Frequent Visitor
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11 Messages
Intermittent T3 Timeouts and Packet Loss
Hello! I have an Arris SB 6183 (current) and Netgear CM 500 (former) that have been swapped for testing.
Currently have Nighthawk MR60 but am swapping this to TP Link Deco X55 series Mesh WiFi in a few days to absolutely rule out Router issue. The router has been mediocre at best and has not helped this issue.
Intermittently, I am receiving packet loss that will drop phone calls or meetings and high latency (100ms or more) which cripples online gaming. This has been ongoing for a few months.
In troubleshooting, I have tried to connect directly to the main router and even the modem. The issue persists after some time but is very inconsistent. Reboots or factory resets tend to ease the issue for some time.
Tracert shows be-34-ar01.mckeesport.pa.pitt.comcast.net giving a jitter of 30ms up to 200ms.
There are no splitters inside short of the one combining my direct buried cable to the one in my house in the outdoor box. I have bypassed this with a different splitter and the issue persisted. Outdoor is grounded.
I am direct buried. I noticed the Upstream Power Level is lower then the range provided by Arris. I know having it too high can cause issues, but too low I am not sure.
Trying to cover all my bases before having a Tech come out to avoid the fee if possible.
| Startup Procedure | ||
|---|---|---|
| Procedure | Status | Comment |
| Acquire Downstream Channel | Locked | |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | |
| Security | Enabled | BPI+ |
| DOCSIS Network Access Enabled | Allowed | |
| Downstream Bonded Channels | ||||||||
|---|---|---|---|---|---|---|---|---|
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Corrected | Uncorrectables |
| 1 | Locked | QAM256 | 4 | 417000000 Hz | 3.5 dBmV | 39.7 dB | 0 | 0 |
| 2 | Locked | QAM256 | 1 | 399000000 Hz | 3.6 dBmV | 39.8 dB | 0 | 0 |
| 3 | Locked | QAM256 | 2 | 405000000 Hz | 3.6 dBmV | 39.8 dB | 0 | 0 |
| 4 | Locked | QAM256 | 3 | 411000000 Hz | 3.7 dBmV | 39.7 dB | 0 | 0 |
| 5 | Locked | QAM256 | 5 | 423000000 Hz | 3.5 dBmV | 39.6 dB | 0 | 0 |
| 6 | Locked | QAM256 | 6 | 429000000 Hz | 3.4 dBmV | 39.5 dB | 0 | 0 |
| 7 | Locked | QAM256 | 7 | 435000000 Hz | 3.3 dBmV | 39.5 dB | 0 | 0 |
| 8 | Locked | QAM256 | 8 | 447000000 Hz | 3.1 dBmV | 39.3 dB | 0 | 0 |
| 9 | Locked | QAM256 | 9 | 453000000 Hz | 3.2 dBmV | 39.3 dB | 0 | 0 |
| 10 | Locked | QAM256 | 10 | 459000000 Hz | 3.1 dBmV | 39.2 dB | 0 | 0 |
| 11 | Locked | QAM256 | 11 | 465000000 Hz | 3.0 dBmV | 39.1 dB | 0 | 0 |
| 12 | Locked | QAM256 | 12 | 471000000 Hz | 3.1 dBmV | 39.0 dB | 0 | 0 |
| 13 | Locked | QAM256 | 13 | 477000000 Hz | 2.9 dBmV | 39.0 dB | 0 | 0 |
| 14 | Locked | QAM256 | 14 | 483000000 Hz | 3.0 dBmV | 38.9 dB | 0 | 0 |
| 15 | Locked | QAM256 | 15 | 489000000 Hz | 2.9 dBmV | 38.8 dB | 0 | 0 |
| 16 | Locked | QAM256 | 16 | 495000000 Hz | 2.9 dBmV | 38.7 dB | 0 | 0 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 17 | 5120 Ksym/sec | 16400000 Hz | 37.8 dBmV |
| 2 | Locked | ATDMA | 18 | 5120 Ksym/sec | 22800000 Hz | 37.2 dBmV |
| 3 | Locked | ATDMA | 19 | 5120 Ksym/sec | 29200000 Hz | 39.0 dBmV |
| 4 | Locked | ATDMA | 20 | 5120 Ksym/sec | 35600000 Hz | 39.2 dBmV |
Current System Time: Tue Dec 05 21:56:38 2023
| Event Log | ||
|
The table below contains the log of events that the SB6183 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.
|
||
| Time | Priority | Description |
| Tue Dec 05 20:34:48 2023 | Critical (3) |
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
|
| Tue Dec 05 21:13:57 2023 | Critical (3) |
Resetting the cable modem due to docsDevResetNow
|
| Time Not Established | Notice (6) |
Honoring MDD; IP provisioning mode = IPv6
|
| Time Not Established | Warning (5) |
ToD request sent - No Response received;CM-MAC=redacted;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
|
Update 1 - Additional T3 Timeout(s)
| Thu Dec 07 07:38:51 2023 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=00:90:f0:61:02:00;CM-QOS=1.1;CM-VER=3.0; |
| Fri Dec 08 11:46:35 2023 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=00:90:f0:61:02:00;CM-QOS=1.1;CM-VER=3.0; |
Accepted Solution
xCykrix
Frequent Visitor
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11 Messages
1 year ago
Posting a final update here for anyone else whom may have similar issues. It took a while and some back and forth, but it seems they finally fixed the underlying issues that contributed to mine after 2 Tech Visits.
1. Due to the previous owners, the cable coming into the house was damaged. This caused water intrusion that caused issues during heavy rain or melting snow. This cable was replaced and the issues drastically improved.
2. All local neighbors were having issues the same as mine, and after several weeks of maintenance the issue finally was resolved. Mine were exasperated due to the damaged lines over other residents and heavy rainfalls before winter set in.
I do plan to upgrade my hardware in the future, but DOCSIS 3.0 is still fine as of now and meets the speeds at which I have paid for. It does take longer for things to come online and such, but that is to be expected. My hardware was NOT an issue here, however I did change back to my CM500 NetGear instead of Arris SB as it kept having excessive slowness on the UI and I was not able to restart it for troubleshooting without unplugging the device.
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XfinityJorge
Official Employee
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2.1K Messages
1 year ago
Greetings @xCykrix thank you so much for using our Forums to contact our Xfinity Support Team. We appreicate you sharing all of the data regarding the connection issues you are having and our team is happy to be of assistance. To get started can you send us a DM with your full name and service address? Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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EG
Expert
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110K Messages
1 year ago
@xCykrix @XfinityJorge
Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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EG
Expert
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110K Messages
1 year ago
@xCykrix
TY !
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