Service is 1gbps. Service has been 1gbps for three years with maybe two or three disconnects for maintenance in the neighborhood.

As of two weeks ago.

SB8200 - can't exceed 25mbps, connection loss every 5 minutes

New equipment.

CM2500 - achieves 930 mbps, connection loss or drop to 25mbps every 10 - 30 minutes

Downstream OFDM 1 channel ID 159 consistently changes between locked/not locked.

I have determined the issue is not on my side of the tap. All coax connections are clean and tight. There are no splitters. There is one GLF-1002. The issue is not related to the modem, determined by purchasing new modem. I have power cycled the modem around 10 times per day for the last 14 days.

All coax connections are clean and tight. There are no splitters. There is one GLF-1002.

I need a physical service tech to come to my house, the customer service call center will not allow this. They have provided four modem resets while on the phone trouble shooting. They have stated the router must be reset to factory settings. The router was not on or connected at the time and has nothing to do with the modem.

I can not stay on the phone for 2 more hours doing the same reset loop for the modem and "checking its lights"

I'm in Tucson, AZ. If someone knows how to get a person to come to my property please let me know. See below.

Cable Diagnostic

Status: Good

CM Status: Good

Downstream Status: Good

Downstream Power Level: Good

Downstream SNR Level: Good

Upstream Status: Good

Upstream Power Level: Good

Current Time: Sat Aug 10 15:27:11 2024

Startup Procedure
Acquire Downstream Channel: 189000000 Hz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+
IP Provisioning Mode: Honor MDD IPv4 only

Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 37 189000000 Hz 2.9 42.9 0 0
2 Locked QAM256 1 735000000 Hz 6.1 38.8 0 0
3 Locked QAM256 2 741000000 Hz 6 37.8 0 0
4 Locked QAM256 3 747000000 Hz 6.1 40 0 0
5 Locked QAM256 4 753000000 Hz 6.3 40.2 0 0
6 Locked QAM256 6 765000000 Hz 6.5 37.8 0 0
7 Locked QAM256 7 771000000 Hz 6.3 42.3 0 0
8 Locked QAM256 8 777000000 Hz 6.4 42.3 0 0
9 Locked QAM256 13 807000000 Hz 6.6 42.3 0 0
10 Locked QAM256 25 117000000 Hz 2 41.8 0 0
11 Locked QAM256 26 123000000 Hz 2.1 42 0 0
12 Locked QAM256 27 129000000 Hz 2.3 42.3 0 0
13 Locked QAM256 28 135000000 Hz 2.3 42.4 0 0
14 Locked QAM256 29 141000000 Hz 2.3 42.8 0 0
15 Locked QAM256 30 147000000 Hz 2.1 42.5 0 0
16 Locked QAM256 31 153000000 Hz 2.2 42.6 0 0
17 Locked QAM256 32 159000000 Hz 2.2 42.9 0 0
18 Locked QAM256 33 165000000 Hz 2.2 42.9 0 0
19 Locked QAM256 34 171000000 Hz 2.4 42.9 0 0
20 Locked QAM256 35 177000000 Hz 2.5 42.8 0 0
21 Locked QAM256 36 183000000 Hz 2.6 42.9 0 0
22 Locked QAM256 38 195000000 Hz 3 43.3 0 0
23 Locked QAM256 39 201000000 Hz 3 43.3 0 0
24 Locked QAM256 40 207000000 Hz 3.1 43.3 0 0
25 Locked QAM256 41 213000000 Hz 3 43.2 0 0
26 Locked QAM256 42 219000000 Hz 2.8 43 0 0
27 Locked QAM256 43 225000000 Hz 2.6 42.9 0 0
28 Locked QAM256 44 231000000 Hz 2 42.5 0 0
29 Locked QAM256 45 237000000 Hz 1.4 41.3 0 0
30 Locked QAM256 46 243000000 Hz 0.5 39.3 59 0
31 Locked QAM256 47 249000000 Hz -1.1 39.6 0 0
32 Locked QAM256 48 255000000 Hz -3.5 38.8 0 0

Upstream Bonded Channels
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 16900000 Hz 40.3 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 23500000 Hz 40.3 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29900000 Hz 40.3 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 40.8 dBmV
5 Not Locked Unknown 0 0 0 0.0
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0

Downstream OFDM Channels
Channel LockedStatus ProfileID ChannelID Frequency Power SNR/MER ActiveSubcarrier Unerror Correctable Uncorrectable
1 Locked 0 ,1 ,2 ,3 159 300000000 Hz 8.28 dBmV 43.0 dB 296 ~ 7895 962487046 944281786 5115015
2 Locked 0 ,1 ,2 ,3 160 918000000 Hz 5.18 dBmV 40.8 dB 2216 ~ 5975 519846799 122549187 0

Upstream OFDMA Channels
Channel LockedStatus ProfileID ChannelID Frequency Power
1 Locked 12 ,13 6 36800000 Hz 36.0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV

Event Log
Time Priority Description
Sat Aug 10 15:21:12 2024 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 1 2 3.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 15:19:11 2024 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 1 2.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 15:17:10 2024 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 3.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 15:15:11 2024 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 15:12:21 2024 Notice (6) US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 15:12:00 2024 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 1 2 3.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 15:10:39 2024 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 1 2.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 15:08:42 2024 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 15:06:41 2024 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 1 2.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 15:04:40 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 15:02:43 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 15:01:00 2024 Notice (6) US profile assignment change. US Chan ID: 6; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 15:00:12 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:57:43 2024 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 1 2 3.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:55:47 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:50:52 2024 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 1 2 3.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:50:06 2024 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:49:45 2024 Notice (6) US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 10 13.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:48:36 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:45:50 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:45:32 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:45:31 2024 Warning (5) MDD message timeout;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:42:32 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:42:25 2024 Warning (5) MDD message timeout;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:41:56 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:41:35 2024 Warning (5) MDD message timeout;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:41:27 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:41:21 2024 Warning (5) MDD message timeout;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:40:07 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:39:07 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:39:03 2024 Warning (5) MDD message timeout;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:21:54 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:21:48 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:21:47 2024 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 2 3.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:21:31 2024 Warning (5) MDD message timeout;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:20:43 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:18:51 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:16:42 2024 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=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:16:39 2024 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 2 3.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 10 14:16:25 2024 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=e0:46:ee:90:17:c3;CMTS-MAC=00:29:c2:00:6d:d0;CM-QOS=1.1;CM-VER=3.1;

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