Errors: Unicast Maintenance Ranging - No Response received - T3 time-out;

[LucyV]

Hi there.

Having intermittant problems with my connectivity - drops about every 20 minutes, green light to the cable signal goes red - have to reboot to make it work again, and the loop continues. Own cable modem and separate router. Netgear CM500. Comcast Xfinity performance 75. Had the modem / contract 3 years, been rock solid, but last three days problems out of the blue. No changes in my internet network or devices, although construction is occuring in my area (related?).

Adding some images of the errors from my cable modem. Am technical, but not about hardware.

I am worried about booking appointment from Comcast as they might charge me if it's my modem at fault. Anyone decypher these logs?

https://www.dropbox.com/s/ztxk32xwsuz2v01/connection.png?dl=0

https://www.dropbox.com/s/3zwlkgdyhlj5tgi/eventlog.png?dl=0

https://www.dropbox.com/s/9zejdiblcj5nawk/status.png?dl=0

Thanks

Lucy

[EG]

Please post the balance of the downstream channels. And you need to post the upstream channel stats as well.

[LucyV]

Sorry for my ignorance. Is that speedtest you mean?

https://www.dropbox.com/s/gf404349o8c8sul/speedtest.png?dl=0

[EG]

No. Please post the upstream channel power levels (like you posted the downstream channel power levels / numbers).

[LucyV]

I see! Here

https://www.dropbox.com/s/vjpyt9z814bslw0/upstream.png?dl=0

thanks

[LucyV]

Any idea what troubleshooting I should do?

If it helps, it died just over an hour ago and I made fresh screenshots of all the info in this folder.

https://www.dropbox.com/sh/d6ap38kjb19or53/AACoE93FWsK55G8CtroXxh5ca?dl=0

Thanks

[EG]

There is only one upstream channel that is locked in. There should be 3 to 5. This typically indicates an upstream / return path impairment of some sort. Typically it is noise ingress into the line(s) somewhere. First, try power cycling / re-booting the modem to see if it will refresh and lock on to more / cleaner upstream channels.

[LucyV · Accepted solution]

Thanks all.

Update: Xfinity came out. This is the story as told to me by the tech.

I had a "noise trap" on my line which had previously been applied by xfinity maintenance, to a pole out the back of my house. Tech said this happens when an area has a noise problem.. maintenance blocks the noise at the pole level, then eventually the noise-responsible home user gets degraded service, calls to get help, and is therefore is identified.

He said that the problem was my cable (from modem to wall) which was not RG-6. Oddly my cable has RG-6 printed on it, but still... he replaced my cable with another one, and removed the noise trap from the pole. I now have all upstream channels and no more problems so far.

It's all been super interesting! Good luck everyone else. 🙂

Thanks! 

[EG]

Yep. A noise trap will do that too. Hope things hold up for you. Good luck !