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T3 and T4 Timeouts Constantly Interrupting Service
My internet works well 98% of the time, but almost every day I get 5min interruptions due to T3 & T4 timeout issues. It's been like this since I got service back in November 2024, but it's gotten worse over the last couple of months and is happening more and more often. I've had 4 techs (2 actually came for one visit) to my house over this period & they've verified that my signal is great. One of them replaced an outlet connector and said it would help, but it didn't improve anything. I was told that I was required to purchase a brand new modem, which I did - at a ~$210 expense - and that didn't help anything either. The last tech that came said that - since the signal was verified good - there was nothing he could do and that I shouldn't accept further appointments with techs at my house as Xfinity would try to charge me.
I've spoken to a dozen tech support personnel at Comcast/Xfinity - one she'd send an SR Tech who could check the network in the surrounding area, only for the person that called to verify the appointment time to tell me that the appointment was with a run-of-the-mill in-home tech who couldn't help at all...so I took their recommendation and cancelled the appointment. I spoke with Netgear support and they basically verified everything was working correctly with the modem and that nothing could be done.
Everything here points to an issue somewhere on the Xfinity side of things, but nobody seems to be able to help. I've had almost a dozen calls with tech support and even visited a local Xfinity store, but every Xfinity person I talk to gives me a variation on "oh do X thing, buy this, go to the store in person, have another tech come by". I had to call today to cancel the service to go to a reliable provider with functioning tech support. I don't *want* to do this - I'd like to stay with Xfinity - but nobody is helping fix this problem.
This has been an issue for 6+ months, has already wasted $250 (on top of the internet bills) & over 20 hours of my time, only for there to be NO resolution provided. I would happily stay with Xfinity, but I want service that works. The person that handled my cancellation request - will be cancelling at the end of this billing cycle - recommended that I post on here, so I'm doing that as a last effort. Modem is a brand new Netgear CM1000v2. I'm happy to post logs, but what you're going to see is pretty typical - everything looking good, with all of the downstream levels between -3.7dBmV & -1.6dBmV (SNR / MER 34.0dB ~ 46.1dB) and upstream levels between 42.3dBmV & 43.0dBmV...but then when you check the error log, there are blocks that all look like the following:
2025-06-12, 20:11:11 | Critical (3) | UCD invalid or channel unusable;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2025-06-12, 20:11:10 | Notice (6) | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2025-06-12, 20:11:01 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
2025-06-12, 20:10:56 | Critical (3) | UCD invalid or channel unusable;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2025-06-12, 20:11:19 | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
2025-06-12, 20:11:15 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2025-06-12, 20:11:05 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2025-06-12, 20:10:54 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2025-06-12, 20:10:53 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2025-06-12, 20:10:52 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
2025-06-12, 20:09:22 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
NOTE: I have removed my MAC address info from the above, but I can share it with authorized Comcast/Xfinity personnel if needed for troubleshooting reasons.
I've searched the forums and have encountered a couple of other examples of this, which basically look like they never got resolved, which is Not heartening. If this example can be different and someone can Actually fix the problem, let me know.
No Responses!