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Error Codes plus not getting good upload/download speeds (gig plan)

Zachfully
Frequent Visitor

Error Codes plus not getting good upload/download speeds (gig plan)

Can someone tell what the problem is? I will post the error codes and connection information below. Thank you!

 

 

 

 

  00:58:22
Thu Feb 4 2021
 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:6f:46:7b;CMTS-MAC=00:01:5c:63:c6:48;CM-QOS=1.1;CM-VER=3.1;
   22:28:58
Sat Feb 6 2021
 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=00:40:36:6f:46:7b;CMTS-MAC=00:01:5c:63:c6:48;CM-QOS=1.1;CM-VER=3.1;
   22:29:33
Sat Feb 6 2021
 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=00:40:36:6f:46:7b;CMTS-MAC=00:01:5c:63:c6:48;CM-QOS=1.1;CM-VER=3.1;
   09:09:32
Mon Feb 8 2021
 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:6f:46:7b;CMTS-MAC=00:01:5c:63:c6:48;CM-QOS=1.1;CM-VER=3.1;
   09:09:32
Mon Feb 8 2021
 Warning (5) MDD message timeout;CM-MAC=00:40:36:6f:46:7b;CMTS-MAC=00:01:5c:63:c6:48;CM-QOS=1.1;CM-VER=3.1;
   09:09:38
Mon Feb 8 2021
 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:6f:46:7b;CMTS-MAC=00:01:5c:63:c6:48;CM-QOS=1.1;CM-VER=3.1;
   09:09:38
Mon Feb 8 2021
 Warning (5) MDD message timeout;CM-MAC=00:40:36:6f:46:7b;CMTS-MAC=00:01:5c:63:c6:48;CM-QOS=1.1;CM-VER=3.1;
   09:10:40
Mon Feb 8 2021
 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:6f:46:7b;CMTS-MAC=00:01:5c:63:c6:48;CM-QOS=1.1;CM-VER=3.1;
   09:11:32
Mon Feb 8 2021
 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:40:36:6f:46:7b;CMTS-MAC=00:01:5c:63:c6:48;CM-QOS=1.1;CM-VER=3.1;
   09:11:53
Mon Feb 8 2021
 Notice (6) Honoring MDD; IP provisioning mode = IPv6
   09:12:18
Mon Feb 8 2021
 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=00:40:36:6f:46:7b;CMTS-MAC=00:01:5c:63:c6:48;CM-QOS=1.1;CM-VER=3.1;

 

 

Connection
   Startup Sequence
 

 

  
   Startup StepStatusComment
 

 



  
   Acquire Downstream Channel453000000 HzLocked
 

 


  
   Upstream ConnectionOKOperational
 

 


  
   Boot StateOKOperational
 

 



  
   Configuration FileOK 
 

 


  
   SecurityEnabledBPI+
 

 


  


   Connection Status
 

 

  
   System Up Time16 days 15h:45m:40s 
 

 


  
   Network AccessAllowed 
 

 


  


   Downstream Bonded Channels
 

 

 
 

 


  
   ChannelLock StatusModulationChannel IDFreq. (MHz)Pwr (dBmV)SNR (dB)CorrectedUncorrected
   1LockedQAM2564453.04.140.21196970
   2LockedQAM2565459.04.240.31058783
   3LockedQAM2566465.04.040.157669495
   4LockedQAM2567471.03.940.112741661
   5LockedQAM2568477.03.936.312961704
   6LockedQAM2569483.03.939.611881652
   7LockedQAM25610489.04.039.411281905
   8LockedQAM25611495.03.839.312732220
   9LockedQAM25612507.04.040.210882008
   10LockedQAM25613513.04.040.29901629
   11LockedQAM25614519.04.040.210241599
   12LockedQAM25615525.04.040.110111583
   13LockedQAM25616531.04.140.29801568
   14LockedQAM25617537.04.340.29211568
   15LockedQAM25618543.04.240.29651512
   16LockedQAM25619549.04.140.18591601
   17LockedQAM25620555.04.138.09301568
   18LockedQAM25621561.04.337.69781520
   19LockedQAM25622567.04.239.19601570
   20LockedQAM25623573.04.239.710231557
   21LockedQAM25624579.04.238.310181541
   22LockedQAM25625585.04.238.610001571
   23LockedQAM25626591.04.137.811581517
   24LockedQAM25627597.04.038.510091550
   25LockedQAM25628603.04.137.811481616
   26LockedQAM25629609.04.039.310001646
   27LockedQAM25630615.04.139.910461560
   28LockedQAM25631621.03.939.79221568
   29LockedQAM25632627.03.639.39631644
   30LockedQAM25633633.03.439.48861619
   31LockedQAM25634639.03.739.78721494
   32LockedOFDM PLC48805.04.139.01766189598312


   Upstream Bonded Channels
 

 

 
 

 


  
   ChannelLock StatusChannel TypeChannel IDSymb. Rate (Ksym/sec)Freq. (MHz)Pwr (dBmV)
   1LockedSC-QAM17512036.543.8
   2LockedSC-QAM18512030.145.0
   3LockedSC-QAM19512023.745.3
   4LockedSC-QAM20512017.345.8


   Downstream Frequency Setting
 

 

  
   Downstream Frequency Select
  
 

 


  



   LAG Enable/Disable
 

 

  
   LAG(Link Aggregation Group, or Ethernet Port Bonding) Disable Enable    
 

 



  

 

Zachfully
Frequent Visitor

Re: Error Codes plus not getting good upload/download speeds (gig plan)

I have the gigabit service and during the day I'm only getting 25 upload speed and 700 download and also getting intermittent packet loss. Can somebody help me? Maybe @ComcastRob 

ComcastJosephB
Official Employee

Re: Error Codes plus not getting good upload/download speeds (gig plan)

Hello, @Zachfully. We are glad to help with your internet service. Can you please send me a private message including your first and last name and service address? We will get to the bottom of this upload speed issue and this latency. If you have never sent us a PM this link can come in handy. The "Private Messenger" section at the bottom is a good reference. https://comca.st/3cR9JWx


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!
Zachfully
Frequent Visitor

Re: Error Codes plus not getting good upload/download speeds (gig plan)

UPDATE 02/11/2021 2:57pm : 

The technician(subcontractor for Comcast) just left my house and said he will need to escalate/ talk to Comcast and have someone with a lift truck come on Monday morning to work on the main line. He said I should be getting a confirmation soon to confirm the escalated apointment. Just waiting now for that confirmation.

ComcastMorgan
Official Employee

Re: Error Codes plus not getting good upload/download speeds (gig plan)

Thanks again for the update, Zachfully. We are committed to following this through to completion and we will continue to keep an eye on this as that next appointment gets established. We will be in touch with you here via PM again soon. Take care!


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!
Zachfully
Frequent Visitor

Re: Error Codes plus not getting good upload/download speeds (gig plan)

UPDATE 02/12/2021: The technician never escalated the ticket and I never got a confirmation for my apppointment that he said would be scheduling on this coming Monday. I had to call in again tonight and had the rep escalate my ticket and will be getting a call on Monday in regards to when a qualified technician that has a lift and is authorized to work on the main line will be out. What a headache. Hopefully the "run-around" will be over soon and I'll get someone to fix the issue.