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Intermittent/No-existent network service

Frequent Visitor

Intermittent/No-existent network service

<Edited> I have been given so much run around it's incomprehensible. And I just love the "oh just reset the modem".  I really had the impression switching over to the gigabit package would actually go smoothly. My service was half-decent before July 29th, 2019 as I was on the Blast package before that date and switched over to the Gigabit package. Initially, I got somewhat the proper speeds after having to contact customer service for assistance and have them push out the correct update file to my modem once I chose to upgrade. However, after maintenance that was conducted on July 29th, 2019 everything shot to heck and back.

I'm on the gigabit package and the speeds I'm achieving are 25-30 down and 30 to 37 up.

Before my upgrade to the gigabit package, my speeds ran in the mid 100's to 200 Mbps or more down and 20 to 25 up.

I really want to know how can my modem achieve the proper speeds running in the upper 400's down and 30's or higher up for the package I switched to and now it's back to shoddy and spotty service that goes in and out. 

Now today, I just checked my logs and am getting dynamic range violations(haven't happened since I got the modem). My modem isn't even a year old.

Could someone please help and not send me through an endless loop of hurdles that gets nothing accomplished?

Below are the copied and pasted contents of my modem status and logs as of today 9/24/19

 

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment
Acquire Downstream Channel 651000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels (Partial Service)</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 37 651000000 Hz 9.0 dBmV 38.8 dB 1004599431 15 0
2 Locked QAM256 9 483000000 Hz 9.2 dBmV 40.4 dB 1000482703 1 0
3 Locked QAM256 10 489000000 Hz 9.3 dBmV 40.3 dB 1000507540 0 0
4 Locked QAM256 11 495000000 Hz 9.3 dBmV 40.2 dB 1000521382 1 0
5 Locked QAM256 12 501000000 Hz 9.3 dBmV 40.2 dB 1000541452 1 0
6 Locked QAM256 13 507000000 Hz 9.2 dBmV 40.1 dB 1000556527 0 0
7 Locked QAM256 14 513000000 Hz 9.1 dBmV 40.0 dB 1000584326 2 0
8 Locked QAM256 15 519000000 Hz 8.7 dBmV 40.0 dB 1000598720 1 0
9 Locked QAM256 16 525000000 Hz 8.5 dBmV 39.9 dB 1000620919 0 0
10 Locked QAM256 17 531000000 Hz 8.3 dBmV 39.9 dB 1000641368 2 0
11 Locked QAM256 18 537000000 Hz 8.3 dBmV 39.7 dB 1000652799 0 0
12 Locked QAM256 19 543000000 Hz 8.3 dBmV 39.7 dB 1000674062 1 0
13 Locked QAM256 20 549000000 Hz 8.2 dBmV 39.4 dB 1000689213 3 0
14 Locked QAM256 21 555000000 Hz 8.2 dBmV 39.5 dB 1000703103 1 0
15 Locked QAM256 22 561000000 Hz 8.4 dBmV 39.4 dB 1000716906 3 0
16 Locked QAM256 23 567000000 Hz 8.5 dBmV 39.2 dB 1000731741 2 0
17 Locked QAM256 24 573000000 Hz 8.4 dBmV 39.2 dB 1000751424 1 0
18 Locked QAM256 25 579000000 Hz 8.5 dBmV 38.7 dB 1000771157 2 0
19 Locked QAM256 26 585000000 Hz 8.3 dBmV 39.0 dB 1000788469 1 0
20 Locked QAM256 27 591000000 Hz 8.3 dBmV 39.1 dB 1000799633 1 0
21 Locked QAM256 28 597000000 Hz 8.2 dBmV 39.0 dB 1000820573 2 0
22 Locked QAM256 29 603000000 Hz 8.2 dBmV 38.9 dB 1000832712 4 0
23 Locked QAM256 30 609000000 Hz 8.3 dBmV 39.0 dB 1000844232 5 0
24 Locked QAM256 31 615000000 Hz 8.3 dBmV 38.7 dB 1000866282 4 0
25 Locked QAM256 32 621000000 Hz 8.5 dBmV 39.1 dB 1000878611 5 0
26 Locked QAM256 33 627000000 Hz 8.4 dBmV 39.1 dB 1000889396 6 0
27 Locked QAM256 34 633000000 Hz 8.5 dBmV 39.1 dB 1000909593 8 0
28 Locked QAM256 35 639000000 Hz 8.6 dBmV 38.8 dB 1000921801 11 0
29 Locked QAM256 36 645000000 Hz 9.0 dBmV 39.0 dB 1000935890 12 0
30 Locked QAM256 38 657000000 Hz 9.3 dBmV 38.8 dB 1000954899 12 0
31 Locked QAM256 39 663000000 Hz 9.5 dBmV 39.0 dB 1000960950 7 0
32 Locked QAM256 40 669000000 Hz 10.2 dBmV 39.0 dB 1000962725 10 0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 35800000 Hz 46.8 dBmV
2 Locked ATDMA 2 29400000 Hz 46.8 dBmV
3 Locked ATDMA 3 23000000 Hz 46.8 dBmV
4 Locked ATDMA 4 16600000 Hz 46.8 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

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
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, 1 159 690000000 Hz 6.1 dBmV 36.3 dB 0 ~ 4095 232992124 2859850 62099
2 Not Locked 0 0 0 Hz 6.1 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
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

Current System Time: Tue Sep 24 20:41:21 2019
System Up Time: 6:14:21
 
 
 
Time Priority Description
2019-09-24, 20:37:05 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:37:01 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:37:01 Warning (5) MDD message timeout;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:23:06 Notice (6) CM-STATUS message sent. Event Type Code: 21; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:23:03 Warning (5) Dynamic Range Window violation
2019-09-24, 20:23:03 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:22:59 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:22:59 Warning (5) MDD message timeout;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:22:50 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:22:48 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:22:42 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:22:41 Warning (5) MDD message timeout;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:19:34 Notice (6) CM-STATUS message sent. Event Type Code: 21; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:19:31 Warning (5) Dynamic Range Window violation
2019-09-24, 20:19:31 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:19:13 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:19:13 Warning (5) MDD message timeout;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:19:07 Notice (6) CM-STATUS message sent. Event Type Code: 21; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:19:05 Warning (5) Dynamic Range Window violation
2019-09-24, 20:19:05 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:44 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:43 Warning (5) MDD message timeout;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:38 Notice (6) CM-STATUS message sent. Event Type Code: 21; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:37 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:36 Warning (5) Dynamic Range Window violation
2019-09-24, 20:18:36 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:25 Notice (6) CM-STATUS message sent. Event Type Code: 21; Chan ID: 32 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:25 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:24 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:23 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:23 Warning (5) MDD message timeout;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:23 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:22 Notice (6) CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:21 Notice (6) CM-STATUS message sent. Event Type Code: 21; Chan ID: 32 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:21 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:11 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:05 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:04 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:03 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;
2019-09-24, 20:18:01 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=78:d2:94:fd:bd:90;CMTS-MAC=00:6c:bc:b9:1e:ad;CM-QOS=1.1;CM-VER=3.1;

 

Gold Problem Solver

Re: Intermittent/No-existent network service

The signal levels and SNRs look OK, but the Uncorrectable error counts on the OFDM channel are highish, and combined with the error log "Dynamic Range Window" and "Commanded Power Exceeds" errors suggests a problem with the connection to Comcast's network.

 

If you want to troubleshoot this yourself, please see Connection Troubleshooting Tips. and Troubleshooting Gigabit . Problems with Internet service are often due to poor coax connections between your equipment and Comcast's network, usually in or near your home.

If you can't find the problem or you'd rather have Comcast do the troubleshooting, call them at the phone number on your bill or 1-800-Comcast, or or use one of the options on https://www.xfinity.com/support/contact-us/. It isn't likely they can fix this remotely, and if not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.

Frequent Visitor

Re: Intermittent/No-existent network service

Thank you Bruce. I'll start by calling and see what comes of that. Unfortunately when I upgraded I lost the Service Protection Plan which is a bummer. But if things are as you're mentioning it sounds like it could be in the lines somewhere outside the home. I don't have any amplifiers anywhere as everything is straight runs. Hopefully calling customer service and having them troubleshoot will get me somewhere.