azarco92's profile

New Poster

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3 Messages

Fri, Dec 11, 2020 7:00 AM

Netgear CAX80 T3/T4 Timeouts. High ammount of uncorrectables

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
 
Here is my cable connection info
Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel651 MHzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnabledBPI+
 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1Locked256 QAM29651000000 Hz1.3 dBmV32.9 dB212532981782
2Locked256 QAM2483000000 Hz0.5 dBmV34.5 dB75461323642
3Locked256 QAM3489000000 Hz1.0 dBmV34.8 dB76805329914
4Locked256 QAM4495000000 Hz1.3 dBmV34.9 dB76975331229
5Locked256 QAM5507000000 Hz1.3 dBmV34.2 dB81260353244
6Locked256 QAM6513000000 Hz1.2 dBmV33.8 dB82982361620
7Locked256 QAM7519000000 Hz1.3 dBmV33.8 dB83043363168
8Locked256 QAM8525000000 Hz1.5 dBmV34.9 dB85445373099
9Locked256 QAM9531000000 Hz1.5 dBmV34.3 dB86862383411
10Locked256 QAM10537000000 Hz1.9 dBmV34.3 dB89654396440
11Locked256 QAM11543000000 Hz2.3 dBmV34.7 dB91558409615
12Locked256 QAM12549000000 Hz1.9 dBmV34.1 dB92586414865
13Locked256 QAM13555000000 Hz1.6 dBmV34.0 dB95483424435
14Locked256 QAM14561000000 Hz1.4 dBmV33.7 dB95991430424
15Locked256 QAM15567000000 Hz1.2 dBmV34.7 dB97864439577
16Locked256 QAM16573000000 Hz1.0 dBmV34.7 dB99126445296
17Locked256 QAM17579000000 Hz0.7 dBmV34.2 dB101532454824
18Locked256 QAM18585000000 Hz1.6 dBmV34.7 dB100895453259
19Locked256 QAM19591000000 Hz2.3 dBmV34.7 dB100880456810
20Locked256 QAM20597000000 Hz2.7 dBmV34.5 dB101577461623
21Locked256 QAM21603000000 Hz2.7 dBmV34.1 dB104183474389
22Locked256 QAM22609000000 Hz2.5 dBmV33.4 dB106115480938
23Locked256 QAM23615000000 Hz3.1 dBmV34.0 dB106875487340
24Locked256 QAM24621000000 Hz3.0 dBmV33.1 dB109453498252
25Locked256 QAM25627000000 Hz2.6 dBmV33.0 dB110967510259
26Locked256 QAM26633000000 Hz2.5 dBmV32.6 dB112349516957
27Locked256 QAM27639000000 Hz2.3 dBmV33.4 dB115262528488
28Locked256 QAM28645000000 Hz1.6 dBmV33.4 dB116160534074
29Locked256 QAM30657000000 Hz0.5 dBmV32.7 dB118558545565
30Locked256 QAM36663000000 Hz0.9 dBmV33.3 dB116790535592
31LockedUnknown37669000000 Hz0.9 dBmV33.3 dB116744538140
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA45120 Ksym/sec16400000 Hz41.3 dBmV
2LockedATDMA15120 Ksym/sec35600000 Hz41.8 dBmV
3LockedATDMA25120 Ksym/sec29200000 Hz43.0 dBmV
4LockedATDMA35120 Ksym/sec22800000 Hz41.8 dBmV
5LockedATDMA51280 Ksym/sec39600000 Hz46.5 dBmV
6Not LockedUnknown0000.0 dBmV
7Not LockedUnknown0000.0 dBmV
8Not LockedUnknown0000.0 dBmV
 
Downstream OFDM Channels
ChannelLock
Status
Modulation /
Profile ID
Channel
ID
FrequencyPowerSNR /
MER
Active Subcarrier
Number Range
Unerrored
Codewords
Correctable
Codewords
Uncorrectable
Codewords
1Locked0 ,1 ,2 ,331690000000 Hz2.88 dBmV37.5 dB1228 ~ 28674013584006720
2Not Locked000 Hz0 dBmV0 dB0 ~ 4095000
 
Upstream OFDMA Channels
ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not Locked000 Hz0 dBmV
2Not Locked000 Hz0 dBmV
 
Here is my error log from this morning 12/11/2020 @ 9:10am
Clear Log Refresh
 
TimePriorityDescription
Fri Dec 11 09:10:54 2020Notice (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 2020Critical (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 2020Notice (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 2020Notice (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 2020Critical (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 2020Critical (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 2020Critical (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 2020Warning (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 2020Critical (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 2020Critical (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 2020Critical (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 2020Critical (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 2020Warning (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 2020Critical (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 2020Notice (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 2020Critical (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 2020Notice (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 2020Notice (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 2020Warning (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 2020Critical (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 2020Notice (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 2020Warning (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 2020Notice (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 2020Notice (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 2020Critical (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 2020Notice (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 2020Notice (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 2020Notice (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 2020Notice (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 2020Notice (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 2020Notice (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 2020Critical (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 2020Notice (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 2020Critical (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 2020Critical (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 2020Warning (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 2020Critical (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 2020Warning (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 2020Critical (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 2020Notice (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;
 

Responses

BruceW

Gold Problem Solver

 • 

22.4K Messages

6 m ago

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

Expert

 • 

87.1K Messages

6 m ago

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 !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

 • 

3 Messages

6 m ago

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

New Poster

 • 

3 Messages

6 m ago

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

Expert

 • 

87.1K Messages

6 m ago

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 !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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