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1m upload and suppose to be getting up too 20mb

Rcdude
Frequent Visitor

1m upload and suppose to be getting up too 20mb

I have replaced modem, router, coax cable, splitters, all on my end. have called comcast 4 times, Had a tech out, said my signal and lines are good. What next to do.

 

I have this error from my modem.

Sat Jan 23 20:58:44 2021   Critical (3) 

 Started Unicast Maintenance Ranging - No Response received - ... 

 

 

here are my down stream and upload signal.

 

 

downstream

 

bonded channels.

1. qam256 7.6dbmv SNR 41.3 DB correctable 0 Uncorrectable 0

2 8.3dbmv 41.4 SNR 8.3

3 8.0dbmv 40.8 SNR 8.0dmbv 

 

and the rst are the same with all correctables and uncorrectables showing zeor. I can't type the rest caue they're so many any way I can post the image. Any help would be great! No sure where to go from here since and tech was already out and still having the issues.

 

 

 

EG
Expert

Re: 1m upload and suppose to be getting up too 20mb


@Rcdude wrote:

I have replaced modem, router, coax cable, splitters, all on my end. have called comcast 4 times, Had a tech out, said my signal and lines are good. What next to do.

 

I have this error from my modem.

Sat Jan 23 20:58:44 2021   Critical (3) 

 Started Unicast Maintenance Ranging - No Response received - ... 

 

 

here are my down stream and upload signal.

 

 

downstream

 

bonded channels.

1. qam256 7.6dbmv SNR 41.3 DB correctable 0 Uncorrectable 0

2 8.3dbmv 41.4 SNR 8.3

3 8.0dbmv 40.8 SNR 8.0dmbv 

 

and the rst are the same with all correctables and uncorrectables showing zeor. I can't type the rest caue they're so many any way I can post the image. Any help would be great! No sure where to go from here since and tech was already out and still having the issues.


Please also post the upstream channel signal stats and the balance of the error log entries in their entirety.



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Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

opps sorry forgot that.

 

1ATDMA5120 Ksym/sec35600000 Hz44.3 dBmV
2ATDMA5120 Ksym/sec16400000 Hz41.8 dBmV
3ATDMA5120 Ksym/sec29200000 Hz43.0 dBmV
4ATDMA5120 Ksym/sec22800000 Hz42.5 dBmV
Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

downstream

 

Downstream Bonded ChannelsChannel Modulation Frequency Power SNR Correctables Uncorrectables

1QAM256405000000 Hz5.1 dBmV40.9 dB00
2QAM256411000000 Hz6.3 dBmV41.3 dB00
3QAM256417000000 Hz7.0 dBmV41.2 dB00
4QAM256423000000 Hz7.6 dBmV41.9 dB00
5QAM256435000000 Hz8.6 dBmV41.9 dB00
6QAM256441000000 Hz8.6 dBmV41.9 dB00
7QAM256447000000 Hz9.0 dBmV41.9 dB00
8QAM256453000000 Hz8.8 dBmV41.9 dB00

 

 

Up stream

 

 

Upstream Bonded ChannelsChannel US Channel Type Symbol Rate Frequency Power

1ATDMA5120 Ksym/sec35600000 Hz44.3 dBmV
2ATDMA5120 Ksym/sec16400000 Hz41.8 dBmV
3ATDMA5120 Ksym/sec29200000 Hz43.0 dBmV
4ATDMA5120 Ksym/sec22800000 Hz42.5 dBmV
Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

I am sorry why was my topic moved? One other posted the same problem.

EG
Expert

Re: 1m upload and suppose to be getting up too 20mb

You didn't post the balance of the error log entries in their entirety.



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Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

So you're asking for the event log from the modem? If so that has my Mac address and I will have to delete that out. Is that what you're asking for?

Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

and those are just the signal levels. Let me know what you want to see and i'll post.

 

EG
Expert

Re: 1m upload and suppose to be getting up too 20mb


@Rcdude wrote:

So you're asking for the event log from the modem? If so that has my Mac address and I will have to delete that out. Is that what you're asking for?


Yes. And it's only the CM and the CMTS MAC addresses.



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Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

Time Priority Description
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Tue Jan 19 21:14:13 2021 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;C...
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Sat Jan 16 23:46:38 2021 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC=
Sat Jan 16 23:46:37 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Jan 16 23:46:34 2021 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Sat Jan 16 23:36:39 2021 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=
Sat Jan 16 23:15:08 2021 Critical (3) Resetting the cable modem due to docsDevResetNow
Sat Jan 16 23:07:54 2021 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sat Jan 16 22:59:37 2021 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Sat Jan 16 22:59:16 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Jan 16 22:59:02 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sat Jan 16 22:59:02 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Jan 16 22:59:01 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sat Jan 16 22:59:01 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Jan 16 22:58:59 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sat Jan 16 22:58:59 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Jan 16 22:58:58 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sat Jan 16 22:58:58 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Jan 16 22:58:56 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sat Jan 16 22:58:55 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Jan 16 22:58:55 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sat Jan 16 22:58:54 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Jan 16 22:58:52 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sat Jan 16 22:58:52 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Jan 16 22:58:51 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sat Jan 16 22:58:51 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Jan 16 22:58:49 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sat Jan 16 22:58:49 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Jan 16 22:58:46 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sat Jan 16 22:58:44 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Jan 16 22:58:43 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...

EG
Expert

Re: 1m upload and suppose to be getting up too 20mb

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures 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 to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

 



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Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

Okay, thanks for the help.

EG
Expert

Re: 1m upload and suppose to be getting up too 20mb

My pleasure !



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Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

Hey ther EG. Having got any reply yet. Do  you know if they checked my connection?

EG
Expert

Re: 1m upload and suppose to be getting up too 20mb

Not yet if they haven't replied here.

 

They are currently having issues with the escalations coming into their team correctly. They currently are working to get this resolved, so they will most likely be delayed for multiple days. I can try re-escalating this after a while.



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Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

Ya cause I am really getting close to closing my account, I would have thought the tech would have checked all this. Not some expert giving his time on a forums. No point intended toward you but little frustrated that it took the forums so far to figure out a problem and not when I make 3 phones calls, a tech visit and still having issues. So yes please, try to send again. Good grief. I ordererd Tmobile home internet and just waiting for modem to come. Will be testing that while I wait for all this to get corrected.

ComcastMorgan
Official Employee

Re: 1m upload and suppose to be getting up too 20mb

Hi, Rcdude. So sorry to hear about the complications you're running into with your internet connection speed. We understand that can be, especially since it has been ongoing. I'd like to take a look at some additional diagnostics on this. To get started, please send me a PM with your first and last name.

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  

 

Thanks!

 


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Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

Pm sent
ComcastMorgan
Official Employee

Re: 1m upload and suppose to be getting up too 20mb

Thank you much. I just replied. Talk soon!


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Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

replied to your reply.

Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

I havene't herd from The comcast employee in a couple days. Any update EG?

EG
Expert

Re: 1m upload and suppose to be getting up too 20mb

I can't know what goes on internally, sorry. We have been told that they are currently having issues with the escalations coming into their team correctly. They currently are working to get this resolved, so they will most likely be delayed for multiple days. I can try re-escalating this after a while.



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Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

Thanks for all your help eg, i am done buddy, after all this and after having a tech out here my net is still not fixed. I will be calling tomorrow to cancel, thank you very much for your help. I’ll be using my cellphone hotspot so i can work and then will cancel xfinity internet. Issue not resolved and just too many things on the customer service side with delays. Sounds like comcast is broken. Thanks again though eg for you trying to escalate the situation.
Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

You would think the employee could reply here if she got my message but i guess maybe she didn’t.
Rcdude
Frequent Visitor

Re: 1m upload and suppose to be getting up too 20mb

And i see she is replying a lot to other post so it must be working, scratches head.
EG
Expert

Re: 1m upload and suppose to be getting up too 20mb

My pleasure ! And the best of luck with your future choices ! 😊


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