New Poster
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8 Messages
Internet Drops, intermittent service
Good evening,
We just moved into our home and have had nothing but trouble with the Xfinity internet signal. We frequently drop signal throughout the day multiple times and signal consistency is required as my wife works from home and takes a lot of zoom calls throughout the day. We are getting these events over and over and over. Can somone help with this and how I might improve things? Does the length of coax impact these readings? Cat5 length? Please help.
| Sun Sep 13 19:26:52 2020 | Notice (6) | TLV-11 - unrecognized OID;CM-MAC=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;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=28:80:88:d4:bc:18;CMTS-MAC=00:01:5c:8e:5e:64;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=28:80:88:d4:bc:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
taf6337
New Poster
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8 Messages
5 years ago
We have a Netgear Nighthawk Modem CM1150V and a Nighthawk Router R8000 that I just purchased to avoid using the Xfinity rental and have the 200 mbps plan with Xfinity.
Status
Profile ID
ID
MER
Number Range
Codewords
Codewords
Codewords
==>21.227.92.77:5060: Sending packet to: 76.96.215.80:5060
SIP/2.0 200 OK
Via: SIP/2.0/UDP 76.96.215.80:5060;branch=z9hG4bK8483b287e030bf8e8f63374d5cb419f9k555555yaaaaacaaaaaabgoprae3Zqkv7ajqm0fltkmytqiaaaaabqaaaaaaaq
From:
To:
Call-ID: e82959261f000a50@21.227.92.77:5060
CSeq: 1 NOTIFY
Allow: ACK, BYE, CANCEL, INFO, INVITE, NOTIFY, OPTIONS, PRACK, REFER, SUBSCRIBE, UPDATE
Allow-Events: dialog, message-summary, network-redirection-reminder, refer, reg, ua-profile
P-Preferred-Identity:
Supported: 100rel, answermode, early-session, eventlist, from-change, histinfo, join, path, replaces, tdialog, timer
User-Agent: Brcm-CxCProd_18.3
Content-Length: 0
==>21.227.92.77:5060: Received packet from: 76.96.215.80:5060
NOTIFY sip:+18634515525@21.227.92.77:5060 SIP/2.0
To:
From:
Call-ID: e82959261f000a50@21.227.92.77:5060
CSeq: 1 NOTIFY
Max-Forwards: 69
Content-Length: 99
Via: SIP/2.0/UDP 76.96.215.80:5060;branch=z9hG4bK8483b287e030bf8e8f63374d5cb419f9k555555yaaaaacaaaaaabgoprae3Zqkv7ajqm0fltkmytqiaaaaabqaaaaaaaq
Record-Route:
Contact:
Content-Type: application/simple-message-summary
Event: message-summary
Subscription-State: active;expires=28143
Messages-Waiting: no
Message-Account: sip:+18634515525@ovm.comcast.net
Voice-Message: 0/0 (0/0)
==>21.227.92.77:5060: Received packet from: 76.96.215.80:5060
SIP/2.0 200 OK
To:
From:
Call-ID: e82959261f000a50@21.227.92.77:5060
CSeq: 355763464 SUBSCRIBE
Content-Length: 0
Via: SIP/2.0/UDP 21.227.92.77;branch=z9hG4bK159daa015cba23926;rport
Record-Route:
Expires: 43200
==>21.227.92.77:5060: Sending packet to: 76.96.215.80:5060
SIP/2.0 200 OK
Via: SIP/2.0/UDP 76.96.215.80:5060;branch=z9hG4bKf163cf59fc2fd6aed5515676795e0c68k555555yaaaaacaaaaaabhlbpfu3Zqkv7ae23oggvqupmhiaaaaabqaaaaaaaa
From:
To:
Call-ID: 644924231de9c27c@21.227.92.77:5060
CSeq: 27326 NOTIFY
Allow: ACK, BYE, CANCEL, INFO, INVITE, NOTIFY, OPTIONS, PRACK, REFER, SUBSCRIBE, UPDATE
Allow-Events: dialog, message-summary, network-redirection-reminder, refer, reg, ua-profile
P-Preferred-Identity:
Supported: 100rel, answermode, early-session, eventlist, from-change, histinfo, join, path, replaces, tdialog, timer
User-Agent: Brcm-CxCProd_18.3
Content-Length: 0
==>21.227.92.77:5060: Received packet from: 76.96.215.80:5060
NOTIFY sip:+18634515525@21.227.92.77:5060 SIP/2.0
To:
From:
Call-ID: 644924231de9c27c@21.227.92.77:5060
CSeq: 27326 NOTIFY
Max-Forwards: 70
Content-Length: 838
Via: SIP/2.0/UDP 76.96.215.80:5060;branch=z9hG4bKf163cf59fc2fd6aed5515676795e0c68k555555yaaaaacaaaaaabhlbpfu3Zqkv7ae23oggvqupmhiaaaaabqaaaaaaaa
Contact: sip:scscfatl1.ssg.comcast.net:5060
Content-Type: Application/reginfo+xml
User-Agent: CscfUacAgent
Event: reg
Subscription-State: active
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zoombies
New Poster
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3 Messages
5 years ago
Your signal levels all (both downstream and upstream power level and SNR) appear to be within range. COMCAST is running DOCSIS 3.0 profile even though you have a DOCSIS 3.1 Modem. But it's their call based on the speed tier you are paying for. I am pretty certain it is something outside your home that needs a tech visit from COMCAST to fix it. Of course, they can also proactively take a look at it from their CMTS. I am just a user (engineer) debugging my own intermittent connection for the past one month. I have a tech visit rescheduled from Aug to Sept to address this.
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zoombies
New Poster
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3 Messages
5 years ago
BTW, I gave my diagnosis since you mentioned that you just moved in. It is possible the line to your house wasn't maintained (outside your home) well if your previous owner didn't have COMCAST as ISP.
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EG
Expert
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111.4K Messages
5 years ago
Those phone component error log entries are unhelpful. Are there any T3, T4, sync timing synchronization, critical errors being shown among the modem's RF error log entries ? If so, please post them as well.
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taf6337
New Poster
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8 Messages
5 years ago
Thank you for the response. We are supposed to be getting 200 mbps on our package. My wife is even hard wired into the router and she is experiencing drops too. So it's not just the wifi, but the signal as a whole right? We have a tech scheduled for sometime soon. Does the difference between the DOCSIS 3.0 and 3.1 cause a problem?
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taf6337
New Poster
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8 Messages
5 years ago
Thank you very much for the response. I believe this is the log you are requesting.
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taf6337
New Poster
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8 Messages
5 years ago
I was told to do a continuous ping test to see how that looked and this is what I got from those results, if that helps at all.
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EG
Expert
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111.4K Messages
5 years ago
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 !
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taf6337
New Poster
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8 Messages
5 years ago
Speed tests are resulting in these types of numbers most of the time anymore whether hardwired or on WIFI. We have 26 things connected to the network that include 6 Ring Cameras, 2 doorbells, and various tablets, TVs, Phones, etc.
Speed Test
Download Speed - 15.9 mbps
Upload Speed - 9.2 mbps
Latency - 49 ms
Protocol - IPv4
Host - Tallahassee, FL
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CCMorgan
Gold Problem Solver
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3.3K Messages
5 years ago
Hi, taf6337. Sorry to hear about the connectivity issues you've been experiencing! Appreciate you coming here to the forums seeking support. We want to help! Please go ahead and send me a PM with your first and last name so we can work together to find a solution.
To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.
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