Netgear Orbi CBR750 modem's download speed drops from 600Mbps to < 3Mbps every time "DS profile config update" event occurs (every 3 days)

Hello, u/user_jb223. I'm sorry to hear you're having internet signal issues lately. The DS profile is known to update with problems in the line, interruptions and T3 T4 timeouts. I'm glad to see you were able to set up an appointment to have the technician check the lines. I would be more than happy to follow up with you after the tech visit. It's important to me that your services are working properly after the work order.

 
So that I can set up a personal reminder, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

I'm having this exact same problem. It's been happening since November. Every 3 days, that "DS profile config update" message appears and my connectivity drops to nothing. I reboot, it works fine for 3 days, then it happens again.

I've had a technician here twice testing the line (he just left a few minutes ago), and there's nothing wrong. He installed a MoCA filter on his prior visit, but that doesn't help with this problem. I've been watching my event log the past couple of months, tracking and finally verifying this profile config update is at fault.

I say every 3 days, it's really about every 2 days and 20 hours. It's oddly consistent.

How do I get this resolved?

These are the intervals between each of the failures I've been tracking since February. As I mentioned, it's generally 2 days 20 hours.

• Feb 17 2023 06:52:44 to Feb 20 2023 00:47:06: 2 days, 17 hours, and 54 minutes
• Feb 20 2023 00:47:06 to Feb 23 2023 00:16:55: 2 days, 23 hours, and 29 minutes
• Feb 23 2023 00:16:55 to Feb 27 2023 15:56:23: 4 days, 15 hours, and 39 minutes
• Feb 27 2023 15:56:23 to Mar 03 2023 10:02:30: 3 days, 18 hours, and 6 minutes
• Mar 03 2023 10:02:30 to Mar 07 2023 14:24:04: 4 days, 4 hours, and 21 minutes
• Mar 07 2023 14:24:04 to Mar 10 2023 11:23:15: 2 days, 21 hours, and 59 minutes
• Mar 10 2023 11:23:15 to Mar 13 2023 08:59:02: 2 days, 21 hours, and 35 minutes
• Mar 13 2023 08:59:02 to Mar 16 2023 05:41:49: 2 days, 20 hours, and 42 minutes

Feb 23 was an odd circumstance, in that that one didn't cause my connection speed to drop until 20:42:55 that evening. All other instances caused a failure pretty much immediately.

We are having the same issue with download speed. We downloaded the cable diagnostic and events log today, then called Xfinity and spoke with tech support. The rep advised us that the issue is "a noise filter". He advised us that we should unplug the router/modem and restart it. He stated that the restart is only a temporary solution as the internet speed would drop again in hours or days. He recommended that we set up an appointment with an Xfinity technician to check the lines in our home. We did so. This rep was very professional in responding to our questions. 

We then received a phone call from a rep who stated she was with the Xfinity "advanced technical team". We did not request the phone call. When we told her that the first rep stated that we needed to have a technician come to our home, she insisted that she would fix our problem and that we would not need an appointment for the tech to come to our home. We repeated many times the recommendation of the first tech. She told us he was part of the frontline team and that she has more access to tools to fix our problem. When we mentioned that the issue was a "noise filter" in our line, she stated that she would look into why we were experiencing noise in our speakers and also asked us numerous times to confirm that all of our devices were working. We advised her that our problem is not a matter of our devices not working, but a matter of the internet speed being far slower that what we are paying for. She did not understand our concerns and did not comprehend English very well at all. She was extremely rude and would not respond to our questions and concerns. She ignored what we were saying to her. She insisted time and time again that we would not need to have a technician come to our home as she had solved the problem. The entire encounter with the advanced technical team representative was extremely frustrating and the worst experience we've ever had with a customer service representative, period. The first phone conversation took 33 minutes. The second took 21 minutes, but left us feeling very upset. We have serious doubts about the abilities of the Xfinity team to solve our problem. We truly hope that the technician will provide us with a definitive solution when checking our line in the home.

Cable Diagnostic

Status: Poor

Action: 
[Downstream Power Level]
Try these actions (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required splitters.
4) Contact your service provider for troubleshooting help.

Internet Access: Good

Downstream Status: Poor

    Downstream Power Level: Poor
    Downstream power is poor (-13.3dBmV). The recommended level is between -10dBmV to 10dBmV.

    Downstream SNR: Good

Upstream Status:  Good

    Upstream Power Level: Good

Current time: Sat Mar 18 14:02:02 2023

Startup Procedure
Acquire Downstream Channel: 519000000 Hz   Locked
Connectivity State:          Ok       Operational
Boot State:                  Ok       Operational
Security:                   Enabled   BPI+
IP Provisioning Mode:       Honor MDD   honorMdd(4)

Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID  Frequency        Power       SNR   Correctables Uncorrectables     
      1     Locked     QAM 256     13     471000000 Hz     -11.2     38.9     0     0
      2     Locked     QAM 256     14     477000000 Hz     -11.0     38.6     0     0
      3     Locked     QAM 256     15     483000000 Hz     -11.4     38.6     0     0
      4     Locked     QAM 256     16     489000000 Hz     -11.5     38.6     0     0
      5     Locked     QAM 256     17     495000000 Hz     -11.5     38.9     14     0
      6     Locked     QAM 256     18     507000000 Hz     -12.0     37.6     2     0
      7     Locked     QAM 256     19     513000000 Hz     -12.2     37.3     0     0
      8     Locked     QAM 256     20     519000000 Hz     -12.7     37.3     0     0
      9     Locked     QAM 256     21     525000000 Hz     -12.7     37.3     0     0
     10     Locked     QAM 256     22     531000000 Hz     -13.0     37.3     0     0
     11     Locked     QAM 256     23     537000000 Hz     -13.2     36.6     0     0
     12     Locked     QAM 256     24     543000000 Hz     -13.0     37.3     0     0
     13     Locked     QAM 256     25     549000000 Hz     -13.3     37.3     0     0
     14     Locked     QAM 256     26     555000000 Hz     -13.2     37.6     2     0
     15     Locked     QAM 256     27     561000000 Hz     -12.9     37.6     0     0
     16     Locked     QAM 256     28     567000000 Hz     -13.0     36.6     0     0
     17     Locked     QAM 256     29     573000000 Hz     -12.7     37.3     0     0
     18     Locked     QAM 256     30     579000000 Hz     -12.7     37.3     0     0
     19     Locked     QAM 256     31     585000000 Hz     -12.5     37.6     0     0
     20     Locked     QAM 256     32     591000000 Hz     -12.5     37.6     0     0
     21     Locked     QAM 256     33     597000000 Hz     -12.5     37.3     0     0
     22     Locked     QAM 256     34     603000000 Hz     -12.5     37.3     0     0
     23     Locked     QAM 256     35     609000000 Hz     -12.5     37.3     0     0
     24     Locked     QAM 256     36     615000000 Hz     -12.5     37.6     2     0
     25     Locked     QAM 256     37     621000000 Hz     -12.5     37.3     0     0
     26     Locked     QAM 256     38     627000000 Hz     -12.5     37.6     0     0
     27     Locked     QAM 256     39     633000000 Hz     -12.0     37.6     0     0
     28     Locked     QAM 256     40     639000000 Hz     -12.0     37.6     0     0
     29     Locked     QAM 256     41     645000000 Hz     -11.9     37.3     0     0
     30     Locked     QAM 256     42     651000000 Hz     -11.5     38.6     0     0
     31     Locked     QAM 256     43     657000000 Hz     -11.5     37.6     0     0
     32     Locked     QAM 256     44     663000000 Hz     -11.4     37.6     0     0

Upstream Bonded Channels
Channel   LockedStatus  ChannelType ChannelID   SymbolRate        Frequency       Power     
      1       Locked       ATDMA     22       2560       10400000 Hz       43.8
      2       Locked       ATDMA     20       5120       16400000 Hz       44.8
      3       Locked       ATDMA     19       5120       22800000 Hz       46.0
      4       Locked       ATDMA     18       5120       29200000 Hz       46.5
      5       Locked       ATDMA     17       5120       35600000 Hz       46.8
      6       Locked       ATDMA     21       2560       40400000 Hz       46.5
      7       Not Locked       N/A      0       0       0 Hz       0.0
      8       Not Locked       N/A      0       0       0 Hz       0.0

Downstream OFDM Channels
Channel   LockedStatus  ProfileID  ChannelID    Frequency       Power       SNR/MER    ActiveSubcarrier    Unerror    Correctable   Uncorrectable
      1     Locked     3      193     690000000 Hz     -11.0 dBmV     39.9 dB     1108~2987     0     0     0
      2     Not Locked     0      0     0 Hz     0.0 dBmV     0.0 dB     0~4095     0     0     0

Upstream OFDMA Channels
Channel   LockedStatus    ProfileID    ChannelID    Frequency       Power
      1     Not Locked     0      0     0 Hz     0.0 dBmV
      2     Not Locked     0      0     0 Hz     0.0 dBmV

Event Log
        Time            Priority         Description
Mar 10 2023 11:00:42     Alert           CM Certificate Error
Mar 10 2023 11:00:42     Alert           CM Certificate Error
Mar 10 2023 11:00:42     Alert           CM Certificate Error
Mar 10 2023 11:00:42     Alert           CM Certificate Error
Mar 10 2023 11:00:42     Alert           CM Certificate Error
Mar 10 2023 11:00:42     Alert           CM Certificate Error
Mar 10 2023 11:00:42     Alert           CM Certificate Error
Mar 10 2023 11:00:42     Alert           CM Certificate Error
Mar 10 2023 11:00:42     Alert           CM Certificate Error
Mar 10 2023 11:58:43     Critical        No Ranging Response received - T3 time-out
Mar 10 2023 15:50:47     Alert           CM Certificate Error
Mar 10 2023 17:44:06     Critical        No Ranging Response received - T3 time-out
Mar 11 2023 15:50:42     Alert           CM Certificate Error
Mar 11 2023 18:02:11     Critical        No Ranging Response received - T3 time-out
Mar 12 2023 15:50:43     Alert           CM Certificate Error
Mar 12 2023 16:29:22     Critical        No Ranging Response received - T3 time-out
Mar 13 2023 03:12:48     Notice          DS profile config update.  DS Chan ID: 193.
Mar 13 2023 10:37:16     Critical        No Ranging Response received - T3 time-out
Mar 13 2023 15:50:38     Alert           CM Certificate Error
Mar 13 2023 22:55:08     Critical        No Ranging Response received - T3 time-out
Mar 14 2023 15:50:46     Alert           CM Certificate Error
Mar 14 2023 19:29:21     Critical        No Ranging Response received - T3 time-out
Mar 14 2023 20:32:01     Alert           CM Certificate Error
Mar 14 2023 21:16:47     Critical        No Ranging Response received - T3 time-out
Mar 15 2023 15:50:43     Alert           CM Certificate Error
Mar 15 2023 16:31:27     Critical        No Ranging Response received - T3 time-out
Mar 15 2023 23:38:33     Notice          DS profile config update.  DS Chan ID: 193.
Mar 16 2023 02:40:05     Critical        No Ranging Response received - T3 time-out
Mar 16 2023 15:50:49     Alert           CM Certificate Error
Mar 16 2023 23:54:57     Critical        No Ranging Response received - T3 time-out
Mar 17 2023 11:00:35     Alert           CM Certificate Error
Mar 18 2023 08:57:17     Critical        No Ranging Response received - T3 time-out
Mar 18 2023 12:57:08     Warning         MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Mar 18 2023 12:57:08     Notice          TLV-11 - unrecognized OID
Mar 18 2023 12:57:08     Critical        Config File Rejected due to Invalid or Unexpected TLV 11
Mar 18 2023 12:57:18     Warning         RCS Partial Service
Mar 18 2023 12:57:18     Warning         RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
Mar 18 2023 12:57:19     Critical        No Ranging Response received - T3 time-out
Mar 18 2023 12:57:28     Alert           CM Certificate Error
Mar 18 2023 12:57:45     Notice          CM-STATUS message sent.  Event Type Code: 23
Mar 18 2023 13:09:57     Warning         MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Mar 18 2023 13:09:57     Notice          TLV-11 - unrecognized OID
Mar 18 2023 13:09:57     Critical        Config File Rejected due to Invalid or Unexpected TLV 11
Mar 18 2023 13:10:07     Warning         RCS Partial Service
Mar 18 2023 13:10:07     Warning         RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
Mar 18 2023 13:10:08     Critical        No Ranging Response received - T3 time-out
Mar 18 2023 13:10:18     Alert           CM Certificate Error
Mar 18 2023 13:16:59     Notice          CM-STATUS message sent.  Event Type Code: 23

@Mike_Em​ I'd be interested to know if the firmware rollback actually works. Did you ever run a cable diagnostic report on your Orbi modem via the web interface when you're experiencing the download speed slowdown? I'd be interested to compare reports. I'm told it's bad if the modem had upstream channels with power levels above 54.0 dBmV and indicates some noise on the channel that's disrupting upstream communication between the modem and the cable modem termination system (CMTS).

I'm noticing every time I experience the issue, one of my upstream bonded channels is always 55.0 dBmV like so:

I went back to V4.6.5.8_2.0.54, but have still having the problem with the DS profile config update. It's happened twice since, so I'm going to go back to the version before that. It happens every 2 days and 20 hours, give or take a couple hours.

I haven't checked the power you mentioned, but will next time. Mine are usually at 47.8 dBmV.

@Mike_Em, we are here for you 24/7. Please let us know if you still need assistance. We would be happy to help. 

@Mike_Em​ Thanks for your update about the firmware rollback attempt #1 not working.

Since your firmware rollbacks aren't working and I've had three failed attempts to identify and resolve the root cause with Comcast technicians and network engineers, I've decided to surrender and resolve this issue by doing the following:

1. Purchase one of the handful of the Xfinity recommended, certified modems. I bought the Arris SB8200 which I got used from Amazon Warehouse for $53.89 and offers free returns.

2. Purchase the Orbi RBK752 (router + satellite bundle) used from Amazon Warehouse for $110.06. Unfortunately our Orbi CBR750 modem/router won't function as a router only, so I need to replace it with a router.

3. If that setup is reliable, sell the Orbi CBR750 modem/router and move on with life.

@XfinityAngie​ I am experiencing the same issue as @Mike_Em and @user_jb223 .  Is there anything that you can do to help resolve this issue for me/us?  @Mike_Em did the firmware rollbacks ever provide any resolution to this issue? 

@user_k09​ Yep. There's a reason Xfinity is rated so poorly in customer service. As mentioned earlier, I've been having this issue since November. Every time I try chatting with support, they give me the same [Edit: language] about rebooting the modem, etc. I've had multiple technicians here, and an engineer. The engineer left me his supervisor's email, but he isn't responding. This is clearly Xfinity's fault. That DS profile config update they keep sending is causing the problem.

I'm so sorry you're having this issue, @user_k09. I know this was from a couple of days ago, but are you still experiencing this?

We'd love to further investigate this issue together. Would you be willing to send us a private message with your full name and address?

To send a "Peer to peer" ("Private") message:

Click "Sign in" if necessary

-Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)

-Click the "New message" (pencil and paper) icon

-Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears, and the "Xfinity Support" graphic will replace the "To:" line

-Type your message in the text area near the bottom of the window

-Press Enter to send it

@user_k09 @user_jb223​ A week and a half ago, I swapped the Orbi with a Motorola MT8733, and guess what? It's still happening. Every three days, I have to reboot the modem. And every single time, the last entry in the event log is another DS profile config update.

Whatever Xfinity is doing is just plain wrong, and nobody seems to be able to resolve the problem. I've been dealing with this since November, have been in chat with multiple support reps, have had multiple technicians at my house, and an engineer, and it's still happening, even with a new modem.

It's utterly ridiculous that this is still going on. And for all the Xfinity employees @XfinityTimothy @XfinityJoshuaE @XfinityAngie @XfinityRaul who keep dropping into this topic and asking if it's still going on, you're clearly not reading messages here. Yes, it's still going on. It has been for months. Xfinity is sending that DS profile config thingy to our modems and it's causing us to disconnect. Over and over and over. For months.

@XfinityTimothy​ yes it is still happening
@XfinityJoshuaE will try but if this is just chatting with support I'm 100% sure that it will be pointless and useless as per all my experiences dealing with support