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ravenclaw_mimi
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Friday, December 6th, 2024 5:18 PM

Frequent Connection Disruptions (T3 Time-Outs, Timing Synchronization Failures, No Ranging Responses Received)

Hello, our home has been experiencing frequent drops in connection throughout the day. We encountered this issue before, and it turned out that there was a splitter in the attic that may have been the cause of that issue. A tech came out and replaced the splitter with a coax barrel connector, and he even placed an order to replace our coax wiring from the green box outside to our house because it was outdated. We had no issues for a while until recently because the frequent connections drops have been affecting our work and home internet use for a few weeks now.

We use a personal Netgear CM1000v2 modem and Nighthawk router. I've tried power cycling, and I also verified that the coax cables were secure and not kinked anywhere. I know we took care of the splitter problem, so now I'm not sure why this is happening again. Here's the event log from the modem:

Time Priority Description
2024-12-06, 08:12:14 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED:85;CM-QOS=1.1;CM-VER=3.1;
2024-12-06, 08:11:59 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2024-12-06, 08:11:52 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;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-MAC=REDACTED;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:25:18 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:24:53 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:03:31 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=REDACTED;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:03:26 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:03:25 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:03:25 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:03:20 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:03:20 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:03:20 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:03:19 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:01:16 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:01:16 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:00:56 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:00:56 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 03:00:00 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 02:59:48 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-06, 02:59:45 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-05, 20:59:23 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-05, 20:59:11 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-05, 20:59:07 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
2024-11-04, 20:09:24 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;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-MAC=REDACTED;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 885000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 44 885000000 Hz 5.2 dBmV 42.7 dB 1460851148 0 0
2 Locked QAM256 17 567000000 Hz 5.6 dBmV 43.7 dB 1459629526 0 0
3 Locked QAM256 18 573000000 Hz 5.4 dBmV 43.7 dB 1459619905 0 0
4 Locked QAM256 19 717000000 Hz 6.1 dBmV 43.4 dB 1459634698 0 0
5 Locked QAM256 20 723000000 Hz 6.0 dBmV 43.3 dB 1459639412 0 0
6 Locked QAM256 21 729000000 Hz 5.8 dBmV 43.3 dB 1459642893 0 0
7 Locked QAM256 22 735000000 Hz 5.7 dBmV 43.3 dB 1459646367 0 0
8 Locked QAM256 23 741000000 Hz 5.7 dBmV 43.2 dB 1459650148 0 0
9 Locked QAM256 24 765000000 Hz 6.1 dBmV 43.3 dB 1459654064 0 0
10 Locked QAM256 25 771000000 Hz 5.9 dBmV 43.0 dB 1459657869 1 0
11 Locked QAM256 26 777000000 Hz 5.8 dBmV 42.9 dB 1459661649 1 0
12 Locked QAM256 27 783000000 Hz 5.8 dBmV 43.0 dB 1459664569 0 0
13 Locked QAM256 28 789000000 Hz 6.2 dBmV 42.9 dB 1459668656 0 0
14 Locked QAM256 29 795000000 Hz 6.3 dBmV 43.2 dB 1459671970 0 0
15 Locked QAM256 30 801000000 Hz 6.3 dBmV 43.0 dB 1459676579 0 0
16 Locked QAM256 31 807000000 Hz 6.1 dBmV 42.9 dB 1459680318 1 0
17 Locked QAM256 32 813000000 Hz 5.8 dBmV 42.9 dB 1459683903 0 0
18 Locked QAM256 33 819000000 Hz 5.4 dBmV 42.6 dB 1459687615 1 0
19 Locked QAM256 34 825000000 Hz 5.6 dBmV 42.8 dB 1459690438 1 0
20 Locked QAM256 35 831000000 Hz 5.7 dBmV 42.6 dB 1459695190 3 0
21 Locked QAM256 36 837000000 Hz 5.8 dBmV 42.8 dB 1459699496 2 0
22 Locked QAM256 37 843000000 Hz 5.8 dBmV 42.8 dB 1459702922 0 0
23 Locked QAM256 38 849000000 Hz 5.8 dBmV 42.9 dB 1459706510 1 0
24 Locked QAM256 39 855000000 Hz 5.4 dBmV 42.7 dB 1459710615 2 0
25 Locked QAM256 40 861000000 Hz 5.1 dBmV 42.6 dB 1459714573 2 0
26 Locked QAM256 41 867000000 Hz 5.4 dBmV 42.8 dB 1459718293 0 0
27 Locked QAM256 42 873000000 Hz 5.5 dBmV 42.7 dB 1459720962 4 0
28 Locked QAM256 43 879000000 Hz 5.3 dBmV 42.7 dB 1459725397 0 0
29 Locked QAM256 45 891000000 Hz 5.1 dBmV 42.8 dB 1459727732 1 0
30 Locked QAM256 46 897000000 Hz 4.8 dBmV 42.6 dB 1459731017 0 0
31 Locked QAM256 47 903000000 Hz 4.8 dBmV 42.7 dB 1459733065 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0
Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 10400000 Hz 39.8 dBmV
2 Locked ATDMA 2 16400000 Hz 40.0 dBmV
3 Locked ATDMA 3 22800000 Hz 40.3 dBmV
4 Locked ATDMA 4 29200000 Hz 40.8 dBmV
5 Locked ATDMA 5 35600000 Hz 41.3 dBmV
6 Locked ATDMA 6 40400000 Hz 41.5 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV
Downstream OFDM Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 1, 2, 3 48 921000000 Hz 5.6 dBmV 41.3 dB 1108 ~ 2987 104023689 83531590 0
2 Not Locked 0 0 0 Hz 3.3 dBmV 0.0 dB 0 ~ 4095 0 0 0
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

Any help is appreciated. Thank you.

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5 days ago

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ravenclaw_mimi

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5 days ago

UPDATE: The issue seems to have resolved on its own. We were unable to determine the exact cause of the disruptions, so that's kind of a bummer because I was hoping for a specific reason that could be fixed. The representative didn't see any recent work orders tied to my account either, so it's not like something was changed on Xfinity's end. Oh, well. I'll be back if it happens again. Thank you all for your responses.

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EG

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107.5K Messages

@ravenclaw_mimi 

Thanks for the update ! Hope things hold up for you ! Best of luck !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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5 days ago

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XfinityEva

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1.4K Messages

7 days ago

Hey there ravenclaw_mimi we can definitely help and help set up a follow up visit. Feel free to send us a direct message with your full name and service address to get started. 

 

To send a direct message: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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ravenclaw_mimi

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8 Messages

Thank you for your response. I sent a direct message just now.

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6 days ago

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EG

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107.5K Messages

7 days ago

@ravenclaw_mimi @XfinityEva 

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.

2

ravenclaw_mimi

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8 Messages

Yes, I'll make sure to return with what worked for me. I hope this can get sorted out soon because the disruptions are really affecting our ability to get work done at home.

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6 days ago

EG

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107.5K Messages

@ravenclaw_mimi​ 

TYVM !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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6 days ago

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