Connectivity
Connectivity and managing Your Comcast Business network
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Occasional Visitor

Multiple Drop Outs Daily

Hello, 

We are experiencing multiple drop outs per hour / per day.   Tech was out once and said the issue was on our end.   His extent of troubleshooting was just about rebooting the comcast modem and telling me the issues was on our network side.   We have since purchased a new NGCM1200 Modem, New Switch, and New Router.   We continue to have same issues after the new equipment was installed.   With the customer owned modem, I have a little more viability into logs and would ask that you guys take a look.   I am not able to find a breakdown of what each error code means, but its showing multiple errors, some critical, and warnings.    

 

Time

Priority

Description

Sat Aug 22 20:52:04 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:52:04 2020

Warning (5)

MDD message timeout;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:52:00 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:51:53 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:51:51 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:51:50 2020

Warning (5)

MDD message timeout;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:51:48 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:51:45 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:51:44 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:50:50 2020

Warning (5)

Dynamic Range Window violation

Sat Aug 22 20:50:50 2020

Warning (5)

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:50:49 2020

Warning (5)

REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:50:40 2020

Notice (6)

TLV-11 - unrecognized OID;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;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=08:36:c9:3f:44:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:50:09 2020

Critical (3)

Resetting the cable modem due to docsDevResetNow

Sat Aug 22 20:47:07 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:46:46 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:46:24 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:46:19 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:45:58 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:45:56 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:45:51 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:45:49 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:44:11 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:44:05 2020

Warning (5)

MDD message timeout;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:44:00 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:43:59 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:43:59 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:43:56 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:43:39 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:43:32 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:42:17 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:42:13 2020

Warning (5)

MDD message timeout;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:42:10 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:42:10 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:42:07 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:41:26 2020

Notice (6)

CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Sat Aug 22 20:41:25 2020

Warning (5)

MDD message timeout;CM-MAC=08:36:c9:3f:44:70;CMTS-MAC=00:cc:fc:60:61:5b;CM-QOS=1.1;CM-VER=3.1;

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

531000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Security

Enabled

BPI+

IP Provisioning Mode

Honor MDD

honorMdd(4)

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

13

531000000 Hz

-4.1 dBmV

40.3 dB

1

0

2

Locked

QAM256

1

453000000 Hz

-2.9 dBmV

40.9 dB

0

0

3

Locked

QAM256

2

459000000 Hz

-3.7 dBmV

40.7 dB

0

0

4

Locked

QAM256

3

465000000 Hz

-3.1 dBmV

40.9 dB

0

0

5

Locked

QAM256

4

471000000 Hz

-3.6 dBmV

40.7 dB

0

0

6

Locked

QAM256

5

477000000 Hz

-2.5 dBmV

41 dB

0

0

7

Locked

QAM256

6

483000000 Hz

-4.1 dBmV

40.5 dB

0

0

8

Locked

QAM256

7

489000000 Hz

-3.7 dBmV

40.6 dB

0

0

9

Locked

QAM256

8

495000000 Hz

-4 dBmV

40.5 dB

2

0

10

Locked

QAM256

9

507000000 Hz

-4.3 dBmV

40.3 dB

1

0

11

Locked

QAM256

10

513000000 Hz

-4.8 dBmV

40.2 dB

2

0

12

Locked

QAM256

11

519000000 Hz

-3.7 dBmV

40.4 dB

0

0

13

Locked

QAM256

12

525000000 Hz

-4.8 dBmV

39.9 dB

6

0

14

Locked

QAM256

14

537000000 Hz

-5.5 dBmV

39.9 dB

6

0

15

Locked

QAM256

15

543000000 Hz

-3.6 dBmV

40.5 dB

2

0

16

Locked

QAM256

16

549000000 Hz

-3.8 dBmV

40.6 dB

0

0

17

Locked

QAM256

17

555000000 Hz

-3.7 dBmV

40.5 dB

0

0

18

Locked

QAM256

18

561000000 Hz

-3.8 dBmV

40.5 dB

0

0

19

Locked

QAM256

19

567000000 Hz

-3.9 dBmV

40.5 dB

1

0

20

Locked

QAM256

20

573000000 Hz

-3.4 dBmV

40.6 dB

5

0

21

Locked

QAM256

21

579000000 Hz

-5.4 dBmV

39.9 dB

4

0

22

Locked

QAM256

22

585000000 Hz

-4.7 dBmV

40.2 dB

6

0

23

Locked

QAM256

23

591000000 Hz

-5.9 dBmV

39.7 dB

12

0

24

Locked

QAM256

24

597000000 Hz

-4.3 dBmV

40.3 dB

8

0

25

Locked

QAM256

25

603000000 Hz

-5.1 dBmV

40.1 dB

1

0

26

Locked

QAM256

26

609000000 Hz

-4.2 dBmV

40.3 dB

0

0

27

Locked

QAM256

27

615000000 Hz

-3.8 dBmV

40.4 dB

1

0

28

Locked

QAM256

28

621000000 Hz

-3.9 dBmV

40.4 dB

2

0

29

Locked

QAM256

29

627000000 Hz

-4.4 dBmV

40.2 dB

6

0

30

Locked

QAM256

30

633000000 Hz

-5.3 dBmV

39.8 dB

8

0

31

Locked

QAM256

31

639000000 Hz

-3.9 dBmV

40.2 dB

9

0

32

Locked

QAM256

32

645000000 Hz

-5.3 dBmV

39.7 dB

15

0

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

5

5120 Ksym/sec

36500000 Hz

51.3 dBmV

2

Locked

ATDMA

6

5120 Ksym/sec

30100000 Hz

51.8 dBmV

3

Locked

ATDMA

7

5120 Ksym/sec

23700000 Hz

50.8 dBmV

4

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 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

159

702000000 Hz

-1.7 dBmV

39.2 dB

1126 ~ 2969

10742375254

6532437567

2041

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

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11 REPLIES 11
Highlighted
Official Employee

Re: Multiple Drop Outs Daily

Hi there, thanks so much for taking the time to reach out to the Digital Care Team here through the forums and we are so sorry for the delayed response. I am so sorry to see that you are having issues with your internet dropping connection as this is not what we strive for. Although I do not have a business, I know how important having reliable internet is as I rely on mine for school and work. Do not worry, you have reached an amazing team to help make sure that we get this taken care of for you. Can you please send us a private message with your name, the full address, and the phone or account number? 

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Highlighted
Visitor

Re: Multiple Drop Outs Daily

I am having similar issues, especially at night, I have nightly backups offsite and internet drops out every few hours for 10 mins or so. Looking at the Power & SNR/MER on the modem and comparing it to a couple of weeks ago with I had no issues, the numbers are wacky. Comcast was working on the poles near us and it seems like it has gotten worst. 

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Highlighted
Occasional Visitor

Re: Multiple Drop Outs Daily

Been on cellular backup for 4 hours and not one drop out.  Looking more and more like a comcast issues here.    Its the most frustrating thing as we rely heavily on our VOIP phones and web apps to operate.   

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Highlighted
Official Employee

Re: Multiple Drop Outs Daily

Thanks so much for taking the time to reach out to us regarding your connection concerns. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your business and we want to do all that we can to assist. I rely on my connection for business purposes and I know how frustrating and impactful it is to your workload to have connection issues. I would love to dig further into the intermittent connection. Can you please reach out through private message with your first and last name, business service address and account number or phone number?

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Highlighted
Occasional Visitor

Re: Multiple Drop Outs Daily

What kind of stupid system is this?    How about something with ticket numbers like most normal support systems use.  I have already given all my account information to somebody yesterday.    I have appointment scheduled with a technician to come out here.   Thanks anyway.   Not mad at you, but just venting that this is non productive way to offer tech support online to customers.    

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Highlighted
Visitor

Re: Multiple Drop Outs Daily

I agree this does not help, I don't mind having a tech come out but it seems like an issue at the pole and not at the line coming in for me. I am at a new site that was just recently constructed and the wiring is brand new. 

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Highlighted
Official Employee

Re: Multiple Drop Outs Daily

My apologies, it looks like the last message crossed over your previous ones and I was not able to see the account details that were supplied. I know how frustrating any issues such as your connection issues can be and I am very sorry that I added to that. I am so very glad to hear that you were able to get an appointment scheduled. I would love to follow up with you after the service visit to see how everything went would that be ok with you? I see that the visit is scheduled first thing in the morning 8/25/2020 between 8am and 12pm. Would tomorrow evening be a good time for me to follow up? 

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Highlighted
Occasional Visitor

Re: Multiple Drop Outs Daily

I have had a tech here and services have improved a little,  but we are still experiencing packet loss. 

Can someone from comcast review my posted modem log and review the downstream OFDM stats?   Most errors refer to channel 159.   

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Highlighted
Visitor

Re: Multiple Drop Outs Daily

.

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Highlighted
Official Employee

Re: Multiple Drop Outs Daily

Thanks so much for taking the time to reach back out to us regarding the packet loss issues. I am so very sorry to hear that you are still having an issue with the services. I can only imagine how frustrating this has been for you. I do show that the technician replaced a connection on the primary line while they were out. You stated that the services had improved. Can you give me a bit more detail about the type of issues that you are experiencing? Is the trouble occuring more at certain times of the day vs others? 

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Highlighted
Official Employee

Re: Multiple Drop Outs Daily

Hello, I hope overall your weekend has been a good one. I am sorry this intermittent connectivity is hindering your online experience. I know you need a stable connection to get things done and your business depends on this. I promise I will take the right actions to help as this is the right team to work with. Are you able to send a private message so I can locate your account? If you can include your name exactly as it appears on your account, your full-service address, and your account number? (or phone number) this would be perfect.

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