S

Contributor

 • 

17 Messages

Fri, Sep 24, 2021 7:56 PM

My MB8611 Frequently Restarts, Takes Forever to Startup // High Number of Corrected Errors on OFDM PLC Downstream Channel // T3 Timeouts

I recently upgraded to 1.2gb internet with a Motorola MB8611, however I'm having frequent connection/restart issues.

Event Log  
  
    Time    Priority    Description 
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Warning (5)   B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    14:44:49
Fri Sep 24 2021
  Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx=1.1;CM-VER=3.1;
    14:44:50
Fri Sep 24 2021
  Critical (3)   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    14:46:00
Fri Sep 24 2021
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    14:46:01
Fri Sep 24 2021
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    14:50:58
Fri Sep 24 2021
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
 
Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 13 477.0 9.6 43.7 0 0
   2 Locked QAM256 10 459.0 9.2 42.5 0 0
   3 Locked QAM256 11 465.0 9.4 43.6 0 0
   4 Locked QAM256 12 471.0 9.6 43.9 0 0
   5 Locked QAM256 14 483.0 10.0 43.9 0 0
   6 Locked QAM256 15 489.0 9.7 43.6 0 0
   7 Locked QAM256 16 495.0 9.5 43.6 0 0
   8 Locked QAM256 17 519.0 9.8 43.9 0 0
   9 Locked QAM256 18 525.0 10.0 44.0 0 0
   10 Locked QAM256 19 531.0 9.6 43.8 0 0
   11 Locked QAM256 20 537.0 9.7 43.9 0 0
   12 Locked QAM256 21 543.0 9.8 43.9 0 0
   13 Locked QAM256 22 549.0 9.7 43.7 0 0
   14 Locked QAM256 23 555.0 9.9 43.7 0 0
   15 Locked QAM256 24 561.0 9.6 43.6 0 0
   16 Locked QAM256 25 567.0 9.5 43.7 0 0
   17 Locked QAM256 26 573.0 9.6 43.7 0 0
   18 Locked QAM256 27 579.0 9.8 43.6 0 0
   19 Locked QAM256 28 585.0 9.9 43.7 0 0
   20 Locked OFDM PLC 29 690.0 9.6 43.0 1757431 0
   21 Locked QAM256 30 591.0 9.8 43.5 0 0
   22 Locked QAM256 31 597.0 9.8 43.5 0 0
   23 Locked QAM256 32 603.0 9.8 43.6 0 0
   24 Locked QAM256 33 609.0 9.6 43.3 0 0
   25 Locked QAM256 34 615.0 9.8 43.3 2 0
   26 Locked QAM256 35 621.0 9.8 43.4 0 0
   27 Locked QAM256 36 627.0 9.7 43.4 0 0
   28 Locked QAM256 37 633.0 9.7 43.2 0 0
   29 Locked QAM256 38 639.0 9.7 43.0 0 0
   30 Locked QAM256 39 645.0 9.4 43.1 0 0
   31 Locked QAM256 40 651.0 9.3 42.9 0 0
   32 Locked QAM256 41 657.0 9.9 43.3 0 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Not Locked SC-QAM 1 5120 17.3 46.5
   2 Not Locked SC-QAM 2 5120 23.7 45.0
   3 Not Locked SC-QAM 3 5120 30.1 44.3
   4 Locked SC-QAM 4 5120 36.5 51.0

Accepted Solution

EG

Expert

 • 

89.9K Messages

1 m ago

The error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) /  an upstream channel-return path impairment somewhere.


There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

Accepted Solution

shaun_y

Contributor

 • 

17 Messages

1 m ago

Final update: Tech just finished. There was a noise filter on the outside line. Tech fixed the issue, my line is clean now, all upstream channels connect, speeds are good, connection is stable, nothing at all in the event log. Perfect.


If you're having this same issue, make a forum post, DM support, schedule a tech.


Thank you!

(edited)

shaun_y

Contributor

 • 

17 Messages

1 m ago

Further information: No splitters, no routers. Issue persisted with both a 50ft coaxial cable and with the ~10ft cable sent by Xfinity. After power cycling the modem multiple times, eventually it will connect, although it takes 10-20 minutes to do so. After a couple hours, the T3 disconnects begin again.

shaun_y

Contributor

 • 

17 Messages

1 m ago

A few minutes after making this post, modem restarted again. However, this restart was very quick for the first time ever, less than a minute. Hoping there's been some improvement..

shaun_y

Contributor

 • 

17 Messages

1 m ago

Update later in the day: a few more random restarts, with long delays. Still can't get more than one upstream channel to lock.

Connection
   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 477000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 00h:30m:53s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 13 477.0 9.8 43.7 2 0
   2 Locked QAM256 1 393.0 8.9 43.5 0 0
   3 Locked QAM256 2 399.0 8.9 43.6 0 0
   4 Locked QAM256 3 405.0 8.7 43.4 0 0
   5 Locked QAM256 4 411.0 9.0 43.5 0 0
   6 Locked QAM256 5 429.0 9.2 43.5 0 0
   7 Locked QAM256 6 435.0 9.1 43.6 0 0
   8 Locked QAM256 7 441.0 9.1 43.6 0 0
   9 Locked QAM256 8 447.0 9.4 43.5 0 0
   10 Locked QAM256 9 453.0 9.5 43.6 0 0
   11 Locked QAM256 10 459.0 9.4 42.6 0 0
   12 Locked QAM256 11 465.0 9.6 43.6 0 0
   13 Locked QAM256 12 471.0 9.9 43.9 0 0
   14 Locked QAM256 14 483.0 10.2 44.0 1 0
   15 Locked QAM256 15 489.0 10.0 43.7 0 0
   16 Locked QAM256 16 495.0 9.8 43.6 1 0
   17 Locked QAM256 17 519.0 10.1 43.9 1 0
   18 Locked QAM256 18 525.0 10.2 44.0 2 0
   19 Locked QAM256 19 531.0 9.9 44.0 1 0
   20 Locked QAM256 20 537.0 10.0 43.9 1 0
   21 Locked QAM256 21 543.0 10.0 43.9 0 0
   22 Locked QAM256 22 549.0 9.9 43.7 1 0
   23 Locked QAM256 23 555.0 10.1 43.8 2 0
   24 Locked QAM256 24 561.0 9.8 43.9 1 0
   25 Locked QAM256 25 567.0 9.8 43.7 3 0
   26 Locked QAM256 26 573.0 9.8 43.7 0 0
   27 Locked QAM256 27 579.0 10.0 43.8 1 0
   28 Locked QAM256 28 585.0 10.1 43.7 2 0
   29 Locked OFDM PLC 29 690.0 9.7 42.8 2050691 0
   30 Locked QAM256 30 591.0 10.0 43.6 0 0
   31 Locked QAM256 31 597.0 10.0 43.7 1 0
   32 Locked QAM256 32 603.0 10.0 43.6 0 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Not Locked SC-QAM 1 5120 17.3 41.3
   2 Not Locked SC-QAM 2 5120 23.7 42.8
   3 Not Locked SC-QAM 3 5120 30.1 42.8
   4 Locked SC-QAM 4 5120 36.5 50.8

Event Log
   Event Log  
  
    Time    Priority    Description 
    Time Not Established   Warning (5)   B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Warning (5)   B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    19:14:39
Fri Sep 24 2021
  Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:15:01
Fri Sep 24 2021
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:15:01
Fri Sep 24 2021
  Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:15:03
Fri Sep 24 2021
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:15:03
Fri Sep 24 2021
  Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:15:04
Fri Sep 24 2021
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:15:04
Fri Sep 24 2021
  Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:15:49
Fri Sep 24 2021
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:15:56
Fri Sep 24 2021
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:20:13
Fri Sep 24 2021
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:20:13
Fri Sep 24 2021
  Critical (3)   Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:20:13
Fri Sep 24 2021
  Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:21:11
Fri Sep 24 2021
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:21:11
Fri Sep 24 2021
  Critical (3)   Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:21:11
Fri Sep 24 2021
  Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:21:32
Fri Sep 24 2021
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:21:32
Fri Sep 24 2021
  Critical (3)   Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:21:32
Fri Sep 24 2021
  Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:25:51
Fri Sep 24 2021
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:25:51
Fri Sep 24 2021
  Critical (3)   Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:25:51
Fri Sep 24 2021
  Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:26:16
Fri Sep 24 2021
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:26:16
Fri Sep 24 2021
  Critical (3)   Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:26:16
Fri Sep 24 2021
  Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:26:27
Fri Sep 24 2021
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:26:27
Fri Sep 24 2021
  Critical (3)   Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:26:27
Fri Sep 24 2021
  Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    19:28:53
Fri Sep 24 2021
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
 



It may be noteworthy to mention that after a large multi-day power outage about a year ago, intermittent disconnections began to occur. However, that was on an older and slower connection/modem, and those disconnections usually lasted about half a minute. Prior to that large power outage, I had never had any connection issues here.

Perhaps my current issues are the same as the old ones, although now exacerbated by a more powerful connection.

Official Employee

 • 

189 Messages

Good morning, and thank you for taking the time to provide this information for us, so that we can see what's going on with your connection and work to get this resolved. 

 

Here's 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. 

 

Please provide your first and last name and full service address to help us locate your account. Then we'll be able to take a deeper look into your signals and see what we need to do next.

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
shaun_y

Contributor

 • 

17 Messages

1 m ago

Update: a tech is coming out tomorrow; will update with more information, to help anyone else with this issue. 

EG

Expert

 • 

89.9K Messages

@shaun_y

Please do. 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
Johnb51

Visitor

 • 

11 Messages

Yep, just had a tech out this morning and my issues was related to a filter installed at the service box.  Once removed all of my upload channels were locked and upload light on my modem was steady lit, was blinking for a week due to an outage last week.  The tech told me that for some reason its possible that if a filter is in place and there is an outage, the modem may not lock on that frequency any more.  Hopefully I won't be getting any internet issues now. 

shaun_y

Contributor

 • 

17 Messages

Same here! A filter on the outside line, a power outage, and not locking onto upstream frequencies. All good now though!

EG

Expert

 • 

89.9K Messages

Glad you got it straightened out ! Happy surfing ! Now closing your solved topic.

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

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