random discconnects, wondering of modem is at fault, need help

Getting random disconnects when I use internet, anywhere from 5 to 20 times a day. I replaced my router and the problems continue.

I have a Motorola MB8611 modem, Hardware Version V1.0, Software Version 8611-19.2.18. I'm at my wits end, I don't know if I need to replace my modem or what. I'm hoping someone can help me if I post an event log from my modem.

15:37:55 Thu Nov 9 2023		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	15:43:50 Thu Nov 9 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	15:43:52 Thu Nov 9 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	15:46:47 Thu Nov 9 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	15:46:51 Thu Nov 9 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	15:49:41 Thu Nov 9 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	15:49:43 Thu Nov 9 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	15:52:41 Thu Nov 9 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	16:24:41 Thu Nov 9 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	16:59:30 Thu Nov 9 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	16:59:33 Thu Nov 9 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	17:11:10 Thu Nov 9 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	17:57:43 Thu Nov 9 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	12:10:03 Mon Nov 13 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	12:18:35 Mon Nov 13 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	13:05:00 Mon Nov 13 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	13:05:04 Mon Nov 13 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	13:13:48 Mon Nov 13 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	14:03:09 Mon Nov 13 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	16:20:39 Mon Nov 13 2023		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	16:20:39 Mon Nov 13 2023		Critical (3)		Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	16:20:39 Mon Nov 13 2023		Critical (3)		16 consecutive T3 timeouts while trying to range on upstream channel 5;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];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=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];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=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];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=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];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=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Notice (6)		Honoring MDD; IP provisioning mode = IPv6
	02:57:27 Fri Nov 24 2023		Notice (6)		DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

Responses

EG

Expert

•

110.4K Messages

1 year 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.

(edited)

0

W

Wookiestick

3 Messages

1 year ago

Basic Status and Settings

Internet Connection

Online	Connected
Number of Channels Connected
Downstream	32
Upstream	6

Cable Modem Addresses and Version

MAC Address
Software Version	8611-19.2.18

Startup Sequence

Startup Step	Status	Comment
Acquire Downstream Channel	507000000 Hz	Locked
Upstream Connection	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+

Connection Status

System Up Time	0 days 09h:57m:48s
Network Access	Allowed

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	13	507.0	2.7	42.1	0	0
2	Locked	QAM256	10	483.0	3.0	42.1	0	0
3	Locked	QAM256	11	489.0	2.7	42.0	0	0
4	Locked	QAM256	12	495.0	3.4	41.1	0	0
5	Locked	QAM256	14	513.0	3.3	42.2	0	0
6	Locked	QAM256	15	519.0	3.0	42.2	0	0
7	Locked	QAM256	16	525.0	2.6	42.1	0	0
8	Locked	QAM256	17	531.0	3.1	42.2	0	0
9	Locked	QAM256	18	537.0	2.7	42.1	0	0
10	Locked	QAM256	19	543.0	2.1	41.9	0	0
11	Locked	QAM256	20	549.0	3.1	42.3	0	0
12	Locked	QAM256	21	555.0	3.1	42.4	0	0
13	Locked	QAM256	22	561.0	2.3	42.1	0	0
14	Locked	QAM256	23	567.0	2.9	42.0	0	0
15	Locked	QAM256	24	573.0	3.0	42.2	0	0
16	Locked	QAM256	25	579.0	2.5	42.0	0	0
17	Locked	QAM256	26	585.0	3.2	42.3	0	0
18	Locked	QAM256	27	591.0	2.9	41.9	0	0
19	Locked	QAM256	28	597.0	2.1	41.8	0	0
20	Locked	QAM256	29	603.0	3.2	42.3	0	0
21	Locked	QAM256	30	609.0	3.0	42.4	0	0
22	Locked	QAM256	31	615.0	2.3	42.1	0	0
23	Locked	QAM256	32	621.0	2.9	42.1	0	0
24	Locked	QAM256	33	627.0	2.7	41.9	0	0
25	Locked	QAM256	34	633.0	2.2	42.1	0	0
26	Locked	QAM256	35	639.0	3.2	42.3	0	0
27	Locked	QAM256	36	645.0	3.0	42.2	0	0
28	Locked	QAM256	37	651.0	2.2	41.9	0	0
29	Locked	QAM256	38	657.0	3.0	42.2	0	0
30	Locked	QAM256	39	663.0	3.4	42.5	0	0
31	Locked	QAM256	40	669.0	2.6	42.3	0	0
32	Locked	OFDM PLC	41	690.0	3.5	42.0	834048238	0

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	1	2560	10.4	43.5
2	Locked	SC-QAM	2	5120	16.4	44.0
3	Locked	SC-QAM	3	5120	22.8	44.5
4	Locked	SC-QAM	4	5120	29.2	45.3
5	Locked	SC-QAM	9	5120	35.6	44.5
6	Locked	SC-QAM	11	1280	39.6	43.5

2

XfinityGabriel

Official Employee

•

2.2K Messages

Hi, @Wookiestick! Thanks for taking the time to visit our forums page for support. I know how important it is to have your internet services working correctly. I am sorry to learn about this experience. We can help. To get started, please send us a direct message with your first/last name and full address so I can ensure I pull up the correct account to take a look at what's going on. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

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

1 year ago

W

Wookiestick

3 Messages

@XfinityGabriel
I couldn't find your exact name, maybe an older one with an "s" at the end so I just posted a DM to XfinitySupport with my info

1 year ago

0

EG

Expert

•

110.4K Messages

1 year ago

The signal status values at that snapshot in time were good. but 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 values 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 (The Digital Care Team) who 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 those upstream receive signal stats.

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

0

Your Home Network

Wookiestick

random discconnects, wondering of modem is at fault, need help

EG

Wookiestick

XfinityGabriel

Wookiestick

EG

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