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grayw97
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Sunday, July 9th, 2023 1:02 AM

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Multiple T3 Timeouts a Day, internet is unusable for gaming or use that requires consistent connection

Hi,

I've been having problems since moving to this new home. I began with constant connection drops for a few weeks, and xfinity reached out after they noticed the problems on their end and sent a technician out. The tech found a coax cable that was completely degraded, replaced it, and that seemed to fix the major issue for at least a couple days. However, since then I've been getting regular T3 timeout errors, anywhere from 2-20 a day. I've done a ton of googling and exhausted all the troubleshooting on my end short of buying a new modem to test if that's the problem. My modem is compatible (Arris SB6190), is only a year old, and the problem persists regardless of power cycling the modem.

The coax line comes directly from the pole, to the house, through a ground that the tech installed in the visit I mentioned, and then directly to the modem. There are no splitters.I've physically checked every connection and coax cable up to the point that it runs out to the telephone pole, and they all show no signs of degradation and I even checked inside each connector. I've traced the line from where it hits my house from the pole to the modem and there are no signs of any issues or degradation. I've even tried multiple coax cables to connect the wall plate to the modem. The wall plate is even brand new, replaced by the tech during the last visit.

One point of issue that might be a problem is when the tech replaced the line, they for some reason didn't replace the entire line and instead spliced together 5 difference pieces of coax cable. So from the ground to the modem there are 4 coax extender connectors. I've checked each one for degradation and made sure they're all hand tightened.

So at this point I'm not sure what to do aside from conclude the problem is at the pole. This modem worked flawlessly with the exact same ISP and plan in an apartment a mile away.

I've attached the modem downstream and upstream data, and the error log. One thing to note is over time, the upstream connections will go from 6 locked to only 1. However, the T3 timeout happens regardless of how many locked channels there are. I'll also occasionally get a T4 timeout, but that's more rare.

Sat Jul 08 16:45:35 2023 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jul 08 16:45:35 2023 3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Sat Jul 08 16:46:04 2023 5 RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;

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 256QAM 25 573.00 MHz 4.10 dBmV 43.38 dB 73 980
2 Locked 256QAM 1 417.00 MHz 4.80 dBmV 43.38 dB 6 30
3 Locked 256QAM 2 423.00 MHz 4.80 dBmV 43.38 dB 18 30
4 Locked 256QAM 3 429.00 MHz 4.80 dBmV 43.38 dB 22 27
5 Locked 256QAM 4 435.00 MHz 4.70 dBmV 43.38 dB 17 28
6 Locked 256QAM 5 441.00 MHz 4.70 dBmV 43.38 dB 18 27
7 Locked 256QAM 6 447.00 MHz 4.70 dBmV 43.38 dB 26 29
8 Locked 256QAM 7 453.00 MHz 4.80 dBmV 43.38 dB 18 29
9 Locked 256QAM 8 459.00 MHz 4.80 dBmV 43.38 dB 16 33
10 Locked 256QAM 9 465.00 MHz 4.60 dBmV 40.95 dB 5 34
11 Locked 256QAM 10 471.00 MHz 4.70 dBmV 43.38 dB 13 23
12 Locked 256QAM 11 477.00 MHz 4.60 dBmV 43.38 dB 105 879
13 Locked 256QAM 12 483.00 MHz 4.60 dBmV 40.95 dB 126 986
14 Locked 256QAM 13 489.00 MHz 4.40 dBmV 40.95 dB 78 1025
15 Locked 256QAM 14 495.00 MHz 4.50 dBmV 43.38 dB 82 938
16 Locked 256QAM 15 507.00 MHz 4.30 dBmV 40.95 dB 25 36
17 Locked 256QAM 16 513.00 MHz 4.20 dBmV 43.38 dB 83 1104
18 Locked 256QAM 17 519.00 MHz 4.30 dBmV 43.38 dB 24 30
19 Locked 256QAM 18 525.00 MHz 4.10 dBmV 43.38 dB 137 911
20 Locked 256QAM 19 531.00 MHz 4.00 dBmV 40.95 dB 86 1049
21 Locked 256QAM 20 543.00 MHz 4.10 dBmV 40.95 dB 110 1109
22 Locked 256QAM 21 549.00 MHz 4.00 dBmV 40.95 dB 85 953
23 Locked 256QAM 22 555.00 MHz 3.80 dBmV 40.37 dB 103 935
24 Locked 256QAM 23 561.00 MHz 4.10 dBmV 40.95 dB 202 1009
25 Locked 256QAM 24 567.00 MHz 4.10 dBmV 41.90 dB 17 718
26 Locked 256QAM 26 579.00 MHz 4.00 dBmV 41.90 dB 22 668
27 Locked 256QAM 27 585.00 MHz 4.10 dBmV 41.90 dB 10 47
28 Locked 256QAM 28 591.00 MHz 4.00 dBmV 41.90 dB 52 597
29 Locked 256QAM 29 597.00 MHz 4.00 dBmV 41.90 dB 16 722
30 Locked 256QAM 30 603.00 MHz 3.80 dBmV 41.90 dB 16 632
31 Locked 256QAM 31 609.00 MHz 4.00 dBmV 41.90 dB 21 715
32 Locked 256QAM 32 615.00 MHz 3.70 dBmV 41.10 dB 13 635

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 11 5120 kSym/s 22.80 MHz 39.00 dBmV
2 Locked ATDMA 14 2560 kSym/s 40.40 MHz 40.50 dBmV
3 Locked ATDMA 13 5120 kSym/s 35.60 MHz 39.00 dBmV
4 Locked ATDMA 12 5120 kSym/s 29.20 MHz 39.00 dBmV
5 Locked ATDMA 10 5120 kSym/s 16.40 MHz 39.00 dBmV
6 Locked ATDMA 9 2560 kSym/s 10.40 MHz 37.75 dBmV

Question

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1 year ago

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Accepted Solution

grayw97

Visitor

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2 Messages

1 year ago

To provide the solution for anyone who finds this post with a similar issue, the tech replaced a "connector" at the pole and I haven't had a T3 time out since. He estimated it was 10+ years old.

So, if you're having constant T3 timeouts, check the lines you have access to around your house for any obvious damage or degradation. If it's all clear on your lines, then it's likely aging lines or equipment on the ISP side, like at the pole. Constant T3 timeouts are most commonly caused by a damaged line or equipment causing signals to be lost or drowned out.

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XfinityDilary

Official Employee

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1.7K Messages

1 year ago

Hello, @grayw97. Thanks for posting on our community forums. I'm sorry to hear about your recurring issue. It sounds like you've done most of the troubleshooting needed. Since this is a recurring concern, I would recommend we check the connection on our end. Could you please send our team a private message with your name and service address? We can take a further look at this issue. 

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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EG

Expert

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106K Messages

1 year ago

@grayw97 

Please redact the CM MAC and the CMTS MAC addresses from your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".

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