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Speed & Connection Stability Issues, Continuous Unplanned Outage per Outage Map

pr0student
Regular Visitor

Speed & Connection Stability Issues, Continuous Unplanned Outage per Outage Map

Good morning!  I'm hoping for additional assistance recurring speed and connectivity issues.

 

Problem: Speed drops to around 20-30Mbps per Xfinity speed test, entire connection drops (not always simultaneously).

Plan: Gigabit

Equipment: SB8200 modem, home run to tap (coupler in attic, coupler in box on house to pedestal behind house).

 

We started noticing the issues around November 2020 and have continued off and on through today.  When the internet works, it works great.  Speeds are ~950Mbps/~40Mbps and stable.  However, when issues start to occur, the problems above start to appear.  We haven't been able to pinpoint a particular day, time, weather event, etc that the issues occur.  The downstream channel acquired usually starts in the 6XXX range before settling in the 5XXX range.  

 

Rebooting the modem will sometimes fix when issues are occuring, but is usually short lived.  Last night we started noticing the downstream modem light changing from blue (DOCSIS 3.1) to green (DOCSIS 3.0).  I've also bypassed my router and plugged directly into the modem when issues are happening without any luck.

 

I've reached out to phone and Twitter support multiple times to troubleshoot these issues and had a tech out to investigate.  Tech couldn't find any issues and said the signals were in spec with his meter.  Others in the neighborhood are having similar issues.  They've also reported having techs and supervisors out multiple times with no resolution.  I'm happy to put others in the neighborhood in touch with a Comcast representative if they need additional info from customers experiencing the same issues.

 

There's also a near constant unplanned outage on the Outage Map in the Xfinity app, although I've received mixed information when phone and Twitter support tries to provide estimated times of resolution (some have reported they don't see any outages).

 

Any help is greatly appreciated!

 

Cable Modem Stats/Log

 

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel555000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 

Downstream Bonded Channels

Channel IDLock StatusModulationFrequencyPowerSNR/MERCorrectedUncorrectables
25LockedQAM256555000000 Hz2.6 dBmV40.0 dB10
1LockedQAM256405000000 Hz4.2 dBmV41.6 dB00
2LockedQAM256411000000 Hz4.0 dBmV41.5 dB00
3LockedQAM256417000000 Hz4.0 dBmV41.5 dB00
4LockedQAM256423000000 Hz3.8 dBmV41.3 dB00
5LockedQAM256429000000 Hz3.5 dBmV41.2 dB00
6LockedQAM256435000000 Hz3.3 dBmV41.0 dB00
7LockedQAM256447000000 Hz2.8 dBmV41.0 dB00
8LockedQAM256453000000 Hz2.6 dBmV40.9 dB10
9LockedQAM256459000000 Hz2.4 dBmV40.9 dB00
10LockedQAM256465000000 Hz2.3 dBmV40.9 dB00
11LockedQAM256471000000 Hz2.4 dBmV41.0 dB10
12LockedQAM256477000000 Hz2.3 dBmV40.9 dB00
13LockedQAM256483000000 Hz2.3 dBmV40.9 dB00
14LockedQAM256489000000 Hz2.4 dBmV41.0 dB10
15LockedQAM256495000000 Hz2.1 dBmV40.9 dB00
16LockedQAM256501000000 Hz2.0 dBmV40.9 dB00
17LockedQAM256507000000 Hz2.0 dBmV40.8 dB00
18LockedQAM256513000000 Hz2.0 dBmV40.7 dB00
19LockedQAM256519000000 Hz2.1 dBmV40.7 dB10
20LockedQAM256525000000 Hz2.0 dBmV40.5 dB00
21LockedQAM256531000000 Hz2.0 dBmV40.6 dB00
22LockedQAM256537000000 Hz2.1 dBmV40.6 dB00
23LockedQAM256543000000 Hz2.3 dBmV40.6 dB00
24LockedQAM256549000000 Hz2.3 dBmV40.8 dB00
26LockedQAM256561000000 Hz2.6 dBmV40.5 dB00
27LockedQAM256567000000 Hz2.5 dBmV40.4 dB10
28LockedQAM256573000000 Hz2.7 dBmV40.6 dB10
29LockedQAM256579000000 Hz2.8 dBmV39.7 dB10
30LockedQAM256585000000 Hz2.9 dBmV40.5 dB10
31LockedQAM256591000000 Hz3.0 dBmV40.2 dB00
32LockedQAM256597000000 Hz3.2 dBmV40.6 dB00
159LockedOther690000000 Hz4.0 dBmV37.5 dB4034869640

 

Upstream Bonded Channels

ChannelChannel IDLock StatusUS Channel TypeFrequencyWidthPower
11LockedSC-QAM Upstream35600000 Hz6400000 Hz46.0 dBmV
22LockedSC-QAM Upstream29200000 Hz6400000 Hz46.0 dBmV
33LockedSC-QAM Upstream22800000 Hz6400000 Hz46.0 dBmV
44LockedSC-QAM Upstream16400000 Hz6400000 Hz47.0 dBmV
55LockedSC-QAM Upstream39600000 Hz1600000 Hz47.0 dBmV

 

Date Time

Event ID

Event Level

Description

02/07/2021 07:29

67050300

5

"DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/07/2021 07:29

84000500

3

"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/07/2021 07:17

2436694061

5

"Dynamic Range Window violation"

02/07/2021 07:17

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/07/2021 07:17

73050400

5

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

02/07/2021 07:17

67061600

6

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

02/07/2021 07:17

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/07/2021 07:17

73040200

3

"TLV-11 - Illegal Set operation failed;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

2436694066

6

"Honoring MDD; IP provisioning mode = IPv6"

01/01/1970 00:00

84000100

3

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

02/06/2021 22:47

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 22:47

73040200

3

"TLV-11 - Illegal Set operation failed;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 22:46

82000200

3

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

02/06/2021 22:13

84000500

3

"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 22:01

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 22:01

73040200

3

"TLV-11 - Illegal Set operation failed;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

84000100

3

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

02/06/2021 09:41

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 09:41

73040200

3

"TLV-11 - Illegal Set operation failed;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

84000100

3

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

02/06/2021 07:37

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 07:37

73040200

3

"TLV-11 - Illegal Set operation failed;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 07:37

82000200

3

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

02/06/2021 07:31

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 07:31

73040200

3

"TLV-11 - Illegal Set operation failed;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 07:30

82000200

3

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

02/06/2021 07:28

82000500

3

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

02/06/2021 07:17

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 07:17

73040200

3

"TLV-11 - Illegal Set operation failed;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 07:16

82000200

3

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

02/06/2021 07:11

82000200

3

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

02/06/2021 06:55

82000200

3

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

02/06/2021 06:38

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 06:38

73040200

3

"TLV-11 - Illegal Set operation failed;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 06:38

82000200

3

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

02/06/2021 05:55

82000200

3

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

02/06/2021 05:36

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 05:36

73040200

3

"TLV-11 - Illegal Set operation failed;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 05:36

82000200

3

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

02/06/2021 05:24

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 05:24

73040200

3

"TLV-11 - Illegal Set operation failed;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

02/06/2021 05:24

82000200

3

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

02/06/2021 05:18

82000200

3

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

02/06/2021 05:16

82000200

3

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

02/06/2021 05:15

82000200

3

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

02/06/2021 05:13

82000200

3

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

02/06/2021 04:48

82000200

3

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

02/06/2021 02:56

82000200

3

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

02/06/2021 02:43

82000200

3

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

02/06/2021 02:14

82000200

3

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