Internet issues impacting us and surrounding homes - need to escalate

Hi,

We moved into our home in Aug'20 and have had no issues until February of this year. Comcast tech came out multiple times, they removed the splitted at our home and even ran a new cable from our green feeder box to the house connection. Since then its been mostly fine but the last week has been horrendus.

ONE LARGE THING TO ADD IS OUR NEIGHBORS ARE EXPERIENCING OUTAGES AT THE EXACT SAME TIME. This tells me the issue is not isolated to our home but stems from the feeder line from the poles.

So while many tech have done their thing, we're all still getting outages. Lasting from anywhere from 2 to 7 hours over the past 10 days.

Here are some stats from my netgear cm1200, this is from when connection just came back after being down roughly 60 mins

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	627000000 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	33	627000000 Hz	-13.4 dBmV	34.7 dB	12075	2923
2	Locked	QAM256	13	507000000 Hz	-13.4 dBmV	34.3 dB	0	0
3	Locked	QAM256	14	513000000 Hz	-13.3 dBmV	34.4 dB	0	0
4	Locked	QAM256	15	519000000 Hz	-13.2 dBmV	34.4 dB	0	0
5	Locked	QAM256	16	525000000 Hz	-13.1 dBmV	34.6 dB	0	0
6	Locked	QAM256	17	531000000 Hz	-13.3 dBmV	34.6 dB	0	0
7	Locked	QAM256	18	537000000 Hz	-13.1 dBmV	34.7 dB	0	0
8	Locked	QAM256	19	543000000 Hz	-13.1 dBmV	34.7 dB	0	0
9	Locked	QAM256	20	549000000 Hz	-12.8 dBmV	34.8 dB	0	0
10	Locked	QAM256	21	555000000 Hz	-12.9 dBmV	34.8 dB	0	0
11	Locked	QAM256	22	561000000 Hz	-12.7 dBmV	34.9 dB	0	0
12	Locked	QAM256	23	567000000 Hz	-12.8 dBmV	34.9 dB	0	0
13	Locked	QAM256	24	573000000 Hz	-12.9 dBmV	34.9 dB	0	0
14	Locked	QAM256	25	579000000 Hz	-12.8 dBmV	34.9 dB	0	0
15	Locked	QAM256	26	585000000 Hz	-13.2 dBmV	34.9 dB	0	0
16	Locked	QAM256	27	591000000 Hz	-12.9 dBmV	34.9 dB	0	0
17	Locked	QAM256	28	597000000 Hz	-13.1 dBmV	34.9 dB	0	0
18	Locked	QAM256	29	603000000 Hz	-12.8 dBmV	35 dB	1	0
19	Locked	QAM256	30	609000000 Hz	-13.1 dBmV	34.8 dB	2	0
20	Locked	QAM256	31	615000000 Hz	-12.8 dBmV	34.9 dB	0	0
21	Locked	QAM256	32	621000000 Hz	-13 dBmV	34.7 dB	3	0
22	Locked	QAM256	34	633000000 Hz	-13 dBmV	34.8 dB	1	0
23	Locked	QAM256	35	639000000 Hz	-13.4 dBmV	34.8 dB	0	0
24	Locked	QAM256	36	645000000 Hz	-13 dBmV	34.8 dB	4	0
25	Locked	QAM256	37	651000000 Hz	-13.5 dBmV	34.6 dB	2	0
26	Locked	QAM256	38	657000000 Hz	-13.1 dBmV	34.7 dB	0	0
27	Locked	QAM256	39	663000000 Hz	-13.4 dBmV	34.6 dB	0	0
28	Locked	QAM256	40	669000000 Hz	-13.7 dBmV	34.5 dB	0	0
29	Locked	QAM256	41	675000000 Hz	-13.6 dBmV	34.2 dB	1	0
30	Locked	QAM256	42	681000000 Hz	-14.3 dBmV	34.2 dB	0	0
31	Locked	QAM256	43	687000000 Hz	-14.1 dBmV	34.3 dB	1	0
32	Locked	QAM256	44	693000000 Hz	-14.6 dBmV	34.1 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	59 dBmV
2	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
3	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
4	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 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	722000000 Hz	-13.7 dBmV	34.1 dB	1186 ~ 2909	10292305	9853570	49766
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 11 14:46:41 2023

System Up Time:00:27:46

Time	Priority	Description
Tue Apr 11 14:45:45 2023	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:45:40 2023	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=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:45:35 2023	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:45:35 2023	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=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:45:30 2023	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:45:30 2023	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=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:45:25 2023	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:45:25 2023	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=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:45:18 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 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;
Tue Apr 11 14:42:32 2023	Warning (5)	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:42:30 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 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;
Tue Apr 11 14:42:27 2023	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:42:26 2023	Critical (3)	REG RSP not received;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:42:23 2023	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:42:07 2023	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Tue Apr 11 14:42:05 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 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;
Tue Apr 11 14:41:50 2023	Critical (3)	No Ranging Response received - T3 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;
Tue Apr 11 14:41:41 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:41:36 2023	Warning (5)	Lost MDD Timeout;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:41:25 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:41:21 2023	Critical (3)	DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:41:04 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 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;
Tue Apr 11 14:40:40 2023	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Tue Apr 11 14:40:39 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 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;
Tue Apr 11 14:40:05 2023	Critical (3)	No Ranging Response received - T3 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;
Tue Apr 11 14:39:55 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:39:51 2023	Warning (5)	Lost MDD Timeout;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:39:42 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:39:37 2023	Critical (3)	TFTP Request Retries exceeded, CM unable to register
Tue Apr 11 14:39:37 2023	Critical (3)	TFTP failed - Request sent - No Response;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 11 14:39:27 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 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;
Time Not Established	Warning (5)	ToD request sent - No Response received;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	No Ranging Response received - T3 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;
Time Not Established	Critical (3)	DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 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;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 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;
Time Not Established	Critical (3)	No Ranging Response received - T3 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;
Time Not Established	Warning (5)	Lost MDD Timeout;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

what can we do to escalate this issue? We work from home and can't speak for neighbors but i know we all rely on service so this is greatly impacting our day to day.

Responses

user_32ff77

Visitor

•

2 Messages

2 years ago

please help me understand why this was marked to private? I removed all the sensitive information

XfinityVianney

Official Employee

•

2.1K Messages

Hi, @user_32ff77. I'll be glad to give this a look and get another tech out if needed. I ask that you reach out privately, so we can cover the details of your services. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your message to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 years ago

EG

Expert

•

110.1K Messages

2 years ago

The forum bot may have mistakenly flagged it. Your post is public again. That said. Yes, your signals / connection quality are / is terrible. You are going to have to get the techs involved again as they are the only ones that can escalate this problem to their line / maintenance dept. techs (they should have already...) if they can not find or fix a problem at your home. It would also help if you could get your neighbors to register complaints as well because the more people that do so, the more effective it will be. Good luck !

(edited)

Your Home Network

user_32ff77

Internet issues impacting us and surrounding homes - need to escalate

user_32ff77

XfinityVianney

EG

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