Interrmittant dropouts

I have been getting intermittent dropouts and long connection delays with my internet connection. I had a service tech here in January and he replace some connectors but could find nothing wrong. I replaced am Arris modem with the recommended Motorola MB8611 and replaced my router with new Deco's with no improvement. It got bad enough I had another tech come yesterday and he could find no faults. It's very frustrating to be cutoff in the middle of Webex, Teams and Zoom meetings. All my signals look good but there are errors this morning.

Event Log

Time	Priority	Description
15:07:12 Sun Apr 16 2023	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM- QOS=1.1;CM-VER=3.1;
15:07:31 Sun Apr 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
15:07:32 Sun Apr 16 2023	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
15:09:17 Sun Apr 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;
15:09:17 Sun Apr 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing; CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;; CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out; CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
15:41:53 Sun Apr 16 2023	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3CM-QOS=1.1;CM-VER=3.1;
15:41:58 Sun Apr 16 2023	Warning (5)	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value; CM-QOS=1.1;CM-VER=3.1;
15:41:58 Sun Apr 16 2023	Warning (5)	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW; CM-QOS=1.1;CM-VER=3.1;
15:41:58 Sun Apr 16 2023	Warning (5)	Dynamic Range Window violation
15:54:07 Sun Apr 16 2023	Critical (3)	SYNC Timing Synchronization failure - Loss of Sync;; CM-QOS=1.1;CM-VER=3.1;
15:54:07 Sun Apr 16 2023	Warning (5)	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value; CM-QOS=1.1;CM-VER=3.1;
16:27:27 Sun Apr 16 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: 3.; CM-QOS=1.1;CM-VER=3.1;
16:27:31 Sun Apr 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;; CM-QOS=1.1;CM-VER=3.1;
16:27:31 Sun Apr 16 2023	Warning (5)	MDD message timeout; CM-QOS=1.1;CM-VER=3.1;
16:27:37 Sun Apr 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;; CM-QOS=1.1;CM-VER=3.1;
16:27:37 Sun Apr 16 2023	Warning (5)	MDD message timeout;;CM-QOS=1.1;CM-VER=3.1;
16:27:40 Sun Apr 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;; CM-QOS=1.1;CM-VER=3.1;
16:27:50 Sun Apr 16 2023	Warning (5)	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value; CM-QOS=1.1;CM-VER=3.1;
16:27:52 Sun Apr 16 2023	Warning (5)	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;;CM-QOS=1.1;CM-VER=3.1;
16:27:52 Sun Apr 16 2023	Warning (5)	Dynamic Range Window violation
16:27:52 Sun Apr 16 2023	Warning (5)	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW; CM-QOS=1.1;CM-VER=3.1;
16:27:52 Sun Apr 16 2023	Warning (5)	Dynamic Range Window violation
16:27:52 Sun Apr 16 2023	Warning (5)	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW; CM-QOS=1.1;CM-VER=3.1;
16:27:52 Sun Apr 16 2023	Warning (5)	Dynamic Range Window violation
16:27:54 Sun Apr 16 2023	Notice (6)	CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.; CM-QOS=1.1;CM-VER=3.1;
16:27:54 Sun Apr 16 2023	Notice (6)	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.; CM-QOS=1.1;CM-VER=3.1;
16:27:56 Sun Apr 16 2023	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.; CM-QOS=1.1;CM-VER=3.1;
18:28:22 Sun Apr 16 2023	Warning (5)	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM- QOS=1.1;CM-VER=3.1;
18:28:22 Sun Apr 16 2023	Warning (5)	Dynamic Range Window violation

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	29	597.0	6.1	40.1	303	693
2	Locked	QAM256	1	417.0	5.9	40.0	1533	2756
3	Locked	QAM256	2	423.0	5.7	40.0	1420	2699
4	Locked	QAM256	3	429.0	4.9	39.8	1593	2286
5	Locked	QAM256	4	435.0	5.1	39.7	1274	1714
6	Locked	QAM256	5	441.0	5.5	39.9	1239	2162
7	Locked	QAM256	6	447.0	5.9	40.0	1362	2265
8	Locked	QAM256	7	453.0	6.0	40.0	1363	2468
9	Locked	QAM256	8	459.0	6.0	40.0	1231	2268
10	Locked	QAM256	9	465.0	5.8	39.9	1236	2235
11	Locked	QAM256	10	471.0	5.9	39.9	1395	2150
12	Locked	QAM256	11	477.0	6.0	40.0	1279	2167
13	Locked	QAM256	12	483.0	6.0	40.1	1180	1888
14	Locked	QAM256	13	489.0	6.0	40.0	1138	1665
15	Locked	QAM256	14	495.0	5.9	39.9	1033	1547
16	Locked	QAM256	15	507.0	5.8	39.5	786	1116
17	Locked	QAM256	16	513.0	5.3	39.8	808	985
18	Locked	QAM256	17	519.0	5.7	39.9	994	1189
19	Locked	QAM256	18	525.0	5.7	40.1	936	996
20	Locked	QAM256	19	531.0	5.8	40.0	849	1014
21	Locked	QAM256	20	543.0	5.5	39.5	980	1280
22	Locked	QAM256	21	549.0	5.6	39.8	931	1392
23	Locked	QAM256	22	555.0	5.8	39.9	1021	1428
24	Locked	QAM256	23	561.0	6.0	40.0	947	1422
25	Locked	QAM256	24	567.0	5.8	39.9	933	1463
26	Locked	QAM256	25	573.0	5.9	40.0	983	1522
27	Locked	QAM256	26	579.0	5.9	39.9	950	1638
28	Locked	QAM256	27	585.0	5.8	39.9	1052	1712
29	Locked	QAM256	28	591.0	6.0	40.0	1083	1970
30	Locked	QAM256	30	603.0	6.1	40.0	1058	1633
31	Locked	QAM256	31	609.0	6.0	40.1	952	1721
32	Locked	QAM256	32	615.0	5.9	40.0	1063	1634
33	Locked	OFDM PLC	159	722.0	6.9	40.5	312625287	0

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	1	2560	10.4	47.8
2	Locked	SC-QAM	2	5120	16.4	45.3
3	Locked	SC-QAM	3	5120	22.8	44.3
4	Locked	SC-QAM	4	5120	29.2	43.8
5	Locked	SC-QAM	5	5120	35.6	43.3
6	Locked	SC-QAM	6	2560	40.4	43.8

Responses

Accepted Solution

CCKorie

Problem Solver

•

1.1K Messages

2 years ago

I am sorry to hear about the constant issues @user_46d441. I know how frustrating tha can be. I'd love to help dig deeper into things on our end. Can you send us a DM with your name and address?

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the “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

0

CCAmir

Gold Problem Solver

•

7.2K Messages

2 years ago

Thanks for these details, it sounds like we are certainly passed the rebooting phase in troubleshooting but to better understand your issue can you tell me if rebooting the modem fixes the issue temporarily?

1

0

U

user_46d441

Visitor

•

3 Messages

@XfinityAmir The dropouts are generally of shorter duration then the modem reboot time. I have not needed to reboot the modem to restore service.

2 years ago

0

Your Home Network

user_46d441

Interrmittant dropouts

CCKorie

CCAmir

user_46d441

New to the Community?