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Modem connected, but Xfinity site says my modem is offline and I am getting disconnects throughout

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Regular Visitor

Modem connected, but Xfinity site says my modem is offline and I am getting disconnects throughout

The area went down last week, and since then my modem has not been connected back on Xfinity's site.  It says my modem is offline. I called customer service, and they "sent signals" and restarted the modem, but alas they said they did not see it. I reset the modem twice and reregistered the modem successfully, and saw it on the website for maybe 5 minutes before it showed "offline" again. 

Please note I am still connected to the internet, but it slow and there is much latency and jitter. 

 

I checked the logs of the modem and this is what it says (MAC address has been redacted by me)

 

Time

Priority

Description

Tue Nov 17 17:03:53 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:59:27 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:59:18 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:58:57 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:58:52 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:57:23 2020

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:57:20 2020

Warning (5)

REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:57:15 2020

Notice (6)

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:57:14 2020

Notice (6)

TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:57:01 2020

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Tue Nov 17 16:56:58 2020

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:56:51 2020

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:56:44 2020

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:56:41 2020

Warning (5)

Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:56:34 2020

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:56:15 2020

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:55:34 2020

Warning (5)

REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:55:32 2020

Notice (6)

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:55:31 2020

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Nov 17 16:55:24 2020

Notice (6)

TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

 

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

813000000 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

813000000 Hz

-11.8 dBmV

40.1 dB

0

0

2

Locked

QAM256

1

435000000 Hz

-11.4 dBmV

41.6 dB

0

0

3

Locked

QAM256

2

441000000 Hz

-11.5 dBmV

41.6 dB

0

0

4

Locked

QAM256

3

447000000 Hz

-11.4 dBmV

41.7 dB

0

0

5

Locked

QAM256

4

453000000 Hz

-11.5 dBmV

41.4 dB

0

0

6

Locked

QAM256

5

459000000 Hz

-11.8 dBmV

41.3 dB

0

0

7

Locked

QAM256

6

465000000 Hz

-11.8 dBmV

41.4 dB

0

0

8

Locked

QAM256

7

471000000 Hz

-11.9 dBmV

41.2 dB

0

0

9

Locked

QAM256

8

477000000 Hz

-11.9 dBmV

41.1 dB

0

0

10

Locked

QAM256

9

483000000 Hz

-11.7 dBmV

41.3 dB

0

0

11

Locked

QAM256

10

489000000 Hz

-11.6 dBmV

41.4 dB

0

0

12

Locked

QAM256

11

495000000 Hz

-11.4 dBmV

41.5 dB

0

0

13

Locked

QAM256

12

501000000 Hz

-11.5 dBmV

41.4 dB

0

0

14

Locked

QAM256

13

507000000 Hz

-11.6 dBmV

41.3 dB

0

0

15

Locked

QAM256

14

513000000 Hz

-11.3 dBmV

41.6 dB

0

0

16

Locked

QAM256

15

519000000 Hz

-11.3 dBmV

41.6 dB

0

0

17

Locked

QAM256

16

525000000 Hz

-11.6 dBmV

41.2 dB

0

0

18

Locked

QAM256

17

531000000 Hz

-11.4 dBmV

41.4 dB

0

0

19

Locked

QAM256

18

537000000 Hz

-11.2 dBmV

41.6 dB

0

0

20

Locked

QAM256

19

543000000 Hz

-11.3 dBmV

41.6 dB

0

0

21

Locked

QAM256

21

819000000 Hz

-11.7 dBmV

40.2 dB

0

0

22

Locked

QAM256

22

825000000 Hz

-11.9 dBmV

39.9 dB

0

0

23

Locked

QAM256

23

831000000 Hz

-12.1 dBmV

39.6 dB

0

0

24

Locked

QAM256

24

837000000 Hz

-12.2 dBmV

39.5 dB

0

0

25

Locked

QAM256

25

843000000 Hz

-12.1 dBmV

39.6 dB

0

0

26

Locked

QAM256

26

849000000 Hz

-12.3 dBmV

39.4 dB

0

0

27

Locked

QAM256

27

855000000 Hz

-12.6 dBmV

39.1 dB

0

0

28

Locked

QAM256

28

861000000 Hz

-12.8 dBmV

39 dB

0

0

29

Locked

QAM256

29

867000000 Hz

-12.5 dBmV

39.2 dB

0

0

30

Locked

QAM256

30

873000000 Hz

-12.4 dBmV

39.3 dB

0

0

31

Locked

QAM256

31

879000000 Hz

-12.8 dBmV

38.9 dB

0

0

32

Locked

QAM256

32

885000000 Hz

-13.3 dBmV

38.6 dB

0

0

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

1

5120 Ksym/sec

38800000 Hz

52 dBmV

2

Locked

ATDMA

2

5120 Ksym/sec

32400000 Hz

52.5 dBmV

3

Locked

ATDMA

3

5120 Ksym/sec

26000000 Hz

51.3 dBmV

4

Locked

ATDMA

4

5120 Ksym/sec

19600000 Hz

51.5 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

 

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

193

669000000 Hz

-11.1 dBmV

40.8 dB

1108 ~ 2987

1701404

275520

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

 

I made sure to go into the closet with the splitter and connect directly to the COAX that comes from the outside, but still getting the same issue. I see others on the forum having the same issues as me, so I wanted to see what is causing it. I cannot work in this situation. I have technicain coming out tomorrow, but from the looks of the other poster, I might be safer posting here first and finding out the necessary info for the technican. 

 

P.S. Regardless if I am connected via Ethernet or Wi-Fi I have constant package loss and dropped connections. 

Highlighted
Diamond Problem Solver

Re: Modem connected, but Xfinity site says my modem is offline and I am getting disconnects througho

If those are the levels without a splitter, the downstream is too low and upstream too high. Wait for your tech

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
Highlighted
Regular Visitor

Re: Modem connected, but Xfinity site says my modem is offline and I am getting disconnects througho

The tech came out and stated that he does deal with "netgear error messages" even though this is not sepecific to netgear (as we can see in the forums). My speed is still way off with the up and down still completely insane. 

 

He also states i need a  docsis 3.1 modem to get gig speeds. I am a Netgear CM1200 which is Docsis 3.1 ... So I don't think he was able to get anything working.

Highlighted
Diamond Problem Solver

Re: Modem connected, but Xfinity site says my modem is offline and I am getting disconnects througho

I think you need a second opinion

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!