Constant jitter and packet loss and modem error "No Ranging Response received - T3 time-out"

I have been having issues with the internet for months on end and xfinity has sent out three or four techs in the past months who are unable to identify the issue. The modem has shown this same error "No Ranging Response received - T3 time-out" for months on end, spitting out dozens of the same error every day. The first tech replaced the outside line and changed where the line is grounded and that is about it so far. The other ones go through tests at the line and inside the house and cannot find the issue. The most recent one said I should replace the modem, so I did that and there was no change. I would really like to get an idea of what to tell the next person out so it is not the same conversation where I explain everything to another tech who doesn't understand how to resolve the issue. Months of issues, dozens of hours trying to work with xfinity, and hundreds of hours of my own trying to figure out the issue. At what point is xfinity going to send out someone who will actually fix the issue? Ridiculous to pay for a service that has been constantly broken for months. Can someone help me here with this specific error on my modem so I don't have to get told in direct messages to schedule a tech to come out who will do the exact same tests as everyone else? Seems xfinity likes to offer that as their only solution even though that clearly has not been working.

Responses

XfinityMarshante

Official Employee

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185 Messages

2 days ago

Hello @zum350, Thank you for taking the time out of your day to leave a post. Sorry to hear that you are having service interruptions. I see you stated you have had 3 technicians out and have replaced the modem, but the issue is still present. When the issues occur is it the same time every day or is it random? The coax cable that is connected to the modem is it going through a splitter or directly connected to the outlet?

zum350

Visitor

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4 Messages

@XfinityMarshante It is going directly to the outlet and it happens all throughout the day. Would it be possible to do the following as was done in another thread?

"There are other signal stat values 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 (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check 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 those upstream receive signal stats.

You should get a reply here in your topic. Good luck !"

https://forums.xfinity.com/conversations/your-home-network/random-discconnects-wondering-of-modem-is-at-fault-need-help/6560637f77f85943103057cf

6 hours ago

XfinityLinda

Official Employee

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1.9K Messages

@zum350, we can definitely take a look at your modem logs. Please send us a Direct Message with your full name and complete service address. We look forward to hearing from you.

To start a Direct Message: Click "Sign in" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message.

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5 hours ago

Your Home Network

zum350

Constant jitter and packet loss and modem error "No Ranging Response received - T3 time-out"

XfinityMarshante

zum350

XfinityLinda

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