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Internet randomly dropping, T3 time outs in logs.

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New Poster

Internet randomly dropping, T3 time outs in logs.

For the last month to month and 1/2 I've been dropping internet randomly throughout the day/night. Nothing wire wise has been touched and I've upgraded to a new modem and router and the problem still persists.  Below are my logs & stats which seems like the levels are on the low end of the spectrum. Modem is a SB6190 and router is Nighthawn R7000P.

 

Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 

 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 27 627.00 MHz 0.80 dBmV 38.98 dB 31634 208206
2 Locked 256QAM 1 459.00 MHz 3.10 dBmV 40.37 dB 6072 53605
3 Locked 256QAM 2 465.00 MHz 3.10 dBmV 40.95 dB 5022 52357
4 Locked 256QAM 3 471.00 MHz 2.90 dBmV 40.37 dB 5271 50687
5 Locked 256QAM 4 477.00 MHz 2.90 dBmV 40.37 dB 5597 51298
6 Locked 256QAM 5 483.00 MHz 2.60 dBmV 40.95 dB 2955 9533
7 Locked 256QAM 6 489.00 MHz 2.60 dBmV 40.37 dB 4725 50864
8 Locked 256QAM 7 495.00 MHz 2.40 dBmV 40.37 dB 1834 2989
9 Locked 256QAM 8 501.00 MHz 2.30 dBmV 40.37 dB 1898 7268
10 Locked 256QAM 9 519.00 MHz 1.90 dBmV 40.37 dB 1910 6442
11 Locked 256QAM 10 525.00 MHz 1.50 dBmV 40.37 dB 2833 11417
12 Locked 256QAM 11 531.00 MHz 1.60 dBmV 40.37 dB 2991 14292
13 Locked 256QAM 12 537.00 MHz 1.20 dBmV 38.98 dB 2764 13918
14 Locked 256QAM 13 543.00 MHz 1.30 dBmV 40.95 dB 3727 17449
15 Locked 256QAM 14 549.00 MHz 1.40 dBmV 40.95 dB 3132 14800
16 Locked 256QAM 15 555.00 MHz 1.20 dBmV 40.37 dB 4128 21188
17 Locked 256QAM 16 561.00 MHz 1.30 dBmV 40.37 dB 3085 21253
18 Locked 256QAM 17 567.00 MHz 1.40 dBmV 40.37 dB 3479 22960
19 Locked 256QAM 18 573.00 MHz 1.30 dBmV 40.37 dB 3274 27680
20 Locked 256QAM 19 579.00 MHz 1.10 dBmV 38.98 dB 3305 27689
21 Locked 256QAM 20 585.00 MHz 1.50 dBmV 40.37 dB 3922 25564
22 Locked 256QAM 21 591.00 MHz 1.20 dBmV 38.98 dB 3507 21074
23 Locked 256QAM 22 597.00 MHz 1.20 dBmV 38.61 dB 3163 22722
24 Locked 256QAM 23 603.00 MHz 1.20 dBmV 40.37 dB 2716 18884
25 Locked 256QAM 24 609.00 MHz 0.70 dBmV 39.50 dB 100 1256
26 Locked 256QAM 25 615.00 MHz 0.90 dBmV 39.50 dB 365 9006
27 Locked 256QAM 26 621.00 MHz 1.10 dBmV 39.90 dB 339 7984
28 Locked 256QAM 28 633.00 MHz 0.60 dBmV 39.50 dB 384 7996
29 Locked 256QAM 30 639.00 MHz 0.90 dBmV 39.90 dB 322 8344
30 Locked 256QAM 31 645.00 MHz 0.50 dBmV 39.90 dB 341 8479
31 Locked 256QAM 32 651.00 MHz 0.50 dBmV 39.50 dB 465 8148
32 Locked 256QAM 33 657.00 MHz 0.70 dBmV 39.90 dB 427 8123

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 kSym/s 16.60 MHz 44.50 dBmV
2 Locked ATDMA 3 5120 kSym/s 23.00 MHz 45.25 dBmV
3 Locked ATDMA 2 5120 kSym/s 29.40 MHz 45.25 dBmV
4 Locked ATDMA 1 5120 kSym/s 35.80 MHz 44.75 dBmV

 

Mon Jul 23 14:02:06 2018 3 Ranging Request Retries exhausted;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 14:02:06 2018 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 14:02:07 2018 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 14:07:47 2018 5 RCS Partial Service;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 14:09:32 2018 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 14:12:20 2018 3 Ranging Request Retries exhausted;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 14:12:20 2018 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 14:12:22 2018 3 Ranging Request Retries exhausted;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 14:12:22 2018 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 14:12:44 2018 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 14:22:52 2018 5 RCS Partial Service;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 14:23:07 2018 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 15:08:39 2018 3 Ranging Request Retries exhausted;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 15:08:39 2018 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 15:09:03 2018 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 15:09:48 2018 3 Ranging Request Retries exhausted;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 15:09:48 2018 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 15:09:51 2018 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 15:17:38 2018 5 RCS Partial Service;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Mon Jul 23 15:18:14 2018 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:58:ca:0d;CMTS-MAC=00:01:5c:6f:7c:71;CM-QOS=1.1;CM-VER=3.0;
Frequent Visitor

Re: Internet randomly dropping, T3 time outs in logs.

a lot of people on here are having very similar issues, myself included.  ive had a tech come out twice.  the second tech was going to put in a maintenance ticket to have multiple things outside looked at, the box for the apartment building, the street lines, etc.  the tech believes it to be an issue out there somewhere.  for you, i would likely say something either outside or line related somewhere.

 

for me i'm a little annoyed since this has been going on for about a month now.  pretty crazy really.  it has gotten better but i use the internet a lot and notice it a bunch whenever things drop.  my tv signal is constantly acting up as well throughout the day.  

 

in my opinion i believe something outage related is giving us all the same issue basically.  possibly different things for users but the majority i believe it's all tied together.

New Poster

Re: Internet randomly dropping, T3 time outs in logs.

Had a tech finally come out and take a look. He replaced some fittings and the block on the side of the house. Got my upload streams down in terms of power levels but the problem remains. Its actually worse now, previously when the drops happened the modem wouldn't restart (just sort of hanged, then came back in a couple minutes) now the modem just flat out reboots which takes even longer. Guess it will be more service calls until they figure out the issue or a permanent reduction to the bill for partial service.

Frequent Visitor

Re: Internet randomly dropping, T3 time outs in logs.

sorry to hear.   my connection has gotten much more stable but there is still an intermittent connection.  i seem to have an mdd timeout every now and then that kills the connection for about 5 seconds then comes back.  whenever i get one of these it doesn't reset my modem, the lights stay normal.  just the connection drops quickly.  this last happened this past saturday or sunday when i was in a match on the black ops 4 beta.  my screen had frozen in game for about 5 seconds then i started moving again when the connection picked back up.  right when i checked the event log after that match it showed the mdd timeout.  

 

I've had 3 total techs come.  Like i mentioned before the 2nd tech was going to put in a maintenance ticket but believe it or not he did not put in the ticket.  A 3rd tech then came and replaced a coax cable which didn't do anything.  As usual they are seeing fine signals which i can see for myself.  thats' not the issue.  i've mentioned plenty of times it's intermittent but they seem to think there's no problem for anyone anywhere.  

 

What i did do was purchase another modem to get that out of the way.  i went from an sb8200 to a netgear cm1000.  the sb8200 was working perfectly until these issues appeared.  i took a snapshot of the cm1000 signal page as soon as i had comcast activate it and things were all clear with 0's across the board.  and the event log was clear as well.  when i come home late tonight i'll be checking that as soon as possible to see if anything is in there.  I don't believe that my sb8200 was the issue.  if it was then great i got it swapped but if the modem is fine then i'll be happy with having 2 good docsis 3.1 modems and having one as a backup.  

 

I have been in contact with some techs on other sites and been working with them and updating them along the way.  i'll make sure to post in here if i do have any more updates

 

Update:  still having the same problem with the new modem.  After about a day of use or so it recieved a mdd timeout and the connection dropped for about 5 seconds then came back.  The person i was talking to said they will look to send another tech out to check the lines and possibly install an amplifier.  by installing it i wonder if he meant replacing a bad one or something.  either way it confirms what i knew that it wasn't my hardware being the issue.

New Poster

Re: Internet randomly dropping, T3 time outs in logs.

2nd tech came out and found the problem. A feeder line running to my pole had been chewed down to the core by squirrels. Tech replaced the feeder line and the line to the hosue and haven't had a hiccup yet.

Frequent Visitor

Re: Internet randomly dropping, T3 time outs in logs.

thats great news.  i have another tech coming saturday.  i brought up the issue with comcast cares and they made sure to note some things down and they said they would have the tech check the tap for the building and go from there.  i am hoping this is a last visit.