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SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

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SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

I have been dealing with intermittent signaling issues (3-5 drops each hour) for the better part of 3 months now (since moving into a new home). After repeat calls into L1 support, they only end in power cycling the modem and they see it comes up clean on their side, adding that they cannot monitor overall consistency of the connection over something as simple as a ping test, to check for packet loss.

 

Inside-wiring wise, I have a single 20' drop between the ground tap and my modem, separated by a 4-port Antronix splitter. I have gone as far as bringing the modem outside to the ground tap to eliminate outside wiring and letting a ping plot run on it and can see that it exhibits the same issue where upstream randomly starts ramping up until 54dmbv or so until the connectivity drops. The downstream at the tap is uncomfortably hot as well at 17dbmv on some channels, so thats why I use a -7dmbv splitter. I tried a few different Antronix splitters (all brand new) to eliminate the splitter causing me issues as well. Barrel connectors are nice and wrench-tight.

 

I can see that when the problem occurrs, my Arris SB6183 modem is not rebooting itself, but I am seeing a slew of T3 errors in the logs and upstream shoots to the aforementioned 54dbmv.  30-seconds later they slide back down to 46dbmv or so and service is accessible again. Sun or rain AND/OR time of day seem to have no impact on the drops - they are purely random. The loss always occurs right between the modem (2nd hop after my router) and third hop. I have removed the router recently and still see the same issues where upstream shoots up, indicating an issue on the coax line.

 

Now, I do realize that I own my own modem and L1 support constantly tries me to "upgrade" to their X1 router, which I have no true need for. If they can gurantee that it will eliminate my connectivity issues, I would consider it, but with the way I am seeing upstream trying to compensate for noise on the line, I am not sure if that is justified yet.

 

I will add that I did have a tech over at DSLReports take a look at our account and they had written a blurb about other neighbors complaining of similar issues because we have noise on the line which haven't been sourced yet. I am asking Comcast in good-faith if I can please gain some assitance for not only me but my neighbors as well. I suspect there is egress noise somewhere on the line, but I lack a technician who has put 2 and 2 together and has taken the time this needs to really trace out. I am a IT engineer and this is absolutely murder trying to work over the intermittent connection, so I truly mean it when I apprecriate any help which can be offered!

 

Here are my current metrics (connection is online now):

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 1 477000000 Hz 9.6 dBmV 41.8 dB 27274 16672
2 Locked QAM256 2 483000000 Hz 9.7 dBmV 41.7 dB 27139 17915
3 Locked QAM256 3 489000000 Hz 9.6 dBmV 41.5 dB 26215 16691
4 Locked QAM256 4 495000000 Hz 10.1 dBmV 41.9 dB 26192 16456
5 Locked QAM256 13 567000000 Hz 11.0 dBmV 41.7 dB 21583 12200
6 Locked QAM256 18 597000000 Hz 10.6 dBmV 41.3 dB 18842 10735
7 Locked QAM256 19 603000000 Hz 10.8 dBmV 41.3 dB 19692 10194
8 Locked QAM256 20 609000000 Hz 10.9 dBmV 41.0 dB 18573 9795
9 Locked QAM256 21 615000000 Hz 11.2 dBmV 41.2 dB 17124 9003
10 Locked QAM256 22 621000000 Hz 10.9 dBmV 40.9 dB 17902 9336
11 Locked QAM256 23 627000000 Hz 10.8 dBmV 40.9 dB 16682 10027
12 Locked QAM256 24 633000000 Hz 10.5 dBmV 40.8 dB 16948 9456
13 Locked QAM256 25 639000000 Hz 10.1 dBmV 40.3 dB 16263 9004
14 Locked QAM256 26 645000000 Hz 10.3 dBmV 40.4 dB 14445 8287
15 Locked QAM256 27 651000000 Hz 10.1 dBmV 40.4 dB 15557 9714
16 Locked QAM256 28 657000000 Hz 10.1 dBmV 40.3 dB 14834 9264

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 33 5120 Ksym/sec 36500000 Hz 43.5 dBmV
2 Locked ATDMA 34 5120 Ksym/sec 30100000 Hz 45.8 dBmV
3 Locked ATDMA 35 5120 Ksym/sec 23700000 Hz 46.5 dBmV

 

Time Priority Description
Mon Apr 09 19:39:07 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Mon Mar 26 10:33:28 2018 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 26 10:29:08 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 26 03:42:04 2018 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 26 03:42:04 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 26 03:42:04 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Sun Mar 25 23:42:47 2018 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Sun Mar 25 23:42:47 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Sun Mar 25 23:42:47 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Wed Mar 14 09:22:49 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Wed Mar 14 09:21:33 2018 Critical (3) Resetting the cable modem due to docsDevResetNow
Wed Mar 14 09:20:06 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Wed Mar 14 09:19:18 2018 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Wed Mar 14 09:19:18 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Wed Mar 14 09:19:18 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Tue Mar 13 20:24:27 2018 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Tue Mar 13 20:24:27 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Tue Mar 13 20:24:27 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Tue Mar 13 20:14:07 2018 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Tue Mar 13 20:14:07 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Tue Mar 13 20:14:07 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 22:23:06 2018 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 22:23:06 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 22:23:06 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 22:23:05 2018 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 22:23:05 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 22:23:05 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 20:45:26 2018 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 20:45:26 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 20:45:26 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 17:44:52 2018 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 17:44:52 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 17:44:52 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 16:57:40 2018 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 16:57:40 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 12 16:57:40 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;

 

Here is what I see when the T3 errors start showing and connectivity drops:

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 33 5120 Ksym/sec 36500000 Hz 54.0 dBmV
2 Locked ATDMA 34 5120 Ksym/sec 30100000 Hz 52.2 dBmV
3 Locked ATDMA 35 5120 Ksym/sec 23700000 Hz 52.7 dBmV

 

And finally, here is a sample of what i am regularly seeing in ping traces whem the upsteam skyrockets:

7d094fc0a5d85f7c5a5554400ebee08a.png

Expert

Re: SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 


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Official Employee

Re: SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

Hi macronyx, I ran some tests on the signal coming from the node (plant) and I don't see any issues. There could be a problem with one of the nearby pedestals, to make sure I am looking at the correct account. Can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me"?


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Frequent Visitor

Re: SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

Nerdberg, thank you so much for your very quick response and forwarding my word along.

 

Amir, thank you as well and I have PM'ed you my account details.

 

I greatly apprecriate the both of your responses within 1 day - color me impressed and I am also extremely greatful!

Expert

Re: SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

Don't thank us until it's fixed lol  But seriously, keep us updated pls. 


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Official Employee

Re: SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

 

macronyx wrote: Amir, thank you as well and I have PM'ed you my account details.

 

Thank you, I replied to your PM please reach back out to me there. 


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Frequent Visitor

Re: SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

Nerdburg, I was just excited to see that support is actually helping. I honestly thought I would get the runaround like I do when I call in here, so the responses where actions are being taken are much appreciated!

 

As-of this morning I only saw 1 T3 timeout last night. Unfortunately I forgot to set my trace not to sleep so I didn't get any data after 9PM. I am going to let it run for today to see what results I have by the time I get home. Power-level wise, here is what I am seeing now - connected directly to the ground tap with 1 -3.5dbmb splitter. The downstream power is still pretty hot and doesn't allow any wiggle room, but I suppose if its working, then its working. I will post results after today for any connectivity interruptions. Thanks again for the both of your ongoing assistance!

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 4 495000000 Hz 16.4 dBmV 41.9 dB 42 96
2 Locked QAM256 11 555000000 Hz 16.5 dBmV 41.0 dB 36 36
3 Locked QAM256 12 561000000 Hz 16.5 dBmV 41.6 dB 16 36
4 Locked QAM256 16 585000000 Hz 17.0 dBmV 41.4 dB 12 72
5 Locked QAM256 17 591000000 Hz 16.8 dBmV 41.0 dB 23 30
6 Locked QAM256 18 597000000 Hz 17.0 dBmV 41.3 dB 10 31
7 Locked QAM256 19 603000000 Hz 16.7 dBmV 41.1 dB 14 35
8 Locked QAM256 20 609000000 Hz 16.4 dBmV 40.8 dB 6 42
9 Locked QAM256 21 615000000 Hz 16.9 dBmV 41.1 dB 8 29
10 Locked QAM256 22 621000000 Hz 16.8 dBmV 40.9 dB 8 39
11 Locked QAM256 23 627000000 Hz 17.3 dBmV 41.0 dB 10 39
12 Locked QAM256 24 633000000 Hz 17.4 dBmV 40.9 dB 19 66
13 Locked QAM256 25 639000000 Hz 16.9 dBmV 40.4 dB 14 49
14 Locked QAM256 26 645000000 Hz 16.6 dBmV 40.4 dB 6 34
15 Locked QAM256 27 651000000 Hz 15.9 dBmV 40.3 dB 9 36
16 Locked QAM256 28 657000000 Hz 15.8 dBmV 40.2 dB 7 48

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 33 5120 Ksym/sec 36500000 Hz 41.5 dBmV
2 Locked ATDMA 34 5120 Ksym/sec 30100000 Hz 42.5 dBmV
3 Locked ATDMA 35 5120 Ksym/sec 23700000 Hz

44.8 dBmV

Expert

Re: SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

Thos are the levels you are seeing off the main line? You don't have an amplifier installed?


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Official Employee

Re: SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

 

Hi macronyx, thank you for sharing this information with us here. I will also monitor your signal and equipment for the next 24 hours, please feel free to reach back out to me via our PM conversation if you still see T3 timeouts. 


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Frequent Visitor

Re: SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

Amir, I am posting back some results here as a status update. I whats interesting is that I now see only one T3 timeout in the cable modem log for 5:06 yesterday (4/12). That is better but I am still seeing quite a few service interruptions between the modem and 3rd hop as before. Here are the times ranges (EST), I saw the interruptions in a 24-span yesterday. I am posting the time so you can se frequency:

- 8:11-12AM (4/12)

-11:52-53AM (4/12)

-12:49-51PM (4/12)

-1:07-08PM (4/12)

-2:06-07PM (4/12)

-5:21-26PM (4/12)

-5:30-33PM (4/12)

-6:06PM (4/12)

-7:00-02PM (4/12)

-2:02AM (4/13)

 

Most interruptions result in poor connectivity and not full-loss. What I mean is the modem is not actually resetting, there is just extremely heavy packet loss during those times, rendering the connection mostly unusable - I can't access any web content, but I do see some packets make it through here and there. To-me, it still looks like the result of some sort of noise on the line, but I am not entirely sure since I can't see the upstream side.

 

These times also demonstrate why I am so hesitant to have a line-tech called out - you can see the time spans of the problem - unless a tech can see whats going on over the line for a 24-hour period, I would be surprised of they can observe the issue otherwise if they are out here for a 15-minute window - why I am turning to here for possible support - I don't want to waste anyone's time (or money).

 

Posting my event log for brevity - thanks again for your guys support - I hope we can get to the bottom of this!

Time Priority Description
Thu Apr 12 17:06:13 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:9d:e7:a7;CMTS-MAC=00:01:5c:7f:e0:66;CM-QOS=1.1;CM-VER=3.0;

 

-----------------------------------------------------------

 

Nerd, to answer your question, you are correct - those are the signals I am getting right off the tap and no amps. They are actually slightly stronger, I am using a 2-way splitter to knock them down a bit or the cable modem has a rough time just trying to boot. They are closer to 20dbmv on the downstream otherwise - as I said before, I don't know why the ground tap is that hot! The pedestal is about 10' from the ground tap and I believe it feeds my neighbors and my house (which is also about equally, 10' away). Other homes in the court appear to be fed from andother pedestal.

Official Employee

Re: SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

 

macronyx, I responded to your PM. Please reach back out to me there. 


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Frequent Visitor

Re: SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

Hi All, I just wanted to post an update. A line tech was out last week and found that the drop to my house was bad - he ran a temp line and they just buried it 2 days ago. I have been monitoring the line since and have had 0 disconnects at the modem, so I think Comcast has this finally nailed down based on my results so far! For the signal issue he had to add an attenuator to the line to knock it down a bit.

 

I will continue to monitor this, but the results are most impressive this far. Thank you both very much for your assistance and support! I am thrilled to have finally gotten to the bottom of this nightmare!

 

Expert

Re: SB6183 Upstream Power and T3 Timeout Issues - Loss of Connectivity

Thanks for the update, glad it's fixed! Thank you for using the forums 


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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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