Visitor
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3 Messages
Internet has been spotty recently, even Tech couldn't fix it.
For the past month or so, our internet has been working well 90% of the time, but during mornings and evenings in particular, it gets spotty. By spotty, I mean that within an hour, the internet will drop 4 or 5 times. After a couple calls with Xfinity, we had a Technician come out to look at it. He found no issues, but replaced the line from the pole of the house. However the issues persist.
This is happening on two separate cable modems, the one I'm currently using is an ARRIS SB8200. The line goes directly from the pole into the modem, no splitters, wall socket connections, etc.
I managed to capture the logs for one of these outages and posted them below, along with a typical status during times that the internet works.
| 02/05/2022 20:14 | 2436694066 | 6 | "Honoring MDD; IP provisioning mode = IPv6" |
| 02/05/2022 20:14 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:14 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:14 | 84020300 | 5 | "MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:14 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:14 | 82000100 | 3 | "No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:14 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 82000100 | 3 | "No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84020300 | 5 | "MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 82000100 | 3 | "No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 82000100 | 3 | "No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84020300 | 5 | "MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 82000100 | 3 | "No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84020300 | 5 | "MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 82000100 | 3 | "No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84020300 | 5 | "MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 02/05/2022 20:13 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 37 | Locked | QAM256 | 675000000 Hz | -1.3 dBmV | 38.5 dB | 529705 | 542787 |
| 9 | Locked | QAM256 | 507000000 Hz | -11.6 dBmV | 32.5 dB | 7401199 | 5856583 |
| 10 | Locked | QAM256 | 513000000 Hz | -12.7 dBmV | 31.1 dB | 12259779 | 7251791 |
| 11 | Locked | QAM256 | 519000000 Hz | -14.2 dBmV | 30.0 dB | 8065017 | 3393498 |
| 12 | Locked | QAM256 | 525000000 Hz | -15.2 dBmV | 28.7 dB | 9482468 | 6272968 |
| 13 | Locked | QAM256 | 531000000 Hz | -16.4 dBmV | 27.7 dB | 6106307 | 3303222 |
| 14 | Locked | QAM256 | 537000000 Hz | -17.2 dBmV | 27.5 dB | 5429475 | 3525884 |
| 15 | Locked | QAM256 | 543000000 Hz | -17.2 dBmV | 27.9 dB | 5471665 | 4487683 |
| 16 | Locked | QAM256 | 549000000 Hz | -16.7 dBmV | 29.0 dB | 6145102 | 6211239 |
| 17 | Locked | QAM256 | 555000000 Hz | -15.4 dBmV | 29.5 dB | 2485851 | 2304311 |
| 18 | Locked | QAM256 | 561000000 Hz | -14.0 dBmV | 30.0 dB | 5016782 | 4252818 |
| 19 | Locked | QAM256 | 567000000 Hz | -12.5 dBmV | 31.2 dB | 4105145 | 3404995 |
| 20 | Locked | QAM256 | 573000000 Hz | -11.4 dBmV | 32.1 dB | 3143167 | 2463860 |
| 21 | Locked | QAM256 | 579000000 Hz | -10.0 dBmV | 32.5 dB | 1454325 | 2218996 |
| 22 | Locked | QAM256 | 585000000 Hz | -9.2 dBmV | 32.8 dB | 1783051 | 1723705 |
| 23 | Locked | QAM256 | 591000000 Hz | -8.1 dBmV | 32.9 dB | 1521195 | 1433430 |
| 24 | Locked | QAM256 | 597000000 Hz | -7.3 dBmV | 35.1 dB | 1224411 | 1240047 |
| 25 | Locked | QAM256 | 603000000 Hz | -6.4 dBmV | 35.5 dB | 1186472 | 1129915 |
| 26 | Locked | QAM256 | 609000000 Hz | -6.2 dBmV | 34.6 dB | 912510 | 1018451 |
| 27 | Locked | QAM256 | 615000000 Hz | -5.7 dBmV | 34.7 dB | 867142 | 945954 |
| 28 | Locked | QAM256 | 621000000 Hz | -5.1 dBmV | 35.7 dB | 737387 | 873320 |
| 29 | Locked | QAM256 | 627000000 Hz | -4.7 dBmV | 36.3 dB | 663696 | 792415 |
| 30 | Locked | QAM256 | 633000000 Hz | -3.9 dBmV | 35.4 dB | 558889 | 728489 |
| 31 | Locked | QAM256 | 639000000 Hz | -3.7 dBmV | 35.9 dB | 436483 | 645218 |
| 32 | Locked | QAM256 | 645000000 Hz | -3.0 dBmV | 37.0 dB | 372114 | 582073 |
| 33 | Locked | QAM256 | 651000000 Hz | -2.8 dBmV | 36.8 dB | 819862 | 1492108 |
| 34 | Locked | QAM256 | 657000000 Hz | -2.1 dBmV | 36.7 dB | 1288906 | 1443263 |
| 35 | Locked | QAM256 | 663000000 Hz | -1.8 dBmV | 36.9 dB | 1080937 | 1239749 |
| 36 | Locked | QAM256 | 669000000 Hz | -1.3 dBmV | 37.5 dB | 1362621 | 1628520 |
| 38 | Locked | QAM256 | 681000000 Hz | -0.7 dBmV | 37.1 dB | 2071078 | 3013490 |
| 39 | Locked | QAM256 | 687000000 Hz | -0.4 dBmV | 37.5 dB | 1363574 | 1736947 |
| 40 | Locked | QAM256 | 693000000 Hz | 0.2 dBmV | 37.5 dB | 1567949 | 1496615 |
| 159 | Locked | Other | 702000000 Hz | 2.1 dBmV | 34.2 dB | 159769014 | 10453 |
Accepted Solution
EG
Expert
•
110K Messages
3 years ago
@Dr_Sagui
The downstream power as well as the SNR is too low / out of spec on many of the downstream channels. It looks like you have a severe case of what is called *reverse cable tilt* going on here. 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 there 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 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, 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, 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 it's best to book a tech visit to investigate and correct this one.
Good luck with it !
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XfinityAmandaB
Official Employee
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2.1K Messages
3 years ago
Hello, there @Dr_Sagui thank you so much for your post about your intermittent connection issues. I definitely know how important it is to have the connection you need when you need it! I would be happy to help take a closer look at your connection on my end if you would like.
If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into your connection for you!
Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message
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Dr_Sagui
Visitor
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3 Messages
3 years ago
@XfinityArmand I have started my DM with the Support Team. Hopefully we will be able to straighten this out.
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