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protohex

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No Ranging Response received - T3 time-out - Frequent disconnects

Hello,

I have the Preferred Internet service and I've been experiencing frequent disconnects lately. I have the Netgear CG3000D-RG modem and it restarts by itself around 5-6 times a day at random. This is what I see in the log right after the restart. It usually reconnects successfully within a few minutes, but it's still inconvenient when it happens several times a day, sometimes 2-3 times within 15-30 minutes. Any help is greatly appreciated! (MAC/IP addresses removed from logs below)

Wed Apr 16 19:09:05 2014    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established   Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv4 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Notice (6)   WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INIT 

Here's my modem status and any other info that I think might be useful:

Information
Standard Specification Compliant DOCSIS 3.0
Hardware Version 1.04A
Software Version V5.5.7_CPR19c
Cable MAC Address XXXX
Device MAC Address XXXX
Cable Modem Serial Number XXXX
CM certificate Installed
Status
System Up Time 0 days 00h:20m:26s
Network Access Allowed
Cable Modem IP Address XXXX

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 825000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK DEF001_vm2.0_d.cfg
Security Enabled BPI+

Downstream Bonded Channels
Lock Status Modulation Channel ID Symbol rate Frequency Power SNR DOCSIS/EuroDOCSIS locked
Locked QAM256 39 5360 Ksym/sec 825000000 Hz 2.4 dBmV 40.1 dB DOCSIS
Locked QAM256 37 5360 Ksym/sec 813000000 Hz 2.7 dBmV 40.4 dB DOCSIS
Locked QAM256 38 5360 Ksym/sec 819000000 Hz 2.6 dBmV 40.6 dB DOCSIS
Locked QAM256 40 5360 Ksym/sec 831000000 Hz 2.3 dBmV 40.3 dB DOCSIS
Locked QAM256 45 5360 Ksym/sec 861000000 Hz 3.0 dBmV 39.5 dB DOCSIS
Locked QAM256 46 5360 Ksym/sec 867000000 Hz 2.7 dBmV 39.8 dB DOCSIS
Locked QAM256 47 5360 Ksym/sec 873000000 Hz 2.4 dBmV 39.1 dB DOCSIS
Locked QAM256 48 5360 Ksym/sec 879000000 Hz 1.7 dBmV 39.3 dB DOCSIS
Upstream Bonded Channels
Lock Status Modulation Channel ID Symbol rate Frequency Power
Locked ATDMA 2 5120 Ksym/sec 29600000 Hz 42.0 dBmV
Locked TDMA and ATDMA 1 2560 Ksym/sec 23300000 Hz 42.3 dBmV
Locked ATDMA 3 5120 Ksym/sec 36100000 Hz 43.8 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

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E

EdwardH

Valued Contributor

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755 Messages

The signal levels appear to be fine, and the firmware version is current for the CG3000 there. When it drops are  you just seeing the connection on the computers/devices drop or are the lights reseting on the modem when it happens?
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protohex

New Contributor

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3 Messages

Thanks for your reply, Ed. When the connection drops, all the lights on the modem flash for a few seconds and it takes a few minutes for them to stay steadily lit. For those few minutes, I lose internet connectivity on all connected devices as well (both wi-fi and ethernet).

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jazz

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5 Messages

Call to get a new modem and all the stuff outside of your place replaced. If it still happens after that then call back to have them look at breaks in the line outside of your place.

 

This may never get fixed too. They still have not figure that problem were I used to live. It was 1.5 years of troubleshooting.

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EdwardH

Valued Contributor

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755 Messages

With the modem loosing signal there it would either be a issue with the lines or the modem itself dropping. To have the lines checked there it would be something a technician would need to go out for. We can schedule that for you or it can be done through technical support over the phone. For us to go through it please email us at cox.help@cox.com with the street address.
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protohex

New Contributor

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3 Messages

Thans Ed,

Just out of curiosity: I just noticed that the coaxial cable that connects the modem to the outlet on the wall is pretty worn out in a few places (see attached photo). Do you think this will have an effect on the connection quality? Should I replace the coax cable and see if that helps? If not, I will schedule a service appointment.

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EdwardH

Valued Contributor

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755 Messages

It could effect those issues, if you want to try a different coaxial cable and see if it makes a difference in the signal, you can try it first.
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Health_Edge

+5 more

Valued Contributor III

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4.2K Messages

I have a feeling the T3 aren't causing the problem , but rather something is causing the modem to crash/reboot/resync and in the process, the modem has T3s. Thats why there is no TOD, because the modem hasn't gotten that from the network yet.  The reason I think that is important is I don't suspect it's not a signal related issue, but something else. I would try a normal stand alone modem first and see if the problem continues before you start replacing wires in your house.

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