Community Forum

Arris T25 not getting gig speed

Highlighted
Frequent Visitor

Arris T25 not getting gig speed

Pretty much exactly the same as this thread:
https://forums.xfinity.com/t5/Your-Home-Network/31-instead-of-32-Channels-on-Docsis-3-1-Modem/m-p/32...

All logs from the modem look good and within acceptable ranges, but consistently averaging around 350mbps connected to the router, or directly to the modem.

Have performed multiple resets, spoke/chatted with countless reps who have tried resending the modem boot file, but nothing seems to help.

Was hoping I could find out a solution from the above thread, but didn't see anything.

 

Status page:

 

Downstream QAM

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 5 495.00 MHz -1.80 dBmV 37.36 dB 256QAM 3629559919 0 0
Downstream 2 38 393.00 MHz 1.40 dBmV 38.61 dB 256QAM 319526393 0 0
Downstream 3 39 399.00 MHz 1.20 dBmV 37.64 dB 256QAM 511438826 0 0
Downstream 4 40 405.00 MHz 0.40 dBmV 37.64 dB 256QAM 511540308 3 0
Downstream 5 41 411.00 MHz 0.20 dBmV 38.61 dB 256QAM 514260583 0 0
Downstream 6 42 417.00 MHz 0.30 dBmV 37.64 dB 256QAM 3533223380 0 0
Downstream 7 43 423.00 MHz 0.40 dBmV 37.64 dB 256QAM 525716343 0 0
Downstream 8 44 429.00 MHz 0.40 dBmV 37.64 dB 256QAM 532696776 0 0
Downstream 9 45 435.00 MHz -0.30 dBmV 37.36 dB 256QAM 497278342 28 0
Downstream 10 34 441.00 MHz -0.50 dBmV 37.36 dB 256QAM 3524080439 14 0
Downstream 11 35 453.00 MHz -0.70 dBmV 37.36 dB 256QAM 596337002 23 33
Downstream 12 36 459.00 MHz -0.50 dBmV 37.64 dB 256QAM 599866726 0 0
Downstream 13 37 465.00 MHz -0.60 dBmV 37.36 dB 256QAM 602448871 0 0
Downstream 14 1 471.00 MHz -1.10 dBmV 37.64 dB 256QAM 3567365007 0 0
Downstream 15 2 477.00 MHz -1.60 dBmV 37.36 dB 256QAM 494864412 1 0
Downstream 16 3 483.00 MHz -1.80 dBmV 37.64 dB 256QAM 355487199 0 0
Downstream 17 4 489.00 MHz -2.10 dBmV 37.36 dB 256QAM 377703720 0 0
Downstream 18 6 507.00 MHz -1.70 dBmV 37.64 dB 256QAM 433826771 23 17
Downstream 19 7 513.00 MHz -2.00 dBmV 37.64 dB 256QAM 436341507 0 0
Downstream 20 8 519.00 MHz -2.30 dBmV 37.64 dB 256QAM 434555442 6 0
Downstream 21 9 525.00 MHz -2.30 dBmV 37.36 dB 256QAM 207223241 3 0
Downstream 22 10 531.00 MHz -2.50 dBmV 37.36 dB 256QAM 234437576 0 0
Downstream 23 11 537.00 MHz -2.80 dBmV 37.36 dB 256QAM 256558314 1 0
Downstream 24 12 543.00 MHz -2.40 dBmV 37.64 dB 256QAM 256267095 1 0
Downstream 25 13 555.00 MHz -2.40 dBmV 37.64 dB 256QAM 192484120 0 0
Downstream 26 14 561.00 MHz -2.80 dBmV 37.36 dB 256QAM 290395447 14 0
Downstream 27 15 567.00 MHz -3.20 dBmV 37.64 dB 256QAM 288988016 1 0
Downstream 28 16 573.00 MHz -3.00 dBmV 37.36 dB 256QAM 292225808 2 0
Downstream 29 17 579.00 MHz -2.90 dBmV 37.36 dB 256QAM 205925798 2 0
Downstream 30 18 585.00 MHz -2.90 dBmV 37.36 dB 256QAM 423271366 1 0
Downstream 31 19 591.00 MHz -3.10 dBmV 37.36 dB 256QAM 522350816 1 0
Reset FEC Counters

Downstream OFDM

  FFT Type Channel Width(MHz) # of Active Subcarriers First Active Subcarrier(MHz) Last Active Subcarrier(MHz) Average RxMER(dB)
Pilot PLC Data
Downstream 2 4K 82 1640 673 754 41 35 35
 

Upstream QAM

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 35.80 MHz 39.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 16.60 MHz 38.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 3 23.00 MHz 38.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 29.40 MHz 39.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

Upstream OFDM

  FFT Type Channel Width(MHz) # of Active Subcarriers First Active Subcarrier(MHz) Last Active Subcarrier(MHz) Tx Power(dBmV)

 Status
System Uptime: 1 d: 6 h: 48 m
Computers Detected: staticCPE(1), dynamicCPE(1)
CM Status: Telephony-Reg Complete
Time and Date: Fri 2020-07-03 15:52:03


 Diplexer
  Upstream Range Downstream Range Current Band Setting
Band 0 5 MHz-85 MHz 108 MHz-1002 MHz  
Band 1 5 MHz-42 MHz 108 MHz-1002 MHz X

 

 

Highlighted
Frequent Visitor

Re: Arris T25 not getting gig speed

Just got off of chat with Arris support. They are telling me that my upstream power levels should be better +45 and +51. They are saying the values I have will cause "interrupted connections, slow connections, or no connection at all"
This legit, or am I just getting the brush off from them?
Highlighted
Gold Problem Solver

Re: Arris T25 not getting gig speed


@PCurrao wrote: ... Arris ... telling me that my upstream power levels should be better +45 and +51. ...

Arris began saying this more than a year ago, and it's complete nonsense. Comcast's signal specs are the ones posted in the Connection Troubleshooting Tips Forum article, which says the Upstream Power Level at the modem should be between +35 dBmV and +50 dBmV. Also, +51 dBmV upstream is borderline too high.

 

The modem's upstream power level is controlled automatically by Comcast's equipment and does not need to be above 45 dBmV. Many customers have service that works perfectly fine with upstream power levels below 45 dBmV. Some even operate with the upstream below 35 dBmV. That's because what's important is not the level at the modem, it's the level (and quality) of the modem's signal as received at Comcast. Comcast reps have no control over this, it's automatic and built into the system.

 

The signal levels, SNR values, and error counts you posted all look OK. I see nothing there that would explain the slowdown you are seeing. Could you also post the event or error log?

Highlighted
Frequent Visitor

Re: Arris T25 not getting gig speed

Thanks for the reply, I figured as much, as I never had problems with my service before. I've always gotten above what the tier I was in said it should be. Here is the event/error log:

 

DOCSIS(CM) Events

 

Date Time Event ID Event Level Description
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/27/2020 12:52 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/27/2020 14:05 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/27/2020 14:33 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/27/2020 15:05 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/27/2020 16:56 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/27/2020 17:06 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/27/2020 20:09 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/27/2020 20:21 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/28/2020 9:23 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/28/2020 11:20 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001200 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/28/2020 11:34 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/28/2020 12:01 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001200 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/28/2020 12:12 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/28/2020 13:11 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/28/2020 13:29 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/28/2020 13:32 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/28/2020 13:40 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/28/2020 15:48 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/29/2020 14:10 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/30/2020 8:12 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
7/1/2020 20:19 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
7/2/2020 9:05 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

 PacketCable(MTA) Events

 

Date Time Event ID Description
6/28/2020 13:11 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/28/2020 13:11 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
6/28/2020 13:26 3000000002 MTA RESET:
6/28/2020 13:29 16 MTA TFTP: Successful
6/28/2020 13:29 4000951500 Provisioning Complete
6/28/2020 13:29 26 MTA PROV: Successful!
6/28/2020 13:29 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/28/2020 13:29 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
6/28/2020 13:30 3000000002 MTA RESET:
6/28/2020 13:32 3000000002 MTA RESET:
6/28/2020 13:35 16 MTA TFTP: Successful
6/28/2020 13:35 4000951500 Provisioning Complete
6/28/2020 13:35 26 MTA PROV: Successful!
6/28/2020 13:35 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/28/2020 13:35 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
6/28/2020 13:40 16 MTA TFTP: Successful
6/28/2020 13:40 4000951500 Provisioning Complete
6/28/2020 13:40 26 MTA PROV: Successful!
6/28/2020 13:40 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/28/2020 13:40 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
6/28/2020 15:45 3000000002 MTA RESET:
6/28/2020 15:48 16 MTA TFTP: Successful
6/28/2020 15:48 4000951500 Provisioning Complete
6/28/2020 15:48 26 MTA PROV: Successful!
6/28/2020 15:48 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/28/2020 15:48 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
6/30/2020 3:22 65511 SIP DNS Query Failure
6/30/2020 3:32 65511 SIP DNS Query Failure- Cleared
6/30/2020 6:59 65511 SIP DNS Query Failure
6/30/2020 8:13 16 MTA TFTP: Successful
6/30/2020 8:13 4000951500 Provisioning Complete
6/30/2020 8:13 26 MTA PROV: Successful!
6/30/2020 8:13 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/30/2020 8:13 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
7/1/2020 20:20 16 MTA TFTP: Successful
7/1/2020 20:20 4000951500 Provisioning Complete
7/1/2020 20:20 26 MTA PROV: Successful!
7/1/2020 20:20 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
7/1/2020 20:20 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
7/1/2020 20:46 16 MTA TFTP: Successful
7/1/2020 20:46 4000951500 Provisioning Complete
7/1/2020 20:46 26 MTA PROV: Successful!
7/1/2020 20:46 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
7/1/2020 20:46 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
7/2/2020 9:03 3000000002 MTA RESET:
7/2/2020 9:06 16 MTA TFTP: Successful
7/2/2020 9:06 4000951500 Provisioning Complete
7/2/2020 9:06 26 MTA PROV: Successful!
7/2/2020 9:06 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
7/2/2020 9:06 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
Highlighted
Gold Problem Solver

Re: Arris T25 not getting gig speed


@PCurrao wrote: ... Here is the event/error log: ...

The "Commanded Power Exceeds" and "No Ranging Response received" messages are not good, but I would expect them to accompany connection drops rather than speed problems. I don't know what else to suggest other than getting a Comcast premise tech out to take a look and figure out what's going on.

Highlighted
Frequent Visitor

Re: Arris T25 not getting gig speed

Thank you for taking a look. Now to try to get someone out, since they have been resisting doing that.
Highlighted
Frequent Visitor

Still receiving errors and random disconnects

So, Xfinity told me that the work in my area was done, so went through the usual drill of power cycling everything, having them send a signal to reset and reprovision, etc...
Still getting these errors:

7/6/2020 8:40 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:ca:e0;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Haven't seen the "commanded power exceeded" error, but it has been only a day. Worked all day today, and still experienced slower than expected speeds and random disconnects from my companies VPN.
Over the weekend even installed new splitters just to make sure that the ones I had weren't shot. Any additional recommendations?
Highlighted
Frequent Visitor

Re: Still receiving errors and random disconnects

Technician came out to the house on Saturday, and replaced the cable running from the tap at the street, to my house. He said that there was interference in the line. Unfortunately, still hasn't solved the speed problems. Best I can get is about 630mbps, but usually it averages in the 500's... Also, modem stats look a little different, and I have two concerns:

1) The uncorrectables on channel 24 - Seems pretty high

2) The power level on the upstream channel 2 - Shouldn't it be at least 35?

 

Not exactly sure what else to do at this point. I'm fairly convinced that the issue is further upstream and there is noise. Here are the stats I am getting now:

 

Downstream QAM

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 5 495.00 MHz 3.00 dBmV 37.64 dB 256QAM 634695259 0 0
Downstream 2 2 477.00 MHz 3.70 dBmV 37.64 dB 256QAM 350507691 2 0
Downstream 3 3 483.00 MHz 3.30 dBmV 37.36 dB 256QAM 282190382 0 0
Downstream 4 4 489.00 MHz 3.00 dBmV 38.61 dB 256QAM 290535780 0 0
Downstream 5 6 507.00 MHz 3.10 dBmV 37.64 dB 256QAM 287301166 2 0
Downstream 6 7 513.00 MHz 2.90 dBmV 37.64 dB 256QAM 285463896 0 0
Downstream 7 8 519.00 MHz 2.40 dBmV 37.36 dB 256QAM 283850438 0 0
Downstream 8 9 525.00 MHz 2.30 dBmV 37.36 dB 256QAM 224337413 6 0
Downstream 9 10 531.00 MHz 2.50 dBmV 37.36 dB 256QAM 246505639 2 0
Downstream 10 11 537.00 MHz 2.70 dBmV 37.64 dB 256QAM 278302848 0 0
Downstream 11 12 543.00 MHz 3.10 dBmV 38.61 dB 256QAM 280105486 0 0
Downstream 12 13 555.00 MHz 3.10 dBmV 37.64 dB 256QAM 243752548 12 29
Downstream 13 14 561.00 MHz 2.60 dBmV 37.64 dB 256QAM 277578788 9 0
Downstream 14 15 567.00 MHz 2.10 dBmV 37.64 dB 256QAM 275950830 0 0
Downstream 15 16 573.00 MHz 2.00 dBmV 37.64 dB 256QAM 278931498 0 0
Downstream 16 17 579.00 MHz 2.00 dBmV 37.64 dB 256QAM 619244142 0 0
Downstream 17 18 585.00 MHz 2.10 dBmV 37.64 dB 256QAM 290539245 0 0
Downstream 18 19 591.00 MHz 2.20 dBmV 37.36 dB 256QAM 315274913 0 0
Downstream 19 20 597.00 MHz 1.90 dBmV 37.36 dB 256QAM 323772163 0 0
Downstream 20 21 603.00 MHz 1.60 dBmV 37.36 dB 256QAM 606185389 0 0
Downstream 21 22 609.00 MHz 1.60 dBmV 37.36 dB 256QAM 267944926 0 0
Downstream 22 23 615.00 MHz 1.70 dBmV 37.36 dB 256QAM 267665854 69 0
Downstream 23 24 621.00 MHz 2.00 dBmV 37.36 dB 256QAM 267463160 127 0
Downstream 24 25 627.00 MHz 2.10 dBmV 37.36 dB 256QAM 269781088 306 1030
Downstream 25 26 633.00 MHz 1.80 dBmV 37.36 dB 256QAM 311522494 50 0
Downstream 26 27 639.00 MHz 1.30 dBmV 37.36 dB 256QAM 311423159 0 0
Downstream 27 28 645.00 MHz 0.60 dBmV 37.36 dB 256QAM 310564891 27 24
Downstream 28 29 651.00 MHz 0.20 dBmV 36.61 dB 256QAM 597216888 5 0
Downstream 29 31 657.00 MHz 0.00 dBmV 37.36 dB 256QAM 275323160 0 0
Downstream 30 32 663.00 MHz 0.10 dBmV 36.61 dB 256QAM 271701525 2 0
Downstream 31 33 669.00 MHz 0.50 dBmV 37.36 dB 256QAM 274494957 0 0
Reset FEC Counters

Downstream OFDM

  FFT Type Channel Width(MHz) # of Active Subcarriers First Active Subcarrier(MHz) Last Active Subcarrier(MHz) Average RxMER(dB)
Pilot PLC Data
Downstream 2 4K 82 1640 673 754 43 37 37
 

Upstream QAM

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 35.80 MHz 36.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 16.60 MHz 34.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 3 23.00 MHz 35.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 29.40 MHz 35.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

Upstream OFDM

  FFT Type Channel Width(MHz) # of Active Subcarriers First Active Subcarrier(MHz) Last Active Subcarrier(MHz) Tx Power(dBmV)

 Status
System Uptime: 0 d: 3 h: 31 m
Computers Detected: staticCPE(1), dynamicCPE(1)
CM Status: Telephony-Reg Complete
Time and Date: Mon 2020-07-13 19:53:55

 Interface Parameters

 Diplexer
  Upstream Range Downstream Range Current Band Setting
Band 0 5 MHz-85 MHz 108 MHz-1002 MHz  
Band 1 5 MHz-42 MHz 108 MHz-1002 MHz X

 

Highlighted
Frequent Visitor

Re: Still receiving errors and random disconnects

Now this morning channel 24 is over 2k uncorrectable, and channel 27 is trying to catch up, at over 1k.

Channel 2 of upstream is still at 34.5 power. Doesn't look like any fluctuations there.
Highlighted
Frequent Visitor

Re: Still receiving errors and random disconnects

Uncorrectables creeping up on other channels. Called in and spoke to someone. Got the usual "Everything looks fine from my end!"

 

Downstream QAM

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 5 495.00 MHz 1.30 dBmV 37.64 dB 256QAM 3092120454 0 0
Downstream 2 2 477.00 MHz 2.00 dBmV 37.64 dB 256QAM 712927238 2 0
Downstream 3 3 483.00 MHz 1.50 dBmV 37.64 dB 256QAM 542501470 0 0
Downstream 4 4 489.00 MHz 1.20 dBmV 37.64 dB 256QAM 558239392 0 0
Downstream 5 6 507.00 MHz 1.40 dBmV 37.64 dB 256QAM 584152988 2 0
Downstream 6 7 513.00 MHz 1.30 dBmV 37.36 dB 256QAM 582340999 0 0
Downstream 7 8 519.00 MHz 0.80 dBmV 37.36 dB 256QAM 580973426 0 0
Downstream 8 9 525.00 MHz 0.70 dBmV 37.64 dB 256QAM 412057112 6 0
Downstream 9 10 531.00 MHz 0.70 dBmV 37.64 dB 256QAM 446740398 2 0
Downstream 10 11 537.00 MHz 0.80 dBmV 37.64 dB 256QAM 515819517 0 0
Downstream 11 12 543.00 MHz 1.30 dBmV 38.61 dB 256QAM 517620711 0 0
Downstream 12 13 555.00 MHz 1.30 dBmV 37.64 dB 256QAM 437111409 15 29
Downstream 13 14 561.00 MHz 0.80 dBmV 37.64 dB 256QAM 530220555 9 0
Downstream 14 15 567.00 MHz 0.50 dBmV 37.64 dB 256QAM 528245719 0 0
Downstream 15 16 573.00 MHz 0.20 dBmV 37.64 dB 256QAM 531488614 2 0
Downstream 16 17 579.00 MHz 0.10 dBmV 37.64 dB 256QAM 2954753947 0 0
Downstream 17 18 585.00 MHz 0.30 dBmV 37.64 dB 256QAM 576778334 0 0
Downstream 18 19 591.00 MHz 0.30 dBmV 37.64 dB 256QAM 639824739 0 0
Downstream 19 20 597.00 MHz 0.20 dBmV 37.64 dB 256QAM 752027206 9 0
Downstream 20 21 603.00 MHz -0.40 dBmV 37.64 dB 256QAM 3025644022 8 0
Downstream 21 22 609.00 MHz -0.20 dBmV 37.64 dB 256QAM 650721314 0 0
Downstream 22 23 615.00 MHz -0.10 dBmV 37.36 dB 256QAM 652471477 261 0
Downstream 23 24 621.00 MHz 0.10 dBmV 37.64 dB 256QAM 655211320 401 78
Downstream 24 25 627.00 MHz 0.40 dBmV 37.64 dB 256QAM 499627905 986 2166
Downstream 25 26 633.00 MHz 0.00 dBmV 37.64 dB 256QAM 637176864 137 0
Downstream 26 27 639.00 MHz -0.40 dBmV 37.36 dB 256QAM 636938197 77 40
Downstream 27 28 645.00 MHz -1.10 dBmV 37.36 dB 256QAM 634369185 232 142
Downstream 28 29 651.00 MHz -1.60 dBmV 36.61 dB 256QAM 2932140932 270 2133
Downstream 29 31 657.00 MHz -1.70 dBmV 37.36 dB 256QAM 584647019 7 0
Downstream 30 32 663.00 MHz -1.70 dBmV 36.61 dB 256QAM 574889203 2 0
Downstream 31 33 669.00 MHz -1.50 dBmV 37.36 dB 256QAM 580275203 0 0
Highlighted
Frequent Visitor

Re: Still receiving errors and random disconnects

Anyone know what could cause this? Anyhing I can do to troubleshoot? Just coincidence that I'm getting all these uncorrectables after a tech replaced the line to my house?

 

Downstream QAM

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 5 495.00 MHz 3.10 dBmV 37.64 dB 256QAM 5102168865 0 0
Downstream 2 2 477.00 MHz 3.70 dBmV 37.64 dB 256QAM 1314825366 2 0
Downstream 3 3 483.00 MHz 3.40 dBmV 37.64 dB 256QAM 1016632029 0 0
Downstream 4 4 489.00 MHz 3.00 dBmV 38.61 dB 256QAM 1036334251 0 0
Downstream 5 6 507.00 MHz 3.10 dBmV 37.64 dB 256QAM 1078863543 2 0
Downstream 6 7 513.00 MHz 2.90 dBmV 37.64 dB 256QAM 1075136682 0 0
Downstream 7 8 519.00 MHz 2.50 dBmV 37.64 dB 256QAM 1075962254 0 0
Downstream 8 9 525.00 MHz 2.40 dBmV 37.64 dB 256QAM 787936553 6 0
Downstream 9 10 531.00 MHz 2.60 dBmV 37.64 dB 256QAM 869519743 2 0
Downstream 10 11 537.00 MHz 2.80 dBmV 37.36 dB 256QAM 1016380044 0 0
Downstream 11 12 543.00 MHz 3.20 dBmV 38.61 dB 256QAM 1013923094 0 0
Downstream 12 13 555.00 MHz 3.30 dBmV 37.64 dB 256QAM 883286195 15 29
Downstream 13 14 561.00 MHz 2.70 dBmV 37.36 dB 256QAM 1040854054 9 0
Downstream 14 15 567.00 MHz 2.30 dBmV 37.64 dB 256QAM 1039196415 0 0
Downstream 15 16 573.00 MHz 2.10 dBmV 37.64 dB 256QAM 1044746210 2 0
Downstream 16 17 579.00 MHz 2.10 dBmV 37.36 dB 256QAM 4919392845 0 0
Downstream 17 18 585.00 MHz 2.30 dBmV 37.64 dB 256QAM 1091962339 0 0
Downstream 18 19 591.00 MHz 2.30 dBmV 37.64 dB 256QAM 1193027256 0 0
Downstream 19 20 597.00 MHz 2.10 dBmV 37.64 dB 256QAM 1357498900 9 0
Downstream 20 21 603.00 MHz 1.70 dBmV 37.64 dB 256QAM 4981823789 8 0
Downstream 21 22 609.00 MHz 1.80 dBmV 37.64 dB 256QAM 1177199108 0 0
Downstream 22 23 615.00 MHz 1.90 dBmV 37.36 dB 256QAM 1177475088 460 0
Downstream 23 24 621.00 MHz 2.10 dBmV 37.36 dB 256QAM 1182051040 653 78
Downstream 24 25 627.00 MHz 2.20 dBmV 37.36 dB 256QAM 891998931 1511 4431
Downstream 25 26 633.00 MHz 2.00 dBmV 37.64 dB 256QAM 1093469577 336 1049
Downstream 26 27 639.00 MHz 1.50 dBmV 37.36 dB 256QAM 1094567574 139 40
Downstream 27 28 645.00 MHz 0.80 dBmV 37.36 dB 256QAM 1090988083 351 251
Downstream 28 29 651.00 MHz 0.40 dBmV 36.61 dB 256QAM 4777068031 315 2173
Downstream 29 31 657.00 MHz 0.20 dBmV 37.36 dB 256QAM 965468524 10 0
Downstream 30 32 663.00 MHz 0.20 dBmV 36.61 dB 256QAM 958260197 56 21
Downstream 31 33 669.00 MHz 0.60 dBmV 37.36 dB 256QAM 963148764 0 0
Highlighted
Gold Problem Solver

Re: Still receiving errors and random disconnects


@PCurrao wrote: Anyone know what could cause this? Anyhing I can do to troubleshoot? ...

Are you having any problems with your Internet service? If not, don't sweat the numbers. If so, you really have no choice but to keep leaning on Comcast until the find and fix the cause.

Highlighted
Frequent Visitor

Re: Still receiving errors and random disconnects

Yes, still having problems. Issues are:
1 - Fastest speed test I've had is around 630mbps

2 - A few random disconnects/reconnects while I'm working during the day

3 - Buffering while I'm watching some streaming services, which I have never experienced during the 7 years I've lived in this house even with my old 300mbps package

I was really hoping when the tech replaced the cable from the house to the street, it would solve it, but no luck. Seems they are sending another tech out tomorrow, hopefully they are motivated to see that's going on.
Highlighted
Frequent Visitor

Re: Still receiving errors and random disconnects

BruceW,

In the troubleshooting guide, it said upstream power levels should be greater than 35.
One of my channels (after the cable out front was replaced) only gets as high as 34.5. Could this be an indicator of something?
Doubt that has a direct link to my speed issues, but maybe something to point them in the right direction?

I keep seeing people mention that there are techs that can see statistics that we don't see on our modem status pages. Is that what the techs are reading when they come out?
Highlighted
Gold Problem Solver

Re: Still receiving errors and random disconnects


@PCurrao wrote: ... In the troubleshooting guide, it said upstream power levels should be greater than 35. ...

Mostly what the techs can see that we can't is the levels and quality of the modem signals as received at Comcast. The modem's transmit level, for instance, is not important in itself. What's important is the level and quality of the modem's signals as they are received. You can try to get these from a Comcast phone or chat rep if you want. Some know how to read them, but in my experience, many don't.

 

As mentioned in the troubleshooting guide you'd be asking for the Upstream Signal to Noise Ratio (should be +31dB or more), Upstream Receive Power (should be between -2 dBmV and +2 dBmV), and ICFR (should be 2 dB or less). Comcast's equipment automatically sends commands to the modem to adjust its transmit power so that the signal they receive is as close to 0 dBmV as possible.