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

Responses

EG

Expert

•

110K Messages

4 years 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)

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codelirious

Contributor

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85 Messages

4 years 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)

0

codelirious

Contributor

•

85 Messages

4 years 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)

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user_bb6db4

Visitor

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3 Messages

@codelirious

I like using the MyAccount app to chat with a rep. They will have you try to powercycle and the other basic stuff but if there's something wrong that they can see with their tools they will send a technician. Happy troubleshooting.

4 years ago

0

codelirious

Contributor

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85 Messages

I've already power-cycled a million times, and I already know how to do that using the Xfinity phone app. That's never fixed the T3/T4 timeouts, which have always in my experience been been traced to line problems outside of my residence (not even in the walls). I'm just posting here for posterity's sake and to have some public evidence in case I'm not believed by someone at Comcast support (which has happened in the past, yes). I'll just try to PM or email or chat or whatever to some "tech" in Comcast... this is gonna add so many lost hours to my days; a tech should have already noticed these issues and fixed it weeks ago. I'm just blown away that doesn't automatically happen.

(edited)

4 years ago

0

codelirious

Contributor

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85 Messages

4 years 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 :/

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CCAaron1

Problem Solver

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954 Messages

Hello @codelirious. I am sorry to see you are having so many time outs and I would love to assist you with a resolution. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page. 

Here are 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

I no longer work for Comcast.

4 years ago

0

EG

Expert

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110K Messages

4 years ago

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

1

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codelirious

Contributor

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85 Messages

@EG What am I supposed to expect with re-escalation?

4 years ago

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codelirious

Contributor

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85 Messages

4 years 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)

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codelirious

Contributor

•

85 Messages

4 years 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?

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user_bb6db4

Visitor

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3 Messages

@codelirious three weeks into this have you considered using a more common channel that will most likely get you an appointment for a technician? if you don't like calling just use the chat option in the app.

its like saying a plumber should come out and fix your leaky pipe before they know its leaking. how old is your main line? main lines can degrade after decades of UV exposure and moisture therefore needing maintenance from time to time. from my experience being courteous with the phone agents they were able to help me. its a complex system and it sounds like it can't be diagnosed over a discussion board. if you go to a store they could probably help you there if you're more of the face to face type.

(edited)

4 years ago

0

codelirious

Contributor

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85 Messages

@user_bb6db4

> have you considered using a more common channel

Yep. I already mentioned this.

> just use the chat option in the app

I already did. The only response I got was to ask for my name. There was no notification for that response.

> its like saying a plumber should come out and fix your leaky pipe before they know its leaking

A plumber can't tell that my pipe is leaking because they don't control the pipes and water pressure to my sink. Comcast controls the lines and connection to my modem. T3 and T4 errors have always been problems with lines or boxes outside of the residence (as I've stated), and it took almost a dozen calls each time (3) to get them to come out and just inspect the lines and boxes. So now I'm trying this.

> how old is your main line?

I don't know. I don't manage that, Comcast does. They control the lines and boxes and connection to my modem, they should be able to see when something is failing, or notice my errors here, or actually do something when it's been escalated to them twice by forum admins.

> main lines can degrade after decades of UV exposure and moisture therefore needing maintenance from time to time. from my experience being courteous with the phone agents they were able to help me. its a complex system and it sounds like it can't be diagnosed over a discussion board. if you go to a store they could probably help you there if you're more of the face to face type.

That's nice. If Comcast won't do their job here, I'll call them and do what I have to do until they fix it. I know it's complex, and I'm not asking for anyone to diagnose the lines and boxes outside from within this forum 😆 As I stated, I'm posting the errors here when they happen for the record, because this thread has been escalated to them by admins here. If you're uncomfortable reading the posts, then don't read them. This issue needs to be publicly shown so Comcast does better with it in the future. So far they seem to have no clue when it happens, or they don't care until we complain enough or publicly show what's happening.

4 years ago

0

codelirious

Contributor

•

85 Messages

4 years 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

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XfinityVianney

Official Employee

•

2.1K Messages

We are certainly here and willing to help @codelirious. I have received and replied to your peer chat, and I'm happy to provide additional assistance. We do need to discuss the account and location details in private, so we can get a tech out right away. For security purposes, we do request some verification steps for the account. I must also collect the best date and time to get someone to ensure we are all on the same page. I promise we will do our best to help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

4 years ago

0

codelirious

Contributor

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85 Messages

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.

This reply has been converted into a comment

4 years ago

0

codelirious

Contributor

•

85 Messages

4 years 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.

This comment was created from this reply

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codelirious

Contributor

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85 Messages

4 years ago

A Comcast wire mechanic came out and looked at the wires etc, found a bunch of problems outside (as expected), fixed them or whatever, found some issue inside the wall jack, replaced that and the cables etc, everything looks tight, things have been running fine for the most part, but I'm still getting T3/T4 timeouts. I've already notified him again about it and they may have to replace a bunch of stuff in the wall and outside... this is what happens when Comcast just lets their equipment languish instead of keeping quality control by monitoring & testing and replacing and upgrading gear when it's detected as going bad. Instead they just leave it completely on the customer to suffer through interruptions and disruptions with home and work etc while we try to get their phone reps to take us seriously or just fix the problems that should be apparent to them.

I mean, when (now) four techs have said "text me" when the problem happens (over the years, depending on whoever's available) to avoid the phone reps... that shows a wasteful Comcast problem; we shouldn't even have to talk to anyone! They should already be aware of the issues and fix them without us even knowing.

I'm just posting the logs here for posterity. A tech worker can see it ad infinitum in person, but it doesn't address the larger issue: Comcast laundry not being washed periodically, dirty clothes piling up; here's more of this corner of their dirty room:

Tue Jul 20 23:21:03 2021 Critical (3) No UCDs Received - Timeout;;CM-MAC=123;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 20 23:21:05 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=123;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 20 23:21:14 2021 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.0;CM-VER=3.0;
Tue Jul 20 23:21:18 2021 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.0;CM-VER=3.0;
Sun Jul 25 23:18:31 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0;
Sun Jul 25 23:18:37 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0;
Sun Jul 25 23:20:53 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0;
Sun Jul 25 23:20:53 2021 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0;
Sun Jul 25 23:21:22 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0;
Sun Jul 25 23:21:22 2021 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0;
Sun Jul 25 23:21:52 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0;
Sun Jul 25 23:21:52 2021 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0;
Sun Jul 25 23:22:12 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0;
Sun Jul 25 23:22:12 2021 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0;
Sun Jul 25 23:22:14 2021 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=123;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=123;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=123;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
Tue Aug 10 12:16:44 2021 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0;
Tue Aug 10 12:20:57 2021 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.1;CM-VER=3.0;
Tue Aug 10 12:21:06 2021 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=123;CMTS-MAC=00:01:5c:76:92:4d;CM-QOS=1.0;CM-VER=3.0;

The tech said T3 timeouts are likely Comcast problems, not modem problems. If you know better, say why.

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U

user_197622

Visitor

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1 Message

4 years ago

Is this solved yet? I have the same problem. With no changes on my part, I went from 900 mbps to 90 about 3 weeks ago. Modem event log shows exact same problems as codelirious. HELP!

1

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EG

Expert

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110K Messages

@user_197622

Please create a new topic of your own here on this board detailing your issue. Thanks.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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4 years ago

0

Your Home Network

codelirious

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

EG

codelirious

codelirious

user_bb6db4

codelirious

codelirious

CCAaron1

EG

codelirious

codelirious

codelirious

user_bb6db4

codelirious

codelirious

XfinityVianney

codelirious

codelirious

codelirious

user_197622

EG

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