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guesswho510
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Thursday, March 16th, 2023 12:33 AM

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Orbi CBR 750 - Downstream Connection is Poor

hey all,

Recently had some issues with my old modem, connection was poor and would drop throughout the day. Had a comcast tech come out and he replaced the line from the pole to the house, retested and said there was still an issue and replaced the line under the house. After that, said there could be an issue with my old modem so I had purchased a new one, the Orbi CBR 7500 modem/router combo and had the tech install it. 

After getting everything going and was able to connect to the internet, he noticed the downstream light was blinking but said it was likely the Orbi downloading a firmware update and signed off on the job. 

It has been a few days and the light is still blinking. I also I noticed that when I'm in a zoom call for work or playing a game online, there's significant lag every 15-20mins. I logged into the router and on the connection status, I see that the connection is marked as "Poor". Any idea why?



Cable Diagnostic
Status:   Poor
Action:  
[Partial Service]
If the Partial Service mode does not go away within a few hours (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 ones.
4) Contact your service provider for troubleshooting help.
Internet Access: 
Downstream Status: 
Partial Service: 
Cable modem is in partial service mode. Your service provider might be under maintenance. Most of the time it won't affect your traffic and will automatically clear when work is complete.
Downstream Power Level: 
Downstream SNR: 
Upstream Status: 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 507000000 Hz Locked
Connectivity State Ok Operational
Boot State Ok Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
Downstream Bonded Channels Partial Service
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectable
1 Locked QAM 256 4 405000000 Hz 1.4 dBmV 37.6 dB 7 0
2 Locked QAM 256 5 411000000 Hz 1.4 dBmV 37.6 dB 3 0
3 Locked QAM 256 6 417000000 Hz 1.7 dBmV 37.6 dB 0 0
4 Locked QAM 256 7 423000000 Hz 1.7 dBmV 37.6 dB 0 0
5 Locked QAM 256 8 429000000 Hz 2.2 dBmV 37.6 dB 0 0
6 Locked QAM 256 9 435000000 Hz 2.0 dBmV 37.6 dB 6 0
7 Locked QAM 256 10 441000000 Hz 2.0 dBmV 37.6 dB 2 0
8 Locked QAM 256 11 447000000 Hz 2.5 dBmV 37.6 dB 1 0
9 Locked QAM 256 12 453000000 Hz 2.9 dBmV 37.6 dB 0 0
10 Locked QAM 256 13 459000000 Hz 2.9 dBmV 37.6 dB 0 0
11 Locked QAM 256 14 465000000 Hz 3.0 dBmV 37.6 dB 0 0
12 Locked QAM 256 15 471000000 Hz 3.0 dBmV 37.6 dB 2 0
13 Locked QAM 256 16 477000000 Hz 3.5 dBmV 37.3 dB 0 0
14 Locked QAM 256 17 483000000 Hz 3.7 dBmV 37.6 dB 0 0
15 Locked QAM 256 18 489000000 Hz 3.9 dBmV 38.6 dB 0 0
16 Locked QAM 256 19 495000000 Hz 3.9 dBmV 37.6 dB 7 0
17 Locked QAM 256 20 507000000 Hz 3.9 dBmV 37.6 dB 0 0
18 Locked QAM 256 21 513000000 Hz 4.1 dBmV 38.6 dB 1 0
19 Locked QAM 256 22 519000000 Hz 4.1 dBmV 38.6 dB 0 0
20 Locked QAM 256 23 525000000 Hz 4.1 dBmV 38.6 dB 0 0
21 Locked QAM 256 24 531000000 Hz 4.1 dBmV 38.6 dB 0 0
22 Locked QAM 256 25 543000000 Hz 4.1 dBmV 38.6 dB 0 0
23 Locked QAM 256 26 549000000 Hz 4.1 dBmV 38.6 dB 0 0
24 Locked QAM 256 27 555000000 Hz 4.3 dBmV 37.6 dB 0 0
25 Locked QAM 256 28 561000000 Hz 4.5 dBmV 37.6 dB 0 0
26 Locked QAM 256 29 567000000 Hz 4.4 dBmV 37.3 dB 0 0
27 Locked QAM 256 30 573000000 Hz 4.4 dBmV 37.6 dB 0 0
28 Locked QAM 256 31 579000000 Hz 4.3 dBmV 37.6 dB 0 0
29 Locked QAM 256 32 585000000 Hz 4.4 dBmV 38.6 dB 0 0
30 Locked QAM 256 33 591000000 Hz 4.5 dBmV 37.6 dB 0 0
31 Locked QAM 256 34 597000000 Hz 4.5 dBmV 38.6 dB 0 0
32 Not Locked N/A N/A 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 1 5120 Ksym/sec 16400000 Hz 48.5 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 47.3 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 47.0 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 47.0 dBmV
5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 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 3 48 688000000 Hz 4.3 dBmV 36.9 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 Lock Status Modulation/Profile ID Channel ID Frequency Power
1 Not Locked 0 0 0 Hz 0.0 dBmV
2 Not Locked 0 0 0 Hz 0.0 dBmV
Current System Time: Wed Mar 15 16:21:24 2023
System Up Time 17:17:44



Event Log
Time Priority Description
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 14 2023 08:21:51 Notice (6) CM-STATUS message sent. Event Type Code: 21
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Mar 14 2023 11:11:52 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Mar 14 2023 11:11:52 Notice (6) TLV-11 - unrecognized OID
Mar 14 2023 11:11:52 Critical (3) Config File Rejected due to Invalid or Unexpected TLV 11
Mar 14 2023 11:12:02 Warning (5) RCS Partial Service
Mar 14 2023 11:12:11 Alert (2) CM Certificate Error
Mar 14 2023 11:15:59 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Mar 14 2023 11:15:59 Notice (6) TLV-11 - unrecognized OID
Mar 14 2023 11:15:59 Critical (3) Config File Rejected due to Invalid or Unexpected TLV 11
Mar 14 2023 11:16:08 Warning (5) RCS Partial Service
Mar 14 2023 11:16:17 Alert (2) CM Certificate Error
Mar 14 2023 23:05:01 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Mar 14 2023 23:05:01 Notice (6) TLV-11 - unrecognized OID
Mar 14 2023 23:05:01 Critical (3) Config File Rejected due to Invalid or Unexpected TLV 11
Mar 14 2023 23:05:11 Warning (5) RCS Partial Service
Mar 14 2023 23:05:19 Alert (2) CM Certificate Error
Mar 15 2023 02:14:44 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 15 2023 03:06:56 Warning (5) Lost MDD Timeout
Mar 15 2023 03:07:06 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 15 2023 03:26:54 Warning (5) Lost MDD Timeout
Mar 15 2023 03:27:09 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 15 2023 04:33:50 Warning (5) Lost MDD Timeout
Mar 15 2023 04:33:54 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 15 2023 04:50:44 Warning (5) Lost MDD Timeout
Mar 15 2023 04:51:08 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 15 2023 05:03:17 Warning (5) Lost MDD Timeout
Mar 15 2023 05:03:20 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 15 2023 05:19:31 Warning (5) Lost MDD Timeout
Mar 15 2023 05:19:32 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 15 2023 05:53:19 Warning (5) Lost MDD Timeout
Mar 15 2023 05:53:24 Notice (6) CM-STATUS message sent. Event Type Code: 4
Mar 15 2023 06:32:26 Warning (5) Lost MDD Timeout
Mar 15 2023 06:32:44 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 15 2023 07:52:40 Warning (5) Lost MDD Timeout
Mar 15 2023 07:52:54 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 15 2023 07:58:07 Warning (5) Lost MDD Timeout
Mar 15 2023 07:58:08 Notice (6) CM-STATUS message sent. Event Type Code: 21
Mar 15 2023 09:34:28 Warning (5) Lost MDD Timeout
Mar 15 2023 09:34:41 Notice (6) CM-STATUS message sent. Event Type Code: 21

Question

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Updated 

2 years ago

454

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CCLysa

New Problem Solver

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617 Messages

2 years ago

Hi @

 

 

Thank you for taking the time to share the details of the interaction along with your modem logs! We know that having a strong and steady connection is always crucial, and we want to be sure we can work with you to get this sorted out! 

 

 

Please send me a Direct Message so that I can gather some account details. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the “chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

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