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Friday, June 14th, 2024 3:18 AM

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No Ranging Response received - T3 time-out every day at the same times

Hi,

I am ready to rip my hair out dealing with troubleshooting this issue.

I see T3 time-outs every single day at very specific times (5PM EST, 8:45PM EST, etc.), which causes a loss of connection and a reboot of the modem. Once the restart (which can be quick or take tens of minutes) has completed and I am reconnected, the connection is stable until the next downtime window. Originally I thought it was some automated setting I had enabled to reboot the modem everyday since it was so on point each day but found no setting anywhere.

Below are the following messages (order of receival bottom to top) in the event log after the modem comes back online:

Resetting the cable modem due to docsDevResetNow

No Ranging Response received - T3 time-out;CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.1;

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[removed];CMTS-MAC=[removed];CM-QOS=1.1;CM-VER=3.1;

I have looked everywhere for a fix to this and keep coming back to the forums with no fixes in sight. I don't have any splitters that I can see attached to the line I'm using, all of the cabling looks intact and in good condition, and the apartment is using RG6 coax cables. Also tried reaching out to support but the reps don't offer anything other than the basic troubleshooting steps even when I supply them with the higher level error information. Is there a place I can reach reps or techs that may have some more knowledge on issues like this?

I have a Netgear C7800 cable modem/router combo with the following connection details ():

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 453000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD IPv6 only
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 4 453000000 Hz -0.1 dBmV 42.2 dB 391756681 0 0
2 Locked QAM256 1 435000000 Hz -0.2 dBmV 42.3 dB 390966357 0 0
3 Locked QAM256 2 441000000 Hz -0.3 dBmV 42.3 dB 390969703 0 0
4 Locked QAM256 3 447000000 Hz -0.3 dBmV 42.2 dB 390958162 0 0
5 Locked QAM256 5 459000000 Hz -0.2 dBmV 42.1 dB 390975590 0 0
6 Locked QAM256 6 465000000 Hz -0.2 dBmV 42.2 dB 390979891 0 0
7 Locked QAM256 7 471000000 Hz 0.0 dBmV 42.2 dB 390983552 0 0
8 Locked QAM256 8 477000000 Hz 0.1 dBmV 42.1 dB 390987506 0 0
9 Locked QAM256 9 483000000 Hz 0.1 dBmV 42.2 dB 390990355 0 0
10 Locked QAM256 10 489000000 Hz 0.0 dBmV 42.1 dB 390994952 0 0
11 Locked QAM256 11 495000000 Hz 0.3 dBmV 42.2 dB 390998476 0 0
12 Locked QAM256 12 501000000 Hz 0.3 dBmV 42.2 dB 391002123 0 0
13 Locked QAM256 13 507000000 Hz 0.1 dBmV 42.1 dB 391005494 0 0
14 Locked QAM256 14 513000000 Hz 0.2 dBmV 42.1 dB 391009786 0 0
15 Locked QAM256 15 519000000 Hz 0.2 dBmV 42.1 dB 391013280 0 0
16 Locked QAM256 16 525000000 Hz 0.0 dBmV 42.0 dB 391016945 0 0
17 Locked QAM256 17 531000000 Hz -0.1 dBmV 41.9 dB 391020460 0 0
18 Locked QAM256 18 537000000 Hz 0.0 dBmV 41.9 dB 391024326 0 0
19 Locked QAM256 19 543000000 Hz -0.2 dBmV 41.9 dB 391028332 0 0
20 Locked QAM256 20 549000000 Hz -0.5 dBmV 41.7 dB 391031866 0 0
21 Locked QAM256 21 555000000 Hz -0.5 dBmV 41.8 dB 391035499 0 0
22 Locked QAM256 22 561000000 Hz 0.0 dBmV 41.8 dB 391039418 0 0
23 Locked QAM256 23 567000000 Hz -0.1 dBmV 41.9 dB 391042728 0 0
24 Locked QAM256 24 573000000 Hz -0.1 dBmV 41.9 dB 391046818 0 0
25 Locked QAM256 25 579000000 Hz 0.0 dBmV 41.9 dB 391050541 0 0
26 Locked QAM256 26 585000000 Hz 0.1 dBmV 41.7 dB 391054519 0 0
27 Locked QAM256 27 591000000 Hz 0.2 dBmV 41.8 dB 391058114 0 0
28 Locked QAM256 28 597000000 Hz 0.3 dBmV 41.6 dB 391061868 0 0
29 Locked QAM256 29 603000000 Hz 0.5 dBmV 41.8 dB 391065639 0 0
30 Locked QAM256 30 609000000 Hz 0.2 dBmV 41.5 dB 391069450 0 0
31 Locked QAM256 31 615000000 Hz 0.2 dBmV 41.6 dB 391085789 0 0
32 Locked QAM256 32 621000000 Hz 0.2 dBmV 41.7 dB 391074211 0 0
Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 16400000 Hz 45.3 dBmV
2 Locked ATDMA 2 22800000 Hz 44.5 dBmV
3 Locked ATDMA 3 29200000 Hz 43.8 dBmV
4 Locked ATDMA 4 35600000 Hz 43.5 dBmV
5 Locked ATDMA 5 40400000 Hz 42.8 dBmV
6 Locked ATDMA 6 10400000 Hz 46.5 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV
Downstream OFDM Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 1, 2, 3 193 702000000 Hz -0.5 dBmV 39.8 dB 1108 ~ 2987 40843020 36847916 0
2 Not Locked 0 0 0 Hz -1.7 dBmV 0.0 dB 0 ~ 4095 0 0 0
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV
Current System Time: Thu, Jun 13, 2024 20:03:40
System Up Time: 02:24:12

Question

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Updated 

10 months ago

147

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XfinityShawn

Official Employee

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1.4K Messages

11 months ago

@Wc_788  This isn't the experience we want any customer to have, and my team can help. I appreciate you trying to troubleshoot to get this resolved. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

(edited)

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