CM-Status

[djwoodward]

I've been having issues with my internetspeed being much slower than usual lately and gaming is almost impossible due to the lag. I've chatted with 2 xfinity assitants and had a tech out to my house,  with no luck. 

I've noticed in the modem's event log it has a lot of errors and a few channels aren't locked on to. 

Any help would be appreciated. 

Event log

08/19/2020 19:22	74010100	6	"CM-STATUS message sent. Event Type Code: 2; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ec:a9:40:f1:b6:85;CMTS-MAC=a0:f8:49:6b:d1:5a;CM-QOS=1.1;CM-VER=3.1;"
08/19/2020 19:22	74010100	6	"CM-STATUS message sent. Event Type Code: 5; Chan ID: 34 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ec:a9:40:f1:b6:85;CMTS-MAC=a0:f8:49:6b:d1:5a;CM-QOS=1.1;CM-VER=3.1;"
08/19/2020 19:21	74010100	6	"CM-STATUS message sent. Event Type Code: 2; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ec:a9:40:f1:b6:85;CMTS-MAC=a0:f8:49:6b:d1:5a;CM-QOS=1.1;CM-VER=3.1;"
08/19/2020 19:21	74010100	6	"CM-STATUS message sent. Event Type Code: 5; Chan ID: 34 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ec:a9:40:f1:b6:85;CMTS-MAC=a0:f8:49:6b:d1:5a;CM-QOS=1.1;CM-VER=3.1;"

Channel info

Channel ID	Lock Status	Modulation	Frequency	Power	SNR/MER	Corrected	Uncorrectables
37	Locked	QAM256	771000000 Hz	-2.6 dBmV	38.9 dB	0	0
9	Locked	QAM256	603000000 Hz	-1.1 dBmV	39.9 dB	0	0
10	Locked	QAM256	609000000 Hz	-1.2 dBmV	39.9 dB	0	0
11	Locked	QAM256	615000000 Hz	-1.3 dBmV	39.6 dB	0	0
12	Locked	QAM256	621000000 Hz	-1.5 dBmV	39.7 dB	0	0
13	Locked	QAM256	627000000 Hz	-1.2 dBmV	39.8 dB	0	0
14	Locked	QAM256	633000000 Hz	-1.5 dBmV	39.6 dB	0	0
15	Locked	QAM256	639000000 Hz	-1.4 dBmV	39.4 dB	0	0
16	Locked	QAM256	645000000 Hz	-1.4 dBmV	39.5 dB	0	0
17	Locked	QAM256	651000000 Hz	-1.3 dBmV	39.5 dB	0	0
18	Locked	QAM256	657000000 Hz	-1.2 dBmV	39.7 dB	0	0
19	Locked	QAM256	663000000 Hz	-1.3 dBmV	39.7 dB	0	0
20	Locked	QAM256	669000000 Hz	-1.4 dBmV	39.5 dB	0	0
21	Locked	QAM256	675000000 Hz	-1.5 dBmV	38.7 dB	0	0
22	Locked	QAM256	681000000 Hz	-1.8 dBmV	39.6 dB	0	0
23	Locked	QAM256	687000000 Hz	-1.6 dBmV	39.6 dB	0	0
24	Locked	QAM256	693000000 Hz	-1.7 dBmV	39.6 dB	0	0
25	Locked	QAM256	699000000 Hz	-1.7 dBmV	39.7 dB	0	0
26	Locked	QAM256	705000000 Hz	-1.9 dBmV	39.6 dB	0	0
27	Locked	QAM256	711000000 Hz	-1.8 dBmV	39.7 dB	0	0
28	Locked	QAM256	717000000 Hz	-1.9 dBmV	39.5 dB	0	0
29	Locked	QAM256	723000000 Hz	-2.0 dBmV	39.4 dB	0	0
30	Locked	QAM256	729000000 Hz	-2.0 dBmV	38.8 dB	0	0
31	Locked	QAM256	735000000 Hz	-2.4 dBmV	0.0 dB	56083	0
32	Not Locked	Unknown	741000000 Hz	-2.1 dBmV	0.0 dB	1056	0
33	Locked	QAM256	747000000 Hz	-2.3 dBmV	30.0 dB	550405	467365
34	Locked	QAM256	753000000 Hz	-2.4 dBmV	28.0 dB	450908	378724
35	Locked	QAM256	759000000 Hz	-2.4 dBmV	33.4 dB	332401	34668
36	Locked	QAM256	765000000 Hz	-2.4 dBmV	35.3 dB	279360	308221
38	Locked	QAM256	777000000 Hz	-2.9 dBmV	38.7 dB	0	0
39	Locked	QAM256	783000000 Hz	-2.8 dBmV	38.8 dB	0	0
40	Locked	QAM256	789000000 Hz	-2.7 dBmV	38.7 dB	0	0
159	Locked	Other	957000000 Hz	-3.4 dBmV	36.5 dB	71614849	0

[CCAndrew]

Your modem’s snr is out of whack between ch 31-36, 2 channels have none at all. Probably need a second tech, check these same levels after they fix and before they leave.

[djwoodward]

Comcast is refusing to send out a tech. My last conversation with them went like this:

"If there are errors on the modem itself. You need to contact Arris so that they can reconfigure their modem since we cannot reconfigure a 3rd party modem."

"System is showing here no problems with our internet signal."

"Modem firmware are handled and managed by the modem's manufacturer."

Is there any truth to this? anythign I can do to convince xfinity assistant to fix their coax lines outside my house?

[CCAndrew]

It’s been escalated to an Official Employee, they’ll get a tech out for you

[ComcastMichael]

Greetings, @djwoodward! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear about the issues you are having with your speed. I know it can get pretty frustrating when you're trying to get the edge in gaming only for the speed to drop out on you. I would like to see what we can do for you. Can you please send me a PM with your first and last name so I may further assist you?

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