5 Messages
Modem event log and continued connectivity issues
For about a month now, our residence has had continual connectivity issues — primarily wifi related, across all devices. This has become a serious disruption to work and day-to-day home internet access. I am trying to determine the root cause of the issue, whether RF interference, signal related between infrastructure and modem, etc.
I regularly note many errors in the modem event log, which I am including below.
Plan: GIGABIT
Troubleshooting measures:
- Tried two (2) modems: Arris S33 and Motorala MB8600
- Tried three (3) routers: Apple Airport Extreme, Eero Pro 6, TP-Link Archer AX 5400 Pro
- Two tech visits: first found some water damage in cabling, the second checked the connection at the wall and said everything looked fine. Regular disconnection issues, as well as modem errors in event logs, continued after both visits with each modem.
- Checked neighboring wifi signals for channel overlap.
Additional Notes:
- The issues are primarily experienced over wifi, though the event logs and recent tech experiences and timing lead me to believe there is a signal issue.
- Does not matter if device is 1 foot or 30 feet from router. Disconnects still occur.
- Xfinity noted signal issues on one of our many calls, as well as the first tech visit.
- On direct ethernet connection, through both router and modem, my PC often reads adequate speed tests (~900mbps)
- Through wireless connection, phones and laptops often read adequate speed tests, but constantly drop connections, regardless of distance from router (on all 3 tested routers, as well as both modem configurations).
Modem Event Log from current Motorola MB8600:
| Time | Priority | Description |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| 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 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];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-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| 04:12:33 Fri Jul 21 2023 |
Critical (3) | UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz. |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| Time Not Established | Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 10:15:23 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 10:15:25 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 10:15:25 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 10:15:25 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 85MHz. |
| 10:15:27 Fri Jul 21 2023 |
Critical (3) | UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| 10:15:38 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 10:15:38 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 10:15:38 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 10:15:54 Fri Jul 21 2023 |
Critical (3) | UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz. |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| Time Not Established | Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 10:20:52 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 10:20:54 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 10:20:54 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 10:20:54 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 85MHz. |
| 10:20:55 Fri Jul 21 2023 |
Critical (3) | UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| 10:21:07 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 10:21:08 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 10:21:08 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 10:21:21 Fri Jul 21 2023 |
Critical (3) | UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz. |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| Time Not Established | Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 10:24:10 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 10:24:12 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 10:24:12 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 10:24:12 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 85MHz. |
| 10:24:13 Fri Jul 21 2023 |
Critical (3) | UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| 10:24:26 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 10:24:26 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 10:24:26 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 10:24:39 Fri Jul 21 2023 |
Critical (3) | UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz. |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| Time Not Established | Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 14:49:14 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 14:49:16 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 14:49:16 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 14:49:16 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 85MHz. |
| 14:49:18 Fri Jul 21 2023 |
Critical (3) | UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| 14:49:28 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 14:49:28 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 14:49:28 Fri Jul 21 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 14:49:42 Fri Jul 21 2023 |
Critical (3) | UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| 00:11:08 Sun Jul 23 2023 |
Critical (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; |
| Time Not Established | Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz. |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| Time Not Established | Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. |
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 08:58:49 Sun Jul 23 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 08:58:51 Sun Jul 23 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 08:58:51 Sun Jul 23 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 08:58:51 Sun Jul 23 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 85MHz. |
| 08:58:53 Sun Jul 23 2023 |
Critical (3) | UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| 08:58:56 Sun Jul 23 2023 |
Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 08:59:05 Sun Jul 23 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 08:59:05 Sun Jul 23 2023 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 08:59:05 Sun Jul 23 2023 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 08:59:10 Sun Jul 23 2023 |
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; |
| 08:59:18 Sun Jul 23 2023 |
Critical (3) | UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
Downstream Bonded Channels:
| Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected |
| 1 | Locked | QAM256 | 44 | 687.0 | 3.1 | 44.4 | 0 | 0 |
| 2 | Locked | QAM256 | 13 | 501.0 | 1.8 | 44.4 | 0 | 0 |
| 3 | Locked | QAM256 | 14 | 507.0 | 1.8 | 44.2 | 0 | 0 |
| 4 | Locked | QAM256 | 15 | 513.0 | 1.7 | 44.5 | 0 | 0 |
| 5 | Locked | QAM256 | 16 | 519.0 | 1.8 | 44.4 | 0 | 0 |
| 6 | Locked | QAM256 | 17 | 525.0 | 1.7 | 44.4 | 0 | 0 |
| 7 | Locked | QAM256 | 18 | 531.0 | 1.8 | 44.5 | 0 | 0 |
| 8 | Locked | QAM256 | 19 | 537.0 | 1.7 | 44.4 | 0 | 0 |
| 9 | Locked | QAM256 | 20 | 543.0 | 1.8 | 44.5 | 0 | 0 |
| 10 | Locked | QAM256 | 21 | 549.0 | 1.7 | 44.4 | 0 | 0 |
| 11 | Locked | QAM256 | 22 | 555.0 | 1.8 | 44.4 | 0 | 0 |
| 12 | Locked | QAM256 | 23 | 561.0 | 1.6 | 44.3 | 0 | 0 |
| 13 | Locked | QAM256 | 24 | 567.0 | 1.7 | 44.4 | 0 | 0 |
| 14 | Locked | QAM256 | 25 | 573.0 | 1.7 | 44.2 | 0 | 0 |
| 15 | Locked | QAM256 | 26 | 579.0 | 1.7 | 44.2 | 0 | 0 |
| 16 | Locked | QAM256 | 27 | 585.0 | 1.9 | 44.3 | 0 | 0 |
| 17 | Locked | QAM256 | 28 | 591.0 | 1.9 | 44.3 | 0 | 0 |
| 18 | Locked | QAM256 | 29 | 597.0 | 2.1 | 44.4 | 0 | 0 |
| 19 | Locked | QAM256 | 30 | 603.0 | 2.0 | 44.1 | 0 | 0 |
| 20 | Locked | QAM256 | 31 | 609.0 | 2.1 | 44.3 | 0 | 0 |
| 21 | Locked | QAM256 | 32 | 615.0 | 2.2 | 44.5 | 0 | 0 |
| 22 | Locked | QAM256 | 33 | 621.0 | 2.2 | 44.4 | 0 | 0 |
| 23 | Locked | QAM256 | 34 | 627.0 | 2.3 | 44.4 | 0 | 0 |
| 24 | Locked | QAM256 | 35 | 633.0 | 2.3 | 44.4 | 0 | 0 |
| 25 | Locked | QAM256 | 36 | 639.0 | 2.6 | 44.5 | 0 | 0 |
| 26 | Locked | QAM256 | 37 | 645.0 | 2.5 | 44.3 | 0 | 0 |
| 27 | Locked | QAM256 | 38 | 651.0 | 2.7 | 44.5 | 0 | 0 |
| 28 | Locked | QAM256 | 39 | 657.0 | 2.7 | 44.4 | 0 | 0 |
| 29 | Locked | QAM256 | 40 | 663.0 | 2.8 | 44.4 | 0 | 0 |
| 30 | Locked | QAM256 | 41 | 669.0 | 2.9 | 44.4 | 0 | 0 |
| 31 | Locked | QAM256 | 42 | 675.0 | 2.9 | 43.1 | 0 | 0 |
| 32 | Locked | QAM256 | 43 | 681.0 | 3.1 | 44.5 | 0 | 0 |
| 33 | Locked | OFDM PLC | 193 | 957.0 | 4.6 | 44.5 | 656823 | 0 |
Upstream Bonded Channels
| Channel | Lock Status | Channel Type | Channel ID | Symb. Rate (Ksym/sec) | Freq. (MHz) | Pwr (dBmV) |
| 1 | Locked | SC-QAM | 1 | 5120 | 16.4 | 48.5 |
| 2 | Locked | SC-QAM | 2 | 5120 | 22.8 | 48.8 |
| 3 | Locked | SC-QAM | 3 | 5120 | 29.2 | 49.3 |
| 4 | Locked | SC-QAM | 4 | 5120 | 35.6 | 49.3 |
EG
Expert
•
110.1K Messages
2 years ago
This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.
The upstream power is on the high side and it may be intermittently fluctuating even higher 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 there 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 5-1000 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.
Good luck with it !
1
0
EG
Expert
•
110.1K Messages
2 years ago
Quite welcome ! Please post back here with how things go.
4
EG
Expert
•
110.1K Messages
2 years ago
@user_6ee6f8
At this point I'd advise you to get a tech out to investigate as stated. Good luck with it ! And please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. @XfinityEricB. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
1
EG
Expert
•
110.1K Messages
2 years ago
@user_6ee6f8
My pleasure !
0
0