7 Messages
Internet drops every ~20 minutes for OVER A YEAR, 2 techs have visited and have not able to fix issue
My internet drops constantly. Sometimes it will work for a couple hours, sometimes it will disconnect multiple times in 5 minutes. I have been through 3 different modems, trying to see if a new modem would fix the issue, but unfortunately that didn't help. I have tried 3 or different cables, didn't make a difference.
I have had 2 xfinity techs come out and try to fix it.
The first guy noticed when he touched the coax cable, it would lose connection. So he replaced it with a better one, and left.
The 2nd guy replaced some connectors on the outside of the building where the coax comes in, and left. Issue was still present.
I appreciate they are trying things and ruling things out, but my internet keeps dropping regardless. I have all the logs to prove it, I have logs as far back as January. Here is a slice from a couple weeks ago when I last captured logs (MAC address blanked out). This has been the exact same issue I've gotten on my other modems.
This has been an issue ever since I've moved in, for well over a YEAR now. I've tried to get help many times, but have yet to get this fixed. At this point I'm trying anything I can think of.
Time |
Priority | Description |
| Sat Jul 12 15:46:01 2025 | (Critical (3)) | No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:45:43 2025 | (Notice (6)) | CM-STATUS message sent. Event Type Code: 7; Chan ID: 65 67 68; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:45:40 2025 | (Critical (3)) | No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:01:5c:73:18:7a;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:45:26 2025 | (Critical (3)) | 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:45:26 2025 | (Critical (3)) | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:45:26 2025 | (Critical (3)) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:45:26 2025 | (Critical (3)) | 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:45:26 2025 | (Critical (3)) | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:45:26 2025 | (Critical (3)) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:45:26 2025 | (Critical (3)) | 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:45:26 2025 | (Critical (3)) | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:45:26 2025 | (Critical (3)) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:44:56 2025 | (Notice (6)) | CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:44:56 2025 | (Critical (3)) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:44:23 2025 | (Notice (6)) | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:44:22 2025 | (Notice (6)) | TLV-11 - unrecognized OID;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:44:11 2025 | (Notice (6)) | Honoring MDD; IP provisioning mode = IPv6 |
| Sat Jul 12 15:44:06 2025 | (Critical (3)) | No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:43:51 2025 | (Warning (5)) | ToD request sent - No Response received;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:43:51 2025 | (Critical (3)) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:43:48 2025 | (Critical (3)) | No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:43:26 2025 | (Critical (3)) | 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:43:26 2025 | (Critical (3)) | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:43:26 2025 | (Critical (3)) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:42:31 2025 | (Notice (6)) | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:42:30 2025 | (Notice (6)) | TLV-11 - unrecognized OID;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:42:19 2025 | (Notice (6)) | Honoring MDD; IP provisioning mode = IPv6 |
| Sat Jul 12 15:42:14 2025 | (Critical (3)) | No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:42:01 2025 | (Warning (5)) | ToD request sent - No Response received;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:42:01 2025 | (Critical (3)) | 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:42:01 2025 | (Critical (3)) | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:42:01 2025 | (Critical (3)) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:42:00 2025 | (Critical (3)) | No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:42:00 2025 | (Critical (3)) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:41:57 2025 | (Critical (3)) | No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:41:57 2025 | (Critical (3)) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:41:51 2025 | (Critical (3)) | No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:41:50 2025 | (Notice (6)) | CM-STATUS message sent. Event Type Code: 7; Chan ID: 65 67 68; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:41:49 2025 | (Critical (3)) | No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| Sat Jul 12 15:41:45 2025 | (Critical (3)) | 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
What do I need to do to get this fixed? At this point I've put in many hours troubleshooting and a couple hundred dollars trying different modems. I would love to get this fixed if anyone has any ideas.
Any time I try to explain to a customer support person that the issue is intermittent, they just tell me it shows it's working for them and that's the end of it. And when it's not working, obviously I am not able to reach a customer service person. The xfinity app takes up waaaay too much data, and I have a pretty limited plan (which is already strained due to not having reliable internet).
Funnily enough, I couldn't even post this when I tried the first time because my internet had disconnected.
Here is a pic of a ping I had going just for the duration of writing this post:
user_wfjlfz
7 Messages
2 days ago
Not sure how much proof I need for Xfinity to believe me... I am willing to collect any data they need, I will even buy a coax cable tester if that's what it takes. I really just want this service (that I pay more for every year) to work as advertised.
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EG
Expert
•
112.2K Messages
21 hours ago
What do the modem's signal status values look like ? 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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