U

Visitor

 • 

3 Messages

Tue, Nov 30, 2021 9:53 PM

Internet Service Intermittent - Time Not established, No Ranging Response Received, T3 Time Out

I have been dealing with intermittent internet.  It has become so frequent that it is difficult to work (from home).  Sometimes it is back in a few seconds, other times it is off for long enough that I have to reset my modem and router.  Iabout 6 months ago I thought it was the modem so I bought a new one Netgear1000.  When I run speed tests everything looks great.  I finally logged into the modem and saw all of the errors.  I have no idea what to do next.  Any help would be greatly appreciated! 

  

Time Priority Description
2021-11-30, 11:52:59 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;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established 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;
2021-11-30, 11:51:48 Critical (3) Resetting the cable modem due to docsDevResetNow
2021-11-30, 03:34:20 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;
2021-11-29, 20:07:38 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Time Not Established 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 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;
<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 4 453000000 Hz 2.0 dBmV 39.3 dB 471578702 0 0
2 Locked QAM256 5 459000000 Hz 2.3 dBmV 39.6 dB 470320429 0 0
3 Locked QAM256 6 465000000 Hz 2.2 dBmV 39.8 dB 470323882 0 0
4 Locked QAM256 7 471000000 Hz 2.1 dBmV 39.3 dB 470328728 0 0
5 Locked QAM256 8 477000000 Hz 2.2 dBmV 39.6 dB 470331880 0 0
6 Locked QAM256 9 483000000 Hz 2.3 dBmV 39.5 dB 470336548 0 0
7 Locked QAM256 10 489000000 Hz 2.9 dBmV 39.2 dB 470339617 0 0
8 Locked QAM256 11 495000000 Hz 2.8 dBmV 39.5 dB 470343491 0 0
9 Locked QAM256 12 507000000 Hz 2.6 dBmV 39.4 dB 470347387 0 0
10 Locked QAM256 13 513000000 Hz 2.7 dBmV 39.7 dB 470351034 0 0
11 Locked QAM256 14 519000000 Hz 3.0 dBmV 38.2 dB 470354307 0 0
12 Locked QAM256 15 525000000 Hz 3.2 dBmV 38.8 dB 470358974 0 0
13 Locked QAM256 16 531000000 Hz 3.0 dBmV 37.3 dB 470361884 0 0
14 Locked QAM256 17 537000000 Hz 2.3 dBmV 36.3 dB 470365765 0 0
15 Locked QAM256 18 543000000 Hz 2.3 dBmV 35.3 dB 470369587 0 0
16 Locked QAM256 19 549000000 Hz 2.6 dBmV 35.9 dB 470372916 0 0
17 Locked QAM256 20 555000000 Hz 2.9 dBmV 39.1 dB 470382217 0 0
18 Locked QAM256 21 561000000 Hz 2.6 dBmV 39.6 dB 470385897 0 0
19 Locked QAM256 22 567000000 Hz 2.2 dBmV 39.5 dB 470390655 0 0
20 Locked QAM256 23 573000000 Hz 2.1 dBmV 39.4 dB 470394082 0 0
21 Locked QAM256 24 579000000 Hz 2.1 dBmV 39.3 dB 470397874 0 0
22 Locked QAM256 25 585000000 Hz 2.2 dBmV 39.6 dB 470400697 0 0
23 Locked QAM256 26 591000000 Hz 2.6 dBmV 39.7 dB 470405725 0 0
24 Locked QAM256 27 597000000 Hz 2.2 dBmV 39.5 dB 470408808 0 0
25 Locked QAM256 28 603000000 Hz 2.1 dBmV 39.6 dB 470412344 0 0
26 Locked QAM256 29 609000000 Hz 1.7 dBmV 39.4 dB 470416595 0 0
27 Locked QAM256 30 615000000 Hz 2.0 dBmV 39.6 dB 470420195 0 0
28 Locked QAM256 31 621000000 Hz 2.3 dBmV 39.3 dB 470423684 0 0
29 Locked QAM256 32 627000000 Hz 1.7 dBmV 38.4 dB 470427129 0 0
30 Locked QAM256 33 633000000 Hz 2.0 dBmV 39.2 dB 470428507 0 0
31 Locked QAM256 34 639000000 Hz 1.6 dBmV 38.8 dB 470428751 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0
<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 65 16400000 Hz 52.3 dBmV
2 Locked ATDMA 66 22800000 Hz 53.5 dBmV
3 Locked ATDMA 67 29200000 Hz 53.8 dBmV
4 Locked ATDMA 68 35600000 Hz 54.0 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

Accepted Solution

EG

Expert

 • 

91.6K Messages

2 m ago

The upstream power is too high / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

(edited)

EG

Expert

 • 

91.6K Messages

My pleasure !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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Official Employee

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525 Messages

Hello, @user_1965karma, thank you for taking the time to provide those great detailed messages and for working with our awesome expert! They're the best and always provide great information 🙌. Have you had a chance to check all those steps provided by our expert? If so, are you still experiencing the same issue?

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

Visitor

 • 

3 Messages

2 m ago

Here are the other two event logs. 


<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 1, 2, 3 48 805000000 Hz 0.5 dBmV 37.0 dB 1168 ~ 2927 77401698 71241050 0
2 Not Locked 0 0 0 Hz 0.6 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

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