Hello all,
So I've tested this out and it seems to be the main issue. I've noticed when I am uploading a 600MB video to YouTube on my phone while I am on my home wifi, my modem seems to ALWAYS reboot, I've tested this numerous times and this seems to be the main issue. Here are the event logs below, I am lost.
Any help would be greatly appreciated! It seems that this has just started to happen a month ago and I guess I just never really looked into it. Firmware is up to date on the modem and the modem is probably about 1 year old.
2022-12-03, 20:42:42 |
Warning (5) |
MDD message timeout;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2022-12-03, 20:42:30 |
Notice (6) |
CM-STATUS message sent. Event Type Code: 4; Chan ID: 19 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2022-12-03, 20:42:24 |
Warning (5) |
MDD message timeout;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2022-12-03, 20:42:15 |
Notice (6) |
CM-STATUS message sent. Event Type Code: 4; Chan ID: 19 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2022-12-03, 20:42:15 |
Notice (6) |
CM-STATUS message sent. Event Type Code: 5; Chan ID: 19 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2022-12-03, 20:42:12 |
Notice (6) |
CM-STATUS message sent. Event Type Code: 2; Chan ID: 24; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2022-12-03, 20:42:07 |
Notice (6) |
CM-STATUS message sent. Event Type Code: 4; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2022-12-03, 20:42:07 |
Notice (6) |
CM-STATUS message sent. Event Type Code: 5; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00CM-QOS=1.1;CM-VER=3.1; |
2022-12-03, 20:41:56 |
Critical (3) |
UCD invalid or channel unusable;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2022-12-03, 20:41:55 |
Warning (5) |
RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2022-12-03, 20:41:49 |
Critical (3) |
UCD invalid or channel unusable;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2022-12-03, 20:41:49 |
Notice (6) |
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2022-12-03, 20:41:35 |
Notice (6) |
Honoring MDD; IP provisioning mode = IPv6 |
2022-12-03, 20:41:31 |
Critical (3) |
UCD invalid or channel unusable;CM-MAC=bc:XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;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=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
Procedure |
Status |
Comment |
Acquire Downstream Channel |
615000000 Hz |
Locked |
Connectivity State |
OK |
Operational |
Boot State |
OK |
Operational |
Security |
Enable |
BPI+ |
IP Provisioning Mode |
Honor MDD |
IPv6 only |
|
|
<tabindex=-1>Downstream Bonded Channels (Partial Service)</tabindex=-1> |
Channel |
Lock Status |
Modulation |
Channel ID |
Frequency |
Power |
SNR / MER |
Unerrored Codewords |
Correctable Codewords |
Uncorrectable Codewords |
1 |
Locked |
QAM256 |
28 |
615000000 Hz |
-6.2 dBmV |
42.8 dB |
21885284 |
0 |
0 |
2 |
Locked |
QAM256 |
13 |
525000000 Hz |
-5.1 dBmV |
39.0 dB |
20994965 |
0 |
0 |
3 |
Locked |
QAM256 |
14 |
531000000 Hz |
-5.0 dBmV |
39.9 dB |
20980442 |
0 |
0 |
4 |
Locked |
QAM256 |
15 |
537000000 Hz |
-5.1 dBmV |
41.1 dB |
21000049 |
0 |
0 |
5 |
Locked |
QAM256 |
16 |
543000000 Hz |
-5.5 dBmV |
42.9 dB |
21004167 |
0 |
0 |
6 |
Locked |
QAM256 |
17 |
549000000 Hz |
-5.9 dBmV |
39.3 dB |
21007518 |
0 |
0 |
7 |
Locked |
QAM256 |
18 |
555000000 Hz |
-6.0 dBmV |
40.5 dB |
21011306 |
0 |
0 |
8 |
Locked |
QAM256 |
19 |
561000000 Hz |
-5.7 dBmV |
27.1 dB |
11412869 |
4795971 |
3032625 |
9 |
Locked |
QAM256 |
20 |
567000000 Hz |
-5.5 dBmV |
32.2 dB |
21018094 |
234 |
0 |
10 |
Locked |
QAM256 |
21 |
573000000 Hz |
-5.6 dBmV |
43.1 dB |
21022287 |
0 |
0 |
11 |
Locked |
QAM256 |
22 |
579000000 Hz |
-4.9 dBmV |
28.5 dB |
15665787 |
1503282 |
1396017 |
12 |
Not Locked |
Unknown |
0 |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
0 |
13 |
Not Locked |
Unknown |
0 |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
0 |
14 |
Locked |
QAM256 |
25 |
597000000 Hz |
-6.0 dBmV |
31.8 dB |
21024206 |
7545 |
35 |
15 |
Locked |
QAM256 |
26 |
603000000 Hz |
-5.7 dBmV |
37.5 dB |
21034652 |
0 |
0 |
16 |
Locked |
QAM256 |
27 |
609000000 Hz |
-5.5 dBmV |
43.6 dB |
21039376 |
0 |
0 |
17 |
Locked |
QAM256 |
29 |
621000000 Hz |
-6.0 dBmV |
39.0 dB |
21035553 |
6144 |
5 |
18 |
Locked |
QAM256 |
30 |
627000000 Hz |
-5.2 dBmV |
39.3 dB |
21043864 |
112 |
0 |
19 |
Locked |
QAM256 |
31 |
633000000 Hz |
-4.6 dBmV |
34.2 dB |
21047140 |
63 |
0 |
20 |
Locked |
QAM256 |
32 |
639000000 Hz |
-4.8 dBmV |
38.4 dB |
20970962 |
74231 |
5626 |
21 |
Locked |
QAM256 |
33 |
645000000 Hz |
-5.3 dBmV |
43.5 dB |
21052053 |
0 |
0 |
22 |
Locked |
QAM256 |
34 |
651000000 Hz |
-5.5 dBmV |
43.0 dB |
21058518 |
0 |
0 |
23 |
Locked |
QAM256 |
35 |
657000000 Hz |
-5.8 dBmV |
43.2 dB |
21063203 |
0 |
0 |
24 |
Locked |
QAM256 |
36 |
663000000 Hz |
-5.9 dBmV |
43.3 dB |
21067312 |
0 |
0 |
25 |
Locked |
QAM256 |
37 |
669000000 Hz |
-6.5 dBmV |
42.9 dB |
21076239 |
0 |
0 |
26 |
Locked |
QAM256 |
38 |
675000000 Hz |
-6.6 dBmV |
42.3 dB |
21080006 |
0 |
0 |
27 |
Locked |
QAM256 |
39 |
681000000 Hz |
-6.2 dBmV |
42.9 dB |
21083940 |
0 |
0 |
28 |
Locked |
QAM256 |
40 |
687000000 Hz |
-5.6 dBmV |
43.3 dB |
21092453 |
0 |
0 |
29 |
Locked |
QAM256 |
41 |
693000000 Hz |
-5.0 dBmV |
43.8 dB |
21096731 |
0 |
0 |
30 |
Locked |
QAM256 |
42 |
699000000 Hz |
-4.5 dBmV |
44.1 dB |
21100764 |
0 |
0 |
31 |
Locked |
QAM256 |
43 |
705000000 Hz |
-4.4 dBmV |
44.1 dB |
21120279 |
0 |
0 |
32 |
Locked |
QAM256 |
44 |
711000000 Hz |
-5.1 dBmV |
43.7 dB |
21109067 |
0 |
0 |
|
|
<tabindex=-1>Upstream Bonded Channels</tabindex=-1> |
Channel |
Lock Status |
Modulation |
Channel ID |
Frequency |
Power |
1 |
Locked |
ATDMA |
1 |
16400000 Hz |
55.0 dBmV |
2 |
Locked |
ATDMA |
2 |
22800000 Hz |
56.8 dBmV |
3 |
Locked |
ATDMA |
3 |
29200000 Hz |
56.3 dBmV |
4 |
Locked |
ATDMA |
4 |
35600000 Hz |
55.0 dBmV |
5 |
Not Locked |
Unknown |
0 |
0 Hz |
0.0 dBmV |
6 |
Not Locked |
Unknown |
0 |
0 Hz |
0.0 dBmV |
7 |
Not Locked |
Unknown |
0 |
0 Hz |
0.0 dBmV |
8 |
Not Locked |
Unknown |
0 |
0 Hz |
0.0 dBmV |
|
|
<tabindex=-1>Downstream OFDM Channels</tabindex=-1> |
Channel |
Lock Status |
Modulation / Profile ID |
Channel ID |
Frequency |
Power |
SNR / MER |
Active Subcarrier Number Range |
Unerrored Codewords |
Correctable Codewords |
Uncorrectable Codewords |
1 |
Locked |
0, 1, 2, 3 |
193 |
957000000 Hz |
-6.1 dBmV |
40.5 dB |
148 ~ 3947 |
2578276 |
1490678 |
0 |
2 |
Not Locked |
0 |
0 |
0 Hz |
-6.5 dBmV |
0.0 dB |
0 ~ 4095 |
0 |
0 |
0 |
|
|
<tabindex=-1>Upstream OFDMA Channels</tabindex=-1> |
Channel |
Lock Status |
Modulation / Profile ID |
Channel ID |
Frequency |
Power |
1 |
Not Locked |
Unknown |
0 |
0 Hz |
0 dBmV |
2 |
Not Locked |
Unknown |
0 |
0 Hz |
0 dBmV |
|
EG
Expert
•
111.3K Messages
3 years ago
The upstream power is too high / out of spec. The downstream power is on the low / weak side as well. And some of the SNR values are too low /out of spec. 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 Radio Shack, Home Depot, Target, 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 !
0
0
XfinityDilary
Official Employee
•
2.3K Messages
3 years ago
Hey, @Sam_Som! Thanks for posting on our Community Forums and sharing the modem logs. We appreciate the opportunity to help. I see @EG offered some troubleshooting steps we can try. Did you have a chance to work on those? Has the issue improved? If not, we can help set up a tech visit to investigate further.
0
Sam_Som
Visitor
•
3 Messages
3 years ago
So I've checked the wires and they are good, this is how my wiring is set up.
1
0
EG
Expert
•
111.3K Messages
3 years ago
It's still N/G. You may want to get a tech out to investigate as was stated. Bear in mind that 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 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.
Good luck !
0
0