U

Sunday, June 2nd, 2024 11:18 PM

upstream channels become unlocked getting T3 and T4 timeouts

I started to have this issue last Thursday where the upstream connection would blink on my modem, it would repeat the process and then the internet would drop. Its been doing this every day since around 4pm for about 10 to 15 mins. I have checked and replaced the coax cable from the wall to modem. Today when it happened only two of the upstream channels became Not Locked. I have also unplugged and power cycled the modem, router, computer, and network switches. I am back up and running but I have a feeling this may happen again tomorrow and need help.......

Here are copies of the logs and channels

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 QAM 256 1 417000000 Hz 4.6 dBmV 36.8 dB 10 940
2 Locked QAM 256 2 423000000 Hz 4.6 dBmV 37.0 dB 1 700
3 Locked QAM 256 3 429000000 Hz 3.6 dBmV 36.6 dB 10 848
4 Locked QAM 256 4 435000000 Hz 3.7 dBmV 36.8 dB 268 1065
5 Locked QAM 256 5 441000000 Hz 4.5 dBmV 37.0 dB 11 852
6 Locked QAM 256 6 447000000 Hz 3.3 dBmV 36.3 dB 14 766
7 Locked QAM 256 7 453000000 Hz 3.8 dBmV 36.8 dB 17 768
8 Locked QAM 256 8 459000000 Hz 4.2 dBmV 37.6 dB 16 1572
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 54.0 dBmV
2 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 54.0 dBmV
3 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 54.0 dBmV
4 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 54.0 dBmV
Current System Time: Sun Jun 2 15:10:11 2024
System Up Time: 21:27:20

Time Priority Description
Jun 2 14:42:55 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 2 14:42:55 2024 Critical (3) No Ranging Response received - T3 time-out
Jun 2 14:53:43 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 2 14:53:43 2024 Warning (5) TCS Partial Service
Jun 2 14:54:13 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 2 15:00:36 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 2 15:00:36 2024 Critical (3) No Ranging Response received - T3 time-out
Jun 2 15:11:22 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 2 15:11:23 2024 Warning (5) TCS Partial Service
Jun 2 15:11:53 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

Here is after I did a power cycle of all equipment 

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 QAM 256 1 417000000 Hz 5.0 dBmV 37.9 dB 3 864
2 Locked QAM 256 2 423000000 Hz 4.9 dBmV 37.9 dB 9 772
3 Locked QAM 256 3 429000000 Hz 3.9 dBmV 37.3 dB 1 1386
4 Locked QAM 256 4 435000000 Hz 3.9 dBmV 37.6 dB 16 1606
5 Locked QAM 256 5 441000000 Hz 4.8 dBmV 37.9 dB 19 914
6 Locked QAM 256 6 447000000 Hz 3.6 dBmV 37.6 dB 13 860
7 Locked QAM 256 7 453000000 Hz 4.0 dBmV 37.9 dB 47 760
8 Locked QAM 256 8 459000000 Hz 4.5 dBmV 38.2 dB 17 639
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 51.0 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 51.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 51.0 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 51.0 dBmV
Current System Time: Sun Jun 2 16:07:34 2024
System Up Time: 00:28:58

Gold Problem Solver

 • 

26K Messages

6 months ago

Both sets of upstream channel stats have out of spec power levels (too high). Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. 

What is the modem model number? There aren't very many 8 channel devices left on the Approved list. See https://www.xfinity.com/support/devices and especially the "All Compatible Devices" link near the bottom of that page (at the moment it points to https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.05.17%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time).

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

17 Messages

@BruceW​ 

Its a CM400, older model and slower speeds, need not worry I have an upgrade being shipped more channels to handle the speed.  I will take your advice into consideration and update when I have the new modem installed and if the issue with the upstream channels persist. 

17 Messages

6 months ago

I am still getting the same error message every day since last thursday

Time Priority Description
Jun 3 14:22:49 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 3 14:22:50 2024 Critical (3) No Ranging Response received - T3 time-out
Jun 3 14:33:32 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 3 14:33:32 2024 Warning (5) TCS Partial Service
Jun 3 14:34:02 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 3 14:44:03 2024 Critical (3) No Ranging Response received - T3 time-out
Jun 3 14:44:06 2024 Warning (5) TCS Partial Service
Jun 3 14:44:06 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 3 14:44:36 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 3 14:54:37 2024 Critical (3) No Ranging Response received - T3 time-out
Jun 3 14:54:49 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 3 14:54:49 2024 Warning (5) TCS Partial Service
Jun 3 14:55:19 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 3 15:05:20 2024 Critical (3) No Ranging Response received - T3 time-out
Jun 3 15:05:36 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 3 15:05:36 2024 Warning (5) TCS Partial Service
Jun 3 15:06:06 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 3 15:16:07 2024 Critical (3) No Ranging Response received - T3 time-out
Jun 3 15:16:24 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 3 15:16:24 2024 Warning (5) TCS Partial Service
Jun 3 15:16:54 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 3 15:26:56 2024 Critical (3) No Ranging Response received - T3 time-out
Jun 3 15:27:00 2024 Warning (5) TCS Partial Service
Jun 3 15:27:00 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 3 15:27:30 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 3 15:37:30 2024 Critical (3) No Ranging Response received - T3 time-out

Gold Problem Solver

 • 

26K Messages

6 months ago

I am still getting the same error message every day since last thursday ...

If the signal problems haven't been corrected the error messages will continue. It's the electronic equivalent of trying to drive a car on a road that covered by mud, snow, and potholes.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

17 Messages

@BruceW

Got an approved modem CM700 and download speeds are x2 better, I was able to get ahold of tech support on the phone and have an appointment in a few days. I got a T3 timeout after upgraded equipment. A few questions do come to mind why the timeouts are happening due to construction of a hotel pretty much next door to where I live?! I will keep the updates coming when the tech comes out on Thursday. 

(edited)

17 Messages

 Cable connections with CM700

<tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment
Acquire Downstream Channel 627000000 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 QAM 256 1 417000000 Hz 3.7 dBmV 40.3 dB 12 0
2 Locked QAM 256 2 423000000 Hz 3.7 dBmV 40.9 dB 0 0
3 Locked QAM 256 3 429000000 Hz 3.0 dBmV 40.3 dB 0 0
4 Locked QAM 256 4 435000000 Hz 3.2 dBmV 40.9 dB 0 0
5 Locked QAM 256 5 441000000 Hz 3.7 dBmV 40.9 dB 8 0
6 Locked QAM 256 6 447000000 Hz 2.7 dBmV 40.3 dB 0 1
7 Locked QAM 256 7 453000000 Hz 3.2 dBmV 40.9 dB 0 0
8 Locked QAM 256 8 459000000 Hz 3.2 dBmV 40.9 dB 0 0
9 Locked QAM 256 9 465000000 Hz 3.5 dBmV 40.9 dB 0 0
10 Locked QAM 256 10 471000000 Hz 3.4 dBmV 40.9 dB 1 0
11 Locked QAM 256 11 477000000 Hz 3.5 dBmV 38.9 dB 8 0
12 Locked QAM 256 12 483000000 Hz 4.4 dBmV 40.3 dB 15 0
13 Locked QAM 256 13 489000000 Hz 4.5 dBmV 40.3 dB 0 0
14 Locked QAM 256 14 519000000 Hz 5.1 dBmV 40.3 dB 0 0
15 Locked QAM 256 15 525000000 Hz 4.5 dBmV 40.3 dB 12 0
16 Locked QAM 256 16 531000000 Hz 4.3 dBmV 40.3 dB 5 0
17 Locked QAM 256 17 537000000 Hz 4.0 dBmV 40.3 dB 1 1
18 Locked QAM 256 18 543000000 Hz 3.0 dBmV 40.3 dB 3 0
19 Locked QAM 256 19 549000000 Hz 3.2 dBmV 40.3 dB 0 1
20 Locked QAM 256 20 555000000 Hz 3.0 dBmV 40.3 dB 0 0
21 Locked QAM 256 21 561000000 Hz 2.2 dBmV 40.3 dB 0 0
22 Locked QAM 256 22 567000000 Hz 2.0 dBmV 40.3 dB 8 1
23 Locked QAM 256 23 573000000 Hz 0.5 dBmV 38.6 dB 1 0
24 Locked QAM 256 24 579000000 Hz 1.5 dBmV 38.9 dB 4 0
25 Locked QAM 256 25 585000000 Hz 1.0 dBmV 39.2 dB 0 0
26 Locked QAM 256 26 591000000 Hz 3.0 dBmV 39.9 dB 9 0
27 Locked QAM 256 27 597000000 Hz 2.7 dBmV 39.9 dB 0 0
28 Locked QAM 256 28 603000000 Hz 3.0 dBmV 39.5 dB 0 0
29 Locked QAM 256 29 609000000 Hz 3.7 dBmV 39.9 dB 7 0
30 Locked QAM 256 30 615000000 Hz 3.0 dBmV 39.2 dB 7 0
31 Locked QAM 256 31 621000000 Hz 5.1 dBmV 39.2 dB 32 0
32 Locked QAM 256 32 627000000 Hz 3.7 dBmV 39.5 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 2560 Ksym/sec 10400000 Hz 44.7 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 43.8 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 43.5 dBmV
4 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 43.8 dBmV
5 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 43.8 dBmV
6 Locked ATDMA 5 2560 Ksym/sec 40400000 Hz 44.0 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

Current System Time: Tue Jun 4 22:30:50 2024
System Up Time: 03:28:36

17 Messages

Update Comcast came out this morning and found out that there was a splitter on my connection going to my home and then another home on the box, So that was taken care of and I just check my cable connection and the upstream power has dropped. This should fix the issue and I hope to not see anymore sudden drops. 

Gold Problem Solver

 • 

26K Messages

6 months ago

... Comcast came out this morning ... I hope to not see anymore sudden drops.

Sounds promising. Hoping it holds for you, good luck!

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

17 Messages

Just got home after work and check the Event Log here was happened........I am at  lost of what to do next.............

Time Priority Description
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:21:51 Warning (5) TCS Partial Service
Jun 06 2024 15:22:21 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 06 2024 15:32:22 Critical (3) No Ranging Response received - T3 time-out
Jun 06 2024 15:32:30 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 06 2024 15:32:32 Critical (3) No Ranging Response received - T3 time-out
Jun 06 2024 15:33:22 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:33:22 Warning (5) TCS Partial Service
Jun 06 2024 15:33:52 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 06 2024 15:43:53 Critical (3) No Ranging Response received - T3 time-out
Jun 06 2024 15:44:04 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 06 2024 15:44:06 Critical (3) No Ranging Response received - T3 time-out
Jun 06 2024 15:44:52 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:44:53 Warning (5) TCS Partial Service
Jun 06 2024 15:45:22 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 06 2024 15:55:23 Critical (3) No Ranging Response received - T3 time-out
Jun 06 2024 15:56:23 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:56:23 Warning (5) TCS Partial Service
Jun 06 2024 15:56:53 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 06 2024 15:56:55 Error (4) DBC-ACK not received
Jun 06 2024 15:57:45 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 06 2024 15:58:07 Critical (3) No Ranging Response received - T3 time-out
Jun 06 2024 15:58:20 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jun 06 2024 15:58:23 Critical (3) No Ranging Response received - T3 time-out
Jun 06 2024 15:58:34 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 06 2024 15:58:44 Critical (3) No Ranging Response received - T3 time-out
Jun 06 2024 15:59:21 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 15:59:21 Warning (5) TCS Partial Service
Jun 06 2024 15:59:51 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 06 2024 16:00:30 Critical (3) No Ranging Response received - T3 time-out
Jun 06 2024 16:00:35 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 06 2024 16:00:37 Critical (3) No Ranging Response received - T3 time-out
Jun 06 2024 16:01:30 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 06 2024 16:01:30 Warning (5) TCS Partial Service
Jun 06 2024 16:02:00 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 06 2024 16:12:01 Critical (3) No Ranging Response received - T3 time-out
Jun 06 2024 16:12:15 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 06 2024 16:12:15 Warning (5) TCS Partial Service
Jun 06 2024 16:12:45 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 06 2024 16:22:47 Critical (3) No Ranging Response received - T3 time-out

17 Messages

6 months ago

Update I had a tech out today upstream levels were acceptable, put my line on another port, was told a ticket will be sent up to have maintenance team look into the noise issue. Give a few days, I hope this fixes the upstream issue I have been experiencing. 

Official Employee

 • 

1.7K Messages

6 months ago

@user_hgo02g Thank you for reaching out to us here and keeping us posted about the steps you've taken to deal with the internet issues. Thank you @BruceW for jumping in to help, we can always count on you to lend a hand! I want to look for updates on that maintenance ticket. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

17 Messages

@XfinityEmilyB​ I have sent a message via chat, upstream channels look good so far, but it usually happens in the afternoon like 2-5pm mountain time. But since the tech was out on Sunday I have noticed the upstream channels are fine but now my downstream channels are a little on the high end. 

Expert

 • 

107.1K Messages

6 months ago

@user_hgo02g @XfinityEmilyB 

Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

17 Messages

@EG​ I just check my modem log and it appears that the issue may have been resolved with the upstream channels. The resolve was two different techs, the first one found a splitter on the line and removed it allow a straight line from the box to modem. That temporarily solved the issue, the next tech came out during the issue time, in turn he checked the line and put it on a new port. This appears to have fixed the issue.  

Expert

 • 

107.1K Messages

6 months ago

Thanks for updating your topic ! Hope things hold up for you ! Good luck !

17 Messages

@EG​ I just checked my event log and it shows partial service and multiply T3 and T4 time outs. The issue appears to have only been temporarily resolved.   :( 

17 Messages

Same issue as yesterday. I know that at least three of my upstream channels are being unlocked and then dropping here is the event log from earlier...

Time Priority Description
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:06:05 Critical (3) No Ranging Response received - T3 time-out
Jun 13 2024 15:06:52 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 13 2024 15:06:52 Warning (5) TCS Partial Service
Jun 13 2024 15:07:22 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 13 2024 15:17:23 Critical (3) No Ranging Response received - T3 time-out
Jun 13 2024 15:17:37 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:17:45 Critical (3) No Ranging Response received - T3 time-out
Jun 13 2024 15:18:22 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 13 2024 15:18:22 Warning (5) TCS Partial Service
Jun 13 2024 15:18:52 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 13 2024 15:28:54 Critical (3) No Ranging Response received - T3 time-out
Jun 13 2024 15:29:10 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:29:11 Critical (3) No Ranging Response received - T3 time-out
Jun 13 2024 15:29:53 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 13 2024 15:29:53 Warning (5) TCS Partial Service
Jun 13 2024 15:30:23 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 13 2024 15:40:24 Critical (3) No Ranging Response received - T3 time-out
Jun 13 2024 15:40:30 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:40:31 Critical (3) No Ranging Response received - T3 time-out
Jun 13 2024 15:41:23 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 13 2024 15:41:23 Warning (5) TCS Partial Service
Jun 13 2024 15:41:53 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 13 2024 15:51:54 Critical (3) No Ranging Response received - T3 time-out
Jun 13 2024 15:52:00 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 15:52:00 Critical (3) No Ranging Response received - T3 time-out
Jun 13 2024 15:52:54 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 13 2024 15:52:54 Warning (5) TCS Partial Service
Jun 13 2024 15:53:24 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 13 2024 16:03:25 Critical (3) No Ranging Response received - T3 time-out
Jun 13 2024 16:03:32 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 16:03:34 Critical (3) No Ranging Response received - T3 time-out
Jun 13 2024 16:04:24 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Jun 13 2024 16:04:24 Warning (5) TCS Partial Service
Jun 13 2024 16:04:54 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 13 2024 16:14:55 Critical (3) No Ranging Response received - T3 time-out
Jun 13 2024 16:15:09 Warning (5) TCS Partial Service
Jun 13 2024 16:15:09 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 13 2024 16:15:39 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 13 2024 16:25:41 Critical (3) No Ranging Response received - T3 time-out

17 Messages

5 months ago

No luck my issue still remains three of my upstream channels drop ever day for the past two weeks, from 2-5pm my upstream noise gets high, I see that the downstream noise is where it should be at. I have a third tech scheduled for this week at the time the noise is worse. I will continue to update everyone here with what happens. 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 1 417000000 Hz 6.5 dBmV 40.9 dB 6 0
2 Locked QAM 256 2 423000000 Hz 6.5 dBmV 40.3 dB 10 0
3 Locked QAM 256 3 429000000 Hz 5.6 dBmV 40.9 dB 0 0
4 Locked QAM 256 4 435000000 Hz 5.9 dBmV 40.3 dB 22 0
5 Locked QAM 256 5 441000000 Hz 6.5 dBmV 40.3 dB 18 1
6 Locked QAM 256 6 447000000 Hz 5.4 dBmV 38.9 dB 12 0
7 Locked QAM 256 7 453000000 Hz 6.0 dBmV 40.3 dB 17 0
8 Locked QAM 256 8 459000000 Hz 6.0 dBmV 40.3 dB 9 0
9 Locked QAM 256 9 465000000 Hz 6.4 dBmV 40.3 dB 0 0
10 Locked QAM 256 10 471000000 Hz 6.3 dBmV 40.3 dB 7 0
11 Locked QAM 256 11 477000000 Hz 6.4 dBmV 38.9 dB 2 0
12 Locked QAM 256 12 483000000 Hz 7.0 dBmV 40.3 dB 24 0
13 Locked QAM 256 13 489000000 Hz 7.0 dBmV 38.9 dB 0 0
14 Locked QAM 256 14 519000000 Hz 8.5 dBmV 40.3 dB 8 0
15 Locked QAM 256 15 525000000 Hz 8.0 dBmV 40.3 dB 10 1
16 Locked QAM 256 16 531000000 Hz 7.8 dBmV 40.3 dB 29 0
17 Locked QAM 256 17 537000000 Hz 7.4 dBmV 40.9 dB 7 0
18 Locked QAM 256 18 543000000 Hz 6.5 dBmV 40.3 dB 2 0
19 Locked QAM 256 19 549000000 Hz 6.6 dBmV 40.9 dB 0 0
20 Locked QAM 256 20 555000000 Hz 6.5 dBmV 40.3 dB 0 0
21 Locked QAM 256 21 561000000 Hz 5.8 dBmV 38.9 dB 0 0
22 Locked QAM 256 22 567000000 Hz 5.3 dBmV 40.3 dB 0 0
23 Locked QAM 256 23 573000000 Hz 4.0 dBmV 38.6 dB 37 0
24 Locked QAM 256 24 579000000 Hz 4.8 dBmV 38.9 dB 9 0
25 Locked QAM 256 25 585000000 Hz 4.3 dBmV 39.2 dB 0 0
26 Locked QAM 256 26 591000000 Hz 6.0 dBmV 39.5 dB 11 0
27 Locked QAM 256 27 597000000 Hz 5.9 dBmV 39.5 dB 0 0
28 Locked QAM 256 28 603000000 Hz 5.9 dBmV 39.5 dB 0 0
29 Locked QAM 256 29 609000000 Hz 6.5 dBmV 39.9 dB 10 0
30 Locked QAM 256 30 615000000 Hz 6.0 dBmV 38.9 dB 34 0
31 Locked QAM 256 31 621000000 Hz 8.0 dBmV 38.9 dB 44 29
32 Locked QAM 256 32 627000000 Hz 7.0 dBmV 39.5 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 54.0 dBmV
2 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 54.0 dBmV
3 Locked ATDMA 5 2560 Ksym/sec 40400000 Hz 54.0 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

Current System Time:Sun Jun 16 15:07:49 2024
System Up Time:5 days 20:56:52

Contributor

 • 

51 Messages

5 months ago

I don't know when they'll get that it's a problem on their end, not the customers'. Too many people are having the same issue and they refuse to look into it beyond sending a tech out

17 Messages

@Xantoszz12​ True talking to the chat support they said a tech needs to come out and so some readings and open a work order to have this looked into. Honestly being a customer for over 18 years it sure does make me feel less of a customer when I am always having to get a tech out to figure things out. There is a hotel that has been built next door to where I live and yet to be occupied....This whole issue started over two weeks ago and yet I still have the issue with a lot of noise coming onto my line. I have had two other tech out and neither of them know what to do only to send a ticket up to their maintenance team. Hopefully this Saturday when the tech comes out the issue should be happening and they can check the signal. Wish me luck everyone! 

17 Messages

5 months ago

Update time. I had a tech come out last Saturday a week ago today and he said they can't open a work order let alone send a ticket up to have the issue looked into unless its happening when they are at your home. I am still having the issue where my upstream power starts to rise especially on hot days. Cooler days seem to have less effect on the power levels. The tech appears to not know what is going on and plans to talk with their maintenances supervisor next week. It was also suggested that do a ping to the modem ip which in turn came back with 0% packet lost.  

(edited)

17 Messages

Update on what I have found out this past Monday that there is something going on in my area and a work order is being put in today so that this can be looked into. I am still in contact with chat support asking them if they have found the work order. I am still getting T3 and T4 timeouts shorter events but the intervals of them are about 4 to 7 mins apart for about an hour. I hope that this can be resolved soon. 

17 Messages

Looks like my issue has been resolved. To sum up things I had been in contact with a tech and they were able to monitor the signal remotely and sent screen shots of when the issue would happen. Come to find out that there was an issue in the area. The only way a tech is going to send a ticket up to the next level is by seeing the issue from their end, otherwise they will just say everything looks fine. If your issue is happening at a certain time of day and you are able to get a tech out at that time of day to have them witness the issue happening then you may have a better chance of the issue getting sent up to the next level. 

Official Employee

 • 

1.7K Messages

@user_hgo02g Thank you so much for updating the thread with your solution, that is so helpful for our community :). We are available here every day for support and you can always 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! 

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Expert

 • 

107.1K Messages

2 months ago

Again I'll say. Thanks for updating your topic ! Hope things hold up for you ! Good luck !

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