jaz99's profile

Visitor

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1 Message

Wednesday, July 23rd, 2025

Critical Modem errors: No Ranging Response received - T3 time-out

I recently upgraded my modem to an Arris S34 and have been getting a bunch of critical errors. Mostly the following:

No Ranging Response received - T3 time-out

Along with the following Notice level events:

US profile assignment change

CM-STATUS message sent. Event Type Code: 16

CM-STATUS message sent. Event Type Code: 24

DS profile config update

I chatted with support and they ran a lengthy test. They then told me to restart my modem and the problem would be solved. Unfortunately, nothing changed, and the problem continues.

I talked with Arris support, and they tell me the Upstream OFDMA channel power is too low (40.2 dBmV) to hold a good sync and is out of spec.

All the other power levels and SNRs look good, so there is probably not a problem with the modem or cables. I did replace the inside cable with a new high quality cable. There are no splitters in the path.

How do I reach a support resource that can check/adjust the upstream OFDMA channel power levels on the Xfinity side? 

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Official Employee

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2.5K Messages

1 month ago

 

jaz99 Thanks for reaching out to us here on Forums for help with the signal levels. I would be happy to see whee they are currently, and help to adjust any needed. 

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

 

Expert

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112.8K Messages

1 month ago

@jaz99 

Be advised that customer service representatives cannot adjust the modem's signal power levels remotely.  Only a boots on the ground physical intervention from a field tech can adjust and correct the signals.

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