Frequent Visitor
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6 Messages
Cable Modem: Started Unicast Maintenance Ranging - No Response received - T3 time-out
I've had Xfinity internet at my house for about 9 years, but within the last few months the connection has been unstable. Speed will grind to a halt, and I'll find that I need to reset my cable modem (Netgear CM1150V) or wireless router (Eero Pro) daily to restore normal service. I've checked the cable modem logs, and see this message frequently:
Started Unicast Maintenance Ranging - No Response received - T3 time-out
Am I having upstream SnR issues? Happy to post any logs that are needed. Thank you in advance!
CaptainHammer
Frequent Visitor
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6 Messages
5 years ago
Here's some additional information that might be of use:
Startup procedure
Downstream Bonded Channels
Upstream Bonded Channels
0.0 dBmV
Downstream OFDM Channels
Status
Profile ID
ID
MER
Number Range
Codewords
Codewords
Codewords
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BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
The upstream power levels are too high. This suggests a problem between your equipment and Comcast's network. Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely (unlikely), insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
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CaptainHammer
Frequent Visitor
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6 Messages
5 years ago
Hi @BruceW,
Thanks for the reply. Here's the steps I've taken since yesterday:
The good news is that things seem more stable. Yesterday I ran a speedtest and had jitter around 200ms and packet loss around 30%! Today's jitter is 3.5ms with 0 packet loss.
Now, as far as the upstream power levels - do these still seem too high?
Upstream Bonded Channels
If so, then that means it's somewhere between the wall and the street, correct?
Thanks again for your help!
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BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
Upstream power levels are better, but uncomfortably close to the max. I like to see them between 40 and 45, but these may be OK if they are stable.
Since you've replaced the modem and the cabling to the wall jack then yes, if there is still a problem it should be in the wall jack or beyond.
Bottom line: is it working as it should? If so, good! If not, more needs to be done.
Good luck!
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CaptainHammer
Frequent Visitor
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6 Messages
5 years ago
Hey @BruceW,
It's been a few days and things seem to be more stable with the older modem and different cables. However, I just had to power cycle the modem as the internet all of a sudden stopped working. This wasn't slow speeds - it was no speeds, no connection.
Could it be related to the previous problems, or just a small hiccup? I've got another modem arriving in a few days and will try that out. I'm just starting to get to my wits' end - with me doing remote work and my son doing online classes, we rely on uptime pretty heavily. Think I should call Xfinity and get a technician out to check the lines?
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BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
Can you post the current power level and SNR readings? If they're not in spec and you can't correct them, then yes, have Comcast out to take a look.
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CaptainHammer
Frequent Visitor
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6 Messages
5 years ago
Here's the current power level and SNR readings. Had an uptime of about 10 hours:
Downstream Bonded Channels
Upstream Bonded Channels
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BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
Upstream power levels are still uncomfortably close to the max of 51. Again, if your Internet service is not working as it should and you can't fix it, have a Comcast tech come out.
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CaptainHammer
Frequent Visitor
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6 Messages
5 years ago
I'm now losing the lock status on some of the upstream bonded channels with the associated power levels dropping to 0.0 dBmV. Technician is scheduled for tomorrow.
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