Visitor
•
2 Messages
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.
0
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user_ea4d0d
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.
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