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GeoTech
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Wednesday, July 29th, 2020 12:00 PM

Closed

-! No Telephone or Internet Service since July 9, 2020

Upgraded to Gigabit tier several months ago after experiencing poor Internet service, and after two follow-up technician visits, all good -- working DOCSIS 3.1 (and old 3.0) modem, no inside wiring issues from tap to modem. 

 

Since 09-Jul we have been down.  Cable modem logs show the modem is operating within specifications for frequency, power, and SNR, except still no Internet or telephone, and now, after Node maintenance last week, it is constantly in partial service mode or, or DHCP failure, or errors with eMTA for telephony, yet still operating within specifications - i.r., no negative changes in frequency, power or snr.  But I did see that the Downstream OFMD channel had Uncorrectable Codewords (and still do occasionally);  SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;  Started Unicast Maintenance Ranging - No Response received - T3 time-out;  Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out.

 

On 17-Jul, a Technician reviewed my trouble history, and after I asked him to review the CMTS history because of the Downstream OFDM problem, he checked the outside line to aerial tap on the pole, he took pictures, and put in a request for demolition and replacement of aerial tap and line.  This is the ticket# CR915621916.  As of today it has been closed without any work.  That same day, 17-Jul, I called customer service and asked about the supposedly upcoming work and that I hadn't received an email from the Tech to provide him more of my modem logs. No response. Eventually another ticket, #ER051279673, was put in by the Whitemarsh ASC Supervisor, for Tech Ops Management or Supervisor to contact me. No response.

 

I am fortunately still in contact with the Whitemarsh ASC Supervisor by email, answering his questions and attaching reports of my modem logs.  See some of his incoming below:

 

> On 07/25/2020 7:42 PM Lxxx, Dxxxxx wrote:
>
>
> Hello Mr. Xxxxx. Sorry I haven't been able to call you with an update. Been working on your issue >with others. Just wanted to let you know my immediate manager is enlisting the assistance of >Tech Ops higher ups. We should get something soon from this. I will keep you up to date on this.
>
> Dxxxx Lxxx
> White Marsh ASC supervisor
>

> On 07/22/2020 7:54 PM Lxxx, Dxxxx wrote:
>
>
> I received the information. Technical Operations put in a node maintenance ticket for your area >you 7/21. Affects your entire area. Thanks
>
> Dxxxx Lxxx
> White Marsh ASC Supervisor
>


> On 07/21/2020 6:30 PM Lxxx, Dxxxx wrote:
>
>
> Hello Mr. Xxxxx. Just confirming I have reached out to tech ops management in your area. I >asked that they follow up with you on Thursday morning. I will contact you on Thursday evening >upon my return to the office.
>
> Dxxxx Lxxx
> White Marsh ASC Supervisor

 

We remain offline with Comcast, but luckily I have my personal Verizone phone hotspot so I can post issue.  Here are the modem's the logs from 3PM today - Wed 29-Jul:

 

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.

Starting Frequency

 

 

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

579000000 Hz

Locked

Connectivity State

In Progress

Access Denied

Boot State

In Progress

Unknown

Security

Failed

BPI+

IP Provisioning Mode

In Progress

Unknown

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

13

579000000 Hz

-1.5 dBmV

43.3 dB

0

0

2

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

3

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

4

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

5

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

6

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

7

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

8

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

9

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

10

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

11

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

12

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

13

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

14

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

15

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

16

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

17

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

18

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

19

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

20

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

21

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

22

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

23

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

24

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

25

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

26

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

27

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

28

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

29

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

30

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

31

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

32

Not Locked

Unknown

0

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

Locked

ATDMA

6

5120 Ksym/sec

30100000 Hz

47.5 dBmV

2

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

3

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

4

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 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

Not Locked

0

0

0 Hz

0 dBmV

0.0 dB

0 ~ 4095

0

0

0

2

Not Locked

0

0

0 Hz

0 dBmV

0.0 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

 

Current System Time:Wed Jul 29 13:59:54 2020

System Up Time:00:11:10

 

Time

Priority

Description

Wed Jul 29 13:58:52 2020

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Wed Jul 29 13:58:40 2020

Critical (3)

DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:58:39 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:58:02 2020

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Wed Jul 29 13:58:00 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:57:48 2020

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:57:39 2020

Critical (3)

DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:56:58 2020

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Wed Jul 29 13:56:56 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:56:32 2020

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:55:23 2020

Critical (3)

DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:55:11 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:54:43 2020

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Wed Jul 29 13:54:42 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:54:20 2020

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:54:11 2020

Critical (3)

DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:53:59 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:53:35 2020

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Wed Jul 29 13:53:33 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:53:21 2020

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:52:51 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:52:27 2020

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:52:19 2020

Critical (3)

DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:51:36 2020

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Wed Jul 29 13:51:35 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:51:14 2020

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:51:03 2020

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:50:41 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:49:41 2020

Notice (6)

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:49:37 2020

Notice (6)

TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;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-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:48:20 2020

Critical (3)

DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:48:17 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:47:42 2020

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Wed Jul 29 13:47:41 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:47:20 2020

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:46:50 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:46:30 2020

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

Wed Jul 29 13:46:22 2020

Critical (3)

DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:82:5a:4f;CM-QOS=1.1;CM-VER=3.1;

 

Information

MTA Provision Status

  Not Ready

MTA MAC Address

  Xx:xx:xx:xx:xx:xx

MTA Telephony Line1 Status

  [N/A]

MTA Telephony Line2 Status

  [N/A]

MTA Line1 HD Audio Status

  Disabled

MTA Line2 HD Audio Status

  Disabled

 

Question

 • 

Updated 

5 years ago

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