Started Unicast Maintenance Ranging - No Response received - T3 time-out

Hi,

I have been having some connection issues with my home network recently. I have been experiencing a number of symptoms: high pack loss, connection drops, slow speeds.

I had a technician out yesterday that said the line connection was working. So I thought it might be my router since that was the oldest hardware on my network. I replaced it and I am still having issues. So I now suspect my 3 month old modem might be the culprit. I logged in and see a number of critical errors in the event log.

The router is a netgear nighthawk CM1200. It has firmware version 3.12.03 which is the latest and greatest supported.Here is a dump of the event log.

Please let me know what I can do next to fix this issue.

Time	Priority	Description
Fri Mar 22 09:20:03 2024	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:10:46 2024	Notice (6)	CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:10:44 2024	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:10:16 2024	Notice (6)	CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:10:14 2024	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:47 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:46 2024	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:46 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:44 2024	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:44 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:42 2024	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:42 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:40 2024	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:40 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:38 2024	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:38 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:36 2024	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:36 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:35 2024	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:34 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:34 2024	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:33 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:31 2024	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:31 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:31 2024	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:30 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:29 2024	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:29 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:28 2024	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:28 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:28 2024	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:27 2024	Critical (3)	UCD invalid or channel unusable;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Fri Mar 22 09:08:22 2024	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;
Fri Mar 22 09:08:17 2024	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	UCD invalid or channel unusable;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;
Fri Mar 22 09:07:08 2024	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Thu Mar 21 19:54:25 2024	Notice (6)	CM-STATUS message sent. Event Type Code: 5; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
Thu Mar 21 19:54:24 2024	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=::::;;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;

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EG

Expert

•

106.9K Messages

8 months ago

The error log entries have been edited out of your post because they contain CM MAC and the CMTS MAC addresses. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. Please re-post them but you'll need to redact all of the CM MAC and CMTS MAC addresses.

While you are at it, please also copy all of the text in its entirety of the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers and paste them into your next post.

kemper51

5 Messages

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	435000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	honorMdd(4)

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	4	435000000 Hz	5.5 dBmV	45.2 dB	0	0
2	Locked	QAM256	1	417000000 Hz	5.4 dBmV	45.3 dB	0	0
3	Locked	QAM256	2	423000000 Hz	5.4 dBmV	45.2 dB	0	0
4	Locked	QAM256	3	429000000 Hz	5.5 dBmV	45.2 dB	0	0
5	Locked	QAM256	5	441000000 Hz	5.4 dBmV	45.1 dB	0	0
6	Locked	QAM256	6	447000000 Hz	5.4 dBmV	45.2 dB	0	0
7	Locked	QAM256	7	453000000 Hz	5.4 dBmV	45.1 dB	0	0
8	Locked	QAM256	8	459000000 Hz	5.3 dBmV	45 dB	0	0
9	Locked	QAM256	9	465000000 Hz	5.2 dBmV	45 dB	0	0
10	Locked	QAM256	10	471000000 Hz	5.3 dBmV	45 dB	0	0
11	Locked	QAM256	11	477000000 Hz	5.2 dBmV	44.9 dB	0	0
12	Locked	QAM256	12	483000000 Hz	5 dBmV	44.8 dB	0	0
13	Locked	QAM256	13	489000000 Hz	5.1 dBmV	44.9 dB	0	0
14	Locked	QAM256	14	495000000 Hz	5.3 dBmV	45 dB	0	0
15	Locked	QAM256	15	501000000 Hz	5.4 dBmV	45 dB	0	0
16	Locked	QAM256	16	507000000 Hz	5.5 dBmV	44.9 dB	0	0
17	Locked	QAM256	17	513000000 Hz	5.6 dBmV	45 dB	0	0
18	Locked	QAM256	18	519000000 Hz	5.7 dBmV	45.1 dB	0	0
19	Locked	QAM256	19	525000000 Hz	5.9 dBmV	45.2 dB	0	0
20	Locked	QAM256	20	531000000 Hz	6 dBmV	45.2 dB	0	0
21	Locked	QAM256	21	537000000 Hz	6 dBmV	45.2 dB	0	0
22	Locked	QAM256	22	543000000 Hz	6 dBmV	45.2 dB	0	0
23	Locked	QAM256	23	549000000 Hz	6.1 dBmV	45.3 dB	0	0
24	Locked	QAM256	24	555000000 Hz	6 dBmV	45.2 dB	0	0
25	Locked	QAM256	25	561000000 Hz	6 dBmV	45.1 dB	0	0
26	Locked	QAM256	26	567000000 Hz	5.9 dBmV	45 dB	0	0
27	Locked	QAM256	27	573000000 Hz	5.9 dBmV	45 dB	0	0
28	Locked	QAM256	28	579000000 Hz	6 dBmV	45 dB	0	0
29	Locked	QAM256	29	585000000 Hz	5.9 dBmV	45 dB	0	0
30	Locked	QAM256	30	591000000 Hz	5.8 dBmV	44.9 dB	0	0
31	Locked	QAM256	31	597000000 Hz	5.8 dBmV	44.8 dB	0	0
32	Locked	QAM256	32	603000000 Hz	5.8 dBmV	44.8 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	17	5120 Ksym/sec	16400000 Hz	48.3 dBmV
2	Locked	ATDMA	18	5120 Ksym/sec	22800000 Hz	48 dBmV
3	Locked	ATDMA	19	5120 Ksym/sec	29200000 Hz	47.5 dBmV
4	Locked	ATDMA	20	5120 Ksym/sec	35600000 Hz	47.3 dBmV
5	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	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	957000000 Hz	5.9 dBmV	43.9 dB	148 ~ 3947	119200671	10170988	0
2	Not Locked	0	0	0 Hz	0 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	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV

8 months ago

EG

Expert

•

106.9K Messages

8 months ago

Ok, so even though the signal status values were within specs at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is intermittent 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 check those upstream receive signal stats.

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

kemper51

5 Messages

Thank you I look forward from hearing from The Digital Care Team! I hope to get a resolution quickly on this.

8 months ago

XfinityKei

Official Employee

•

1.1K Messages

Hello and happy Friday @kemper51. Outside of your connection concerns how's your day going? Thanks for reaching out and reporting your concerns of high pack loss, connection drops, slow speeds. You're with the right team to help. Can you tell us more about when this is happening and what you're doing when you experience those connection issues. Is the packet loss limited, to gaming?

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

8 months ago

kemper51

5 Messages

I am not a gamer. I measure the pkg loss from my home computer while doing a simple dns ping. the packet loss has ranged from 14 to 40%.

There are two of us working out of the house so the service is important to us.

Generally I notice this most while using my computer. We aren't streaming or doing any real high bandwidth type activities during work hours so I don't think its that.

8 months ago

XfinityKei

Official Employee

•

1.1K Messages

Ok @kemper51 I would like to take a closer look at your account especially with a tech being out there yesterday and the issue is ongoing. Can you please direct message me your first and last name along with your full service address so that I can assist you further?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

8 months ago

kemper51

5 Messages

sent the DM with the info you requested

8 months ago

Damone17

Visitor

•

1 Message

2 months ago

I too have had these issues for years. Since 2018. Reported the problem, the dude comes out, says he will personally follow-up with me, then ghosts me. That was 2019. I've just learned to deal with it. However it appears that Comcast is monitoring these posts and summarily gets someone involved at a local level. Is it my turn for them to fix this issue once and for all? I guess we will see in time.

EG

Expert

•

106.9K Messages

2 months ago

@Damone17

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 6-month-old dead thread is now being closed.

For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.

(edited)

Your Home Network

kemper51

Started Unicast Maintenance Ranging - No Response received - T3 time-out

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