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Started having high latency and drops alot last couple weeks. Please Help.

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Regular Visitor

Started having high latency and drops alot last couple weeks. Please Help.

Hi, I have been trying everything i could think of the past week with no luck.  I have had the same service for a couple years all worked good, just past couple weeks my area had a couple outages and then ever since it seems its been getting worse dropping out.  I keep getting kicked off games and that has never happened before.  

 

I have my own router (mb8600) 600mbps service

all unifi network, but i have been testing with computer plugged into modem.

I have replaced every cable i possibly can, just the one coming in from outside i couldnt.  No splitters, I dont have tv so the feed goes right into the modem, ive tried adding a splitter (how desperate i am) of coarse that didnt help.

 

I then found these forums and how to get modem logs, it looks like Im having issues but Im no cable expert.  Could someone please take a look and let me know if you see anything concerning or if I should start looking elsewhere.  

 

ALso, this happens on multiple computers not just the one.

 

Thank you.

 

Screen Shot 2019-10-23 at 4.07.27 AM.pngScreen Shot 2019-10-23 at 4.07.18 AM.pngScreen Shot 2019-10-23 at 4.07.11 AM.png

 

	16:10:59
Wed Oct 16 2019	 	Critical (3)	 	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;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=00:40:36:4e:d0:2e;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=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;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=00:40:36:4e:d0:2e;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=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	12:38:58
Tue Oct 22 2019	 	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=00:40:36:4e:d0:2e;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=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	12:44:51
Tue Oct 22 2019	 	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=00:40:36:4e:d0:2e;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=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;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=00:40:36:4e:d0:2e;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=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;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=00:40:36:4e:d0:2e;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
   	02:40:50
Wed Oct 23 2019	 	Notice (6)	 	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;

 

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Expert

Re: Started having high latency and drops alot last couple weeks. Please Help.

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Regular Visitor

Re: Started having high latency and drops alot last couple weeks. Please Help.

THanks they looked odd, it looks they werre approved now though?

Highlighted
Expert

Re: Started having high latency and drops alot last couple weeks. Please Help.

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Official Employee

Re: Started having high latency and drops alot last couple weeks. Please Help.


@darbos123 wrote:

THanks they looked odd, it looks they werre approved now though?


Hey @darbos123,  

 

We appreciate you for using the Xfinity Forums to bring this to our attention. I'd be happy to take a deeper look into your account to help isolate the cause of your internet issues. Can you please send a private message with your first and last name as it appears on your account?

 

To send a Private Message, click on "Comcast_Support” and then click “send a message".


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Regular Visitor

Re: Started having high latency and drops alot last couple weeks. Please Help.

Thank you much EG.  Ive reached out to CS.

Highlighted
Regular Visitor

Re: Started having high latency and drops alot last couple weeks. Please Help.

Hello, I sent a private message with the info requested.

 

I did want to show you my updated logs, I just checked and it looks like its getting a lot of new messages.  I quick google search suggests an ofdm channel is failing.

 

	05:07:58
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	05:08:26
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	05:17:49
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	06:09:38
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	07:07:50
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	07:08:22
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	07:16:00
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	07:16:26
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	08:09:11
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	09:07:36
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	09:54:36
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	09:54:51
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	10:24:08
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	11:10:01
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	12:08:43
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	12:08:58
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	13:23:05
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	13:23:30
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	13:49:18
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	13:49:45
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	13:56:10
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	13:56:28
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	14:53:41
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	15:10:01
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	15:10:31
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	15:10:47
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	16:08:32
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	16:09:18
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	16:20:34
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	16:21:00
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	16:48:56
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
   	16:49:12
Wed Oct 23 2019	 	Notice (6)	 	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:4e:d0:2e;CMTS-MAC=00:01:5c:a9:ba:65;CM-QOS=1.1;CM-VER=3.1;
Highlighted
Official Employee

Re: Started having high latency and drops alot last couple weeks. Please Help.

Thanks for the new screenshots @darbos123. I reviewed your signals and node and was able to determine the issue appears to be with the node. I'd like to get a tech out. I'm going to reply to your private message with a recommendation for our next steps. 

 

 


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Was your question answered? Mark the post as Best Answer!
Highlighted
Frequent Visitor

Re: Started having high latency and drops alot last couple weeks. Please Help.

I am getting this same message on my Motorola modem too. Did Comcast fix your problem?  
let me Thanks