U

Visitor

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6 Messages

Monday, January 16th, 2023 12:18 AM

Closed

Regular interruption of service with CMSTATUS:DS_Diplexer_Mode_Change_Ignored: and UCD invalid or channel unusable; MODEM log messages

Hi,

I experience approximate 2 service interruptions per 24 hour period each lasting around 2 minutes associated with MODEM log messages that read:

(MAC addresses redacted)

   13:15:54
Sun Jan 15 2023
  Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
    13:15:59
Sun Jan 15 2023
  Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    13:16:08
Sun Jan 15 2023
  Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
    13:16:08
Sun Jan 15 2023
  Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
    13:16:08
Sun Jan 15 2023
  Critical (3)   CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
    13:16:15
Sun Jan 15 2023
  Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    13:16:22
Sun Jan 15 2023
  Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

I've seen similar forum posts but never a clear diagnosis or resolution. I would appreciate help towards a solution as it is unsustainable to have conference calls interrupted on such a regular basis.

Official Employee

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909 Messages

11 months ago

Thanks for the public post. Now to see what I can do to assist! Can I get your first and last name, and full service address to locate your account please? 

Expert

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101.6K Messages

@user_cdf06d 

Don't post that private info here on the public forums ! Send that requested info to them via a private / direct message. Here's how;

Click "Sign In" if necessary.
 
Click the "Direct Message" icon  in the upper right corner or https://forums.xfinity.com/direct-messaging  
 
Click the "New message" (pencil and paper) icon.
 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
 
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
 
An "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.

[Permission from and credit given to BruceW].

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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Expert

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101.6K Messages

11 months ago

@user_cdf06d 

Please redact all of the CM MAC and the CMTS MAC addresses in 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 publically. It flagged your post as "Private".

Visitor

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6 Messages

@EG​ I put the character X in place of all the digits of the MAC addresses in my post. At least I thought I did, perhaps I missed one. Anyway, thanks for the reminder.

Expert

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101.6K Messages

@user_cdf06d​ 

It's public now.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Contributor

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18 Messages

11 months ago

I'm dealing with this as well. Are you by chance also running an MB8611?

It's gotten so frequent I just set up my old 8600 on a splitter so I can see if they both go down at the same time or if it's just the 8611.

Visitor

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6 Messages

@user_24f3a2​ Yes, I'm running an MB8611. I've asked Motorola to exchange mine with a new unit of the same model to see if that helps. Failing that, I may need an on-site visit from Xfinity. 

Contributor

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18 Messages

So... I ran an 8600 & 8611 next to each other on a splitter, the 8611 has been rebooting, but not the 8600. That tells me the modem is bad again.

I RMA'd it over a year ago and it was fine until recently. I had Xfinity out multiple times a year ago, and they told me it was my modem - I didn't believe them, but finally connected my old 8600, and they were right. The RMA process was pretty painless.

All of that being said, I've ordered an S33. Good luck with the new modem! I hope it helps.

Visitor

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6 Messages

At this point, I can definitely say my original 8611 was spontaneously rebooting due to an internal fault,  and that the replacement does not do that (current uptime is 7 days 21h and counting).  Based on user_24f3a2's message, I feel that the rebooting issue may be latent in this model and therefore similar failures could reoccur a few months down the road on the replacement device I now have. I have a new S33 waiting to be pressed into service should the rebooting issue on my 8611 recur.

I *also* have line quality issues going on, and have set up an appointment with a Comcast Technician to correct this soon.  As the replacement 8611 has shown, it is possible (and expected) that marginal line conditions should not cause unpredictable reboots. However, both issues must be addressed to ensure robust internet service going forward.

I hope this post helps someone. 

Official Employee

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6.9K Messages

Hello @user_cdf06d. Thank you for the update. I'm happy to hear the new replacement modem is not doing the same thing the previous one was doing. How did your tech appointment go yesterday afternoon? Was the tech able to identify an issue on the line and escalate your issues to the maintenance team? 

I no longer work for Comcast.

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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