Visitor
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3 Messages
Recurring outages after tech visit – T3/T4 timeouts and upstream power spikes
Hi everyone,
I’m still experiencing intermittent service outages after a recent technician visit. The issue temporarily improved but has returned.
My DOCSIS 3.1 modem logs show repeated T3/T4 timeouts and Dynamic Range Window violations during the outages.
Signal levels currently look like this:
• Downstream: ~0 dBmV, 37–38 dB SNR across channels (looks healthy)
• Upstream transmit power: consistently 46–47+ dBmV and rises prior to outages
• During outages the modem reboots and my router loses its WAN IP
Based on this, it appears to be an upstream noise/ingress issue outside the home rather than an inside wiring problem.
Could this be escalated to maintenance/line technicians to investigate the upstream path and neighborhood plant?
Thank you!
EG
Expert
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116.3K Messages
4 hours ago
You are going to have to have a premises-facing tech visit first. If they can not find or fix a problem at your home, it is they who are the only ones that can escalate it up to their line / network / maintenance dept. techs. It is their S.O.P. to start at the home. And if the problem is found to be anywhere on their side of the demarcation point, there will not be any charge.
Good luck !
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WorksOnMyMachine
Visitor
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3 Messages
2 hours ago
Thanks for the guidance, that makes sense.
I actually did have a premises technician visit recently. After that visit the connection was stable for about a week, but the intermittent outages have now returned.
Since the visit, I’ve continued monitoring the modem signal levels and logs. Here’s what I’m consistently seeing during outages:
• Repeated T3/T4 timeouts
• Dynamic Range Window violations
• Upstream transmit power rising into the 46–47+ dBmV range before service drops
• Modem sometimes fully reboots during the events
• Router loses WAN IP and I cannot reach the modem locally during the outage
Meanwhile the downstream side remains excellent and stable:
• ~0 dBmV power
• 37–38 dB SNR across channels
Because the inside wiring, connectors, and drop were already checked/replaced during the visit, and the downstream levels are clean, this looks increasingly like an intermittent upstream noise/ingress issue outside the home (plant/node).
What would be the best way to get this re-opened and escalated for a line/maintenance investigation? I’m happy to provide logs, timestamps, or schedule another visit if needed.
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WorksOnMyMachine
Visitor
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3 Messages
56 minutes ago
Thank you. Tech is on the way and we'll start racking up those failed home visits.
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