3 Messages
Arris S33: Unicast maintenance ranging no response t3 timeout
Hi,
I've been having intermittent network disconnections for a few years now.
I've mostly tolerated them, but I am at a point where I no longer can.
They tend to happen during the day mostly if that makes any difference to who may offer help.
I run a custom batch script that continuously pings www.google.com to let me know when the connectivity issues occur.
It is common for a ping request to fail once every 15 minutes and for two requests in a row to spike to 1500ms-3000ms (actually, these always occur in sets of two interestingly enough).
Those would be tolerable, but what isn't is what occurs next.
Something like this will occur in my batch script:
***BEGIN OUTPUT***
Sun 06/16/2024 15:16:27 Reply from 172.217.12.100: bytes=32 time=16ms TTL=58
Sun 06/16/2024 15:16:28 Reply from 172.217.12.100: bytes=32 time=285ms TTL=58
Sun 06/16/2024 15:16:29 Request timed out.
Sun 06/16/2024 15:16:33 Request timed out.
Sun 06/16/2024 15:16:37 Request timed out.
Sun 06/16/2024 15:16:41 Request timed out.
Sun 06/16/2024 15:16:45 Reply from 73.15.87.150: Destination host unreachable.
Sun 06/16/2024 15:16:48 Reply from 73.15.87.150: Destination host unreachable.
Sun 06/16/2024 15:16:51 Reply from 73.15.87.150: Destination host unreachable.
Sun 06/16/2024 15:16:55 Reply from 73.15.87.150: Destination host unreachable.
Sun 06/16/2024 15:16:58 Reply from 73.15.87.150: Destination host unreachable.
Sun 06/16/2024 15:17:01 Reply from 73.15.87.150: Destination host unreachable.
Sun 06/16/2024 15:17:04 Reply from 73.15.87.150: Destination host unreachable.
Sun 06/16/2024 15:17:07 Reply from 73.15.87.150: Destination host unreachable.
Sun 06/16/2024 15:17:10 Reply from 73.15.87.150: Destination host unreachable.
Sun 06/16/2024 15:17:13 Reply from 73.15.87.150: Destination host unreachable.
Sun 06/16/2024 15:17:16 Reply from 73.15.87.150: Destination host unreachable.
Sun 06/16/2024 15:17:19 Reply from 73.15.87.150: Destination host unreachable.
Sun 06/16/2024 15:17:22 Reply from 172.217.12.100: bytes=32 time=274ms TTL=58
Sun 06/16/2024 15:17:23 Reply from 172.217.12.100: bytes=32 time=15ms TTL=58
***END OUTPUT***
So, you can see the outages last for about a minute before they end up magically resolving.
All clients connected to the network lose connectivity simultaneously (both wired and wireless).
What I've tried thus far:
1) Replacing ethernet cables in places it makes sense.
2) Connected cable mode to alternate/secondary cable outlet found in home (which is a separate line that I believe is on a splitter at the distribution box--of which is locked by Comcast, so I can't check the splitter [I have a workorder out for that]).
3) I actually purchased a new NETGEAR wifi-router yesterday hoping it was just an ASUS wifi-router issue (unfortunately, the same errors persist).
4) Monitored the logs in both the cable modem and both wifi-routers (where no obvious temporal patterns were discerned--although, it may be possible that the error code I posted in the title of this question, which was retrieved from the Arris S33 event log may be related).
I found another thread which may be related on this forum: https://forums.xfinity.com/conversations/your-home-network/unicast-maintenance-ranging-no-response-t3-timeout/636d6711c4ab3642dbd8ed1a
Following the convention thereunto laid out, I will post the cable modem data with MAC addresses scrubbed:
***BEGIN OUTPUT***
| Downstream Bonded Channels | |||||||
|---|---|---|---|---|---|---|---|
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 20 | Locked | QAM256 | 531000000 Hz | 0 dBmV | 33 dB | 3426841 | 11480933 |
| 1 | Locked | QAM256 | 417000000 Hz | 0 dBmV | 43 dB | 1452435 | 419275 |
| 2 | Locked | QAM256 | 423000000 Hz | 0 dBmV | 43 dB | 1925786 | 739101 |
| 3 | Locked | QAM256 | 429000000 Hz | 0 dBmV | 38 dB | 2372377 | 1163935 |
| 4 | Locked | QAM256 | 435000000 Hz | 0 dBmV | 43 dB | 2785902 | 1741018 |
| 5 | Locked | QAM256 | 441000000 Hz | 0 dBmV | 43 dB | 3112593 | 2394545 |
| 6 | Locked | QAM256 | 447000000 Hz | 0 dBmV | 43 dB | 3346315 | 3083834 |
| 7 | Locked | QAM256 | 453000000 Hz | 0 dBmV | 43 dB | 3514387 | 3773252 |
| 8 | Locked | QAM256 | 459000000 Hz | 0 dBmV | 43 dB | 3628660 | 4465336 |
| 9 | Locked | QAM256 | 465000000 Hz | 0 dBmV | 43 dB | 3748627 | 5179148 |
| 10 | Locked | QAM256 | 471000000 Hz | 0 dBmV | 38 dB | 3846893 | 5909800 |
| 11 | Locked | QAM256 | 477000000 Hz | -1 dBmV | 31 dB | 3936278 | 6644334 |
| 12 | Locked | QAM256 | 483000000 Hz | -1 dBmV | 43 dB | 3972287 | 7382513 |
| 13 | Locked | QAM256 | 489000000 Hz | 0 dBmV | 43 dB | 3968114 | 8085921 |
| 14 | Locked | QAM256 | 495000000 Hz | 0 dBmV | 43 dB | 3906096 | 8810958 |
| 15 | Locked | QAM256 | 501000000 Hz | 0 dBmV | 31 dB | 3820493 | 9444797 |
| 16 | Locked | QAM256 | 507000000 Hz | 0 dBmV | 43 dB | 3724308 | 9983134 |
| 17 | Locked | QAM256 | 513000000 Hz | 0 dBmV | 43 dB | 3618517 | 10449822 |
| 18 | Locked | QAM256 | 519000000 Hz | 0 dBmV | 43 dB | 3530117 | 10855420 |
| 19 | Locked | QAM256 | 525000000 Hz | 0 dBmV | 43 dB | 3467198 | 11184625 |
| 21 | Locked | QAM256 | 537000000 Hz | 0 dBmV | 37 dB | 3413361 | 11720209 |
| 22 | Locked | QAM256 | 543000000 Hz | 0 dBmV | 43 dB | 3422065 | 11897463 |
| 23 | Locked | QAM256 | 549000000 Hz | 0 dBmV | 43 dB | 3428731 | 12012005 |
| 24 | Locked | QAM256 | 555000000 Hz | 0 dBmV | 43 dB | 3446725 | 12133078 |
| 25 | Locked | QAM256 | 561000000 Hz | 0 dBmV | 43 dB | 3462821 | 12247139 |
| 26 | Locked | QAM256 | 567000000 Hz | 0 dBmV | 43 dB | 3481954 | 12339526 |
| 27 | Locked | QAM256 | 573000000 Hz | 0 dBmV | 43 dB | 3501845 | 12447003 |
| 28 | Locked | QAM256 | 579000000 Hz | 0 dBmV | 39 dB | 3519146 | 12557350 |
| 29 | Locked | QAM256 | 585000000 Hz | 0 dBmV | 43 dB | 3549798 | 12667612 |
| 30 | Locked | QAM256 | 591000000 Hz | 0 dBmV | 43 dB | 3575044 | 12776009 |
| 31 | Locked | QAM256 | 597000000 Hz | 0 dBmV | 43 dB | 3598296 | 12873582 |
| 32 | Locked | QAM256 | 603000000 Hz | 0 dBmV | 43 dB | 3618751 | 12956191 |
| 193 | Locked | OFDM PLC | 850000000 Hz | -2 dBmV | 41 dB | 258381445 | 0 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel ID | Lock Status | US Channel Type | Frequency | Width | Power | |
| 17 | Locked | SC-QAM | 16400000 Hz | 6400000 | 35.0 dBmV | |
| 18 | Locked | SC-QAM | 22800000 Hz | 6400000 | 36.0 dBmV | |
| 19 | Locked | SC-QAM | 29200000 Hz | 6400000 | 36.5 dBmV | |
| 20 | Locked | SC-QAM | 35600000 Hz | 6400000 | 37.0 dBmV | |
| 21 | Locked | SC-QAM | 40400000 Hz | 3200000 | 38.0 dBmV | |
| 22 | Locked | SC-QAM | 10400000 Hz | 3200000 | 34.5 dBmV | |
| 16/6/2024 14:42:56 |
3 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1; |
| 16/6/2024 14:44:40 |
3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1; |
***END OUTPUT***
NOTE: The above event log error (i.e. the title of this question also occurs in the event log when the network remains connected which is why I am not certain that it is related and could be just a coincidence)
Thanks for any and all help.
Best,
Philip
EG
Expert
•
111.3K Messages
1 year ago
The SNR values are too low / out of spec on downstream channels 11, 15, and 20. And they are a bit low / marginal on channels 3, 10, and 21. And there are a large number of uncorrected bit errors across the board. It appears that there is spurious noise ingress leaking into the line(s) somewhere. Here is some standard stuff that you can try and see if anything applies but I feel that you may need a tech out to investigate this one.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it !
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XfinityRichard
Official Employee
•
2.1K Messages
1 year ago
Hi there, @mr_philip ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the trouble you are experiencing with your connectivity. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard
To send a direct message [private message]:
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EG
Expert
•
111.3K Messages
1 year ago
@mr_philip
Did you have a chance to see if any of those tips apply ? Please reply right here in your topic on these public help forums. Thank you.
(edited)
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mr_philip
3 Messages
1 year ago
Hey Guys,
Thanks so much for the quick responses and the expert knowledge.
Since I initially posted I have determined that the issue still persists after completely replacing the coaxial cable, circumventing any prior coaxial lines and/or splitters.
The only thing I have yet to swap out is the cable modem itself.
Here are the downstream bonded channels since the replacement of the coaxial cable:
Here are the updated values for the downstream bonded channels and the upstream bonded channels, as you can see the SNR issues cleared up.
Unfortunately, it would seem that I am still having intermittent connection issues.
Is it worth replacing the cable modem and eliminating that as a possibility before approaching Comcast, or would it be appropriate to approach Comcast again now?
Thanks!
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