Mallaxizz's profile

New Poster

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7 Messages

Sun, Jan 9, 2022 9:45 AM

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.

Visitor

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3 Messages

17 d ago

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

(edited)

EG

Expert

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91.7K 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
EG

Expert

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91.7K Messages

17 d 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.

New Poster

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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.

EG

Expert

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91.7K Messages

@Mallaxizz

Good luck ! Please post back with the outcome. 

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

New Poster

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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
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 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

EG

Expert

 • 

91.7K 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 !

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

Official Employee

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67 Messages

16 d 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

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