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Intermittent Internet Connection Issue
Hi,
I have been experiencing intermittent Internet connection issue for quite a while. I have replace my modem (two modem from Amazon and one xFI router+modem from Xfinity). I also got a high-end mesh WiFi router. But the intermittent Internet connection issue did not go away. Recently, I drop lines a few times a day and I can not bear it anymore. So I plan to have it fixed.
I looked into my modem's admin tool (a Motorola MB7621 cable modem) and saw the following Event Log (modem MAC address is replaced with xx:xx:xx:xx:xx:xx):
| Time | Priority | Description |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=[Edited: Personal information];CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| Tue Jun 18 14:02:08 2024 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
| Tue Jun 18 14:02:08 2024 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
| Tue Jun 18 14:02:08 2024 | Critical (3) | 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
| Tue Jun 18 14:57:34 2024 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
The "Downstream Bonded Channels" information looks like the following:
| Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected |
| 1 | Locked | QAM256 | 4 | 405.0 | 0.9 | 39.9 | 2906 | 1781 |
| 2 | Locked | QAM256 | 5 | 411.0 | 1.1 | 40.0 | 2350 | 1475 |
| 3 | Locked | QAM256 | 6 | 417.0 | 1.3 | 40.0 | 1989 | 1450 |
| 4 | Locked | QAM256 | 7 | 423.0 | 1.5 | 40.1 | 1545 | 1739 |
| 5 | Locked | QAM256 | 8 | 429.0 | 1.8 | 40.2 | 1514 | 1429 |
| 6 | Locked | QAM256 | 9 | 435.0 | 2.1 | 40.2 | 1530 | 1588 |
| 7 | Locked | QAM256 | 10 | 441.0 | 2.2 | 40.1 | 2322 | 1440 |
| 8 | Locked | QAM256 | 11 | 447.0 | 2.4 | 40.2 | 2310 | 1403 |
| 9 | Locked | QAM256 | 12 | 453.0 | 2.6 | 40.2 | 931 | 1109 |
| 10 | Locked | QAM256 | 13 | 459.0 | 2.6 | 40.2 | 536 | 1111 |
| 11 | Locked | QAM256 | 14 | 465.0 | 2.6 | 40.2 | 608 | 1011 |
| 12 | Locked | QAM256 | 15 | 471.0 | 2.6 | 40.2 | 617 | 1346 |
| 13 | Locked | QAM256 | 16 | 477.0 | 2.7 | 40.2 | 495 | 1111 |
| 14 | Locked | QAM256 | 17 | 483.0 | 2.8 | 40.2 | 731 | 1623 |
| 15 | Locked | QAM256 | 18 | 489.0 | 3.1 | 40.3 | 521 | 912 |
| 16 | Locked | QAM256 | 19 | 495.0 | 3.1 | 40.4 | 462 | 1094 |
| 17 | Locked | QAM256 | 20 | 507.0 | 3.7 | 38.6 | 431 | 1200 |
| 18 | Locked | QAM256 | 21 | 513.0 | 3.6 | 40.1 | 475 | 1202 |
| 19 | Locked | QAM256 | 22 | 519.0 | 3.6 | 41.6 | 533 | 1583 |
| 20 | Locked | QAM256 | 23 | 525.0 | 3.5 | 41.5 | 728 | 1714 |
| 21 | Locked | QAM256 | 24 | 531.0 | 3.7 | 41.8 | 633 | 2179 |
| 22 | Locked | QAM256 | 25 | 543.0 | 4.2 | 41.8 | 530 | 1624 |
| 23 | Locked | QAM256 | 26 | 549.0 | 4.2 | 41.8 | 462 | 1135 |
| 24 | Locked | QAM256 | 27 | 555.0 | 4.3 | 41.8 | 342 | 942 |
| Total | 25501 | 33201 |
The "Upstream Bonded Channel" information looks like the following:
| Channel | Lock Status | Channel Type | Channel ID | Symb. Rate (Ksym/sec) | Freq. (MHz) | Pwr (dBmV) |
| 1 | Locked | ATDMA | 4 | 5120 | 29.2 | 37.5 |
| 2 | Locked | ATDMA | 1 | 2560 | 10.4 | 37.8 |
| 3 | Locked | ATDMA | 2 | 5120 | 16.4 | 37.2 |
| 4 | Locked | ATDMA | 3 | 5120 | 22.8 | 38.0 |
| 5 | Locked | ATDMA | 5 | 5120 | 35.6 | 38.8 |
| 6 | Locked | ATDMA | 6 | 2560 | 40.4 | 39.5 |
| 7 | Not Locked | Unknown | 0 | 0 | 0 | 0.0 |
| 8 | Not Locked | Unknown | 0 | 0 | 0 | 0.0 |
Any insights into the potential issue? In addition to "Started Unicast Maintenance Ranging - No Response received - T3 time-out" errors in the Event Log, are corrected and uncorrected errors in "Downstream Bonded Channels" high? Currently, I suspect it is the line issue (like this one https://www.reddit.com/r/Comcast_Xfinity/comments/ewqd83/frequent_started_unicast_maintenance_ranging_no/). I have scheduled an upcoming tech visit from Xfinity. You suggestions are really appreciated. Thanks!
XfinityAlyssaA
Official Employee
•
1.9K Messages
11 months ago
Good evening @user_6tml2k, and thank you for reaching out on our Community Forums page regarding your intermittent connection issues, we appreciate your time and reaching out to work with us! Rest assured, you've reached the right team to help. We're sorry to hear about your ongoing connection issues and appreciate you letting us know that you have tried swapping out modems and for taking the time to post your modem logs. How long have you been experiencing connection issues? Does this happen across multiple devices or one in particular such as a specific computer or gaming console?
I also see that you stated you scheduled an upcoming visit with one of our expert technicians. When is your visit? We'd be happy to follow up to see how things went and confirm if your service has improved. If not, we can look into next steps.
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