3 Messages
Constant internet drops, seeing T2, T3, and T4 timeouts in log
I am using an Arris Surfboard modem, and in the past couple months I've seen fairly regular drops. In the past couple weeks though, there have been constant drops, maybe 10 or more a day when I'm at home. Here are the logs (Mac set to 00:00:00:00:00:00 for privacy reasons):
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Sat Jan 25 09:26:59 2025 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Sat Jan 25 09:31:19 2025 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Sat Jan 25 10:19:40 2025 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Sat Jan 25 10:19:40 2025 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Sat Jan 25 10:19:40 2025 | Critical (3) | 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Sat Jan 25 10:20:07 2025 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Sat Jan 25 10:20:07 2025 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Sat Jan 25 10:20:07 2025 | Critical (3) | 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Sat Jan 25 10:20:13 2025 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Sat Jan 25 10:24:33 2025 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| Time Not Established | Warning (5) | ToD request sent - No Response received;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| Sat Jan 25 10:28:28 2025 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
This is just from today, I can include more if needed.
Here is some info from the Downstream bonded channels:
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Corrected | Uncorrectables |
| 1 | Locked | QAM256 | 32 | 567000000 Hz | -1.3 dBmV | 37.8 dB | 11 | 54 |
| 2 | Locked | QAM256 | 33 | 573000000 Hz | -1.4 dBmV | 37.7 dB | 0 | 0 |
| 3 | Locked | QAM256 | 34 | 579000000 Hz | -1.5 dBmV | 37.7 dB | 0 | 0 |
| 4 | Locked | QAM256 | 35 | 585000000 Hz | -1.7 dBmV | 37.7 dB | 0 | 0 |
| 5 | Locked | QAM256 | 36 | 591000000 Hz | -2.0 dBmV | 37.5 dB | 0 | 0 |
| 6 | Locked | QAM256 | 37 | 597000000 Hz | -2.4 dBmV | 37.4 dB | 0 | 0 |
| 7 | Locked | QAM256 | 38 | 603000000 Hz | -2.6 dBmV | 37.3 dB | 0 | 0 |
| 8 | Locked | QAM256 | 39 | 609000000 Hz | -2.9 dBmV | 37.2 dB | 0 | 0 |
| 9 | Locked | QAM256 | 40 | 615000000 Hz | -3.2 dBmV | 37.1 dB | 0 | 0 |
| 10 | Locked | QAM256 | 41 | 621000000 Hz | -3.6 dBmV | 36.8 dB | 0 | 0 |
| 11 | Locked | QAM256 | 42 | 627000000 Hz | -3.9 dBmV | 36.6 dB | 0 | 0 |
| 12 | Locked | QAM256 | 43 | 633000000 Hz | -3.9 dBmV | 36.5 dB | 0 | 0 |
| 13 | Locked | QAM256 | 44 | 639000000 Hz | -4.1 dBmV | 36.3 dB | 0 | 0 |
| 14 | Locked | QAM256 | 45 | 645000000 Hz | -3.9 dBmV | 36.5 dB | 0 | 0 |
| 15 | Locked | QAM256 | 46 | 651000000 Hz | -4.1 dBmV | 36.4 dB | 0 | 0 |
| 16 | Locked | QAM256 | 47 | 657000000 Hz | -4.1 dBmV | 36.3 dB | 0 | 0 |
And Upstream bonded channels:
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 68 | 5120 Ksym/sec | 35600000 Hz | 41.3 dBmV |
| 2 | Locked | ATDMA | 65 | 5120 Ksym/sec | 16400000 Hz | 41.0 dBmV |
| 3 | Locked | ATDMA | 66 | 5120 Ksym/sec | 22800000 Hz | 41.5 dBmV |
| 4 | Locked | ATDMA | 67 | 5120 Ksym/sec | 29200000 Hz | 41.5 dBmV |
The power levels look OK to me, but I'm definitely not an expert here.
I have tried multiple times to use the customer service app to get help, but I can't get past the AI chatbot. When my internet isn't working, I'm obviously not able to get connected to the customer service at all. When it is working, the chatbot just tells me it's working and there's no need to troubleshoot. I've tried calling in but I just get handed off between phone systems and can't get in touch with a real human.
I've recently replaced all my cabling with shielded cabling, reset my router and modem multiple times, and I've even replaced my modem entirely (I was using a NetGear modem previously, same issues). Not sure what to try, any ideas?
XfinityEricB
Official Employee
•
2.1K Messages
3 months ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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EG
Expert
•
109.9K Messages
3 months ago
@user_wfjlfz @XfinityEricB
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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