My CM2000 that I just replaced due to this issue continues to have the issue of dropping internet intermittently. The modem says it is in partial service mode occasionally. I also replaced the coax cable from the modem to the wall port which didn't help. I changed the surge protector it was plugged into and also tried plugging directly into wall and that didn't help either. All I can think of at this point is that the issue is with the cables outside my home. I just want to be sure before asking Xfinity to come out and look.
Any help would be appreciated here!
Please see below.
| 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.
[Downstream Power Level/Downstream SNR]
Try these actions (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 splitters.
4) Contact your service provider for troubleshooting help. |
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| Advanced Information |
|
| 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. |
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| Startup Procedure |
| Procedure |
Status |
Comment |
| Acquire Downstream Channel |
543000000 Hz |
Locked |
| Connectivity State |
OK |
Operational |
| Boot State |
OK |
Operational |
| Security |
Enabled |
BPI+ |
| IP Provisioning Mode |
Honor MDD |
IPv6 only |
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| Downstream Bonded Channels (Partial Service) |
| Channel |
Lock Status |
Modulation |
Channel ID |
Frequency |
Power |
SNR |
Correctables |
Uncorrectables |
| 1 |
Locked |
QAM256 |
20 |
543000000 Hz |
-5.8 dBmV |
42.5 dB |
199 |
24 |
| 2 |
Locked |
QAM256 |
13 |
501000000 Hz |
-15.3 dBmV |
34.3 dB |
1 |
0 |
| 3 |
Locked |
QAM256 |
14 |
507000000 Hz |
-15.1 dBmV |
34.1 dB |
0 |
0 |
| 4 |
Locked |
QAM256 |
15 |
513000000 Hz |
-18.9 dBmV |
31.1 dB |
15 |
0 |
| 5 |
Locked |
QAM256 |
16 |
519000000 Hz |
-11.9 dBmV |
35.5 dB |
0 |
0 |
| 6 |
Locked |
QAM256 |
17 |
525000000 Hz |
-5.3 dBmV |
43.1 dB |
0 |
0 |
| 7 |
Locked |
QAM256 |
18 |
531000000 Hz |
-2.6 dBmV |
44.5 dB |
0 |
0 |
| 8 |
Locked |
QAM256 |
19 |
537000000 Hz |
-6.6 dBmV |
42.1 dB |
0 |
0 |
| 9 |
Locked |
QAM256 |
21 |
549000000 Hz |
-7.8 dBmV |
41.0 dB |
0 |
0 |
| 10 |
Locked |
QAM256 |
22 |
555000000 Hz |
-7.8 dBmV |
41.0 dB |
0 |
0 |
| 11 |
Locked |
QAM256 |
23 |
561000000 Hz |
-3.0 dBmV |
44.0 dB |
0 |
0 |
| 12 |
Locked |
QAM256 |
24 |
567000000 Hz |
-0.7 dBmV |
45.1 dB |
0 |
0 |
| 13 |
Locked |
QAM256 |
25 |
573000000 Hz |
-2.8 dBmV |
43.6 dB |
0 |
0 |
| 14 |
Locked |
QAM256 |
26 |
579000000 Hz |
-12.0 dBmV |
35.7 dB |
0 |
0 |
| 15 |
Locked |
QAM256 |
27 |
585000000 Hz |
-21.8 dBmV |
27.6 dB |
2309314 |
50 |
| 16 |
Locked |
QAM256 |
28 |
591000000 Hz |
-21.9 dBmV |
27.8 dB |
1394769 |
7 |
| 17 |
Locked |
QAM256 |
29 |
597000000 Hz |
-15.8 dBmV |
33.3 dB |
2 |
0 |
| 18 |
Locked |
QAM256 |
30 |
603000000 Hz |
-13.0 dBmV |
35.7 dB |
0 |
0 |
| 19 |
Locked |
QAM256 |
31 |
609000000 Hz |
-4.1 dBmV |
42.9 dB |
0 |
0 |
| 20 |
Locked |
QAM256 |
32 |
615000000 Hz |
-5.9 dBmV |
41.9 dB |
0 |
0 |
| 21 |
Locked |
QAM256 |
33 |
621000000 Hz |
-4.9 dBmV |
42.6 dB |
193 |
978 |
| 22 |
Locked |
QAM256 |
34 |
627000000 Hz |
-14.2 dBmV |
33.0 dB |
1 |
0 |
| 23 |
Locked |
QAM256 |
35 |
633000000 Hz |
-21.6 dBmV |
28.0 dB |
821582 |
964 |
| 24 |
Locked |
QAM256 |
36 |
639000000 Hz |
-20.1 dBmV |
29.1 dB |
20760 |
980 |
| 25 |
Locked |
QAM256 |
37 |
645000000 Hz |
-15.4 dBmV |
33.6 dB |
176 |
998 |
| 26 |
Locked |
QAM256 |
38 |
651000000 Hz |
-11.8 dBmV |
36.5 dB |
214 |
957 |
| 27 |
Locked |
QAM256 |
39 |
657000000 Hz |
-5.4 dBmV |
42.0 dB |
190 |
983 |
| 28 |
Locked |
QAM256 |
40 |
663000000 Hz |
-7.3 dBmV |
40.8 dB |
182 |
991 |
| 29 |
Locked |
QAM256 |
41 |
669000000 Hz |
-8.6 dBmV |
38.8 dB |
0 |
0 |
| 30 |
Locked |
QAM256 |
42 |
675000000 Hz |
-16.4 dBmV |
30.9 dB |
16730 |
69 |
| 31 |
Locked |
QAM256 |
43 |
681000000 Hz |
-15.4 dBmV |
33.1 dB |
0 |
0 |
| 32 |
Locked |
QAM256 |
44 |
687000000 Hz |
-8.6 dBmV |
39.3 dB |
0 |
0 |
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| Upstream Bonded Channels |
| Channel |
Lock Status |
US Channel Type |
Channel ID |
Symbol Rate |
Frequency |
Power |
| 1 |
Locked |
ATDMA |
3 |
5120 Ksym/sec |
29200000 Hz |
42.8 dBmV |
| 2 |
Locked |
ATDMA |
2 |
5120 Ksym/sec |
22800000 Hz |
42.8 dBmV |
| 3 |
Locked |
ATDMA |
1 |
5120 Ksym/sec |
16400000 Hz |
42.8 dBmV |
| 4 |
Locked |
ATDMA |
4 |
5120 Ksym/sec |
35600000 Hz |
42.8 dBmV |
| 5 |
Not Locked |
Unknown |
0 |
0 |
0 |
0.0 dBmV |
| 6 |
Not Locked |
Unknown |
0 |
0 |
0 |
0.0 dBmV |
| 7 |
Not Locked |
Unknown |
0 |
0 |
0 |
0.0 dBmV |
| 8 |
Not Locked |
Unknown |
0 |
0 |
0 |
0.0 dBmV |
|
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| Downstream OFDM Channels |
| Channel |
Lock Status |
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 |
957000000 Hz |
-8.92 dBmV |
21.9 dB |
148 ~ 3947 |
29694410 |
2410591 |
27283819 |
| 2 |
Not Locked |
0 |
0 |
0 Hz |
0 dBmV |
0 dB |
0 ~ 4095 |
0 |
0 |
0 |
|
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| 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 |
|
BruceW
Gold Problem Solver
•
26.5K Messages
1 year ago
Many downstream channels have out of spec power levels and SNR (both too low), and the values are scattered in an odd manner.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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Momx5Daughters
3 Messages
1 year ago
Hey Bruce,
Thank you for the response. A tech came out yesterday I explained To them the situation I’m facing but all the tech said was the modem is bad and said I had The wrong coax splitter which he ended switching out for one he had but the problem still continued. The modem is only 1 month old too.
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0
BruceW
Gold Problem Solver
•
26.5K Messages
1 year ago
That seems unlikely, but if I had this problem and didn't have a spare modem handy, I'd probably try renting one of Comcast's gateway devices for a week or so to see how it compares with the CM2000. If it proves to be bad you'd have to decide whether to continue using the rental, or purchase a replacement for the CM2000. If the rental has the same problem then there's a coax cable or connector problem that would need to be repaired.
Please let us know what you decide and how this turns out. Good luck!
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
(edited)
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