U

Visitor

 • 

2 Messages

Mon, Sep 12, 2022 9:26 PM

T3 Timeout issues and multiple disconnects daily

I'm posting here to hopefully get this resolved since I've had no luck with the chat agents even at L2.  I'm a new Xfinity Internet customer and since day one I've been experiencing daily disconnects and I can see the many T3 errors in the modem logs.  I've even moved the modem right next to where the cable comes into my house from the street to eliminate any possible bad wiring in the house.  I even replaced my Arris SB6183 DOCSIS 3.0 modem with a new Netgear CM1000v2 DOCSIS 3.1 modem to see if it would help, but the issues still persist.  Power-cycling the modem sometimes restores service, but other times it will be an hour or more of waiting before it comes back online.

Here are my modem signal stats:

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR / MER

Unerrored Codewords

Correctable Codewords

Uncorrectable Codewords

1

Locked

QAM256

20

549000000 Hz

5.0 dBmV

42.0 dB

45440002

12244

1844

2

Locked

QAM256

1

429000000 Hz

4.3 dBmV

41.8 dB

35848509

16489

8665

3

Locked

QAM256

2

435000000 Hz

4.2 dBmV

41.9 dB

35842846

15315

4339

4

Locked

QAM256

3

441000000 Hz

2.9 dBmV

41.3 dB

35856927

15826

6757

5

Locked

QAM256

4

447000000 Hz

2.0 dBmV

41.0 dB

35859025

17131

7120

6

Locked

QAM256

5

453000000 Hz

1.9 dBmV

41.1 dB

35861260

16720

8981

7

Locked

QAM256

6

459000000 Hz

2.1 dBmV

41.2 dB

35864899

17452

8270

8

Locked

QAM256

7

465000000 Hz

2.6 dBmV

41.3 dB

35863160

17473

9451

9

Locked

QAM256

8

471000000 Hz

3.6 dBmV

41.7 dB

35871481

17277

9342

10

Locked

QAM256

9

477000000 Hz

4.8 dBmV

42.0 dB

35876350

16518

8401

11

Locked

QAM256

10

483000000 Hz

5.3 dBmV

42.2 dB

35885550

15459

4023

12

Locked

QAM256

11

489000000 Hz

4.6 dBmV

41.9 dB

35892902

13327

2756

13

Locked

QAM256

12

495000000 Hz

3.8 dBmV

41.5 dB

35888185

17343

7214

14

Locked

QAM256

13

507000000 Hz

3.0 dBmV

41.3 dB

35895304

16251

4796

15

Locked

QAM256

14

513000000 Hz

3.1 dBmV

41.4 dB

35897473

16995

5843

16

Locked

QAM256

15

519000000 Hz

3.8 dBmV

41.6 dB

35900087

16730

6757

17

Locked

QAM256

16

525000000 Hz

4.9 dBmV

42.0 dB

35904109

16679

6931

18

Locked

QAM256

17

531000000 Hz

5.9 dBmV

42.3 dB

35908799

16892

5612

19

Locked

QAM256

18

537000000 Hz

6.6 dBmV

42.4 dB

35918920

13575

2650

20

Locked

QAM256

19

543000000 Hz

6.2 dBmV

42.4 dB

35925559

10909

1985

21

Locked

QAM256

21

555000000 Hz

3.9 dBmV

41.5 dB

35924752

14107

3329

22

Locked

QAM256

22

561000000 Hz

3.7 dBmV

41.4 dB

35927236

15568

3286

23

Locked

QAM256

23

567000000 Hz

4.2 dBmV

41.7 dB

35929739

16427

3745

24

Locked

QAM256

24

573000000 Hz

4.8 dBmV

41.9 dB

35933048

15923

4458

25

Locked

QAM256

25

579000000 Hz

5.8 dBmV

42.2 dB

35937357

14971

5349

26

Locked

QAM256

26

585000000 Hz

7.2 dBmV

42.7 dB

35941521

15384

4259

27

Locked

QAM256

27

591000000 Hz

8.2 dBmV

42.9 dB

35954223

9168

1590

28

Locked

QAM256

28

597000000 Hz

7.5 dBmV

42.6 dB

35962507

5129

732

29

Locked

QAM256

29

603000000 Hz

6.3 dBmV

42.2 dB

35963830

7575

853

30

Locked

QAM256

30

609000000 Hz

5.9 dBmV

42.2 dB

35964097

11345

716

31

Locked

QAM256

31

615000000 Hz

5.9 dBmV

42.1 dB

35965637

11489

652

32

Locked

QAM256

32

621000000 Hz

5.8 dBmV

42.0 dB

35967661

13060

1319

Upstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

1

Locked

ATDMA

17

35600000 Hz

48.3 dBmV

2

Locked

ATDMA

18

29200000 Hz

48.8 dBmV

3

Locked

ATDMA

19

22800000 Hz

47.5 dBmV

4

Locked

ATDMA

20

16400000 Hz

46.3 dBmV

5

Locked

ATDMA

21

40400000 Hz

48.5 dBmV

6

Not Locked

Unknown

0

0 Hz

0.0 dBmV

7

Not Locked

Unknown

0

0 Hz

0.0 dBmV

8

Not Locked

Unknown

0

0 Hz

0.0 dBmV

Downstream OFDM Channels

Channel

Lock Status

Modulation / Profile ID

Channel ID

Frequency

Power

SNR / MER

Active Subcarrier Number Range

Unerrored Codewords

Correctable Codewords

Uncorrectable Codewords

1

Locked

0, 1, 2, 3

193

702000000 Hz

10.2 dBmV

40.5 dB

1108 ~ 2987

3227173

26577

341

2

Not Locked

0

0

0 Hz

-1.8 dBmV

0.0 dB

0 ~ 4095

0

0

0

Upstream OFDMA Channels

Channel

Lock Status

Modulation / Profile ID

Channel ID

Frequency

Power

1

Not Locked

Unknown

0

0 Hz

0 dBmV

2

Not Locked

Unknown

0

0 Hz

0 dBmV

Current System Time: Mon Sep 12 16:02:45 2022

System Up Time: 0:57:03

And here is the error log with MAC's redacted for privacy:

Time

Priority

Description

2022-09-12, 20:54:15

Notice (6)

CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;

2022-09-12, 20:51:36

Notice (6)

CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 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;

2022-09-12, 20:49:54

Warning (5)

Dynamic Range Window violation

2022-09-12, 20:49:54

Warning (5)

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2022-09-12, 20:49:31

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;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Warning (5)

Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Warning (5)

Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Warning (5)

Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Warning (5)

Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Warning (5)

Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Warning (5)

Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Warning (5)

Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Warning (5)

Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Warning (5)

Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Warning (5)

Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

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;

Time Not Established

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;

Time Not Established

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;

Time Not Established

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;

Time Not Established

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;

Time Not Established

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;

XfinityEthan

Official Employee

 • 

1.1K Messages

3 months ago

@user_ea4d0d. Thanks for the details! I see you have a technician visit tomorrow and I am going to follow up and make sure everything is good. Based on what I see it is the right solution. 

Visitor

 • 

2 Messages

2 months ago

Good news - the technician arrived on 9/15 and replaced the cable section coming into the house and put an attenuator on the line to reduce the signal strength since it was very high coming into the house (well over 10dBmV across all channels.)  I wanted to wait a week before reporting back here.  It's been a week now and there has been no disconnects or modem reboots, and the modem log has only one T3 time-out in a week vs the dozens I was getting daily before the fix.  Looks like the issue has been resolved.

So my advice to folks experiencing intermittent drops or slowdowns, and seeing tons of errors and time-outs in your modem logs - if you've eliminated all possibility of bad wiring or splitters in your house, don't hesitate to ask for a tech visit to check the signal and wiring outside the house.

XfinityRay

Official Employee

 • 

1K Messages

Thank you for updating the Community with your experience, @user_ea4d0d. That is some great advice you shared! We are always here to help. We are able to assist with all aspects of an issue from troubleshooting, running diagnostics, checking for known problems, and scheduling visits, we have you covered. I am very happy to hear things are working as they should be. Did you have any further concerns at this time?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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