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SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time-out

Contributor

SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time-out

Hi yall!

 

I just purchased and installed a new motorola MG7550 gateway/router to replace my rented comcast equipment. After my self install and activating my service on the new modem for a few days I've had a few periodic service outages. My symptoms are such that my connectivity (on the local network and to the internet) on hard-wired OR wifi (2.4 and 5ghz bands) will lock up and the modem/router will become unresponsive (meaning unable to reach 192.168.0.1) for 15s-90s and then it'll recover and be back to normal. I just checked my cable run from the outlet to the modem and it was slightly loose at the wall so I tightened it up and ensured there was no tension or sharp bends in the coaxial cable.

 

I have included a screenshot of my bonded channels up and downstream and they appear to be within normal parameters (ideal, even) but I have been having a number of these SYNC and ranging response errors since installing the new modem. I have also included a screenshot of the event log of the modem which is essentially the lifetime log of the modem as I only installed it last sunday. I actually had such an event WHILE I was typing this post up so it would appear my minor fix to my cable connection to the wall wasn't the source of my pain.

 

Do yall have any ideas as to what may be ailing me?

 

Images at https://imgur.com/a/4rXoV and added to this post.Lksv6wCIYuYt2U

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Bueller? Bueller? Bump.

 

I see that there's a number of views but no posts to help me dig into my issue! Xfinity plz, this issue is driving me insane!

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Update with new information from a surprisingly pleasant call to xfinity support:

 

I was able to verify that upstream and downstream signal power, SNR, and ICFR measurements were within spec and that the line does not appear to be the issue. That said, because of how their system monitoring stuff works they can't look at data for a network device, specifically my modem, until after a week it was on active. So, the CSR I spoke with suggested I call back on Monday and ask to be transferred to the "wireless gateway department" when speaking to the tier I CSR so I can skip the script and normal troubleshooting.

 

I'm still having the intermittent service outages and it's driving me CRAZY since it's interrupting my work ssh sessions enough to be annoying AND it's keeping me from being able to play an entire session of a game uninterrupted Smiley Sad

 

On the bright side, I feel like I've still got a thread to pull on until Monday in the form of engaging motorola hardware support. Hopefully they'll have some hardware-side checks I can do.

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

I have viewed your post a few times, here's what I whould do....

1. Factory reset the motorola router/gateway, that's it!

Expert

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

A lot of T3 errors do indicate an Upstream problem. There is a chance the representative might have told you the wrong numbers, not a surprise, and you might need a tech.


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Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Ok, so I just did a factory reset of the modem and the first thing in the log is:

 

"

 No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4d:f9:ac;CMTS-MAC=00:01:5c:a5:64:4c;CM-QOS=1.0;CM-VER=3.0; "
Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

From what I was told, there is nothing to worry about if you see one or two a day like I do. It's when there is a lot of these errors which will cause the modem to reset itself. So if everything is working as it should, and your signal levels are in tolerence, you're fine.

Expert

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time


@spongebob2004 wrote:

From what I was told, there is nothing to worry about if you see one or two a day like I do. It's when there is a lot of these errors which will cause the modem to reset itself. So if everything is working as it should, and your signal levels are in tolerence, you're fine.


They stated this...;

 

"I'm still having the intermittent service outages and it's driving me CRAZY since it's interrupting my work ssh sessions enough to be annoying AND it's keeping me from being able to play an entire session of a game uninterrupted Smiley Sad"

 

OP. The downstream power is on the marginal / high side. Ever notice if the upstream power intermittently fluctuates higher in to the 51-52 dB area ?



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Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Oh dangit I didn't mean to select that as the best answer. Still learning this forum system. I meant to quote you.

 

My upstream power has consistently been on the high end but never above 48 as far as my monitoring has gone. I'm going to contact motorola support today and see if they can help me out.

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Just got off the phone with motorola technical support and they think I may have a hardware issue and I need to return it for a new one. As one last troubleshooting step I did another factory reset and if I have the issue again I'll go swap it out at the retailer I bought it at.

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Ok, so I have swapped out the mg7550 for a new one at my local microcenter per motorola support's suggestion. Service is activated again and I'm on the lookout for more outages. One thing I noticed is that I am getting the same SYNC timing sychronization failure and no ranging response receieved failures on bootup that I was getting with the old hardware. Picture included below. I REALLY hope that I can ignore those errors and I've fixed the root cause with a hardware swap.

 

https://imgur.com/a/kigNQ

 

 

EDIT: for sake of thoroughness, here's the signal strength with the new modem. Everything looks good there on my end.

 

https://imgur.com/a/TFhNa

Expert

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time


@david_coon wrote:

One thing I noticed is that I am getting the same SYNC timing sychronization failure and no ranging response receieved failures on bootup that I was getting with the old hardware.


Those are normal and inevitable on bootup / ranging mode. Any of the errors where it states "Time Not Established" can / should be ignored.



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Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time


@EG wrote:

@david_coon wrote:

One thing I noticed is that I am getting the same SYNC timing sychronization failure and no ranging response receieved failures on bootup that I was getting with the old hardware.


Those are normal and inevitable on bootup / ranging mode. Any of the errors where it states "Time Not Established" can / should be ignored.


Huh TIL, thanks for the info! Thanks for following me on their journey lol. I'm really hoping I'm done with tech supporting myself, I have my own customers to assist!

Expert

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Quite welcome. Best of luck with it !



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Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Update: I just had another network freeze incident. New MG7550 is still having the same problems as the old.

 

A coworker of mine has a docsis 3 surfboard that I can use as an additional troubleshooting device to try and isolate either my model of device or my line from comcast. I'm getting it from him tomorrow to test further. Man is this what Sisyphus felt like??

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

No new data to show yet, but I've set up a network monitoring system on a raspberry pi using simplemonitor that's pinging 192.168.0.1 (router's IP), 8.8.8.8 (google DNS), and 75.75.75.75 (comcast DNS) every 15 seconds over an ethernet connection to the router/modem and logging any errors with UNIX timestamps. I've already captured a couple network events but haven't had a chance to look at the logs yet. I'm hoping having some data will help the comcast tech isolate a possible line issue or source of interference.

 

I'm hoping to correlate some network signal from comcast to my outage events as it seems like something is causing my modem to do a soft-reboot every so often since even the local networking goes down during a networking event. My monitoring that I'm running over the weekend should capture a good number of events and hopefully reveal a pattern.

 

EDIT: Also, I'm going to hold off on doing a hardware swap again to my coworker's surfboard modem until after the comcast tech comes so I'll have as many variables as possible isolated.

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Ok, so the Comcast technician came out and did a very thorough inspection of all of my wiring, replaced a few mildly oxidized connections and tightened up a few connections that were barely finger-tight. I do see an improvement in my signal strength and SNR but neither the tech nor myself think that fixed whatever underlying issue there was.

I restarted my monitoring and left for work for the day and we'll see if the issues persist when I get home today. If the issues persist, the technician suggested trying a discreet modem like a surfboard or something to see if it's just my particular model of modem/gateway (MG7550) that's problematic with Comcast, despite it's certification.
Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Ok, so two updates in one day! What excitement! I have had a number of outage incidents throughout the day according to my logging and I have encountered several in-person since getting home. I contacted customer support again and got transferred to a wireless gateway specialist and we validated again (hooray required running through scripts) that my signal strengths were good but after mentioning T3 timeouts the representative on the line pulled up some logs on their end and found logged T3 timeouts within their logs as well. After seeing that she immediately scheduled another technician to visit tomorrow afternoon. I think the technician visiting tomorrow is going to be plugging their line diagnostic device into the wall for a period of time and trying to capture whatever the network is sending when I have one of my service hiccups.

 

It's INCREDIBLY FRUSTRATING that I still haven't gotten to a resolution on this issue but comcast seems to be doing their best to work with me on it. I'm hoping this next technician tomorrow is able to capture a T3 timeout or other abberant network event so they'll have some data in their hands to use.

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Second comcast tech came out today and spent about an hour on his phone with comcast infrastructure people and he said everything looked 100% green on their end. I guess the last possible point of failure is a bad motorola configuration from comcast, as I've seen an number of other threads in these forums having similar symptoms to me with motorola modems. Back to microcenter I go, and comcast should really take a look at their motorola software packages.

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Wow. I'm now fairly convinced there is a deep issue hidden somewhere upstream of me.

 

I swapped out my MG7550 for a TP Link CR1900 today, thinking it may be a possible manufacturer level issue with firmware or something. The CR1900 is a 24x8 DOCSIS 3.0 modem and I have 24 bonded channels down and 4 up. All solid signal strength and SNR, but only four up channels available. This is a brand new, better, and different manufacturer modem than the MG7550, and I am STILL HAVING THE SAME ISSUE AHHHHHHHHHHHH!!!!!!!!! I looked in the system logs and sure enough, more T3 timeouts. There is absolutely something screwy upstream of me and I have isolated every possible variable that I can and comcast doesn't seem able to help me get this fixed. I am about to start pulling hair out.

 

You can find the images of connection strengths and system log here https://imgur.com/a/eR7ZA

 

Can anyone possibly help me out with this? I feel like I've done everything that I can within my power to stablize my internet connectivity.

Expert

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

FWIW, 4 upstream channels are the maximum that Comcast currently provides anywhere.


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Expert

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Hi @david_coon,

 

Your signal levels look amazing, at least the ones we can see. Since you've had tech visits and swapped your modem, I think we need to escalate this and see if we can get to the bottom of the issue.

 

I've asked a Comcast employee to help you. You should 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.


I am not an employee.
Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time


@Nerdburg wrote:

Hi @david_coon,

 

Your signal levels look amazing, at least the ones we can see. Since you've had tech visits and swapped your modem, I think we need to escalate this and see if we can get to the bottom of the issue.

 

I've asked a Comcast employee to help you. You should expect a reply in this thread. 

 


Thank you so much for helping me get some additional support! I have since re-configured my raspberry pi monitoring with simplemonitor to point to the new subnet for the router (192.168.1.0/24 rather than 192.168.0.0/24 on the motorola) this morning in an effort to collect more data. Thankfully I haven't seen any service interruptions this morning but if any occur for the forseeable future I'll have timestamped data with 15 second granularity on when it occurred. There's no new noise in the system logs for the modem at least.

 

EDIT: I have now captured another network event with my monitoring with the EXACT same symptoms where the entire system rebooted, bringing down my local network and access to the outside internet. Help me comcast, you're my only hope. 

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

I have now called comcast support AGAIN and mercifully was connected to a technician who believed me without too much convincing. He was able to correlate an event that I had captured today at 12:53 CST to an outage event in comcast's logs and saw that I have had line technicians out TWICE in the last week without a resolution. He said he would try to get a senior technician to me on Sunday, if not tomorrow, depending on a waitlist. I'm really hoping I'm making progress here since I've been logging since I first started noticing the issue and the senior technician will hopefully be able to access more information than other technicians who have visited me. The biggest thing I can say throughout this entire process is that it appears that I am having a genuinely novel problem that comcast hasn't encountered before. I'm really hoping that through thoroughly documenting my steps here I'm able to prevent someone else's nightmare in the future.

Official Employee

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Hi David, apologies for your experiences with your internet service. I can review and follow up on your technician visit,  please send me a private message with your account information (your name, address and account number). 

 

Thank you

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Update: I had a technician visit scheduled for today, but before he came out he took at look at all of my signals and did a bit of monitoring on his end and did note a modem reset early this morning that was not scheduled or requested but the technician stated that there didn't appear to be anything wrong with my networking or my connectivity to upstream comcast infrastructure and there wasn't a whole lot he would be able to do besides check everything that the other techs had checked. In the end because I had mentioned that part of my frustration was my working from home being interrupted by the service interruptions (cutting VPN sessions, ssh sessions, and remote desktop sessions) he said that I should upgrade to business class service because it has higher service SLA's and a different set of standards it's held to. I am very hesistant to engage in a more expensive tier of service with half the speed of what I currently have if I have been having this ongoing issue, because from my experience so far all that will result in is a higher frequency of technicians coming out and saying everything looks fine without resolving my service issue when I have logs and data proving that I have been having service interruptions, all while getting charged for each technician visit to check the exact same thing as the last technician.

 

I truly do feel that I have been treated with respect and honesty by all the comcast staff that I have spoken to and have been impressed with the professionalism and courtesy of the technicians I have interacted with, but I really just want my service to be up and stable lol.

Expert

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time


@david_coon wrote:

....all while getting charged for each technician visit to check the exact same thing as the last technician.

 


Make sure you let @ComcastPhill know about this. They should be giving you credits for each visit after the first, not charging you.


I am not an employee.
Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time


@Nerdburg wrote:

@david_coon wrote:

....all while getting charged for each technician visit to check the exact same thing as the last technician.

 


Make sure you let @ComcastPhill know about this. They should be giving you credits for each visit after the first, not charging you.


I did, that message is basically what I sent Phil with the personal information stripped out

Expert

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time


@david_coon wrote:

he said that I should upgrade to business class service because it has higher service SLA's and a different set of standards it's held to. I


FWIW, their DOCSIS coax cable based Business Class service really doesn't have an SLA say compared to the type that a Telco's T1 or a DS3 circuit service has. And it uses exactly the same infrastructure that residential service uses. The one true advantage that it does have is that if there are service problems, there is a faster technician response time.



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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!
Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

I sent Phil a message on Saturday per his request and provided the information he asked for and I still have not heard back. I feel like I have been exceptionally patient and understanding in troubleshooting this but I am really starting to feel neglected as a customer with a documented issue with my service.
Official Employee

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Hi david_coon, I have responded to your private message.

 

Thank you

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time


@ComcastPhill wrote:

Hi david_coon, I have responded to your private message.

 

Thank you


Thanks Phil! Also small update: the service interruptions I've been experiencing have continued since getting the new CR1900 gateway. I still have my monitoring going and capturing all of these events. I may parse the log out into a CSV and do some data viz on it and post the results in here.

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

I saw that someone's post on this thread commenting they've had a similar issue for the last several weeks was moved and it's a shame to see over-moderation stifling our ability to connect datapoints between different users to possibly reveal a greater, more systemic issue.

 

As far as my service goes, I am still having issues. My log file has grown to 2334 lines total, meaning I've had somewhere around at least 600 service interruptions and each interruption generates 2 to 3 lines in my log, discounting when I had a tech over and he disconnected my line before I temporarially paused my monitoring.

 

I've done quite a bit of verifying that the signal strength is fine to my modem. I don't think that's the issue. I suspect that there is abberant data coming in on that signal that is causing my modem to enter a "panic" state and do a software reboot. I have still been having this issue since I first reported it in my forum post, and my logging has been running all the time since then capturing each outage event. 

 

Again, to outline my symptoms: my modem freezes up and wired network traffic stops along with the broadcast of my wireless networks. The "uptime" on the modem resets to zero. Then it self-heals within 30-60 seconds typically because of the modem software rebooting.

 

My network monitoring is a daemon process running on a device connected via ethernet to the modem/router that pings the modem/router's IP, the google main DNS, and the comcast main DNS (192.168.1.1, 8.8.8.8, and 75.75.75.75 respectively) every 15 seconds and logs a failure along with a UNIX timestamp.

 

My last 20 lines of the log are:

1520615914 google-dns-ping: failed since 2018-03-09 17:18:34; VFC=1 (Command '['ping', '-c1', '-W5', '8.8.8.8']' returned non-zero exit status 1) (5.040s)
1520619586 xfinity-dns-ping: failed since 2018-03-09 18:19:36; VFC=1 (Command '['ping', '-c1', '-W5', '75.75.75.75']' returned non-zero exit status 1) (5.040s)
1520619586 LAN-connectivity: failed since 2018-03-09 18:19:41; VFC=1 (Command '['ping', '-c1', '-W5', '192.168.1.1']' returned non-zero exit status 1) (5.040s)
1520619586 google-dns-ping: failed since 2018-03-09 18:19:46; VFC=1 (Command '['ping', '-c1', '-W5', '8.8.8.8']' returned non-zero exit status 1) (5.041s)
1520624412 xfinity-dns-ping: failed since 2018-03-09 19:40:02; VFC=1 (Command '['ping', '-c1', '-W5', '75.75.75.75']' returned non-zero exit status 1) (5.040s)
1520624412 LAN-connectivity: failed since 2018-03-09 19:40:07; VFC=1 (Command '['ping', '-c1', '-W5', '192.168.1.1']' returned non-zero exit status 1) (5.039s)
1520624412 google-dns-ping: failed since 2018-03-09 19:40:12; VFC=1 (Command '['ping', '-c1', '-W5', '8.8.8.8']' returned non-zero exit status 1) (5.040s)
1520627264 xfinity-dns-ping: failed since 2018-03-09 20:27:35; VFC=1 (Command '['ping', '-c1', '-W5', '75.75.75.75']' returned non-zero exit status 1) (5.040s)
1520627264 google-dns-ping: failed since 2018-03-09 20:27:44; VFC=1 (Command '['ping', '-c1', '-W5', '8.8.8.8']' returned non-zero exit status 1) (5.040s)
1520630366 xfinity-dns-ping: failed since 2018-03-09 21:19:25; VFC=1 (Command '['ping', '-c1', '-W5', '75.75.75.75']' returned non-zero exit status 1) (5.040s)
1520631263 xfinity-dns-ping: failed since 2018-03-09 21:34:15; VFC=1 (Command '['ping', '-c1', '-W5', '75.75.75.75']' returned non-zero exit status 1) (5.040s)
1520631549 xfinity-dns-ping: failed since 2018-03-09 21:39:03; VFC=1 (Command '['ping', '-c1', '-W5', '75.75.75.75']' returned non-zero exit status 1) (5.067s)
1520632333 xfinity-dns-ping: failed since 2018-03-09 21:52:13; VFC=1 (Command '['ping', '-c1', '-W5', '75.75.75.75']' returned non-zero exit status 1) (5.078s)
1520632354 xfinity-dns-ping: failed since 2018-03-09 21:52:13; VFC=2 (Command '['ping', '-c1', '-W5', '75.75.75.75']' returned non-zero exit status 1) (5.040s)
1520636103 xfinity-dns-ping: failed since 2018-03-09 22:54:53; VFC=1 (Command '['ping', '-c1', '-W5', '75.75.75.75']' returned non-zero exit status 1) (5.040s)
1520636103 LAN-connectivity: failed since 2018-03-09 22:54:58; VFC=1 (Command '['ping', '-c1', '-W5', '192.168.1.1']' returned non-zero exit status 1) (5.041s)
1520636103 google-dns-ping: failed since 2018-03-09 22:55:03; VFC=1 (Command '['ping', '-c1', '-W5', '8.8.8.8']' returned non-zero exit status 1) (5.040s)
1520636124 xfinity-dns-ping: failed since 2018-03-09 22:54:53; VFC=2 (Command '['ping', '-c1', '-W5', '75.75.75.75']' returned non-zero exit status 1) (5.040s)
1520637619 xfinity-dns-ping: failed since 2018-03-09 23:20:09; VFC=1 (Command '['ping', '-c1', '-W5', '75.75.75.75']' returned non-zero exit status 1) (5.040s)

 

I have been through the grinder on this thing man. I have data that there is an issue. I have had this issue with the exact same symptoms with two Motorola MG7550 units and now a TPLink CR1900 so I am reasonably sure that this is not a hardware issue on my end as it is now on its THIRD iteration of hardware.

 

Is there anything comcast can do besides look at my signal strength and say "yup, that's within spec" and not actually dig any deeper?

Official Employee

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Hi David_coon, I have responded to your private message.

 

Thank you

New Poster

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Good luck.  I've been having this problem since July 2017.  3 different modems, two different routers, phone calls, etc.

 

If they do resolve it (though I'm extremely skeptical), please post details of what they said and did in the end so we can recount the effort to the next technician / service rep we speak to who says "everything looks fine".

 

They're also now injecting service notices into browsing sessions, while continuing to expand their blocking of vpn services.  A GREAT company.

 

 

New Poster

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

So is this still not resolved?

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time


@runninjenny wrote:

So is this still not resolved?


This still is unresolved. It's still terrible. I think comcast is working on sending out another tech to check the lines, same as the last three techs that have visited me. I'm sure they'll find the exact same thing that the line is sound, but there is something upstream causing my modem to enter a panic state, and then stop looking. At least that's been my experience for the last month and a half or so.

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time


@david_coon wrote:

@runninjenny wrote:

So is this still not resolved?


This still is unresolved. It's still terrible. I think comcast is working on sending out another tech to check the lines, same as the last three techs that have visited me. I'm sure they'll find the exact same thing that the line is sound, but there is something upstream causing my modem to enter a panic state, and then stop looking. At least that's been my experience for the last month and a half or so.


Whelp, comcast tech failed to arrive today and the exceptionally nice lady working dispatch, Kim, kelped me out with getting a new appointment scheduled tomorrow morning. It's really disappointing for comcast to live down to their reputation as far as customer support and resolving issues in a timely manner. I have been having this issue for nearly two months now documenting the troubleshooting process in excruciating detail in your forums and I have yet to have relief for my technical issues.

 

As far as customer experience goes, I would actively warn anyone I talk to from using comcast's services. This has been an exceptionally terrible experience AND I HAVE STILL BEEN CHARGED FOR REDUNDANT TECHNICIAN VISITS THAT DID NOT SOLVE ANYTHING!!! I am so utterly disappointed in how this has been handled and the apparent lack of any sort of sense of urgency on the part of comcast in doing any investigative work to troubleshoot.

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Holy smokes the new tech stuck around and did some monitoring on my signal channels and found some new data! 

 

Apparently while my signal strengths are good, he did observe a number of channel drops where they would fall to the 5-10 range in SNR and then completely switch channels to resolve. After talking with him for a few minutes, I speculated that this could be the cause of my intermittent issues and my modem going into a panic state as the modem may be observing the channels thrashing and trying to switch to a better channel which is also thrashing, causing the modem to lock up and eventually reboot.

 

The tech said he is going to contact maintenance to come out and triage the channel drop issue and HOPEFULLY that will lead to a resolution on this issue. I'll be sure to keep this thread updated for future customers potentially having the same issue.

Expert

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

I'd let @ComcastPhill know what's happening, so he can follow up and verify the repairs. 


I am not an employee.
Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time


@Nerdburg wrote:

I'd let @ComcastPhill know what's happening, so he can follow up and verify the repairs. 


I sent him a PM, here's hoping that this can resolve these issues. It's not that I don't like yall guys but I'd much rather be coming to these boards to say how happy I am with my service than bemoaning how bad it's been 

Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

So I haven't heard from anyone at comcast so far. I called in to ask about the status of the maintenance request the technician said he would submit on my behalf, and it turns out he never scheduled it. COLOR ME SHOCKED!!

 

This is getting ridiculous. I have to do EVERYTHING just to get comcast to follow through on what is basic stuff here.

 

In addition, I noticed that I'm still getting charged a rental fee for equipment that I returned a on February 20. I'm glad I kept my receipt but this is simply unbelievable how slapdash and shoddy comcast's support has been in my experience in troubleshooting and attempting to resolve this.

Official Employee

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Hi david_coon, I am looking into this further for you and have responded to your private message.

 

thank you

Expert

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time


@david_coon wrote:

@Nerdburg wrote:

I'd let @ComcastPhill know what's happening, so he can follow up and verify the repairs. 


I sent him a PM, here's hoping that this can resolve these issues. It's not that I don't like yall guys but I'd much rather be coming to these boards to say how happy I am with my service than bemoaning how bad it's been 


All things considered, you've been pretty patient. Comcast does have a special way of making its own customers bang their head against the wall sometimes.  But hang in there a little longer @ComcastPhill is a corporate employee and he has a great history of getting this stuff resolved. 


I am not an employee.
Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

So, the new technician came and tried to capture the same data as the Tuesday tech (who of course didn't take notes or document his findings anywhere, because that would be helpful and can't have that) and was unable to capture a network event so his hands were tied as far as actually getting maintenance to take a look at things. So, I'm back to using comcast equipment again and not having the home networking setup that I would like (and I should be able to use, since I bought comcast-certified equipment) as a troubleshooting step to see if I still have the same issues running on a comcast modem. 

 

I've reconfigured my monitoring and have it running again so I guess we'll see what happens.

 

Anecdotally I feel like comcast puts barriers in place to prevent users from bringing their own equipment through the use of firmware that just is a little buggy for modems or can't handle some network weirdness, that the purpose-built comcast modems can handle. It's incredibly frustrating and I would argue predatory, as the comcast equipment really takes any sort of customer choice or agency away in forcing you to pay for comcast's xfinitywifi coverage and forcing you to use their DNS servers so they can arbitrarially slow down your netflix connection or spy on your browsing habits.

 

Here's to more fun headaches with comcast as I continue to triage this.

 

EDIT: Oh and the best part about this is since it's outside of my 30 day return window for my own equipment, I'm now stuck with a $200 very nice and fully featured modem/router combo that's as good as a brick on comcast's network. Just a cherry on top of this wonderful experience.

Expert

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

I would check for the manufacturers’s warranty.


I am not a Comcast Employee.
I am just a customer, 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.

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Contributor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

There is nothing defective with my hardware though. I suspect Comcast is sending it a buggy configuration file, since your ISP controls the modem config. Which is why I'm stuck with the hardware
New Poster

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Hi Mr. Coon, Eric here.

 

I live in Houston, and I am having the same issues with a Docis3 Netgear CM700.   I've done about the same about of work and documentation as you have.

 

Completely out of sorts here.

 

Eric

Eric C. Lindberg
Regular Visitor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

I have a similar problem. And I honestly think the reps are doing their best (all 15 of them I've interacted with in the last week), but Xfinity has set them (and us) up to fail. The reps don't get the tools, knowledge, or permissions to fix anything. For years I've had pretty solid service with Xfinity/Comcast, but lately my services are unreliable at best, and nobody seems to know why or how to fix them. My contact is up soon. I not going to renew for the first time in like twenty years.
Regular Visitor

Re: SYNC Timing Synchronization failure - Failed to acquire, No Ranging Response received - T3 time

Any resolution to the similar situations of david_coon or tfulkerson or OnTheFly1 ?

 

XFinity 400/10 servie and I'm having same issue with my SB8600 (intermittent modem lockups... green flashing arrows instead of blue, must reset modem to resolve).   Tech visits find all my lines are great etc.  One did have a suspicion about "a mess out on the pole".   Reading the horrible experiences of others with this kind of problem, I might just cut my losses and switch back to FIOS which was rock steady (they had just jacked up the price when my promo agreement ran out.)

 

Comcast does have fiber in my area although right now they are still charging like $500 for the install (my FIOS install a decade ago was free!)