Network connection randomly disconnected; critical messages shown up in the Event Log

I have just recently experienced this problem after more than 5 years of service.

My neighborhood has recently experienced an unexpected outage on 3/8/2023, lasted about 8 hours; since then my network keeps randomly disconnected and I have to remove the cable from the modem, and recycle the power to have the network connection back.

At first I thought I could have a modem that gone bad; so I bought a new Motorola MB8600 modem from Best Buy store and activated it; it makes the issue a little bit better because the modem now can recover by itself the network connection after the interruption in a few minutes, without removing the cable from the modem and recycling power intervention; but this problem is still very annoying for me because working from home and if in middle of Teams/Zoom calls.

Following is the few log messages shown up in the Event Log; in addition, there are a lot of Corrected/Uncorrected counts in the Downstream bonded channels. Only one upstream bonded channel; MAC addresses are masked.

18:08:48
Thu Apr 6 2023 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;
18:20:20
Thu Apr 6 2023 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;
18:20:21
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
18:31:51
Thu Apr 6 2023 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;
18:31:53
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
18:43:24
Thu Apr 6 2023 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;
18:43:24
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
18:54:53
Thu Apr 6 2023 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;
18:54:55
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19:06:13
Thu Apr 6 2023 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;
19:06:27
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19:17:57
Thu Apr 6 2023 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;
19:17:58
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19:29:21
Thu Apr 6 2023 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;
19:29:30
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19:40:59
Thu Apr 6 2023 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;
19:41:01
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
19:52:25
Thu Apr 6 2023 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;
19:52:33
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
20:03:41
Thu Apr 6 2023 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;
20:04:04
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
20:15:27
Thu Apr 6 2023 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;
20:15:35
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
20:27:06
Thu Apr 6 2023 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;
20:27:07
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
20:38:37
Thu Apr 6 2023 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;
20:38:38
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
20:50:07
Thu Apr 6 2023 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;
20:50:10
Thu Apr 6 2023 Warning (5) TCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
20:50:36
Thu Apr 6 2023 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	4	435.0	10.2	44.8	622	826
2	Locked	QAM256	1	417.0	10.2	44.9	655	809
3	Locked	QAM256	2	423.0	10.2	44.8	628	826
4	Locked	QAM256	3	429.0	10.2	44.7	665	840
5	Locked	QAM256	5	441.0	10.2	44.8	715	806
6	Locked	QAM256	6	447.0	10.2	44.7	594	861
7	Locked	QAM256	7	453.0	10.2	44.8	591	804
8	Locked	QAM256	8	459.0	10.3	44.8	534	912
9	Locked	QAM256	9	465.0	10.3	44.8	576	910
10	Locked	QAM256	10	471.0	10.4	44.9	478	903
11	Locked	QAM256	11	477.0	10.4	44.8	649	937
12	Locked	QAM256	12	483.0	10.3	44.8	477	897
13	Locked	QAM256	13	489.0	10.4	44.8	586	958
14	Locked	QAM256	14	495.0	10.4	44.6	561	914
15	Locked	QAM256	15	507.0	10.4	44.8	477	983
16	Locked	QAM256	16	513.0	10.4	44.9	429	945
17	Locked	QAM256	17	519.0	10.4	44.9	460	937
18	Locked	QAM256	18	525.0	10.4	44.9	522	949
19	Locked	QAM256	19	531.0	10.4	45.0	468	874
20	Locked	QAM256	20	543.0	10.4	44.9	453	864
21	Locked	QAM256	21	549.0	10.3	44.8	420	863
22	Locked	QAM256	22	555.0	10.3	44.9	343	861
23	Locked	QAM256	23	561.0	10.4	44.9	360	859
24	Locked	QAM256	24	567.0	10.5	44.6	294	798
25	Locked	QAM256	25	573.0	10.5	44.8	320	799
26	Locked	QAM256	26	579.0	10.5	44.7	232	779
27	Locked	QAM256	27	585.0	10.6	44.9	237	757
28	Locked	QAM256	28	591.0	10.5	44.9	229	651
29	Locked	QAM256	29	597.0	10.4	44.7	201	673
30	Locked	QAM256	30	603.0	10.5	44.5	224	588
31	Locked	QAM256	31	609.0	10.4	44.6	206	574
32	Locked	QAM256	32	615.0	10.4	44.7	158	559
33	Locked	OFDM PLC	193	850.0	8.8	43.2	92813654	0

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	20	5120	35.6	59.3

Responses

Accepted Solution

BruceW

Gold Problem Solver

•

26.3K Messages

2 years ago

... network keeps randomly disconnected ... Motorola MB8600 ... Only one upstream bonded channel ...

Downstream and upstream power levels are both out of spec (too high) and you should have at least 3 upstream channels locked.

Suggest you have a Comcast premise tech identify the cause of these problems and correct them. If an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

user_3f21c2

Visitor

•

3 Messages

Thank you very much @BruceW.

Time to call Comcast to schedule an appointment to check this problem out.

For more info, I rebooted the modem last night and now have 6 Upstream bonded channels now.

Quick following up question, what are the normal downstream/upstream power levels? Thanks again.

These are my current connection stats:

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	4	435.0	9.9	44.7	141	209
2	Locked	QAM256	1	417.0	10.1	44.9	120	261
3	Locked	QAM256	2	423.0	10.0	44.8	100	262
4	Locked	QAM256	3	429.0	10.0	44.7	103	277
5	Locked	QAM256	5	441.0	9.9	44.7	90	306
6	Locked	QAM256	6	447.0	9.9	44.7	95	277
7	Locked	QAM256	7	453.0	9.9	44.7	113	246
8	Locked	QAM256	8	459.0	9.9	44.8	124	271
9	Locked	QAM256	9	465.0	9.9	44.6	72	266
10	Locked	QAM256	10	471.0	9.9	44.7	147	231
11	Locked	QAM256	11	477.0	9.9	44.7	98	310
12	Locked	QAM256	12	483.0	9.9	44.5	63	285
13	Locked	QAM256	13	489.0	9.9	44.6	73	259
14	Locked	QAM256	14	495.0	9.9	44.4	99	304
15	Locked	QAM256	15	507.0	9.9	44.6	67	280
16	Locked	QAM256	16	513.0	9.8	44.8	83	289
17	Locked	QAM256	17	519.0	9.8	44.7	84	260
18	Locked	QAM256	18	525.0	9.8	44.7	63	279
19	Locked	QAM256	19	531.0	9.8	44.8	61	264
20	Locked	QAM256	20	543.0	9.7	44.7	78	280
21	Locked	QAM256	21	549.0	9.6	44.6	75	273
22	Locked	QAM256	22	555.0	9.6	44.6	80	287
23	Locked	QAM256	23	561.0	9.7	44.5	100	249
24	Locked	QAM256	24	567.0	9.8	44.5	92	233
25	Locked	QAM256	25	573.0	9.8	44.7	50	248
26	Locked	QAM256	26	579.0	9.8	44.6	58	254
27	Locked	QAM256	27	585.0	9.9	44.7	73	238
28	Locked	QAM256	28	591.0	9.8	44.5	87	242
29	Locked	QAM256	29	597.0	9.8	44.5	64	210
30	Locked	QAM256	30	603.0	9.8	44.5	65	207
31	Locked	QAM256	31	609.0	9.8	44.4	40	199
32	Locked	QAM256	32	615.0	9.8	44.4	45	183
33	Locked	OFDM PLC	193	850.0	8.1	43.1	22403365

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	17	5120	16.4	51.5
2	Locked	SC-QAM	18	5120	22.8	51.8
3	Locked	SC-QAM	19	5120	29.2	52.8
4	Locked	SC-QAM	20	5120	35.6	52.0
5	Locked	SC-QAM	21	2560	40.4	54.5
6	Locked	SC-QAM	22	2560	10.4	50.5

(edited)

2 years ago

Accepted Solution

BruceW

Gold Problem Solver

•

26.3K Messages

2 years ago

... what are the normal downstream/upstream power levels? ...

Please see Internet Troubleshooting Tips. The power levels in both directions are still too high. Chances are you'll lose connection again.

And again please note:

When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_3f21c2

Visitor

•

3 Messages

2 years ago

Just additional follow-up info and I've considered this issue closed for now. I have not scheduled an appt for a technician to come up yet; will do that when this issue popped up again. So far, i have not got any network disconnected in the last two days. The power stats are still high though.

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	4	435.0	9.9	44.7	105	244
2	Locked	QAM256	1	417.0	10.1	44.9	134	234
3	Locked	QAM256	2	423.0	10.0	44.8	96	192
4	Locked	QAM256	3	429.0	9.9	44.7	88	164
5	Locked	QAM256	5	441.0	9.8	44.7	87	205
6	Locked	QAM256	6	447.0	9.9	44.7	98	232
7	Locked	QAM256	7	453.0	9.9	44.7	93	192
8	Locked	QAM256	8	459.0	9.9	44.7	80	198
9	Locked	QAM256	9	465.0	9.9	44.7	84	230
10	Locked	QAM256	10	471.0	9.9	44.6	81	209
11	Locked	QAM256	11	477.0	9.9	44.7	91	182
12	Locked	QAM256	12	483.0	9.9	44.6	101	221
13	Locked	QAM256	13	489.0	9.9	44.7	88	206
14	Locked	QAM256	14	495.0	9.9	44.4	76	221
15	Locked	QAM256	15	507.0	9.8	44.6	104	236
16	Locked	QAM256	16	513.0	9.8	44.7	85	188
17	Locked	QAM256	17	519.0	9.8	44.7	105	166
18	Locked	QAM256	18	525.0	9.8	44.7	73	218
19	Locked	QAM256	19	531.0	9.7	44.7	122	227
20	Locked	QAM256	20	543.0	9.6	44.6	95	224
21	Locked	QAM256	21	549.0	9.6	44.5	84	214
22	Locked	QAM256	22	555.0	9.6	44.6	74	198
23	Locked	QAM256	23	561.0	9.7	44.5	88	156
24	Locked	QAM256	24	567.0	9.8	44.4	76	190
25	Locked	QAM256	25	573.0	9.8	44.6	79	171
26	Locked	QAM256	26	579.0	9.8	44.5	90	164
27	Locked	QAM256	27	585.0	9.9	44.4	99	172
28	Locked	QAM256	28	591.0	9.8	44.5	72	125
29	Locked	QAM256	29	597.0	9.7	44.4	54	148
30	Locked	QAM256	30	603.0	9.8	44.4	51	116
31	Locked	QAM256	31	609.0	9.7	44.5	43	98
32	Locked	QAM256	32	615.0	9.7	44.4	52	125
33	Locked	OFDM PLC	193	850.0	8.5	43.1	33546439	0

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	17	5120	16.4	50.3
2	Locked	SC-QAM	18	5120	22.8	50.8
3	Locked	SC-QAM	19	5120	29.2	51.5
4	Locked	SC-QAM	20	5120	35.6	52.3
5	Locked	SC-QAM	21	2560	40.4	53.0
6	Locked	SC-QAM	22	2560	10.4	49.8

Your Home Network

user_3f21c2

Network connection randomly disconnected; critical messages shown up in the Event Log

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_3f21c2

BruceW

When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_3f21c2

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