Regular Visitor
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3 Messages
Multiple T2, T3, T4 errors and connection drops
Hi there- hoping to get some help with an issue that has gotten worse over the last couple months.
My internet has been cutting out about 3-5 times per day now. Before (early April) it was about once every 2-3 days. Prior to March, it was fairly reliable and cut out maybe once or twice a month, but reset by itself. Usually it comes back on its own after about 2 minutes, but lately it’s required us to reset the modem.
I have tried (based on 3 chats on the Xfinity app plus my extra research):
- tightening all coax connections starting at the Comcast box at my garage (single home) all the way to the modem
- replacing my Netgear router with Google Nest WiFi
- moving the modem and router to another room (and switching coax connections outside) to see if the cable running outside into the desired room was damaged
- replacing my 3 year old modem with another of the same model (Arris SB6183)
- removing all splitters and using a female to female connection to extend the line from the box to my modem
The biggest change when looking at my modem's status page was removing the older splitter and replacing with the female to female connector, and replacing the modem (done the same day). Here were my usual specs prior to that change:
Downstream:
Power: -9.2dBmV to -7.1dBmV
SNR: 40.1 dB to 41.8 dB
Upstream:
Power: 46.8dBmV to 54.0dBmV
And after removing the splitter and replacing the modem:
Downstream:
Power: -8.9dBmV to -6.3dBmV
SNR: 37.5 dB to 40.7 dB
Upstream:
Power: 44.0dBmV to 47.0dBmV
However, I’m still having the same errors. For example, early this morning/late last night, within an hour there were several critical errors...
Started Unicast Maintenance Ranging - No Response received - T3 time-out
Unicast Maintenance Ranging attempted - No response - Retries exhausted
16 consecutive T3 timeouts while trying to range on upstream channel 1
Started Unicast Maintenance Ranging - No Response received - T3 time-out
Unicast Maintenance Ranging attempted - No response - Retries exhausted
16 consecutive T3 timeouts while trying to range on upstream channel 3
Started Unicast Maintenance Ranging - No Response received - T3 time-out
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
No Ranging Response received - T3 time-out
No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
The T3 timeout followed by T2 timeout happened three more times, back to back, about 12 hours later (3pm).
I’m trying to figure out what I can do here to further troubleshoot before involving a tech. Is that where I’m headed at this point though?
Thanks in advance for the help.
Responses
Accepted Solution
ComcastMichael
Official Employee
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2.9K Messages
1 y ago
Greetings, @RJM_fam! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day. I apologize to hear of the issues you are having with your internet cutting out. I know how frustrating it can be not having a reliable connection. Especially if you're trying to get some gaming time in or even just some work done! I would like to have a closer look at the connection to see what could be going on. Can you please send me a PM with your first and last name so I may further assist you?
To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.
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EG
Expert
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86.6K Messages
1 y ago
O/k the signal is better without the splitter, but you say that "you are still seeing those errors", but is the internet actually dropping anymore ? Or are you just focusing on the error log entries ?
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RJM_fam
Regular Visitor
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3 Messages
1 y ago
Ah, I wasn't clear there. I'm still having frequent drops that I've noticed coincide with the errors, specifically the T2 errors that I'm seeing. That's also when the modem needs to be manually reset, or unplugged for about 30 seconds. Even then, the lights on the modem will flash and won't stabilize for up to 5 minutes at times.
When the T3 errors happen (without the T2 errors), there's a momentary drop in connection that is able to resolve itself after about a minute or two without needing to unplug/reset the modem.
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EG
Expert
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86.6K Messages
1 y ago
Perhaps there is noise ingress into the line(s) somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
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RJM_fam
Regular Visitor
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3 Messages
1 y ago
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ComcastMichael
Official Employee
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2.9K Messages
1 y ago
Thanks again for reaching out to us, @RJM_fam! I'm glad the tech was able to come out and find that there was an old connector on the line giving you issues and that we were able to save you money in the long run. If you ever need further assistance don't hesitate to reach out to us!
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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