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2 Messages
Internet keeps dropping randomly through out the day - T3 time-out in Logs
Hello guys,
My internet keeps on dropping randomly throughout the day then it connects back up after 5 to 10 min later. This had happened to me a few years ago and they had to put in a new cable in the back from the junction box to my house and it worked fine up to last week. I am having the same issue that I did, my speed has gone down and also the connection is also been flaky. I have troubleshot this with the best of my ability and it looks like there is some sort of signal issue from the junction box to my house or something. As I am seeing T3 time-out in my modem logs when the internet disconnects. We work from home and this is really affecting our productivity. Like the following:
| Mon Apr 20 07:38:25 2020 | Warning (5) | MDD message timeout;CM-MAC=xxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Mon Apr 20 07:38:25 2020 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Mon Apr 20 07:39:12 2020 | Warning (5) | MDD message timeout;CM-MAC=xxxxxxCMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Mon Apr 20 07:39:12 2020 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Mon Apr 20 07:40:23 2020 | Warning (5) | MDD message timeout;CM-MAC=xxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Mon Apr 20 07:40:23 2020 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Mon Apr 20 07:55:57 2020 | Warning (5) | MDD message timeout;CM-MAC=xxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0; |
Also, my signal snapshot is here:
| Downstream Bonded Channels | ||||||||
|---|---|---|---|---|---|---|---|---|
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Corrected | Uncorrectables |
| 1 | Locked | QAM256 | 17 | 621000000 Hz | 5.0 dBmV | 39.2 dB | 71010864 | 38503806 |
| 2 | Locked | QAM256 | 18 | 627000000 Hz | 5.1 dBmV | 35.3 dB | 38274307 | 182122361 |
| 3 | Locked | QAM256 | 19 | 633000000 Hz | 5.2 dBmV | 39.2 dB | 41945168 | 200454010 |
| 4 | Locked | QAM256 | 20 | 639000000 Hz | 5.1 dBmV | 29.8 dB | 8847032 | 6099722 |
| 5 | Locked | QAM256 | 21 | 645000000 Hz | 5.0 dBmV | 0.0 dB | 786846 | 4276852 |
| 6 | Locked | QAM256 | 22 | 651000000 Hz | 4.9 dBmV | 37.7 dB | 33423600 | 17075206 |
| 7 | Locked | QAM256 | 23 | 657000000 Hz | 4.7 dBmV | 41.4 dB | 0 | 0 |
| 8 | Locked | QAM256 | 24 | 663000000 Hz | 4.4 dBmV | 41.3 dB | 0 | 0 |
| 9 | Locked | QAM256 | 25 | 669000000 Hz | 4.6 dBmV | 41.6 dB | 17 | 55 |
| 10 | Locked | QAM256 | 26 | 675000000 Hz | 4.4 dBmV | 40.8 dB | 21 | 69 |
| 11 | Locked | QAM256 | 27 | 681000000 Hz | 4.3 dBmV | 41.6 dB | 24 | 93 |
| 12 | Locked | QAM256 | 28 | 687000000 Hz | 4.2 dBmV | 41.6 dB | 22 | 71 |
| 13 | Locked | QAM256 | 29 | 693000000 Hz | 3.9 dBmV | 41.4 dB | 17 | 68 |
| 14 | Locked | QAM256 | 30 | 699000000 Hz | 3.9 dBmV | 41.5 dB | 6 | 43 |
| 15 | Locked | QAM256 | 31 | 705000000 Hz | 3.9 dBmV | 41.6 dB | 17 | 66 |
| 16 | Locked | QAM256 | 32 | 711000000 Hz | 4.1 dBmV | 41.8 dB | 15 | 79 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 4 | 5120 Ksym/sec | 16600000 Hz | 41.0 dBmV |
| 2 | Locked | ATDMA | 1 | 5120 Ksym/sec | 35800000 Hz | 39.5 dBmV |
| 3 | Locked | ATDMA | 2 | 5120 Ksym/sec | 29400000 Hz | 40.5 dBmV |
| 4 | Locked | ATDMA | 3 | 5120 Ksym/sec | 23000000 Hz | 40.3 dBmV |
Responses
EG
Expert
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87K Messages
1 y ago
The SNR is too low / out of spec on some of the downstream channels. Seems that there is some noise ingressing into the line(s) somewhere at those frequencies. 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, 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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patelarpit
New Poster
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2 Messages
1 y ago
Thank you for the reply, I have no splitters in my house. I went through this troubleshooting and learned my lesson a couple of years ago, so now I have a straight cable that comes into the modem from outside. What is the range of ideal SNRs?
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EG
Expert
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87K Messages
1 y ago
Then you'll need a tech out to investigate. 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 it !
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