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user_f08e8d
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Friday, July 7th, 2023 1:00 AM

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Poor line quality, problem with feeder coax or plant?

Hey guys, my name's Kyle. I've been having a little issue with a new modem install. I currently have the 1.2 gigabits per second plan from Xfinity. For the longest time, I've been running a Netgear CM1000. It was working ok, but I had bad latency and issues with it not syncing.  I noticed on the Xfinity site that this modem wasn't recommended for my plan, so I bought a Motorola MB8611. When I first moved to this house, I had always had difficulty getting my modem to sync up (cm1000). The modem would immediately acquire the downstream signal, but the upstream signal would never lock. It would just sit there and blink during startup. I would restart the modem until it finally locked onto the upstream signal and gave me Internet access. I sometimes had to do this three or four times until it worked. I noticed that the event log for my CM1000 was littered with upstream-ranging response failures. It was a complete hassle. I hoped this problem would be resolved after I got the new modem. Seeing as that's what was recommended.

 

Well, the new modem was having the same issues. And even possibly to a larger degree. This prompted me to double-check all the connections throughout my ceiling to ensure all my coax cable was good. The MB8611 did not like the VoIP amplifier it was going through (Commscope CSAPDU9VPI). I don’t have VOIP and never will, so I took that out and used a female splice from the plant feeder to the room with the modem.  After I took that out of the coax loop, it would acquire an u/s signal after 2-3 restarts instead of never from the room- giving me internet.  But I still had many errors, and only the u/s channels wouldn’t bond, giving me a flashing u/s light.  All the connections are tight, and none of the coax is being kinked. I then factored out my house coax and tested the MB8611 connecting straight to the feeder cable from the plant in my garage. It did acquire the upstream signal; however, the event log was still littered with critical failures from the upstream side. And three of the channels would not bond-still with a flashing u/s light. I'll attach the event log and connection log in the post following this initial one. I've determined that something is going on either at my incoming cable to the house or a problem with my plant. I need to get a tech out here to verify. Can anybody help me with that?

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2 years ago

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user_f08e8d

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2 years ago

Connection
   Startup Sequence
   Startup Step Status Comment
 
 
  
   Acquire Downstream Channel 555000000 Hz Locked
 
  
   Upstream Connection OK Operational
 
  
   Boot State OK Operational
 
 
  
   Configuration File OK
 
  
   Security Enabled BPI+
 
  
   Connection Status
   System Up Time 0 days 00h:23m:09s  
 
  
   Network Access Allowed
 
  
   Downstream Bonded Channels
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 28 555 2.3 40.6 0 0
   2 Locked QAM256 4 405 3.9 42.4 5 0
   3 Locked QAM256 5 411 3.8 42.8 101 0
   4 Locked QAM256 6 417 3.7 42.6 128 0
   5 Locked QAM256 7 423 3.5 41.5 0 0
   6 Locked QAM256 8 429 3.2 42.7 0 0
   7 Locked QAM256 9 435 3.2 41.6 0 0
   8 Locked QAM256 10 441 3 42.6 0 0
   9 Locked QAM256 11 447 3 42.9 0 0
   10 Locked QAM256 12 453 2.8 42.6 0 0
   11 Locked QAM256 13 459 2.9 41.9 0 0
   12 Locked QAM256 14 465 2.8 42.3 0 0
   13 Locked QAM256 15 471 2.7 42.4 0 0
   14 Locked QAM256 16 477 2.7 42 0 0
   15 Locked QAM256 17 483 2.5 41.9 0 0
   16 Locked QAM256 18 489 2.3 41.8 0 0
   17 Locked QAM256 19 495 2.3 42 0 0
   18 Locked QAM256 20 507 2.2 41.7 0 0
   19 Locked QAM256 21 513 2.2 41.9 0 0
   20 Locked QAM256 22 519 2.3 42.2 0 0
   21 Locked QAM256 23 525 2.2 42.2 0 0
   22 Locked QAM256 24 531 2 41.4 0 0
   23 Locked QAM256 25 537 2.2 41.8 0 0
   24 Locked QAM256 26 543 2.2 41.9 0 0
   25 Locked QAM256 27 549 2.2 41 0 0
   26 Locked QAM256 29 561 2.4 41.5 0 0
   27 Locked QAM256 30 567 2.3 42 0 0
   28 Locked QAM256 31 573 2.3 41.8 0 0
   29 Locked QAM256 32 579 2.6 42 0 0
   30 Locked QAM256 33 585 2.6 41.9 0 0
   31 Locked QAM256 34 591 2.6 42.3 0 0
   32 Locked OFDM PLC 48 850 -2 40.3 60225879 0
 
   Upstream Bonded Channels
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Not Locked SC-QAM 1 2560 10.4 33.3
   2 Not Locked SC-QAM 2 5120 16.4 44.5
   3 Not Locked SC-QAM 3 5120 22.8 42.3
   4 Locked SC-QAM 4 5120 29.2 44.5
   5 Locked SC-QAM 5 5120 35.6 41.3
   6 Locked SC-QAM 6 2560 40.4 42.3

 Event Log
  
    Time    Priority    Description 
    20:33:07   Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:33:48 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;
Wed Jul 5 2023
    20:33:48   Critical (3)   Ranging Request Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:33:48 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:33:50   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;
Wed Jul 5 2023
    20:33:50 Critical (3) Ranging Request Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:33:50   Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:38:25 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;
Wed Jul 5 2023
    20:38:25   Critical (3)   Ranging Request Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:38:25 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:38:57   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;
Wed Jul 5 2023
    20:38:57 Critical (3) Ranging Request Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:38:57   Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:40:31 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;
Wed Jul 5 2023
    20:40:31   Critical (3)   Ranging Request Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:40:31 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:44:13   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;
Wed Jul 5 2023
    20:44:13 Critical (3) Ranging Request Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:44:13   Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:44:35 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;
Wed Jul 5 2023
    20:44:35   Critical (3)   Ranging Request Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:44:35 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:46:37   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;
Wed Jul 5 2023
    20:46:37 Critical (3) Ranging Request Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:46:37   Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:48:24 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;
Wed Jul 5 2023
    20:48:24   Critical (3)   Ranging Request Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:48:24 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:51:05   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;
Wed Jul 5 2023
    20:51:05 Critical (3) Ranging Request Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:51:05   Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Wed Jul 5 2023
    20:51:36 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;
Wed Jul 5 2023

(edited)

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XfinityBrianH

Official Employee

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1.4K Messages

Thanks for letting us know about the issue you are experiencing. Can you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

 

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

2 years ago

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user_f08e8d

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4 Messages

As an update for this thread: 

The problem ended up being 2-fold. The node at the street where the coax from my house connected was full of corrosion and rust-on all of the terminals. Not just my house, but everyone that lived on the court. So most likely they were all having issues as well but didn't know or realize it. The second issue was the coax itself going from my house to the node. The coax was about 20-25 years old according to the tech. The street crew ended up replacing my line, and I haven't had a problem syncing and bonding channels since then. This was a few days ago now. I now get my full speed- 1.4gbps down (1.2gbps plan) and 40mbps up. This also solved a lot of my latency issues as well. My bufferbloat scores are now under 100ms on the upstream side without SQM. With SQM I'm <5ms with my openWRT machine (Dell Optiplex 5050). 

(edited)

2 years ago

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XfinityThomasB

Official Employee

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2K Messages

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 "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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

 

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

2 years ago

0

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