4 Messages
Frequent Unicast Maintenance Ranging Issue
We regularly lose internet for 3-5 minutes at a time at random points of the day/week. Modem and router are ~1 year old. This issue has been occurring for several months now. The last time it was happening a tech came out and had to escalate it it was resolved at some comcast "hub" by changing the signal strength. Tech came out for this current issue about a week ago, said all the signals are good, but changed a fitting outside at the comcast box anyway, no improvement. There was some comcast maintenance that occurred on Oct 9, 2024 that took the system down for 15-20 minutes and we then had over 48 hours of uninterrupted internet service... but alas, this issue has now started to reoccur. Looking for help.
Here is my modem logs from just the past 24 hours.
| Time | Priority | Description |
| 2024-10-13, 13:17:13 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=*****************;CMTS-MAC=**************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-13, 13:16:39 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 2024-10-13, 13:16:05 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.0;CM-VER=3.0; |
| 2024-10-13, 13:15:52 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-13, 13:14:17 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-13, 13:13:49 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 2024-10-13, 13:13:37 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.0;CM-VER=3.0; |
| 2024-10-13, 13:13:28 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-13, 13:11:53 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-13, 13:11:24 | Warning (5) | MDD message timeout;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-13, 13:11:12 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-13, 12:52:50 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 2024-10-13, 12:52:34 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=************;CMTS-MAC=0************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-13, 00:09:34 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-12, 23:52:53 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-12, 23:52:34 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 2024-10-12, 23:52:27 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.0;CM-VER=3.0; |
| 2024-10-12, 23:52:11 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-12, 23:50:36 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-12, 23:39:48 | Warning (5) | Dynamic Range Window violation |
| 2024-10-12, 22:40:04 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-12, 22:35:31 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 2024-10-12, 22:35:22 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.0;CM-VER=3.0; |
| 2024-10-12, 22:35:17 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.0;CM-VER=3.0; |
| 2024-10-12, 22:35:01 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-12, 22:33:26 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-12, 22:31:48 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 2024-10-12, 22:31:40 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.0;CM-VER=3.0; |
| 2024-10-12, 22:31:27 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-12, 21:28:03 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=************CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-12, 21:22:19 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 2024-10-12, 21:21:58 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-12, 01:51:00 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-12, 01:44:03 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 2024-10-12, 01:43:44 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
| 2024-10-10, 02:46:45 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0; |
412nathan
4 Messages
1 month ago
Modem is a Netgear CM500
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EG
Expert
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107.1K Messages
1 month ago
Please redact all of the CM MAC and the CMTS MAC addresses from your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publicly. It flagged your post as "Private".
Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
(edited)
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EG
Expert
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107.1K Messages
1 month ago
OK thanks. Your post was made public again. But you still need to post those signal status values.
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412nathan
4 Messages
1 month ago
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EG
Expert
•
107.1K Messages
1 month ago
OK so they were good / in spec at that snapshot in time, but the error log entries indicate that something is going on. Perhaps there is intermittent noise ingress into the line(s) / an upstream channel / return path impairment somewhere.
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 !
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XfinityTony
Official Employee
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1K Messages
1 month ago
Hello, @412nathan. Thank you for taking the time to post in the Xfinity Forums. I especially appreciate the logs and signal levels. I agree with @EG, we definitely need to take a look from our end to pinpoint the issue. Please, send a DM to Xfinity Support, with your full name and address. We'll see you there!
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