Community Forum

Re: Internet completely down

Highlighted
Regular Visitor

Re: Internet completely down

Hi, I'm new a southeast Denver customer with the "gigabit" plan since April 7th. I have had constant problems every day, and right now my service was just completely down again for an hour. This is an unacceptable level of reliability. I'm using a brand new motorola mb8600 modem, and a netgear orbi for wifi. I've also verified the same problems when attached directly to the modem. I'm posting a list of outages I've been keeping, my signal strengths and event logs. I'm not an expert on this but from what I can tell from googling the signal strengths are all reasonable and not indicating a problem with my equipment or wiring. There is a serious service problem here with xfinity, I can't get in contact with them at all so far and I will be disputing my bill or possibly cancelling.

 

Here is my list of outages I've been keeping:

date time description
4/12/20 multiple days
was gone for a couple days and no connectivity the whole time until i got back and restarted modem
4/15/20 morning
down for over an hour
4/15/20 8:00 PM
no connectivity, modem restart
4/16/20 7:00 AM
no connectivity, modem restart
4/16/20 10:36 AM
very slow, speed test showing 13.94 down and 18.65 up
4/16/20 2:00 PM
no connectivity, modem restart
4/16/20 5:45 PM
no connectivity, modem restart
4/17/20 12:15 AM
no connectivity, modem restart
4/17/20 7:34 AM
no connectivity, modem restart not restoring service from 7am until 7:34am
4/17/20 8:54 AM
no connectivity, modem restart
4/18/20 8:00 AM
no connectivity, modem restart
4/18/20 9:20 AM
no connectivity, modem restart
4/18/20 9:54 AM
cannot make new connections, noticed existing connections would stay open.
4/18/20 10:45 AM
modem connects, was only getting a green down arrow before, tried 3 different coax plugs in apartment

 

Signal Strength from 4/16/2020

Downstream Bonded Channels

 

 

 

Channel

Lock Status

Modulation

Channel ID

Freq. (MHz)

Pwr (dBmV)

SNR (dB)

Corrected

Uncorrected

1

Locked

QAM256

20

519.0

2.8

43.0

0

0

2

Locked

QAM256

8

441.0

3.1

42.9

0

0

3

Locked

QAM256

9

447.0

3.2

43.1

0

0

4

Locked

QAM256

10

453.0

3.4

43.1

0

0

5

Locked

QAM256

11

459.0

3.3

43.0

0

0

6

Locked

QAM256

12

465.0

3.1

43.1

0

0

7

Locked

QAM256

13

471.0

3.0

42.9

0

0

8

Locked

QAM256

14

477.0

2.9

42.8

0

0

9

Locked

QAM256

15

483.0

2.8

42.9

0

0

10

Locked

QAM256

16

489.0

2.9

43.0

0

0

11

Locked

QAM256

17

495.0

2.8

43.0

0

0

12

Locked

QAM256

18

507.0

2.8

43.0

0

0

13

Locked

QAM256

19

513.0

2.8

43.0

0

0

14

Locked

QAM256

21

525.0

2.8

42.9

0

0

15

Locked

QAM256

22

531.0

2.6

42.7

0

0

16

Locked

QAM256

23

537.0

2.6

42.7

0

0

17

Locked

QAM256

24

543.0

2.8

42.9

0

0

18

Locked

QAM256

25

549.0

2.8

42.8

0

0

19

Locked

QAM256

26

555.0

2.9

43.0

0

0

20

Locked

QAM256

27

561.0

3.0

42.8

0

0

21

Locked

QAM256

28

567.0

2.7

42.7

0

0

22

Locked

QAM256

29

573.0

2.8

42.7

0

0

23

Locked

QAM256

30

579.0

2.9

42.7

0

0

24

Locked

QAM256

31

585.0

2.9

42.7

0

0

25

Locked

QAM256

32

591.0

3.2

42.9

0

0

26

Locked

QAM256

33

597.0

3.3

42.7

0

0

27

Locked

QAM256

34

603.0

3.0

42.6

0

0

28

Locked

QAM256

35

609.0

3.1

42.7

0

0

29

Locked

QAM256

36

615.0

2.8

42.7

0

0

30

Locked

QAM256

37

621.0

2.8

42.7

0

0

31

Locked

QAM256

38

627.0

3.1

42.9

0

0

32

Locked

OFDM PLC

48

722.0

2.7

40.8

2460145

0

 

Upstream Bonded Channels

 

 

 

Channel

Lock Status

Channel Type

Channel ID

Symb. Rate (Ksym/sec)

Freq. (MHz)

Pwr (dBmV)

1

Locked

SC-QAM

1

5120

36.5

42.8

2

Locked

SC-QAM

2

5120

30.1

44.0

3

Locked

SC-QAM

3

5120

23.7

44.3

4

Locked

SC-QAM

4

5120

17.3

44.3

 

Modem event log from 4/16/2020

 

Event Log

 

 

Log

 

 

 

 

Time

 

Priority

 

Description

 

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;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=00:40:36:61:60:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;CM-QOS=1.1;CM-VER=3.1;

 

18:50:28

Thu Apr 9 2020

 

Critical (3)

 

Resetting the cable modem due to docsDevResetNow

 

Time Not Established

 

Critical (3)

 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;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=00:40:36:61:60:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;CM-QOS=1.1;CM-VER=3.1;

 

06:34:00

Fri Apr 10 2020

 

Critical (3)

 

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;CM-QOS=1.1;CM-VER=3.1;

 

06:34:38

Fri Apr 10 2020

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;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=00:40:36:61:60:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;CM-QOS=1.1;CM-VER=3.1;

 

03:55:05

Sat Apr 11 2020

 

Critical (3)

 

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;CM-QOS=1.1;CM-VER=3.1;

 

03:56:03

Sat Apr 11 2020

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;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=00:40:36:61:60:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;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=00:40:36:61:60:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;CM-QOS=1.1;CM-VER=3.1;

 

16:31:14

Mon Apr 13 2020

 

Critical (3)

 

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;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=00:40:36:61:60:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;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=00:40:36:61:60:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;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=00:40:36:61:60:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;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=00:40:36:61:60:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;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=00:40:36:61:60:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;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=00:40:36:61:60:05;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Time Not Established

 

Notice (6)

 

Honoring MDD; IP provisioning mode = IPv6

 

17:23:23

Thu Apr 16 2020

 

Notice (6)

 

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=00:40:36:61:60:05;CMTS-MAC=00:01:5c:65:dc:4d;CM-QOS=1.1;CM-VER=3.1;

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Highlighted
New Poster

Re: Internet completely down

Same her in Spokane WA. I've had this service for 4 days and have had numerous issues with it being down. Should have never switched