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5 Messages
Connection Drops Multiple Times Daily - Errors in Modem Log
Xfinity recently made some 'upgrades' to our neighborhood. Since then, I am experience multiple drops daily. Based on forum searches, I am not the only one experiencing this issue. My modem is older and no longer on the supported list but has been working fine (it seems) until these recent upgrades. What can be done? Does it require a tech visit?
| Time | Priority | Code | Message |
|---|---|---|---|
| Jul 25 2023 09:41:38 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out |
| Jul 25 2023 09:27:55 | 4-Error | C701.0 | DBC-ACK not received |
| Jul 25 2023 09:27:20 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out |
| Jul 25 2023 08:19:44 | 4-Error | C701.0 | DBC-ACK not received |
| Jul 25 2023 08:19:04 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out |
| Jul 25 2023 08:16:16 | 4-Error | C701.0 | DBC-ACK not received |
| Jul 25 2023 08:15:47 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out |
| Jul 25 2023 07:26:17 | 4-Error | C701.0 | DBC-ACK not received |
| Jul 25 2023 07:26:14 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out |
| Jul 25 2023 07:21:35 | 4-Error | C701.0 | DBC-ACK not received |
| Jul 25 2023 07:20:46 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out |
| Jul 25 2023 07:18:40 | 4-Error | C701.0 | DBC-ACK not received |
| Jul 25 2023 07:18:07 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out |
EG
Expert
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110.4K Messages
2 years ago
@jaled
Please redact all of the CM MAC and the CMTS MAC addresses from your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".
Please also copy all of the text in its entirety of the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers and paste them into your next post.
What is the exact make and model number of the modem ?
(edited)
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EG
Expert
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110.4K Messages
2 years ago
OK, and yes, that modem is no longer supported by them. That doesn't mean that it won't work for now, but it will no longer receive any security or firmware updates. One day (perhaps soon) they will "End Of Life" it and it no longer will function on their system at all. You really should consider upgrading it to one that is more current / modern. Also, modems that are no longer supported may act erratically and not produce the proper speeds.
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jaled
Visitor
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5 Messages
2 years ago
FWIW, not as many errors today. Yesterday the log was full. Here is the requested information (I think):
[1] 16QAM
[3] 32QAM
[1] 16QAM
[3] 32QAM
[1] 32QAM
[3] 64QAM
[1] 16QAM
[3] 32QAM
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EG
Expert
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110.4K Messages
2 years ago
The upstream power is borderline / on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there 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 5-1000 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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EG
Expert
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110.4K Messages
2 years ago
@jaled
Yep. Book a tech visit as stated. Good luck with it ! Please post back here about how things turn out.
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