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user_geez
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Tuesday, February 25th, 2025 9:53 PM

Recently upgraded modem/plan and now have frequent disconnects

I recently upgraded my internet plan to 2Gbps from 1Gbps and purchased a new Arris S34 cable modem to use the upgraded speed. Ever since, I get frequent disconnects which lasts about a minute or two. When I read the event logs on the cable modem, I see there's multiple T3 time-outs during the time of the disconnects. I have seen this same problem multiple times on here but for some reason, nobody really posts the resolution that fixes the problem.

I reached out to support two different times. The first time, there was some error with the provisioning which the agent took care of. That didn't fix the underlying issue though and the disconnects continued. After another day or two, I contacted support again. This time, the agent pushed some updates that she thought would fix the issue. That also did not fix the issues and the disconnects continued. I now have a tech coming Friday to take a look.

02/25/2025 15:00:07 Critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 14:49:07		 Critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED MAC]9;CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 14:09:07		 Critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 13:58:36		 Critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 13:15:49		 Critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 10:31:39		 Critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 10:31:33		 Notice DS profile config update. DS Chan ID: 194.;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC]0;CM-QOS=1.1;CM-VER=3.1;

02/25/2025 10:31:22		 Critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 10:31:16		 Notice DS profile config update. DS Chan ID: 194.;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 10:31:06		 Critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 10:31:00		 Notice DS profile config update. DS Chan ID: 194.;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 10:30:50		 Critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 10:30:44		 Notice DS profile config update. DS Chan ID: 193.;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 10:30:34		 Critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 10:30:28		 Notice DS profile config update. DS Chan ID: 193.;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 10:28:00		 Critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

02/25/2025 10:16:14		 Critical No Ranging Response received - T3 time-out;CM-MAC=[REMOVED MAC];CMTS-MAC=[REMOVED MAC];CM-QOS=1.1;CM-VER=3.1;

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
28 Locked 256QAM 543000000 Hz 7.7 dBmV 40.9 dB 0 0
20 Locked 256QAM 495000000 Hz 8.4 dBmV 43.4 dB 0 0
36 Locked 256QAM 591000000 Hz 6.3 dBmV 40.9 dB 0 0
44 Locked 256QAM 639000000 Hz 7.6 dBmV 40.9 dB 1 0
13 Locked 256QAM 453000000 Hz 8.0 dBmV 43.4 dB 0 0
14 Locked 256QAM 459000000 Hz 7.8 dBmV 40.4 dB 0 0
15 Locked 256QAM 465000000 Hz 7.6 dBmV 40.9 dB 0 0
16 Locked 256QAM 471000000 Hz 7.5 dBmV 40.9 dB 0 0
17 Locked 256QAM 477000000 Hz 7.8 dBmV 40.9 dB 0 0
18 Locked 256QAM 483000000 Hz 8.3 dBmV 43.4 dB 0 0
19 Locked 256QAM 489000000 Hz 8.4 dBmV 40.9 dB 0 0
21 Locked 256QAM 501000000 Hz 8.8 dBmV 40.9 dB 0 0
22 Locked 256QAM 507000000 Hz 8.9 dBmV 43.4 dB 0 0
23 Locked 256QAM 513000000 Hz 8.8 dBmV 40.9 dB 0 0
24 Locked 256QAM 519000000 Hz 8.8 dBmV 43.4 dB 0 0
25 Locked 256QAM 525000000 Hz 8.5 dBmV 40.9 dB 0 0
26 Locked 256QAM 531000000 Hz 8.4 dBmV 43.4 dB 0 0
27 Locked 256QAM 537000000 Hz 8.0 dBmV 40.4 dB 0 0
29 Locked 256QAM 549000000 Hz 7.1 dBmV 40.9 dB 0 0
30 Locked 256QAM 555000000 Hz 7.1 dBmV 40.9 dB 0 0
31 Locked 256QAM 561000000 Hz 6.8 dBmV 40.9 dB 1 0
32 Locked 256QAM 567000000 Hz 6.4 dBmV 40.4 dB 0 0
33 Locked 256QAM 573000000 Hz 6.5 dBmV 40.9 dB 0 0
34 Locked 256QAM 579000000 Hz 6.3 dBmV 40.4 dB 0 0
35 Locked 256QAM 585000000 Hz 6.4 dBmV 40.4 dB 0 0
37 Locked 256QAM 597000000 Hz 6.0 dBmV 40.9 dB 0 0
38 Locked 256QAM 603000000 Hz 7.4 dBmV 40.4 dB 0 0
39 Locked 256QAM 609000000 Hz 7.0 dBmV 40.9 dB 0 0
40 Locked 256QAM 615000000 Hz 7.2 dBmV 40.9 dB 7 0
41 Locked 256QAM 621000000 Hz 7.6 dBmV 40.4 dB 0 0
42 Locked 256QAM 627000000 Hz 8.1 dBmV 40.9 dB 0 0
43 Locked 256QAM 633000000 Hz 7.7 dBmV 40.4 dB 0 0
193 Locked OFDM PLC 690000000 Hz 4.9 dBmV 43.0 dB 15899539 0
194 Locked OFDM PLC 957000000 Hz 5.2 dBmV 43.0 dB 35962459 0


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
2 Locked SC-QAM 22800000 Hz 6400000 44.3 dBmV
4 Locked SC-QAM 35600000 Hz 6400000 44.8 dBmV
3 Locked SC-QAM 29200000 Hz 6400000 44.3 dBmV
1 Locked SC-QAM 16400000 Hz 6400000 44.3 dBmV
41 Locked OFDMA 36200000 Hz 44400000 40.5 dBmV

Question

 • 

Updated 

2 months ago

20

1

0

XfinityRay

Official Employee

 • 

2.7K Messages

2 months ago

Hi there, user_geez! Thank you for taking the time out of your day to reach out about the intermittent service. We want your service working great all the time and appreciate the steps you have taken to try and resolve this! With the troubleshooting that has already been done, it is good you are having a technician out. They will get to the root cause of this and fix it. What speed are you seeing come through? 

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