user_TW1525's profile

Regular Visitor

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6 Messages

Thursday, May 25th, 2023 6:49 PM

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Intermittent connection time outs, T3 timeout

Hello,

In the past this forum has been able to help me and I hope you can do so again.  About 3 years ago I had an issue with intermittent internet connection issues that was ultimately resolved with help of the team here.  The issue then was with the signal and was ultimately resolved when some lines in  the neighborhood were replaced.  Everything has worked well until the past few weeks when I began having problems again.  Nothing has been changed on my side.      Again the cable modem is showing errors when the interruptions occur.  Usually after a few minutes the issues resolve and everything is fine until the next interruption, which occurs at random, multiple times daily. 

Below is an excerpt from my error log.  I am asking for someone to look into the issue.

Thanks,

Tom

05/25/2023 11:36 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 11:05 74010100 6 "CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 11:05 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 11:04 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 11:04 2436694061 5 "Dynamic Range Window violation"
05/25/2023 11:04 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 11:01 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 11:01 2436694061 5 "Dynamic Range Window violation"
05/25/2023 11:01 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 11:01 2436694061 5 "Dynamic Range Window violation"
05/25/2023 11:01 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 11:01 2436694061 5 "Dynamic Range Window violation"
05/25/2023 11:01 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 11:01 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 11:01 2436694061 5 "Dynamic Range Window violation"
05/25/2023 11:01 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 11:01 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 11:01 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"

Expert

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103.7K Messages

1 year ago

What do the modem's signal stats look like ? 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.


What is the exact make and model number of the modem / gateway device ?

(edited)

Regular Visitor

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6 Messages

1 year ago

Thanks for your interest.   
Here you are.    It's an Aris SB8200,  about 3 years old with no issue until now.  
Connection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 447000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
38 Locked QAM256 447000000 Hz 3.7 dBmV 38.7 dB 573 948
1 Locked QAM256 525000000 Hz 4.9 dBmV 39.8 dB 457 832
2 Locked QAM256 531000000 Hz 4.8 dBmV 39.7 dB 537 978
3 Locked QAM256 537000000 Hz 4.8 dBmV 39.6 dB 534 857
4 Locked QAM256 543000000 Hz 5.0 dBmV 39.8 dB 475 942
5 Locked QAM256 549000000 Hz 5.0 dBmV 39.8 dB 523 963
6 Locked QAM256 555000000 Hz 5.0 dBmV 39.9 dB 473 830
7 Locked QAM256 561000000 Hz 5.1 dBmV 39.8 dB 456 768
8 Locked QAM256 567000000 Hz 5.1 dBmV 39.9 dB 472 681
9 Locked QAM256 573000000 Hz 5.3 dBmV 40.1 dB 539 1066
10 Locked QAM256 579000000 Hz 5.2 dBmV 39.8 dB 487 847
11 Locked QAM256 585000000 Hz 5.3 dBmV 39.9 dB 515 741
12 Locked QAM256 591000000 Hz 5.5 dBmV 39.9 dB 445 1003
13 Locked QAM256 597000000 Hz 5.8 dBmV 40.1 dB 451 847
14 Locked QAM256 603000000 Hz 6.0 dBmV 40.1 dB 513 781
15 Locked QAM256 609000000 Hz 5.6 dBmV 40.0 dB 370 841
16 Locked QAM256 615000000 Hz 5.7 dBmV 40.0 dB 496 870
17 Locked QAM256 621000000 Hz 5.8 dBmV 40.1 dB 464 834
18 Locked QAM256 627000000 Hz 6.0 dBmV 40.2 dB 393 713
19 Locked QAM256 633000000 Hz 6.6 dBmV 40.3 dB 495 872
31 Locked QAM256 495000000 Hz 4.5 dBmV 39.4 dB 594 839
33 Locked QAM256 507000000 Hz 4.6 dBmV 39.4 dB 538 991
34 Locked QAM256 513000000 Hz 4.6 dBmV 39.7 dB 514 1013
35 Locked QAM256 519000000 Hz 4.6 dBmV 39.7 dB 547 898
37 Locked Other 762000000 Hz 10.3 dBmV 40.0 dB 2316999878 93
39 Not Locked QAM256 0 Hz 0.0 dBmV 38.8 dB 536 903
40 Locked QAM256 453000000 Hz 3.7 dBmV 39.0 dB 521 1004
41 Locked QAM256 459000000 Hz 3.8 dBmV 38.9 dB 527 999
42 Locked QAM256 465000000 Hz 3.8 dBmV 39.0 dB 541 979
43 Locked QAM256 471000000 Hz 4.0 dBmV 39.2 dB 462 927
44 Locked QAM256 477000000 Hz 4.0 dBmV 39.0 dB 503 986
45 Locked QAM256 483000000 Hz 4.0 dBmV 39.2 dB 563 1014



Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 37.0 dBmV
2 2 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 37.0 dBmV
3 3 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 37.0 dBmV
4 4 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 38.0 dBmV
5 5 Locked SC-QAM Upstream 39600000 Hz 1600000 Hz 35.0 dBmV

Regular Visitor

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6 Messages

1 year ago

Here is a the event log from the last interruption  this afternoon

05/25/2023 17:14 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 17:14 2436694061 5 "Dynamic Range Window violation"
05/25/2023 17:14 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 17:14 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 17:14 2436694061 5 "Dynamic Range Window violation"
05/25/2023 17:14 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 17:14 2436694061 5 "Dynamic Range Window violation"
05/25/2023 17:14 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 17:14 2436694061 5 "Dynamic Range Window violation"
05/25/2023 17:14 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/25/2023 17:14 2436694061 5 "Dynamic Range Window violation"
05/25/2023 17:14 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"

(edited)

Problem Solver

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311 Messages

@user_TW1525 we apologize for the issues you've encountered with the internet services, this is not the experience we would like for you to have, so my team would like a chance to review these concerns, and provide assistance.

 

Can you please send our team a direct message [private message]:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message 

 

 

 

I no longer work for Comcast.

Expert

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103.7K Messages

1 year ago

@user_TW1525 

OK so even though the signal status values looked OK at that snapshot in time, the error log entries confirm 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 poll the CMTS for those upstream receive signal stats.

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

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