Observer

Modem replaced 3 times - WHY is modem still receiving this error

My current setup is  as follows:

 

Arris SB6190 which is suppose to be on the compatible list of Spectrums compatible Modems, previously i had netgear CM700 and then a CM600 and both had this same error that i am getting now on my new modem -

 

No Ranging Response received - T3 time-out;CM-MAC=3c:04:61:48:42:1d;CMTS-MAC=00:01:5c:69:2a:6d;CM-QOS=1.1;CM-VER=3.0;

 

I called tech support and told them i am getting this error still, also internet has been jittery and lagging especailly playing games online.. they did a line test and ping just basic stuff and tech said no issues reported, no reported outages either.  What is going on, the dumb thing is too they want to charge to bring tech out to look at well from i gather its nothing with my equipment its brand new.  I also just upgraded to a ASUS Rt-AC3100 recenlty and it is setup for QOs for gaming havent configured much on it as of yet except wifi and usb storage drive. 

14 REPLIES 14
Lead Moderator

Re: Modem replaced 3 times - WHY is modem still receiving this error

Morning!

 

I was able to locate the account by your registration information. I am seeing some

issues with your downstream signal levels. 

 

I would encourage you to contact our Social Media Customer Care team to 

schedule a follow up tech visit.

EDIT 

Twitter: @Ask_Spectrum

Facebook: https://www.facebook.com/Spectrum

 

 

 

Regards,

Julia R.

Spectrum-Social Media Customer Care

Lead Moderator-Community Forums

 

Helper

Re: Modem replaced 3 times - WHY is modem still receiving this error


@Gridmstr75 wrote:

My current setup is  as follows:

 

Arris SB6190 which is suppose to be on the compatible list of Spectrums compatible Modems, previously i had netgear CM700 and then a CM600 and both had this same error that i am getting now on my new modem -

 

No Ranging Response received - T3 time-out;CM-MAC=3c:04:61:48:42:1d;CMTS-MAC=00:01:5c:69:2a:6d;CM-QOS=1.1;CM-VER=3.0;

 

I called tech support and told them i am getting this error still, also internet has been jittery and lagging especailly playing games online.. they did a line test and ping just basic stuff and tech said no issues reported, no reported outages either.  What is going on, the dumb thing is too they want to charge to bring tech out to look at well from i gather its nothing with my equipment its brand new.  I also just upgraded to a ASUS Rt-AC3100 recenlty and it is setup for QOs for gaming havent configured much on it as of yet except wifi and usb storage drive. 


You have two things working here:

1) The error you see is being caused by a signal issue due to damaged coax, loose connection, water, etc. and not a faulty modem. Can you post the modem's signal levels page as well? Something obvious may jump out.

2) The SB6190, while a great modem for everyday use, is known to cause lag and jitter during high data load events such as real-time gaming and video conferencing. If gaming is a big deal for you I would go back to the CM600 (the 6190 and the 700 both use Intel's Puma 6 chipset which causes the lag problem) once the signals are corrected.

Observer

Re: Modem replaced 3 times - WHY is modem still receiving this error

Hi can you provide the link to that site?  please and as well thanks for the other comment regarding the modem that is what I thought as well but Support just blew me off ,,, 

Observer

Re: Modem replaced 3 times - WHY is modem still receiving this error

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM32705.00 MHz9.00 dBmV40.37 dB3530
2Locked256QAM2525.00 MHz9.60 dBmV40.37 dB280
3Locked256QAM3531.00 MHz9.50 dBmV40.37 dB260
4Locked256QAM4537.00 MHz9.40 dBmV40.95 dB390
5Locked256QAM5543.00 MHz9.00 dBmV40.37 dB120
6Locked256QAM6549.00 MHz9.00 dBmV38.98 dB280
7Locked256QAM7555.00 MHz8.70 dBmV40.95 dB440
8Locked256QAM8561.00 MHz9.00 dBmV38.98 dB470
9Locked256QAM9567.00 MHz9.40 dBmV40.37 dB550
10Locked256QAM10573.00 MHz9.60 dBmV40.37 dB440
11Locked256QAM11579.00 MHz9.60 dBmV40.37 dB430
12Locked256QAM12585.00 MHz9.60 dBmV40.37 dB310
13Locked256QAM13591.00 MHz9.40 dBmV40.37 dB430
14Locked256QAM14597.00 MHz9.50 dBmV40.37 dB430
15Locked256QAM15603.00 MHz9.50 dBmV38.98 dB570
16Locked256QAM16609.00 MHz9.10 dBmV40.37 dB880
17Locked256QAM17615.00 MHz8.90 dBmV40.37 dB760
18Locked256QAM18621.00 MHz8.90 dBmV38.98 dB1090
19Locked256QAM19627.00 MHz8.80 dBmV38.98 dB1150
20Locked256QAM20633.00 MHz8.70 dBmV38.98 dB2260
21Locked256QAM21639.00 MHz8.80 dBmV38.98 dB2270
22Locked256QAM22645.00 MHz8.70 dBmV38.61 dB2120
23Locked256QAM23651.00 MHz8.60 dBmV38.98 dB2200
24Locked256QAM24657.00 MHz8.30 dBmV38.98 dB4100
25Locked256QAM25663.00 MHz7.90 dBmV39.20 dB5210
26Locked256QAM26669.00 MHz7.70 dBmV38.90 dB6630
27Locked256QAM27675.00 MHz7.70 dBmV39.20 dB7360
28Locked256QAM28681.00 MHz7.80 dBmV38.90 dB6510
29Locked256QAM29687.00 MHz7.90 dBmV39.20 dB5550
30Locked256QAM30693.00 MHz8.50 dBmV39.20 dB4330
31Locked256QAM31699.00 MHz9.00 dBmV39.20 dB2700

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA285120 kSym/s37.00 MHz43.50 dBmV
2LockedATDMA275120 kSym/s30.60 MHz43.50 dBmV
3LockedATDMA265120 kSym/s24.20 MHz43.00 dBmV
4LockedATDMA255120 kSym/s17.80 MHz43.00 dBmV
Lead Moderator

Re: Modem replaced 3 times - WHY is modem still receiving this error

I'm very sorry I had not included that!

 

Twitter: @Ask_Spectrum

Facebook: https://www.facebook.com/Spectrum

 

 

Ive also noted your account.   Just let them know you were here and got referred 

over. 

 

Regards,

Julia R.

Spectrum-Social Media Customer Care

Lead Moderator-Community Forums

Observer

Re: Modem replaced 3 times - WHY is modem still receiving this error

thanks Julia sending onsite tech out hopefully its a cable issue... this has also happened at the previous place i was living - coax is the issue has to be , weather, water , rodents etc.

 

Also the the other post please respond back you had some great insite?

 

Proven Sharer

Re: Modem replaced 3 times - WHY is modem still receiving this error

I'm hoping that at least one of you notices that the Arris SB6190 32 DS channel modem is only reporting 31 channels, not all 32.  This could be a fault in the CMTS channel assignment programming, or a corrupted initialization file.  To eliminate the latter, I would recommend resetting the modem to factory starting values, then let Spectrum send it another registration. 

 

The modem factory reset step requires that you press the reset buitton and hold it in for at least ten seconds.

Newcomer

Re: Modem replaced 3 times - WHY is modem still receiving this error

31 channels is usually intentional in DOCSIS 3.1 markets. Having 32 downstream channels was causing older modems without the latest firmware to fall over and fail to sync when a 32 channel list was presented during modem sync.

Observer

Re: Modem replaced 3 times - WHY is modem still receiving this error

Hi thanks everyone who added to this post, however after a couple of weeks still receiving these errors difference is i took the ARRis SB back and put back my netgear CM700 which someone recommened  i do for online gaming which is a big requirement of mine.  Also Spectrum sent out tech to check line and he didnt find any issues except to replace some old connectors , he left and the errors came back so he came back and now they want to replace the actual coaxial line this apartment ( i just moved into this apartment } it was remodled the wiring maybe old not sure.   so at this point replce the line Im thinking it wont solve the issue here is the lastest log of errors - i know some Error like the MIMO are normal because of  a restart of the modem 

 

TimePriorityDescription
Jan 05 2019 11:17:38Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jan 06 2019 04:24:19Critical (3)No Ranging Response received - T3 time-out
Jan 08 2019 11:56:50Critical (3)Ranging Request Retries exhausted
Jan 08 2019 11:56:50Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted
Jan 08 2019 11:57:14Critical (3)No Ranging Response received - T3 time-out
Jan 08 2019 12:03:38Critical (3)Ranging Request Retries exhausted
Jan 08 2019 12:03:38Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted
Jan 08 2019 12:04:02Critical (3)No Ranging Response received - T3 time-out
Jan 08 2019 12:10:24Critical (3)Ranging Request Retries exhausted
Jan 08 2019 12:10:24Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted
Jan 08 2019 12:10:48Critical (3)No Ranging Response received - T3 time-out
Jan 09 2019 19:26:02Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jan 10 2019 06:43:23Critical (3)No Ranging Response received - T3 time-out
Jan 10 2019 20:17:26Critical (3)SYNC Timing Synchronization failure - Loss of Sync
Jan 11 2019 07:44:00Critical (3)No Ranging Response received - T3 time-out
Jan 12 2019 10:30:42Warning (5)TEK Invalid - Invalid Key Sequence Number
Jan 12 2019 17:01:57Critical (3)No Ranging Response received - T3 time-out