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user_ucw9gh
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8 Messages

Wednesday, June 5th, 2024 5:05 PM

Is there any place on the Xfinity support site to upload logs from my cable modem that's experiencing an issue? /end

Is there any place on the Xfinity support site to upload logs from my cable modem that's experiencing an issue?  /end

Question

 • 

Updated 

8 days ago

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6

0

user_ucw9gh

8 Messages

13 days ago

With the goal being to have an expert reveiw them and respond officially with a diagnosis.  Trying to avoid a call and navigating the standard tier 1 prompts (try rebooting, etc).

0

0

EG

Expert

 • 

104.1K Messages

13 days ago

Yes. You can copy all of the text and the tables and paste them into the body of your next post here. But you'll need to redact any and all of the CM and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines so the forum bot will not allow your post to be seen publicly.

0

0

user_ucw9gh

8 Messages

13 days ago

Please see below. 

Here are the logs from my Arris S33 modem.  Any ideas on the issue?

 

4/6/2024

10:19:11              3             16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:12              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:13              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:15              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:15              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:17              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:17              3             Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:17              3             16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:21              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:23              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:23              3             Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:23              3             16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:28              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:29              6             CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 4 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:32              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:33              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:33              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:43              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:44              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:44              6             CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:49              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:50              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:51              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:54              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:55              6             CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:58              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:19:59              6             CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 4 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:20:05              6             CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:20:06              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:20:15              6             CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:20:20              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:20:26              6             CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:20:29              6             CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 4 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:20:59              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:21:00              6             CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 4 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:21:08              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:21:30              6             CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 4 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:23:39              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:23:40              3             Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:23:49              3             No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:23:51              3             Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:23:58              3             CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.

4/6/2024

10:24:03              6             Honoring MDD; IP provisioning mode = IPv6

4/6/2024

10:24:14              3             CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

4/6/2024

10:24:14              3             CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

4/6/2024

10:24:14              3             CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

4/6/2024

10:24:17              6             DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:24:42              6             CM-STATUS message sent. Event Type Code: 16; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:28:25              6             CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:45:06              6             CM-STATUS message sent. Event Type Code: 16; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:46:42              5             RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

10:46:42              5             Dynamic Range Window violation

4/6/2024

11:58:58              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

11:58:58              5             RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

11:58:58              5             Dynamic Range Window violation

4/6/2024

11:58:58              5             RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

11:58:58              5             Dynamic Range Window violation

4/6/2024

11:58:58              5             RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

11:58:58              5             Dynamic Range Window violation

4/6/2024

11:58:58              5             RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

11:58:58              5             Dynamic Range Window violation

4/6/2024

11:59:43              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

11:59:52              6             CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

11:59:53              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

11:59:53              3             Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

11:59:53              3             16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:00:07              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:00:07              3             Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:00:07              3             16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:00:09              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:00:13              6             CM-STATUS message sent. Event Type Code: 8; Chan ID: 3 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:00:22              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:00:22              3             Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:00:22              3             16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:00:33              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:00:33              3             Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:00:33              3             16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:00:46              6             CM-STATUS message sent. Event Type Code: 8; Chan ID: 1 2 3 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:40:18              6             CM-STATUS message sent. Event Type Code: 16; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:54:13              5             RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:54:13              5             Dynamic Range Window violation

4/6/2024

12:54:13              5             RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:54:13              5             Dynamic Range Window violation

4/6/2024

12:54:13              5             RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:54:13              5             Dynamic Range Window violation

4/6/2024

12:54:13              5             RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:54:13              5             Dynamic Range Window violation

4/6/2024

12:55:47              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:55:47              3             Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:55:47              3             16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:55:51              6             CM-STATUS message sent. Event Type Code: 8; Chan ID: 1 2 3 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:55:57              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:55:57              3             Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:55:57              3             16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:56:06              3             Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:56:06              3             Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:56:06              3             16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:56:19              6             CM-STATUS message sent. Event Type Code: 8; Chan ID: 1 2 3 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

4/6/2024

12:58:08              6             CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: Personal Information];CMTS-MAC=[Edited: Personal Information];CM-QOS=1.1;CM-VER=3.1;

0

0

EG

Expert

 • 

104.1K Messages

13 days ago

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.

1

0

user_ucw9gh

8 Messages

Thank you.  Here's the full status of the current connection:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 501000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
5 Locked QAM256 501000000 Hz -1 dBmV 39 dB 8166 5281
2 Locked QAM256 483000000 Hz 0 dBmV 39 dB 9996 5834
3 Locked QAM256 489000000 Hz 0 dBmV 39 dB 9827 5927
4 Locked QAM256 495000000 Hz 0 dBmV 39 dB 8811 5478
6 Locked QAM256 507000000 Hz -1 dBmV 39 dB 7224 5025
7 Locked QAM256 513000000 Hz -1 dBmV 39 dB 8311 5993
8 Locked QAM256 519000000 Hz -1 dBmV 38 dB 7085 5278
9 Locked QAM256 525000000 Hz -2 dBmV 38 dB 6929 4852
10 Locked QAM256 531000000 Hz -2 dBmV 38 dB 8071 4564
11 Locked QAM256 537000000 Hz -2 dBmV 38 dB 6694 4642
12 Locked QAM256 543000000 Hz -2 dBmV 38 dB 6363 4237
13 Locked QAM256 555000000 Hz -1 dBmV 38 dB 5169 3688
14 Locked QAM256 561000000 Hz -2 dBmV 38 dB 4303 3499
15 Locked QAM256 567000000 Hz -2 dBmV 38 dB 4936 3526
16 Locked QAM256 573000000 Hz -3 dBmV 38 dB 5142 3548
17 Locked QAM256 579000000 Hz -3 dBmV 37 dB 5823 3744
18 Locked QAM256 585000000 Hz -3 dBmV 38 dB 5163 3853
19 Locked QAM256 591000000 Hz -3 dBmV 38 dB 4431 4802
20 Locked QAM256 597000000 Hz -4 dBmV 37 dB 5904 4819
21 Locked QAM256 603000000 Hz -4 dBmV 37 dB 6256 4090
22 Locked QAM256 609000000 Hz -4 dBmV 37 dB 5948 4125
23 Locked QAM256 615000000 Hz -5 dBmV 37 dB 6183 4418
24 Locked QAM256 621000000 Hz -5 dBmV 37 dB 6294 3790
25 Locked QAM256 627000000 Hz -5 dBmV 37 dB 6762 5119
26 Locked QAM256 633000000 Hz -5 dBmV 37 dB 6374 4053
27 Locked QAM256 639000000 Hz -6 dBmV 36 dB 6477 4430
28 Locked QAM256 645000000 Hz -6 dBmV 36 dB 6730 4472
29 Locked QAM256 651000000 Hz -7 dBmV 36 dB 6875 5243
30 Locked QAM256 657000000 Hz -7 dBmV 36 dB 7179 4897
31 Locked OFDM PLC 690000000 Hz -6 dBmV 36 dB 1079363730 73017
32 Locked QAM256 663000000 Hz -7 dBmV 36 dB 7060 4336
33 Locked QAM256 669000000 Hz -7 dBmV 36 dB 6287 4951


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 35600000 Hz 6400000 40.0 dBmV
2 Locked SC-QAM 29200000 Hz 6400000 40.3 dBmV
3 Locked SC-QAM 22800000 Hz 6400000 40.3 dBmV
4 Locked SC-QAM 16400000 Hz 6400000 39.5 dBmV
5 Locked SC-QAM 39600000 Hz 1600000 41.5 dBmV

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12 days ago

0

EG

Expert

 • 

104.1K Messages

12 days ago

The signal status values at that snapshot in time were good but 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.


And there are a fair number of uncorrectable bit errors, but that may not be significant depending on the total uptime of the modem since the last reboot.


There are other signal stat values 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.


I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and those upstream receive signal stats.


You should get a reply here in your topic. Good luck !

3

EG

Expert

 • 

104.1K Messages

10 days ago

Looks like this slipped through the cracks, sorry. I just re-escalated it.. Good luck !

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