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user_fc4er0
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Tuesday, October 22nd, 2024 5:50 PM

Intermittent drops several times a day

Multiple times a day I am getting drops. I have replaced the modem twice and still seeing the issues - now using a Netgear CM3000 modem and Netgear RAXE500 router. In my research, it appears that there could be an upstream line issue. Could this be true? Does Infinity need to come out to replace or change something outside the house? I'm seeing these lines in the modem log. 

Tue Oct 22 09:42:44 2024

(Critical (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;

Tue Oct 22 09:28:29 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 8; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:28:25 2024

(Critical (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;

Tue Oct 22 09:28:25 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 7; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:28:20 2024

(Critical (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;

Tue Oct 22 09:28:15 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 7; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:28:14 2024

(Critical (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;

Tue Oct 22 09:28:10 2024

(Critical (3))

16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:28:10 2024

(Critical (3))

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:28:10 2024

(Critical (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;

Tue Oct 22 09:11:58 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 8; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:11:54 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; 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;

Tue Oct 22 09:11:47 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 7; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:11:47 2024

(Critical (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;

Tue Oct 22 09:11:46 2024

(Critical (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;

Tue Oct 22 09:11:37 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 7; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:11:35 2024

(Critical (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;

Tue Oct 22 09:11:31 2024

(Critical (3))

16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:11:31 2024

(Critical (3))

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:11:31 2024

(Critical (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;

Tue Oct 22 09:09:56 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 8; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:09:50 2024

(Warning (5))

Dynamic Range Window violation

Tue Oct 22 09:09:50 2024

(Warning (5))

RNG-RSP CCAP Commanded Power Exceeds 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;

Tue Oct 22 09:09:47 2024

(Warning (5))

Dynamic Range Window violation

Tue Oct 22 09:09:47 2024

(Warning (5))

RNG-RSP CCAP Commanded Power Exceeds 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;

Tue Oct 22 09:09:46 2024

(Critical (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;

Tue Oct 22 09:09:44 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 7; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:09:35 2024

(Critical (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;

Tue Oct 22 09:09:34 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 7; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:09:32 2024

(Critical (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;

Tue Oct 22 09:09:27 2024

(Critical (3))

16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:09:27 2024

(Critical (3))

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:09:27 2024

(Critical (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;

Tue Oct 22 09:09:25 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; 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;

Tue Oct 22 09:09:24 2024

(Critical (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;

Tue Oct 22 09:09:09 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 7; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:09:06 2024

(Critical (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;

Tue Oct 22 09:08:59 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 7; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

Tue Oct 22 09:08:55 2024

(Critical (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;

Tue Oct 22 09:08:49 2024

(Notice (6))

CM-STATUS message sent. Event Type Code: 7; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.1;

 

Question

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1 month ago

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EG

Expert

 • 

107.1K Messages

1 month ago

Please also 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.

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user_fc4er0

3 Messages

@EG​ 

this data?

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 29 579000000 Hz -4.6 dBmV 38.9 dB 27559 42905
2 Locked QAM256 1 399000000 Hz -2.1 dBmV 40.1 dB 53846 83274
3 Locked QAM256 2 405000000 Hz -1.9 dBmV 40.0 dB 49091 63530
4 Locked QAM256 3 411000000 Hz -2.1 dBmV 40.0 dB 52822 82496
5 Locked QAM256 4 417000000 Hz -2.0 dBmV 40.1 dB 46838 59841
6 Locked QAM256 5 423000000 Hz -2.1 dBmV 40.1 dB 53086 82679
7 Locked QAM256 6 429000000 Hz -1.9 dBmV 40.1 dB 48760 75939
8 Locked QAM256 7 435000000 Hz -2.1 dBmV 40.1 dB 44193 60215
9 Locked QAM256 8 441000000 Hz -1.9 dBmV 40.1 dB 45103 67456
10 Locked QAM256 9 447000000 Hz -1.9 dBmV 40.0 dB 45717 68434
11 Locked QAM256 10 453000000 Hz -2.0 dBmV 40.0 dB 43852 66873
12 Locked QAM256 11 459000000 Hz -2.2 dBmV 39.8 dB 39754 64111
13 Locked QAM256 12 465000000 Hz -2.2 dBmV 39.9 dB 40601 61108
14 Locked QAM256 13 471000000 Hz -2.0 dBmV 40.0 dB 37866 61265
15 Locked QAM256 14 477000000 Hz -2.1 dBmV 39.9 dB 39607 57111
16 Locked QAM256 15 483000000 Hz -2.0 dBmV 39.9 dB 34981 56195
17 Locked QAM256 16 489000000 Hz -2.3 dBmV 39.8 dB 36532 56067
18 Locked QAM256 17 495000000 Hz -2.2 dBmV 39.8 dB 34084 49392
19 Locked QAM256 18 507000000 Hz -2.7 dBmV 39.4 dB 35149 56564
20 Locked QAM256 19 513000000 Hz -3.2 dBmV 39.5 dB 31845 44176
21 Locked QAM256 20 519000000 Hz -3.3 dBmV 39.5 dB 36067 59205
22 Locked QAM256 21 525000000 Hz -3.5 dBmV 39.3 dB 30182 42577
23 Locked QAM256 22 531000000 Hz -3.2 dBmV 39.4 dB 36038 62338
24 Locked QAM256 23 543000000 Hz -3.0 dBmV 39.1 dB 28298 43586
25 Locked QAM256 24 549000000 Hz -4.0 dBmV 39.1 dB 31619 53885
26 Locked QAM256 25 555000000 Hz -4.4 dBmV 38.8 dB 27984 46887
27 Locked QAM256 26 561000000 Hz -5.0 dBmV 38.7 dB 27827 46729
28 Locked QAM256 27 567000000 Hz -4.8 dBmV 38.8 dB 28137 44955
29 Locked QAM256 28 573000000 Hz -4.7 dBmV 38.9 dB 25012 42253
30 Locked QAM256 30 585000000 Hz -4.6 dBmV 38.8 dB 24452 43314
31 Locked QAM256 31 591000000 Hz -5.2 dBmV 38.6 dB 27503 44953
32 Locked QAM256 32 597000000 Hz -5.2 dBmV 38.6 dB 24407 45454
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 43.8 dBmV
2 Locked ATDMA 1 2560 Ksym/sec 10400000 Hz 44.8 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 16400000 Hz 44.3 dBmV
4 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 44.8 dBmV
5 Locked ATDMA 4 5120 Ksym/sec 29200000 Hz 44.3 dBmV
6 Locked ATDMA 6 2560 Ksym/sec 40400000 Hz 46.8 dBmV
7 Not Locked Unknown 0 0 0 0.0 dBmV
8 Not Locked Unknown 0 0 0 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock Status Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier
Number Range		 Unerrored
Codewords		 Correctable
Codewords		 Uncorrectable
Codewords
1 Locked 0 ,1 ,2 ,3 159 722000000 Hz -1.92 dBmV 39.3 dB 946 ~ 3149 75321995869 33777955639 3343
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
 


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1 month ago

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EG

Expert

 • 

107.1K Messages

1 month ago

Yes. Thanks. The signal status values at that snapshot in time were OK but the error log entries indicate that something is going on. And there are a fair number of uncorrectable bit errors. 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 those upstream receive signal stats.


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

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user_fc4er0

3 Messages

@EG​ Thank you so much!

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1 month ago

XfinityBrianH

Official Employee

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945 Messages

 

user_fc4er0 Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

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1 month ago

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EG

Expert

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107.1K Messages

1 month ago

@user_fc4er0 

You're very welcome !

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