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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;
EG
Expert
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107.6K Messages
2 months 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 !
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XfinityJanelle
Official Employee
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1.3K Messages
2 months 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
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EG
Expert
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107.6K Messages
2 months 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)
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AlexA2
Frequent Visitor
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10 Messages
2 months 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.
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EG
Expert
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107.6K Messages
2 months 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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