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Saturday, May 4th, 2024 4:17 PM

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I keep getting T3 and T4 timeouts on my modem

I have a MB7621 and I keep getting disconnected from the internet. I checked my event log and it shows there a lot of T3 and T4 timeouts constantly happening. I have had to reset the modem twice within the span of five minutes now

Sat May 04 09:37:02 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;
 Sat May 04 09:37:02 2024    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted
 Sat May 04 09:37:02 2024    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 5
 Sat May 04 09:37:03 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out
 Sat May 04 09:37:03 2024    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted
 Sat May 04 09:37:03 2024    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1
 Sat May 04 09:37:33 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out
 Sat May 04 09:37:33 2024    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted
 Sat May 04 09:37:33 2024    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 0
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out
 Sat May 04 09:53:28 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out
 Sat May 04 09:57:48 2024    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out
 Sat May 04 10:00:54 2024    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out
 Time Not Established   Notice (6) 

 Honoring MDD; IP provisioning mode = IPv6 

Device Information    
   Cable Specification Version DOCSIS 3.0
  
   Hardware Version V1.0
  
   Software Version 7621-5.7.1.10
  
   Cable Modem MAC Address
  
   Cable Modem Serial Number
  
   CM Certificate Installed
  
    5.7.1mp4
 Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 531000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 00h:12m:58s  
  
   Network Access Allowed  
  

   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 24 531.0 -7.8 37.9 72 53
2 Locked QAM256 4 393.0 -6.6 39.5 64 77
3 Locked QAM256 5 399.0 -6.6 39.3 66 107
4 Locked QAM256 6 405.0 -6.4 39.4 35 86
5 Locked QAM256 7 411.0 -6.4 39.6 42 94
6 Locked QAM256 8 417.0 -6.3 39.5 45 77
7 Locked QAM256 9 435.0 -5.9 39.8 47 92
8 Locked QAM256 10 441.0 -5.6 39.8 46 76
9 Locked QAM256 11 453.0 -5.1 40.0 60 62
10 Locked QAM256 12 459.0 -5.2 39.8 43 92
11 Locked QAM256 13 465.0 -5.5 39.7 48 74
12 Locked QAM256 14 471.0 -5.6 39.2 30 92
13 Locked QAM256 15 477.0 -6.0 39.6 42 92
14 Locked QAM256 16 483.0 -6.2 39.5 48 74
15 Locked QAM256 17 489.0 -6.3 39.4 43 74
16 Locked QAM256 18 495.0 -6.3 39.3 57 57
17 Locked QAM256 19 501.0 -6.1 39.4 196 637
18 Locked QAM256 20 507.0 -6.1 40.0 201 631
19 Locked QAM256 21 513.0 -6.6 39.7 238 614
20 Locked QAM256 22 519.0 -6.5 35.2 464 1892
21 Locked QAM256 23 525.0 -7.3 39.0 153 624
22 Locked QAM256 25 537.0 -7.9 38.2 145 644
23 Locked QAM256 26 543.0 -8.3 37.5 211 599
24 Locked QAM256 27 549.0 -8.0 38.3 154 604
Total             2550 7524


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 5 5120 35.6 41.0
2 Locked ATDMA 2 5120 16.4 41.5
3 Locked ATDMA 3 5120 22.8 41.8
4 Locked ATDMA 4 5120 29.2 42.0
5 Locked ATDMA 6 2560 40.4 42.8
6 Locked ATDMA 1 2560 10.4 41.3
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0

6 Messages

1 year ago

Made a post about my internet getting dropped and put in info about my modem and it was marked private. I thought I removed whatever sensitive info from the post but if there's more please let me know and I will remove it

Note: This comment was created from a merged conversation originally titled Last post was marked private.

Expert

 • 

110K Messages

1 year ago

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless. 

The downstream power is low / marginal and it may be intermittently fluctuating even lower to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

6 Messages

I had a tech out this morning who swapped the fittings on the cables at the grounding block but they didn't really check anything else. It didn't help that the problem couldn't get recreated while they were here until a few hours after they left. I did have some damage to the line some time last year when a tree fell on the line and yanked the cable out of the block. Had a tech repair the connection but maybe the line needed a complete replacement. Don't have another tech visit scheduled until next week since no one is home during the week. Will look into getting a new grounding block and replacing what cables I can before they come by

Official Employee

 • 

2K Messages

@gg821 I want to make sure the signals are corrected so you can rely on your Xfinity internet connection to be stable. Please update this thread after the appointment to let us know how your service is doing. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Expert

 • 

110K Messages

1 year ago

Hmmmm..... The tech should have recognized that the marginal downstream power is still a potential problem, and they should not have left it that way.....

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