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Intermittent packet loss and connection issues

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Intermittent packet loss and connection issues

Okay so here it goes, I noticed I started having packet loss probably about a month or two ago. Never noticed any before, I use a lot of real-time applications which are very sensitive to packet loss. I started by calling xfinity and doing the normal in house trouble shooting, checking my connections, having a refresh signal sent to modem etc, then decided I needed to have a tech come and look when nothing was solved. The first tech runs a few tests looks at his hand held and says everything is fine and leaves. No resolution of the problem. Second tech comes out, is a little more thorough, sits with me at desktop I show him my packet loss and ping timeouts etc, he checks connections and signals in the house and at the pole. He determines that the signal is good but just to be safe changes line going from pole to house and calls for maintenance at the pole for over the weekend. I wait out the weekend maintenance and still no resolution. I call back to support, this time I escalated the issue and got to speak with tier 2 support. Support tech says he cannot help me trouble shoot because he is not receiving any information from my modem. Says the only option is to have tech come out again. Today the third tech arrrived, he was more thorough than the first two, checked signal at the box, and the only line (1 line from outside box to modem)and tells me signals are good. He says likely it is coming from somewhere else in the neighborhood and causing me problems. Can't give an estimated date to be fixed, or any hope of it being fixed quite honestly. Says the reason tier 2 support couldnt see the modem was because of FM noise, but with his handheld he can see the data and it all looks good. 

 

Here is my modem information:

Netgear C7000v2

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 537000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 13 537000000 Hz -2 dBmV 39.9 dB 1 0
2 Locked QAM256 1 465000000 Hz -2.1 dBmV 40.1 dB 0 0
3 Locked QAM256 2 471000000 Hz -2 dBmV 40.1 dB 0 0
4 Locked QAM256 3 477000000 Hz -2.1 dBmV 40 dB 0 0
5 Locked QAM256 4 483000000 Hz -2.1 dBmV 40 dB 0 0
6 Locked QAM256 5 489000000 Hz -2.1 dBmV 40 dB 0 0
7 Locked QAM256 6 495000000 Hz -2.1 dBmV 40 dB 0 0
8 Locked QAM256 7 501000000 Hz -2.1 dBmV 40.1 dB 0 0
9 Locked QAM256 8 507000000 Hz -2 dBmV 39.6 dB 1 0
10 Locked QAM256 9 513000000 Hz -1.7 dBmV 40 dB 0 0
11 Locked QAM256 10 519000000 Hz -1.5 dBmV 40.1 dB 1 0
12 Locked QAM256 11 525000000 Hz -1.6 dBmV 40.1 dB 0 0
13 Locked QAM256 12 531000000 Hz -1.8 dBmV 40 dB 0 0
14 Locked QAM256 14 543000000 Hz -2.4 dBmV 39.8 dB 0 0
15 Locked QAM256 15 549000000 Hz -2.8 dBmV 39.6 dB 1 0
16 Locked QAM256 16 555000000 Hz -3.2 dBmV 39 dB 2 0
17 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
18 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
19 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
20 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
21 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
22 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
23 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
24 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 24000000 Hz 39.7 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 36800000 Hz 41.6 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 30400000 Hz 39.6 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

 

Event Logs:

Time Priority Description
1970-1-1, 00:01:01 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:01:19 Critical (3) No UCDs Received - Timeout;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-12-4, 18:26:03 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-12-4, 18:26:20 Critical (3) No UCDs Received - Timeout;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-12-4, 18:26:22 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-12-4, 18:27:33 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:38 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-12-4, 18:35:07 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 13:53:15 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:13:16 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:13:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:13:28 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:14:10 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:14:11 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:14:30 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:14:31 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:14:49 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:14:56 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-12-5, 14:14:56 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-12-5, 14:19:23 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:19:26 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-12-5, 14:19:26 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-12-5, 14:20:50 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-12-5, 14:20:51 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-12-5, 14:24:15 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:24:19 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:24:26 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:24:56 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:24:57 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:25:10 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:25:15 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:26:13 Critical (3) REG RSP not received;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:26:14 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:26:56 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;
2018-12-5, 14:31:28 Critical (3) Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:37 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:40 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:40 Notice (6) WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:49 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2018-12-5, 14:43:11 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:03:b7:10;CMTS-MAC=00:56:2b:76:76:b1;CM-QOS=1.1;CM-VER=3.0;

 

I have seen more errors in the modem log than this, but the modem was plugged in 12/4/2018 when troubleshooting on the phone with support. I will update tomorrow if the log changes with new errors. 

 

I am a loyal customer and want to upgrade to gigabit speed but at this point I am even considering switching to ATT even though the speeds offered are lower! I need consistnecy more than speed! I hate being that customer who threatens to switch because I have never been like that. I do not expect PERFECT service and I understand there can be issues, but I expect when there is an issue to get it fixed, and it just feels like I'm getting the run around. 

 

 

ANY help would be greatly appreciated. Thank you for your time