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user_443322
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Thursday, November 24th, 2022 2:25 AM

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Modem Event log issues and intermitent conectivity

Ive had Xfinity service people out several times to check the inside and outside lines for modem error codes 16, 24, timing, sych and other issues with nothing being resolved.

My D-Link camera sends me notices that it goes offline along with the time out sync codes and has done this for years now.

I just replaced my Netgear modem with an Arris SB8200 and installed the Arris Surfboard max dual AX6600 wifi towers.

Modem event log listing some of the same errors as the old modem but with some new ones added also.

I can not find anyone at the other end of the phone that even appears to know anything about what my problem is or even knows what to do other then "reset my modem"...(God, if one more person tells me to do that.....) or send just one more tech to find nothing again......I really don't care where the problem lies but just want reliable internet.

Past Netgear Modem event Log:

 Time Priority Description
Dec 14 2021 13:02:55 Warning (5) Lost MDD Timeout
Dec 14 2021 13:02:55 Warning (5) Lost MDD Timeout
Dec 14 2021 13:02:55 Warning (5) Lost MDD Timeout
Dec 14 2021 13:02:55 Warning (5) Lost MDD Timeout
Dec 14 2021 13:02:55 Warning (5) Lost MDD Timeout
Dec 14 2021 13:04:01 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Dec 14 2021 13:04:06 Warning (5) Lost MDD Timeout
Dec 14 2021 13:51:51 Critical (3) No Ranging Response received - T3 time-out
Dec 16 2021 11:22:35 Notice (6) DHCP Renew - lease parameters time server-2001:558:fe0e:0:69:252:71:27
Dec 19 2021 22:10:26 Critical (3) No Ranging Response received - T3 time-out
Dec 19 2021 23:22:45 Notice (6) DHCP Renew - lease parameters time server-2001:558:fe0e:1:69:252:71:90
Dec 23 2021 16:17:50 Critical (3) No Ranging Response received - T3 time-out
Dec 29 2021 21:06:38 Warning (5) TEK Invalid - Invalid Key Sequence Number
Dec 31 2021 07:22:35 Critical (3) No Ranging Response received - T3 time-out
Jan 14 2022 13:11:45 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Jan 14 2022 13:11:47 Warning (5) Lost MDD Timeout
Jan 14 2022 13:14:02 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Jan 14 2022 13:18:07 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jan 14 2022 13:18:52 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jan 15 2022 10:24:52 Critical (3) No Ranging Response received - T3 time-out
Jan 27 2022 03:18:09 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Jan 27 2022 03:18:13 Warning (5) Lost MDD Timeout
Jan 27 2022 03:22:09 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Jan 27 2022 03:22:14 Warning (5) Lost MDD Timeout
Jan 27 2022 03:23:23 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jan 27 2022 03:24:22 Critical (3) No Ranging Response received - T3 time-out
Jan 27 2022 03:25:28 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Jan 27 2022 03:25:32 Warning (5) Lost MDD Timeout
Jan 27 2022 03:25:37 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
Jan 27 2022 03:25:49 Critical (3) No Ranging Response received - T3 time-out
Jan 27 2022 03:26:01 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Jan 27 2022 03:26:07 Warning (5) Lost MDD Timeout
Jan 27 2022 03:26:10 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
Jan 27 2022 03:37:07 Critical (3) No Ranging Response received - T3 time-out
Jan 27 2022 03:37:38 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jan 27 2022 03:38:29 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Jan 27 2022 03:38:35 Warning (5) Lost MDD Timeout
Jan 27 2022 09:31:20 Critical (3) No Ranging Response received - T3 time-out
Feb 03 2022 16:38:39 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Feb 03 2022 18:29:51 Critical (3) No Ranging Response received - T3 time-out
Feb 12 2022 13:48:37 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Feb 12 2022 14:59:52 Critical (3) No Ranging Response received - T3 time-out
Feb 18 2022 04:14:27 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Feb 18 2022 04:14:33 Critical (3) No Ranging Response received - T3 time-out

The following is the event log from the recently installed Arris modem:

Date Time Event ID Event Level Description
11/23/2022 13:51 74010100 6 "CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; 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;"
11/23/2022 13:50 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; 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;"
11/23/2022 12:08 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 193; 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;"
11/23/2022 12:07 84020300 5 "MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
11/23/2022 02:20 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 193; 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;"
11/23/2022 02:20 84020300 5 "MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
11/23/2022 01:18 2436694061 5 "Dynamic Range Window violation"
11/23/2022 01:18 82001100 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;"
11/22/2022 09:21 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 12 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 193; 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;"
11/22/2022 09:20 84020300 5 "MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
11/21/2022 22:54 67061600 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;"
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
11/17/2022 19:35 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
11/16/2022 17:41 82000500 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;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
11/15/2022 17:32 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:01 82000200 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;"
01/01/1970 00:01 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694049 3 "Telnet user logged out."

Question

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Updated 

2 years ago

 • Edited

863

1

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user_443322

Visitor

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6 Messages

2 years ago

Below is the new Arris modem status with non uncorrectables;

Connection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 423000000 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
4 Locked QAM256 423000000 Hz 2.6 dBmV 42.4 dB 28 43
1 Locked QAM256 405000000 Hz 4.2 dBmV 43.2 dB 12 43
2 Locked QAM256 411000000 Hz 3.9 dBmV 43.0 dB 15 44
3 Locked QAM256 417000000 Hz 2.9 dBmV 42.6 dB 22 41
5 Locked QAM256 429000000 Hz 3.1 dBmV 42.7 dB 31 45
6 Locked QAM256 435000000 Hz 3.0 dBmV 42.6 dB 20 39
7 Locked QAM256 441000000 Hz 3.3 dBmV 42.9 dB 14 38
8 Locked QAM256 447000000 Hz 3.0 dBmV 42.7 dB 11 43
9 Locked QAM256 453000000 Hz 3.1 dBmV 42.7 dB 17 40
10 Locked QAM256 459000000 Hz 3.2 dBmV 42.7 dB 21 41
11 Locked QAM256 465000000 Hz 3.5 dBmV 42.9 dB 20 42
12 Locked QAM256 471000000 Hz 3.6 dBmV 42.8 dB 22 40
13 Locked QAM256 477000000 Hz 3.6 dBmV 43.0 dB 10 43
14 Locked QAM256 483000000 Hz 3.6 dBmV 42.9 dB 10 44
15 Locked QAM256 489000000 Hz 3.6 dBmV 42.9 dB 17 45
16 Locked QAM256 495000000 Hz 3.9 dBmV 42.9 dB 22 41
17 Locked QAM256 507000000 Hz 3.9 dBmV 43.2 dB 15 46
18 Locked QAM256 513000000 Hz 3.8 dBmV 43.1 dB 14 40
19 Locked QAM256 519000000 Hz 4.3 dBmV 43.1 dB 12 41
20 Locked QAM256 525000000 Hz 4.2 dBmV 43.2 dB 14 40
21 Locked QAM256 531000000 Hz 4.7 dBmV 43.1 dB 10 43
22 Locked QAM256 537000000 Hz 4.3 dBmV 43.2 dB 20 43
23 Locked QAM256 543000000 Hz 4.7 dBmV 43.3 dB 13 43
24 Locked QAM256 549000000 Hz 4.3 dBmV 43.1 dB 14 42
25 Locked QAM256 555000000 Hz 4.6 dBmV 43.3 dB 12 41
26 Locked QAM256 561000000 Hz 4.3 dBmV 43.1 dB 13 40
27 Locked QAM256 567000000 Hz 4.6 dBmV 43.3 dB 11 44
28 Locked QAM256 573000000 Hz 4.3 dBmV 43.0 dB 16 38
29 Locked QAM256 579000000 Hz 4.6 dBmV 43.2 dB 12 40
30 Locked QAM256 585000000 Hz 4.6 dBmV 43.2 dB 11 41
31 Locked QAM256 591000000 Hz 4.6 dBmV 43.2 dB 11 42
32 Locked QAM256 597000000 Hz 5.0 dBmV 43.2 dB 14 36
193 Locked Other 690000000 Hz 6.0 dBmV 42.0 dB 541436553 211



Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 45.0 dBmV
2 2 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 45.0 dBmV
3 3 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 45.0 dBmV
4 4 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 46.0 dBmV
5 5 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 44.0 dBmV



Current System Time: Wed Nov 23 21:27:22 2022

8

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XfinityRay

Official Employee

 • 

2.7K Messages

Good afternoon, @user_443322. Thank you for sharing the situation that has been ongoing with the service. Do you have your WiFi networks combined or are they separated into the different Networks? 

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
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.
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2 years ago

0

user_443322

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6 Messages

Arris Surfboard Max Mesh Wi-Fi 6 system, Triband Ax6600 (model W121)  (2 towers)

Wi-Fi is one network....one tower off the modem to lan plug and other towers is on a different house level picking up the modem wifi tower and spreading it upstairs (no ethernet wire, just plugged into the wall)

2 years ago

0

XfinityRay

Official Employee

 • 

2.7K Messages

Nice setup, @user_443322. I have a couple more questions so I can narrow down this issue as we work to find the root cause. Do you get any drops with devices other than the D-Link camera? Are there any drops with devices that are being used in the same room as the modem? 

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
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

2 years ago

0

user_443322

Visitor

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6 Messages

D-Link camera is ethernet wired to back of GS608 8-Port ethernet switch tied into the WAN of the first Wi-Fi tower, same as it was on the old modem...D-Link notifies me of a loss of internet on the Xfinity side.

Problems with old modem and wireless router is the same as this new set up just different codes.

The first log i posted was with the old modem from 2021, the send posted log is with new modem.

I know its a lot to take in through a keyboard, but this problem has been on going for years with no results, finally frustrated enough now to pull the internet out of the house permanently....

2 years ago

0

user_443322

Visitor

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6 Messages

cable line into house is 34 years old.

one splitter inside the house acting as a coupling only.

problem for many years, slowly getting worse over time until complete loss of internet sometimes daily sometimes not.

Last Xfinity tech checked signal on line to house, said was ok.

Teck also found a "fitting questionable" means...tel them something was found....

Customer service not worth anything.....

2 years ago

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