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Jits
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Sunday, March 30th, 2025 2:14 PM

Packet Loss after moving to a new address

I am having weird issues since moving my address. Among other things, the two major issues that are affecting me are :

1. My account has stopped connecting to free Xfinity public wifi network. If I try connecting, i get the error message that my account is not eligible. Nothing has changed in my account but not sure why I am getting this error message suddenly. 

2. the other problem for which I am listing this issue here today is because I am seeing packet loss on the network. Here is my setup. I used to have a CM500 Modem for xFinity and a Verizon Business 5g Model. These two WAN links connect to a Netgate router as a dual WAN connection with a Failover configuration. If the router detects a >25% packet loss, it will switch over to Verizon. For watchdog, I have configured the Google DNS server name and the CloudFlare DNS server name. After shifting to the new address, I started seeing packet loss messages, mostly during severe weather patterns. Not much.. about 2% to 5% packet loss and now it has become constant. I asked for a XFinity support engineer but then I got a call and the support tech on phone mentioned that my modem was from 2017 and so suggested that I try with a new modem. I bought a CM1200 and installed it yesterday but seeing the same error messages in the modem event log and the router is still showing packet loss and latency.  I have removed all the splitters in the house. 

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 567000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD IPv6 only
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 28 567000000 Hz 4.7 dBmV 45.1 dB 56 0
2 Locked QAM256 13 477000000 Hz 5.5 dBmV 45.9 dB 43 0
3 Locked QAM256 14 483000000 Hz 5.1 dBmV 45.7 dB 48 0
4 Locked QAM256 15 489000000 Hz 5.5 dBmV 45.8 dB 66 0
5 Locked QAM256 16 495000000 Hz 4.9 dBmV 45.5 dB 40 0
6 Locked QAM256 17 501000000 Hz 5.2 dBmV 45.6 dB 27 0
7 Locked QAM256 18 507000000 Hz 5.1 dBmV 45.5 dB 45 0
8 Locked QAM256 19 513000000 Hz 4.8 dBmV 45.3 dB 49 0
9 Locked QAM256 20 519000000 Hz 5 dBmV 45.4 dB 73 0
10 Locked QAM256 21 525000000 Hz 4.5 dBmV 45.1 dB 70 0
11 Locked QAM256 22 531000000 Hz 5.1 dBmV 45.4 dB 65 0
12 Locked QAM256 23 537000000 Hz 4.6 dBmV 45.1 dB 73 0
13 Locked QAM256 24 543000000 Hz 4.6 dBmV 45 dB 46 0
14 Locked QAM256 25 549000000 Hz 4.6 dBmV 45 dB 118 0
15 Locked QAM256 26 555000000 Hz 4.7 dBmV 45.1 dB 44 0
16 Locked QAM256 27 561000000 Hz 4.6 dBmV 45.1 dB 71 0
17 Locked QAM256 29 573000000 Hz 4.7 dBmV 45.1 dB 20 0
18 Locked QAM256 30 579000000 Hz 4.3 dBmV 44.9 dB 41 0
19 Locked QAM256 31 585000000 Hz 4.7 dBmV 45.1 dB 21 0
20 Locked QAM256 32 591000000 Hz 4.2 dBmV 44.8 dB 28 0
21 Locked QAM256 33 597000000 Hz 4.2 dBmV 44.7 dB 28 0
22 Locked QAM256 34 603000000 Hz 4.2 dBmV 44.6 dB 42 0
23 Locked QAM256 35 609000000 Hz 4.4 dBmV 44.8 dB 34 0
24 Locked QAM256 36 615000000 Hz 3.2 dBmV 43.7 dB 18527604 21482478
25 Locked QAM256 37 621000000 Hz 4 dBmV 40.7 dB 109037785 326445931
26 Locked QAM256 38 627000000 Hz 3.7 dBmV 42.3 dB 102631486 262294949
27 Locked QAM256 39 633000000 Hz 2.8 dBmV 43.5 dB 16795207 28942431
28 Locked QAM256 40 639000000 Hz 3.9 dBmV 44.4 dB 38 0
29 Locked QAM256 41 645000000 Hz 2.7 dBmV 43.7 dB 41 0
30 Locked QAM256 42 651000000 Hz 3.6 dBmV 44.2 dB 60 0
31 Locked QAM256 43 657000000 Hz 3.3 dBmV 44 dB 61 0
32 Locked QAM256 44 663000000 Hz 3 dBmV 43.5 dB 61 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 39 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 39 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 39.3 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 39 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 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 0 ,1 ,2 ,3 193 690000000 Hz 4.3 dBmV 43.8 dB 628 ~ 3467 259110511 231685656 20
2 Locked 0 ,1 ,2 ,3 194 957000000 Hz 2.9 dBmV 41.9 dB 148 ~ 3947 265087887 227211692 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
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time:Sun Mar 30 09:05:06 2025
System Up Time:13:08:49

Note: Mac address removed. 

Time Priority Description
Sun Mar 30 08:57:53 2025 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=\;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:57:30 2025 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 36 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=\CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:57:24 2025 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:56:26 2025 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 36 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:56:04 2025 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:51:25 2025 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:50:23 2025 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 36 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:50:16 2025 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:50:05 2025 Notice (6) CM-STATUS message sent. Event Type Code: 2; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:50:01 2025 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:48:12 2025 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:47:52 2025 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 36 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:47:45 2025 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:46:22 2025 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 36 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:46:17 2025 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:46:05 2025 Notice (6) CM-STATUS message sent. Event Type Code: 2; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:46:01 2025 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:42:26 2025 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 36 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:42:18 2025 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:41:54 2025 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:41:54 2025 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:41:51 2025 Notice (6) CM-STATUS message sent. Event Type Code: 2; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:41:48 2025 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:27:08 2025 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 36 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 08:26:53 2025 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 07:56:09 2025 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 36 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 07:55:44 2025 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 07:39:59 2025 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 36 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 07:39:48 2025 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 07:39:02 2025 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 36 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 07:38:46 2025 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 07:37:29 2025 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 36 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 07:37:22 2025 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC= CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 07:37:19 2025 Notice (6) CM-STATUS message sent. Event Type Code: 5; Chan ID: 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 07:37:14 2025 Notice (6) CM-STATUS message sent. Event Type Code: 2; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 07:37:08 2025 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 07:36:40 2025 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 36 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Mar 30 07:36:28 2025 Warning (5) MDD message timeout;CM-MAC=;CMTS-

Question

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Updated 

1 month ago

 • Edited

35

2

EG

Expert

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110.4K Messages

2 months ago

Please redact all of the CM MAC and the CMTS MAC addresses from your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publicly. It flagged your post as "Private".

3

Jits

Visitor

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4 Messages

Removed all MAC addresses. 

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2 months ago

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XfinityDena

Official Employee

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3.2K Messages

@Jits I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working! I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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Jits

Visitor

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4 Messages

For my 1st problem, I do not have a solution yet. If I try to connect to the xfinity public wifi when I am outside, on any device except my xfinity mobile phone, I get the message that my account is not eligible for that. 

There is an update for my 2nd problem. An Xfinity field technician came over and preformed signal diagnostics. He also kept seeing signal drops periodically. He has put in a temp external cable and has placed a request for digging a fresh trench and replacing my external line. The temp cable he put in has dropped the signal loss from 6% to about 2%. He also recommended changing the home cable since the cable looked quite old. I am in the process of replacing my internal cables now. He also saw that my model kept getting a time one hour behind the actual time. The modem does not have any setting for adjusting daylight savings time. So the time is coming from the XFinity NTP servers which seem to be one hour behind the actual time. 

(edited)

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1 month ago

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EG

Expert

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110.4K Messages

1 month ago

FWIW. The time value is normal. Cable modems do not automatically adjust for daylight savings time. It doesn't affect performance in any way. Only the timestamps on the error log entries. Hard to believe that a so called *tech* doesn't know that it's not a factor....  The modem gets that info from the cable operator's ToD (Time of Day) server. It's not NTP. 

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Jits

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4 Messages

Thanks for the info. Always good to know tech info. Yeah - Two xfinity techs thought it was odd. The first tech even got me to buy a new modem. 

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1 month ago

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