Hi there,
I have a recurring T3 timeout that noticeably impacts how my internet operates after it occurs (certain things will not load or take an extended amount of time to do so etc.)
I have had technicians out in the past who say I am at the end of the line in my apartment complex meaning it could be numerous things at any of the other boxes for other buildings that is triggering it. I subscribe to Gigabit Pro and do get my advertised speeds. I have a customer owned modem/router (Netgear CM3000, and Asus BE96U Wifi 7) which I have replaced the CM3000 after my internet has been having issues. The last time I had a tech out he rudely and ignorantly told me "I don't care what your equipment shows, I am here to look at the line and that's it."
I then explained my equipment is simply showing that something on the line is wrong at a certain point of the day and it conveys itself by showing a T3 timeout as well as some uncorrectable error codes on certain channels. He then doubled down and said "I don't care about your equipment or how good it is, I am going off my tools, that's it."
Basically I have had numerous techs come to this place over the last 7 years and only once a Comcast rep that sees over the PNW market actually ordered a node split because we were "over subscribed." As a long time Xfinity customer I feel absolutely helpless and defeated at this point. None of the techs want to do the work that clearly needs to be done in this instance which is taking the time to sort out where this issue is actually stemming from. Instead it is dismiss the customer, do the bare minimum when it comes to a tech visit and bank on someone else eventually living here that won't notice there's a problem because they only stream Netflix.
Signal levels are all within spec:
| Cable Diagnostic |
| Status: Good |
Action:
Your setup looks fine. If you can't access the internet, make sure you properly activated the modem. If modem has been activated and you still can't access the internet, contact your service provider for troubleshooting help.
If you can access the internet but has other internet issue, the Netgear Cable Knowledge Base can provide additional troubleshooting info. |
| CM Status: |
| Downstream Status: |
| Upstream Status: |
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Refresh Save Cable Diagnostic Info |
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| Advanced Information |
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| Frequency Start Value |
| This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect. |
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| Startup Procedure |
| Procedure |
Status |
Comment |
| Acquire Downstream Channel |
405000000 Hz |
Locked |
| Connectivity State |
OK |
Operational |
| Boot State |
OK |
Operational |
| Security |
Enabled |
BPI+ |
| IP Provisioning Mode |
Honor MDD |
IPv6 only |
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| Downstream Bonded Channels |
| Channel |
Lock Status |
Modulation |
Channel ID |
Frequency |
Power |
SNR |
Correctables |
Uncorrectables |
| 1 |
Locked |
QAM256 |
4 |
405000000 Hz |
4.6 dBmV |
45.3 dB |
1 |
0 |
| 2 |
Locked |
QAM256 |
1 |
387000000 Hz |
4.7 dBmV |
45.4 dB |
0 |
0 |
| 3 |
Locked |
QAM256 |
2 |
393000000 Hz |
4.7 dBmV |
45.4 dB |
0 |
0 |
| 4 |
Locked |
QAM256 |
3 |
399000000 Hz |
4.6 dBmV |
45.4 dB |
0 |
0 |
| 5 |
Locked |
QAM256 |
5 |
411000000 Hz |
4.5 dBmV |
45.0 dB |
0 |
0 |
| 6 |
Locked |
QAM256 |
6 |
417000000 Hz |
4.5 dBmV |
45.3 dB |
0 |
0 |
| 7 |
Locked |
QAM256 |
7 |
423000000 Hz |
4.4 dBmV |
45.2 dB |
0 |
0 |
| 8 |
Locked |
QAM256 |
8 |
429000000 Hz |
4.4 dBmV |
45.2 dB |
0 |
0 |
| 9 |
Locked |
QAM256 |
9 |
435000000 Hz |
4.4 dBmV |
45.2 dB |
0 |
0 |
| 10 |
Locked |
QAM256 |
10 |
441000000 Hz |
4.3 dBmV |
45.2 dB |
0 |
0 |
| 11 |
Locked |
QAM256 |
11 |
447000000 Hz |
4.4 dBmV |
45.2 dB |
0 |
0 |
| 12 |
Locked |
QAM256 |
12 |
453000000 Hz |
4.5 dBmV |
45.2 dB |
0 |
0 |
| 13 |
Locked |
QAM256 |
13 |
459000000 Hz |
4.5 dBmV |
45.2 dB |
0 |
0 |
| 14 |
Locked |
QAM256 |
14 |
465000000 Hz |
4.5 dBmV |
45.2 dB |
2 |
0 |
| 15 |
Locked |
QAM256 |
15 |
471000000 Hz |
4.6 dBmV |
45.2 dB |
1 |
0 |
| 16 |
Locked |
QAM256 |
16 |
477000000 Hz |
4.7 dBmV |
45.3 dB |
1 |
0 |
| 17 |
Locked |
QAM256 |
17 |
483000000 Hz |
4.7 dBmV |
45.3 dB |
0 |
0 |
| 18 |
Locked |
QAM256 |
18 |
489000000 Hz |
4.7 dBmV |
45.3 dB |
0 |
0 |
| 19 |
Locked |
QAM256 |
19 |
495000000 Hz |
4.7 dBmV |
45.3 dB |
1 |
0 |
| 20 |
Locked |
QAM256 |
20 |
501000000 Hz |
4.6 dBmV |
45.2 dB |
1 |
0 |
| 21 |
Locked |
QAM256 |
21 |
507000000 Hz |
4.5 dBmV |
45.1 dB |
1 |
0 |
| 22 |
Locked |
QAM256 |
22 |
513000000 Hz |
4.4 dBmV |
45.1 dB |
1 |
0 |
| 23 |
Locked |
QAM256 |
23 |
519000000 Hz |
4.3 dBmV |
45.0 dB |
1 |
0 |
| 24 |
Locked |
QAM256 |
24 |
525000000 Hz |
4.2 dBmV |
45.0 dB |
2 |
0 |
| 25 |
Locked |
QAM256 |
25 |
531000000 Hz |
3.9 dBmV |
44.8 dB |
1 |
0 |
| 26 |
Locked |
QAM256 |
26 |
537000000 Hz |
3.7 dBmV |
44.6 dB |
0 |
0 |
| 27 |
Locked |
QAM256 |
27 |
543000000 Hz |
3.6 dBmV |
44.5 dB |
0 |
0 |
| 28 |
Locked |
QAM256 |
28 |
549000000 Hz |
3.5 dBmV |
44.5 dB |
0 |
0 |
| 29 |
Locked |
QAM256 |
29 |
555000000 Hz |
3.6 dBmV |
44.4 dB |
1 |
0 |
| 30 |
Locked |
QAM256 |
30 |
561000000 Hz |
3.7 dBmV |
44.5 dB |
1 |
0 |
| 31 |
Locked |
QAM256 |
31 |
567000000 Hz |
3.9 dBmV |
44.6 dB |
1 |
0 |
| 32 |
Locked |
QAM256 |
32 |
573000000 Hz |
4.1 dBmV |
44.7 dB |
1 |
0 |
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| Upstream Bonded Channels |
| Channel |
Lock Status |
US Channel Type |
Channel ID |
Symbol Rate |
Frequency |
Power |
| 1 |
Locked |
ATDMA |
3 |
5120 Ksym/sec |
29200000 Hz |
45.8 dBmV |
| 2 |
Locked |
ATDMA |
2 |
5120 Ksym/sec |
22800000 Hz |
45.8 dBmV |
| 3 |
Locked |
ATDMA |
1 |
5120 Ksym/sec |
16400000 Hz |
45.5 dBmV |
| 4 |
Locked |
ATDMA |
4 |
5120 Ksym/sec |
35600000 Hz |
46.3 dBmV |
| 5 |
Not Locked |
Unknown |
0 |
0 |
0 |
0.0 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 |
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| Downstream OFDM Channels |
| Channel |
Lock Status |
Profile ID |
Channel ID |
Frequency |
Power |
SNR / MER |
Active Subcarrier
Number Range |
Unerrored
Codewords |
Correctable
Codewords |
Uncorrectable
Codewords |
| 1 |
Locked |
0 ,1 ,2 ,3 |
193 |
722000000 Hz |
5.08 dBmV |
44.2 dB |
448 ~ 3647 |
1613064297 |
516423103 |
0 |
| 2 |
Locked |
0 ,1 ,2 ,3 |
194 |
957000000 Hz |
4.28 dBmV |
43.4 dB |
148 ~ 3947 |
1627189073 |
623369974 |
49 |
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| Upstream OFDMA Channels |
| Channel |
Lock Status |
Modulation / Profile ID |
Channel ID |
Frequency |
Power |
| 1 |
Locked |
12 ,13 |
41 |
36200000 Hz |
41.5 dBmV |
| 2 |
Not Locked |
0 |
0 |
0 Hz |
0 dBmV |
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| Time |
Priority |
Description |
| Fri Jan 24 08:31:56 2025 |
(Critical (3)) |
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:******;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
I just want working stable internet at this point.
XfinityChristy
Official Employee
•
2K Messages
3 months ago
I see from the information you've provided that your signal levels appear to be within specifications. However, the T3 timeouts in your modem's logs do indicate that there may be an intermittent issue on the line. Can you tell me a little more about how often these T3 timeouts are occurring? Is there a specific time of day or activity that seems to trigger them? The additional details may help us narrow down the potential causes.
In the meantime, I'd like to do some further troubleshooting on my end. Could you send a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account to get started?
To send a "Direct Message" message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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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