Netgear CM2000 throwing error codes 16 AND 24 on channel 33.

This is a long saga. Had a netgear cm1100. was perfect. ABout 6 weeks ago started with the intermittent loss of internet. Looked at the logs and saw error codes 16 and 24 on both upstream and downstream channels. Signal strength was in recommended strength of -10 to 10 mV for all channels and for download channels I saw 39-41 db and uploads 49 to 51.5 db. Comcast tech out 3 times. removed splitters so only those needed remain. one outside to split signal to MBR TV and one to inside for Family room TV and Cable modem. NO JOY. STilll the same errors.

Being the inquisitive person I am, I decided to try a new modem. Got a netgear cm2000 based on ratings and reviews. Very fast. its been 2 weeks. Week one, no error, we 2 increasing frequency of errors same one, 16 and 24 but this time limited to channel 33 (upload) internet drop only 2x.

I am concerned. We work from home and do a ton of ZOOM and other video stuff so need this to be reliable. Here is the current errolog for the last 18 hours:

Clear Log Refresh

Time	Priority	Description
Fri Apr 29 14:42:04 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=xx:Xx:XX:XX:XX:XX;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 14:41:38 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 14:26:42 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 14:25:47 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=vREDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 14:00:55 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 14:00:18 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 13:59:47 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 13:59:36 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 13:07:30 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 13:06:55 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 12:33:42 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 12:33:19 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 12:08:03 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 12:07:35 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 12:07:19 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 12:06:56 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 12:06:49 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED47;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:58:48 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:58:01 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:45:32 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:44:53 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTEDCMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:37:44 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTEDCMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:37:18 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:37:04 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:36:33 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:36:04 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:35:34 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:22:01 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:21:08 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:15:19 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 10:14:53 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTEDCMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 09:37:05 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 09:36:37 2022	(Notice (6))	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 06:31:16 2022	(Critical (3))	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 06:31:10 2022	(Critical (3))	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 06:31:10 2022	(Notice (6))	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Fri Apr 29 06:31:06 2022	(Notice (6))	TLV-11 - unrecognized OID;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	(Notice (6))	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	(Critical (3))	No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;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=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;

So it is clear that we have a loss of signal (no ranging response early this am (TV was out too so not a modem issue, i think) , but then came back on line. Since then continues to be the Error type 16 and 24 on channel 33 with what seems to be a downstream issue.

Here are the connection logs from the modem

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	519000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	17	519000000 Hz	-4.5 dBmV	41.8 dB	0	0
2	Locked	QAM256	14	501000000 Hz	-4.5 dBmV	41.6 dB	0	0
3	Locked	QAM256	15	507000000 Hz	-4.5 dBmV	41.7 dB	0	0
4	Locked	QAM256	16	513000000 Hz	-4.6 dBmV	41.7 dB	0	0
5	Locked	QAM256	18	525000000 Hz	-4.5 dBmV	41.7 dB	0	0
6	Locked	QAM256	19	531000000 Hz	-4.2 dBmV	41.8 dB	0	0
7	Locked	QAM256	20	537000000 Hz	-4.1 dBmV	41.8 dB	0	0
8	Locked	QAM256	21	543000000 Hz	-4.1 dBmV	41.8 dB	0	0
9	Locked	QAM256	22	555000000 Hz	-3.8 dBmV	41.8 dB	0	0
10	Locked	QAM256	23	561000000 Hz	-3.9 dBmV	41.8 dB	0	0
11	Locked	QAM256	24	567000000 Hz	-3.9 dBmV	41.6 dB	1	0
12	Locked	QAM256	25	573000000 Hz	-3.6 dBmV	41.7 dB	0	0
13	Locked	QAM256	26	579000000 Hz	-3.8 dBmV	41.6 dB	0	0
14	Locked	QAM256	27	585000000 Hz	-3.8 dBmV	41.6 dB	1	0
15	Locked	QAM256	28	591000000 Hz	-4.3 dBmV	41.5 dB	1	0
16	Locked	QAM256	29	597000000 Hz	-3.9 dBmV	41.6 dB	1	0
17	Locked	QAM256	30	603000000 Hz	-3.8 dBmV	41.6 dB	0	0
18	Locked	QAM256	31	609000000 Hz	-3.7 dBmV	41.6 dB	1	0
19	Locked	QAM256	32	615000000 Hz	-3.7 dBmV	41.6 dB	1	0
20	Locked	QAM256	34	621000000 Hz	-3.7 dBmV	41.7 dB	1	0
21	Locked	QAM256	35	627000000 Hz	-3.7 dBmV	41.6 dB	1	0
22	Locked	QAM256	36	633000000 Hz	-3.7 dBmV	41.7 dB	1	0
23	Locked	QAM256	37	639000000 Hz	-4.2 dBmV	41.4 dB	0	0
24	Locked	QAM256	38	645000000 Hz	-3.8 dBmV	41.7 dB	0	0
25	Locked	QAM256	39	651000000 Hz	-3.7 dBmV	41.6 dB	0	0
26	Locked	QAM256	40	657000000 Hz	-3.9 dBmV	41.6 dB	2	0
27	Locked	QAM256	41	663000000 Hz	-4.4 dBmV	41.3 dB	3	0
28	Locked	QAM256	42	669000000 Hz	-4.0 dBmV	41.5 dB	1	0
29	Locked	QAM256	43	675000000 Hz	-4.2 dBmV	40.9 dB	1	0
30	Locked	QAM256	44	681000000 Hz	-4.4 dBmV	41.4 dB	1	0
31	Locked	QAM256	45	687000000 Hz	-4.4 dBmV	41.5 dB	2	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	13	5120	36500000 Hz	49.5 dBmV
2	Locked	ATDMA	14	5120	30100000 Hz	50.8 dBmV
3	Locked	ATDMA	15	5120	23700000 Hz	50.8 dBmV
4	Locked	ATDMA	16	5120	17300000 Hz	50.5 dBmV
5	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV

Downstream OFDM Channels

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	33	693000000 Hz	-5.1 dBmV	41.2 dB	1108 ~ 2987	242689447	216369078	37307
2	Not Locked	0	0	0 Hz	0 dBmV	0.0 dB	0 ~ 4095	0	0	0

Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV

Extended Upstream Transmit Power

Enable Extended Upstream Transmit Power

Current System Time:Fri Apr 29 14:46:50 2022

System Up Time:08:16:34

From what i am seeing on the web, the power and SNR's seems to be all in range. I AM AT A LOSS. HELP!!! We cannot afford to have unstable internet. That will cost jobs here.

Dave

Responses

Accepted Solution

EG

Expert

•

110.1K Messages

3 years ago

@user_cc17b5 That error code is particular to DOCSIS 3.1 and OFDM channel profiles.

It means the OFDM channel is constantly failing FEC (Forward Error Correction) lock on one of the OFDM profiles. Event type code 16, is the loss of FEC lock for an OFDM profile. In this case (typical) the highest profile 3 is the one going impaired.

Event type code 24 is FEC recovery on that profile.

The CMTS (Cable Modem Termination System) can be configured with multiple OFDM profiles which have different modulation schemes applied to the OFDM subcarriers.

When the CMTS gets the code 16 event, it can dynamically downgrade the active profile for that CM.

If you're seeing this constantly I suspect your Downstream OFDM channel might be marginal. But, since OFDM can have such an insane modulation order at higher profiles, this can have no noticeable effect on your normal usage.

If you aren't suffering any packet-loss or issues with downstream throughput, I wouldn't be too concerned.

Live with it a while now and see. Hope things hold up for you ! Good luck !

user_cc17b5

Visitor

•

14 Messages

@EG thanks for explaining. That helps. Speed is better with the amp, and no dropping since yesterday.

I appreciate you help.

3 years ago

EG

Expert

•

110.1K Messages

@user_cc17b5 My pleasure !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

3 years ago

EG

Expert

•

110.1K Messages

3 years ago

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. 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".

That said. The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. The downstream power is on the weak side as well. 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, 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 !

user_cc17b5

Visitor

•

14 Messages

@EG ALL OF THIS HAS BEEN DONE> NOW WHAT?

3 years ago

EG

Expert

•

110.1K Messages

3 years ago

You have to redact those MAC addresses as I stated, otherwise no one can see your post.

user_cc17b5

Visitor

•

14 Messages

3 years ago

EG, I reviewed again and found you were right. Now I have it all redacted. Error type code 16 is FEC errors were over limit on one of the assigned downstream OFDM profiles of a channel. What is that and how do we fix it.

EG

Expert

•

110.1K Messages

3 years ago

If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as 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 !

user_cc17b5

Visitor

•

14 Messages

@EG Thank you. I have a tech coming again tomorrow. will let you know what happens if you want.

Thanks

3 years ago

EG

Expert

•

110.1K Messages

3 years ago

@user_cc17b5

Sure. Please circle back here with how things turn out.

user_cc17b5

Visitor

•

14 Messages

@EG A senior tech arrived and saw that the cable from the drop to the modem was circa 1980's and was a perplexed as I about how 3 other techs did not comment and change that out. He did. Number are all better on the modem. Speed seems good. Here are the current readings:

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	519000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	17	519000000 Hz	-0.9 dBmV	42.0 dB	0	0
2	Locked	QAM256	1	417000000 Hz	-1.8 dBmV	41.7 dB	0	0
3	Locked	QAM256	2	423000000 Hz	-1.6 dBmV	41.9 dB	0	0
4	Locked	QAM256	3	429000000 Hz	-1.6 dBmV	41.9 dB	0	0
5	Locked	QAM256	4	435000000 Hz	-1.5 dBmV	42.0 dB	0	0
6	Locked	QAM256	5	441000000 Hz	-1.6 dBmV	41.9 dB	0	0
7	Locked	QAM256	6	453000000 Hz	-1.7 dBmV	41.8 dB	0	0
8	Locked	QAM256	7	459000000 Hz	-1.9 dBmV	41.7 dB	0	0
9	Locked	QAM256	8	465000000 Hz	-1.9 dBmV	41.7 dB	0	0
10	Locked	QAM256	9	471000000 Hz	-2.1 dBmV	41.5 dB	0	0
11	Locked	QAM256	10	477000000 Hz	-2.1 dBmV	41.5 dB	0	0
12	Locked	QAM256	11	483000000 Hz	-2.0 dBmV	41.5 dB	0	0
13	Locked	QAM256	12	489000000 Hz	-1.6 dBmV	41.6 dB	0	0
14	Locked	QAM256	13	495000000 Hz	-1.3 dBmV	41.8 dB	0	0
15	Locked	QAM256	14	501000000 Hz	-1.3 dBmV	41.8 dB	0	0
16	Locked	QAM256	15	507000000 Hz	-1.1 dBmV	41.9 dB	0	0
17	Locked	QAM256	16	513000000 Hz	-1.0 dBmV	42.0 dB	0	0
18	Locked	QAM256	18	525000000 Hz	-0.9 dBmV	42.0 dB	0	0
19	Locked	QAM256	19	531000000 Hz	-0.6 dBmV	42.1 dB	0	0
20	Locked	QAM256	20	537000000 Hz	-0.5 dBmV	42.1 dB	0	0
21	Locked	QAM256	21	543000000 Hz	-0.3 dBmV	42.1 dB	0	0
22	Locked	QAM256	22	555000000 Hz	-0.4 dBmV	41.9 dB	0	0
23	Locked	QAM256	23	561000000 Hz	-0.8 dBmV	41.8 dB	0	0
24	Locked	QAM256	24	567000000 Hz	-2.8 dBmV	40.7 dB	0	0
25	Locked	QAM256	25	573000000 Hz	-1.3 dBmV	41.5 dB	0	0
26	Locked	QAM256	26	579000000 Hz	-0.4 dBmV	41.8 dB	0	0
27	Locked	QAM256	27	585000000 Hz	-0.2 dBmV	41.9 dB	0	0
28	Locked	QAM256	28	591000000 Hz	-0.1 dBmV	42.0 dB	0	0
29	Locked	QAM256	29	597000000 Hz	-0.1 dBmV	41.9 dB	0	0
30	Locked	QAM256	30	603000000 Hz	0.0 dBmV	42.0 dB	0	0
31	Locked	QAM256	31	609000000 Hz	0.1 dBmV	42.0 dB	0	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	13	5120	36500000 Hz	48.5 dBmV
2	Locked	ATDMA	14	5120	30100000 Hz	49.8 dBmV
3	Locked	ATDMA	15	5120	23700000 Hz	50.0 dBmV
4	Locked	ATDMA	16	5120	17300000 Hz	49.8 dBmV
5	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV

Downstream OFDM Channels

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	33	693000000 Hz	-0.1 dBmV	41.8 dB	1108 ~ 2987	24335821	16813952	0
2	Not Locked	0	0	0 Hz	0 dBmV	0.0 dB	0 ~ 4095	0	0	0

Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV

Things seem better so far. The tech also found an issue with the incoming line from the d-mark being unstable and his meter showed a jagged line reading, not a smooth reading??? He showed me the scope reading. It was a problem. Tomorrow Comcast is supposed to do something the "balance the signal" as a final step to improve this. We shall see.

In the meantime based on the reading here and other places on this board I ordered an Antronix RRA1-10 10db return amplifier. Not going to install until I see how it all goes with the new line and the fix at the d-mark.

Thank you for your help.

Dave

3 years ago

EG

Expert

•

110.1K Messages

The upstream power is still marginal. This is a problem just waiting to return. Especially with the higher outdoor temperatures of the upcoming summer season. The upstream power levels will rise 3 to 4 dB. 40 to 45 dB is the desired range. More work needs to be done. You need to get the techs involved again until it is fixed properly.

Good luck with it !

(edited)

3 years ago

XfinityEricB

Official Employee

•

2.1K Messages

Good to hear everything is doing better. We are going to check in with you here in 2 days as well, just to be sure you don't require further help. If anything comes up in the meantime, please let us know.

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

3 years ago

EG

Expert

•

110.1K Messages

It's marginal.....

3 years ago

user_cc17b5

Visitor

•

14 Messages

@EG That is what I thought as well. Will something like Antronix RRA1-10 Return amplifier make a difference? I have seen on these boards a device like that to lower the upstream issues by regulating upstream power. It seems like those numbers are still the high ones, no? Not sure how an amp does that but could that help. It boosts signal 10DB in the 5-42mHz range.

Also, do you know if the CM2000 is compatible with Xfinity gig speed as the tech who came Sunday said he had a notice on his device (and showed it to me ) that this modem will limit connection speed? Not sure I buy that as it is rated to 2.5 GBPS.

I will see how things go and reach out to Comcast to see what else can be done as well.

Thank you for your advice.

Dave

3 years ago

user_cc17b5

Visitor

•

14 Messages

3 years ago

Will do. Thanks. I have printed all error logs. modem just did a reset for a T3 error. I see lower power and snr after the reboot. HMMMM. A clue!!!!

user_cc17b5

Visitor

•

14 Messages

3 years ago

Installed the RRA1-10 return amp. Upstream power is way lower and speeds are way up.

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	1	417000000 Hz	-2.0 dBmV	41.8 dB	2903	3176
2	Locked	QAM256	2	423000000 Hz	-1.8 dBmV	42.1 dB	783	3097
3	Locked	QAM256	3	429000000 Hz	-1.8 dBmV	42.1 dB	4002	12579
4	Locked	QAM256	4	435000000 Hz	-1.6 dBmV	42.2 dB	4128	13542
5	Locked	QAM256	5	441000000 Hz	-1.8 dBmV	42.1 dB	4049	14238
6	Locked	QAM256	6	453000000 Hz	-2.0 dBmV	42.0 dB	4388	14195
7	Locked	QAM256	7	459000000 Hz	-2.3 dBmV	41.8 dB	4168	13166
8	Locked	QAM256	8	465000000 Hz	-2.4 dBmV	41.8 dB	4329	12733
9	Locked	QAM256	9	471000000 Hz	-2.5 dBmV	41.6 dB	4199	12281
10	Locked	QAM256	10	477000000 Hz	-2.5 dBmV	41.6 dB	2932	8479
11	Locked	QAM256	11	483000000 Hz	-2.3 dBmV	41.7 dB	3974	11086
12	Locked	QAM256	12	489000000 Hz	-2.0 dBmV	41.8 dB	4273	9806
13	Locked	QAM256	13	495000000 Hz	-1.8 dBmV	41.9 dB	6410	15600
14	Locked	QAM256	14	501000000 Hz	-1.8 dBmV	41.9 dB	3684	10240
15	Locked	QAM256	15	507000000 Hz	-1.7 dBmV	42.0 dB	4745	12892
16	Locked	QAM256	16	513000000 Hz	-1.7 dBmV	42.0 dB	5081	12905
17	Locked	QAM256	17	519000000 Hz	-1.6 dBmV	42.0 dB	5463	11131
18	Locked	QAM256	18	525000000 Hz	-1.7 dBmV	42.0 dB	8780	19190
19	Locked	QAM256	19	531000000 Hz	-1.5 dBmV	42.1 dB	4790	11163
20	Locked	QAM256	20	537000000 Hz	-1.3 dBmV	42.1 dB	9242	14464
21	Locked	QAM256	21	543000000 Hz	-1.1 dBmV	42.1 dB	5670	14002
22	Locked	QAM256	22	555000000 Hz	-1.0 dBmV	42.0 dB	2382	7793
23	Locked	QAM256	23	561000000 Hz	-0.9 dBmV	42.1 dB	3937	11256
24	Locked	QAM256	24	567000000 Hz	-0.9 dBmV	41.9 dB	5733	16641
25	Locked	QAM256	25	573000000 Hz	-0.8 dBmV	42.0 dB	6973	14688
26	Locked	QAM256	26	579000000 Hz	-1.0 dBmV	41.8 dB	4325	11436
27	Locked	QAM256	27	585000000 Hz	-0.9 dBmV	41.8 dB	7685	17859
28	Locked	QAM256	28	591000000 Hz	-0.9 dBmV	41.9 dB	4389	11405
29	Locked	QAM256	29	597000000 Hz	-1.0 dBmV	41.8 dB	5597	12409
30	Locked	QAM256	30	603000000 Hz	-0.8 dBmV	41.9 dB	4890	11411
31	Locked	QAM256	31	609000000 Hz	-0.7 dBmV	41.8 dB	5213	12299
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	13	5120	36500000 Hz	38.8 dBmV
2	Locked	ATDMA	14	5120	30100000 Hz	39.8 dBmV
3	Locked	ATDMA	15	5120	23700000 Hz	39.8 dBmV
4	Locked	ATDMA	16	5120	17300000 Hz	39.5 dBmV
5	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0	0 Hz	0.0 dBmV

Downstream OFDM Channels

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	33	693000000 Hz	0.4 dBmV	42.0 dB	1108 ~ 2987	139218641	108324100	13785
2	Not Locked	0	0	0 Hz	0 dBmV	0.0 dB	0 ~ 4095	0	0	0

Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV

Extended Upstream Transmit Power

Enable Extended Upstream Transmit Power

Current System Time:Sun May 08 15:37:45 2022

System Up Time:02:36:25

No errors thrown since installing the return amp.

I will post back in a few days with an update.

Your Home Network

user_cc17b5

Netgear CM2000 throwing error codes 16 AND 24 on channel 33.

EG

user_cc17b5

EG

EG

user_cc17b5

EG

user_cc17b5

EG

user_cc17b5

EG

user_cc17b5

EG

XfinityEricB

EG

user_cc17b5

user_cc17b5

user_cc17b5

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