Regular Visitor
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6 Messages
Intermittent T3 Timeouts and Drops
My internet goes out half a dozen times a day for 5-10 minutes at a time. This has been happening for over a year.
I had internet for 4 years until June of 2019, went 6 months without andthen signed up for new service in December of 2019. The problem didn't arise until early 2019.
It was happening last year and when I started service again the same thing is going on.
I have an Arris SB6141 modem.
I never explored the issue since I'm not home all the time, but I'm transitioning to work-from-home next week and I need to get this resolved.
My connection is hardwired directly from the cable outlet with no splitters. A new cable was laid back in 2015 by Comcast from the street directly in to my apartment. I live in an in-law unit in the rear of a house and my connection is separate from theirs. It goes direct from the street in to my modem.
Can anyone help?
Here's my log from the most recent outage:
| Time | Priority | Code | Message |
| Apr 13 2020 15:07:56 | 3-Critical | R05.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:07:38 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:07:32 | 3-Critical | R05.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:07:14 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:07:08 | 3-Critical | R05.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:06:50 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:06:44 | 3-Critical | R05.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:06:26 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:06:20 | 3-Critical | R05.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:06:03 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:05:56 | 3-Critical | R05.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:05:39 | 3-Critical | R06.0 | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:05:39 | 3-Critical | R03.0 | Ranging Request Retries exhausted;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:05:32 | 3-Critical | R05.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:05:14 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:05:08 | 3-Critical | R05.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:04:50 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:04:44 | 3-Critical | R05.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:04:26 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Apr 13 2020 15:04:19 | 3-Critical | R05.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0; |
| Downstream | Bonding Channel Value | |||||||
| Channel ID | 20 | 21 | 22 | 24 | 25 | 26 | 27 | 28 |
| Frequency | 813000000 Hz | 819000000 Hz | 825000000 Hz | 837000000 Hz | 843000000 Hz | 849000000 Hz | 855000000 Hz | 861000000 Hz |
| Signal to Noise Ratio | 32 dB | 31 dB | 31 dB | 31 dB | 31 dB | 31 dB | 31 dB | 29 dB |
| Downstream Modulation | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 |
| Power Level | -16 dBmV | -16 dBmV | -17 dBmV | -17 dBmV | -17 dBmV | -17 dBmV | -17 dBmV | -17 dBmV |
| Upstream | Bonding Channel Value | |||
| Channel ID | 4 | 3 | 2 | 1 |
| Frequency | 38700000 Hz | 32300000 Hz | 25700000 Hz | 19300000 Hz |
| Ranging Service ID | 10269 | 10269 | 10269 | 10269 |
| Symbol Rate | 5.120 Msym/sec | 5.120 Msym/sec | 5.120 Msym/sec | 5.120 Msym/sec |
| Power Level | 50 dBmV | 54 dBmV | 49 dBmV | 49 dBmV |
| Upstream Modulation | [2] QPSK [1] 32QAM [3] 64QAM |
[2] QPSK [1] 32QAM [3] 64QAM |
[2] QPSK [1] 32QAM [3] 64QAM |
[2] QPSK [1] 32QAM [3] 64QAM |
| Ranging Status | Success | Retries Exceed | Retries Exceed | Retries Exceed |
| Signal Status (Codewords) | Bonding Channel Value | |||||||
| Channel ID | 20 | 21 | 22 | 24 | 25 | 26 | 27 | 28 |
| Total Unerrored Codewords | 10078390397 | 10078409321 | 10078398891 | 10078198322 | 10078383846 | 10078382198 | 10078417636 | 8480339218 |
| Total Correctable Codewords | 934 | 718 | 2835 | 11554 | 1615 | 2379 | 3225 | 178967391 |
| Total Uncorrectable Codewords | 1939 | 1785 | 1916 | 221928 | 2057 | 1957 | 2005 | 23268817 |
EG
Expert
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111.6K Messages
5 years ago
The signal stats / connection quality are terrible !
That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.
In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there 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 types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test
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.
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Spider-Max
Regular Visitor
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6 Messages
5 years ago
I just got off the phone with basic tech support and because the problem is intermittent there’s nothing on their end they will do.
The rep kept saying it’s probably my modem, and suggested multiple times to get a Comcast modem instead.She refused to help me further, and told me to call back tomorrow if I’m experiencing the same issue.
Well this stinks. I don’t know what to do. I can’t prove the outages since it’s intermittent, and she said I’m stuck due to that.
My connection is direct without a splitter. It comes directly from outside and in to my apartment. I factory reset the modem tonight. The end of the cable from outside looks good. Everything else is fine.
Should I be buying a new modem just because? It feels like they’re not taking it seriously because it’s not a Comcast modem.
I’m nearly certain it’s the line outside.
Obviously call volume is high right now, but I had to wait 45 minutes for this at 10pm PST. I’m sure if I call during regular business hours the hold will be even longer.
This is very frustrating.
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EG
Expert
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111.6K Messages
5 years ago
A new modem will not fix a line / signal / connection quality problem. It will still be there no matter what modem is used.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck with this !
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Spider-Max
Regular Visitor
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6 Messages
5 years ago
I really appreciate your assistance.
Are there any Comcast reps here that can assist me?
I don’t know what to do.
If the rep is unwilling to schedule a tech visit because they’re adamant it’s a modem problem, how can I get a tech to come check this out?
I’m between a rock and a hard place. I need someone to look at the line but they won’t look at the line so I have no idea how to proceed.
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EG
Expert
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111.6K Messages
5 years ago
Been seeing a lot of posts here lately indicating that it's tough to get a tech visit these days due to COVID 19 unless your service is completely out.
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