Contributor
•
37 Messages
Modem loosing sync frequently since upgrades occuring in the area
Have had service for 23yrs and I can seriously count on one hand how many internet outages we've had. Always reliable and stable however since the recent upgrades in the are over the past month, working from home has been hard.
I have a CM2050V and it just losses sync and needs to be restarted for it to connect again. Support is not forthcoming to what the issue is as all they say is we see the issue and sending a refresh which restarts the modem again (which I already did).
My setup is as simple as it gets. Cable into house >2way splitter (Xtreme) >one side to modem>other side to one cable box. Thats it. I only used hardwired in the house and only wifi devices are phones but all stops working and modem loses its US and DS signal and they sit blinking until its manually restarted.
I firmly believe that its has to do with these upgrades and downstream equipment. My levels are always pretty good and just keep getting runaround answers for the past month. Any of this work always seems to occur late morning when its most critical to have reliability if working remote.
If anyone can give any insight it would be appreciated as the communication for scheduled work, etc is poor and we are left in the dark. I posted my levels as I know I will be asked.
thanks
===============================
M Status: Good
Downstream Status: Good
Downstream Power Level: Good
Downstream SNR Level: Good
Upstream Status: Good
Upstream Power Level: Good
Current Time: Thu Nov 02 10:27:50 2023
Startup Procedure
Acquire Downstream Channel: 567000000 Hz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+
IP Provisioning Mode: Honor MDD IPv6 only
Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 20 567000000 Hz 5.8 42.1 371 1255
2 Locked QAM256 13 525000000 Hz 5.5 42.2 468 1645
3 Locked QAM256 14 531000000 Hz 5.5 42.2 486 1690
4 Locked QAM256 15 537000000 Hz 5.5 42.1 516 1495
5 Locked QAM256 16 543000000 Hz 5.4 42 498 1544
6 Locked QAM256 17 549000000 Hz 5.4 42 435 1324
7 Locked QAM256 18 555000000 Hz 5.4 42 445 1390
8 Locked QAM256 19 561000000 Hz 5.6 42 393 1234
9 Locked QAM256 21 573000000 Hz 6 42.2 334 1152
10 Locked QAM256 22 579000000 Hz 6.1 42.2 350 1093
11 Locked QAM256 23 585000000 Hz 6.2 42.2 400 1071
12 Locked QAM256 24 591000000 Hz 6.3 42.2 303 995
13 Locked QAM256 25 597000000 Hz 6.3 42.2 290 996
14 Locked QAM256 26 603000000 Hz 6.3 42.1 281 935
15 Locked QAM256 27 609000000 Hz 6.3 42.1 273 961
16 Locked QAM256 28 615000000 Hz 6.3 42 238 917
17 Locked QAM256 29 621000000 Hz 6.4 42 275 670
18 Locked QAM256 30 627000000 Hz 6.3 42 278 758
19 Locked QAM256 31 633000000 Hz 6.2 41.9 296 719
20 Locked QAM256 32 639000000 Hz 6.3 41.9 249 612
21 Locked QAM256 33 645000000 Hz 6.4 41.9 278 642
22 Locked QAM256 34 651000000 Hz 6.4 41.8 256 624
23 Locked QAM256 35 657000000 Hz 6.3 41.8 187 622
24 Locked QAM256 36 663000000 Hz 6.4 41.8 193 524
25 Locked QAM256 37 669000000 Hz 6.5 41.8 201 544
26 Locked QAM256 38 675000000 Hz 6.6 41.3 243 471
27 Locked QAM256 39 681000000 Hz 6.6 41.9 172 518
28 Locked QAM256 40 687000000 Hz 6.7 41.9 219 510
29 Locked QAM256 41 693000000 Hz 6.7 41.9 205 511
30 Locked QAM256 42 699000000 Hz 7 41.9 157 484
31 Locked QAM256 43 705000000 Hz 7.1 41.9 188 496
32 Locked QAM256 44 711000000 Hz 7.2 42 185 490
Upstream Bonded Channels
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 44.3 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 44.8 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 45.3 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 45.8 dBmV
5 Not Locked Unknown 0 0 0 0.0
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0
Downstream OFDM Channels
Channel LockedStatus ProfileID ChannelID Frequency Power SNR/MER ActiveSubcarrier Unerror Correctable Uncorrectable
1 Locked 0 ,1 ,2 ,3 193 957000000 Hz 5.88 dBmV 40.8 dB 148 ~ 3947 57535331 10788876 0
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
Upstream OFDMA Channels
Channel LockedStatus ProfileID ChannelID Frequency Power
1 Locked 3 ,4 ,10 ,11 ,12 ,13 41 36200000 Hz 42.8 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
Event Log
Time Priority Description
Thu Nov 02 10:26:18 2023 Notice (6) US profile assignment change. US Chan ID: 41; Previous Profile: 10 13; New Profile: 12 13.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 02 10:09:55 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 28 32 33 34 35 36 37 38 39 40 41 42 43 44; 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;
Thu Nov 02 10:09:48 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;
Thu Nov 02 10:09:48 2023 Warning (5) MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 02 09:26:18 2023 Notice (6) US profile assignment change. US Chan ID: 41; Previous Profile: 12 13; New Profile: 10 13.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 02 09:13:03 2023 Notice (6) US profile assignment change. US Chan ID: 41; Previous Profile: 10 13; New Profile: 12 13.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 02 09:10:28 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 28 32 33 34 35 36 37 38 39 40 41 42 43 44; 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;
Thu Nov 02 09:09:58 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;
Thu Nov 02 09:09:57 2023 Warning (5) MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 02 08:10:02 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 28 32 33 34 35 36 37 38 39 40 41 42 43 44; 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;
Thu Nov 02 08:09:55 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;
Thu Nov 02 08:09:55 2023 Warning (5) MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 02 08:01:18 2023 Notice (6) US profile assignment change. US Chan ID: 41; Previous Profile: 12 13; New Profile: 10 13.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 02 07:56:21 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;
Thu Nov 02 07:56:15 2023 Notice (6) TLV-11 - unrecognized OID;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
Time Not Established Critical (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;
EG
Expert
•
110.2K Messages
2 years ago
The signal status values at that snapshot in time were OK 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 !
2
0
XfinityJustinC
Official Employee
•
1.2K Messages
2 years ago
Hello, @ralfo72. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for assistance with your connectivity issues. Working from home myself, I completely understand the importance of having your network performing optimally. I appreciate the modem information it is helpful, and would like to investigate this further.
Since I will need to gather some information to locate your account, and we don't want that in our public conversation, Please send a direct message:
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
1
0