Visitor
•
1 Message
Losing connection throughout the day - Arris S33
Hi, like others here on the forum, I've recently and more frequently been experiencing intermittent connectivity and dropped connections. This happens several times per day.
I live in an apartment building so I suspect the problem may be outside of my control, as I haven't updated any components in my network since last year. I'm not able to access splitters, etc. and am generally unaware of how the building is wired. In my unit, I have a single cable from the wall outlet to my modem, both of which are relatively new.
I tried to schedule a service appointment and then got a call from the "advanced technical help center" or something like that. The support person monitored my internet over a period of two hours which happened to be after the workday while I was not home, and he said everything looked good on his end and cancelled my appointment. I'm sure I will continue to experience this issue especially come Monday when I am on Microsoft Teams calls again.
I'd appreciate any help or advice from folks here. Thanks!
Here is the information from my modem:
Downstream Bonded Channels
| 17 | Locked | QAM256 | 531000000 Hz | 8 dBmV | 43 dB | 1 | 0 |
| 13 | Locked | QAM256 | 507000000 Hz | 8 dBmV | 43 dB | 0 | 0 |
| 14 | Locked | QAM256 | 513000000 Hz | 8 dBmV | 42 dB | 2 | 0 |
| 15 | Locked | QAM256 | 519000000 Hz | 8 dBmV | 43 dB | 0 | 0 |
| 16 | Locked | QAM256 | 525000000 Hz | 8 dBmV | 43 dB | 0 | 0 |
| 18 | Locked | QAM256 | 537000000 Hz | 9 dBmV | 43 dB | 0 | 0 |
| 19 | Locked | QAM256 | 543000000 Hz | 8 dBmV | 42 dB | 0 | 0 |
| 20 | Locked | QAM256 | 549000000 Hz | 8 dBmV | 42 dB | 0 | 0 |
| 21 | Locked | QAM256 | 555000000 Hz | 9 dBmV | 43 dB | 0 | 0 |
| 22 | Locked | QAM256 | 561000000 Hz | 9 dBmV | 43 dB | 0 | 0 |
| 23 | Locked | QAM256 | 567000000 Hz | 9 dBmV | 43 dB | 0 | 0 |
| 24 | Locked | QAM256 | 573000000 Hz | 9 dBmV | 43 dB | 0 | 0 |
| 25 | Locked | QAM256 | 579000000 Hz | 9 dBmV | 42 dB | 0 | 0 |
| 26 | Locked | QAM256 | 585000000 Hz | 9 dBmV | 41 dB | 0 | 0 |
| 27 | Locked | QAM256 | 591000000 Hz | 9 dBmV | 41 dB | 0 | 0 |
| 28 | Locked | QAM256 | 597000000 Hz | 9 dBmV | 41 dB | 0 | 0 |
| 29 | Locked | QAM256 | 603000000 Hz | 9 dBmV | 42 dB | 0 | 0 |
| 30 | Locked | QAM256 | 609000000 Hz | 9 dBmV | 42 dB | 0 | 0 |
| 31 | Locked | QAM256 | 615000000 Hz | 9 dBmV | 42 dB | 0 | 0 |
| 32 | Locked | QAM256 | 621000000 Hz | 10 dBmV | 42 dB | 0 | 0 |
| 33 | Locked | QAM256 | 627000000 Hz | 10 dBmV | 42 dB | 0 | 0 |
| 34 | Locked | QAM256 | 633000000 Hz | 10 dBmV | 43 dB | 0 | 0 |
| 35 | Locked | QAM256 | 639000000 Hz | 10 dBmV | 43 dB | 0 | 0 |
| 36 | Locked | QAM256 | 645000000 Hz | 10 dBmV | 43 dB | 0 | 0 |
| 37 | Locked | QAM256 | 651000000 Hz | 10 dBmV | 43 dB | 0 | 0 |
| 38 | Locked | QAM256 | 657000000 Hz | 10 dBmV | 43 dB | 0 | 0 |
| 39 | Locked | QAM256 | 663000000 Hz | 10 dBmV | 43 dB | 0 | 0 |
| 40 | Locked | QAM256 | 669000000 Hz | 10 dBmV | 43 dB | 0 | 0 |
| 41 | Locked | QAM256 | 675000000 Hz | 10 dBmV | 42 dB | 0 | 0 |
| 42 | Locked | QAM256 | 681000000 Hz | 10 dBmV | 43 dB | 0 | 0 |
| 43 | Locked | QAM256 | 687000000 Hz | 10 dBmV | 43 dB | 0 | 0 |
| 44 | Locked | QAM256 | 693000000 Hz | 11 dBmV | 43 dB | 0 | 0 |
| 159 | Locked | OFDM PLC | 702000000 Hz | 13 dBmV | 42 dB | 194301652 | 6062 |
Upstream Bonded Channels
| 10 | Not Locked | SC-QAM | 16400000 Hz | 6400000 | 37.5 dBmV |
| 11 | Not Locked | SC-QAM | 22800000 Hz | 6400000 | 37.5 dBmV |
| 12 | Not Locked | SC-QAM | 29200000 Hz | 6400000 | 42.0 dBmV |
| 13 | Locked | SC-QAM | 35600000 Hz | 6400000 | 42.3 dBmV |
| 14 | Locked | SC-QAM | 40400000 Hz | 3200000 | 39.8 dBmV |
Event Log
| 21/4/2023 18:32:02 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:32:02 |
3 | Ranging Request Retries exhausted;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:32:02 |
3 | 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:32:37 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:32:37 |
3 | Ranging Request Retries exhausted;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:32:37 |
3 | 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:32:50 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:32:50 |
3 | Ranging Request Retries exhausted;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:32:50 |
3 | 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:33:51 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:33:51 |
3 | Ranging Request Retries exhausted;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:33:51 |
3 | 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:34:13 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:34:13 |
3 | Ranging Request Retries exhausted;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:34:13 |
3 | 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 21/4/2023 18:34:19 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
EDIT: Just experienced a disconnect and my modem logged the following
| 22/4/2023 10:26:41 |
6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 22/4/2023 10:26:46 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 22/4/2023 10:26:47 |
6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 22/4/2023 10:27:14 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 22/4/2023 10:27:15 |
5 | MDD message timeout;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 22/4/2023 10:27:18 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 22/4/2023 10:27:19 |
6 | CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 22/4/2023 10:27:42 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 22/4/2023 10:27:44 |
6 | CM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 22/4/2023 10:27:52 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 22/4/2023 10:27:52 |
3 | Ranging Request Retries exhausted;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 22/4/2023 10:27:52 |
3 | 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
| 22/4/2023 10:28:04 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; |
Accepted Solution
XfinityAmandaB
Official Employee
•
2.2K Messages
2 years ago
@user_c8dd17 Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" 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
0
0