Visitor
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10 Messages
T3 Timeouts daily
I've never really had any issue with my service until I updated my cable modem to the Motorola MB8611. Now daily I randomly get a t3 timeout no ranging response and lose internet from 60-90 seconds while the modem restarts. I've spoken to several people on my block and they also have this same issue, though some have it even worse than I do. xfinity customer service just wants me to reboot my modem and I cant get any further with assistance since my modem is then "connected" so here I am. How can I get xFinity network to assist with my issue?
EG
Expert
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110.1K Messages
3 years 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.
Also. Please post modem RF 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. 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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aaronf1
Visitor
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10 Messages
3 years ago
@EG Here is what I gathered. I removed the items as well from the log.
Software
Device Information
Cable Specification Version DOCSIS 3.1
Hardware Version V1.0
Software Version 8611-19.2.20
Cable Modem MAC Address
Cable Modem Serial Number
CM Certificate Installed
Prod_19.2_d31
Connection
Startup Sequence
Startup Step Status Comment
Acquire Downstream Channel 549000000 Hz Locked
Upstream Connection OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
Connection Status
System Up Time 0 days 07h:32m:21s
Network Access Allowed
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 5 549.0 5.1 42.6 0 0
2 Locked QAM256 1 525.0 4.5 42.5 0 0
3 Locked QAM256 2 531.0 4.7 42.5 0 0
4 Locked QAM256 3 537.0 4.9 42.6 0 0
5 Locked QAM256 4 543.0 5.1 42.6 0 0
6 Locked QAM256 6 555.0 5.3 42.6 0 0
7 Locked QAM256 7 561.0 5.4 42.5 0 0
8 Locked QAM256 8 567.0 5.1 42.6 0 0
9 Locked QAM256 9 573.0 4.8 42.5 0 0
10 Locked QAM256 10 579.0 4.8 42.4 0 0
11 Locked QAM256 11 585.0 4.6 42.5 0 0
12 Locked QAM256 12 591.0 4.9 42.5 0 0
13 Locked QAM256 13 597.0 4.9 42.4 0 0
14 Locked QAM256 14 603.0 5.2 42.5 0 0
15 Locked QAM256 15 609.0 5.2 42.5 0 0
16 Locked QAM256 16 615.0 5.0 42.5 0 0
17 Locked QAM256 17 621.0 5.2 42.3 0 0
18 Locked QAM256 18 627.0 5.2 42.5 0 0
19 Locked QAM256 19 633.0 5.5 42.5 0 0
20 Locked QAM256 33 495.0 3.8 42.3 0 0
21 Locked QAM256 34 507.0 4.0 42.3 0 0
22 Locked QAM256 35 513.0 4.1 42.3 0 0
23 Locked QAM256 36 519.0 4.3 42.4 0 0
24 Locked OFDM PLC 37 762.0 7.0 41.8 289979885 0
25 Locked QAM256 38 471.0 3.4 42.2 0 0
26 Locked QAM256 39 477.0 3.5 41.9 0 0
27 Locked QAM256 40 483.0 3.5 42.0 0 0
28 Locked QAM256 41 489.0 3.7 42.3 0 0
29 Locked QAM256 42 447.0 3.4 42.3 0 0
30 Locked QAM256 43 453.0 3.3 42.3 0 0
31 Locked QAM256 44 459.0 3.2 42.2 0 0
32 Locked QAM256 45 465.0 3.4 42.2 0 0
Upstream Bonded Channels
Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked SC-QAM 1 5120 35.6 43.8
2 Locked SC-QAM 2 5120 29.2 44.0
3 Locked SC-QAM 3 5120 22.8 44.0
4 Locked SC-QAM 4 5120 16.4 44.3
5 Locked SC-QAM 9 2560 40.4 41.3
Event Log
Time Priority Description
Time Not Established
Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) No Ranging Response received - T3 time-out;CM-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=CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) No Ranging Response received - T3 time-out;CM-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=;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) No Ranging Response received - T3 time-out;CM-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=;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) No Ranging Response received - T3 time-out;CM-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=;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) No Ranging Response received - T3 time-out;CM-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=;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) No Ranging Response received - T3 time-out;CM-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=CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) No Ranging Response received - T3 time-out;CM-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=;CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Critical (3) No Ranging Response received - T3 time-out;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
Time Not Established
Notice (6) Honoring MDD; IP provisioning mode = IPv6
04:52:02
Fri Mar 18 2022 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
04:52:24
Fri Mar 18 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
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EG
Expert
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110.1K Messages
3 years ago
The signal stats are 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 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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aaronf1
Visitor
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10 Messages
3 years ago
@EG Thanks for assisting me with this. Looking forward to see what they find.
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aaronf1
Visitor
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10 Messages
3 years ago
Tech is coming out today. Hopefully will have an update/resolution after the visit.
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aaronf1
Visitor
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10 Messages
3 years ago
Tech just left. Cables inside my home are showing no signs of issues. Tech did move the port on the cable box outside and replaced the connection cap. Also replaced the splitter and grounding block in my xfinity box attached to the house. Not thinking any of that would be the issue, but since here just went ahead and replaced it to rule it out. Being added to watchtower for the next week or 2 to monitor any disconnects. Time will tell here.
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aaronf1
Visitor
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10 Messages
3 years ago
Just so this is public facing. Service Tech came out again and ended up running a new line to my home. Since then, I have not had any more issues with T3 timeouts or internet drops.
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EG
Expert
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110.1K Messages
3 years ago
@aaronf1
Thanks for circling back ! Hope things hold up for you !!
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EG
Expert
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110.1K Messages
3 years ago
@8thdayconsulting
Please create a new topic of your own here on this board detailing your issue (copy and paste your post there). 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 an old thread can delay getting help.
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