Comcast can't fix my Internet problem - Xfinity Help and Support Forums

Lt923 · ‎06-13-2020

Hello,

I've recently been talking with comcast for a few weeks now about my internet problems. First they said it was my Modem and that I had to get it changed or contact manufacturer about the problem and that's what I did. I told my modem's manufacturer [Motorola] about the issue and what comcast had said. They then proceed to tell me about the log erros in my modem and tell me it has to do with my coax cables. A week later xfinity comes to my house, changes a coax cable and it results the coax cable was badly damaged and so they replaced it. After the technician left I tried my internet and the problem still persist, they didn't fix anything. My speeds are still dropping every few minutes, is becoming a big issue now. Im paying for 200mbps down and 10mbps up, I think is enough with this bad service.

Modem: Motorola MB8600

Router: NETGEAR R6700v3

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	5	363.0	8.9	44.2	0	0
2	Locked	QAM256	1	339.0	8.8	44.3	0	0
3	Locked	QAM256	2	345.0	8.8	44.3	0	0
4	Locked	QAM256	3	351.0	8.9	44.4	0	0
5	Locked	QAM256	4	357.0	8.8	44.2	0	0
6	Locked	QAM256	6	369.0	8.7	43.9	0	0
7	Locked	QAM256	7	375.0	8.6	44.2	0	0
8	Locked	QAM256	8	381.0	8.8	44.1	0	0
9	Locked	QAM256	9	387.0	8.5	44.2	0	0
10	Locked	QAM256	10	393.0	8.7	44.4	0	0
11	Locked	QAM256	11	399.0	8.5	43.8	0	0
12	Locked	QAM256	12	405.0	8.3	44.1	0	0
13	Locked	QAM256	13	411.0	8.4	44.1	0	0
14	Locked	QAM256	14	417.0	8.1	43.9	0	0
15	Locked	QAM256	15	423.0	8.1	43.9	0	0
16	Locked	QAM256	16	429.0	8.3	44.1	0	0
17	Locked	QAM256	17	435.0	8.3	43.9	0	0
18	Locked	QAM256	18	441.0	8.1	43.7	0	0
19	Locked	QAM256	19	453.0	7.9	43.9	0	0
20	Locked	QAM256	20	459.0	7.9	43.8	4	0
21	Locked	QAM256	21	465.0	7.8	43.7	19	22
22	Locked	QAM256	22	471.0	7.7	43.6	52	8
23	Locked	QAM256	23	477.0	7.6	43.0	79	29
24	Locked	QAM256	24	483.0	7.5	43.5	186	158
25	Locked	QAM256	25	489.0	7.4	43.4	248	617
26	Locked	QAM256	26	495.0	7.3	43.6	263	873
27	Locked	QAM256	27	501.0	7.4	43.5	476	1207
28	Locked	QAM256	28	507.0	7.5	43.4	692	1580
29	Locked	QAM256	29	513.0	7.4	43.4	869	2368
30	Locked	QAM256	30	519.0	7.2	43.2	845	2630
31	Locked	QAM256	31	525.0	7.1	42.9	724	2037
32	Locked	QAM256	32	531.0	7.1	43.1	448	1245

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	1	5120	35.8	38.0
2	Locked	SC-QAM	2	5120	29.4	38.0
3	Locked	SC-QAM	3	5120	23.0	37.5

Log

Time	Priority	Description
08:04:22 Wed Jun 10 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:07:07 Wed Jun 10 2020	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:07:14 Wed Jun 10 2020	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:08:57 Wed Jun 10 2020	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:10:09 Wed Jun 10 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:30:14 Wed Jun 10 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:30:14 Wed Jun 10 2020	Critical (3)	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:30:14 Wed Jun 10 2020	Critical (3)	16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:30:16 Wed Jun 10 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:30:16 Wed Jun 10 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:30:17 Wed Jun 10 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:30:20 Wed Jun 10 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:30:22 Wed Jun 10 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:30:29 Wed Jun 10 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:30:48 Wed Jun 10 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:31:20 Wed Jun 10 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:31:34 Wed Jun 10 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:32:14 Wed Jun 10 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:34:10 Wed Jun 10 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:34:11 Wed Jun 10 2020	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:34:22 Wed Jun 10 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
08:34:29 Wed Jun 10 2020	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
16:07:42 Wed Jun 10 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
16:19:42 Wed Jun 10 2020	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
16:19:55 Wed Jun 10 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
20:51:40 Wed Jun 10 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
09:10:15 Sat Jun 13 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4f:2e:50;CMTS-MAC=00:01:5c:88:0e:71;CM-QOS=1.1;CM-VER=3.1;