Internet Keeps Dropping

Hello, for about the past month my internet connection has been dropping at seemingly random intervals. When this happens, I am unable to reach the modem from my network, but once I am able to connect, I see the error messages listed below. When this happens, I can usually just leave the modem alone and it comes back within a few minutes, but it is happening more and more frequently and is becoming a nuisance. No other network devices are interrupted, and the modem doesn't lose power when this happens. Whenever I Xfinity tries to contact the modem it says it's offline, but it's been that way since I got about a year ago.

Hardware Info: Motorola MB8611

I did try the Xfinity support through the chat to assist but the live agent said I should contact Xfinity support (them) with the screenshots, but when I asked if they were support and if I could send them the screenshots they said it "there is nothing we can do about it." and went on to say that they could sell me a new modem.

Error from modem

Event Log

Time	Priority	Description
12:00:47 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:00:48 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:01:14 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:06:18 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:07:08 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:14:20 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:17:11 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:23:06 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:23:34 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:26:27 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:27:45 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:28:18 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:29:43 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:29:48 Fri Jan 10 2025	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:29:48 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:29:53 Fri Jan 10 2025	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:29:54 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:30:19 Fri Jan 10 2025	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:31:14 Fri Jan 10 2025	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:31:15 Fri Jan 10 2025	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:31:17 Fri Jan 10 2025	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:31:19 Fri Jan 10 2025	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:31:28 Fri Jan 10 2025	Critical (3)	UCD invalid or channel unusable;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:31:38 Fri Jan 10 2025	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:31:56 Fri Jan 10 2025	Critical (3)	UCD invalid or channel unusable;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:32:05 Fri Jan 10 2025	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:32:22 Fri Jan 10 2025	Critical (3)	UCD invalid or channel unusable;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:34:39 Fri Jan 10 2025	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:35:27 Fri Jan 10 2025	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
12:35:36 Fri Jan 10 2025	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:35:37 Fri Jan 10 2025	Notice (6)	DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
12:35:44 Fri Jan 10 2025	Critical (3)	UCD invalid or channel unusable;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

Responses

EG

Expert

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108.3K Messages

25 days ago

@breslau

Your post with that pic of the error log entries was marked as being "Private" by the forum bot because it contains CM MAC and the CMTS MAC addresses. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. Please delete that pic only.

What you can do instead is to copy all of the text (instead of using an image) and paste it into your next post here, but you'll need to redact all of the CM MAC and CMTS MAC addresses. The bot will not allow your post to be seen publicly.

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breslau

4 Messages

Thank you. I've pasted it without that information.

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25 days ago

0

EG

Expert

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108.3K Messages

25 days ago

OK thanks. Your post is public again. Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

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breslau

4 Messages

25 days ago

Here is the connection status page with the requested information. Thank you.

Startup Sequence

Startup Step	Status	Comment
Acquire Downstream Channel	561000000 Hz	Locked
Upstream Connection	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+

Connection Status

System Up Time	0 days 16h:13m:44s
Network Access	Allowed

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	28	561.0	-4.5	43.0	9162	5762
2	Locked	QAM256	13	471.0	-4.3	43.3	9996	9689
3	Locked	QAM256	14	477.0	-4.3	43.3	9912	10229
4	Locked	QAM256	15	483.0	-4.1	43.5	9781	10046
5	Locked	QAM256	16	489.0	-4.1	43.5	9396	8596
6	Locked	QAM256	17	495.0	-4.2	43.4	9916	10003
7	Locked	QAM256	18	501.0	-4.2	43.3	9808	8651
8	Locked	QAM256	19	507.0	-4.5	43.3	9518	9468
9	Locked	QAM256	20	513.0	-4.3	42.7	9641	9658
10	Locked	QAM256	21	519.0	-4.4	43.2	9629	8631
11	Locked	QAM256	22	525.0	-4.6	43.1	10047	10421
12	Locked	QAM256	23	531.0	-4.4	43.3	8952	7444
13	Locked	QAM256	24	537.0	-4.7	42.8	8728	7707
14	Locked	QAM256	25	543.0	-4.5	42.9	8904	7893
15	Locked	QAM256	26	549.0	-4.6	43.0	8593	6331
16	Locked	QAM256	27	555.0	-4.9	42.7	8953	8025
17	Locked	QAM256	29	567.0	-4.7	42.7	8350	6111
18	Locked	QAM256	30	573.0	-4.7	42.8	8804	7065
19	Locked	QAM256	31	579.0	-4.5	43.0	8788	7336
20	Locked	QAM256	32	585.0	-4.9	42.6	8389	5612
21	Locked	QAM256	33	591.0	-4.7	42.7	8842	7451
22	Locked	QAM256	34	597.0	-5.0	42.4	8609	6362
23	Locked	QAM256	35	603.0	-5.5	42.2	9257	6531
24	Locked	QAM256	36	609.0	-5.5	42.1	10767	7591
25	Locked	QAM256	37	615.0	-6.0	41.7	10312	6324
26	Locked	QAM256	38	621.0	-5.7	41.9	10895	7640
27	Locked	QAM256	39	627.0	-5.9	41.7	10189	6861
28	Locked	QAM256	40	633.0	-6.1	41.7	10200	6482
29	Locked	QAM256	41	639.0	-5.9	41.7	10537	7754
30	Locked	QAM256	42	645.0	-6.0	41.8	10133	5934
31	Locked	QAM256	43	651.0	-5.8	42.0	9683	6575
32	Locked	QAM256	44	657.0	-5.7	41.7	9551	6446
33	Locked	OFDM PLC	193	690.0	-6.4	40.5	734270699	19094
34	Locked	OFDM PLC	194	957.0	-14.0	36.2	774009771	30286

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	17	5120	16.4	47.3
2	Locked	SC-QAM	18	5120	22.8	47.3
3	Locked	SC-QAM	19	5120	29.2	47.3
4	Locked	SC-QAM	20	5120	35.6	47.3

0

EG

Expert

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108.3K Messages

25 days ago

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless. First.

The downstream power is a bit on the low / weak side and the upstream power is a bit on the high side, and they may be intermittently fluctuating even farther to out of spec levels. 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 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 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, 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, abrasions, 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 perhaps it's best to book a tech visit to investigate and correct.

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breslau

4 Messages

I was able to look at the cable from the side of the house (thick cable form street) to my modem and all I found was a filter that says it's required for multi-room dvr. Now all that's between the cable coming from the street and my modem is a female-to-female adapter, 50' coax, female-to-female, and another 25' coax cable. Since taking it out, the power has changed about +/- 1db. The filter is labeled SNLP-1GCWWS PPC 257. Do you have recommendations for types of cables/where to get it, if the big box store ones aren't great?

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25 days ago

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XfinityThomasB

Official Employee

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1.6K Messages

breslau

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

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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.

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

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23 days ago

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EG

Expert

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108.3K Messages

25 days ago

If you are using a multi-room DVR system or using a MoCA network system / MoCA adapters, then you need to have that POE filter in line.

It may not help but if you really want to change out that coax, Amphenol and Belden make good quality coax cable ! Use RG6 tri or quad shield. You may want to get a tech out if you don't have the tools or training to install the connectors / fittings.

(edited)

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Your Home Network

breslau

Internet Keeps Dropping

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