user_3ca09d

Visitor

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4 Messages

Wed, Aug 4, 2021 9:00 PM

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.

And here's my status page:

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.

Responses

Accepted Solution

XfinityGabby

Official Employee

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145 Messages

1 m 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.

0

XfinityKatie

Official Employee

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229 Messages

1 m 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?

3

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user_3ca09d

Visitor

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4 Messages

@XfinityKatie The technician came out 19 days ago. The Ubiquiti support said it wasn't the router causing the issue. The router works fine during the outages whereas the cable modem network interface goes down and once it returns the logs are filled with the aforementioned upstream T3 timeouts and messages about resetting the network interface.

I described the problem to a neighbor group to see if anyone else is having issues and someone (I believe he may be a Comcast technician because he was very knowledgeable) said:

I would assume it's the lines. It means that upstream is being overloaded with other people's internet. Those lines are a bit older, and some of the peds have been smashed. There's a rod in each catv ped that grounds it. If the peds have been destroyed the ground rods don't work, and can cause internet errors like the ones your having.

I checked the grounding at the comcast box outside. The grounding wire outside the box is well connected (not sure what is going on inside it though but I assume the technician did this already).

1 m ago

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XfinityChristina

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365 Messages

I would like to look into your account specifically and check on the area to see if what I can find. Please send me a direct message with your name and address in full.

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1 m ago

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user_3ca09d

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4 Messages

@XfinityChristina Sent

1 m ago

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user_3ca09d

Visitor

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4 Messages

1 m 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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Your Home Network

user_3ca09d

Intermittent outages for months with T3 timeouts between two different modems

Responses

XfinityGabby

XfinityKatie

user_3ca09d

XfinityChristina

user_3ca09d

user_3ca09d

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