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Furyose
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Saturday, March 8th, 2025 4:37 PM

Xfinity Support

Intermittent internet since October. Internet will restart randomly, sometimes every few minutes.

Have had 2 techs come out and the issue is still not resolved.

Originally started with xfinity modem/router combo unit, replaced unit at store with new xfinity modem/router, issues still occured, ended up buying own modem netgear CM1200 and router netgear nighthawk AX1800, issues are still occuring.

Have replaced coax from poe to modem, first tech that was out replaced line from poe to street.

Have attempted to troubleshoot with xfi assistant and over the phone, just running in circles with no solution.

The event logs in the modem show:

Sat Mar 08 11:27:59 2025 Critical (3) Resetting the cable modem due to docsDevResetNow

Question

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Updated 

1 month ago

 • Edited

25

2

0

EG

Expert

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109.7K Messages

1 month ago

That event messege only indicates that the modem was deliberately rebooted remotely by the Comcast system. Either you did it online or with the app, or a Comcast rep did it. Are there any modem component RF error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publicly.


Also, please copy all of the text in its entirety of the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers and paste them into your next post.


 

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Furyose

4 Messages

Sat Mar 08 15:22:33 2025 Critical (3) UCD invalid or channel unusable;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 15:22:26 2025 Notice (6) DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 15:22:24 2025 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 15:22:19 2025 Notice (6) TLV-11 - unrecognized OID;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 15:22:10 2025 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Sat Mar 08 15:22:07 2025 Critical (3) UCD invalid or channel unusable;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 15:22:01 2025 Warning (5) ToD request sent - No Response received;;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 15:20:55 2025 Warning (5) ToD request sent - No Response received;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 15:20:54 2025 Critical (3) Resetting the cable modem due to docsDevResetNow
Sat Mar 08 15:01:27 2025 Critical (3) UCD invalid or channel unusable;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 15:01:21 2025 Notice (6) DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 15:01:19 2025 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 15:01:14 2025 Notice (6) TLV-11 - unrecognized OID;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 15:01:05 2025 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Sat Mar 08 15:01:01 2025 Critical (3) UCD invalid or channel unusable;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 15:00:55 2025 Warning (5) ToD request sent - No Response received;;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 14:59:49 2025 Warning (5) ToD request sent - No Response received;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 14:59:48 2025 Critical (3) Resetting the cable modem due to docsDevResetNow
Sat Mar 08 13:12:50 2025 Critical (3) UCD invalid or channel unusable;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 13:12:42 2025 Notice (6) DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 13:12:41 2025 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 13:12:36 2025 Notice (6) TLV-11 - unrecognized OID;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 13:12:26 2025 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Sat Mar 08 13:12:23 2025 Critical (3) UCD invalid or channel unusable;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 13:12:18 2025 Warning (5) ToD request sent - No Response received;;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 13:11:10 2025 Warning (5) ToD request sent - No Response received;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 13:11:10 2025 Critical (3) Resetting the cable modem due to docsDevResetNow
Sat Mar 08 11:29:38 2025 Critical (3) UCD invalid or channel unusable;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 11:29:30 2025 Notice (6) DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 11:29:29 2025 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 11:29:24 2025 Notice (6) TLV-11 - unrecognized OID;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 11:29:15 2025 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Sat Mar 08 11:29:12 2025 Critical (3) UCD invalid or channel unusable;;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 08 11:29:07 2025 Warning (5) ToD request sent - No Response received;;CM-QOS=1.1;CM-VER=3.1;
Procedure Status Comment
Acquire Downstream Channel 555000000 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 28 555000000 Hz 4.9 dBmV 44.8 dB 0 0
2 Locked QAM256 13 465000000 Hz 5.3 dBmV 45.4 dB 0 0
3 Locked QAM256 14 471000000 Hz 5.4 dBmV 45.3 dB 0 0
4 Locked QAM256 15 477000000 Hz 5.4 dBmV 45.3 dB 0 0
5 Locked QAM256 16 483000000 Hz 5.4 dBmV 45.3 dB 0 0
6 Locked QAM256 17 489000000 Hz 5.5 dBmV 45.3 dB 0 0
7 Locked QAM256 18 495000000 Hz 5.5 dBmV 45.3 dB 0 0
8 Locked QAM256 19 501000000 Hz 5.4 dBmV 45.3 dB 0 0
9 Locked QAM256 20 507000000 Hz 5.5 dBmV 45.2 dB 0 0
10 Locked QAM256 21 513000000 Hz 5.4 dBmV 45.2 dB 0 0
11 Locked QAM256 22 519000000 Hz 5.4 dBmV 45.2 dB 0 0
12 Locked QAM256 23 525000000 Hz 5.3 dBmV 45.2 dB 0 0
13 Locked QAM256 24 531000000 Hz 5.2 dBmV 45.1 dB 0 0
14 Locked QAM256 25 537000000 Hz 5.1 dBmV 45 dB 0 0
15 Locked QAM256 26 543000000 Hz 5 dBmV 44.9 dB 0 0
16 Locked QAM256 27 549000000 Hz 4.9 dBmV 44.9 dB 0 0
17 Locked QAM256 29 561000000 Hz 5 dBmV 44.9 dB 0 0
18 Locked QAM256 30 567000000 Hz 5 dBmV 44.9 dB 0 0
19 Locked QAM256 31 573000000 Hz 5.1 dBmV 45 dB 0 0
20 Locked QAM256 32 579000000 Hz 5.2 dBmV 44.9 dB 0 0
21 Locked QAM256 33 585000000 Hz 5.3 dBmV 45 dB 0 0
22 Locked QAM256 34 591000000 Hz 5.3 dBmV 45 dB 0 0
23 Locked QAM256 35 597000000 Hz 5.4 dBmV 45 dB 0 0
24 Locked QAM256 36 603000000 Hz 5.4 dBmV 45 dB 0 0
25 Locked QAM256 37 609000000 Hz 5.4 dBmV 44.9 dB 0 0
26 Locked QAM256 38 615000000 Hz 5.4 dBmV 44.9 dB 0 0
27 Locked QAM256 39 621000000 Hz 5.5 dBmV 44.9 dB 0 0
28 Locked QAM256 40 627000000 Hz 5.5 dBmV 44.9 dB 0 0
29 Locked QAM256 41 633000000 Hz 5.4 dBmV 44.8 dB 0 0
30 Locked QAM256 42 639000000 Hz 5.4 dBmV 44.8 dB 0 0
31 Locked QAM256 43 645000000 Hz 5.4 dBmV 44.8 dB 0 0
32 Locked QAM256 44 651000000 Hz 5.4 dBmV 44.3 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 34.8 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 35 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 35.3 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 35.3 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock
Status		 Modulation /
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 690000000 Hz 6.1 dBmV 44.6 dB 508 ~ 3587 17245122 6937500 0
2 Locked 0 ,1 ,2 ,3 194 957000000 Hz 6.9 dBmV 44.1 dB 148 ~ 3947 17730474 1294380 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
 

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1 month ago

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XfinityRichard

Official Employee

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1.7K Messages

Hi there, @Furyose ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the trouble that you are having with your service. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

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1 month ago

0

EG

Expert

 • 

109.7K Messages

1 month ago

The signal status values at that snapshot in time were good / in spec but the error log entries indicate 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 status 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 (The Digital Care Team) who 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 those upstream receive signal stats.


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

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