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user_7q9qyr
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Tuesday, July 22nd, 2025

technical support

Hello,

I have been battling with consistent issues with my internet in my home.  I have had two different tech's at my house but the message of "signal levels are good" are exhausting.  I am using an Arris S33 v3 modem and I am getting an error on boot every time.  Critical and warning. 

Warning

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

I have spent hours on google trying to self correct and it all points (as well as hundreds of other users) saying the config file is incorrect for my particlar modem.  All point to this channel to get this resolved.

My internet consistently blinks under everyday use.  My VPN disconnects 30+ times a day, and where I see this struggle the worst is on video calls with work.  I have all the settings to minimal and its always blinking.   

Secondly, the modem manufactor indicates power levels on the upstream need to be above 45 otherwise the modem will continuously attempt to correct the signal which leads to packet loss.  THis would be a big part of why the upstream cant keep up with daily use.


Can someone help please

Question

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3 days ago

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XfinityDemitrius

Official Employee

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2K Messages

8 days ago

Hey @user_7q9qyr, Thank you for visiting our official Xfinity Forums Community support channel. We would be more than happy to troubleshoot the Xfinity Internet connectivity issues you may be experiencing. The Arris S33v3 is a standalone modem device, have you attempted to connect directly to the cable modem to test the Internet connectivity? One of the first steps we would want to perform to see what speeds are being delivered to the home. 

Please also note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads-up for future reference, but I look forward to further assisting you.

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user_7q9qyr

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3 Messages

So, I fully abandoned the S33 and activated a band new Netgear CM3000.  Issues remain.   

Our home is fully wired for hardwired connections to all our computers.  I have attempted the following with no improvement:

Replaced all equipment:
Brand new mesh router (wifi 7). (( was told by xfinity agent overseas this was initially my problem))

brand new modem (full nextgen compatible)  ((replaced Arris modem under warranty as I was told after the router replacement that it was actually the modem at cause,  gave up on arris thinking it was the common issue and went with top of the line Netgear CM3000 this week))

new rackmount 2.5g switch - 

tested each cat6a cable as well every connection point- no problems found

Ran a multiple days directly connected with a single cat 6 cable to the modem - no improvement

Ran multiple days bypassing the hard wired connection relying on the wifi7 connection - no improvements

This is on multiple computers, both personal and work.  On and off a VPN

both the Arris and Netgear modem are getting the same error messages about invalid configuration files.   We are having most issues regarding the upstream as video conferencing, screen sharing, really anything that relies on the upstream connection being stable is pretty much terrible.   Work VPN's are getting disconnected dozens of times each day.   Each time the VPN disconnects- moments later I get alerts my google devices are also offline.   

The modem is not rebooting or throwing T3/4 errors during these events- so the connection does not truly disconnect- its almost like a loss of packets/stream that is causing all my errors.

House was purchased in 2023 and xfinity ran a brand new line from the pole to my home, and ran all brand new coax in the home at that time.   Tech has come out.  "Signal levels are good".  Replaced the MOCA device on the side of the home and the single 2 way splitter at the modem.  

Our problem is not consistent so levels may look ok at the moment.  Again, this is randomly happening through out the day.

I notice on a variety of speed tests on a variety of device (wired and wireless), that download connections are excellent- meet or exceed speed expectations with quite low packet loss/jitter.  The upstream connection bounces quite a bit, and mostly then will stabilize.  It will start around 20mbs then bounce its way to around 35- BUT the packet loss almost every time is in the thousands.

I was told by the field supervisor tech person locally that my area is in progress being upgraded to nextgen speeds and im still on the legacy part of that.   

I find it odd both my Arris as well now my netgear modem show the same errors in the event log.  I cant believe two different brand modems showing the same error messages being "normal".  I wonder if the config file has something to do with everything.  I have been using my own modem and router for over 15 months now, this problem only spans the last 3~ months.   Its vital I have a stable internet connection as both my spouse and I work from home. 

Fri Jul 25 07:31:06 2025 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"]
;CMTS-MAC=[Edited: "Personal Information"]
;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 25 07:31:05 2025 (Warning (5)) REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[Edited: "Personal Information"]
;CMTS-MAC=[Edited: "Personal Information"]
;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 25 07:31:00 2025 (Notice (6)) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"]
;CMTS-MAC=[Edited: "Personal Information"]
;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 25 07:30:55 2025 (Notice (6)) TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"]
;CMTS-MAC=[Edited: "Personal Information"]
;CM-QOS=1.1;CM-VER=3.1;


here are the signal levels as of this AM:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 673750000 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 41 673750000 Hz 0.9 dBmV 41.3 dB 0 0
2 Locked QAM256 13 505750000 Hz 1.2 dBmV 42.5 dB 0 0
3 Locked QAM256 14 511750000 Hz 1.1 dBmV 42.5 dB 0 0
4 Locked QAM256 15 517750000 Hz 1.0 dBmV 42.5 dB 0 0
5 Locked QAM256 16 523750000 Hz 1.0 dBmV 42.5 dB 0 0
6 Locked QAM256 17 529750000 Hz 0.6 dBmV 42.3 dB 0 0
7 Locked QAM256 18 535750000 Hz 0.7 dBmV 42.2 dB 0 0
8 Locked QAM256 19 541750000 Hz 1.0 dBmV 42.3 dB 0 0
9 Locked QAM256 20 547750000 Hz 1.1 dBmV 42.3 dB 0 0
10 Locked QAM256 21 553750000 Hz 1.1 dBmV 42.3 dB 0 0
11 Locked QAM256 22 559750000 Hz 1.1 dBmV 42.3 dB 0 0
12 Locked QAM256 23 565750000 Hz 0.8 dBmV 42.1 dB 0 0
13 Locked QAM256 24 571750000 Hz 0.8 dBmV 42.1 dB 0 0
14 Locked QAM256 25 577750000 Hz 0.9 dBmV 42.2 dB 0 0
15 Locked QAM256 26 583750000 Hz 1.0 dBmV 42.2 dB 0 0
16 Locked QAM256 27 589750000 Hz 1.0 dBmV 42.2 dB 0 0
17 Locked QAM256 28 595750000 Hz 1.1 dBmV 42.3 dB 0 0
18 Locked QAM256 29 601750000 Hz 0.9 dBmV 42.2 dB 0 0
19 Locked QAM256 30 607750000 Hz 0.8 dBmV 42.1 dB 0 0
20 Locked QAM256 31 613750000 Hz 0.8 dBmV 42.1 dB 0 0
21 Locked QAM256 32 619750000 Hz 0.8 dBmV 42.0 dB 0 0
22 Locked QAM256 33 625750000 Hz 0.9 dBmV 42.0 dB 0 0
23 Locked QAM256 34 631750000 Hz 0.9 dBmV 41.8 dB 0 0
24 Locked QAM256 35 637750000 Hz 0.7 dBmV 41.9 dB 0 0
25 Locked QAM256 36 643750000 Hz 0.7 dBmV 42.0 dB 0 0
26 Locked QAM256 37 649750000 Hz 0.9 dBmV 42.0 dB 0 0
27 Locked QAM256 38 655750000 Hz 0.8 dBmV 42.0 dB 0 0
28 Locked QAM256 39 661750000 Hz 0.8 dBmV 41.9 dB 0 0
29 Locked QAM256 40 667750000 Hz 1.0 dBmV 42.0 dB 0 0
30 Locked QAM256 42 679750000 Hz 0.7 dBmV 41.9 dB 0 0
31 Locked QAM256 43 685750000 Hz 1.0 dBmV 42.1 dB 0 0
32 Locked QAM256 44 691750000 Hz 1.1 dBmV 42.0 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 Ksym/sec 29200000 Hz 44.0 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 16400000 Hz 44.5 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 44.5 dBmV
4 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 44.0 dBmV
5 Locked ATDMA 6 2560 Ksym/sec 40400000 Hz 43.5 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
 
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 ,3 159 701000000 Hz 2.28 dBmV 42.4 dB 1126 ~ 2969 67812784 49507 0
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 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



(edited)

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8 days ago

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XfinityAmira

Official Employee

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4.3K Messages

Thanks for everything you've done on your end in trying to rectify these connection issues user_7q9qyr. We can definitely further troubleshoot this with you and check things on our end. We will continue via the direct message you sent. 

 

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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8 days ago

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user_7q9qyr

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3 Messages

Hello,  issues remain.  
not resolved 

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3 days ago

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EG

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112.2K Messages

8 days ago

@user_7q9qyr @XfinityAmira 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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