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user_972388
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Saturday, June 10th, 2023 8:10 PM

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modem losing signal / constant RCS Partial Service errors

I've been having signal issues with my cable modem ever since I got xfinity. (Arris SB6190.) Constant RCS partial service errors leading to being disconnected from whatever I'm doing. I have to restart my modem 1-15 times a day. Each time I call customer support, the 'solution' they recommend is to connect to xfinity wifi hotspots. There are none in my area. I've been enduring the issues up to this point, but today has been the worst it's ever been and I can't get my work done.

If anyone has any suggestions, I'd love to hear them.

here's some relevant data:

Time Priority Description
Sat Jun 10 13:39:21 2023 5 RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:39:21 2023 3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:39:22 2023 5 RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:41:40 2023 3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:44:11 2023 5 RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:45:30 2023 3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:45:31 2023 5 RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:46:00 2023 3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:46:12 2023 5 RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:46:12 2023 3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:46:31 2023 5 RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:46:39 2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:47:06 2023 5 RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:47:08 2023 3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:47:09 2023 5 RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:54:25 2023 3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:55:55 2023 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:58:24 2023 6 TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 13:58:59 2023 5 RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jun 10 14:30:30 2023 3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 20 525.00 MHz -1.80 dBmV 40.37 dB 1558 688
2 Locked 256QAM 13 477.00 MHz -2.00 dBmV 40.37 dB 1718 1529
3 Locked 256QAM 14 483.00 MHz -2.00 dBmV 40.37 dB 1284 491
4 Locked 256QAM 15 489.00 MHz -1.90 dBmV 40.37 dB 1777 1277
5 Locked 256QAM 16 495.00 MHz -1.90 dBmV 40.37 dB 1382 495
6 Locked 256QAM 17 507.00 MHz -1.90 dBmV 40.95 dB 1121 1456
7 Locked 256QAM 18 513.00 MHz -1.70 dBmV 40.95 dB 1321 1466
8 Locked 256QAM 19 519.00 MHz -1.80 dBmV 40.95 dB 1072 455
9 Locked 256QAM 21 531.00 MHz -1.80 dBmV 40.95 dB 1602 1685
10 Locked 256QAM 22 537.00 MHz -2.00 dBmV 40.95 dB 1514 1404
11 Locked 256QAM 23 543.00 MHz -2.10 dBmV 40.37 dB 1273 481
12 Locked 256QAM 24 549.00 MHz -2.10 dBmV 40.37 dB 1075 1321
13 Locked 256QAM 25 555.00 MHz -2.30 dBmV 40.95 dB 1311 488
14 Locked 256QAM 26 561.00 MHz -2.40 dBmV 40.37 dB 1372 1054
15 Locked 256QAM 27 567.00 MHz -2.60 dBmV 40.95 dB 1647 2411
16 Locked 256QAM 28 573.00 MHz -2.80 dBmV 40.95 dB 934 1548
17 Locked 256QAM 29 579.00 MHz -2.90 dBmV 40.37 dB 1657 1537
18 Locked 256QAM 30 585.00 MHz -3.20 dBmV 40.37 dB 1050 1388
19 Locked 256QAM 31 591.00 MHz -3.20 dBmV 40.95 dB 1541 2553
20 Locked 256QAM 32 597.00 MHz -3.40 dBmV 40.37 dB 1039 1257
21 Locked 256QAM 33 603.00 MHz -3.40 dBmV 40.95 dB 1259 1296
22 Locked 256QAM 34 609.00 MHz -3.80 dBmV 40.95 dB 1500 1609
23 Locked 256QAM 35 615.00 MHz -4.00 dBmV 40.95 dB 1464 1388
24 Locked 256QAM 36 621.00 MHz -4.10 dBmV 40.95 dB 1297 2353
25 Locked 256QAM 37 627.00 MHz -4.20 dBmV 39.90 dB 967 2044
26 Locked 256QAM 38 633.00 MHz -4.30 dBmV 39.90 dB 1218 1037
27 Locked 256QAM 39 639.00 MHz -4.50 dBmV 39.90 dB 1162 2040
28 Locked 256QAM 40 645.00 MHz -4.60 dBmV 39.90 dB 1708 1874
29 Locked 256QAM 41 651.00 MHz -4.70 dBmV 39.90 dB 1246 1368
30 Locked 256QAM 42 657.00 MHz -4.80 dBmV 39.90 dB 1791 1665
31 Locked 256QAM 43 663.00 MHz -4.90 dBmV 39.90 dB 1492 1846
32 Locked 256QAM 44 669.00 MHz -5.10 dBmV 39.90 dB 1782 3516
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 kSym/s 35.60 MHz 45.75 dBmV
2 Locked ATDMA 5 2560 kSym/s 40.40 MHz 48.75 dBmV
3 Locked ATDMA 4 5120 kSym/s 16.40 MHz 46.50 dBmV
4 Locked ATDMA 3 5120 kSym/s 22.80 MHz 46.25 dBmV
5 Locked ATDMA 2 5120 kSym/s 29.20 MHz 46.25 dBmV

Question

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Updated 

2 years ago

 • Edited

336

1

0

CCShan

Official Employee

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443 Messages

2 years ago

@

user_972388  Thank you for reaching out. I work from home myself so I definitely understand the importance of having a reliable connection. It sounds like you've already been through troubleshooting as well?    Let's go ahead and take a look at the account. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window. Please include your full name and service address. 
Press Enter to send it
See https://comca.st/3KQF8q9 for an example.  Please provide your full name and service address in the Direct Message. 

 

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