Regular Visitor
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3 Messages
Sudden Modem Drop Outs -- T3 and T4 Timeout Errors
Over the last 3 days we have been dealing with internet drop outs that last about 5-10 minutes. We haven't made any changes to our modem/cables/etc.
Here are the status messages from our modem: Arris SB6183
| Time | Priority | Description |
|---|---|---|
| Sun Feb 09 12:30:32 2025 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sun Feb 09 12:31:37 2025 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Time Not Established | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| Time Not Established | Warning (5) | ToD request sent - No Response received |
And the most recent status:
| 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 | QAM256 | 36 | 597000000 Hz | -1.8 dBmV | 36.4 dB | 279 | 145 |
| 2 | Locked | QAM256 | 29 | 555000000 Hz | -1.5 dBmV | 36.7 dB | 212 | 179 |
| 3 | Locked | QAM256 | 30 | 561000000 Hz | -1.9 dBmV | 36.6 dB | 305 | 178 |
| 4 | Locked | QAM256 | 31 | 567000000 Hz | -1.9 dBmV | 36.5 dB | 239 | 182 |
| 5 | Locked | QAM256 | 32 | 573000000 Hz | -1.6 dBmV | 36.5 dB | 218 | 180 |
| 6 | Locked | QAM256 | 33 | 579000000 Hz | -2.2 dBmV | 36.5 dB | 235 | 152 |
| 7 | Locked | QAM256 | 34 | 585000000 Hz | -2.4 dBmV | 36.3 dB | 246 | 208 |
| 8 | Locked | QAM256 | 35 | 591000000 Hz | -2.0 dBmV | 36.4 dB | 199 | 181 |
| 9 | Locked | QAM256 | 37 | 603000000 Hz | -2.7 dBmV | 36.2 dB | 415 | 124 |
| 10 | Locked | QAM256 | 38 | 609000000 Hz | -2.4 dBmV | 36.2 dB | 376 | 272 |
| 11 | Locked | QAM256 | 39 | 615000000 Hz | -2.4 dBmV | 36.1 dB | 221 | 116 |
| 12 | Locked | QAM256 | 40 | 621000000 Hz | -2.7 dBmV | 35.7 dB | 268 | 180 |
| 13 | Locked | QAM256 | 41 | 627000000 Hz | -3.1 dBmV | 35.4 dB | 575 | 112 |
| 14 | Locked | QAM256 | 42 | 633000000 Hz | -3.0 dBmV | 35.4 dB | 207 | 139 |
| 15 | Locked | QAM256 | 43 | 639000000 Hz | -2.4 dBmV | 35.8 dB | 209 | 210 |
| 16 | Locked | QAM256 | 44 | 645000000 Hz | -3.5 dBmV | 35.5 dB | 250 | 135 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 17 | 5120 Ksym/sec | 16400000 Hz | 38.4 dBmV |
| 2 | Locked | ATDMA | 18 | 5120 Ksym/sec | 22800000 Hz | 37.5 dBmV |
| 3 | Locked | ATDMA | 19 | 5120 Ksym/sec | 29200000 Hz | 38.0 dBmV |
| 4 | Locked | ATDMA | 20 | 5120 Ksym/sec | 35600000 Hz | 39.0 dBmV |
Current System Time: Sun Feb 09 12:43:27 2025
XfinityKei
Official Employee
•
1.4K Messages
2 months ago
@Nordic4tKnight Thanks for bringing your connection concerns to our attention. You're with the right team for a resolution. Can you meet us in a direct message so we can look at your signal levels and network to resolve your connection concerns. Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
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EG
Expert
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109.9K Messages
2 months ago
@Nordic4tKnight @XfinityKei
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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