Internet issues for nearly a year, please help!

[Dunraven]

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]

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

[Dunraven]

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. 

[BruceW]

---

@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.

[Dunraven]

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? 

[BruceW]

---

@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.