Critical (3) No Ranging Response received - T3 time-out

Moved into a new property and I have the Motorola MB8611 Cable Modem. The service runs fine for about 20-30 minutes and then I get a "Time Not Established | Critical(3) | No Ranging Response Received - T3 time-out" error on my modem and it reboots at which point I have 90 seconds of downtime. This is really impacting my ability to WFH. What could potentially be the problem here? How could Xfinity assist with this issue?

Output from Modem:

Connection

Startup Sequence

Startup Step	Status	Comment
Acquire Downstream Channel	489000000 Hz	Locked
Upstream Connection	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+

Connection Status

System Up Time	0 days 00h:20m:09s
Network Access	Allowed

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	17	489.0	-3.1	41.8	0	0
2	Locked	QAM256	1	387.0	-3.5	41.4	0	0
3	Locked	QAM256	2	393.0	-3.4	41.4	0	0
4	Locked	QAM256	3	399.0	-3.4	41.7	0	0
5	Locked	QAM256	4	405.0	-3.6	41.5	0	0
6	Locked	QAM256	5	411.0	-3.4	41.6	0	0
7	Locked	QAM256	6	417.0	-3.5	41.5	0	0
8	Locked	QAM256	7	423.0	-3.5	41.7	0	0
9	Locked	QAM256	8	435.0	-3.5	41.8	0	0
10	Locked	QAM256	9	441.0	-3.5	41.9	0	0
11	Locked	QAM256	10	447.0	-3.3	41.7	0	0
12	Locked	QAM256	11	453.0	-3.4	41.9	0	0
13	Locked	QAM256	12	459.0	-3.4	41.8	0	0
14	Locked	QAM256	13	465.0	-3.2	41.9	0	0
15	Locked	QAM256	14	471.0	-3.2	41.9	0	0
16	Locked	QAM256	15	477.0	-3.2	41.9	0	0
17	Locked	QAM256	16	483.0	-3.1	41.9	0	0
18	Locked	QAM256	18	495.0	-3.1	41.8	0	0
19	Locked	QAM256	19	507.0	-3.3	41.9	0	0
20	Locked	QAM256	20	513.0	-3.3	41.9	0	0
21	Locked	QAM256	21	519.0	-3.4	41.8	0	0
22	Locked	QAM256	22	525.0	-3.5	41.8	0	0
23	Locked	QAM256	23	531.0	-3.5	41.7	0	0
24	Locked	QAM256	24	537.0	-3.6	41.7	0	0
25	Locked	OFDM PLC	25	690.0	-2.6	41.9	45969677	0
26	Locked	QAM256	26	543.0	-3.5	41.7	0	0
27	Locked	QAM256	27	549.0	-3.5	41.7	0	0
28	Locked	QAM256	28	555.0	-3.5	41.7	0	0
29	Locked	QAM256	29	561.0	-3.5	41.7	0	0
30	Locked	QAM256	30	567.0	-3.5	41.7	0	0
31	Locked	QAM256	31	573.0	-3.5	41.6	0	0
32	Locked	QAM256	32	579.0	-3.4	41.7	0	0

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	17	5120	16.3	43.5
2	Locked	SC-QAM	18	5120	22.8	43.3
3	Locked	SC-QAM	19	5120	29.2	43.5
4	Locked	SC-QAM	20	5120	35.6	43.5

Responses

EG

Expert

•

111.5K Messages

2 years ago

The line / signal status values were all OK at that snapshot in time. Please also post those modem RF error log entries in their entirety (copy and paste all of the text) but redact the CM and the CMTS MAC addresses for your privacy or else the forum bot will not allow your post to be seen publically.

0

U

user_3a1d0b

3 Messages

2 years ago

Hey @EG , thanks for getting back to me so swiftly and for offering your advise on this issue. I have attached below this mornings connection plane as well as the event logs that you requested. I have removed the MAC Address Fields in the errors.

Connection

Startup Sequence

Startup Step	Status	Comment
Acquire Downstream Channel	489000000 Hz	Locked
Upstream Connection	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+

Connection Status

System Up Time	0 days 00h:19m:09s
Network Access	Allowed

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	17	489.0	-2.9	42.0	0	0
2	Locked	QAM256	1	387.0	-3.3	41.3	0	0
3	Locked	QAM256	2	393.0	-3.1	41.5	0	0
4	Locked	QAM256	3	399.0	-3.2	41.8	0	0
5	Locked	QAM256	4	405.0	-3.4	41.5	0	0
6	Locked	QAM256	5	411.0	-3.2	41.6	0	0
7	Locked	QAM256	6	417.0	-3.3	41.6	0	0
8	Locked	QAM256	7	423.0	-3.3	41.6	0	0
9	Locked	QAM256	8	435.0	-3.3	41.8	0	0
10	Locked	QAM256	9	441.0	-3.3	41.8	0	0
11	Locked	QAM256	10	447.0	-3.1	41.9	0	0
12	Locked	QAM256	11	453.0	-3.2	41.9	0	0
13	Locked	QAM256	12	459.0	-3.2	41.9	0	0
14	Locked	QAM256	13	465.0	-3.0	41.9	0	0
15	Locked	QAM256	14	471.0	-3.0	41.9	0	0
16	Locked	QAM256	15	477.0	-2.9	41.9	0	0
17	Locked	QAM256	16	483.0	-2.9	41.9	0	0
18	Locked	QAM256	18	495.0	-2.9	41.8	0	0
19	Locked	QAM256	19	507.0	-3.1	42.0	0	0
20	Locked	QAM256	20	513.0	-3.1	41.9	0	0
21	Locked	QAM256	21	519.0	-3.1	41.9	0	0
22	Locked	QAM256	22	525.0	-3.2	41.7	0	0
23	Locked	QAM256	23	531.0	-3.3	41.8	1	0
24	Locked	QAM256	24	537.0	-3.4	41.8	0	0
25	Locked	OFDM PLC	25	690.0	-2.4	42.0	641896526	0
26	Locked	QAM256	26	543.0	-3.3	41.8	0	0
27	Locked	QAM256	27	549.0	-3.2	41.7	0	0
28	Locked	QAM256	28	555.0	-3.3	41.8	0	0
29	Locked	QAM256	29	561.0	-3.3	41.7	0	0
30	Locked	QAM256	30	567.0	-3.3	41.7	0	0
31	Locked	QAM256	31	573.0	-3.2	41.7	0	0
32	Locked	QAM256	32	579.0	-3.2	41.8	0	0

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	17	5120	16.3	43.3
2	Locked	SC-QAM	18	5120	22.8	43.3
3	Locked	SC-QAM	19	5120	29.2	43.5
4	Locked	SC-QAM	20	5120	35.6	43.8

Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
20:55:04 Mon Aug 14 2023	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-QOS=1.1;CM-VER=3.1;
20:55:25 Mon Aug 14 2023	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.

0

EG

Expert

•

111.5K Messages

2 years ago

FWIW, be advised that we have been seeing many posts here lately that indicate a pattern that the 8611 is currently not playing nicely with the Comcast system / firmware.

That said. The signal status values are still OK but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere.

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and check those upstream receive stats.

You should get a reply here in your topic. Good luck !

(edited)

1

U

user_3a1d0b

3 Messages

@EG Thank you sir. That is a very plausible solution. Looking forward to troubleshooting it with the Digital Care Team

2 years ago

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CC_Tony

Retired Employee

•

1.4K Messages

2 years ago

@user_3a1d0b Thank you for your post! We can definitely look into your signal to see what is going on. Can I get you to use the Direct Messaging icon in the upper-right and send a message to "Xfinity Support"? We'll meet you there!

@EG, thank you for the summon. We always appreciate your knowledge and your willingness to help.

0

EG

Expert

•

111.5K Messages

2 years ago

@XfinityTony

My pleasure Tony !

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user_3a1d0b

Critical (3) No Ranging Response received - T3 time-out

EG

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EG

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CC_Tony

EG

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