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user_b43e80
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Sunday, June 13th, 2021 12:06 AM

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Modem dropping connectiion when downloading

Ever since I upgraded to 600 Mbs my internet has been dropping connection when downloading large files, 

with errors in the log. any help would be apricated.

 

  Time Not Established   Critical (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;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    15:16:09
Sat Jun 12 2021		   Notice (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;
    15:16:26
Sat Jun 12 2021		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    15:17:28
Sat Jun 12 2021		   Notice (6)   CM-STATUS message sent. Event Type Code: 2; Chan ID: 43; 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;
    17:22:15
Sat Jun 12 2021		   Notice (6)   CM-STATUS message sent. Event Type Code: 5; Chan ID: 43; 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;

   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 5 543.0 3.8 40.6 44 0
   2 Locked QAM256 1 519.0 3.1 39.3 87 0
   3 Locked QAM256 2 525.0 3.1 39.5 26 0
   4 Locked QAM256 3 531.0 3.4 40.8 52 0
   5 Locked QAM256 4 537.0 3.6 39.5 38 0
   6 Locked QAM256 6 555.0 3.9 39.7 34 0
   7 Locked QAM256 7 561.0 4.3 40.4 41 0
   8 Locked QAM256 8 567.0 5.0 39.5 30 0
   9 Locked QAM256 9 573.0 5.3 40.4 32 0
   10 Locked QAM256 10 579.0 5.0 39.6 28 0
   11 Locked QAM256 11 585.0 5.0 39.5 10 0
   12 Locked QAM256 12 591.0 4.3 40.0 13 0
   13 Locked QAM256 13 597.0 3.3 39.5 30 0
   14 Locked QAM256 14 603.0 2.7 39.6 28 0
   15 Locked QAM256 15 609.0 2.4 38.8 39 0
   16 Locked QAM256 16 615.0 2.4 39.1 29 0
   17 Locked QAM256 17 621.0 2.6 39.2 16 0
   18 Locked QAM256 18 627.0 3.2 38.9 17 0
   19 Locked QAM256 19 633.0 3.1 39.7 30 0
   20 Locked OFDM PLC 31 762.0 4.0 40.1 61294146 0
   21 Locked QAM256 32 489.0 4.1 39.2 109 0
   22 Locked QAM256 33 495.0 3.8 39.2 77 0
   23 Locked QAM256 34 507.0 3.7 39.7 65 0
   24 Locked QAM256 35 513.0 3.6 39.5 100 0
   25 Locked QAM256 38 465.0 3.7 40.5 169 0
   26 Locked QAM256 39 471.0 3.9 40.8 338 0
   27 Locked QAM256 40 477.0 3.8 39.1 148 0
   28 Locked QAM256 41 483.0 3.9 40.7 113 0
   29 Locked QAM256 42 441.0 3.6 40.7 404 0
   30 Locked QAM256 43 447.0 3.7 41.0 3213 10226
   31 Locked QAM256 44 453.0 3.8 39.5 316 0
   32 Locked QAM256 45 459.0 3.6 39.3 294 0

Question

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Updated 

4 years ago

 • Edited

59

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EG

Expert

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111.4K Messages

4 years ago

Please also post the upstream power level figures.

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user_b43e80

Visitor

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5 Messages

4 years ago

 Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 35.6 43.0
   2 Locked SC-QAM 2 5120 29.2 42.8
   3 Locked SC-QAM 3 5120 22.8 42.3
   4 Locked SC-QAM 4 5120 16.4 42.0
   5 Locked SC-QAM 5 1280 39.6 43.3

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EG

Expert

 • 

111.4K Messages

The signal stats are o/k 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.


There are other signal stat figures 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 that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

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4 years ago

user_JosephC

Problem Solver

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369 Messages

Hello and Happy Sunday, user_b43e80! I hope you’re having a great weekend so far! I also appreciate you taking a moment out of your day to reach out to us on our Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs!

 

Going forward, I'm truly sorry to hear about the connection issues you're experiencing after making the recent speed upgrade to your services and I also greatly appreciate all the photos you've provided regarding your current power levels, etc. To EG's point, I'd now like to take a closer look from the backend and utilize all the tools I have to correct your connection issues moving forward!

 

To get the ball rolling on this process, please send us a private chat message by following the process that our very own Communities Expert, BruceW so graciously outlined here:

  •    Click "Sign In" if necessary
  •    Click the "Peer to peer chat" icon or https://comca.st/3iBK5If
  •    Click the "New message" (pencil and paper) icon
  •    The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •    - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •    - An "Xfinity Support" graphic replaces the "To:" line.
  •    Type your message in the text area near the bottom of the window
  •    Press Enter to send it

Once you have started a chat message, please provide your name and service address as it appears on your monthly billing statements. Thanks again for both your time and patience!

4 years ago

user_b43e80

Visitor

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5 Messages

4 years ago

Here is a graph from my router for the week.

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user_b43e80

Visitor

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5 Messages

4 years ago

I searched for a XfinityJosephC and the name is not in the list

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