Visitor
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3 Messages
Repeated Dynamic Range Window Violations and T3 timeouts
The past few weeks I've had inconsistent internet disconnections. When I log into my modem and check the event logs there are repeated events of "Dynamic Range Window Violations" and "Started Unicast Maintenance Ranging - No Response received - T3 time-out". I've called Xfinity, chatted with Xfinity, and they even sent a tech out, all to no avail. I've tried 2 Netgear modems and yesterday the tech told me that Netgear can cause issues and that an ARRIS or Motorola modem "would fix the issue". Paid $170+ for a new ARRIS modem and today I'm back to the same issues. Of course because the tech was here for 10 minutes while the internet was working he blamed it on the Netgear router. I showed him the event log and he acted like it was in a foreign language and just showed me his screen that showed everything was good and that the signal was strong.
At this point I'm weeks in and $250 lighter with no resolution in sight and I'm THIS close to switching to Verizon as I work from home and the internet seems to always drop when I'm in a Teams or Webex call. I wish someone that I talked to would actually try to see what was happening when I had the issue.
EG
Expert
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95.7K Messages
4 m ago
What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1
Please 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.
What is the exact make and model number of the Arris modem ?
Please post those error log entries as well in their entirety (copy and paste them, don't post a screenshot), but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. Posting personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.
(edited)
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EG
Expert
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95.7K Messages
4 m ago
The signal stats were in spec at that snapshot in time. Is that all of the error log entries ? If not, please post the remainder.
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EG
Expert
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95.7K Messages
4 m 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 !
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