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ywarke
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8 Messages

Saturday, May 7th, 2022 7:44 PM

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No Ranging Response received - T3 time-out: Internet interruptions

Hi,


For last 3-4 months, I have been having intermittent interruptions in my Xfinity internet. It has become increasingly worse over last few weeks. I have now replaced my modem, my router (installed Mesh) and also replaced all my cables from wall to modem, modem to router. I have the Xfinity technician come twice and clean up some wiring inside and outside, he also installed a new wire line from the box on the street to my home. The problem still exists.

Here is the event log from the modem (I have deleted the sensitive values from the log below). 

If anyone can please let me know what I need to do, would be great.

   Time    Priority    Description 
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    10:12:30
Sat May 7 2022		   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    14:23:42
Sat May 7 2022		   Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
 

Question

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Updated 

3 years ago

606

2

0

EG

Expert

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110.2K Messages

3 years ago

Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

6

0

ywarke

Visitor

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8 Messages

@EG​ Apologies, but where do I find this information?

3 years ago

0

EG

Expert

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110.2K Messages

In the same general area where you found those error log entries. Possibly under something like "Connection" >>>> "Status".

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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3 years ago

0

ywarke

Visitor

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8 Messages

Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 495000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 00h:39m:31s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 5 495.0 6.1 40.4 0 0
   2 Locked QAM256 1 471.0 6.6 40.7 0 0
   3 Locked QAM256 2 477.0 6.5 40.7 0 0
   4 Locked QAM256 3 483.0 6.4 40.5 0 0
   5 Locked QAM256 4 489.0 6.3 40.4 0 0
   6 Locked QAM256 6 507.0 5.7 40.2 0 0
   7 Locked QAM256 7 513.0 5.4 40.0 0 0
   8 Locked QAM256 8 519.0 5.3 39.9 0 0
   9 Locked QAM256 9 525.0 5.1 40.0 0 0
   10 Locked QAM256 10 531.0 4.9 39.8 0 0
   11 Locked QAM256 11 537.0 4.8 39.6 0 0
   12 Locked QAM256 12 543.0 4.7 39.7 0 0
   13 Locked QAM256 13 555.0 4.3 39.5 0 0
   14 Locked QAM256 14 561.0 4.4 39.5 0 0
   15 Locked QAM256 15 567.0 4.2 39.3 0 0
   16 Locked QAM256 16 573.0 4.0 39.0 0 0
   17 Locked QAM256 17 579.0 3.8 39.1 0 0
   18 Locked QAM256 18 585.0 3.7 38.9 0 0
   19 Locked QAM256 19 591.0 3.8 39.1 0 0
   20 Locked OFDM PLC 33 690.0 2.2 37.4 66275827 0
   21 Locked QAM256 34 441.0 7.4 41.1 0 0
   22 Locked QAM256 35 453.0 7.0 40.9 0 0
   23 Locked QAM256 36 459.0 6.8 40.8 0 0
   24 Locked QAM256 37 465.0 6.7 40.9 0 0
   25 Locked QAM256 38 393.0 9.5 42.2 0 0
   26 Locked QAM256 39 399.0 9.2 42.2 0 0
   27 Locked QAM256 40 405.0 8.9 41.9 0 0
   28 Locked QAM256 41 411.0 8.6 41.9 0 0
   29 Locked QAM256 42 417.0 8.4 41.6 0 0
   30 Locked QAM256 43 423.0 8.2 41.6 0 0
   31 Locked QAM256 44 429.0 8.0 41.6 0 0
   32 Locked QAM256 45 435.0 7.7 41.5 0 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 5 5120 35.6 34.3
   2 Locked SC-QAM 6 5120 29.2 34.5
   3 Locked SC-QAM 7 5120 22.8 34.8
   4 Locked SC-QAM 8 5120 16.4 34.8
   5 Locked SC-QAM 10 1280 39.6 34.3

3 years ago

0

CCBrandon1

Problem Solver

 • 

770 Messages

Hello @ywarke. We appreciate your contribution to the Forums, and look forward to helping in finding a solution. While a few tech visits have not yet yielded the results you were hoping for, I will be happy to help to continue to work through this with you. @EG , has very valid points, and is always great help! Let's take a look at some additional information. @ywarke, please send me a Private Message at your leisure to get started. 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• 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

 

 

I no longer work for Comcast.

3 years ago

ywarke

Visitor

 • 

8 Messages

On this Xfinity Forums page, at the top right, I am seeing a "Direct Messaging" option. Is that what you mean by Peer to Peer Chat?

If not, please clarify some more. 

Appreciate it.

3 years ago

0

EG

Expert

 • 

110.2K Messages

3 years ago

O/k so even though the signal stats looked o/k at that snapshot in time, the error log entries confirm 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 (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

8

0

ywarke

Visitor

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8 Messages

@EG​ Thank you so much for your detailed response! Appreciate you taking the time.

3 years ago

EG

Expert

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110.2K Messages

My pleasure ! It's why I lurk ! 😊

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
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
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
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

3 years ago

0

ywarke

Visitor

 • 

8 Messages

Just received a call from Xfinity that they have identified the problem and fixed it (something to do with the signal). I am continuously monitoring it, so far it has been up for close to 20 hours with no interruptions. Hope it stays that way.

3 years ago

0

XfinityAlfonso

Official Employee

 • 

1.6K Messages

That's great news @ywarke! Glad that things are getting back on track! Please do keep us updated if anything changes, and we'll get to work for you right away. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

ywarke

Visitor

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8 Messages

@XfinityAlfonso​ My only question is why did it take 4 months and me upgrading my internet speed from 300Mbps to a more expensive 1200Mbps package and 2 wasted technician visits to get this addressed?
Quite candidly, it did leave a very sour taste in my mouth, as it all seemed like a gimmick to get me to upgrade to a higher package (even when I don't need it) purely out of fear that it may be that my speed isn't adequate for the number of devices.

Comcast Xfinity needs to do something about this kind of behavior of keeping the customers hanging. Hope you can take this feedback to your customer services executive leadership.

3 years ago

0

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