MB8611 T3 timeout and sync errors with random internet drops

Greetings,

I have been plagued by random internet drops, like many others on this forum

Motorola MB8611 which I just purchased in December 2022. Some days will fine, with no outages, and then other days will have multiple drops. Of course the drops are most noticeable when either my husband or I are on a video conference call for work.

This is my first time reporting this problem, as it's gotten really bad over the last couple of weeks. Today was especially bad.

Here's my logs:

Startup Sequence

Startup Step	Status	Comment
Acquire Downstream Channel	405000000 Hz	Locked
Upstream Connection	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+

Connection Status

System Up Time	0 days 03h:20m:47s
Network Access	Allowed

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	42	405.0	2.3	39.5	0	0
2	Locked	QAM256	1	477.0	2.2	38.9	0	0
3	Locked	QAM256	2	483.0	2.3	39.1	0	0
4	Locked	QAM256	3	489.0	2.2	39.1	0	0
5	Locked	QAM256	4	495.0	2.2	38.9	0	0
6	Locked	QAM256	5	507.0	2.1	38.8	1	0
7	Locked	QAM256	6	513.0	2.2	38.8	0	0
8	Locked	QAM256	7	519.0	2.1	38.9	1	0
9	Locked	QAM256	8	525.0	2.1	38.7	1	0
10	Locked	QAM256	9	531.0	2.2	38.7	0	0
11	Locked	QAM256	10	537.0	2.1	38.8	1	0
12	Locked	QAM256	11	543.0	2.2	38.6	2	0
13	Locked	QAM256	12	549.0	2.2	38.5	2	0
14	Locked	QAM256	13	555.0	2.4	38.6	1	0
15	Locked	QAM256	14	561.0	2.3	38.5	3	0
16	Locked	QAM256	15	567.0	2.3	38.6	3	0
17	Locked	QAM256	16	573.0	2.4	38.4	1	0
18	Locked	QAM256	17	579.0	2.4	38.4	3	0
19	Locked	QAM256	18	585.0	2.3	38.4	5	0
20	Locked	QAM256	19	591.0	2.4	38.5	5	0
21	Locked	OFDM PLC	32	722.0	1.5	37.6	167885318	1
22	Locked	QAM256	33	453.0	2.2	39.2	0	0
23	Locked	QAM256	34	459.0	2.0	39.1	0	0
24	Locked	QAM256	35	465.0	2.0	39.2	1	0
25	Locked	QAM256	36	471.0	2.1	39.1	0	0
26	Locked	QAM256	38	429.0	2.2	39.5	0	0
27	Locked	QAM256	39	435.0	2.1	39.4	0	0
28	Locked	QAM256	40	441.0	2.1	39.4	0	0
29	Locked	QAM256	41	447.0	2.2	39.4	0	0
30	Locked	QAM256	43	411.0	2.2	39.5	0	0
31	Locked	QAM256	44	417.0	2.1	39.5	0	0
32	Locked	QAM256	45	423.0	2.2	39.5	0	0

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	1	5120	35.6	41.3
2	Not Locked	SC-QAM	2	5120	29.2	48.0
3	Not Locked	SC-QAM	3	5120	22.8	46.5
4	Not Locked	SC-QAM	4	5120	16.4	44.3
5	Locked	SC-QAM	5	1280	39.6	39.0

Event Log

Time	Priority	Description
15:50:02 Fri Jun 2 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:50:02 Fri Jun 2 2023	Critical (3)	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:50:02 Fri Jun 2 2023	Critical (3)	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:50:13 Fri Jun 2 2023	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:50:15 Fri Jun 2 2023	Notice (6)	CM-STATUS message sent. Event Type Code: 7; Chan ID: 2 3 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:50:15 Fri Jun 2 2023	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:50:16 Fri Jun 2 2023	Critical (3)	Ranging Request Retries exhausted;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:50:16 Fri Jun 2 2023	Critical (3)	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:50:59 Fri Jun 2 2023	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:13 Fri Jun 2 2023	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:13 Fri Jun 2 2023	Warning (5)	Dynamic Range Window violation
15:51:13 Fri Jun 2 2023	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:13 Fri Jun 2 2023	Warning (5)	Dynamic Range Window violation
15:51:13 Fri Jun 2 2023	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:13 Fri Jun 2 2023	Warning (5)	Dynamic Range Window violation
15:51:13 Fri Jun 2 2023	Warning (5)	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:13 Fri Jun 2 2023	Warning (5)	Dynamic Range Window violation
15:51:19 Fri Jun 2 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:19 Fri Jun 2 2023	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:22 Fri Jun 2 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:22 Fri Jun 2 2023	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:30 Fri Jun 2 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:31 Fri Jun 2 2023	Notice (6)	CM-STATUS message sent. Event Type Code: 8; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:35 Fri Jun 2 2023	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:35 Fri Jun 2 2023	Critical (3)	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:35 Fri Jun 2 2023	Critical (3)	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:46 Fri Jun 2 2023	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:46 Fri Jun 2 2023	Critical (3)	Ranging Request Retries exhausted;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:46 Fri Jun 2 2023	Critical (3)	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:51:59 Fri Jun 2 2023	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:52:03 Fri Jun 2 2023	Notice (6)	CM-STATUS message sent. Event Type Code: 7; Chan ID: 2 3 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;
15:52:41 Fri Jun 2 2023	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=(removed);CMTS-MAC=(removed);CM-QOS=1.1;CM-VER=3.1;

Responses

CCAbbie

Problem Solver

•

1.4K Messages

1 year ago

@user_209aed Hello, and thank you for taking the time to reach out with your connection concerns. I would like to look further into this for you.

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

1

U

user_209aed

Visitor

•

5 Messages

@XfinityAbbie done! thanks!

1 year ago

0

EG

Expert

•

103.5K Messages

1 year ago

@user_209aed @XfinityAbbie

Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

5

0

U

user_209aed

Visitor

•

5 Messages

@EG will do!

currently waiting for a tech to come out and check the signals. The support engineer checked last night and the signals were out of spec

Once it’s solved, I will post here

1 year ago

EG

Expert

•

103.5K Messages

@user_209aed

Thank you !

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.

Was your question answered? Please mark an Accepted Answer! tick

1 year ago

0

U

user_209aed

Visitor

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5 Messages

Tech just left, and solved the problem. It was outside the house. He replaced a filter outside which he thinks might have been damaged a while ago by a power surge.

Replaced a GLF-1002 for all you equipment nerds out there.
fingers crossed that’s the last time I will have this problem!

1 year ago

0

EG

Expert

•

103.5K Messages

@user_209aed

Thanks for the update ! Hope that solves it for you ! Live with it for a while now and see. Good luck !

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.

Was your question answered? Please mark an Accepted Answer! tick

1 year ago

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U

user_209aed

Visitor

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5 Messages

The connection hasn't failed once since the tech was here Monday and replaced the filter. My modem log is now free of the messages listed above.

I'm not sure how to mark that as an accepted answer.

11 months ago

Your Home Network

user_209aed

MB8611 T3 timeout and sync errors with random internet drops

CCAbbie

user_209aed

EG

user_209aed

EG

user_209aed

EG

user_209aed

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