Jclsob's profile

Frequent Visitor

 • 

6 Messages

Mon, Dec 28, 2020 7:00 PM

Intermittent disconnects & error messages (T3 timeouts)

I have been experiencing intermittent disconnects and unstable internet messages.  I've been looking at my modem's stats to look for issues.  The event log is full of the following messages: 

 

 Critical (3)  Started Unicast Maintenance Ranging - No Response received 

 

I've seen other people ask about this message, but I'm not sure what the resolutions were.  Is this typically caused by problems with the Xfinity line that is coming into my house?

 

Responses

EG

Expert

 • 

87K Messages

5 m ago

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?


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? Mark the post as Best Answer!tick

Frequent Visitor

 • 

6 Messages

5 m ago

The modem/router is a Motorola MG7315.

 

I have the output from my event log, but don't know how to put it into this message.    But the Downstream power ranges from -7.3 to -7.9,  and the SNR from 38.2 to 39.  The Upstream power ranges from 45.0 to 46.8

 

 

 

Frequent Visitor

 • 

6 Messages

5 m ago

I took a picture of the relevant information and put it in a shareable Google Photos file.  Will this work?

 

https://photos.app.goo.gl/KbZaL5c3fTj5M6hs5

 

 

EG

Expert

 • 

87K Messages

5 m ago

The downstream power is on the low / weak side and it may be intermittently fluctuating even lower to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

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? Mark the post as Best Answer!tick
EG

Expert

 • 

87K Messages

5 m ago

Try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.


Or copy all of the text of the status page and paste it into the body of your next post here.

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? Mark the post as Best Answer!tick

Frequent Visitor

 • 

6 Messages

5 m ago

There are no splitters or anything like that anywhere in the house.  My house was a new build and is less than 3 years old, so there shouldn't be any issues with the wiring or cabling in the house.

 

What would typically cause the downstream power to be on the low / weak side?  Is that typically the signal coming into the house from Xfinity as opposed to a problem with my modem?

Frequent Visitor

 • 

6 Messages

5 m ago

Thanks!  I'll get Xfinity tech involved.  I was just worried that they would blame my modem and try to charge me to diagnose the problem.  

EG

Expert

 • 

87K Messages

5 m ago

If nothing applies, then it may be best to get a tech out to investigate the problem.

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good 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? Mark the post as Best Answer!tick
EG

Expert

 • 

87K Messages

5 m ago

Quite welcome ! Please post back with how things turn out, thanks.

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? Mark the post as Best Answer!tick

Frequent Visitor

 • 

6 Messages

5 m ago

Spoke to Xfinity tech support yesterday.  They sent a tech out to my house this morning.  He said the problem was that when Comcast installed my internet 3 years ago, they used an 8-way splitter.  He said something about the fact that Xfinity has been putting in new nodes, and the 8-way splitter was slowing my signal.  He swapped it out with a 4-way and said everything tested out better.

 

So, fingers crossed that it's really fixed!

 

 

 

 

Official Employee

 • 

326 Messages

5 m ago

@Jclsob, if you can send us a private message we can take a closer look at your signal quality and connection. Just click on my username to use the send private message option and include your name and service address so we can make sure your service is working properly. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

New to the Community?

Start Here