Intermittant loss of connection with "No Ranging Response received - T3 time-out"

Hi all, I'm having issues with my modem losing connection randomly. It can occur for a few seconds up to several minutes. Most of the time it comes back on it's own, but I have power cycled (unsure if it came back independently of the power cycle while the modem was booting up). I looked into my modem logs and I have them all posted below. I have visually inspected the line to my modem (runs around the outside of the house, estimated at about 70-100ft, then it ends at the Comcast box on my outside wall, which has a single joiner (I don't have TV service or any other taps in the house active besides what goes to the modem, so no splitters at all) then it goes underground to the plant (about 30-40ft and I have the Comcast plant in my backyard for my neighbors and myself.

I have attempted to work with Comcast support via chat and phone, but it doesn't go past "It's working now, not sure of the issue" from the front line folks. Any ideas on if this would be something that can be escalated?

Issues in the log below:

2020-08-12, 20:14:27

2020-08-10, 11:08:02

Cable Connection

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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	597000000 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	32	597000000 Hz	7.1 dBmV	44.0 dB	1910356690	769	2155
2	Locked	QAM256	8	453000000 Hz	7.0 dBmV	44.5 dB	1908897406	865	2650
3	Locked	QAM256	9	459000000 Hz	6.9 dBmV	44.4 dB	1908900223	928	2569
4	Locked	QAM256	10	465000000 Hz	7.0 dBmV	44.4 dB	1908903549	847	2609
5	Locked	QAM256	11	471000000 Hz	6.9 dBmV	44.2 dB	1908908538	869	2586
6	Locked	QAM256	12	477000000 Hz	7.0 dBmV	44.4 dB	1908911281	793	2600
7	Locked	QAM256	13	483000000 Hz	7.0 dBmV	44.4 dB	1908916255	797	2557
8	Locked	QAM256	14	489000000 Hz	7.2 dBmV	44.6 dB	1908918084	788	2520
9	Locked	QAM256	15	495000000 Hz	7.0 dBmV	44.4 dB	1908928066	841	2505
10	Locked	QAM256	16	501000000 Hz	7.0 dBmV	44.3 dB	1908932368	846	2438
11	Locked	QAM256	17	507000000 Hz	7.3 dBmV	44.4 dB	1908935363	896	2376
12	Locked	QAM256	18	513000000 Hz	7.3 dBmV	44.2 dB	1908939753	850	2401
13	Locked	QAM256	19	519000000 Hz	7.2 dBmV	44.2 dB	1908943613	870	2247
14	Locked	QAM256	20	525000000 Hz	7.1 dBmV	44.3 dB	1908947151	836	2355
15	Locked	QAM256	21	531000000 Hz	7.3 dBmV	44.3 dB	1908951580	798	2205
16	Locked	QAM256	22	537000000 Hz	7.3 dBmV	44.3 dB	1908955320	886	2208
17	Locked	QAM256	23	543000000 Hz	7.1 dBmV	44.4 dB	1908967309	782	2205
18	Locked	QAM256	24	549000000 Hz	6.9 dBmV	44.3 dB	1908970763	756	2160
19	Locked	QAM256	25	555000000 Hz	7.0 dBmV	44.3 dB	1908975014	775	2122
20	Locked	QAM256	26	561000000 Hz	7.1 dBmV	44.1 dB	1908977405	849	2194
21	Locked	QAM256	27	567000000 Hz	6.5 dBmV	43.9 dB	1908982214	763	2151
22	Locked	QAM256	28	573000000 Hz	6.5 dBmV	43.9 dB	1908986231	725	2149
23	Locked	QAM256	29	579000000 Hz	6.9 dBmV	44.0 dB	1908988519	803	2121
24	Locked	QAM256	30	585000000 Hz	7.2 dBmV	43.9 dB	1908992935	817	2120
25	Locked	QAM256	31	591000000 Hz	7.1 dBmV	44.2 dB	1908996723	810	2077
26	Locked	QAM256	33	603000000 Hz	7.4 dBmV	44.0 dB	1909001683	763	1985
27	Locked	QAM256	34	609000000 Hz	7.4 dBmV	44.2 dB	1909004677	767	2146
28	Locked	QAM256	35	615000000 Hz	7.3 dBmV	43.7 dB	1909008060	827	1937
29	Locked	QAM256	36	621000000 Hz	7.0 dBmV	44.0 dB	1909011599	734	1886
30	Locked	QAM256	37	627000000 Hz	7.0 dBmV	43.9 dB	1909012205	786	1924
31	Locked	QAM256	38	633000000 Hz	7.0 dBmV	43.9 dB	1909014254	794	1846
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	5	36100000 Hz	46.0 dBmV
2	Locked	ATDMA	6	29600000 Hz	47.0 dBmV
3	Locked	ATDMA	7	23000000 Hz	46.5 dBmV
4	Locked	ATDMA	8	16500000 Hz	46.3 dBmV
5	Not Locked	Unknown	0	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Hz	0.0 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	722000000 Hz	7.9 dBmV	42.5 dB	1228 ~ 2867	211946408	24558060	31
2	Not Locked	0	0	0 Hz	6.4 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

Current System Time: Thu Aug 13 08:00:58 2020

System Up Time: 11:40:58

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Hardware Version

2.02

Firmware Version

V7.01.01

Cable Modem Serial Number

4L058BWC034F2

CM certificate

Installed

CM MAC

14:59:c0:f6:98:c8

Clear Log Refresh

Time	Priority	Description
2020-08-12, 20:20:50	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;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=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;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=14:59:c0:f6:98:c8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2020-08-12, 20:15:35	Critical (3)	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-12, 20:15:35	Critical (3)	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-12, 20:14:27	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;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=14:59:c0:f6:98:c8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 17:13:30	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 17:13:17	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 17:13:03	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 17:13:03	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 17:13:03	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 17:13:01	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 17:13:00	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 17:13:00	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 17:09:17	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 17:09:06	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 17:08:41	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 19:12:53	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:12:10	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:11:58	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:11:55	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:11:54	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:10:21	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:09:32	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:09:00	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:08:30	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:08:02	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:07:58	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:07:53	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:07:53	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:07:49	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:07:48	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:07:45	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:07:44	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:07:43	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:07:42	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;
2020-08-10, 11:07:42	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

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Responses

patrone84

Frequent Visitor

•

9 Messages

5 years ago

Not an expert by any means...am having similar issues and have been investigating for a few days. A Motorola tech explained to me that the likely culprit is the SNR being too high. It should be between 38-42. Yours appear high as well.

EG

Expert

•

111.4K Messages

5 years ago

.@patrone84

Nah. The rep was wrong. The SNR can never be too high. The higher the better. Higher means less noise, not more.

aaiceman

Regular Visitor

•

7 Messages

5 years ago

Thank you. Hopefully I can get confirmation to help troubleshoot this.

I was reading up on the proper levels I should be seeing and was using this site as a reference.

https://pickmymodem.com/signal-levels-docsis-3-03-1-cable-modem/

It does mention a signal level for SNR being above 32 as good.

EG

Expert

•

111.4K Messages

5 years ago

.@aaiceman

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

There are other signal stat figures 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 that are available to these boards. They can check the CMTS (Cable Modem Termination System) 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 poll for those upstream receive signal stats.

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

CCAmir

Gold Problem Solver

•

7.2K Messages

5 years ago

Hi aaiceman, I can help you as well. Just send me a private message with your full name and account number so that I can take a look at your signal levels.

EG

Expert

•

111.4K Messages

5 years ago

@ComcastAmir wrote:
Hello patrone84, I'd be happy to assist you with getting your timeout issue resolved so that you can enjoy your data without interruptions. To get our journey started could you please send me a private message with your full name by clicking on my name (ComcastAmir) and then click "Send a message"?

FWIW Amir, it is .@aaciceman who is the original poster.

CCAmir

Gold Problem Solver

•

7.2K Messages

5 years ago

Hello patrone84, I'd be happy to assist you with getting your timeout issue resolved so that you can enjoy your data without interruptions. To get our journey started could you please send me a private message with your full name by clicking on my name (ComcastAmir) and then click "Send a message"?

aaiceman

Regular Visitor

•

7 Messages

5 years ago

Thanks! PM Sent.

Your Home Network

aaiceman

Intermittant loss of connection with "No Ranging Response received - T3 time-out"

patrone84

EG

aaiceman

EG

CCAmir

EG

CCAmir

aaiceman

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