codelirious's profile

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68 Messages

Wed, May 26, 2021 10:21 PM

T3 and T4 timeouts again over days... problem doesn't seem to be the modem (again)

I've been getting random modem internet disconnects for the last few weeks, that have lasted minutes or hours. It's becoming super-frustrating because I use my modem for my full-time job.

Whenever I investigate it, using the Xfinity My Account app (on Android), it says Comcast is having no service issues in my area, but it indicates it can't reach the modem… last time the app just reset it which was great, but this time it couldn't even do that.

When I go look at the modem admin - 192.168.0.1 (Motorola) - I can log in, everything looks FINE (of course), but then when I go to the Event Log, it shows the good ol' T3 and T4 timeouts all over the place, which are the same ones I got years ago when I worked from home and Comcast (when I made them come out) ALWAYS discovered some bad wire or box OUTSIDE of the residence (three times now).

I'm tired of swapping out modems that don't fix an external problem (which is what happened before I badgered them enough to come out and test wires), and I always go through the normal troubleshooting steps… I'm getting irritated that this is happening again, I started this job two months ago and I HAVE to have a reliable internet connection.

Please look at my logs and tell me anything new, or confirm that Comcast needs to come out again and test wires… which I'm not gonna pay for, because every other time we FOUND the problem, it was THEIR wires, not my modem. The other times they didn't check, we just mussed with the modem and the problem kept returning.

My modem's MAC address is CM-MAC (though I've obscured the actual address for security reasons), and I don't know what device CMTS-MAC refers to.

Event Log

   Log  

  

 Time Priority Description 

 Thu May 20 10:39:43 2021  Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.1;CM-VER=3.0; 

 Thu May 20 10:44:03 2021  Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.1;CM-VER=3.0; 

 Thu May 20 10:44:11 2021  Critical (3) No Ranging Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.0;CM-VER=3.0; 

 Thu May 20 10:45:04 2021  Critical (3) TFTP failed - Request sent - No Response;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.0;CM-VER=3.0; 

 Thu May 20 10:45:04 2021  Critical (3) TFTP Request Retries exceeded, CM unable to register  

 Thu May 20 10:45:11 2021  Critical (3) No Ranging Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.0;CM-VER=3.0; 

 Thu May 20 12:46:16 2021  Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.1;CM-VER=3.0; 

 Thu May 20 12:46:16 2021  Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.1;CM-VER=3.0; 

 Thu May 20 12:46:16 2021  Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.1;CM-VER=3.0; 

 Mon May 24 11:14:48 2021  Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.1;CM-VER=3.0; 

 Mon May 24 11:19:08 2021  Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.1;CM-VER=3.0; 

 Mon May 24 11:19:20 2021  Critical (3) No Ranging Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.0;CM-VER=3.0; 

 Mon May 24 11:19:21 2021  Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.0;CM-VER=3.0; 

 Mon May 24 11:22:00 2021  Critical (3) Resetting the cable modem due to docsDevResetNow 

 Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.0;CM-VER=3.0; 

 Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6 

 Wed May 26 14:47:11 2021  Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.1;CM-VER=3.0; 

 Wed May 26 14:51:31 2021  Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123:ABC;CMTS-MAC=456:DEF;CM-QOS=1.1;CM-VER=3.0; 

 Wed May 26 14:51:42 2021  Notice (6) Honoring MDD; IP provisioning mode = IPv6 

This post was escalated on June 15, 2021 by EG

Responses

EG

Expert

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88.1K Messages

2 m ago

First. There is no need to redact the "CMTS MAC" address (only the "CM MAC" address). That is the server that your modem is connected to at the cable headend facility / building.

What do the modem's signal stats look like ? 


Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

(edited)

Contributor

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68 Messages

2 m ago

EG:

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) /  an upstream channel-return path impairment somewhere.

I'm not sure what this means. Which lines are you talking about? The wires inside my home or outside?


There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

I don't know what those other signal stats mean, but what am I supposed to do about it? Is this an indication that the problem is outside of my modem or home?

I had another disconnect from the internet yesterday for about 20 minutes, right in the middle of a conversation with someone. It was very frustrating.

Here's my log:

 Sun May 30 09:32:11 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun May 30 09:32:11 2021    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun May 30 09:32:11 2021    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun May 30 14:22:58 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun May 30 14:22:58 2021    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun May 30 14:22:58 2021    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun May 30 17:18:33 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun May 30 17:22:53 2021    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 

This is really frustrating. I don't know why Comcast isn't detecting these automatically and sending out a service tech to address the issue or notify me of something.

PS: I'm posting a comment this time, because apparently a reply to a comment here gets moved to a comment but both still show so they look like duplicates.

(edited)

Contributor

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68 Messages

2 m ago

@ComcastKorie

Do you mind sending me a PM with your name and address? To send a private message, please click on the chat icon on the top right next to the bell. Please make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

I'll PM you, but if you're an official employee of Comcast, I don't know why you can't already see my name and address connected to my Comcast account through my forum ID here... it was created here using the same email which was provided by Comcast. Can you explain why please? I've had plenty of spammers and phishers try to get my info...

If the issue was escalated, Comcast should already be on the site testing lines because they already know my address because that's how they normally deliver the service I pay for.

(edited)

Contributor

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68 Messages

2 m ago

Here's my latest timeouts... had problems on multiple days in the last two weeks.


 Mon May 31 07:56:24 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Mon May 31 07:56:24 2021    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Mon May 31 07:56:24 2021    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Tue Jun 01 07:48:24 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Tue Jun 01 07:52:44 2021    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Tue Jun 01 07:52:54 2021    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.0;CM-VER=3.0; 
 Tue Jun 01 08:03:40 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Tue Jun 01 08:08:00 2021    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sat Jun 05 10:38:11 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Wed Jun 09 23:23:50 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jun 10 00:04:09 2021    Warning (5)   MDD message timeout;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun Jun 13 21:52:40 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun Jun 13 21:52:40 2021    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun Jun 13 21:52:40 2021    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun Jun 13 21:53:07 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun Jun 13 21:57:27 2021    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun Jun 13 21:57:37 2021    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.0;CM-VER=3.0; 
 Sun Jun 13 21:57:46 2021    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Tue Jun 15 10:59:28 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 

Maybe some of the other lines in here shed light on the issue, and someone can post here an easy fix, or a tech here can notify a Comcast tech to come out and look at the lines :/

EG

Expert

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88.1K Messages

2 m ago

I'll try re-escalating this for you. Good luck !

Contributor

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68 Messages

1 m ago

More timeouts over the last few days...


 Sat Jun 19 10:10:00 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sat Jun 19 10:14:20 2021    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sat Jun 19 10:14:29 2021    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.0;CM-VER=3.0; 
 Sat Jun 19 10:14:34 2021    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Mon Jun 21 17:25:46 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Mon Jun 21 17:30:07 2021    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Mon Jun 21 17:30:21 2021    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 

(edited)

Contributor

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68 Messages

1 m ago

ComcastAaron, I sent a message to you and it's been ignored.

I sent a message to Xfinity Support with the information you said I should.

When should I expect Comcast to show any forward momentum on this?

Contributor

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68 Messages

1 m ago

More timeouts...

 Sat Jun 26 19:16:43 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sat Jun 26 19:21:03 2021    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sat Jun 26 19:21:15 2021    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 

It's every few days now.

I got a response from Peer chat... they asked for my name. No tech apparently has come out to inspect the lines based on all of the info Comcast has now.

This comment was created from this reply

Contributor

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68 Messages

1 m ago

More timeouts today:

Sun Jun 27 15:15:21 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Sun Jun 27 15:19:41 2021    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 01 22:07:34 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.0;CM-VER=3.0; 
 Fri Jul 02 07:49:53 2021    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=123:ABC;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6 

This time it lasted more than an hour, and I had to call Comcast 3 times, talk to 3 people (1 of which had a computer crash and another had audio connection issues only while connected to them), and spend over an hour on the phone to get a tech to come out tomorrow morning.

Comcast here has not come off as a high-class billion-dollar company, this experience has been very gimpy and inefficient, and Comcast should have detected the problem to begin with and sent a tech out to fix it (or at least contact me about it through email or something), and not ignored two escalations from forum admins. There still seems to be more effort from the customer to get a problem fixed than the company, and I don't have a good choice where I'm at.

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