Contributor
•
14 Messages
Motorola MB8611 / Ubiquity Dream Machine (UDM) / Comcast Issues
I recently started experiencing issues with my internet. Over the last several months my internet connection started to intermittently drop several times a day. It has gotten worse and worse over time (instead of dropping once or twice it is dropping 8 to 10 times a day). I eventually swapped out my cable modem and I am now using a Motorola MB8611 (I am still having issues with the new modem).
When the internet drops the modem actually resets (the lights on the front of the modem all go blank and it takes about a minute for them to light up and the internet is restored). When it resets it clears the event logs. Over the last 24 hours I have been capturing the event logs so I could get some help troubleshooting.
Here is why my current "Connection" looks like:
| Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected |
| 1 | Locked | QAM256 | 20 | 561.0 | 12.3 | 40.3 | 0 | 0 |
| 2 | Locked | QAM256 | 17 | 537.0 | 7.5 | 38.2 | 0 | 0 |
| 3 | Locked | QAM256 | 18 | 543.0 | 7.9 | 38.4 | 0 | 0 |
| 4 | Locked | QAM256 | 19 | 555.0 | 10.3 | 39.6 | 0 | 0 |
| 5 | Locked | QAM256 | 21 | 567.0 | 12.9 | 40.4 | 0 | 0 |
| 6 | Locked | QAM256 | 22 | 573.0 | 12.5 | 40.3 | 0 | 0 |
| 7 | Locked | QAM256 | 23 | 579.0 | 12.2 | 40.2 | 0 | 0 |
| 8 | Locked | QAM256 | 24 | 585.0 | 11.7 | 40.1 | 0 | 0 |
| 9 | Locked | QAM256 | 25 | 591.0 | 11.3 | 39.9 | 0 | 0 |
| 10 | Locked | QAM256 | 26 | 597.0 | 10.9 | 39.7 | 0 | 0 |
| 11 | Locked | QAM256 | 27 | 603.0 | 10.9 | 39.8 | 0 | 0 |
| 12 | Locked | QAM256 | 28 | 609.0 | 10.9 | 39.8 | 0 | 0 |
| 13 | Locked | QAM256 | 29 | 615.0 | 10.9 | 39.8 | 0 | 0 |
| 14 | Locked | QAM256 | 30 | 621.0 | 11.3 | 39.8 | 0 | 0 |
| 15 | Locked | QAM256 | 31 | 627.0 | 11.6 | 40.0 | 0 | 0 |
| 16 | Locked | QAM256 | 32 | 633.0 | 12.2 | 40.2 | 0 | 0 |
| 17 | Locked | QAM256 | 33 | 639.0 | 12.3 | 40.2 | 0 | 0 |
| 18 | Locked | QAM256 | 34 | 645.0 | 12.8 | 40.3 | 0 | 0 |
| 19 | Locked | QAM256 | 35 | 651.0 | 12.8 | 40.4 | 0 | 0 |
| 20 | Locked | QAM256 | 36 | 657.0 | 12.6 | 40.3 | 0 | 0 |
| 21 | Locked | QAM256 | 37 | 663.0 | 12.5 | 40.3 | 0 | 0 |
| 22 | Locked | QAM256 | 38 | 669.0 | 11.8 | 40.0 | 0 | 0 |
| 23 | Locked | QAM256 | 39 | 675.0 | 11.2 | 39.6 | 0 | 0 |
| 24 | Locked | QAM256 | 40 | 681.0 | 10.3 | 39.5 | 0 | 0 |
| 25 | Locked | QAM256 | 41 | 687.0 | 9.9 | 39.2 | 0 | 0 |
| 26 | Locked | QAM256 | 42 | 693.0 | 10.1 | 39.3 | 0 | 0 |
| 27 | Locked | QAM256 | 43 | 699.0 | 10.4 | 39.4 | 0 | 0 |
| 28 | Locked | QAM256 | 44 | 705.0 | 11.3 | 39.6 | 0 | 0 |
| 29 | Locked | QAM256 | 45 | 711.0 | 12.1 | 40.0 | 0 | 0 |
| 30 | Locked | QAM256 | 46 | 717.0 | 12.5 | 40.0 | 0 | 0 |
| 31 | Locked | QAM256 | 47 | 723.0 | 12.3 | 39.9 | 0 | 0 |
| 32 | Locked | OFDM PLC | 48 | 805.0 | 9.9 | 38.2 | 78846227 | 0 |
**This must get reset as well. Yesterday when I looked all of the channels had something in the "Corrected" column
Here is today's "Event Log":
| Time | Priority | Description |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 02:07:25 Mon Sep 19 2022 |
Notice (6) | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
**I have more of these logs if needed. I have been saving the log after ever reset for the last 24 hours.
Here are some the "Notifications" from UDM from the last 24 hours:
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Category
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Event Details
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Date/Time
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System
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Your internet has been restored.
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Today at 3:08 AM
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Your internet has disconnected. Contact your ISP to verify your area's outage status.
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Today at 3:07 AM
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Your internet has been restored.
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Today at 2:26 AM
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Your internet has disconnected. Contact your ISP to verify your area's outage status.
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Today at 2:26 AM
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Your internet has been restored.
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Today at 12:10 AM
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Your internet has disconnected. Contact your ISP to verify your area's outage status.
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Today at 12:09 AM
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Your internet has been restored.
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Sep 18, 2022 11:05 PM
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Your internet has disconnected. Contact your ISP to verify your area's outage status.
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Sep 18, 2022 11:05 PM
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Your internet has been restored.
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Sep 18, 2022 8:17 PM
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Your internet has disconnected. Contact your ISP to verify your area's outage status.
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Sep 18, 2022 8:17 PM
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Your internet has been restored.
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Sep 18, 2022 8:08 PM
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Your internet has disconnected. Contact your ISP to verify your area's outage status.
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Sep 18, 2022 8:07 PM
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Your internet has been restored.
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Sep 18, 2022 5:31 PM
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Your internet has disconnected. Contact your ISP to verify your area's outage status.
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Sep 18, 2022 5:30 PM
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Your internet has been restored.
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Sep 18, 2022 4:45 PM
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Your internet has disconnected. Contact your ISP to verify your area's outage status.
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Sep 18, 2022 4:44 PM
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Your internet has been restored.
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Sep 18, 2022 4:24 PM
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Your internet has disconnected. Contact your ISP to verify your area's outage status.
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Sep 18, 2022 4:22 PM
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Your internet has been restored.
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Sep 18, 2022 1:34 PM
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Your internet has disconnected. Contact your ISP to verify your area's outage status.
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Sep 18, 2022 1:33 PM
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xfinity sent a tech out and they checked the connection from the street to my house (which was fine). And they checked the connection from the side of my house to the modem (that was fine). The modem is directly connected to xfinity (no splitters).
Thank you for taking the time to review the information and helping. I work from home (like many of us) and this is very disruptive.
viper52985
Contributor
•
14 Messages
3 years ago
I have an update on this from Motorola:
There are a few red flags in this connection:
In the Downstream Bonded Channels the PWR should be -7 and +7, many of the channels you're getting are too high there. Additionally, in the Downstream, there is a significant amount of packet loss in the Corrected and Uncorrected columns.
The Upstream PWR seems to be the main cause for the errors in the Event Log. The Upstream PWR should be 38-48, but as we can see the upstream power is considerably low. This prevents requests being sent from the modem to the provider from reaching the provider consistently.
Here is the "Connection Status" from today:
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viper52985
Contributor
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14 Messages
3 years ago
The upstream bonded channels are also important:
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flatlander3
Problem Solver
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1.5K Messages
3 years ago
@EG is better at this. Question for him -- 6db forward path attenuator on the back of the gateway be helpful here if he's not getting anywhere with tech visits? ($10 on Amazon). I thought the upstream boosts itself, so not much could be done there.
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EG
Expert
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110.8K Messages
3 years ago
No need for an FPA-only pad. An overall attenuator pad can be used in this case. A 10 dB pad could even be tried. There's plenty of wiggle room to go higher on the upstream power value. It will make the upstream power level look higher / prettier, but it really isn't. It may help to overcome any local premises noise ingress that may or may not exist, but that's about it. The CMTS commands the modem to put out the amount of upstream power it needs (up to a finite limit) in order to hear the modem reliably.
And it may not be low at all. It may just be a very clean, low attenuation, and noise-free return path. It may be correct for local system specs. There are spec variances between individual systems.
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viper52985
Contributor
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14 Messages
3 years ago
Several people from Comcast came out today to troubleshoot the network in my neighborhood and in my house. They found several issues that needed to be fixed in the neighborhood. They also installed a splitter to help with the downstream power and upstream power. All of my numbers look great right now (within spec of Comcast standards and Motorola):
Downstream:
Upstream:
I will post back in a few days and let you know if we have continued to have issues.
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viper52985
Contributor
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14 Messages
3 years ago
My Motorola modem kept restarting even after Comcast fixed the network issues in my neighborhood. After each restart I validated that everything was still in range. In the end I returned my modem to Best Buy. Somehow I had both issues with Comcast and the Motorola modem. I installed my "old" DOCSIS 3.0 Arris modem and it was worked fine for several days. I will do some more research and purchase a new modem when the time is right.
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Jlavaseur
Problem Solver
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948 Messages
3 years ago
Just out of curiosity, do you have a Broadcom network card, or that chipset in your card?
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