Visitor
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4 Messages
T2 / T3 / T4 frequent timeout errors causing modem resets
replaced cable modem in March 2022. No problems until about July, now continuously getting T3/T4 errors and even some T2 errors which reboot modem. Internet comes back within 2 minutes or so, but it is very annoying.
Downstream power is good, -1.5dVmV average, receive SNR is good, 37dB and higher average. All 16 channels bonded.
Upstream is a little hot, 47dbmV and only 1 bonded channel, instead of 4 -- which leads me to think there is a signal issue on the line back TO the CMTS
Cable is plugged directly into xfinity provided splitter which goes to the cable equipment onto the pole. There is no other load or cable use other than the modem.
I am happy to provide error logs and power measurements. But this isn't a home premises problem.
Thank you.
--Bob in Rockville, MD
XfinityAmandaB
Official Employee
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3.2K Messages
4 years ago
@Bob_B Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" 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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118.3K Messages
4 years ago
@BobB_Rockville @XfinityAmandaB
Please circle back here and post any possible solutions for the issue here in the open 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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EG
Expert
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118.3K Messages
4 years ago
👍
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BobB_Rockville
Visitor
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4 Messages
3 years ago
@EG
Sorry it took so long but finally have resolution to this problem - and hopefully some advice for anybody else with sporadic outages and CMTS T2/T3/T4 errors.
BLUF - Xfinity replaced the 10+ year old cable from the pole to my house and grounded the new connections. Problems resolved. Downstream signal strength went up, upstream signal stabilized across all four channels, not a single forced modem reboot over 3 days now (72+ hours uptime. Previously it reset every 2 hours or so.)
The Long Long Long Story:
Replaced modem in March, no problems until June-ish, and over last 6 months modem resets happened more frequently for no apparent external reason (good and bad weather, day and night, hot and cold, etc). Removed, replaced, and capped all unused connectors, only had one active drop in house and one 2-1 splitter outside. Log files show headend CMTS synch problems - T2/T3/T4 errors every 10 minutes. Downstream SNR and power are good (+1dBmV and 38dB) , but upstream was first way overpowered (57db) then less so once splitters removed (45db). Yet only one of 4 upstream channels would lock. Very odd.
Xfinity support would not help over phone, only reboot modem and say "internet is working now" -- yes I know. But it goes out randomly, and only for 2 min, so I can't exactly call when it's out. Xfinity live chat similarly unhelpful.
The best support was from THIS forum via DM/private message channels. The xfinity techs HERE reviewed my signal log screenshots and acknowledged the outside of house problem -- huzzah!!!
But, they still required an at home visit to diagnose. Boooooo. I didn't get to it until just last week. Made an appointment and the very next day get phone call from "advanced technical support". They tried to CANCEL my appointment because they saw the internet was working. Yes it is, right now, but it goes out! So I had to convince them to keep the appointment on. Grrrrr. They did not understand my technical description either - not very advanced.
So. My spouse is stuck waiting at home but the tech arrives within appointment window (yay). Looks around (ok). And declares my 10+ year old drop from street is old, degraded, and needs to be replaced (yup). But they can't do it until I trim the trees (uh, whaaaaaat?). Tech leaves and auto-schedules another appointment for later the week. Of note - the trees do NOT touch the cable. They were close, but not within even wind blowing distance. Fine though -- I get the pole-cutter to trim around the cables. No excuses for next tech.
My spouse again has to wait at home, however, the follow up appointment was WAY late which was VERY upsetting. The scheduled window was 10a-12p. No word until 1155a that "tech is running late". I had to work xfinity call support to get a representative to call dispatch at 1220p to see what status is. Keep in mind my spouse is still stuck home and cannot work. Dispatch promised tech will be "at house by 2p". Great. Entire work day wasted. No offering of any compensation or apology for blowing through TWO windows (10-12 and 12-2). We are very upset.
The tech finally arrived, with the work order, replaced drop cable AND splitter -- placed a shielded coupler on cable to house -- and grounded it to utility box nearby.
That seems to have done trick. Wish I did this months ago. Also wish I knew of "tree" issue so first tech could drop next cable. Either way - this ends the saga for now.
Final advice -- cables degrade. Also check your grounding (green simple piece of wire). These might be good place to diagnose before spending $ on equipment and time on house calls. I did not expect the signaling to clear up so cleanly. Yet here we are. :)
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