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Intermittant loss of connection with "No Ranging Response received - T3 time-out"

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Regular Visitor

Intermittant loss of connection with "No Ranging Response received - T3 time-out"

Hi all, I'm having issues with my modem losing connection randomly. It can occur for a few seconds up to several minutes. Most of the time it comes back on it's own, but I have power cycled (unsure if it came back independently of the power cycle while the modem was booting up). I looked into my modem logs and I have them all posted below. I have visually inspected the line to my modem (runs around the outside of the house, estimated at about 70-100ft, then it ends at the Comcast box on my outside wall, which has a single joiner (I don't have TV service or any other taps in the house active besides what goes to the modem, so no splitters at all) then it goes underground to the plant (about 30-40ft and I have the Comcast plant in my backyard for my neighbors and myself.

 

I have attempted to work with Comcast support via chat and phone, but it doesn't go past "It's working now, not sure of the issue" from the front line folks. Any ideas on if this would be something that can be escalated?

 

Issues in the log below:

2020-08-12, 20:14:27

2020-08-10, 11:08:02

 

Cable Connection

 

 

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Frequency start Value

 

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

 

Starting Frequency

 
 
  

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

597000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Security

Enable

BPI+

IP Provisioning Mode

Honor MDD

IPv6 only

 
  

Downstream Bonded Channels

 

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR / MER

Unerrored Codewords

Correctable Codewords

Uncorrectable Codewords

1

Locked

QAM256

32

597000000 Hz

7.1 dBmV

44.0 dB

1910356690

769

2155

2

Locked

QAM256

8

453000000 Hz

7.0 dBmV

44.5 dB

1908897406

865

2650

3

Locked

QAM256

9

459000000 Hz

6.9 dBmV

44.4 dB

1908900223

928

2569

4

Locked

QAM256

10

465000000 Hz

7.0 dBmV

44.4 dB

1908903549

847

2609

5

Locked

QAM256

11

471000000 Hz

6.9 dBmV

44.2 dB

1908908538

869

2586

6

Locked

QAM256

12

477000000 Hz

7.0 dBmV

44.4 dB

1908911281

793

2600

7

Locked

QAM256

13

483000000 Hz

7.0 dBmV

44.4 dB

1908916255

797

2557

8

Locked

QAM256

14

489000000 Hz

7.2 dBmV

44.6 dB

1908918084

788

2520

9

Locked

QAM256

15

495000000 Hz

7.0 dBmV

44.4 dB

1908928066

841

2505

10

Locked

QAM256

16

501000000 Hz

7.0 dBmV

44.3 dB

1908932368

846

2438

11

Locked

QAM256

17

507000000 Hz

7.3 dBmV

44.4 dB

1908935363

896

2376

12

Locked

QAM256

18

513000000 Hz

7.3 dBmV

44.2 dB

1908939753

850

2401

13

Locked

QAM256

19

519000000 Hz

7.2 dBmV

44.2 dB

1908943613

870

2247

14

Locked

QAM256

20

525000000 Hz

7.1 dBmV

44.3 dB

1908947151

836

2355

15

Locked

QAM256

21

531000000 Hz

7.3 dBmV

44.3 dB

1908951580

798

2205

16

Locked

QAM256

22

537000000 Hz

7.3 dBmV

44.3 dB

1908955320

886

2208

17

Locked

QAM256

23

543000000 Hz

7.1 dBmV

44.4 dB

1908967309

782

2205

18

Locked

QAM256

24

549000000 Hz

6.9 dBmV

44.3 dB

1908970763

756

2160

19

Locked

QAM256

25

555000000 Hz

7.0 dBmV

44.3 dB

1908975014

775

2122

20

Locked

QAM256

26

561000000 Hz

7.1 dBmV

44.1 dB

1908977405

849

2194

21

Locked

QAM256

27

567000000 Hz

6.5 dBmV

43.9 dB

1908982214

763

2151

22

Locked

QAM256

28

573000000 Hz

6.5 dBmV

43.9 dB

1908986231

725

2149

23

Locked

QAM256

29

579000000 Hz

6.9 dBmV

44.0 dB

1908988519

803

2121

24

Locked

QAM256

30

585000000 Hz

7.2 dBmV

43.9 dB

1908992935

817

2120

25

Locked

QAM256

31

591000000 Hz

7.1 dBmV

44.2 dB

1908996723

810

2077

26

Locked

QAM256

33

603000000 Hz

7.4 dBmV

44.0 dB

1909001683

763

1985

27

Locked

QAM256

34

609000000 Hz

7.4 dBmV

44.2 dB

1909004677

767

2146

28

Locked

QAM256

35

615000000 Hz

7.3 dBmV

43.7 dB

1909008060

827

1937

29

Locked

QAM256

36

621000000 Hz

7.0 dBmV

44.0 dB

1909011599

734

1886

30

Locked

QAM256

37

627000000 Hz

7.0 dBmV

43.9 dB

1909012205

786

1924

31

Locked

QAM256

38

633000000 Hz

7.0 dBmV

43.9 dB

1909014254

794

1846

32

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

0

 
  

Upstream Bonded Channels

 

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

1

Locked

ATDMA

5

36100000 Hz

46.0 dBmV

2

Locked

ATDMA

6

29600000 Hz

47.0 dBmV

3

Locked

ATDMA

7

23000000 Hz

46.5 dBmV

4

Locked

ATDMA

8

16500000 Hz

46.3 dBmV

5

Not Locked

Unknown

0

0 Hz

0.0 dBmV

6

Not Locked

Unknown

0

0 Hz

0.0 dBmV

7

Not Locked

Unknown

0

0 Hz

0.0 dBmV

8

Not Locked

Unknown

0

0 Hz

0.0 dBmV

 
  

Downstream OFDM Channels

 

Channel

Lock Status

Modulation / Profile ID

Channel ID

Frequency

Power

SNR / MER

Active Subcarrier Number Range

Unerrored Codewords

Correctable Codewords

Uncorrectable Codewords

1

Locked

0, 1, 2, 3

48

722000000 Hz

7.9 dBmV

42.5 dB

1228 ~ 2867

211946408

24558060

31

2

Not Locked

0

0

0 Hz

6.4 dBmV

0.0 dB

0 ~ 4095

0

0

0

 
  

Upstream OFDMA Channels

 

Channel

Lock Status

Modulation / Profile ID

Channel ID

Frequency

Power

1

Not Locked

Unknown

0

0 Hz

0 dBmV

2

Not Locked

Unknown

0

0 Hz

0 dBmV

 
  

Current System Time: Thu Aug 13 08:00:58 2020

 

System Up Time: 11:40:58

 
 

 

 

Show/Hide Help Center

 

Hardware Version

2.02

 

 

 

 

 

Firmware Version

V7.01.01

 

 

 

 

 

Cable Modem Serial Number

4L058BWC034F2

 

 

 

 

 

CM certificate

Installed

 

 

 

 

 

CM MAC

14:59:c0:f6:98:c8

 

 

 

 

 

 

 

 

      Clear Log              Refresh       

 

 

 
 

Time

Priority

Description

2020-08-12, 20:20:50

Notice (6)

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;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=14:59:c0:f6:98:c8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2020-08-12, 20:15:35

Critical (3)

16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-12, 20:15:35

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-12, 20:14:27

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;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=14:59:c0:f6:98:c8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2020-08-11, 17:13:30

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-11, 17:13:17

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-11, 17:13:03

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-11, 17:13:03

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-11, 17:13:03

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-11, 17:13:01

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-11, 17:13:00

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-11, 17:13:00

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-11, 17:09:17

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-11, 17:09:06

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-11, 17:08:41

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 19:12:53

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:12:10

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:11:58

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:11:55

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:11:54

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:10:21

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:09:32

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:09:00

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:08:30

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:08:02

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:07:58

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:07:53

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:07:53

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:07:49

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:07:48

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:07:45

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:07:44

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:07:43

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:07:42

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

2020-08-10, 11:07:42

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f6:98:c8;CMTS-MAC=00:01:5c:9e:54:5e;CM-QOS=1.1;CM-VER=3.1;

    

 

 

Highlighted
Frequent Visitor

Re: Intermittant loss of connection with "No Ranging Response received - T3 time-out"

Not an expert by any means...am having similar issues and have been investigating for a few days. A Motorola tech explained to me that the likely culprit is the SNR being too high. It should be between 38-42. Yours appear high as well. 

Highlighted
Expert

Re: Intermittant loss of connection with "No Ranging Response received - T3 time-out"

.@patrone84

 

Nah. The rep was wrong. The SNR can never be too high. The higher the better. Higher means less noise, not more.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Regular Visitor

Re: Intermittant loss of connection with "No Ranging Response received - T3 time-out"

Thank you. Hopefully I can get confirmation to help troubleshoot this.

 

I was reading up on the proper levels I should be seeing and was using this site as a reference.

https://pickmymodem.com/signal-levels-docsis-3-03-1-cable-modem/

It does mention a signal level for SNR being above 32 as good.

Highlighted
Expert

Re: Intermittant loss of connection with "No Ranging Response received - T3 time-out"

.@aaiceman

 

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) 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 can check the CMTS (Cable Modem Termination System) 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 !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

Re: Intermittant loss of connection with "No Ranging Response received - T3 time-out"

Hello patrone84, I'd be happy to assist you with getting your timeout issue resolved so that you can enjoy your data without interruptions. To get our journey started could you please send me a private message with your full name by clicking on my name (ComcastAmir) and then click "Send a message"?


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Expert

Re: Intermittant loss of connection with "No Ranging Response received - T3 time-out"


@ComcastAmir wrote:

Hello patrone84, I'd be happy to assist you with getting your timeout issue resolved so that you can enjoy your data without interruptions. To get our journey started could you please send me a private message with your full name by clicking on my name (ComcastAmir) and then click "Send a message"?


FWIW Amir, it is .@aaciceman who is the original poster.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

Re: Intermittant loss of connection with "No Ranging Response received - T3 time-out"

Hi aaiceman, I can help you as well. Just send me a private message with your full name and account number so that I can take a look at your signal levels. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Regular Visitor

Re: Intermittant loss of connection with "No Ranging Response received - T3 time-out"

Thanks! PM Sent.