Two months ago I started having LOTS of little internet outages all day long. None lasts for more than a few seconds, but it's just long enough to interrupt a screen sharing session or streaming activity or gaming. Sometimes it will happen 5 times within an hour, and sometimes only once... but the longest I've seen it go without an outage is 3 hours.
Comcast tech came out and said my signal was bad and a Tech-4 would have to look at it (he was only a Tech-2)
Tech-4 came out and said there was no problem at all
Tech-Ops Supervisor Hector [Edited: "Personal Information"] (Tech Number: [Edited: "Personal Information"]) came out and said they couldn't catch the problem happening, and thus couldn't fix it... but said he'd ping my modem now and then for a day or two and then get back with me.
I haven't heard from Hector since, and he doesnt' respond to my emails
So I had an electrician come out and install an entire new coax from outdoor wall to wiring closet, and I bought a new cable-modem/router.
To simplify my test, I have the brand new coax wired into the brand new modem and then directly into a laptop... so no splitters or wifi or anything else... just one single ethernet laptop... and the problem continues.
I write down the times when these little 'blips' occur, and my new cable-modem has an 'event log' that I can now look at... and lo-and-behold the only events in that log are at the very same/exact time that I write down. Lots of MDD MESSAGE TIMEOUT and even T3-TIMEOUT.
I've placed yet another service call, but I fear whoever shows up will simply give me "I'm a level 2 technician and this is a level 4 problem" and leave. Any help you could give would be much appreciated
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Description |
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05:31:34
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: �; 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; |
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07:13:38
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
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07:13:50
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
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07:14:04
Fri Oct 14 2022 |
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Warning (5) |
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MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
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07:14:04
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; 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; |
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07:14:06
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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; |
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07:14:12
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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; |
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07:14:19
Fri Oct 14 2022 |
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Warning (5) |
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MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
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07:14:21
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; 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; |
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07:14:28
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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; |
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07:14:42
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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; |
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08:11:42
Fri Oct 14 2022 |
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Warning (5) |
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MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
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08:11:44
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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; |
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08:11:59
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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; |
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08:12:04
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
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08:12:05
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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; |
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08:12:21
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; 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; |
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08:12:28
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
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09:05:16
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
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09:05:21
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
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09:05:22
Fri Oct 14 2022 |
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Warning (5) |
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MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
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09:05:23
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; 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; |
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09:05:29
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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; |
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09:05:32
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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; |
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09:05:38
Fri Oct 14 2022 |
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Warning (5) |
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MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
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09:05:41
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; 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; |
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09:05:48
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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; |
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09:05:58
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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; |
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09:16:47
Fri Oct 14 2022 |
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Critical (3) |
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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; |
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09:51:09
Fri Oct 14 2022 |
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Warning (5) |
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MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
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09:51:16
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; 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; |
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09:51:43
Fri Oct 14 2022 |
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Notice (6) |
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CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; 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; |
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Bottom of Form |
CCErika
Problem Solver
•
339 Messages
4 years ago
@steph20906 Thanks for posting on our forums today!
I know that there is nothing worse than ongoing internet troubles, especially now that so many depend on our connection for our daily activities. No worries, you are in good hands. We will have this resolved in no time. I see you have already sent us a direct message. We can continue there so that there is not mix up between out conversations. Once we resolve your issues we can come back here and post the resolution so that it may help someone else experiencing the same issues.
0
EG
Expert
•
118.3K Messages
4 years ago
@steph20906
For curiosity's sake, what do the modem's signal stats look like ? Try getting them here; http://192.168.100.1
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
What is the exact make and model number of the modem / gateway device ?
2
EG
Expert
•
118.3K Messages
4 years ago
@steph20906
The downstream power was bit on the low side at that snapshot in time, and it may be intermittently fluctuating even lower to out of spec levels.
Suggest that you continue working with the Comcast official employees via direct messages. Good luck with it ! Please post back here with how things turn out.
(edited)
3
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EG
Expert
•
118.3K Messages
4 years ago
@wdavis20906
Please create a new topic of your own here on this board detailing your issue. Thanks.
2
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EG
Expert
•
118.3K Messages
4 years ago
@steph20906
FWIW, RF signal problems / line impairments can't be fixed remotely. It takes a boots-on-the-ground physical intervention. See what happens. Best of luck !
(edited)
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wd20906
Contributor
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20 Messages
4 years ago
Fri Oct 14 2022
Fri Oct 14 2022
Fri Oct 14 2022
Fri Oct 14 2022
(edited)
0
0
wd20906
Contributor
•
20 Messages
4 years ago
Fri Oct 14 2022
Fri Oct 14 2022
Fri Oct 14 2022
(edited)
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wd20906
Contributor
•
20 Messages
4 years ago
Brand new coax from outside wall to wiring closet, brand new Motorola MG8702 modem/router, brand new cat-8 ethernet cables and still get this connection dropout twenty times a day. Xfinity sent technician out 3 times but they can't find anything when they hook up their phone to either the pedestal in the backyard or the outside wall where the coax enters the house.
To rule out all the detractors, I simplified my network to a simple laptop connected directly to modem via ethernet cable... so no splitters or wifi or anything else... problem persists.
Sat Oct 15 2022
Sat Oct 15 2022
1
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EG
Expert
•
118.3K Messages
4 years ago
@wdavis20906
Please redact all of the CM MAC and the CMTS MAC addresses in your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".
1
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EG
Expert
•
118.3K Messages
4 years ago
@wdavis20906 Yes. I have made them public again. So I have re-escalated your issue again to the Comcast corporate employees as being unresolved. Good luck again !
(edited)
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wd20906
Contributor
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20 Messages
4 years ago
Service is up and down constantly this morning
Sat Oct 15 2022
Sat Oct 15 2022
Sat Oct 15 2022
4
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wd20906
Contributor
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20 Messages
4 years ago
@EG I wonder if you could provide some advice here... Comcast wants to send out a 4th technician to look at my intermittent outage issue. On the previous 3 visits, each technician looked at everything, said they could see no problem, and left. Within a few hours the problem re-occurred. So even with my cable-modem event log showing MDD TIMEOUTS and all sorts of other problems, they don't look at or ask for any of that...
How would my issue possibly EVER get past the 'well it looked fine when I was there' stage of Comcast on-site support?
wd in houston
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EG
Expert
•
118.3K Messages
4 years ago
After a certain number of tech visits (I'm not certain but it may actually be 4), a red flag is supposed to get raised and an unresolved problem is supposed to automatically get escalated to supervision and possibly to their network maintenance dept.
If the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to always start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Try insisting on escalation ! Good luck !
(edited)
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wd20906
Contributor
•
20 Messages
4 years ago
For my 4th service call about this issue, 3 Comcast vans pulled up and stayed for over 2 hours. They replaced connectors on the end of some coax cables (most of which were for tv's), mentioned seeing a 'hot modem' on the network that they were going to replace, and I have no idea what else they may have seen or done.
When they left, one gave me his phone number and told me to text him if the problem returned.
16 hours later when the outages continued, I texted him and got "thanks, I'll alert my network supervisor" and the problem continued.
24 hours later and the problem is still happening, and I get no response from the text msgs anymore... but I know the tech mentioned he doesn't work M-F
This is SO frustrating and has been going on for months and each time I have to start completely over with explaining things...
Fri Oct 21 2022
Fri Oct 21 2022
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EG
Expert
•
118.3K Messages
4 years ago
@wd20906
Sorry to hear that the problem is still unresolved.... Not much more can be done here on the forums. It's in the hands of the *boots on the ground* guys now. I wish you the best for a speedy resolution !
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