U

Visitor

 • 

4 Messages

Wed, Aug 10, 2022 2:47 PM

xfinity drops out for a minute dozens of times a day

My Xfinity internet drops out for ~1 minute dozens of times a day, seemingly sporadically. I have had multiple techs come out and they all claim there's no issue with the line coming in.

I'm at a loss as to what to do. Here's the info I get from my Motorola MB8611 modem:

 Time Priority  Description
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
04:02:14
Wed Aug 10 2022
Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;
04:02:19
Wed Aug 10 2022
Warning (5) REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;
04:02:19
Wed Aug 10 2022
Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;
04:02:19
Wed Aug 10 2022
Warning (5) Dynamic Range Window violation
04:02:19
Wed Aug 10 2022
Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;
04:02:19
Wed Aug 10 2022
Warning (5) Dynamic Range Window violation
04:02:19
Wed Aug 10 2022
Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;
04:02:19
Wed Aug 10 2022
Warning (5) Dynamic Range Window violation

Accepted Solution

EG

Expert

 • 

96.9K Messages

4 months ago

O/k so even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere.


There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

EG

Expert

 • 

96.9K Messages

4 months ago

Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

Visitor

 • 

4 Messages

4 months ago

Here is the startup-sequence, downstream and upstream info. Thanks!

Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 447000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
 

Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 5 447.0 -0.7 42.9 0 0
   2 Locked QAM256 1 423.0 -0.3 43.0 0 0
   3 Locked QAM256 2 429.0 -0.3 42.9 0 0
   4 Locked QAM256 3 435.0 -0.4 43.1 0 0
   5 Locked QAM256 4 441.0 -0.6 43.1 0 0
   6 Locked QAM256 6 453.0 -1.0 42.7 0 0
   7 Locked QAM256 7 459.0 -1.0 42.7 0 0
   8 Locked QAM256 8 465.0 -0.8 42.8 0 0
   9 Locked QAM256 9 471.0 -0.5 42.9 0 0
   10 Locked QAM256 10 477.0 -0.4 42.8 0 0
   11 Locked QAM256 11 483.0 -0.3 42.8 0 0
   12 Locked QAM256 12 489.0 -0.4 42.9 0 0
   13 Locked QAM256 13 495.0 -0.5 42.7 0 0
   14 Locked QAM256 14 507.0 -0.8 42.6 0 0
   15 Locked QAM256 15 513.0 -0.9 42.6 0 0
   16 Locked QAM256 16 519.0 -1.1 42.6 0 0
   17 Locked QAM256 17 525.0 -1.2 42.4 0 0
   18 Locked QAM256 18 531.0 -1.3 42.2 0 0
   19 Locked QAM256 19 543.0 -1.4 42.2 0 0
   20 Locked QAM256 20 549.0 -1.6 42.1 0 0
   21 Locked QAM256 21 555.0 -1.8 42.1 0 0
   22 Locked QAM256 22 561.0 -1.9 42.0 0 0
   23 Locked QAM256 23 567.0 -2.0 41.8 0 0
   24 Locked QAM256 24 573.0 -2.1 41.7 0 0
   25 Locked QAM256 25 579.0 -2.2 41.6 0 0
   26 Locked QAM256 26 585.0 -2.4 41.6 0 0
   27 Locked QAM256 27 591.0 -2.5 41.5 0 0
   28 Locked QAM256 28 597.0 -2.6 41.3 0 0
   29 Locked QAM256 29 603.0 -2.8 41.1 0 0
   30 Locked QAM256 30 609.0 -2.8 41.1 0 0
   31 Locked QAM256 31 615.0 -2.8 41.2 0 0
   32 Locked QAM256 32 621.0 -2.8 41.2 0 0
   33 Locked OFDM PLC 159 722.0 -3.4 40.3 2796834 0

Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 2560 10.4 38.8
   2 Locked SC-QAM 2 5120 16.4 38.8
   3 Locked SC-QAM 3 5120 22.8 39.3
   4 Locked SC-QAM 4 5120 29.2 40.3
   5 Locked SC-QAM 5 5120 35.6 39.8
   6 Locked SC-QAM 6 2560 40.4 40.8
EG

Expert

 • 

96.9K Messages

4 months ago

O/k the signal status values were all good / well within specs. One more question. Is there a router / WiFi in the mix here ? If so, for a test, does a computer / device that is hardwired directly to the router with an ethernet cable have the same problem ?

Visitor

 • 

4 Messages

@EG​ Thanks for the response!

I have a unifi setup with a Unifi Dream Machine Pro and a set of access points. Unfortunately it's difficult to plug directly in. I'm getting the

disconnect readings directly from the unifi console though:

System
Your internet has been restored.
Today at 5:02 AM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Today at 5:02 AM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Today at 5:00 AM
System
Your internet has been restored.
Today at 4:28 AM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Today at 4:27 AM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Today at 4:25 AM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Today at 4:23 AM
System
Your internet failed temporarily, but is now restored. Contact your ISP to verify your area's outage status.
Today at 12:55 AM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Today at 12:52 AM
System
Your internet has been restored.
Aug 9, 2022 10:44 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Aug 9, 2022 10:43 PM
System
Your internet failed temporarily, but is now restored. Contact your ISP to verify your area's outage status.
Aug 9, 2022 9:44 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Aug 9, 2022 9:43 PM
System
Your internet has been restored.
Aug 9, 2022 9:33 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Aug 9, 2022 9:33 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Aug 9, 2022 9:30 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Aug 9, 2022 9:28 PM
System
Your internet has been restored.
Aug 9, 2022 7:21 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Aug 9, 2022 7:21 PM
System
Your internet has been restored.
Aug 9, 2022 6:51 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Aug 9, 2022 6:50 PM
System
Your internet has been restored.
Aug 9, 2022 6:28 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Aug 9, 2022 6:28 PM
System
Your internet has been restored.
Aug 9, 2022 5:49 PM
XfinityEthan

Official Employee

 • 

1.1K Messages

@user_5f1616. Thanks for working on your issue here! I see T3 and T4 timeouts and something is definitley going on. I don't see a MB8611 on the account. Would you be able to go into the Xfinity app and add it? 

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

Visitor

 • 

4 Messages

Hi XfinityEthan - I have two accounts associated with my phone #. On the relevant account, in my Xfinity app it says "MTRLC LLC MB8611 Online". That should mean it's registered… right? If not, kindly let me know how to add it. Thanks!

XfinityEthan

Official Employee

 • 

1.1K Messages

Gotcha! Go ahead and direct message your name and address and we can check it out. 

 

Make sure you are signed into forums

1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon. 2. Click the "New message" (pencil and paper) icon

2. Hit the compose button to the right of "conversations"

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

 

 

 

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
forum icon

New to the Community?

Start Here