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Another customer with connection drops multiple times a day and T3 & T4 time-out in modem logs

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Regular Visitor

Another customer with connection drops multiple times a day and T3 & T4 time-out in modem logs

My disconnect issues started August 25. Multiple short disconnects lasting for about a minute each. I used the Xfinity online troubleshooting to try to resolve these daily, constant disconnects for over a week. The status center claimed everything was fine. There were 0 issues. So I did what I thought was right, because I didn't remember how old my router was.

 

I bought a new router September 1. Installed it on September 2. The daily, short disconnects were not resolved.

 

For a week at the start of September, the Xfinity website stated there was maintenance every night on the status center page. My disconnect issues reduced.

 

September 10 there was a 4 hour maintenance in my area.

 

Disconnections on September 15 and 16, and the Status Center stated a technician was in my area during business hours.

I chatted with a live rep recently, but for some reason I can't find those logs or the exact date, but I think it was related to the 15th and 16th outages. You should have it on file, though. The rep told me my issue would be escalated to tier 2 and to stay by my phone. I did. I received no callback.

A few more days of "a technician in your area" status center messages and again my disconnects decreased.

 

On September 29 my internet was out for several hours (~3) due to "a technician in my area" with no warning during business hours.

 

On September 30 I lost internet again, but the status center said everything was fine. I called the help line at 9:41 am central. The automated service stated a technician had recently been in my area and I needed to power cycle my modem. I did this. Then I was asked to send a reboot to my modem. I did this. I called back and I got stuck in a loop where the automated system wanted to power cycle and reboot my modem repeatedly and never let me talk to a human. I power cycled twice in total and I allowed the system to reboot the modem twice.


I looked for another way to contact support and the live chat option was missing from the website at the time.
I reach out to twitter "@comcastcares". No one responds for 5 hours. When I do get multiple humans over the span of about 4pm and midnight, no one ever actually uses ANY of the information I give, including modem lights, cable information, or modem event logs. I literally start from scratch every time with a new person and 0 actual support. This went on until October 2nd where I literally just gave up and blocked the twitter support because I couldn't take this starting all over again every time when they were literally ignoring all of the event logs and information I already provided.

 

Xfinity blames my hardware which is all under a year old at this point, most of it much newer than that. I have been sent on wild goose chases and in circles chasing my tail by various self help, automated help, and human representatives. I am beyond frustrated. I want an individual to take control of my issue and see it through to resolution. I don't want to be passed around any more.

 

Modem purchased Mar 6 2020, installed Mar 7 2020. NETGEAR - Nighthawk 32 x 8 DOCSIS 3.1 Voice Cable Modem; Model: CM1150V-100NAS
Ethernet cables (6-10')  from modem to router and router to computers also purchased and installed at this time. That makes the modem and ethernet cables less than 7 months old at this time.
Router purchased Sep 1 2020, installed Sep 2 2020. NETGEAR Orbi Whole Home AC3000 Tri-band WiFi Router; Model: RBR50v2 (Firmware kept up to date.)
Coaxial Cable (inside home) purchased Sep 8 2020, installed Sep 29 2020. Rocketfish - 6' RG6 In-Wall Indoor/Outdoor Coaxial A/V Cable; Model: RF-RG66BK


There are no connectors or adaptors anywhere along the lines INSIDE my home. The 6' coaxial cable goes from the wall to my modem. The 6' ethernet cable goes from my modem to the router. Then 6-10' ethernet cables go from the router to both my work laptop and my desktop computer. I do have wireless items connected as well, but when my net goes down, it takes EVERYTHING down. Wired and Wireless so there is no need to differentiate.

 

This site says my firmware for my Netgear CM1150V is supposed to be V2.02.04 for their latest update of 9/22/2020, but my modem page says it's on Firmware Version V4.02.02. This could be a typo on the Netgear site, but I have no way of knowing since you control the firmware.
https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-mod...


October 1 modem event logs:

Time Priority Description
Thu Oct 01 08:54:17 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 01 08:40:38 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 01 18:28:53 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 01 18:57:51 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

 

I went a few days without errors. Then this week they returned. I power cycled and rebooted the modem and router several times and it makes no change. Errors currently show for Oct 5 and 6.

 

Time Priority Description
Tue Oct 06 20:48:57 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 06 20:38:18 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 06 14:02:07 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 06 10:37:05 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 06 10:26:52 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 06 09:13:38 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 06 08:47:25 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
Tue Oct 06 08:23:47 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;

 

These forums contain SO MANY people with the same issues that I have and no resolution, but the ones with responses point at an issue with the lines outside my home. This is possible. If I could attach a picture here you would see that my internet line has some sort of connector on it. My install was 9+ years ago, so one half of the cable is at least that old. I have no idea how old the line is that goes underground. The house was built in the 80s, so sometime between 1980 and now.

As of this moment in time there is more "scheduled maintenance" for my area on Oct 9.

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1LockedQAM25629597000000 Hz2.7 dBmV38.1 dB22866978753401
2LockedQAM25613501000000 Hz4.1 dBmV40.8 dB00
3LockedQAM25614507000000 Hz4.2 dBmV41.5 dB90
4LockedQAM25615513000000 Hz4 dBmV38.2 dB50
5LockedQAM25616519000000 Hz3.8 dBmV39.8 dB60
6LockedQAM25617525000000 Hz4 dBmV41.1 dB20
7LockedQAM25618531000000 Hz3.3 dBmV41.2 dB50
8LockedQAM25619537000000 Hz3.7 dBmV41.1 dB90
9LockedQAM25620543000000 Hz3.3 dBmV40.2 dB20
10LockedQAM25621549000000 Hz3 dBmV41.1 dB55579590
11LockedQAM25622555000000 Hz3 dBmV41.2 dB22187598869374
12LockedQAM25623561000000 Hz3.5 dBmV41.3 dB22385928888411
13LockedQAM25624567000000 Hz3 dBmV38.3 dB22303678917573
14LockedQAM25625573000000 Hz3.2 dBmV39.3 dB22422748901152
15LockedQAM25626579000000 Hz2.9 dBmV39.8 dB22338248910143
16LockedQAM25627585000000 Hz2.9 dBmV40.7 dB22251618916013
17LockedQAM25628591000000 Hz2.9 dBmV39.7 dB22289978891279
18LockedQAM25630603000000 Hz2.4 dBmV39.9 dB40
19LockedQAM25631609000000 Hz2.3 dBmV40.9 dB00
20LockedQAM25632615000000 Hz2.2 dBmV40.7 dB00
21LockedQAM25633621000000 Hz1.7 dBmV40.6 dB40
22LockedQAM25634627000000 Hz1.7 dBmV40.6 dB00
23LockedQAM25635633000000 Hz1.7 dBmV40.6 dB60
24LockedQAM25636639000000 Hz1.6 dBmV40.5 dB00
25LockedQAM25637645000000 Hz0.5 dBmV40.2 dB00
26LockedQAM25638651000000 Hz0.9 dBmV40.3 dB70
27LockedQAM25639657000000 Hz0.5 dBmV40.2 dB50
28LockedQAM25640663000000 Hz0.5 dBmV40.2 dB60
29LockedQAM25641669000000 Hz0.2 dBmV40 dB10
30LockedQAM25642675000000 Hz0.7 dBmV39.1 dB50
31LockedQAM25643681000000 Hz0.6 dBmV40.3 dB00
32LockedQAM25644687000000 Hz0.7 dBmV40.2 dB00


 

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1LockedATDMA15120 Ksym/sec36100000 Hz42.5 dBmV
2LockedATDMA25120 Ksym/sec29600000 Hz43.5 dBmV
3LockedATDMA35120 Ksym/sec23000000 Hz44 dBmV
4LockedATDMA45120 Ksym/sec16500000 Hz44 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 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
1Locked0159722000000 Hz1.3 dBmV40.1 dB1246 ~ 28491743613836960
2Not Locked000 Hz0 dBmV0.0 dB0 ~ 4095000
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1Not Locked000 Hz0 dBmV
2Not Locked000 Hz0 dBmV
Highlighted
Regular Visitor

Re: Another customer with connection drops multiple times a day and T3 and T4 time-out in mode

Just got another disconnect.

Time Priority Description
Wed Oct 07 08:30:22 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 07 08:23:22 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 07 06:01:59 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 07 04:51:25 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 07 00:43:10 2020Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 07 00:35:51 2020Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1LockedQAM25629597000000 Hz2.7 dBmV37.9 dB16781126358966
2LockedQAM25613501000000 Hz3.9 dBmV40.3 dB00
3LockedQAM25614507000000 Hz4.2 dBmV41.5 dB00
4LockedQAM25615513000000 Hz3.9 dBmV37.8 dB00
5LockedQAM25616519000000 Hz3.8 dBmV39.7 dB00
6LockedQAM25617525000000 Hz3.9 dBmV40.8 dB00
7LockedQAM25618531000000 Hz3.3 dBmV41.1 dB00
8LockedQAM25619537000000 Hz3.6 dBmV41.1 dB00
9LockedQAM25620543000000 Hz3.3 dBmV39.9 dB00
10LockedQAM25621549000000 Hz2.9 dBmV41 dB23705080
11LockedQAM25622555000000 Hz3 dBmV41.1 dB16237496460381
12LockedQAM25623561000000 Hz3.5 dBmV41.3 dB16372126483367
13LockedQAM25624567000000 Hz2.9 dBmV38.4 dB16320576504987
14LockedQAM25625573000000 Hz3.2 dBmV39.4 dB16416986491889
15LockedQAM25626579000000 Hz2.9 dBmV39.7 dB16352366498785
16LockedQAM25627585000000 Hz2.9 dBmV40.7 dB16289326502267
17LockedQAM25628591000000 Hz2.8 dBmV39.7 dB16308746484340
18LockedQAM25630603000000 Hz2.4 dBmV39.7 dB00
19LockedQAM25631609000000 Hz2.4 dBmV40.8 dB00
20LockedQAM25632615000000 Hz2.2 dBmV40.6 dB00
21LockedQAM25633621000000 Hz1.9 dBmV40.6 dB00
22LockedQAM25634627000000 Hz1.8 dBmV40.6 dB00
23LockedQAM25635633000000 Hz1.8 dBmV40.6 dB00
24LockedQAM25636639000000 Hz1.7 dBmV40.6 dB00
25LockedQAM25637645000000 Hz0.6 dBmV40.2 dB00
26LockedQAM25638651000000 Hz1 dBmV40.3 dB00
27LockedQAM25639657000000 Hz0.6 dBmV40.3 dB00
28LockedQAM25640663000000 Hz0.7 dBmV40.2 dB00
29LockedQAM25641669000000 Hz0.3 dBmV40 dB00
30LockedQAM25642675000000 Hz0.9 dBmV39.2 dB00
31LockedQAM25643681000000 Hz0.7 dBmV40.3 dB00
32LockedQAM25644687000000 Hz0.8 dBmV40.2 dB00
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1LockedATDMA15120 Ksym/sec36100000 Hz42.5 dBmV
2LockedATDMA25120 Ksym/sec29600000 Hz44 dBmV
3LockedATDMA35120 Ksym/sec23000000 Hz44 dBmV
4LockedATDMA45120 Ksym/sec16500000 Hz43.5 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 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
1Locked0159722000000 Hz1.5 dBmV40.2 dB1246 ~ 28491272220245450
2Not Locked000 Hz0 dBmV0.0 dB0 ~ 4095000
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1Not Locked000 Hz0 dBmV
2Not Locked000 Hz0 dBmV
 
Current System Time:Wed Oct 07 08:33:59 2020
System Up Time:10:33:15
Highlighted
Regular Visitor

Re: Another customer with connection drops multiple times a day and T3 and T4 time-out in mode

I looked at https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652 from another post and this image is something I sent to the twitter Comcastcares and it got ignored. This article says "However, if you see a large number of events in a short period of time, it's indicative of either a modem or signal issue." Then it goes on telling you to inspect cables and connections and cable quality, and because all my cables inside are new (less than 8 months old). I still feel like the signal issue is probably outside and here is my outside cable:

comcastcable.jpg

 

https://imgur.com/a/HyLpNR4


The black curly Q cable seems to be the ~9 year old cable that goes into my house. You can see the connector between the cables and then the front black/beige cable going into the ground is what this cable is attached to.




Highlighted
Regular Visitor

Re: Another customer with connection drops multiple times a day and T3 and T4 time-out in mode

Community mailer : "Please upvote your reply with the Best Answer." What answer? All replies are me, and I still have no assitance from Xfinity. I still get disconnects. I give up. If there were another provider in my area that offered similar speeds, I would switch in a heartbeat after being a customer for 9+ years. You better believe I am keeping my eyes open and an ear to the ground for anyone to come into my area.