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user_ndeghe
1st Topic

4 Messages

Sunday, August 4th, 2024 3:08 PM

Intermittent interruptions to internet, multiple times per day, no pattern, modem log shows multiple issues

So I've been having issues with my internet for over a month. I've called, I've texted, I've had service techs out.

I was told my Netgear CM500V was "too old for my download speeds" so I replaced it with a CM2050V, which of course has not helped.

I was told the underground wire from the drop to my house was old and needed to be replaced. The ground was marked a month ago and the wire hasn't been replaced yet.

I was told recently that there's "a lot of noise in the area" and that a higher level tech needs to address that. (OK, when?)

I now have another tech scheduled to come out Thursday, but I honestly don't know how they can help when the other issues haven't been addressed.

I have an open ticket number.

I was looking at my modem information and logs for the first time last night, and googling some of it to try to understand it. That's how I found this forum.

Here's my modem log for the past hour

Event Log
Clear Log Refresh Export
 
Time Priority Description
Sun Aug 04 08:40:46 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;
Sun Aug 04 08:35:38 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;
Sun Aug 04 08:34:41 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;
Sun Aug 04 08:32:54 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;
Sun Aug 04 08:00:34 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;
Sun Aug 04 07:58:09 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;
Sun Aug 04 07:55:15 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:53:05 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;
Sun Aug 04 07:51:50 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;
Sun Aug 04 07:51:45 2024 (Warning (5)) Dynamic Range Window violation
Sun Aug 04 07:51:45 2024 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;
Sun Aug 04 07:51:45 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;
Sun Aug 04 07:51:37 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;
Sun Aug 04 07:45:05 2024 (Critical (3)) No Ranging Response received - T3 time-out;
Sun Aug 04 07:44:41 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:44:20 2024 (Critical (3)) No Ranging Response received - T3 time-out;
Sun Aug 04 07:44:20 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:44:19 2024 (Critical (3)) No Ranging Response received - T3 time-out;
Sun Aug 04 07:44:19 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:44:15 2024 (Critical (3)) No Ranging Response received - T3 time-out;
Sun Aug 04 07:44:15 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:44:11 2024 (Critical (3)) No Ranging Response received - T3 time-out;
Sun Aug 04 07:44:11 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:44:06 2024 (Critical (3)) No Ranging Response received - T3 time-out;
Sun Aug 04 07:44:06 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:44:00 2024 (Critical (3)) No Ranging Response received - T3 time-out;
Sun Aug 04 07:44:00 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:43:59 2024 (Critical (3)) No Ranging Response received - T3 time-out;
Sun Aug 04 07:43:59 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:43:56 2024 (Critical (3)) No Ranging Response received - T3 time-out;
Sun Aug 04 07:43:56 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:43:53 2024 (Critical (3)) No Ranging Response received - T3 time-out;
Sun Aug 04 07:43:52 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:43:50 2024 (Critical (3)) No Ranging Response received - T3 time-out;
Sun Aug 04 07:43:50 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:43:49 2024 (Critical (3)) No Ranging Response received - T3 time-out;
Sun Aug 04 07:43:49 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:43:46 2024 (Critical (3)) No Ranging Response received - T3 time-out;
Sun Aug 04 07:43:45 2024 (Critical (3)) UCD invalid or channel unusable;
Sun Aug 04 07:43:45 2024 (Critical (3)) No Ranging Response received - T3 time-out;

And my current Cable Connection with power and SnR (btw, last night I could only get one bonded upstream channel and the power was 59.3 dBmV)

Cable Connection
Cancel Apply
Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 477000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 20 477000000 Hz -5.5 dBmV 41.6 dB 56 66
2 Locked QAM256 1 363000000 Hz -4.1 dBmV 42.7 dB 96 63
3 Locked QAM256 2 369000000 Hz -3.9 dBmV 42.7 dB 45 65
4 Locked QAM256 3 375000000 Hz -3.9 dBmV 42.7 dB 88 80
5 Locked QAM256 4 381000000 Hz -4.1 dBmV 42.6 dB 179 117
6 Locked QAM256 5 387000000 Hz -4.3 dBmV 42.5 dB 2074 162
7 Locked QAM256 6 393000000 Hz -4.7 dBmV 42.4 dB 2271 164
8 Locked QAM256 7 399000000 Hz -4.9 dBmV 42.3 dB 1131 135
9 Locked QAM256 8 405000000 Hz -5.1 dBmV 42.2 dB 144 103
10 Locked QAM256 9 411000000 Hz -5.2 dBmV 41.8 dB 86 78
11 Locked QAM256 10 417000000 Hz -5.2 dBmV 42.0 dB 57 74
12 Locked QAM256 11 423000000 Hz -5.3 dBmV 42.0 dB 84 52
13 Locked QAM256 12 429000000 Hz -5.3 dBmV 41.9 dB 40 52
14 Locked QAM256 13 435000000 Hz -5.4 dBmV 41.8 dB 36 50
15 Locked QAM256 14 441000000 Hz -5.7 dBmV 41.8 dB 49 52
16 Locked QAM256 15 447000000 Hz -5.7 dBmV 41.8 dB 64 78
17 Locked QAM256 16 453000000 Hz -5.7 dBmV 41.7 dB 124 99
18 Locked QAM256 17 459000000 Hz -5.7 dBmV 41.7 dB 1585 95
19 Locked QAM256 18 465000000 Hz -5.6 dBmV 41.7 dB 2032 112
20 Locked QAM256 19 471000000 Hz -5.6 dBmV 41.7 dB 245 85
21 Locked QAM256 21 483000000 Hz -5.6 dBmV 41.6 dB 38 42
22 Locked QAM256 22 489000000 Hz -5.7 dBmV 41.6 dB 34 41
23 Locked QAM256 23 495000000 Hz -5.8 dBmV 41.6 dB 22 36
24 Locked QAM256 24 501000000 Hz -6.0 dBmV 41.5 dB 55 44
25 Locked QAM256 25 507000000 Hz -6.1 dBmV 41.5 dB 19 40
26 Locked QAM256 26 513000000 Hz -6.0 dBmV 41.5 dB 17 33
27 Locked QAM256 27 519000000 Hz -6.0 dBmV 41.4 dB 51 34
28 Locked QAM256 28 525000000 Hz -6.0 dBmV 41.3 dB 38 59
29 Locked QAM256 29 531000000 Hz -6.3 dBmV 41.1 dB 75 60
30 Locked QAM256 30 537000000 Hz -6.7 dBmV 40.9 dB 236 61
31 Locked QAM256 31 543000000 Hz -6.9 dBmV 40.8 dB 36 63
32 Locked QAM256 32 549000000 Hz -7.2 dBmV 40.7 dB 44 34
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 17 5120 16400000 Hz 48.0 dBmV
2 Locked ATDMA 18 5120 22800000 Hz 48.8 dBmV
3 Locked ATDMA 19 5120 29200000 Hz 49.8 dBmV
4 Locked ATDMA 20 5120 35600000 Hz 51.8 dBmV
5 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock Status Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier
Number Range		 Unerrored
Codewords		 Correctable
Codewords		 Uncorrectable
Codewords
1 Locked 0 ,1 ,2 ,3 193 690000000 Hz -9.0 dBmV 38.3 dB 208 ~ 3887 464053140 450973553 1068
2 Locked 0 ,1 ,2 ,3 194 957000000 Hz -15.4 dBmV 33.7 dB 148 ~ 3947 469902203 396980135 46456555
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
 
Current System Time:Sun Aug 04 08:58:38 2024
System Up Time:10:11:20
 

I'm running a ping log that pings google once every 5 minutes to track how often I lose my connection. I lost connection 4 times yesterday afternoon/evening.

8/3/2024 4:53:42 PM                                                    Request Timeout              1            

8/3/2024 4:58:42 PM    173.194.219.103             21.915 56           Succeeded           1            

8/3/2024 5:03:43 PM    173.194.219.103             28.916 56           Succeeded           1            

8/3/2024 5:08:43 PM    173.194.219.103             18.787 56           Succeeded           1            

8/3/2024 5:13:43 PM    173.194.219.103             26.310 56           Succeeded           1            

8/3/2024 5:18:43 PM    173.194.219.103             29.322 56           Succeeded           1            

8/3/2024 5:23:43 PM    173.194.219.103             28.489 56           Succeeded           1            

8/3/2024 5:28:43 PM    173.194.219.103             29.564 56           Succeeded           1            

8/3/2024 5:33:44 PM    173.194.219.103             26.140 56           Succeeded           1            

8/3/2024 5:38:44 PM    173.194.219.103             18.448 56           Succeeded           1            

8/3/2024 5:43:44 PM    173.194.219.103             18.188 56           Succeeded           1            

8/3/2024 5:48:44 PM    173.194.219.103             19.023 56           Succeeded           1            

8/3/2024 5:53:44 PM    173.194.219.103             18.851 56           Succeeded           1            

8/3/2024 5:58:44 PM    173.194.219.103             34.668 56           Succeeded           1            

8/3/2024 6:03:44 PM    173.194.219.103             26.511 56           Succeeded           1            

8/3/2024 6:08:45 PM    173.194.219.103             20.569 56           Succeeded           1            

8/3/2024 6:13:45 PM    173.194.219.103             28.932 56           Succeeded           1            

8/3/2024 6:18:45 PM    173.194.219.103             18.731 56           Succeeded           1            

8/3/2024 6:23:45 PM    173.194.219.103             18.800 56           Succeeded           1            

8/3/2024 6:28:45 PM    173.194.219.103             20.212 56           Succeeded           1            

8/3/2024 6:33:45 PM    173.194.219.103             20.570 56           Succeeded           1            

8/3/2024 6:38:45 PM    173.194.219.103             22.371 56           Succeeded           1            

8/3/2024 6:43:46 PM    173.194.219.103             21.915 56           Succeeded           1            

8/3/2024 6:48:46 PM    173.194.219.103             26.741 56           Succeeded           1            

8/3/2024 6:53:46 PM    173.194.219.103             51.683 56           Succeeded           1            

8/3/2024 6:58:46 PM    173.194.219.103             22.777 56           Succeeded           1            

8/3/2024 7:03:46 PM    173.194.219.103             48.864 56           Succeeded           1            

8/3/2024 7:08:46 PM    173.194.219.103             24.020 56           Succeeded           1            

8/3/2024 7:13:46 PM    173.194.219.103             24.885 56           Succeeded           1            

8/3/2024 7:18:47 PM    173.194.219.103             21.813 56           Succeeded           1            

8/3/2024 7:23:47 PM    173.194.219.103             24.699 56           Succeeded           1            

8/3/2024 7:28:47 PM    173.194.219.103             20.441 56           Succeeded           1            

8/3/2024 7:33:47 PM    173.194.219.103             23.269 56           Succeeded           1            

8/3/2024 7:38:47 PM    173.194.219.103             26.295 56           Succeeded           1            

8/3/2024 7:43:47 PM    173.194.219.103             22.637 56           Succeeded           1            

8/3/2024 7:48:48 PM    173.194.219.103             21.757 56           Succeeded           1            

8/3/2024 7:53:48 PM    173.194.219.103             27.819 56           Succeeded           1            

8/3/2024 7:58:48 PM                                                    Request Timeout              1            

8/3/2024 8:03:49 PM    173.194.219.103             28.974 56           Succeeded           1            

8/3/2024 8:08:49 PM    173.194.219.103             28.247 56           Succeeded           1            

8/3/2024 8:13:49 PM    173.194.219.103             25.483 56           Succeeded           1            

8/3/2024 8:18:49 PM    173.194.219.103             21.288 56           Succeeded           1            

8/3/2024 8:23:49 PM    173.194.219.103             24.700 56           Succeeded           1            

8/3/2024 8:28:50 PM    173.194.219.103             19.392 56           Succeeded           1            

8/3/2024 8:33:50 PM    173.194.219.103             19.642 56           Succeeded           1            

8/3/2024 8:38:50 PM    173.194.219.103             26.147 56           Succeeded           1            

8/3/2024 8:43:50 PM    173.194.219.103             21.660 56           Succeeded           1            

8/3/2024 8:48:50 PM    173.194.219.103             27.676 56           Succeeded           1            

8/3/2024 8:53:50 PM    173.194.219.103             23.563 56           Succeeded           1            

8/3/2024 8:58:51 PM    173.194.219.103             18.764 56           Succeeded           1            

8/3/2024 9:03:51 PM    173.194.219.103             18.820 56           Succeeded           1            

8/3/2024 9:08:51 PM    173.194.219.103             24.713 56           Succeeded           1            

8/3/2024 9:13:51 PM    173.194.219.103             20.450 56           Succeeded           1            

8/3/2024 9:18:51 PM    173.194.219.103             20.633 56           Succeeded           1            

8/3/2024 9:23:52 PM    173.194.219.103             33.133 56           Succeeded           1            

8/3/2024 9:28:52 PM    173.194.219.103             29.775 56           Succeeded           1            

8/3/2024 9:33:52 PM    173.194.219.103             26.138 56           Succeeded           1            

8/3/2024 9:38:52 PM    173.194.219.103             26.127 56           Succeeded           1            

8/3/2024 9:43:52 PM    173.194.219.103             29.435 56           Succeeded           1            

8/3/2024 9:48:52 PM                                                    Request Timeout              1            

8/3/2024 9:53:53 PM    173.194.219.103             21.825 56           Succeeded           1            

8/3/2024 9:58:54 PM    173.194.219.103             26.824 56           Succeeded           1            

8/3/2024 10:03:54 PM  173.194.219.103             21.587 56           Succeeded           1            

8/3/2024 10:08:54 PM  173.194.219.103             20.871 56           Succeeded           1            

8/3/2024 10:13:54 PM  173.194.219.103             26.933 56           Succeeded           1            

8/3/2024 10:18:54 PM  173.194.219.103             24.773 56           Succeeded           1            

8/3/2024 10:23:54 PM  173.194.219.103             22.923 56           Succeeded           1            

8/3/2024 10:28:54 PM  173.194.219.103             20.705 56           Succeeded           1            

8/3/2024 10:33:55 PM  173.194.219.103             26.078 56           Succeeded           1            

8/3/2024 10:38:55 PM  173.194.219.103             48.196 56           Succeeded           1            

8/3/2024 10:43:55 PM  173.194.219.103             19.804 56           Succeeded           1            

8/3/2024 10:48:55 PM  173.194.219.103             27.057 56           Succeeded           1            

8/3/2024 10:53:55 PM  173.194.219.103             27.523 56           Succeeded           1            

8/3/2024 10:58:55 PM  173.194.219.103             31.495 56           Succeeded           1            

8/3/2024 11:03:56 PM  173.194.219.103             28.787 56           Succeeded           1            

8/3/2024 11:08:56 PM  173.194.219.103             23.067 56           Succeeded           1            

8/3/2024 11:13:56 PM                                                  Request Timeout              1            

Question

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Updated 

4 months ago

 • Edited

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XfinityWilliam

Official Employee

 • 

1K Messages

4 months ago

Hello @user_ndeghe. The technician coming out Thursday, will be able to get you a new underground line, and submit any tickets needed, for the maintenance crew to come out and find any noise in the area.

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XfinityThomasA

Official Employee

 • 

1.8K Messages

4 months ago

 

user_ndeghe - Hello again. I hope this message finds you well. Just checking in for an update. How is everything?

 

4

0

user_ndeghe

4 Messages

Still having multiple outages per day. It was out over 6 hours yesterday and over 4 hours Tuesday. The extended outages seem to be because the modem can't lock any upstream channels.

Waiting for the drop bury to put in a new line to the house.

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4 months ago

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XfinityShawn

Official Employee

 • 

1.1K Messages

 

user_ndeghe That is not good to hear, but glad to hear a drop bury will get this resolved. Did you need us to look into your account for specifics to that or no? 

 

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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4 months ago

0

user_ndeghe

4 Messages

Yes, if you could tell me when the drop bury will actually get done, that would be great.

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4 months ago

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XfinityThomasA

Official Employee

 • 

1.8K Messages

Our team can help, user_ndeghe! During the visit, if our technician determines that a new underground cable line needs to be installed, they submit a request for an underground crew to replace the underground cable line. During avisit, if our technician determines that a new underground cable line needs to be installed, they submit a request for an underground crew to replace the underground cable line. If there are no delays, it can take up to 14 business days from the date the technician places the order for your underground cable line to be installed or replaced.  To keep you informed about the work we’re doing, we'll text and/or email you throughout the process of replacing or installing your underground cable line. It is completed in stages. You can also check on our progress by visiting xfinity.com and clicking on the banner message at the top of the page for more details.
Note: To get text messages or emails, you must have a mobile number and/or email address on your account.

 

Our team can help too! If you could please send me a [Modmail message](https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) with your full name and full address, I'd be more than happy to look into this with you.

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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4 months ago

0

EG

Expert

 • 

107.1K Messages

4 months ago

@XfinityThomasA @user_ndeghe 

This is not Reddit / Modmail... To send a direct message (private message) via this platform;


Click "Sign In" if necessary.
 
Click the "Direct Message" icon  in the upper right corner 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 the "Enter" key on your keyboard to send it.

See https://comca.st/3KQF8q9 for an example.

[Permission from and credit given to BruceW].

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