My Internet suddenly stopped working earlier today. Power cycling the modem (Netgear CM700) and routers (Eero) did not solve the problem. I also factory reset the modem and that didn't solve the problem. Xfinity / Comcast claims there is no outage in my area and I went through the usual triaging steps with Xfinity / Comcast and their only solution now is to wait 48 hours to have a technician come out to look at it. I dug around the modem logs and am seeing:
| Startup Procedure |
| Procedure |
Status |
Comment |
| Acquire Downstream Channel |
687000000 Hz |
Locked |
| Connectivity State |
In Progress |
Not Synchronized |
| Boot State |
In Progress |
Unknown |
| Security |
Disabled |
Disabled |
| IP Provisioning Mode |
In Progress |
Unknown |
|
| Downstream Bonded Channels |
| Channel |
Lock Status |
Modulation |
Channel ID |
Frequency |
Power |
SNR |
Correctables |
UnCorrectables |
| 1 |
Locked |
QAM 256 |
44 |
687000000 Hz |
-12.9 dBmV |
37.3 dB |
40 |
3 |
| 2 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 3 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 4 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 5 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 6 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 7 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 8 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 9 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 10 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 11 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 12 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 13 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 14 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 15 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 16 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 17 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 18 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 19 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 20 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 21 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 22 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 23 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 24 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 25 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 26 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 27 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 28 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 29 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 30 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 dB |
0 |
0 |
| 31 |
Not Locked |
N/A |
N/A |
0 Hz |
0.0 dBmV |
0.0 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 |
Not Locked |
N/A |
Unknown |
0 Ksym/sec |
0 Hz |
21.3 dBmV |
| 2 |
Not Locked |
N/A |
Unknown |
0 Ksym/sec |
0 Hz |
0.0 dBmV |
| 3 |
Not Locked |
N/A |
Unknown |
0 Ksym/sec |
0 Hz |
0.0 dBmV |
| 4 |
Not Locked |
N/A |
Unknown |
0 Ksym/sec |
0 Hz |
0.0 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 |
|
In the modem event logs I am seeing:
| Time |
Priority |
Description |
| Time Not Established |
Critical (3) |
No Ranging Response received - T3 time-out |
| Time Not Established |
Warning (5) |
B-INIT-RNG Failure - Retries exceeded |
Has anyone else encountered a problem like this?
user_noname
Contributor
•
168 Messages
8 months ago
@TooManyOutages1 - looks like there is no two way communication establishing between the CM and the CMTS.
What do the below websites show for your service address?
https://www.xfinity.com/support/status
https://www.xfinity.com/support/statusmap
On the 2nd website you can report an Outage under Helpful Links dropdown.
(edited)
0
0
TooManyOutages1
3 Messages
8 months ago
On https://www.xfinity.com/support/statusmap I see:
Everything looks good!
We couldn't find any outages or service issues. Try restarting your device to fix slow speeds and other common problems.
1
0
TooManyOutages1
3 Messages
8 months ago
Comcast / Xfinity sent out a technician who did a great job diagnosing the issue. The problem appeared to be a faulty connector outside of my home. Replacing the filter and connector squared me away. The technician was great - a pleasant bright spot in my not-so-great overall relationship with Comcast / Xfinity. 😅
1