Regular Visitor
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11 Messages
Internet Outage After Scheduled Maintenance
Yesterday, there was a scheduled maintenance event at my location at around 11:00am. I received noticed that we could expect service interruption. At around that time, my internet went out. Soon afterwards, I received a notice that the work was completed and everything is up. I waited but my internet was still down. I went down to my basement to reboot the modem and router. Still no service. I waited and waited. I checked my Xfinity App and it said that there was no service issue in my area. Late last night, I swapped out my current modem with my previous one and tried to activate it and still nothing. I thought maybe by coincidence my modem went bad at the exact time that I had scheduled maintenance. I then swapped my current modem back in. I looked at my Xfinity App and saw that there is another scheduled maintenance event at 3:30am tomorrow (2/27/26).
This morning, I hooked up my laptop directly to the modem to take a look at the logs and signal quality. It doesn't even show any signal quality metrics. I looked at the log, and I see many messages about timeouts and "No Ranging Response Received".
About 5 years ago, I had a technician over because I constantly had bad signal quality on my modem with lots of dropouts since I moved into my house. I lived with bad signal quality for over 15 years. The technician measured the signal quality and immediately went out to the local distribution point and said that they needed to do some repairs there. Since then, my signal quality has been excellent and for the past 5 years, service has been rock solid. I haven't experienced any issues leading up to yesterday. I just find it weird that things suddenly went bad right after yesterday's scheduled maintenance.
I really don't think there is anything wrong inside my house. My internal connections are good. I don't think there is anything wrong with my modem or router. I think the problem is with the line or distribution point outside of my house. Since they are scheduled to perform service maintenance in my area tomorrow, would it be possible to have them check the lines to my house? I will be headed to my office today (I normally work at home) because of my internet issues.
BlueBeetle
Regular Visitor
•
11 Messages
3 hours ago
My internet was working without problems up until Wednesday 2/25. I received noticed that there will be scheduled maintenance on Wednesday at around 11:00am and that we could expect interruptions in service. Sure enough, at around that time, my internet service went out. A couple of hours later, I received notice that work was completed and that everything is fine. But my service never came back on. I rebooted my modem (Netgear CM1150V) multiple times and I never got reconnected. What happens is that the power light goes on. Then the upstream light flashes and turns stable. Then the downstream light flashes. It would normally turn stable and the internet light would turn on and become stable. But the downstream light never stops flashing.
According to the Xfinity website, there are no outages in my area. There was another scheduled maintenance on Friday 2/27 at around 3:30am and I waited for that to occur with the hope that it would restore my service. But nothing changed. My modem cannot get an internet connection.
Here is the event log for my Netgear modem
Event Log
Clear Log Refresh
Time Priority Description
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) UCD invalid or channel unusable;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;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=78:d2:94:59:ab:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) Lost MDD Timeout;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:00:00:00:00:00;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=78:d2:94:59:ab:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) UCD invalid or channel unusable;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;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=78:d2:94:59:ab:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) Lost MDD Timeout;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:00:00:00:00:00;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=78:d2:94:59:ab:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) Lost MDD Timeout;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:00:00:00:00:00;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=78:d2:94:59:ab:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) Lost MDD Timeout;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:00:00:00:00:00;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=78:d2:94:59:ab:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=78:d2:94:59:ab:70;CMTS-MAC=00:90:f0:2c:08:00;CM-QOS=1.1;CM-VER=3.1;
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Here is the signal stats for the Netgear modem
Cable Connection
Apply Cancel
Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
0
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 555000000 Hz Locked
Connectivity State In Progress Upstream Parameters Acquired
Boot State In Progress Unknown
Security Failed BPI+
IP Provisioning Mode In Progress Unknown
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 28 555000000 Hz -8.5 dBmV 42.2 dB 0 0
2 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
3 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
4 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
5 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
6 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
7 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
8 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
9 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
10 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
11 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
12 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
13 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
14 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
15 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
16 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
17 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
18 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
19 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
20 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
21 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
22 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
23 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
24 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
25 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
26 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
27 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
28 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
29 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
30 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
31 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 61.5 dBmV
2 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Downstream OFDM Channels
Channel Lock
Status Modulation /
Profile ID Channel
ID Frequency Power SNR /
MER Active Subcarrier
Number Range Unerrored
Codewords Correctable
Codewords Uncorrectable
Codewords
1 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 0
2 Not Locked 0 0 0 Hz 0 dBmV 0.0 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
Current System Time:--- --- -- --:--:-- ----
System Up Time:00:02:41
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Prior to this, my cable signals were excellent. I have compared them to screenshots of other people who claimed to have excellent cable signals and mine were just as good. I tried trouble-shooting by removing a splitter and connecting the modem directly to the entering cable. No change. I tried swapping out my modem with my previous modem. No change. I even ordered a new modem (Hitron CODA56) and tried installing it. Nothing. All 3 modems had the same behavior with the flashing lights. The downstream light keeps flashing and there is never a transition to the light indicating an internet connection.
I don't think the problem is inside my house. I haven't needed to touch my modem and cable setup in a long time so there haven't been any physical changes that could cause such a problem.
I think there is something wrong with the signal coming into my house. I went outside and took a look at the cable coming into my house. I do not see any damage. I find it very strange that it all started with a scheduled maintenance. In the past, I had trouble and the technician discovered a problem with the local distribution point (I don't know if that's the correct term). Prior to that, I had bad signal quality and lots of interruptions for many years. But after they fixed that issue (about 5 or more years ago), my cable has been rock-solid with excellent signal quality. So, for the past 5 or more years, I've been super happy with Xfinity.
Luckily, I am able to use an xfinitywifi open hotspot for the time being. But I need to start doing my parent's taxes soon and I do not feel comfortable using an open wifi hotspot for that.
Is there any chance to get a technician to look at the signal coming into my house?
Edited to correct model number of my Netgear modem. I currently have the Hitron CODA56 physically connected to my cable line.
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XfinitySara
Official Employee
•
2.4K Messages
3 hours ago
Hello, @BlueBeetle! We sincerely appreciate you taking the time to provide this details surrounding your service concerns. I believe the second post was flagged as a "duplicate" post, which we encourage to avoid. Not to worry! I've gone ahead and merged the two so all details can be together on one post, making that other post (now a comment) public once more.
Let's take a closer look at things and see what we can do about having our field team investigate this for you. Could you please send our team a direct message to continue?
To send a direct message:
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
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