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Internet Connectivity Issues for the Past Month

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Internet Connectivity Issues for the Past Month

We're in a brand new home/build and for the past month the internet has been incredibly erratic. Drops for hours at all times in the day - sometimes fixed by resetting the modem and router, sometimes not. We're on our second modem and second router, but nothing seems to be fixing the problem. Our neighbors are experiencing the same issue, so I have to think it's something on the street wiring side. 

 

We're using a Netgear CM1200 with Nest Wifi router and Wifi Points. Below is the log and other information:

 

 

Time Priority Description
Sun Jul 05 20:08:43 2020 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 20:08:38 2020 Notice (6) TLV-11 - unrecognized OID;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;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=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;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=08:36:c9:3d:7c:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:51:33 2020 Warning (5) Dynamic Range Window violation
Sun Jul 05 19:51:33 2020 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:51:30 2020 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:50:59 2020 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:50:59 2020 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:50:54 2020 Notice (6) TLV-11 - unrecognized OID;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;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=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;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=08:36:c9:3d:7c:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:16:16 2020 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:16:10 2020 Notice (6) TLV-11 - unrecognized OID;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;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=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;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=08:36:c9:3d:7c:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:12:23 2020 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:12:07 2020 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:12:06 2020 Warning (5) MDD message timeout;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:12:00 2020 Notice (6) CM-STATUS message sent. Event Type Code: 22; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:11:45 2020 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:11:45 2020 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:11:40 2020 Notice (6) TLV-11 - unrecognized OID;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;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=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;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=08:36:c9:3d:7c:68;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:03:49 2020 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 05 19:03:44 2020 Notice (6) TLV-11 - unrecognized OID;CM-MAC=08:36:c9:3d:7c:68;CMTS-MAC=00:01:5c:a9:34:61;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6

 

 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 525000000 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 20 525000000 Hz -2.1 dBmV 40.5 dB 1 0
2 Locked QAM256 17 507000000 Hz -2.2 dBmV 40 dB 2 0
3 Locked QAM256 18 513000000 Hz -2.3 dBmV 40.2 dB 0 0
4 Locked QAM256 19 519000000 Hz -2.5 dBmV 40.4 dB 1 0
5 Locked QAM256 21 531000000 Hz -2.4 dBmV 40.4 dB 1 0
6 Locked QAM256 22 537000000 Hz -2 dBmV 40.5 dB 9 0
7 Locked QAM256 23 543000000 Hz -2 dBmV 40.5 dB 0 0
8 Locked QAM256 24 549000000 Hz -2 dBmV 40.5 dB 0 0
9 Locked QAM256 25 555000000 Hz -1.9 dBmV 40.3 dB 8 0
10 Locked QAM256 26 561000000 Hz -1.9 dBmV 40.3 dB 0 0
11 Locked QAM256 27 567000000 Hz -2.1 dBmV 40.2 dB 1 0
12 Locked QAM256 28 573000000 Hz -1.7 dBmV 40.4 dB 1 0
13 Locked QAM256 29 579000000 Hz -1.9 dBmV 40.3 dB 4 0
14 Locked QAM256 30 585000000 Hz -1.8 dBmV 40.3 dB 2 0
15 Locked QAM256 31 591000000 Hz -1.9 dBmV 40.1 dB 9 0
16 Locked QAM256 32 597000000 Hz -2 dBmV 40.1 dB 2 0
17 Locked QAM256 33 603000000 Hz -1.7 dBmV 40 dB 7 0
18 Locked QAM256 34 609000000 Hz -2 dBmV 39.9 dB 5 0
19 Locked QAM256 35 615000000 Hz -1.7 dBmV 40.1 dB 3 0
20 Locked QAM256 36 621000000 Hz -1.7 dBmV 40 dB 2 0
21 Locked QAM256 37 627000000 Hz -2.2 dBmV 39.8 dB 5 0
22 Locked QAM256 38 633000000 Hz -1.9 dBmV 39.8 dB 1 0
23 Locked QAM256 39 639000000 Hz -2 dBmV 39.8 dB 3 0
24 Locked QAM256 40 645000000 Hz -1.9 dBmV 39.9 dB 3 0
25 Locked QAM256 41 651000000 Hz -1.7 dBmV 39.9 dB 2 0
26 Locked QAM256 42 681000000 Hz -1.7 dBmV 39.8 dB 3 0
27 Locked QAM256 43 687000000 Hz -1.6 dBmV 39.6 dB 3 0
28 Locked QAM256 44 693000000 Hz -2.1 dBmV 39.5 dB 1 0
29 Locked QAM256 45 699000000 Hz -1.8 dBmV 39.3 dB 6379 11825
30 Locked QAM256 46 705000000 Hz -2.2 dBmV 39.1 dB 3201 4519
31 Locked QAM256 47 717000000 Hz -1.6 dBmV 39.5 dB 2 0
32 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 6 5120 Ksym/sec 17300000 Hz 48.5 dBmV
2 Locked ATDMA 7 5120 Ksym/sec 23700000 Hz 48.5 dBmV
3 Locked ATDMA 8 5120 Ksym/sec 30300000 Hz 48.8 dBmV
4 Locked ATDMA 9 5120 Ksym/sec 36700000 Hz 48.5 dBmV
5 Locked ATDMA 10 1280 Ksym/sec 41200000 Hz 48.5 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
 
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 48 850000000 Hz -2.0 dBmV 38.8 dB 1108 ~ 2987 28918686 26361712 0
2 Not Locked 0 0 0 Hz 0 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 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
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Expert

Re: Internet Connectivity Issues for the Past Month

The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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Re: Internet Connectivity Issues for the Past Month

Thanks for responding.

 

I saw a similar post on this forum where the solution was to eliminate any unwanted coax splitters. The Xfinity tech initially set it up with a 3 way splitter with two of the coax cables being unused. I removed the three way splitter and unused coax cables and replaced it with a two way three weeks ago, yet we are still having issues.

 

As far as the quality of the cables - this is a brand new home with new wiring. All of the fittings look correct without any noticeable damage and were setup by the tech when we first moved in.

 

Are there any other troubleshooting measures or is this something only a tech can address?

 

Highlighted
Expert

Re: Internet Connectivity Issues for the Past Month

Looks like there is not much else that you can do then. It may be best to get a tech out to investigate.

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.

Good luck with it !



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.
Was your question answered? Mark the post as Best Answer!
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Re: Internet Connectivity Issues for the Past Month

Well I tried getting a tech to come - the first customer service rep scheduled a tech to come between 7:30-830am today. Nobody came and when I called Xfinity to find out why, they said there was no appointment made and that they will not be sending anyone since it''s not an emergency. 

 

Fantastic - so I'm basically stuck paying for internet that doesn't work?