Visitor
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7 Messages
Internet: Sync timing and critical 3 timeouts
Hi,
My internet cuts out for two minutes at a time multiple times a day. I reached out to Motorola - I have a Motorola modem - and sent them my logs and this was their reply:
Jillian here from Motorola Technical Support. I am happy to help. Thank you for sending over your Event log and connection page.
I see you have quite a few Sync Timing Failures and Critical T3 Timeouts. I recommend reaching out to your ISP and having them send a tech out to get this fixed for you. Here is a bit more information on T3 timeouts for your convenience.
The cable modem has sent 16 ranging requests without receiving a ranging response reply from the provider. The cable modem is, therefore, resetting itself and restarting the registration process to the service provider.
This is normally caused by noise on the upstream side and can make it so the modem's power level is not sufficient enough to transmit messages. The inability to transmit messages within the timeout period will trigger the reset and restart the registration process. A T4 timeout is a more extreme version of a T3 error.
Generally, this indicates an occasional, temporary loss of service, but if the problem persists and is increases in frequency, it likely points to a larger issue with the condition of the coaxial network outside of the home, the cabling outside of the home that will need to be addressed by the service provider.
EG
Expert
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110K Messages
2 years ago
What do the modem's signal stats look like ?
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
What is the exact model number of the Motorola modem ?
Please also post those RF error log entries in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.
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EG
Expert
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110K Messages
2 years ago
The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. The downstream power is a bit on the weak side as well. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an 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 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.
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.
Good luck with it !
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EG
Expert
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110K Messages
2 years ago
@user_cae447
If there is nothing that you can do to improve the connection quality, then yes, you'll need a tech visit as stated.
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. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
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