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Intermittent connection issues/Numerous Modem error messages: Started Unicast Maintenance Ranging...

Regular Visitor

Intermittent connection issues/Numerous Modem error messages: Started Unicast Maintenance Ranging...

I am having intermittent packet loss issues which makes gaming and streaming videos impossible. I have an Arris SB6183 modem and a Netgear Nighthawk R6700 router. I have had a technician come out and he replaced a bunch of stuff on the outside of the house but the problem persists. i noticed a lot of error messages in my Arris modem log. Status and Event Log posted below (removed some of the mac address stuff). Any help would be appreciated.


Startup Procedure
Procedure Status Comment
Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 1 483000000 Hz -7.9 dBmV 39.8 dB 3 0
2 Locked QAM256 2 489000000 Hz -7.2 dBmV 39.9 dB 9 0
3 Locked QAM256 3 495000000 Hz -6.5 dBmV 40.1 dB 11 0
4 Locked QAM256 4 507000000 Hz -7.0 dBmV 38.9 dB 10 0
5 Locked QAM256 5 513000000 Hz -7.6 dBmV 39.8 dB 9 0
6 Locked QAM256 6 519000000 Hz -7.2 dBmV 39.9 dB 11 0
7 Locked QAM256 7 525000000 Hz -7.1 dBmV 39.9 dB 4 0
8 Locked QAM256 8 531000000 Hz -7.5 dBmV 39.8 dB 15 0
9 Locked QAM256 9 543000000 Hz -8.5 dBmV 39.3 dB 14 0
10 Locked QAM256 10 549000000 Hz -8.8 dBmV 39.2 dB 23 0
11 Locked QAM256 11 555000000 Hz -8.5 dBmV 39.2 dB 13 0
12 Locked QAM256 12 561000000 Hz -7.8 dBmV 39.5 dB 9 0
13 Locked QAM256 13 567000000 Hz -7.6 dBmV 39.6 dB 16 0
14 Locked QAM256 14 573000000 Hz -7.7 dBmV 39.6 dB 17 0
15 Locked QAM256 15 579000000 Hz -8.4 dBmV 39.2 dB 8 0
16 Locked QAM256 16 585000000 Hz -8.4 dBmV 39.2 dB 13 0

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 17300000 Hz 39.0 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 30100000 Hz 42.0 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 36500000 Hz 43.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 23700000 Hz 41.0 dBmV


 

 


Time Priority Description
Sat May 05 19:45:21 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Sat May 05 11:30:44 2018 Warning (5) Dynamic Range Window violation
Sat May 05 11:30:25 2018 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Sat May 05 11:30:05 2018 Notice (6) Neg Or Bad Reg Rsp - Reinitialize MAC...
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Sat May 05 11:28:53 2018 Critical (3) Resetting the cable modem due to docsDevResetNow
Sat May 05 11:22:54 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Fri May 04 14:03:17 2018 Critical (3) No Ranging Response received - T3 time-out
Fri May 04 14:02:56 2018 Critical (3) No Ranging Response received - T3 time-out
Fri May 04 14:02:54 2018 Critical (3) No Ranging Response received - T3 time-out

Accepted Solutions
Official Employee

Re: Intermittent connection issues/Numerous Modem error messages: Started Unicast Maintenance Rangin

Hello johnpav. I can assist in further troubleshooting your internet performance issues. Please send me a private message and include your full name and account primary phone number so I can access your equipment.


All Replies
Expert

Re: Intermittent connection issues/Numerous Modem error messages: Started Unicast Maintenance Rangin

I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 

 

FYI: They owe you a $20 credit for every tech visit after the first for the same problem.You can also get a credit for your service from the time you first reported the issue until it is resolved.



"Keepin' it clean since '09"
I am not a Comcast employee, just a moderator.
Expert

Re: Intermittent connection issues/Numerous Modem error messages: Started Unicast Maintenance Rangin

FWIW, the downstream power is on the weak side.

Regular Visitor

Re: Intermittent connection issues/Numerous Modem error messages: Started Unicast Maintenance Rangin


@EG wrote:

FWIW, the downstream power is on the weak side.



I also noticed the downstream power was weak but I read that the normal range is -15 to +15. What could be the source of the low power readings?

 

I also noticed some additional error messages this morning:

Time Priority Description
Sun May 06 06:35:39 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
Sat May 05 11:30:44 2018 Warning (5) Dynamic Range Window violation
Sat May 05 11:30:25 2018 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Sat May 05 11:30:05 2018 Notice (6) Neg Or Bad Reg Rsp - Reinitialize MAC...
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Sat May 05 11:28:53 2018 Critical (3) Resetting the cable modem due to docsDevResetNow
Expert

Re: Intermittent connection issues/Numerous Modem error messages: Started Unicast Maintenance Rangin

See this for the signal values. Note that this is not an exact science;

 

Check your signal levels

To view your modem’s status page go to http://192.168.100.1 or http://10.0.0.1

 

Specification      Min             Max
Downstream Power Level    
Cable Modems -10dBmV +10dBmV
Gateways and EMTAs -7dBmV +7dBmV
Downstream Signal to Noise Ratio 35dB -
Upstream Power Level +35dBmV +50dBmV
Upstream Signal to Noise Ratio 31dB -
Upstream Receive Power -2dBmV +2dBmV

 

Note: Not all modems will allow you to view the status page and some will have different URLs to access this info. If you are unable to access your modem’s status page, you can contact Comcast Customer Support and ask the support representative for these values.

 

dBmV

signals.PNGSignal levels from an Arris 6183Cable power levels are expressed as dBmV (decibel millivolts) or more accurately decibels relative to one millivolt. A millivolt is 1/1000 of a volt (10 -3 V or 0.001 V). dBmV is technically an expression of power in terms of voltage. We express it this way because we would be working with exceeding long numbers otherwise. In the simplest terms, a signal of 1 mV would be expressed as 0 dBmV. Stronger signals than 1 mV are express as positive dBmV values, while signals weaker than 1 mV are expressed as negative dBmV values.

 

Downstream

Theoretically the ideal downstream (Rx) or forward path level would be 0 dBmV. In real-world scenarios, it’s unlikely that modems would see 0 dBmV exactly. This is acceptable as long as the signal levels fall within the specified range. Negative values are no better or worse than positive values in the specified range.

 

Expert

Re: Intermittent connection issues/Numerous Modem error messages: Started Unicast Maintenance Rangin

Stuff that you can try if it applies;

 

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test


If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Regular Visitor

Re: Intermittent connection issues/Numerous Modem error messages: Started Unicast Maintenance Rangin


@EG wrote:

Stuff that you can try if it applies;

 

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test


If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


The line coming into the house is split into 3 different connections that go to different rooms in the house. The connection that comes in downstairs is then hooked to a 2 way splitter - one to the cable box and one to the modem. The splitter is labeled Extreme BDS102H. The tech that came out Friday spent 2 hours going over all the connections and replaced a few things outside the house. The problem still persists. 

 

I've had Comcast since 1992. This problem just started last Thursday, 4/26. I upgraded my modem recently - but it was a few weeks before that and it was working fine up until 4/26. I tried hooking up my old modem and tried a different router - all with the same results. Nothing else has changed on my end. 

Expert

Re: Intermittent connection issues/Numerous Modem error messages: Started Unicast Maintenance Rangin

Get the techs re-involved until it is fixed correctly. Good luck !

Regular Visitor

Re: Intermittent connection issues/Numerous Modem error messages: Started Unicast Maintenance Rangin

Thanks.:

 

Official Employee

Re: Intermittent connection issues/Numerous Modem error messages: Started Unicast Maintenance Rangin

Hello johnpav. I can assist in further troubleshooting your internet performance issues. Please send me a private message and include your full name and account primary phone number so I can access your equipment.