U

Visitor

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5 Messages

Thursday, November 17th, 2022 5:23 AM

Closed

No Ranging Response received - T3 time-out and disconnects

Xfinity has recently been in my area for a schedule maintenance upgrade. After it was completed, my internet now drops randomly roughly every 30mins. This is a huge problem with work from home. I checked my modem log and it has the following (grabbed the most recent entries):

Wed Nov 16 23:56:34 2022    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 00:07:22 2022    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 00:07:46 2022    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Thu Nov 17 00:08:09 2022    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 

My modem/route combo is a Motorola  information is as follows:

 Cable Specification Version DOCSIS 3.0
  
   Hardware Version V1.0
  
   Software Version 7700-5.7.1.21
  
   Cable Modem MAC Address
  
   Cable Modem Serial Number 1990-MG7700-30-1623
  

Below are the upstream/downstream information:

 Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 4 417.0 -2.2 41.9 0 0
2 Locked QAM256 1 399.0 -1.1 42.6 0 0
3 Locked QAM256 2 405.0 0.6 43.0 0 0
4 Locked QAM256 3 411.0 0.4 43.3 0 0
5 Locked QAM256 5 423.0 -2.3 41.8 0 0
6 Locked QAM256 6 429.0 0.5 44.9 0 0
7 Locked QAM256 7 435.0 -3.6 40.5 0 0
8 Locked QAM256 8 441.0 -1.5 43.1 0 0
9 Locked QAM256 9 453.0 1.4 45.7 0 0
10 Locked QAM256 10 459.0 -1.9 42.5 0 0
11 Locked QAM256 11 465.0 -0.6 43.6 0 0
12 Locked QAM256 12 471.0 2.6 44.8 0 0
13 Locked QAM256 13 477.0 1.1 43.8 0 0
14 Locked QAM256 14 483.0 0.7 44.0 0 0
15 Locked QAM256 15 489.0 -0.8 42.7 0 0
16 Locked QAM256 16 495.0 2.7 45.7 0 0
17 Locked QAM256 17 501.0 2.0 46.6 0 0
18 Locked QAM256 18 507.0 2.1 46.6 0 0
19 Locked QAM256 19 513.0 1.3 46.0 0 0
20 Locked QAM256 20 519.0 2.5 46.6 0 0
21 Locked QAM256 21 525.0 1.3 46.0 0 0
22 Locked QAM256 22 531.0 -1.5 44.6 0 0
23 Locked QAM256 23 537.0 2.3 46.2 0 0
24 Locked QAM256 24 543.0 1.5 45.7 0 0
Total             0 0

Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Not Locked Unknown 0 0 0 0.0
2 Locked ATDMA 2 5120 29.2 54.0
3 Locked ATDMA 3 5120 22.8 53.7
4 Not Locked Unknown 0 0 0 0.0
5 Locked ATDMA 5 1280 39.6 49.3
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0

Again, my connection has been stable the last 2 years until this maintenance has occurred. Any advice would be appreciated.

Expert

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110K Messages

2 years ago

The upstream power is too high / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

Visitor

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5 Messages

2 years ago

Thank you EG! I Was hoping you would find my post! I have not changed any connection settings from where my system has been over the last 2 years. Xfinity said they did "advanced repair" taking two hours this morning (the work was digital) and I am still seeing the T3 Timeouts. Would that still indicate that having a tech come out be the best solution?

Expert

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110K Messages

2 years ago

The power levels can't be adjusted or fixed digitally or remotely. It takes a *boots on the ground* physical intervention. That said. If there is nothing that can be done to improve the connection quality, then you'll need a tech visit as stated. 


Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.

(edited)

Visitor

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5 Messages

2 years ago

As a follow up, a tech came and removed an old Direct TV splitter he found in our line. He also replaced the line from the box to the house and our power levels now look really good. However I am now dropping signal with a new error: MDD message timeout. I Will be opening another ticket regarding this, unless I can ask about that in this thread as well?

Thanks

Official Employee

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232 Messages

Hello there. Thank you so much for reaching out to us about your internet issues. We would be happy to look into the signal levels on our end. 

Could you please send our team a direct message with your full name and full address?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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
Press Enter to send it

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We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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5 Messages

Thank you for the response, I have sent the direct message.

Visitor

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5 Messages

2 years ago

New Values posted below

Sat Nov 19 06:56:31 2022    Warning (5)   MDD message timeout;CM;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 

 Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 4 417.0 9.3 44.1 7 0
2 Locked QAM256 1 399.0 9.0 43.2 0 0
3 Locked QAM256 2 405.0 9.6 43.7 8 0
4 Locked QAM256 3 411.0 9.4 43.9 7 0
5 Locked QAM256 5 423.0 8.3 43.0 2 0
6 Locked QAM256 6 429.0 8.3 43.2 0 0
7 Locked QAM256 7 435.0 7.6 42.5 0 0
8 Locked QAM256 8 441.0 8.6 43.8 1 0
9 Locked QAM256 9 453.0 9.6 44.8 0 0
10 Locked QAM256 10 459.0 9.7 44.6 0 0
11 Locked QAM256 11 465.0 10.6 45.2 0 0
12 Locked QAM256 12 471.0 10.7 45.1 5 0
13 Locked QAM256 13 477.0 10.8 45.1 0 0
14 Locked QAM256 14 483.0 11.0 45.4 0 0
15 Locked QAM256 15 489.0 10.6 44.7 0 0
16 Locked QAM256 16 495.0 10.1 44.1 0 0
17 Locked QAM256 17 501.0 11.5 46.4 1585 4812
18 Locked QAM256 18 507.0 11.9 46.3 1500 4630
19 Locked QAM256 19 513.0 11.3 46.3 1483 4807
20 Locked QAM256 20 519.0 10.8 46.2 1439 5160
21 Locked QAM256 21 525.0 10.1 45.5 1475 5609
22 Locked QAM256 22 531.0 10.4 45.8 1567 5735
23 Locked QAM256 23 537.0 10.7 45.8 1493 5096
24 Locked QAM256 24 543.0 11.2 45.7 1470 5215
Total             12042 41064

Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 4 5120 16.4 46.1
2 Locked ATDMA 2 5120 29.2 44.9
3 Locked ATDMA 3 5120 22.8 45.2
4 Locked ATDMA 1 5120 35.6 44.7
5 Locked ATDMA 5 1280 39.6 38.1
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0
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