As the title states, I am randomly losing internet connectivity rather frequently. Multiple times per day, connectivity drops for approximately 2-10 minutes. During this time, internet connectivity to external websites drops first, followed by connectivity to the modem.
The modem is a Netgear CM1000v2 modem, which is one of the xfinity approved modems with DOCSIS 3.1 for my gigabit internet package. Every time connectivity is lost, when I log into the modem and check the log, "Critical(3) Started Unicast Maintenance Ranging - No Response received - T3 time-out" is the most recent entry. The modem is connected to the coax outlet directly inside the house from where the coax from the pole enters the house. It is a direct connection, with no splitters, to the outside line.
In the process of troubleshooting, I have eliminated and removed all other devices from my network and plugged my laptop directly into the modem, and the problem still persists. Since COVID19, I have been working from home and this has been very annoying to keep getting dropped from meetings and calls.
Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
Thank you for assisting. Here is what I have:
Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked QAM256 17 531000000 Hz 6.0 dBmV 42.7 dB 1547106740 337 405 2 Locked QAM256 10 483000000 Hz 6.5 dBmV 43.1 dB 1546102290 334 500 3 Locked QAM256 11 489000000 Hz 6.6 dBmV 42.9 dB 1546086025 342 443 4 Locked QAM256 12 495000000 Hz 6.6 dBmV 42.9 dB 1546109822 392 471 5 Locked QAM256 13 507000000 Hz 6.5 dBmV 42.9 dB 1546114840 324 475 6 Locked QAM256 14 513000000 Hz 6.5 dBmV 42.8 dB 1546118040 314 475 7 Locked QAM256 15 519000000 Hz 6.1 dBmV 42.7 dB 1546121206 351 447 8 Locked QAM256 16 525000000 Hz 6.1 dBmV 42.5 dB 1546125294 326 447 9 Locked QAM256 18 537000000 Hz 5.9 dBmV 42.5 dB 1546134452 333 410 10 Locked QAM256 19 543000000 Hz 6.0 dBmV 42.6 dB 1546139127 285 462 11 Locked QAM256 20 549000000 Hz 6.0 dBmV 42.6 dB 1546141902 319 422 12 Locked QAM256 21 555000000 Hz 5.9 dBmV 42.5 dB 1546145713 273 457 13 Locked QAM256 22 561000000 Hz 6.0 dBmV 42.6 dB 1546149737 255 451 14 Locked QAM256 23 567000000 Hz 5.9 dBmV 42.4 dB 1546153875 279 471 15 Locked QAM256 24 573000000 Hz 5.9 dBmV 42.3 dB 1546157622 310 440 16 Locked QAM256 25 579000000 Hz 6.1 dBmV 42.6 dB 1546161554 298 474 17 Locked QAM256 26 585000000 Hz 6.1 dBmV 42.5 dB 1546173461 246 420 18 Locked QAM256 27 591000000 Hz 6.3 dBmV 42.6 dB 1546161519 286 410 19 Locked QAM256 28 597000000 Hz 5.9 dBmV 42.4 dB 1546160721 256 452 20 Locked QAM256 30 603000000 Hz 6.0 dBmV 42.2 dB 1546149407 269 446 21 Locked QAM256 31 609000000 Hz 5.8 dBmV 42.4 dB 1546155060 228 448 22 Locked QAM256 32 615000000 Hz 5.8 dBmV 42.4 dB 1546159462 142 465 23 Locked QAM256 33 621000000 Hz 6.2 dBmV 42.4 dB 1546163272 236 440 24 Locked QAM256 34 627000000 Hz 6.3 dBmV 42.6 dB 1546166631 198 437 25 Locked QAM256 35 633000000 Hz 6.3 dBmV 42.5 dB 1546171518 256 454 26 Locked QAM256 36 639000000 Hz 6.4 dBmV 42.4 dB 1546174902 237 359 27 Locked QAM256 37 645000000 Hz 6.6 dBmV 42.5 dB 1546178599 223 481 28 Locked QAM256 38 651000000 Hz 6.6 dBmV 42.5 dB 1546182793 227 403 29 Locked QAM256 39 657000000 Hz 6.5 dBmV 42.5 dB 1546184786 233 402 30 Locked QAM256 40 663000000 Hz 6.6 dBmV 42.5 dB 1546188926 234 401 31 Locked QAM256 41 669000000 Hz 6.3 dBmV 42.6 dB 1546189249 267 416 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0
Upstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power 1 Locked ATDMA 1 17300000 Hz 42.3 dBmV 2 Locked ATDMA 2 23700000 Hz 41.8 dBmV 3 Locked ATDMA 3 30100000 Hz 42.0 dBmV 4 Locked ATDMA 4 36500000 Hz 41.5 dBmV 5 Not Locked Unknown 0 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Hz 0.0 dBmV
Downstream OFDM Channels Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked 0, 1, 2, 3 29 690000000 Hz 7.0 dBmV 41.8 dB 1108 ~ 2987 55983210 35500449 3 2 Not Locked 0 0 0 Hz 3.7 dBmV 0.0 dB 0 ~ 4095 0 0 0
Upstream OFDMA Channels Channel Lock Status Modulation / Profile ID Channel ID Frequency Power 1 Not Locked Unknown 0 0 Hz 0 dBmV 2 Not Locked Unknown 0 0 Hz 0 dBmV
The signal stats are very good. Please post the error log entries in their entirety.
Here is the modem's error log from yesterday evening. (MAC address redacted)
Time Priority Description 2020-08-22, 18:10:48 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 18:04:05 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 18:03:37 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 18:03:33 Warning (5) Dynamic Range Window violation 2020-08-22, 18:03:33 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 18:03:33 Warning (5) Dynamic Range Window violation 2020-08-22, 18:03:33 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 18:03:33 Warning (5) Dynamic Range Window violation 2020-08-22, 18:03:33 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 18:03:33 Warning (5) Dynamic Range Window violation 2020-08-22, 18:03:33 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 11:59:47 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 11:59:37 Notice (6) Honoring MDD; IP provisioning mode = IPv6 2020-08-22, 11:59:26 Critical (3) No Ranging Response received - T3 time-outCM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 11:59:15 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 11:59:00 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 11:58:59 Critical (3) Received Response to Broadcast Maintenance Request But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 11:58:57 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 11:58:57 Notice (6) CM-STATUS message sent. Event Type Code: 6; Chan ID: 1; DSID: NIA; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 11:58:56 Critical (3) Received Response to Broadcast Maintenance Request But no Unicast Maintenance opportunities received - T4 time outCM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 11:54:15 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 11:42:44 Warning (5) Dynamic Range Window violation 2020-08-22, 11:42:44 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 11:42:41 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 11:42:32 Notice (6) Honoring MDD; IP provisioning mode = IPv6 2020-08-22, 11:42:17 Critical (3) Received Response to Broadcast Maintenance Request But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-22, 11:42:16 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
And here is the error log from today as of now. (MAC address redacted)
Time Priority Description 2020-08-23, 13:13:44 Warning (5) Dynamic Range Window violation 2020-08-23, 13:13:44 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 13:12:29 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 13:12:00 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 13:11:49 Warning (5) Dynamic Range Window violation 2020-08-23, 13:11:49 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 13:11:49 Warning (5) Dynamic Range Window violation 2020-08-23, 13:11:49 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 13:11:49 Warning (5) Dynamic Range Window violation 2020-08-23, 13:11:49 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 11:30:36 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 10:56:02 Warning (5) Dynamic Range Window violation 2020-08-23, 10:56:02 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 10:56:02 Warning (5) Dynamic Range Window violation 2020-08-23, 10:56:02 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 10:56:02 Warning (5) Dynamic Range Window violation 2020-08-23, 10:56:02 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 10:56:02 Warning (5) Dynamic Range Window violation 2020-08-23, 10:56:02 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 10:53:18 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 09:48:51 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 09:48:24 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 09:48:20 Warning (5) Dynamic Range Window violation 2020-08-23, 09:48:20 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 09:48:20 Warning (5) Dynamic Range Window violation 2020-08-23, 09:48:20 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 09:48:20 Warning (5) Dynamic Range Window violation 2020-08-23, 09:48:20 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 09:48:20 Warning (5) Dynamic Range Window violation 2020-08-23, 09:48:20 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 01:01:56 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 01:01:55 Warning (5) Dynamic Range Window violation 2020-08-23, 01:01:55 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 01:01:55 Warning (5) Dynamic Range Window violation 2020-08-23, 01:01:55 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 01:01:55 Warning (5) Dynamic Range Window violation 2020-08-23, 01:01:55 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 01:01:55 Warning (5) Dynamic Range Window violation 2020-08-23, 01:01:55 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1; 2020-08-23, 00:39:33 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:01:5c:71:e6:6d;CM-QOS=1.1;CM-VER=3.1;
O/k even though the signal stats looked o/k at that snapshot in time, the error log entries confirm 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 can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
Alright well thank you very much. Your explanation and help is much appreciated!
Quite welcome !
Hello TandemPanda, thank you for taking the time to post your test results here. I'd be happy to look at my systems to help me better understand what's causing your frequent disconnects. To better assist you could you please send me a private message with your full name and account number by clicking on my name (ComcastAmir) and then click "Send a message"?
Hi,
same thing here. Is there a way to get assistance?
Downstream Bonded Channels Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected 1 Locked QAM256 29 609.0 5.8 39.5 2460 5351 2 Locked QAM256 25 585.0 5.6 39.5 2988 6041 3 Locked QAM256 26 591.0 5.6 39.5 3154 5675 4 Locked QAM256 27 597.0 5.7 39.5 2887 5313 5 Locked QAM256 28 603.0 5.8 39.5 2832 5083 6 Locked QAM256 33 633.0 6.1 39.4 2961 5962 7 Locked QAM256 30 615.0 5.8 39.4 2544 5306 8 Locked QAM256 31 621.0 5.9 39.4 2596 5006 9 Locked QAM256 32 627.0 6.0 39.4 2672 5130 10 Locked QAM256 34 639.0 6.1 39.4 2648 5565 11 Locked QAM256 35 645.0 6.1 39.3 2364 5629 12 Locked QAM256 36 651.0 6.1 39.3 2492 5286 13 Locked QAM256 37 657.0 6.1 39.3 2401 4936 14 Locked QAM256 38 663.0 6.2 39.3 2138 4215 15 Locked QAM256 39 669.0 6.1 39.3 2218 4958 16 Locked QAM256 40 675.0 6.0 38.3 2210 4673 Total 41565 84129
Upstream Bonded Channels Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV) 1 Locked ATDMA 2 5120 29.2 40.5 2 Locked ATDMA 1 5120 35.7 40.5 3 Locked ATDMA 3 5120 22.7 41.0 4 Locked ATDMA 4 5120 16.2 40.5
Event log
Log Time Priority Description Wed Sep 23 10:59:02 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 10:59:05 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 10:59:14 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 10:59:29 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 10:59:38 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 10:59:49 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:00:22 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:00:25 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:00:34 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:00:49 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:00:58 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:01:10 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:01:42 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:01:45 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:01:54 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:02:10 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:02:18 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:02:30 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:03:02 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:03:05 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:03:15 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:03:30 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:03:37 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:03:50 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:04:22 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:04:25 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:04:30 2020 Warning (5) Dynamic Range Window violation Wed Sep 23 11:04:35 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:04:54 2020 Warning (5) Dynamic Range Window violation Wed Sep 23 11:04:55 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0; Wed Sep 23 11:04:57 2020 Warning (5) Dynamic Range Window violation Wed Sep 23 11:04:57 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:68:d7:34;CMTS-MAC=00:5f:86:93:ab:8f;CM-QOS=1.1;CM-VER=3.0;
Thanks
Just wanted to circle back to this post since last time. My internet connectivity issues are still not resolved, and from what I can tell, nothing has been attempted to resolve it either. Please help.
The Comcast employee @ComcastAmir who originally responded and was working with me to resolve my connectivity issues has not gotten back to me since September 1st, which is now well over a month ago. That was only their second reply in our conversation on my issues, which I felt didn't really end up going anywhere, with simply having me reboot the modem and try running a speed test (we had already determined on this post that did not fix anything) and saying my issues could be related to the line or tap outside my house (again, something we had already determined in this post). I privately messaged again after about 2 weeks of no response, asking if he had any new information after "looking into the issue", but I have still not received a response.
I am hoping there may be another employee or technician that can pick up with me on this issue. I have been having A LOT of disconnects lately (2-10 minutes at a time, as frequently as at least once every 15 minutes some days) and it has been increasingly frustrating trying to do everything from working from home and taking work calls/chats, to watching videos/streaming or playing games and being penalized for disconnecting.
I'm going to try to re-escalate this. Good luck !
Hi TandemPanda. Apologies your issue persists and for our delay in getting back to you. I can pick up from here and further assist with getting your internet connectivity issue resolved. Please reach out to me via private message and include your full name and service address so I can begin assisting you. To send a private message: click my name (ComcastJoeTru) to view my profile. Then click the link that says "Send a message" and there you can private message me.
@Zjfisher23 Im afraid you have a modem that uses the TI PUMA5 chipset and while not nearly as bad as the notorious Intel PUMA 6 it was still cheaply made and had numerous security flaws. Many would die after a month and some would last a year. It was a roll of the dice with the PUMA 5 unlike its successor the PUMA 6 that will fail on you no matter what. There is currently a class action suit going on with the PUMA 6 and the manufacturers know its a problem but ARRIS, HITRON, LINKSYS, NETGEAR, and yes, even XFinity still use them. For example, the XB6-A(ARRIS TG3482G) has a PUMA 6 which should be avoided like the plague. But the similar XB6-T(Technicolor) carries a Broadcom chipset and doesnt suffer from the same flaws as the Intel chipset in the XB6-A. The XB3 (ARRIS TG1682G, Cisco DPC3939, Cisco DPC3941T) all three variations carry that PUMA 6 as well. If you elect to take one of the Xfinity modems when you replace your current model dont accept anything but the XB6 that is a Technicolor. Im going to assume you will get your own to avoid the rental fee though so I will pass this link Intel Puma 6 Modem List to you so you wont end up buying one of the known bad models and there are quite a few. With that being said, you should still do your due diligence and make sure you buy a modem with a Broadcom chipset. You will be glad you did because those PUMAs have made a bad name for many modems still on the market right now and continue to knowingly sell them even as class action lawsuits have started to pop up. All I ask is that if you follow my advice and it helps you that you will pass this information to others so more can be educated on some of these bad practices by Intel as well as the manufacturers that continue to put them in devices to rip their consumers off and ignore the whistleblowers and bury reviews on Amazon by having the reviews cover 15 different models so there will be 10,000+ Reviews trying to drown out the minority trying to warn others.
I was educated the hard way when I bought an Arris SBG7600AC2 which is 200$ and it didnt last a month before I was getting configuration corruption, constant reboots and latency spikes and many other odd errors and problems. Thankfully I was within the window but if 2 more days had passed I wouldve been unable to get a refund from Amazon.
Hi, we've been having the same problem for a few months now. The xfinity team techs have been very friendly in trying to troubleshoot for us to the extent of even replacing over 1000 feet of the original coax cable on the poles outside the house. Up until June, we had no issues, but the techs have been unable to solve the problem. I did replace my modem yesterday in an attempt to solve the problem. The new modem is a Motorola MB7420, but the problem is still occurring. I'm at wit's end here as just like others have said, we're trying to do school and work through this. After this message, I'll post my event logs and current status. Any help anyone can provide would be much appreciated!
Fri Oct 09 19:54:14 2020 Warning (5) Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Oct 09 19:54:24 2020 Critical (3) No UCDs Received - Timeout;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Oct 09 19:54:27 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Oct 09 19:54:34 2020 Warning (5) Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Oct 09 19:54:44 2020 Critical (3) No UCDs Received - Timeout;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Oct 09 19:54:47 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Oct 09 19:54:58 2020 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Fri Oct 09 19:55:12 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=2c:86:d2:88:71:ce;CM-QOS=1.1;CM-VER=3.0;
Fri Oct 09 19:55:49 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=2c:86:d2:88:71:ce;CM-QOS=1.1;CM-VER=3.0;
Fri Oct 09 19:55:52 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=2c:86:d2:88:71:ce;CM-QOS=1.0;CM-VER=3.0;
Fri Oct 09 19:56:00 2020 Warning (5) Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Oct 09 19:56:10 2020 Critical (3) No UCDs Received - Timeout;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Oct 09 19:56:11 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Oct 09 19:56:24 2020 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Fri Oct 09 19:56:35 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=2c:86:d2:88:71:ce;CM-QOS=1.1;CM-VER=3.0;
Fri Oct 09 19:57:12 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=2c:86:d2:88:71:ce;CM-QOS=1.1;CM-VER=3.0;
Fri Oct 09 19:57:27 2020 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Fri Oct 09 20:09:58 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=2c:86:d2:88:71:ce;CM-QOS=1.1;CM-VER=3.0;
Fri Oct 09 20:10:13 2020 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Fri Oct 09 20:10:30 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=2c:86:d2:88:71:ce;CM-QOS=1.1;CM-VER=3.0;
Fri Oct 09 20:11:07 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=2c:86:d2:88:71:ce;CM-QOS=1.1;CM-VER=3.0;
Fri Oct 09 20:11:21 2020 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Fri Oct 09 20:11:35 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=2c:86:d2:88:71:ce;CM-QOS=1.1;CM-VER=3.0;
Fri Oct 09 20:12:20 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=2c:86:d2:88:71:ce;CM-QOS=1.1;CM-VER=3.0;
Fri Oct 09 20:12:35 2020 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Fri Oct 09 20:12:48 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=2c:86:d2:88:71:ce;CM-QOS=1.1;CM-VER=3.0;
Fri Oct 09 20:13:26 2020 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=2c:86:d2:88:71:ce;CM-QOS=1.1;CM-VER=3.0;
Fri Oct 09 20:13:36 2020 Warning (5) Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Oct 09 20:13:46 2020 Critical (3) No UCDs Received - Timeout;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Oct 09 20:13:49 2020 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Fri Oct 09 20:14:00 2020 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Sat Oct 10 06:11:07 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=2c:86:d2:88:71:ce;CM-QOS=1.1;CM-VER=3.0;
Startup Sequence
Startup Step Status Comment
Acquire Downstream Channel 453000000 Hz Locked
Upstream Connection OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
Connection Status
System Up Time 1 days 13h:41m:07s
Network Access Allowed
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 1 453.0 1.9 41.1 48999 48863
2 Locked QAM256 2 459.0 2.1 41.2 47618 48285
3 Locked QAM256 3 465.0 2.3 41.4 46475 50185
4 Locked QAM256 4 471.0 2.3 41.4 47259 48251
5 Locked QAM256 5 477.0 2.5 41.5 47694 47879
6 Locked QAM256 6 483.0 2.7 41.6 47710 48293
7 Locked QAM256 7 489.0 2.9 41.6 48472 47355
8 Locked QAM256 8 513.0 3.3 42.0 50024 38068
9 Locked QAM256 9 519.0 3.4 42.0 48714 35785
10 Locked QAM256 10 525.0 3.4 41.8 46635 33204
11 Locked QAM256 11 531.0 3.4 42.0 45895 31550
12 Locked QAM256 12 537.0 3.6 42.1 43624 29043
13 Locked QAM256 13 543.0 3.4 41.8 40132 26878
14 Locked QAM256 14 549.0 3.3 41.6 38500 25324
15 Locked QAM256 15 555.0 3.1 41.0 33542 23541
16 Locked QAM256 16 561.0 2.0 40.1 29630 22034
Total 710923 604538
Upstream Bonded Channels
Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 2 5120 23.7 46.5
2 Not Locked Unknown 0 0 0 0.0
3 Not Locked Unknown 0 0 0 0.0
4 Not Locked Unknown 0 0 0 0.0