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user_vvinot
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Monday, February 17th, 2025 3:17 AM

[Logs/Connections Attached] Intermittent Connection Issues, Please Help

Hello,

I've been experiencing intermittent connection issues with my Nighthawk CM1200 modem over the past few weeks. The connection drops randomly, and sometimes it shows the signal is strong but the actual speed is slow. I've noticed the following:

  • I've tried power cycling the modem multiple times, but the issue persists.
  • All physical connections and wires have been checked, and in good condition.
  • The modem’s event logs frequently report the following errors:
    • "UCD invalid or channel unusable"
    • "SYNC Timing Synchronization failure"
    • "Started Unicast Maintenance Ranging - No Response received -"

I’ll post the modem specs and signal levels below from the modem's IP page for further analysis . Any insights or troubleshooting steps would be greatly appreciated.

Thanks in advance!

Time

Priority

Description

Sun Feb 16 18:03:22 2025

Critical (3)

UCD invalid or channel unusable;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun Feb 16 18:03:14 2025

Notice (6)

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun Feb 16 18:03:13 2025

Critical (3)

UCD invalid or channel unusable;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun Feb 16 18:03:08 2025

Notice (6)

TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun Feb 16 18:02:58 2025

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Sun Feb 16 18:02:55 2025

Critical (3)

UCD invalid or channel unusable;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun Feb 16 18:02:48 2025

Warning (5)

ToD request sent - No Response received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

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

Fri Feb 14 03:36:42 2025

Notice (6)

CM-STATUS message sent. Event Type Code: 22; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Fri Feb 14 03:34:30 2025

Notice (6)

CM-STATUS message sent. Event Type Code: 23; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Fri Feb 14 03:33:26 2025

Notice (6)

CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Fri Feb 14 03:31:47 2025

Notice (6)

CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Fri Feb 14 03:30:53 2025

Notice (6)

CM-STATUS message sent. Event Type Code: 1; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Fri Feb 14 03:30:33 2025

Warning (5)

MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Fri Feb 14 03:30:32 2025

Notice (6)

CM-STATUS message sent. Event Type Code: 21; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Fri Feb 14 03:30:32 2025

Notice (6)

CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Fri Feb 14 03:30:32 2025

Notice (6)

CM-STATUS message sent. Event Type Code: 20; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Thu Feb 13 12:59:43 2025

Critical (3)

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

Wed Feb 12 07:04:38 2025

Critical (3)

UCD invalid or channel unusable;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Feb 12 07:04:30 2025

Notice (6)

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Feb 12 07:04:29 2025

Critical (3)

UCD invalid or channel unusable;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Feb 12 07:04:24 2025

Notice (6)

TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Feb 12 07:04:16 2025

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Wed Feb 12 07:04:12 2025

Critical (3)

UCD invalid or channel unusable;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Feb 12 07:04:06 2025

Warning (5)

ToD request sent - No Response received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

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

Wed Feb 12 00:44:59 2025

Critical (3)

UCD invalid or channel unusable;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Feb 12 00:44:52 2025

Notice (6)

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Feb 12 00:44:47 2025

Notice (6)

TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Feb 12 00:44:39 2025

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Wed Feb 12 00:44:37 2025

Critical (3)

UCD invalid or channel unusable;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Wed Feb 12 00:44:30 2025

Warning (5)

ToD request sent - No Response received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

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

Tue Feb 11 16:42:33 2025

Notice (6)

SW download Successful - Via Config file

Tue Feb 11 16:41:35 2025

Notice (6)

CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Tue Feb 11 16:41:34 2025

Notice (6)

SW Download INIT - Via Config file d11_m_cm1200_connectmore_c01.cm

Tue Feb 11 16:41:30 2025

Critical (3)

UCD invalid or channel unusable;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;



Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 579000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD IPv6 only
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 28 579000000 Hz 2.7 dBmV 45.3 dB 0 0
2 Locked QAM256 1 417000000 Hz 2.6 dBmV 45.8 dB 0 0
3 Locked QAM256 2 423000000 Hz 2.6 dBmV 45.8 dB 0 0
4 Locked QAM256 3 429000000 Hz 2.9 dBmV 45.8 dB 0 0
5 Locked QAM256 4 435000000 Hz 2.7 dBmV 45.7 dB 0 0
6 Locked QAM256 5 441000000 Hz 2.7 dBmV 45.8 dB 0 0
7 Locked QAM256 6 447000000 Hz 2.8 dBmV 45.8 dB 0 0
8 Locked QAM256 7 453000000 Hz 2.8 dBmV 45.8 dB 0 0
9 Locked QAM256 8 459000000 Hz 2.9 dBmV 45.8 dB 0 0
10 Locked QAM256 9 465000000 Hz 3.1 dBmV 45.9 dB 0 0
11 Locked QAM256 10 471000000 Hz 3 dBmV 45.9 dB 0 0
12 Locked QAM256 11 477000000 Hz 3.2 dBmV 45.9 dB 0 0
13 Locked QAM256 12 483000000 Hz 3.2 dBmV 45.9 dB 0 0
14 Locked QAM256 13 489000000 Hz 3 dBmV 45.8 dB 0 0
15 Locked QAM256 14 495000000 Hz 3.2 dBmV 45.9 dB 0 0
16 Locked QAM256 15 501000000 Hz 3 dBmV 42.9 dB 0 0
17 Locked QAM256 16 507000000 Hz 3.1 dBmV 42.9 dB 0 0
18 Locked QAM256 17 513000000 Hz 3.2 dBmV 43 dB 0 0
19 Locked QAM256 18 519000000 Hz 3.2 dBmV 45.8 dB 0 0
20 Locked QAM256 19 525000000 Hz 3 dBmV 45.5 dB 0 0
21 Locked QAM256 20 531000000 Hz 3.1 dBmV 45.6 dB 0 0
22 Locked QAM256 21 537000000 Hz 2.9 dBmV 45.5 dB 0 0
23 Locked QAM256 22 543000000 Hz 2.7 dBmV 45.4 dB 0 0
24 Locked QAM256 23 549000000 Hz 2.7 dBmV 45.3 dB 0 0
25 Locked QAM256 24 555000000 Hz 2.4 dBmV 45.2 dB 0 0
26 Locked QAM256 25 561000000 Hz 2.6 dBmV 45.1 dB 0 0
27 Locked QAM256 26 567000000 Hz 2.4 dBmV 45.1 dB 0 0
28 Locked QAM256 27 573000000 Hz 2.6 dBmV 45.2 dB 0 0
29 Locked QAM256 29 585000000 Hz 2.8 dBmV 45.3 dB 0 0
30 Locked QAM256 30 591000000 Hz 2.9 dBmV 45.3 dB 0 0
31 Locked QAM256 31 597000000 Hz 3.1 dBmV 45.3 dB 0 0
32 Locked QAM256 32 603000000 Hz 3.2 dBmV 43.5 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 17 5120 Ksym/sec 16400000 Hz 45.8 dBmV
2 Locked ATDMA 18 5120 Ksym/sec 22800000 Hz 46.5 dBmV
3 Locked ATDMA 19 5120 Ksym/sec 29200000 Hz 47 dBmV
4 Locked ATDMA 20 5120 Ksym/sec 35600000 Hz 47.5 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock
Status		 Modulation /
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 957000000 Hz 1.5 dBmV 43.3 dB 148 ~ 3947 69835478 21134462 0
2 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 0
 
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


Your help is greatly appreciated.

Question

 • 

Updated 

2 months ago

46

3

0

XfinityChelseaB

Official Employee

 • 

1.6K Messages

2 months ago

Hellol @user_vvinot, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

1

0

user_vvinot

3 Messages

@XfinityChelseaB​ 

Hi,

I tried to send a direct message searching with your ID, but your name doesn't show up on the dropdown list. 
I will send one to Xfinity Support, so please check. Thank you.

Like

Reply

2 months ago

0

EG

Expert

 • 

109.9K Messages

2 months ago

@user_vvinot @XfinityChelseaB 

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.

0

0

user_vvinot

3 Messages

2 months ago

Hi @XfinityChelseaB ,

Could you please look into this? This intermittent connection issue intensified today and it's unusable. I sent an account info that you requested thru DM (Sent to Xfinity Support).
Thank you

(edited)

0

0

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