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Friday, March 1st, 2024 5:28 AM

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Sudden Internet loss - only one downstream bonded channel, no upstream bonded channels, B-INIT-RNG failure

My Internet suddenly stopped working earlier today. Power cycling the modem (Netgear CM700) and routers (Eero) did not solve the problem. I also factory reset the modem and that didn't solve the problem. Xfinity / Comcast claims there is no outage in my area and I went through the usual triaging steps with Xfinity / Comcast and their only solution now is to wait 48 hours to have a technician come out to look at it. I dug around the modem logs  and am seeing:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 687000000 Hz Locked
Connectivity State In Progress Not Synchronized
Boot State In Progress Unknown
Security Disabled Disabled
IP Provisioning Mode In Progress Unknown

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 44 687000000 Hz -12.9 dBmV 37.3 dB 40 3
2 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
3 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
4 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
5 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
6 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
7 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
8 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
9 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
10 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
11 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
12 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
13 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
14 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
15 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
16 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
17 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
18 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
19 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
20 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
21 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
22 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
23 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
24 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
25 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
26 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
27 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
28 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
29 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
30 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
31 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
32 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 21.3 dBmV
2 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
3 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

In the modem event logs I am seeing:

Time Priority Description
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded

Has anyone else encountered a problem like this?

Contributor

 • 

168 Messages

2 months ago

@TooManyOutages1 - looks like there is no two way communication establishing between the CM and the CMTS.

What do the below websites show for your service address? 

https://www.xfinity.com/support/status

https://www.xfinity.com/support/statusmap

On the 2nd website you can report an Outage under Helpful Links dropdown. 

(edited)

2 months ago

On https://www.xfinity.com/support/statusmap I see:

Everything looks good!

We couldn't find any outages or service issues. Try restarting your device to fix slow speeds and other common problems.

Contributor

 • 

168 Messages

@TooManyOutages1 - I guess it's time to call-in the service disruption.

2 months ago

Comcast / Xfinity sent out a technician who did a great job diagnosing the issue. The problem appeared to be a faulty connector outside of my home. Replacing the filter and connector squared me away. The technician was great - a pleasant bright spot in my not-so-great overall relationship with Comcast / Xfinity. 😅

Official Employee

 • 

1.3K Messages

@TooManyOutages1 Thank you for letting us know about the technician getting you squared away. We are available here every day, so please reach out if you ever need anything in the future. You can also manage your account, troubleshoot, and get help through the Xfinity app. Thank you for your continued loyalty and I hope you have a great rest of your day!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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