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Connectivity Issues in Denver?

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Frequent Visitor

Connectivity Issues in Denver?

Anyone know if there is some issue in Denver? My model drops daily or multiple times per day. This is the only devices connected via coax and it is directly connected to the line coming into the house. Here is what I see in the logs:
 
2020-11-18, 09:16:20 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-11-18, 09:15:54 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-11-18, 09:14:06 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-11-18, 09:13:33 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-11-18, 09:10:12 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-11-18, 09:09:47 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-11-18, 09:08:17 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
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=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;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=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;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=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;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=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;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=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;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=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;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=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;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=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 18:26:09 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 13:10:47 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;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=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;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=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;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=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;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=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-08-07, 00:37:40 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-08-07, 00:24:31 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-08-07, 00:24:26 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-08-07, 00:23:47 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-08-07, 00:23:47 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-08-07, 00:23:30 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
2020-08-07, 00:23:29 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=WOULDNTYOULIKETOKNOW;CMTS-MAC=WOULDNTYOULIKETOKNOW;CM-QOS=1.1;CM-VER=3.1;
 
Here are the signal strengths:
 
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Expert

Re: Connectivity Issues in Denver?

First. It's not necessary to block out the CMTS MAC addy. Only the CM MAC addy.

 

The stats at that snapshot in time were o/k. Ever notice them fluctuating widely ? Have you called in about this ? The reps have more diagnostic tools that can read more signal data than the modem can. What is the exact make and model number of the modem ?

 

 



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Frequent Visitor

Re: Connectivity Issues in Denver?

I blanked out the MAC programatically... 

 

No, the SNRs have been stable, haven't seen them fluctuate.  But the disconnects vary wildly, sometimes 5 or more times per day and sometimes only once per day.

 

I have called, comcast doesn't want to send a tech without charging me $70....

 

The model is a CM1000, firmware version 7.01.01, hardware version 2.02

 

Other than me buying another modem, which would be extremely frustrating if that isn't it, comcast won't troubleshoot the line.

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Expert

Re: Connectivity Issues in Denver?

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 !

 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

Re: Connectivity Issues in Denver?

FYI, the case number for my call is CR937545126

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Frequent Visitor

Re: Connectivity Issues in Denver?

and it dropped again...

 

2020-11-18, 10:57:44 Warning (5) MDD message timeout;CM-MAC=0;CMTS-MAC=00:01:5c:87:0c:68;CM-QOS=1.1;CM-VER=3.1;

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Official Employee

Re: Connectivity Issues in Denver?

Oh no! We want to help, mlody11. Please send me a PM with your first and last name so we can take a look into some additional diagnostics for you.

 

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

 

Talk soon.


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

Re: Connectivity Issues in Denver?

Hi Morgan, Did you get a chance to look at this?

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Official Employee

Re: Connectivity Issues in Denver?

Hi, mlody11. I sure did! I am in the process of replying to your PM now. Thank you so much for your patience. Chat with you shortly!


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!