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How do I get a cable tech to replace an outside cable line?

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How do I get a cable tech to replace an outside cable line?

I am having the following issue. I have a Motorola cable modem. It has the following error and goes offline about 3 times a day.

 

T3 ( Ranging Request Retries Exhausted )

Explanation: The cable modem has sent 16 Ranging Request (RNG-REQ) messages without receiving a Ranging Response (RNG-RSP) message in reply from the CMTS. The cable modem is therefore resetting its cable interface and restarting the registration process. This typically is caused by noise on the upstream that causes the loss of MAC-layer messages. Noise could also raise the signal-to-noise ratio (SNR) on the upstream to a point where the cable modem’s power level is insufficient to transmit any messages. If the cable modem cannot raise its upstream transmit power level to a level that allows successful communication within the maximum timeout period, it resets its cable interface and restarts the registration process. This error message is DOCSIS event message is R03.0, Ranging Request.

T3 timeouts result when a Cable Modem, that is locked into the downstream, transmits a Ranging Request(RNG-REQ) to the CMTS(Cable Modem Termination System) and 200 milliseconds passes without the CM receiving a Ranging Response(RNG-RSP) from the CMTS. Indeed, maintaining a PING(Packet InterNet Groper) less than 200ms is important to a healthy DOCSIS network. When 10 T3s occur in succession (a period of 20 seconds passes without the CM receiving a Ranging Response, the CM will cease attempting to communicate with the HFC(Hybrid Fiber Optic Coaxial) network and reset its DOCSIS interface. In this case the RESET statistic on the modem log will increment but not all T3s will cause a reset if communication is restored within 10 T3 periods or 20 seconds. When T3 timeouts occur, but not enough occur in succession to trigger a reset, slow speeds are often a symptom as these timeouts slow down the TCP/IP handshakes necessary to maintain internet connections.

T3 Timeouts are typically caused by Upstream Noise causing Ranging Requests to not be clearly received by the CMTS. T3 problems can often be intermittant in nature as they may be the result of noise originating in any part of the plant that shares the same line card at the CMTS with the subscriber impacted. In fact, T3s can even be caused by noise originating on other neighboring nodes if resources are shared at the headend. Speed issues and intermittant connectivity issues are some of the most common problems encounted on our Trouble Calls.

T3 Timeouts can also be encountered when the plant's noise floor is so severe that the CM cannot overtalk it (SNR is bad and Noise power level is higher than your modem's signal). This can affect a single leg of the plant or even entire nodes. When a high noise floor results in several modems resetting their DOCSIS interface because 10 T3 timeouts have occured in succession, as we covered above, this is referred to as a noise outage. Noise outages frequently occur node-wide and while some may self-clear, many continue until a Plant Maintenence Technician locates and repairs the offending source of noise. This is why we ALL must be vigilant about preventing noise from entering the plant.

Occurrence: Extremely common in the customer homes

Symptom: Will cause intermittent disconnections. If you see couple of them, it is fine. If you quite a few of them consecutively, then it will lead to disconnections.

Example:
2017-6-14, 00:05:06 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:11:22:c1:db:09;CMTS-MAC=4c:00:82:ee:bd:62;CM-QOS=1.0;CM-VER=3.0

Fixes:
1. Check for the loose or Bad cables. This is by far most neglected and most common fix.
2. Remove extra splitters in house
3. Buy powered amplifier to boost your upstream power
4. Buy better coaxial cables
5. Call for a technician visit to inspect and fix cables outside and inside home (could be rain damage, fire damage, animal damage, construction damage, etc)

See our Blog Post on how to fix your power issues by installing powered amplifier to boost your cabl...

See out Blog Posts on Understanding DOCSIS 3.0/3.1 Signal Issues at your home and maintaining optimu...

 

This is my second new modem. I had an Arris but returned it because Comcast blamed the modem.

 

A tech did come out to replace my connections in my attic and said that my signal on the cable modem's end improved. However, I did explain that I think the outside cable it still damaged/old and needs to be replaced. Any time it gets real windy I also lose connectivity. I did not see her mess with the pole that the cable runs from across the street, and I didn't see her change that line.

 

I called comcast today and they said that since my modem went back online they can't do much.

 

How do I get a technician that is worth a darn and cares about fixing the problem?

 

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Re: How do I get a cable tech to replace an outside cable line?

Also, Here is my cable modem's levels

 

  Downstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 25 573.0 6.2 42.2 1364 1843
2 Locked QAM256 17 525.0 5.4 41.9 1819 1665
3 Locked QAM256 18 531.0 5.7 42.2 1898 2054
4 Locked QAM256 19 537.0 5.8 42.1 2017 1923
5 Locked QAM256 20 543.0 5.9 42.1 1651 2020
6 Locked QAM256 21 549.0 6.0 42.2 1486 2129
7 Locked QAM256 22 555.0 6.0 42.1 1552 2031
8 Locked QAM256 23 561.0 6.2 42.3 1480 1864
9 Locked QAM256 24 567.0 6.1 42.1 1243 1832
10 Locked QAM256 33 621.0 4.5 40.1 1091 1929
11 Locked QAM256 26 579.0 5.8 42.0 1246 1945
12 Locked QAM256 27 585.0 5.6 41.9 1246 1980
13 Locked QAM256 28 591.0 4.7 41.4 1376 1996
14 Locked QAM256 29 597.0 3.8 41.0 1215 1891
15 Locked QAM256 30 603.0 3.7 41.0 1271 1811
16 Locked QAM256 31 609.0 4.3 41.2 1291 2059
17 Locked QAM256 32 615.0 4.7 42.5 1339 2663
18 Locked QAM256 34 627.0 4.8 41.1 1255 2591
19 Locked QAM256 35 633.0 4.7 42.4 1173 2609
20 Locked QAM256 36 639.0 4.8 42.0 1190 2695
21 Locked QAM256 37 645.0 4.7 42.3 1056 2690
22 Locked QAM256 38 651.0 4.9 42.0 1018 2499
23 Locked QAM256 39 657.0 4.9 42.3 1052 2379
24 Locked QAM256 40 663.0 5.3 42.3 951 2549
Total             32280 51647



   Upstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 2 5120 29.4 46.5
2 Locked ATDMA 1 5120 35.8 47.0
3 Locked ATDMA 3 5120 23.0 45.5
4 Not Locked Unknown 0 0 0 0.0
5 Not Locked Unknown 0 0 0 0.0
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0