Visitor
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4 Messages
Intermittent outages for months with T3 timeouts between two different modems
For the past couple of months I've been having random internet outages throughout the day and night. Sometimes usually a minute or two but can go as long as ten minutes. Comcast reports no outages whenever this happens. I replaced my Motorola MB8600 with an Arris S33 but the issue remained. A Comcast technician came out and said I had a good, strong connection but replaced some older components in the exterior box to see if that would help. I continued to have internet outages a few hours after he left.
I called support (after chat told me I'd receive a priority call that never came) and went through the usual troubleshooting steps with the support agent (reboot modem, router, etc. stuff I've done a dozen times during the last couple of months).
And, just to vent a little because I'm pretty frustrated after that call, they insisted the issue was with my router (a Ubiquiti Edgerouter Lite 3) because it was in the basement despite me telling him the router has no wi-fi, I have independent access points spread through my house, my outages also affect the many devices I have connected by ethernet, my internal network works fine during the outages, and the cable modem logs of the T3 errors line up with every outage. He insisted I contact my router OEM to rule it out. I relented and said I would but I'd like him to make a note on my account so I can avoid the hour of basic troubleshooting when I call back up to get it escalated. He told me all calls have notations and then hung up on me.
Here's a copy of my latest cable modem logs:
Date Time | Event Level | Description |
---|---|---|
4/8/2021 11:44:45 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:44:48 |
3 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:44:49 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:44:50 |
3 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:44:53 |
3 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:44:53 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:44:56 |
3 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:44:57 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:45:02 |
3 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:45:38 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:45:57 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:48:22 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:48:30 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:48:51 |
3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:48:56 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:49:00 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 11:49:02 |
3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
1/1/1970 00:00:17 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
1/1/1970 00:00:30 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
1/1/1970 00:00:45 |
6 | Honoring MDD; IP provisioning mode = IPv6 |
4/8/2021 12:52:24 |
6 | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 12:52:43 |
6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 12:53:21 |
6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 12:54:00 |
6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 13:17:50 |
3 | Successful LAN WebGUI login from 76.27.32.140 on 21/08/04 at 1:17 PM. |
4/8/2021 13:32:33 |
3 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 13:33:18 |
6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 13:49:54 |
6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 13:50:44 |
6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 13:51:36 |
6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 13:51:50 |
6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
4/8/2021 13:53:24 |
3 | Successful LAN WebGUI login from 76.27.32.140 on 21/08/04 at 1:53 PM. |
Startup Procedure | ||
---|---|---|
Procedure | Status | Comment |
Acquire Downstream Channel | 579000000 Hz | Locked |
Connectivity State | OK | Operational |
Boot State | OK | Operational |
Configuration File | OK | |
Security | Enabled | BPI+ |
DOCSIS Network Access Enabled | Allowed |
Downstream Bonded Channels | |||||||
---|---|---|---|---|---|---|---|
Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
28 | Locked | QAM256 | 579000000 Hz | -5 dBmV | 37 dB | 704 | 706 |
4 | Locked | QAM256 | 423000000 Hz | -3 dBmV | 38 dB | 688 | 881 |
5 | Locked | QAM256 | 429000000 Hz | -3 dBmV | 38 dB | 828 | 966 |
6 | Locked | QAM256 | 435000000 Hz | -3 dBmV | 38 dB | 687 | 807 |
7 | Locked | QAM256 | 441000000 Hz | -3 dBmV | 38 dB | 672 | 796 |
8 | Locked | QAM256 | 447000000 Hz | -3 dBmV | 38 dB | 890 | 1036 |
9 | Locked | QAM256 | 453000000 Hz | -3 dBmV | 38 dB | 638 | 729 |
10 | Locked | QAM256 | 459000000 Hz | -2 dBmV | 38 dB | 723 | 749 |
11 | Locked | QAM256 | 465000000 Hz | -3 dBmV | 38 dB | 858 | 857 |
12 | Locked | QAM256 | 471000000 Hz | -3 dBmV | 38 dB | 847 | 800 |
13 | Locked | QAM256 | 477000000 Hz | -3 dBmV | 38 dB | 705 | 795 |
14 | Locked | QAM256 | 483000000 Hz | -3 dBmV | 38 dB | 749 | 790 |
15 | Locked | QAM256 | 489000000 Hz | -3 dBmV | 38 dB | 802 | 684 |
16 | Locked | QAM256 | 495000000 Hz | -3 dBmV | 38 dB | 553 | 698 |
17 | Locked | QAM256 | 501000000 Hz | -4 dBmV | 38 dB | 639 | 699 |
18 | Locked | QAM256 | 507000000 Hz | -4 dBmV | 38 dB | 676 | 752 |
19 | Locked | QAM256 | 513000000 Hz | -4 dBmV | 38 dB | 718 | 645 |
20 | Locked | QAM256 | 519000000 Hz | -4 dBmV | 38 dB | 587 | 651 |
21 | Locked | QAM256 | 525000000 Hz | -4 dBmV | 38 dB | 651 | 720 |
22 | Locked | QAM256 | 531000000 Hz | -4 dBmV | 38 dB | 639 | 617 |
23 | Locked | QAM256 | 543000000 Hz | -5 dBmV | 38 dB | 744 | 670 |
24 | Locked | QAM256 | 555000000 Hz | -5 dBmV | 37 dB | 499 | 644 |
25 | Locked | QAM256 | 561000000 Hz | -5 dBmV | 37 dB | 633 | 737 |
26 | Locked | QAM256 | 567000000 Hz | -4 dBmV | 37 dB | 667 | 563 |
27 | Locked | QAM256 | 573000000 Hz | -4 dBmV | 37 dB | 735 | 453 |
29 | Locked | QAM256 | 585000000 Hz | -5 dBmV | 37 dB | 679 | 502 |
30 | Locked | QAM256 | 591000000 Hz | -5 dBmV | 37 dB | 609 | 460 |
31 | Locked | QAM256 | 597000000 Hz | -5 dBmV | 37 dB | 542 | 530 |
32 | Locked | QAM256 | 603000000 Hz | -6 dBmV | 37 dB | 617 | 551 |
33 | Locked | QAM256 | 609000000 Hz | -5 dBmV | 37 dB | 862 | 418 |
34 | Locked | QAM256 | 615000000 Hz | -6 dBmV | 37 dB | 647 | 475 |
48 | Locked | OFDM PLC | 722000000 Hz | -4 dBmV | 37 dB | 57160661 | 1784 |
Upstream Bonded Channels | ||||||
---|---|---|---|---|---|---|
Channel ID | Lock Status | US Channel Type | Frequency | Width | Power | |
1 | Locked | SC-QAM | 17300000 Hz | 6400000 | 44.0 dBmV | |
2 | Locked | SC-QAM | 23700000 Hz | 6400000 | 46.3 dBmV | |
3 | Locked | SC-QAM | 30100000 Hz | 6400000 | 45.8 dBmV | |
4 | Locked | SC-QAM | 36500000 Hz | 6400000 | 45.0 dBmV | |
5 | Locked | SC-QAM | 41200000 Hz | 1600000 | 44.3 dBmV |
Current System Time:Wed Aug 4 13:54:14 2021
I hope someone here can help because I feel like I've hit a brick wall after that phone call.
Accepted Solution
XfinityGabby
Official Employee
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1.5K Messages
4 years ago
Hey, @user_3ca09d. I wanted to thank you for allowing us to assist you. I'm glad we were able to get the issue resolved and your service is now up to par. If anything comes up, please don't hesitate to reach out, our amazing team is available 24/7! I hope you enjoy the rest of your week and stay safe out there.
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XfinityKatie
Official Employee
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744 Messages
4 years ago
Hello @user_3ca09d, thank you so much for reaching out to our amazing community here for support with your internet service. We know that having a reliable internet connection is more important than ever these days, and we do appreciate all of the time and effort you have put into troubleshooting this. Our team here is part of our direct corporate office, so we'll ensure that we get to the bottom of this for you. You mentioned that technician came out to your home and reported everything was good. How long ago was that? Also, when you contacted the manufacture of your router, what did they say?
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user_3ca09d
Visitor
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4 Messages
4 years ago
For anyone showing up here from Google, the problem ended up being the old coaxial cable coming into the house. Technicians replaced pretty much everything both outside and inside the house in an effort to identify the source of the problem over a series of visits. They confirmed the problem was isolated to my house by checking the logs of my neighbors and confirming my modem was the only one having issues. The only thing left to do was replace the internal, difficult to access cable running from the box outside to my cable modem. We figured out an easier way to route a new cable into the house and they ran that. After they completed running the cable and we got everything hooked up the problem went away. The technicians all did great work with a difficult to diagnose problem.
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