Z

Visitor

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3 Messages

Friday, January 27th, 2023 8:12 AM

Closed

On Going Ping Drops

I have Had my service for well over 2 years with zero issues till recently using all the same Cable, Modem, Router with full 1400GB Down and 42 GB up.

My Modem Was a Motorola MB8600 port bonded to my Asus AXE11000 Router.

about 2 weeks ago I was streaming Virtual DJ and my stream kept disconnecting from the Stream Host server I subscribe to.  At first I assumed it was them, but ran a continuous ping to 8.8.8.8 and was observing severe ping drops to the point the Status light on my router was showing up and down connectivity to the internet. 

Finally Had a Tech come out, he changed all the coax ends in the Wall box and on the pole at the tap, retested my line and said all was good. 

For a day it was fine, solid as a rock, then during a Teams conf call in the morning it was stuttering, I ran the ping again and sure enough it was dropping pings again.

Thinking OK, maybe the Modem is 2 years old and is going bad, Purchased a Netgear CM2050V. Now I don't use Voice so just ignore that aspect of it it was the same cost as the CM2000 being on sale and just figured I'd get it in case I ever want voice for some reason in the future. 

Running this Modem, things are Mostly quiet, however I still get the occasional ping drops.

Pulled the Log and checked the stats. I see Lots of Errors, I mean for 24 hours of uptime to me this seems excessive.

To add to this Story 2 of my Neighbors have called me this week asking  "Are you having Internet problems?" one is working from home and having the same Ping drops I was having using Comcast provided hardware, the other is away from there home for the winter but was unable to access there cameras, and called Comcast to reboot the Modem and they cant do it remotely for whatever reason. So that is 3 customers on the same street all with connectivity issues, this is starting to sound like a local node issue.

Below I am posting my logs and my stats. Wondering is anyone who knows how to read this stuff can tell me if that looks Abnormal for a 30 hour period of Uptime on the Modem. 

Acquire Downstream Channel 417000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
 
Downstream Bonded Channels (Partial Service)
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 1 417000000 Hz 6.4 dBmV 42.4 dB 4952 1350
2 Locked QAM256 2 423000000 Hz 6.2 dBmV 42.3 dB 2767 762
3 Locked QAM256 3 429000000 Hz 6.3 dBmV 42.4 dB 969 809
4 Locked QAM256 4 435000000 Hz 6.1 dBmV 42.3 dB 1333 1063
5 Locked QAM256 5 441000000 Hz 5.5 dBmV 42.2 dB 1772 2640
6 Locked QAM256 6 447000000 Hz 5.2 dBmV 42.2 dB 2160 5606
7 Locked QAM256 7 453000000 Hz 4.3 dBmV 42.0 dB 3317 10402
8 Locked QAM256 8 459000000 Hz 3.5 dBmV 41.8 dB 3484 12158
9 Locked QAM256 9 465000000 Hz 3.1 dBmV 41.6 dB 2948 9659
10 Locked QAM256 10 471000000 Hz 4.0 dBmV 41.9 dB 1985 5410
11 Locked QAM256 11 477000000 Hz 5.0 dBmV 42.1 dB 1357 2301
12 Locked QAM256 12 483000000 Hz 5.7 dBmV 42.2 dB 882 1065
13 Locked QAM256 13 489000000 Hz 5.8 dBmV 42.1 dB 720 650
14 Locked QAM256 14 495000000 Hz 5.9 dBmV 42.0 dB 701 486
15 Locked QAM256 15 501000000 Hz 5.8 dBmV 41.8 dB 631 470
16 Locked QAM256 16 507000000 Hz 6.0 dBmV 42.1 dB 685 597
17 Locked QAM256 17 513000000 Hz 6.1 dBmV 42.1 dB 705 1030
18 Locked QAM256 18 519000000 Hz 6.4 dBmV 42.3 dB 735 986
19 Locked QAM256 19 525000000 Hz 6.6 dBmV 42.3 dB 827 720
20 Locked QAM256 20 531000000 Hz 7.2 dBmV 42.5 dB 1536 3142
21 Locked QAM256 21 537000000 Hz 7.4 dBmV 42.3 dB 1666 3733
22 Locked QAM256 22 543000000 Hz 7.3 dBmV 41.9 dB 895 1423
23 Locked QAM256 23 561000000 Hz 6.0 dBmV 41.1 dB 543 504
24 Locked QAM256 24 567000000 Hz 6.2 dBmV 41.7 dB 539 524
25 Locked QAM256 25 573000000 Hz 6.6 dBmV 42.2 dB 536 485
26 Locked QAM256 26 579000000 Hz 7.0 dBmV 42.5 dB 516 458
27 Locked QAM256 27 585000000 Hz 7.0 dBmV 42.6 dB 497 452
28 Locked QAM256 28 591000000 Hz 7.2 dBmV 42.7 dB 574 512
29 Locked QAM256 29 597000000 Hz 7.3 dBmV 42.7 dB 768 642
30 Locked QAM256 30 603000000 Hz 7.3 dBmV 42.7 dB 1462 3153
31 Locked QAM256 31 609000000 Hz 7.4 dBmV 42.5 dB 2219 5757
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 37 5120 16400000 Hz 38.8 dBmV
2 Locked ATDMA 38 5120 22800000 Hz 38.8 dBmV
3 Locked ATDMA 39 5120 29200000 Hz 38.3 dBmV
4 Locked ATDMA 40 5120 35600000 Hz 37.3 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 Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier
Number Range Unerrored
Codewords Correctable
Codewords Uncorrectable
Codewords
1 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 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
 
Current System Time:Fri Jan 27 02:29:27 2023
System Up Time:1 day 05:50:33

Time Priority Description
Thu Jan 26 23:03:00 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; 
Thu Jan 26 23:03:00 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 22:34:52 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; 
Thu Jan 26 22:34:50 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 22:34:30 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 
Thu Jan 26 22:34:30 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 22:33:44 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; 
Thu Jan 26 22:33:32 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 22:33:31 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 
Thu Jan 26 22:09:10 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 22:09:06 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; 
Thu Jan 26 22:09:00 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 22:07:17 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 
Thu Jan 26 22:07:17 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 22:05:11 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; 
Thu Jan 26 22:04:56 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 22:04:52 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 
Thu Jan 26 22:03:51 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 22:03:49 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; 
Thu Jan 26 22:03:27 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 22:02:45 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 
Thu Jan 26 21:58:52 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 21:58:48 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; 
Thu Jan 26 21:58:34 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 21:56:59 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 
Thu Jan 26 21:56:59 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 21:50:05 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; 
Thu Jan 26 21:49:41 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 21:48:51 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; 
Thu Jan 26 21:48:51 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 
Thu Jan 26 20:31:29 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 1; Chan ID: 33; 
Thu Jan 26 20:31:12 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 20; Chan ID: 33; 
Thu Jan 26 20:31:11 2023 (Warning (5)) MDD message timeout;;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 26 20:31:07 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 26 20:30:52 2023 (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-QOS=1.1;CM-VER=3.1;
Thu Jan 26 20:29:30 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 26 20:29:01 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3.;;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 26 20:28:58 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; 
Thu Jan 26 20:28:35 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 22; Chan ID: 33; 
Thu Jan 26 20:28:33 2023 (Notice (6)) CM-STATUS message sent. Event Type Code: 20; Chan ID: 33; 

Accepted Solution

Expert

 • 

102.8K Messages

1 year ago

Yes. There are too many uncorrected bit errors for that short amount of uptime. And the error logs indicate an impairment of the downstream OFDM channel. It doesn't even show as being locked in at that snapshot in time. Noise ingress into the line(s) somewhere can cause that. You are going to have to lean on them and get the techs reinvolved again until the problem gets fixed properly. Try to get your neighbors to call in and continue complaining as well.

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 !

Official Employee

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1.2K Messages

1 year ago

Hey, @Zaphod351LBI! Thanks for posting on our Community Forums. I know @EG mentioned we will need to send a new tech out to investigate further. Could you please send our team a private message with your full name and full address? I'd be happy to help schedule a visit for you.

 

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Visitor

 • 

3 Messages

1 year ago

To put some closure on this. The neighbor down the street had a tech out on Saturday and found no issues at the house, replaced the Xfinity Owned Modem and still observed the drops. Was escalated to the next level for the infrastructure somewhere at the pole level. there issue seems to have been fixed and knock on wood I am back on my Old original Moto MB8600 and its been solid with no errors.

Side Note, having swapped a bunch of Modems during this issue ARRIS SB8200, NetGear CM1200, CM2050V I really like my 2 year Old Moto the best, the Arris was my 2nd Best. For NetGear was fine but for what they cost I was left kinda MEH on the interface.

Official Employee

 • 

3.4K Messages

Thanks for getting back to us and providing us with this updated information, very much appreciated. I am happy to hear the technician was able to determine the underlying issue and get it addressed. I am also glad to know that the connection and signal levels have been looking good on your end as well. Please be sure to let us know if we can be of any other assistance, my team is here 24/7 to support you. 

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