AlexA2's profile

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10 Messages

Thursday, November 7th, 2024 8:39 PM

Only ONE Upstream Bonded Channel Locked - Orange Upstream Light on Modem - Slow Speeds

Just over a week ago, the upstream light on my modem turned orange and speeds became painfully slow, especially upload. Typically I get 1000 down and 50 up, but now it's 400 down at 18 up. I received a call from Comcast saying a problem in my area had been identified and corrected, but nothing has improved. This is the log from my NETGEAR CM2000, saying only one upstream channel is locked, whereas previously it was four or five.



Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID  Frequency     Power    SNR   Correctables Uncorrectables     
      1     Locked     QAM256     28     543000000 Hz     3     45     0     0
      2     Locked     QAM256     13     453000000 Hz     3.5     45.3     0     0
      3     Locked     QAM256     14     459000000 Hz     3.3     45.3     0     0
      4     Locked     QAM256     15     465000000 Hz     3.8     45.5     0     0
      5     Locked     QAM256     16     471000000 Hz     4.1     45.5     0     0
      6     Locked     QAM256     17     477000000 Hz     4.1     45.5     0     0
      7     Locked     QAM256     18     483000000 Hz     4     45.5     0     0
      8     Locked     QAM256     19     489000000 Hz     4     45.5     0     0
      9     Locked     QAM256     20     495000000 Hz     3.3     45.2     0     0
     10     Locked     QAM256     21     501000000 Hz     2.8     44.9     0     0
     11     Locked     QAM256     22     507000000 Hz     2.8     44.9     0     0
     12     Locked     QAM256     23     513000000 Hz     2.6     44.9     0     0
     13     Locked     QAM256     24     519000000 Hz     2.7     44.8     0     0
     14     Locked     QAM256     25     525000000 Hz     3     44.9     0     0
     15     Locked     QAM256     26     531000000 Hz     3.1     45     0     0
     16     Locked     QAM256     27     537000000 Hz     3.2     45     0     0
     17     Locked     QAM256     29     549000000 Hz     3     45     0     0
     18     Locked     QAM256     30     555000000 Hz     2.9     44.9     0     0
     19     Locked     QAM256     31     561000000 Hz     2.6     44.8     0     0
     20     Locked     QAM256     32     567000000 Hz     2.7     44.7     0     0
     21     Locked     QAM256     33     573000000 Hz     2.6     44.7     0     0
     22     Locked     QAM256     34     579000000 Hz     2.8     44.7     0     0
     23     Locked     QAM256     35     585000000 Hz     2.7     44.6     0     0
     24     Locked     QAM256     36     591000000 Hz     2.7     44.6     0     0
     25     Locked     QAM256     37     597000000 Hz     3.1     44.7     0     0
     26     Locked     QAM256     38     603000000 Hz     3.2     44.8     0     0
     27     Locked     QAM256     39     609000000 Hz     2.9     44.7     0     0
     28     Locked     QAM256     40     615000000 Hz     2.2     44.4     0     0
     29     Locked     QAM256     41     621000000 Hz     1.9     44.1     0     0
     30     Locked     QAM256     42     627000000 Hz     2     44.1     0     0
     31     Locked     QAM256     43     633000000 Hz     1.3     43.5     0     0
     32     Locked     QAM256     44     639000000 Hz     1.1     42.9     0     0

Upstream Bonded Channels
Channel   LockedStatus  ChannelType ChannelID   SymbolRate        Frequency       Power     
      1       Locked       ATDMA      4       5120 Ksym/sec       35600000 Hz       52.3 dBmV
      2       Not Locked       Unknown      0       0       0       0.0
      3       Not Locked       Unknown      0       0       0       0.0
      4       Not Locked       Unknown      0       0       0       0.0
      5       Not Locked       Unknown      0       0       0       0.0
      6       Not Locked       Unknown      0       0       0       0.0
      7       Not Locked       Unknown      0       0       0       0.0
      8       Not Locked       Unknown      0       0       0       0.0

Downstream OFDM Channels
Channel   LockedStatus  ProfileID  ChannelID    Frequency       Power       SNR/MER    ActiveSubcarrier    Unerror    Correctable   Uncorrectable
      1     Locked     0 ,1 ,2 ,3     193     690000000 Hz     0.28 dBmV     42.5 dB     388 ~ 3707     3811540     1871044     32
      2     Locked     0 ,1 ,2 ,3     194     957000000 Hz     -3.12 dBmV     40.2 dB     148 ~ 3947     3910418     3125564     0

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

Event Log
         Time               Priority     Description
Thu Nov 07 14:28:58 2024     Notice (6)     CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:28:43 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:28:16 2024     Warning (5)     TCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:28:15 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:28:00 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:28:00 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:50 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:50 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:49 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:49 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:47 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:47 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:38 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:38 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:35 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:35 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:31 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:31 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:29 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:29 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:27 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:27 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:26 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:26 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:25 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:25 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:24 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:24 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:23 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:23 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:22 2024     Critical (3)     No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:22 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:18 2024     Notice (6)     DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:16 2024     Notice (6)     DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:10 2024     Notice (6)     TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:27:00 2024     Notice (6)     Honoring MDD; IP provisioning mode = IPv6
Thu Nov 07 14:26:57 2024     Critical (3)     UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Thu Nov 07 14:26:51 2024     Warning (5)     ToD request sent - No Response received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];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=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
 

Expert

 • 

107K Messages

5 days ago

The upstream power is too high / out of spec and it may be intermittently fluctuating even higher / farther out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the unbonding of channels. 

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are 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 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, 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 !

Official Employee

 • 

1.2K Messages

3 days ago

Hi @AlexA2 Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the internet speed. I would be more than happy to offer my assistance looking into this further for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" 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 which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

Expert

 • 

107K Messages

3 days ago

@XfinityJanelle 

Why does this have to go private at this point ? That kind of defeats the purpose of a public help forum such as this is, no ?... Why not ask some general self troubleshooting things first which is in keeping with the intent of what these public help forums were designed for so that all readers here may benefit. They haven't even returned yet with an update about those tips.......

(edited)

Frequent Visitor

 • 

10 Messages

3 days ago

It's fine. I guess. The connections inside were all fine. I haven't changed anything on my end, so ultimately the tips boil down to "I don't know. Call a technician." Which I did.

Now I'll spend a few hours convincing the guy I don't need a new modem until he finally decides to look at the box outside. I've done this a hundred times.

Expert

 • 

107K Messages

2 days ago

If there is nothing more that can be done to improve the connection quality, then yes, 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 up 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 !

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