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Internet issues for nearly a year, please help!

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Regular Visitor

Internet issues for nearly a year, please help!

Oh goodness, where to even begin? So, we've been having internet issues for nearly a year now. We will completely lose connection consistently, internet drops and severely reduced speeds when it does reconnect. We had tech after tech come out, and we got no where.

 

The prevailing opinion of the tech support was because we used our own modem and router, the issue was on our equipment. We purchased a brand new modem and router, and the problems continued. Frustrated, we gave in and leased equipment from Comcast. Guess what? The problems still continued!

 

Throughout all of this, I noticed issues with the downstream SNR levels and loads and loads on uncorrectables (reaching into the billions). I also noticed the event log spitting out errors. I finally asked for a new line to be ran outside my house. Lo and behold, we had the best internet we had ever experienced. Zero signal degredation, barely any uncorrectables, no interent drops and blazing, consistant speeds (we pay for the gig speed plan). I was so thrilled that after almost a year of issues, we had finally corrected the problem.

 

Well, not so fast. The third party company that Comcast uses in our area to bury lines complely messed us up and cut our internet completely. They disconnected our internet entirely and we had zero service. Now we are back to having issues after a tech came and rerouted the line from outside our house, and we can't get anyone to assist in going back and fixing it the way the inital tech did. 

 

What do we do now? I haven't been able to get ahold of the local superviser in charge of our case, and due to everything going on with COVID-19, my wife and I are having to work from home while our children do distance learning with school from home, meaning interent is crucial right now. Please, help! Any assistance is greatly appreciated!

 

I am attaching screenshots below of our current signal levels, uncorrectables (after restarting the modem this morning), and the event log. Thank you in advance for any help!

 

Dunraven_0-1586812691710.pngDunraven_1-1586812720213.png

 

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Regular Visitor

Re: Internet issues for nearly a year, please help!

Unsure if the pictures are working correctly. If not, below is a copy/paste of the event log and signal levels:

 

04/13/2020 15:14 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 14:35 84020300 5 "MDD message timeout;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 14:32 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 14:32 84020300 5 "MDD message timeout;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 14:27 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 14:10 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 14:10 84020300 5 "MDD message timeout;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 14:01 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 13:56 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 13:56 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 13:56 84020300 5 "MDD message timeout;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 13:48 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 13:35 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 13:35 84020300 5 "MDD message timeout;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 13:35 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 11 13 14 16 17 18 19 22 23 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 13:35 84020300 5 "MDD message timeout;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 13:35 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:56 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 11 13 14 16 17 18 19 22 23 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:56 84020300 5 "MDD message timeout;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:55 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:34 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:31 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:10 74010100 6 "CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:09 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 9 13 17 18 19 22 23 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:09 74010100 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=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:09 84020300 5 "MDD message timeout;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:08 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 17 18 19 22 23 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:08 84020300 5 "MDD message timeout;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:08 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:05 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 17 18 19 22 23 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:04 84020300 5 "MDD message timeout;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:02 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 18 19 22 23 25 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:02 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 25 27 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:02 74010100 6 "CM-STATUS message sent. Event Type Code: 1; Chan ID: 18 19 22 23 26 28 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:02 84020300 5 "MDD message timeout;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 12:00 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 11:35 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 11:29 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 17 21 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 11:29 84020300 5 "MDD message timeout;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 11:23 2436694061 5 "Dynamic Range Window violation"
04/13/2020 11:23 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 11:23 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 11:23 2436694061 5 "Dynamic Range Window violation"
04/13/2020 11:23 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 11:23 2436694061 5 "Dynamic Range Window violation"
04/13/2020 11:23 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 11:23 2436694061 5 "Dynamic Range Window violation"
04/13/2020 11:23 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"
04/13/2020 11:23 2436694061 5 "Dynamic Range Window violation"
04/13/2020 11:23 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=d4:3f:cb:e6:49:f1;CMTS-MAC=dc:eb:94:b5:c9:cc;CM-QOS=1.1;CM-VER=3.1;"

 

Connection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 549000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 
Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
21 Locked QAM256 549000000 Hz -2.8 dBmV 39.5 dB 10634090 22170247
1 Locked QAM256 417000000 Hz -1.1 dBmV 40.4 dB 512670 581863
2 Locked QAM256 423000000 Hz -0.6 dBmV 40.3 dB 611215 73905
3 Locked QAM256 429000000 Hz -0.4 dBmV 41.1 dB 1297868 188153
4 Locked QAM256 435000000 Hz -1.1 dBmV 39.9 dB 2577892 475494
5 Locked QAM256 447000000 Hz -1.3 dBmV 35.8 dB 6092564 1876126
6 Locked QAM256 453000000 Hz -1.0 dBmV 39.9 dB 7010489 2521749
7 Locked QAM256 459000000 Hz -1.4 dBmV 40.5 dB 9141676 4318061
8 Locked QAM256 465000000 Hz -2.1 dBmV 39.6 dB 10200049 5715298
9 Locked QAM256 471000000 Hz -2.1 dBmV 40.1 dB 11662423 7976484
10 Locked QAM256 477000000 Hz -2.0 dBmV 39.4 dB 11994819 9109253
11 Locked QAM256 483000000 Hz -1.9 dBmV 40.1 dB 12214252 11758557
12 Locked QAM256 489000000 Hz -2.3 dBmV 40.0 dB 12278199 13288178
13 Locked QAM256 495000000 Hz -3.2 dBmV 38.2 dB 11443934 15668222
14 Locked QAM256 507000000 Hz -2.4 dBmV 30.4 dB 11461345 18089713
15 Locked QAM256 513000000 Hz -2.7 dBmV 39.7 dB 11580057 18792972
16 Locked QAM256 519000000 Hz -3.0 dBmV 28.7 dB 11015453 20169261
17 Locked QAM256 525000000 Hz -3.0 dBmV 39.6 dB 11386183 20240395
18 Locked QAM256 531000000 Hz -2.6 dBmV 33.4 dB 11533346 20625353
19 Locked QAM256 537000000 Hz -2.3 dBmV 38.7 dB 10856036 21945329
20 Locked QAM256 543000000 Hz -2.7 dBmV 39.1 dB 10872263 22542994
22 Locked QAM256 555000000 Hz -2.5 dBmV 39.6 dB 11361201 22720014
23 Locked QAM256 561000000 Hz -3.0 dBmV 39.3 dB 11198693 23294452
24 Locked QAM256 567000000 Hz -3.7 dBmV 38.8 dB 11357062 23659718
25 Locked QAM256 573000000 Hz -3.6 dBmV 30.0 dB 11699595 23392311
26 Locked QAM256 579000000 Hz -3.4 dBmV 38.9 dB 12332972 22349175
27 Locked QAM256 585000000 Hz -3.3 dBmV 37.9 dB 12824380 21432470
28 Locked QAM256 591000000 Hz -4.2 dBmV 38.5 dB 13033444 21189125
29 Locked QAM256 597000000 Hz -4.7 dBmV 38.4 dB 13667504 20178065
30 Locked QAM256 603000000 Hz -4.7 dBmV 38.5 dB 14201923 18235105
31 Locked QAM256 609000000 Hz -4.0 dBmV 38.4 dB 14459270 15299086
32 Locked QAM256 615000000 Hz -4.3 dBmV 31.1 dB 14734748 13539622
159 Locked Other 690000000 Hz -1.9 dBmV 36.8 dB 1344185476 658



 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 8 Locked SC-QAM Upstream 16600000 Hz 6400000 Hz 45.0 dBmV
2 5 Locked SC-QAM Upstream 35800000 Hz 6400000 Hz 48.0 dBmV
3 6 Locked SC-QAM Upstream 29400000 Hz 6400000 Hz 47.0 dBmV
4 7 Locked SC-QAM Upstream 23000000 Hz 6400000 Hz 46.0 dBmV
Highlighted
Regular Visitor

Re: Internet issues for nearly a year, please help!

Hi, all.

 

Anyone have any thoughts on my issues? I'm at my wits' end. I've tried to do as much troubleshooting and testing on my end that I can do -- testing via wifi, ethernet, with router, without router, plugged directly from the modem into my PC, using splitters, not using splitters, using different rooms coaxial connection -- I don't know what else I can test myself. 

Highlighted
Gold Problem Solver

Re: Internet issues for nearly a year, please help!


@Dunraven wrote: ... I don't know what else I can test myself. 

Then lean on Comcast harder. Several of the downstream channels have out-of-spec (too low) SNR.

Highlighted
Regular Visitor

Re: Internet issues for nearly a year, please help!

I appreciate the reply, @BruceW. I'm unsure the best course of action to try and gain Comcast's assistance at this point. If I call the 1-800 number, I get the same old, same old. I was given the number of a local supervisor, but he has not returned my calls or messages for over a week now. As I mentioned previously, I've been dealing with this closing in on a year now. It's nothing new; it just never gets resolved. What typically happens is a tech will start diagnosing, and we'll start to make head way until, seemingly out of nowhere, we get dropped from all contact for weeks or months, and then we start from square one again.

 

I figured I'd try here on these forums as this was one of the areas I hadn't tried yet, but it seems no one is able to chime in besides you. I don't know what else I can or should do at this point. We've had Comcast for years, but it may be time to start looking at other alternatives, I guess? 

Highlighted
Gold Problem Solver

Re: Internet issues for nearly a year, please help!


@Dunraven wrote: ... I don't know what else I can or should do at this point. ...

If an employee doesn't respond to your messages here, you might give the form at https://support.xfinity.com/svp-contact-form a try. Be aware that responses from that office vary enormously, from very useful to nonsensical.