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Parkm13
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Wednesday, May 22nd, 2024 5:45 PM

Internet dropping for ~30 seconds 10 times a day. Error CM-STATUS message sent. Event Type Code: 24 and No Ranging Response received - T3

Hello and thanks in advance for any help! I feel like I'm losing my mind, for the past several months the internet will randomly drop for 30-90 seconds multiple times a day. It kicks me out of any work call. It will come back on its own (I don't have to manually restart modem or router) This happens wired and wireless. I have already checked all connections/removed all splitters. 

Had multiple calls with customer service and all they say is everything looks good from their end. Had a tech come out and spend an hour here saying everything looks normal and the only thing he would recommend is renting the Xfinity modem to see if that fixes it. 

Currently using Motorola MB8611 DOCSIS 3.1

Any advice/help would be great! 

Question

 • 

Updated 

1 month ago

 • Edited

57

3

Parkm13

4 Messages

1 month ago

Connection
   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 417000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 00h:22m:43s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 4 417.0 2.1 44.0 0 0
   2 Locked QAM256 1 399.0 2.2 44.0 0 0
   3 Locked QAM256 2 405.0 2.1 44.0 0 0
   4 Locked QAM256 3 411.0 2.2 43.6 0 0
   5 Locked QAM256 5 423.0 2.3 44.2 0 0
   6 Locked QAM256 6 429.0 2.4 44.2 0 0
   7 Locked QAM256 7 435.0 2.2 44.1 0 0
   8 Locked QAM256 8 441.0 2.7 44.5 0 0
   9 Locked QAM256 9 447.0 3.2 44.6 0 0
   10 Locked QAM256 10 453.0 3.8 45.1 0 0
   11 Locked QAM256 11 459.0 4.2 45.3 0 0
   12 Locked QAM256 12 465.0 4.9 45.6 0 0
   13 Locked QAM256 13 471.0 5.4 45.8 0 0
   14 Locked QAM256 14 477.0 6.1 46.2 0 0
   15 Locked QAM256 15 483.0 6.5 46.3 0 0
   16 Locked QAM256 16 489.0 6.9 46.3 0 0
   17 Locked QAM256 17 495.0 6.8 46.3 0 0
   18 Locked QAM256 18 507.0 6.8 46.3 0 0
   19 Locked QAM256 19 513.0 6.2 46.2 0 0
   20 Locked QAM256 20 519.0 5.9 46.0 0 0
   21 Locked QAM256 21 525.0 4.7 45.3 0 0
   22 Locked QAM256 22 531.0 3.4 44.7 0 0
   23 Locked QAM256 23 537.0 4.3 45.1 0 0
   24 Locked QAM256 24 543.0 5.1 45.4 0 0
   25 Locked QAM256 25 549.0 5.3 45.7 0 0
   26 Locked QAM256 26 555.0 5.6 45.7 0 0
   27 Locked QAM256 27 561.0 5.8 45.5 0 0
   28 Locked QAM256 28 567.0 5.8 45.6 0 0
   29 Locked QAM256 29 573.0 5.4 45.3 0 0
   30 Locked QAM256 30 579.0 5.5 45.5 0 0
   31 Locked QAM256 31 585.0 5.4 45.4 0 0
   32 Locked QAM256 32 591.0 4.9 45.1 0 0
   33 Locked OFDM PLC 193 722.0 2.4 43.1 5072092 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 17 5120 35.6 41.0
   2 Locked SC-QAM 18 5120 29.2 41.0
   3 Locked SC-QAM 19 5120 22.8 40.8
   4 Locked SC-QAM 20 5120 16.4 40.5
   5 Locked SC-QAM 21 2560 40.4 41.3
   6 Locked SC-QAM 22 2560 10.4 41.0

2

0

Parkm13

4 Messages

11:12:10
Mon May 20 2024		   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;
    11:12:22
Mon May 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;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    19:26:17
Mon May 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;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    05:01:25
Tue May 21 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;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    06:28:17
Tue May 21 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;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    06:47:35
Tue May 21 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;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    05:53:12
Wed May 22 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;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    06:37:37
Wed May 22 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;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    10:23:52
Wed May 22 2024		   Notice (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;
    10:29:23
Wed May 22 2024		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
 

(edited)

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1 month ago

0

XfinityAngie

Official Employee

 • 

1.1K Messages

 

Parkm13, Thank you for reaching out to Xfinity Support. I would be happy to take a look at your account and see what's going on with things. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• 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 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

EG

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104.2K Messages

1 month ago

The signal status values at that snapshot in time were good / in spec but the error log entries indicate 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 those upstream receive signal stats.


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

(edited)

1

Parkm13

4 Messages

@EG​ Thank you so much for the help!! 

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1 month ago

EG

Expert

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104.2K Messages

1 month ago

@Parkm13 

Quite welcome !!

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