Upstream ranging problems
I need some help figuring out if a problem I’m having is Xfinity or my equipment, looking for some help.
Last week we had a brief outage in the afternoon. The internet was out and the TV signal froze on the TV. When I tried using the remote, I got an error message that there was trouble connecting to the internet. Within a half hour service came back. However, later I noticed the upstream light on the cable modem (NETGEAR C6250-100NAS) was blinking. It has done that constantly since the outage. The internet has seemed a bit sluggish but I have not noticed any lengthy outages. The event log shows a constant series of these error messages:
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=3c:37:86:f0:0b:a0;CMTS-MAC=00:01:5c:68:a8:74;CM-QOS=1.1;CM-VER=3.0;
16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=3c:37:86:f0:0b:a0;CMTS-MAC=00:01:5c:68:a8:74;CM-QOS=1.1;CM-VER=3.0;
Found some forum posts related to these errors that recommended checking cables. I put on new cable from splitter to modem and when that didn’t work installed new splitter. Same problem. And the modem can take a few to 20 minutes to connect to the gateway. The internet light stays completely off for this time, then finally starts blinking and steadies.
When changing the splitter, I powered off the cable box. It took several reboots of the cable box to get the TV signal to come on. I kept getting error messages that there was trouble connecting and to check cables. After three or four tries, it connected. This is the only problem I’ve had with the TV side.
I also went to the Xfinity support page that does troubleshooting. It first showed the internet ok but status unavailable for the TV. I refreshed the page several times and the results varied. Sometimes both ok, sometimes internet showed a problem but TV ok, sometimes reversed. When I clicked on modem restart, it said a signal was sent, but the modem never restarted.
As I said, even though I don’t have service outages, something is wrong. I spoke with an agent but it didn’t go well. I was on for about 20 minutes but mostly I couldn’t tell what the tech was doing. He kept talking about problems getting connected or the system, maybe trying to restart my modem. I’m not sure he understood my problem. But the call was dropped before anything was resolved and he never called back.
Looking for advice on next step.