = IPv6
Sat Jan 08 16:51:18 2022	(Critical (3))	No Ranging Response received - T3 time-out
Sat Jan 08 16:49:36 2022	(Warning (5))

Sat Jan 08 16:49:04 2022	(Warning (5))	MDD message timeout
Sat Jan 08 16:49:01 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A
Sat Jan 08 16:49:01 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID
Sat Jan 08 16:49:01 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 20; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A
Sat Jan 08 16:49:00 2022	(Critical (3))	Started Unicast Maintenance Ranging - No Response received - T3 time-out
Sat Jan 08 16:47:57 2022	(Notice (6))	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3
Sat Jan 08 16:47:56 2022	(Notice (6))	TLV-11 - unrecognized OID
Sat Jan 08 16:47:46 2022	(Notice (6))	Honoring MDD; IP provisioning mode = IPv6
Sat Jan 08 16:47:42 2022	(Critical (3))	No Ranging Response received - T3 time-out
Sat Jan 08 16:45:10 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 1; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A
Sat Jan 08 16:45:08 2022	(Warning (5))	MDD message timeout
Sat Jan 08 16:45:06 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID
Sat Jan 08 16:44:34 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 1; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A
Sat Jan 08 16:44:24 2022	(Warning (5))	MDD message timeout;CM-MAC
Sat Jan 08 16:42:45 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 1; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A
Sat Jan 08 16:42:30 2022	(Warning (5))	MDD message timeout
Sat Jan 08 16:42:30 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A

The event logs that I see I am getting a lot of timeouts and CM-STATUS messages. Not sure what it wrong I would be happy to receive help with this.

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Responses

user_f8d315

Visitor

•

3 Messages

1 year ago

I'm getting the same issues since Friday - something is going on with Xfinity.

(edited)

EG

Expert

•

98.9K Messages

@user_f8d315

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

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

1 year ago

EG

Expert

•

98.9K Messages

1 year ago

@Mallaxizz

This may not be the root cause of the problem (YMMV), but the downstream power is pretty hot / high and should be addressed regardless. It may be overdriving the front end receiver circuit of the modem which can cause spontaneous disconnects.

Is there a drop amplifier in the coax cable line leading to the modem ? If so, try removing / bypassing it and see. If not, you can try using a 6dB attenuator pad such as this one to knock that power back down into spec: https://www.amazon.com/6db-Attenuator-Pad-1-each/dp/B0013L48XA

Good luck with it ! Please post back with how things go.

Mallaxizz

New Poster

•

7 Messages

@EG Hi. I ordered the piece and should arrive by Wednesday here. I've took another look at the power levels and I believe you are right that they are too high for the modem. Still having disconnects, but I'm hoping those issues are gone with the 6dB attenuator pad.

1 year ago

EG

Expert

•

98.9K Messages

@Mallaxizz

Good luck ! Please post back with the outcome.

1 year ago

Mallaxizz

New Poster

•

7 Messages

@EG

Hi. I have installed the 6dB attenuator pad right in the back of the modem. In the beginning the connection was fine again, but the timeout errors keep coming back and connection stutters now and will drop still. I know at the cable box I found a PPC SNLP-MoCA POE Coax Filter and I'm not sure whether just to remove that piece and have the 6dB attenuator in it's place instead of having it at the back of the modem. Never had issues before I upgraded to Docsis 3.1.

Frequency start Value

Starting Frequency

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	495000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+

Downstream Bonded Channels (Partial Service)

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	5	495000000 Hz	6.2 dBmV	42.2 dB	0	0
2	Locked	QAM256	1	471000000 Hz	6.0 dBmV	42.2 dB	0	0
3	Locked	QAM256	2	477000000 Hz	6.1 dBmV	42.2 dB	0	0
4	Locked	QAM256	3	483000000 Hz	6.1 dBmV	42.1 dB	0	0
5	Locked	QAM256	4	489000000 Hz	6.2 dBmV	42.3 dB	0	0
6	Locked	QAM256	6	507000000 Hz	6.4 dBmV	42.1 dB	0	0
7	Locked	QAM256	7	513000000 Hz	6.4 dBmV	42.2 dB	0	0
8	Locked	QAM256	8	519000000 Hz	6.6 dBmV	42.2 dB	0	0
9	Locked	QAM256	9	525000000 Hz	6.8 dBmV	42.2 dB	0	0
10	Locked	QAM256	10	531000000 Hz	6.8 dBmV	42.3 dB	0	0
11	Locked	QAM256	11	537000000 Hz	6.7 dBmV	42.3 dB	0	0
12	Locked	QAM256	12	543000000 Hz	6.3 dBmV	42.2 dB	0	0
13	Locked	QAM256	13	549000000 Hz	6.0 dBmV	42.1 dB	0	0
14	Locked	QAM256	14	555000000 Hz	5.5 dBmV	41.8 dB	0	0
15	Locked	QAM256	15	561000000 Hz	5.5 dBmV	41.6 dB	0	0
16	Locked	QAM256	16	567000000 Hz	5.4 dBmV	41.7 dB	0	0
17	Locked	QAM256	17	573000000 Hz	5.5 dBmV	41.6 dB	0	0
18	Locked	QAM256	18	579000000 Hz	6.0 dBmV	41.7 dB	0	0
19	Locked	QAM256	19	585000000 Hz	6.5 dBmV	41.8 dB	0	0
20	Locked	QAM256	33	447000000 Hz	6.7 dBmV	42.6 dB	0	0
21	Locked	QAM256	34	453000000 Hz	6.6 dBmV	42.5 dB	0	0
22	Locked	QAM256	35	459000000 Hz	6.4 dBmV	42.5 dB	0	0
23	Locked	QAM256	36	465000000 Hz	6.2 dBmV	42.4 dB	0	0
24	Locked	QAM256	38	423000000 Hz	7.4 dBmV	42.9 dB	0	0
25	Locked	QAM256	39	429000000 Hz	7.4 dBmV	42.9 dB	0	0
26	Locked	QAM256	40	435000000 Hz	7.3 dBmV	42.8 dB	0	0
27	Locked	QAM256	41	441000000 Hz	6.9 dBmV	42.6 dB	0	0
28	Locked	QAM256	42	399000000 Hz	6.4 dBmV	42.9 dB	0	0
29	Locked	QAM256	43	405000000 Hz	6.5 dBmV	42.9 dB	0	0
30	Locked	QAM256	44	411000000 Hz	6.8 dBmV	42.9 dB	0	0
31	Locked	QAM256	45	417000000 Hz	7.2 dBmV	43.0 dB	0	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	5120	35600000 Hz	40.0 dBmV
2	Locked	ATDMA	2	5120	29200000 Hz	40.3 dBmV
3	Locked	ATDMA	3	5120	22800000 Hz	40.3 dBmV
4	Locked	ATDMA	4	5120	16400000 Hz	40.0 dBmV
5	Locked	ATDMA	9	1280	39600000 Hz	39.5 dBmV
6	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0	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	Not Locked	0	0	0 Hz	0 dBmV	0.0 dB	0 ~ 4095	0	0	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

Time	Priority	Description
Thu Jan 13 00:05:14 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 4; Chan ID: 6 7 8 9 10 11 12 13 14 15 16 17 18 19 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID
Thu Jan 13 00:04:46 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 4; Chan ID: 6 7 8 9 10 11 12 13 14 15 16 17 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID
Thu Jan 13 00:04:30 2022	(Warning (5))	MDD message timeout
Thu Jan 13 00:02:29 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 21
Thu Jan 13 00:02:15 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr:
Thu Jan 13 00:02:15 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 20; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID
Thu Jan 13 00:02:01 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 1; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile
Thu Jan 13 00:01:54 2022	(Warning (5))	MDD message timeout
Thu Jan 13 00:01:53 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 4; Chan ID: 6 7 8 9 10 11 12 13 14 15 16 17 18 19 37; DSID
Thu Jan 13 00:01:40 2022	(Warning (5))	MDD message timeout
Thu Jan 13 00:00:47 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A
Wed Jan 12 23:59:27 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID

1 year ago

EG

Expert

•

98.9K Messages

@Mallaxizz

Hmmm.... Everything is in spec now ! If you are not using a MoCA network, you can remove that POE filter and see. Not sure that will do anything unless it is malfunctioning. And leave the attenuator pad where it is.

Have you yet contacted the Xfinity Support team as that employee who responded here had suggested ? If not, I would try that avenue. I'm also going to escalate this to the team.

The error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel-return path impairment somewhere.

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

The team employees will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

1 year ago

XfinityThomasA

Official Employee

•

480 Messages

1 year ago

Hi, @Mallaxizz! Thank you for visiting and commenting here on the Xfinity Forums. You have reached the right team for help with your internet connection concerns. It's important to us that you have a great connection on every device and in every room.

Could you please send our team a direct message with your full name and full address? Our team will take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

Your Home Network

Mallaxizz

Internet Dropping constantly

user_f8d315

EG

EG

Mallaxizz

EG

Mallaxizz

EG

XfinityThomasA

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