Netgear CAX80 T3/T4 Timeouts. High ammount of uncorrectables

Question

Hello everyone. I’m having some severe internet issues and I’m at my limit with Xfinity. I own my own internet equipment that I’m trying to use with xfinity Internet. Since day one I’ve been experiencing nothing but issues with T3/T4 Timeouts. My modem is constantly resetting itself and I’m stuck a good 80% of my work and school day using my hotspot because of lack of reliability.

I’ve done tons of self diagnostics and I’ve tried everything from hooking up the modem directly to the coax cable the comes into the house from the ISP, to running all brand new coax lines, brand new splitter since I have cable TV, doing complete factory resets and power cycles on my gateway, and I currently have a CommScope amp.

Initially when the issue started, the power levels on my upstream were way to high. I had a upstream channel power level at 51.3dBmV. as stated by netgear, my upstream power levels are to be between +35dBmv to +47dBmV.

I decided to hook up my modem directly to the coax cable that comes in off the street into my home to no avail. Leaving my upstream power levels unchecked, The only thing it did was raise my downstream power levels.

After checking all the connections ensuring that they are tightly secured, my power level on my upstream was still high. I then changed the splitter using a CommScope bi-directional 2 way splitter and that still didn’t resolve my power level issue.

I decided that maybe it was time to run new coax cables. I went out and purchased quad shielded coax cables and made a brand new run from spiltter to my cable box. with just a small amount of slack to allow for modem displacement the lines were as short as possible for the least amout of resistance. this helped slightly bringing it down from 51.3dBmV to around 48.9dBmV. this was still slightly out of spec for my modem as stated by netgear, my upstream power levels are to be between +35dBmv to +47dBmV.

Still with the issue persisting and doing some more research, it was suggested to me to try an amp. I found one that i liked, which is the commscope csmapdu5vpi.

After installing this into my home my levels were all in zone.

Now i'm left scratching my head because my levels are within range but im still experiencing T3/T4 timeouts and my internet drops as much as it did prior to the CommScope amp.

Here is a Screenshot of my levels and my error log as well as a copy and pasted version of both

https://drive.google.com/file/d/1Zp38douxdnZT1MYfSQoxBCv03XJ-Fu9j/view?usp=sharing

https://drive.google.com/file/d/17GGzRfluwrZtHl5_UgzunXXoPOoscqee/view?usp=sharing

Here is my cable connection info

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	651 MHz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	256 QAM	29	651000000 Hz	1.3 dBmV	32.9 dB	212532	981782
2	Locked	256 QAM	2	483000000 Hz	0.5 dBmV	34.5 dB	75461	323642
3	Locked	256 QAM	3	489000000 Hz	1.0 dBmV	34.8 dB	76805	329914
4	Locked	256 QAM	4	495000000 Hz	1.3 dBmV	34.9 dB	76975	331229
5	Locked	256 QAM	5	507000000 Hz	1.3 dBmV	34.2 dB	81260	353244
6	Locked	256 QAM	6	513000000 Hz	1.2 dBmV	33.8 dB	82982	361620
7	Locked	256 QAM	7	519000000 Hz	1.3 dBmV	33.8 dB	83043	363168
8	Locked	256 QAM	8	525000000 Hz	1.5 dBmV	34.9 dB	85445	373099
9	Locked	256 QAM	9	531000000 Hz	1.5 dBmV	34.3 dB	86862	383411
10	Locked	256 QAM	10	537000000 Hz	1.9 dBmV	34.3 dB	89654	396440
11	Locked	256 QAM	11	543000000 Hz	2.3 dBmV	34.7 dB	91558	409615
12	Locked	256 QAM	12	549000000 Hz	1.9 dBmV	34.1 dB	92586	414865
13	Locked	256 QAM	13	555000000 Hz	1.6 dBmV	34.0 dB	95483	424435
14	Locked	256 QAM	14	561000000 Hz	1.4 dBmV	33.7 dB	95991	430424
15	Locked	256 QAM	15	567000000 Hz	1.2 dBmV	34.7 dB	97864	439577
16	Locked	256 QAM	16	573000000 Hz	1.0 dBmV	34.7 dB	99126	445296
17	Locked	256 QAM	17	579000000 Hz	0.7 dBmV	34.2 dB	101532	454824
18	Locked	256 QAM	18	585000000 Hz	1.6 dBmV	34.7 dB	100895	453259
19	Locked	256 QAM	19	591000000 Hz	2.3 dBmV	34.7 dB	100880	456810
20	Locked	256 QAM	20	597000000 Hz	2.7 dBmV	34.5 dB	101577	461623
21	Locked	256 QAM	21	603000000 Hz	2.7 dBmV	34.1 dB	104183	474389
22	Locked	256 QAM	22	609000000 Hz	2.5 dBmV	33.4 dB	106115	480938
23	Locked	256 QAM	23	615000000 Hz	3.1 dBmV	34.0 dB	106875	487340
24	Locked	256 QAM	24	621000000 Hz	3.0 dBmV	33.1 dB	109453	498252
25	Locked	256 QAM	25	627000000 Hz	2.6 dBmV	33.0 dB	110967	510259
26	Locked	256 QAM	26	633000000 Hz	2.5 dBmV	32.6 dB	112349	516957
27	Locked	256 QAM	27	639000000 Hz	2.3 dBmV	33.4 dB	115262	528488
28	Locked	256 QAM	28	645000000 Hz	1.6 dBmV	33.4 dB	116160	534074
29	Locked	256 QAM	30	657000000 Hz	0.5 dBmV	32.7 dB	118558	545565
30	Locked	256 QAM	36	663000000 Hz	0.9 dBmV	33.3 dB	116790	535592
31	Locked	Unknown	37	669000000 Hz	0.9 dBmV	33.3 dB	116744	538140
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	4	5120 Ksym/sec	16400000 Hz	41.3 dBmV
2	Locked	ATDMA	1	5120 Ksym/sec	35600000 Hz	41.8 dBmV
3	Locked	ATDMA	2	5120 Ksym/sec	29200000 Hz	43.0 dBmV
4	Locked	ATDMA	3	5120 Ksym/sec	22800000 Hz	41.8 dBmV
5	Locked	ATDMA	5	1280 Ksym/sec	39600000 Hz	46.5 dBmV
6	Not Locked	Unknown	0	0	0	0.0 dBmV
7	Not Locked	Unknown	0	0	0	0.0 dBmV
8	Not Locked	Unknown	0	0	0	0.0 dBmV

Downstream OFDM Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0 ,1 ,2 ,3	31	690000000 Hz	2.88 dBmV	37.5 dB	1228 ~ 2867	401358	400672	0
2	Not Locked	0	0	0 Hz	0 dBmV	0 dB	0 ~ 4095	0	0	0

Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV

Here is my error log from this morning 12/11/2020 @ 9:10am

Clear Log Refresh

Time	Priority	Description
Fri Dec 11 09:10:54 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:10:32 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:10:23 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:10:17 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:09:30 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:07:13 2020	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:07:10 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:06:54 2020	Warning (5)	MDD message timeout;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:06:24 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:06:04 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:06:03 2020	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:05:46 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:05:46 2020	Warning (5)	MDD message timeout;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:04:46 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:02:33 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:00:53 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:00:19 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 30 36 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;C
Fri Dec 11 09:00:02 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 1; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 09:00:01 2020	Warning (5)	MDD message timeout;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:58:24 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:56:45 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 30 36 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;C
Fri Dec 11 08:56:14 2020	Warning (5)	MDD message timeout;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:55:59 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:55:30 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:54:51 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:54:37 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:54:09 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:53:42 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:53:22 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 30 36 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;C
Fri Dec 11 08:53:17 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:52:52 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 30 36 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;C
Fri Dec 11 08:52:27 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:52:22 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 30 36 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;C
Fri Dec 11 08:52:03 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:52:01 2020	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:51:39 2020	Warning (5)	MDD message timeout;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:50:13 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:49:59 2020	Warning (5)	MDD message timeout;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:48:48 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;
Fri Dec 11 08:48:33 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=08:36:c9:9f:59:d0;CMTS-MAC=00:01:5c:a8:a0:9f;CM-QOS=1.1;CM-VER=3.1;

BruceW · Answer

The downstream SNR values are borderline/too low, and the error counts are too high.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. Insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

EG · Answer

FWIW, the signals must be clean and noise free in order to be able to use an amp or it will make things even worse ! *Garbage in = even more garbage out* !

Perhaps there is noise leaking it to the lines somewhere ? It may not be at your premises. Perhaps you should get a tech out to investigate, Good luck !

azarco92 · Answer

so have another tech come out and insist that they escalte the ticket if it isn't an issue within my home?

azarco92 · Answer

I had 2 Techs come out already and each charge me 70 bucks. I'm already out 140 dollars with no resolution. I tried all the self troubleshooting and i still can't manage to get the SNR and the uncorrectibles in check.

EG · Answer

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 !

Your Home Network

azarco92

Netgear CAX80 T3/T4 Timeouts. High ammount of uncorrectables

Responses

BruceW

EG

azarco92

azarco92

EG

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