Visitor
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1 Message
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?
XfinityEricB
Official Employee
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2.5K Messages
1 month 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
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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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