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Network dropping 6-7 times a day
Hello Xfinity Forum!
My gig-speed network is dropping 6-7 times a day and I have had no luck with Xfinity tech support either in person or on the phone on multiple occassions. I have an Xfinity-approved SB8200 modem and an Archer AX50 router. I even had a private tech support company come out to take a look at my set-up. They have concluded that the issue is with Xfinity themselves, but it doesn't seem like Xfinity will consider this and the tech they sent out didn't even check the wiring. I see that others have had this same issue, so I am posting what I believe is the relevant information from my modem in hopes that perhaps someone may be able to help me with this.
My apologies for the long post, I'm just feeling like I'm at my wit's end and am hoping to perhaps get some better answers here on the fourm. Have folks changed to Verison or Cox and had better results? I'm wondering if that is what I need to do if it really is an Xfinity issue, even though I really don't want to have to change providers if I don't have to.
Thank you so much to everyone for looking and I hope you are all doing well and staying safe!
Startup Procedure
| Procedure | Status | Comment |
| Acquire Downstream Channel | 603000000 Hz | Locked |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | |
| Security | Enabled | BPI+ |
| DOCSIS Network Access Enabled | Allowed |
| Procedure | Status | Comment |
| Acquire Downstream Channel | 603000000 Hz | Locked |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | |
| Security | Enabled | BPI+ |
| DOCSIS Network Access Enabled | Allowed |
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 17 | Locked | QAM256 | 603000000 Hz | -4.1 dBmV | 41.8 dB | 43 | 18 |
| 14 | Locked | QAM256 | 585000000 Hz | -3.5 dBmV | 42.3 dB | 49 | 0 |
| 15 | Locked | QAM256 | 591000000 Hz | -3.7 dBmV | 41.8 dB | 55 | 0 |
| 16 | Locked | QAM256 | 597000000 Hz | -3.4 dBmV | 42.1 dB | 58 | 0 |
| 18 | Locked | QAM256 | 609000000 Hz | -3.9 dBmV | 42.0 dB | 60 | 0 |
| 19 | Locked | QAM256 | 615000000 Hz | -3.9 dBmV | 41.9 dB | 77 | 0 |
| 20 | Locked | QAM256 | 621000000 Hz | -3.8 dBmV | 42.0 dB | 36 | 29 |
| 21 | Locked | QAM256 | 627000000 Hz | -4.0 dBmV | 41.5 dB | 85 | 0 |
| 22 | Locked | QAM256 | 633000000 Hz | -4.0 dBmV | 41.6 dB | 48 | 0 |
| 23 | Locked | QAM256 | 639000000 Hz | -4.0 dBmV | 41.4 dB | 54 | 0 |
| 24 | Locked | QAM256 | 645000000 Hz | -4.2 dBmV | 41.3 dB | 77 | 0 |
| 25 | Locked | Other | 780000000 Hz | -4.8 dBmV | 39.5 dB | 436427550 | 16 |
| 26 | Not Locked | QAM256 | 0 Hz | 0.0 dBmV | 41.5 dB | 54 | 0 |
| 27 | Locked | QAM256 | 651000000 Hz | -4.0 dBmV | 41.3 dB | 56 | 0 |
| 28 | Locked | QAM256 | 657000000 Hz | -4.4 dBmV | 41.4 dB | 73 | 0 |
| 29 | Locked | QAM256 | 663000000 Hz | -4.5 dBmV | 41.3 dB | 65 | 0 |
| 30 | Locked | QAM256 | 669000000 Hz | -4.6 dBmV | 41.3 dB | 24 | 0 |
| 31 | Locked | QAM256 | 675000000 Hz | -4.2 dBmV | 41.3 dB | 38 | 28 |
| 32 | Locked | QAM256 | 681000000 Hz | -4.6 dBmV | 41.6 dB | 62 | 0 |
| 33 | Locked | QAM256 | 687000000 Hz | -4.2 dBmV | 41.7 dB | 60 | 15 |
| 34 | Locked | QAM256 | 693000000 Hz | -4.1 dBmV | 41.9 dB | 49 | 0 |
| 35 | Locked | QAM256 | 699000000 Hz | -4.1 dBmV | 41.6 dB | 34 | 0 |
| 36 | Locked | QAM256 | 705000000 Hz | -4.2 dBmV | 41.6 dB | 21 | 0 |
| 37 | Locked | QAM256 | 711000000 Hz | -4.3 dBmV | 41.7 dB | 35 | 0 |
| 38 | Locked | QAM256 | 717000000 Hz | -4.3 dBmV | 41.1 dB | 10 | 0 |
| 39 | Locked | QAM256 | 723000000 Hz | -5.0 dBmV | 41.4 dB | 28 | 0 |
| 40 | Locked | QAM256 | 729000000 Hz | -4.6 dBmV | 40.9 dB | 4 | 0 |
| 41 | Locked | QAM256 | 735000000 Hz | -4.9 dBmV | 41.2 dB | 40 | 0 |
| 42 | Locked | QAM256 | 741000000 Hz | -4.6 dBmV | 41.3 dB | 30 | 0 |
| 43 | Locked | QAM256 | 747000000 Hz | -4.9 dBmV | 41.5 dB | 7 | 0 |
| 44 | Locked | QAM256 | 753000000 Hz | -4.7 dBmV | 41.0 dB | 10 | 0 |
| 45 | Locked | QAM256 | 759000000 Hz | -5.0 dBmV | 41.4 dB | 22 | 0 |
| Channel | Channel ID | Lock Status | US Channel Type | Frequency | Width | Power |
| 1 | 8 | Locked | SC-QAM Upstream | 17300000 Hz | 6400000 Hz | 41.0 dBmV |
| 2 | 5 | Locked | SC-QAM Upstream | 36500000 Hz | 6400000 Hz | 43.0 dBmV |
| 3 | 6 | Locked | SC-QAM Upstream | 30100000 Hz | 6400000 Hz | 43.0 dBmV |
| 4 | 7 | Locked | SC-QAM Upstream | 23700000 Hz | 6400000 Hz | 42.0 dBmV |
Below are my error messages from my modem with just the latest drop.
| 11/02/2020 12:57 | 2436694066 | 6 | "Honoring MDD; IP provisioning mode = IPv6" |
| 11/02/2020 12:57 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:57 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:57 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:57 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:55 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 7; Chan ID: 5 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:55 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:54 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 7; Chan ID: 5 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:54 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:54 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 7; Chan ID: 5 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:54 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 7; Chan ID: 5 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000800 | 3 | "16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000600 | 3 | "Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 7; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:53 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:52 | 82000800 | 3 | "16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:52 | 82000600 | 3 | "Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
| 11/02/2020 12:52 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=ec:a9:40:f4:67:39;CMTS-MAC=00:01:5c:85:ae:71;CM-QOS=1.1;CM-VER=3.1;" |
No Responses!