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user_x7ffc9
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Sunday, August 25th, 2024 1:55 AM

Intermitent internet drops

Since starting using xfinity a few months ago I have had frequent issues with my router restarting and taking several minutes to establish a connection. This has made it impossible to game, stream or do much of anything on the wifi. I have the 1000mbps plan and I am using an Arris Surfboard S33v2. I have had 3 technicians out to look at things, and each have had something different they said is the issue. The first one said there was an issue up the pole that needed to be addressed and had someone come out to fix that, another said that there was a loose connection coming from the pole to the building and tightened it, and the third one said that the building was using old satellite cables that were run over the roof and put in a new cable in the crawlspace. After the third visit I noticed some changes, the disconnects are happening more frequently, but it takes less time for it to come back on. This still prevents any streaming or gaming, but at least it is a change I guess. I copied the stats from right after a connection was made one of the times that it disconnected while I was typing this.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 507000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
9 Locked QAM256 507000000 Hz 1 dBmV 38 dB 0 0
6 Locked QAM256 489000000 Hz 2 dBmV 39 dB 0 0
7 Locked QAM256 495000000 Hz 2 dBmV 39 dB 0 0
8 Locked QAM256 501000000 Hz 1 dBmV 38 dB 0 0
10 Locked QAM256 513000000 Hz 1 dBmV 38 dB 0 0
11 Locked QAM256 519000000 Hz 1 dBmV 39 dB 0 0
12 Locked QAM256 525000000 Hz 1 dBmV 39 dB 0 0
13 Locked QAM256 531000000 Hz 1 dBmV 39 dB 0 0
14 Locked QAM256 537000000 Hz 1 dBmV 38 dB 0 0
15 Locked QAM256 543000000 Hz 1 dBmV 38 dB 0 0
16 Locked QAM256 549000000 Hz 1 dBmV 38 dB 0 0
17 Locked QAM256 555000000 Hz 1 dBmV 38 dB 0 0
18 Locked QAM256 561000000 Hz 1 dBmV 38 dB 0 0
19 Locked QAM256 567000000 Hz 1 dBmV 38 dB 0 0
20 Locked QAM256 573000000 Hz 1 dBmV 38 dB 0 0
21 Locked QAM256 579000000 Hz 1 dBmV 38 dB 0 0
22 Locked QAM256 585000000 Hz 0 dBmV 38 dB 0 0
23 Locked QAM256 591000000 Hz 1 dBmV 38 dB 0 0
24 Locked QAM256 597000000 Hz 1 dBmV 38 dB 0 0
25 Locked QAM256 603000000 Hz 1 dBmV 38 dB 0 0
26 Locked QAM256 609000000 Hz 0 dBmV 38 dB 0 0
27 Locked QAM256 615000000 Hz 0 dBmV 38 dB 0 0
28 Locked QAM256 621000000 Hz 0 dBmV 38 dB 0 0
29 Locked QAM256 627000000 Hz 0 dBmV 38 dB 0 0
30 Locked QAM256 633000000 Hz 0 dBmV 38 dB 0 0
31 Locked QAM256 639000000 Hz 0 dBmV 38 dB 0 0
32 Locked QAM256 645000000 Hz 0 dBmV 38 dB 0 0
33 Locked QAM256 651000000 Hz 0 dBmV 37 dB 0 0
34 Locked QAM256 657000000 Hz 0 dBmV 38 dB 0 0
35 Locked QAM256 663000000 Hz 0 dBmV 38 dB 0 0
36 Locked QAM256 669000000 Hz 0 dBmV 37 dB 0 0
37 Locked OFDM PLC 690000000 Hz 0 dBmV 36 dB 1448609 0



Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 35600000 Hz 6400000 41.8 dBmV
2 Locked SC-QAM 29200000 Hz 6400000 42.3 dBmV
3 Locked SC-QAM 22800000 Hz 6400000 43.0 dBmV
4 Locked SC-QAM 16400000 Hz 6400000 42.3 dBmV
9 Locked SC-QAM 39600000 Hz 1600000 41.5 dBmV



Current System Time:Sat Aug 24 20:31:25 2024

And the error log:

Date Time Event Level Description
31/12/1969
19:00:21		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:24		 3 No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:38		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:38		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:38		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:20		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=redacted;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:22		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:25		 3 No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:38		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:38		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:38		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:20		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=redacted;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:22		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:25		 3 No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:37		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:20		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=redacted;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:22		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:25		 3 No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:44		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:44		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:44		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:20		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=redacted;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:22		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:26		 3 No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:42		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:42		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:42		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=redacted;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:20		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:24		 3 No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:37		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=redacted;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:22		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:26		 3 No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:43		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:43		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:43		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=redacted;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:22		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:25		 3 No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:37		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:21		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=redacted;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:22		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:35		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:35		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:35		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=redacted;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:20		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:24		 3 No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:38		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:39		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:39		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:20		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=redacted;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:21		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:25		 3 No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:39		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:39		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:39		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
24/8/2024
20:02:04		 3 Successful LAN WebGUI login from 73.103.167.144 on 24/08/24 at 8:02 PM.
31/12/1969
19:00:16		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=redacted;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:21		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:24		 3 No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:36		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:36		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:36		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:20		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=redacted;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:23		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:26		 3 No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:40		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:40		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:40		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
24/8/2024
20:25:11		 3 Successful LAN WebGUI login from [Edited: "Personal Information"] on 24/08/24 at 8:25 PM.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=redacted;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:20		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
31/12/1969
19:00:23		 3 No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
19:00:26		 6 Honoring MDD; IP provisioning mode = IPv6
31/12/1969
19:00:35		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:35		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:35		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
24/8/2024
20:30:55		 6 DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
24/8/2024
20:31:26		 3 Successful LAN WebGUI login from redacted on 24/08/24 at 8:31 PM.

I can't tell what is causing it to do this, especially since the error log is reset when the modem resets itself, so I can only see after the reboot. I would really appreciate help, this has been going on for months and I want to have reliable usable internet.

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Updated 

3 months ago

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XfinityJohnG

Official Employee

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1.2K Messages

3 months ago

Thank you for reaching out to us here @user_x7ffc9, and for all of that information. I would be happy to check on any service issues from here for you. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

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user_3505da

1 Message

@XfinityJohnG​ I am having the exact same issue.  Got a new router from the KofP Comcast store yesterday and set it up and still the same issue and only getting 114 mgps of my 1.2 mgps service.  WHY?????  HELP!

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3 months ago

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XfinityEva

Official Employee

 • 

1.3K Messages

 

user_3505da Are you still experiencing issues with your connectivity at this time? 
 
We recommend starting out over on our Tips for Troubleshooting Your Xfinity Internet Connection created by our Community Experts

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

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EG

Expert

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107.1K Messages

3 months ago

@user_x7ffc9 @XfinityJohnG 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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