Connectivity Problems - Frequent T3 Timeouts

[sw20]

Hello! Around the end of May we started experiencing intermittent connectivity problems. We replaced our modem with a brand new one (an Arris SB6190), and that didn't help. The new modem's event log and status page showed frequent T3 timeouts and upstream channels dropping out.

A technician came out in early June and did some work on the connection at the side of the house. He then checked the line between the side of the house and the back of the modem and thought everything there looked fine there. After he left, the issues resumed, with connectivity dropping sometimes several times each hour.

A more experienced technician then came out and ended up replacing a connector on the utility pole that feeds the house. For maybe a day or two everything seemed great! However, the issues have resumed. The modem logs show frequent T3 timeouts, sometimes high numbers of correctable and uncorrectable codewords, and fluctuating upstream channel power values that seem to be sometimes toward the low end and sometimes toward the high end of the acceptable range. There are no splitters in the line.

Is it possible there’s something strange happening with the CMTS or the node? If so, is there a way to escalate this to someone who handles that? Or is my best bet just to start with an agent again and see if they are willing to send a third technician out?

I'll post some event log entries and downstream/upstream values below in case that is useful. Thanks in advance for any insight or assistance.

[sw20]

Event Log Snippet:

Time	Priority	Description
Fri Jul 03 07:19:02 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted
Fri Jul 03 07:21:19 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 07:22:03 2020	3	Ranging Request Retries exhausted
Fri Jul 03 07:22:03 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted
Fri Jul 03 07:22:04 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 07:25:59 2020	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Thu Jan 01 00:01:45 1970	3	No Ranging Response received - T3 time-out
Fri Jul 03 07:28:55 2020	6	TLV-11 - unrecognized OID
Fri Jul 03 07:38:40 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 07:38:57 2020	5	RCS Partial Service
Fri Jul 03 07:47:53 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 07:48:36 2020	3	Ranging Request Retries exhausted
Fri Jul 03 07:48:36 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted
Fri Jul 03 07:48:38 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 07:48:57 2020	3	Ranging Request Retries exhausted
Fri Jul 03 07:48:57 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted
Fri Jul 03 07:48:58 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 07:52:46 2020	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Fri Jul 03 07:55:34 2020	6	TLV-11 - unrecognized OID
Fri Jul 03 08:51:12 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 10:06:43 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 10:07:27 2020	3	Ranging Request Retries exhausted
Fri Jul 03 10:07:27 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted
Fri Jul 03 10:07:51 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 10:12:15 2020	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Thu Jan 01 00:01:45 1970	3	No Ranging Response received - T3 time-out
Fri Jul 03 10:15:02 2020	6	TLV-11 - unrecognized OID
Fri Jul 03 10:15:05 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 11:29:29 2020	3	Ranging Request Retries exhausted
Fri Jul 03 11:29:29 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted
Fri Jul 03 11:29:30 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 11:29:59 2020	3	Ranging Request Retries exhausted
Fri Jul 03 11:29:59 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted
Fri Jul 03 11:29:59 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 11:30:24 2020	3	Ranging Request Retries exhausted
Fri Jul 03 11:30:24 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted
Fri Jul 03 11:30:41 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 11:35:53 2020	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Fri Jul 03 11:38:41 2020	6	TLV-11 - unrecognized OID
Fri Jul 03 11:38:43 2020	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out
Fri Jul 03 11:39:41 2020	5	Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Fri Jul 03 11:39:41 2020	5	TCS Partial Service
Fri Jul 03 11:39:49 2020	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Fri Jul 03 11:42:21 2020	6	TLV-11 - unrecognized OID
Fri Jul 03 11:51:08 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 11:55:26 2020	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Thu Jan 01 00:01:45 1970	3	No Ranging Response received - T3 time-out
Fri Jul 03 11:58:03 2020	6	TLV-11 - unrecognized OID
Fri Jul 03 12:25:11 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 12:25:54 2020	3	Ranging Request Retries exhausted
Fri Jul 03 12:25:54 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted
Fri Jul 03 12:26:08 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 12:26:14 2020	3	Ranging Request Retries exhausted
Fri Jul 03 12:26:14 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted
Fri Jul 03 12:26:15 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 12:26:52 2020	3	Ranging Request Retries exhausted
Fri Jul 03 12:26:52 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted
Fri Jul 03 12:26:52 2020	3	No Ranging Response received - T3 time-out
Fri Jul 03 12:30:38 2020	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Thu Jan 01 00:01:45 1970	3	No Ranging Response received - T3 time-out
Fri Jul 03 12:33:43 2020	6	TLV-11 - unrecognized OID

[sw20]

System Time: Fri Jul 03 12:37:24 2020
Up Time: 6 minutes

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	1	483.00 MHz	6.30 dBmV	40.95 dB	34	95
2	Locked	256QAM	2	489.00 MHz	6.30 dBmV	40.95 dB	18	57
3	Locked	256QAM	3	495.00 MHz	5.90 dBmV	40.95 dB	9	64
4	Locked	256QAM	4	501.00 MHz	5.80 dBmV	40.95 dB	13	58
5	Locked	256QAM	5	507.00 MHz	5.60 dBmV	40.37 dB	17	52
6	Locked	256QAM	6	513.00 MHz	5.20 dBmV	40.95 dB	18	62
7	Locked	256QAM	7	519.00 MHz	5.10 dBmV	40.95 dB	19	54
8	Locked	256QAM	8	525.00 MHz	4.70 dBmV	40.37 dB	10	61
9	Locked	256QAM	9	531.00 MHz	4.40 dBmV	40.37 dB	17	63
10	Locked	256QAM	10	537.00 MHz	4.10 dBmV	40.37 dB	18	56
11	Locked	256QAM	11	543.00 MHz	3.90 dBmV	40.37 dB	16	57
12	Locked	256QAM	12	549.00 MHz	3.70 dBmV	40.95 dB	16	58
13	Locked	256QAM	13	555.00 MHz	4.00 dBmV	40.37 dB	14	56
14	Locked	256QAM	14	561.00 MHz	3.90 dBmV	40.37 dB	15	58
15	Locked	256QAM	15	567.00 MHz	4.00 dBmV	40.37 dB	18	52
16	Locked	256QAM	16	573.00 MHz	4.10 dBmV	40.37 dB	11	68
17	Locked	256QAM	17	579.00 MHz	4.20 dBmV	40.37 dB	13	58
18	Locked	256QAM	18	585.00 MHz	4.10 dBmV	40.95 dB	13	56
19	Locked	256QAM	19	591.00 MHz	3.70 dBmV	40.95 dB	19	53
20	Locked	256QAM	20	597.00 MHz	3.50 dBmV	40.95 dB	11	60
21	Locked	256QAM	21	603.00 MHz	3.30 dBmV	40.37 dB	21	53
22	Locked	256QAM	22	609.00 MHz	3.00 dBmV	40.95 dB	13	58
23	Locked	256QAM	23	615.00 MHz	2.90 dBmV	40.37 dB	13	67
24	Locked	256QAM	24	621.00 MHz	3.40 dBmV	40.37 dB	11	56
25	Locked	256QAM	25	627.00 MHz	3.70 dBmV	41.10 dB	10	59
26	Locked	256QAM	26	633.00 MHz	3.70 dBmV	39.90 dB	13	55
27	Locked	256QAM	27	639.00 MHz	4.00 dBmV	39.90 dB	12	57
28	Locked	256QAM	28	645.00 MHz	4.10 dBmV	41.10 dB	18	59
29	Locked	256QAM	30	651.00 MHz	3.70 dBmV	39.90 dB	10	59
30	Locked	256QAM	31	657.00 MHz	3.30 dBmV	39.90 dB	18	57
31	Locked	256QAM	32	663.00 MHz	3.00 dBmV	39.90 dB	15	61
32	Locked	256QAM	33	669.00 MHz	3.00 dBmV	39.90 dB	14	54
Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	5120 kSym/s	35.80 MHz	37.75 dBmV
2	Locked	ATDMA	4	5120 kSym/s	16.60 MHz	37.25 dBmV
3	Locked	ATDMA	3	5120 kSym/s	23.00 MHz	37.00 dBmV
4	Locked	ATDMA	2	5120 kSym/s	29.40 MHz	37.00 dBmV

[sw20]

Here's another status snapshot. 

System time: Fri Jul 03 12:28:22 2020
Up time: 32 minutes

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	1	483.00 MHz	2.80 dBmV	40.95 dB	263	301
2	Locked	256QAM	2	489.00 MHz	2.70 dBmV	40.95 dB	170	323
3	Locked	256QAM	3	495.00 MHz	2.30 dBmV	40.37 dB	228	345
4	Locked	256QAM	4	501.00 MHz	2.50 dBmV	40.37 dB	194	307
5	Locked	256QAM	5	507.00 MHz	2.30 dBmV	40.37 dB	157	304
6	Locked	256QAM	6	513.00 MHz	1.80 dBmV	40.95 dB	194	331
7	Locked	256QAM	7	519.00 MHz	1.80 dBmV	40.37 dB	202	347
8	Locked	256QAM	8	525.00 MHz	1.40 dBmV	40.95 dB	202	299
9	Locked	256QAM	9	531.00 MHz	1.00 dBmV	40.37 dB	226	349
10	Locked	256QAM	10	537.00 MHz	0.80 dBmV	40.95 dB	272	1382
11	Locked	256QAM	11	543.00 MHz	0.40 dBmV	40.37 dB	219	276
12	Locked	256QAM	12	549.00 MHz	0.20 dBmV	40.37 dB	223	315
13	Locked	256QAM	13	555.00 MHz	0.50 dBmV	40.95 dB	297	1181
14	Locked	256QAM	14	561.00 MHz	0.50 dBmV	40.37 dB	252	254
15	Locked	256QAM	15	567.00 MHz	0.40 dBmV	40.95 dB	176	310
16	Locked	256QAM	16	573.00 MHz	0.50 dBmV	40.37 dB	207	285
17	Locked	256QAM	17	579.00 MHz	0.70 dBmV	40.37 dB	337	1094
18	Locked	256QAM	18	585.00 MHz	0.50 dBmV	40.95 dB	236	258
19	Locked	256QAM	19	591.00 MHz	0.20 dBmV	40.95 dB	198	277
20	Locked	256QAM	20	597.00 MHz	-0.10 dBmV	40.37 dB	212	273
21	Locked	256QAM	21	603.00 MHz	-0.30 dBmV	40.95 dB	226	214
22	Locked	256QAM	22	609.00 MHz	-0.50 dBmV	40.95 dB	128	262
23	Locked	256QAM	23	615.00 MHz	-0.60 dBmV	40.37 dB	134	231
24	Locked	256QAM	24	621.00 MHz	-0.20 dBmV	40.95 dB	148	238
25	Locked	256QAM	25	627.00 MHz	0.30 dBmV	40.40 dB	125	220
26	Locked	256QAM	26	633.00 MHz	0.50 dBmV	39.90 dB	128	204
27	Locked	256QAM	27	639.00 MHz	0.80 dBmV	39.90 dB	74	832
28	Locked	256QAM	28	645.00 MHz	0.80 dBmV	41.10 dB	65	219
29	Locked	256QAM	30	651.00 MHz	0.70 dBmV	40.40 dB	83	211
30	Locked	256QAM	31	657.00 MHz	0.40 dBmV	39.90 dB	102	216
31	Locked	256QAM	32	663.00 MHz	0.10 dBmV	39.90 dB	68	205
32	Locked	256QAM	33	669.00 MHz	0.30 dBmV	39.90 dB	78	191
>>>
Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	----	----	1	----	35.80 MHz	----
2	----	----	4	----	16.60 MHz	----
3	Locked	ATDMA	3	5120 kSym/s	23.00 MHz	38.00 dBmV
4	----	----	2	----	29.40 MHz	----

[sw20]

Still having issues here. After a system up-time of fewer than 20 minutes, my connection dropped again while I was trying to post. Here's part of the event log from last night and today:

Time	Priority	Description
Sun Jul 05 18:59:11 2020	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Thu Jan 01 00:01:43 1970	3	No Ranging Response received - T3 time-out;
Sun Jul 05 19:02:08 2020	6	TLV-11 - unrecognized OID;
Sun Jul 05 19:04:46 2020	3	No Ranging Response received - T3 time-out;
Sun Jul 05 19:09:04 2020	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Sun Jul 05 19:11:41 2020	6	TLV-11 - unrecognized OID;
Sun Jul 05 19:19:40 2020	3	No Ranging Response received - T3 time-out;
Sun Jul 05 19:20:23 2020	3	Ranging Request Retries exhausted;
Sun Jul 05 19:20:23 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;
Sun Jul 05 19:20:23 2020	3	Ranging Request Retries exhausted;
Sun Jul 05 19:20:23 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;
Sun Jul 05 19:20:24 2020	3	No Ranging Response received - T3 time-out;
Sun Jul 05 19:24:05 2020	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Thu Jan 01 00:01:45 1970	3	No Ranging Response received - T3 time-out;
Sun Jul 05 19:27:07 2020	6	TLV-11 - unrecognized OID;
Sun Jul 05 19:34:28 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 08:21:15 2020	5	RCS Partial Service;
Mon Jul 06 08:22:14 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 08:22:20 2020	5	RCS Partial Service;
Mon Jul 06 08:22:39 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 09:27:23 2020	5	RCS Partial Service;
Mon Jul 06 09:51:35 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 09:55:53 2020	5	RCS Partial Service;
Mon Jul 06 10:13:01 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 11:07:10 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;
Mon Jul 06 11:07:11 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 11:07:18 2020	3	Ranging Request Retries exhausted;
Mon Jul 06 11:07:18 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;
Mon Jul 06 11:07:18 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 11:07:45 2020	3	Ranging Request Retries exhausted;
Mon Jul 06 11:07:45 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;
Mon Jul 06 11:11:34 2020	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Thu Jan 01 00:01:45 1970	3	No Ranging Response received - T3 time-out;
Mon Jul 06 11:14:43 2020	6	TLV-11 - unrecognized OID;
Mon Jul 06 11:29:50 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 11:41:07 2020	5	RCS Partial Service;
Mon Jul 06 11:43:49 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 11:43:57 2020	5	RCS Partial Service;
Mon Jul 06 11:43:57 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 11:47:06 2020	5	RCS Partial Service;
Mon Jul 06 11:58:07 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 12:05:23 2020	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Thu Jan 01 00:01:46 1970	3	No Ranging Response received - T3 time-out;
Mon Jul 06 12:08:01 2020	6	TLV-11 - unrecognized OID;
Mon Jul 06 12:17:46 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 12:18:11 2020	5	RCS Partial Service;
Mon Jul 06 12:20:14 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 12:20:58 2020	3	Ranging Request Retries exhausted;
Mon Jul 06 12:20:58 2020	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;
Mon Jul 06 12:21:22 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 12:22:05 2020	5	RCS Partial Service;
Thu Jan 01 00:01:43 1970	3	No Ranging Response received - T3 time-out;
Mon Jul 06 12:26:45 2020	6	TLV-11 - unrecognized OID;
Mon Jul 06 12:26:49 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 12:26:57 2020	4	T6 Timeout and retries exceeded;
Mon Jul 06 12:26:57 2020	3	REG RSP not received;
Mon Jul 06 12:26:57 2020	3	No Ranging Response received - T3 time-out;
Mon Jul 06 12:28:05 2020	6	TLV-11 - unrecognized OID;

And here's a snapshot of the downstream/upstream stats during a previous outage today:

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	21	603.00 MHz	1.10 dBmV	40.95 dB	1058	6149
2	Locked	256QAM	38	435.00 MHz	3.10 dBmV	40.37 dB	927	2439
3	Locked	256QAM	39	441.00 MHz	3.20 dBmV	40.95 dB	1268	3123
4	Locked	256QAM	40	447.00 MHz	3.30 dBmV	40.95 dB	912	3521
5	Locked	256QAM	41	453.00 MHz	3.30 dBmV	40.95 dB	656	1546
6	Locked	256QAM	29	459.00 MHz	3.50 dBmV	40.95 dB	776	2493
7	Locked	256QAM	34	465.00 MHz	3.50 dBmV	40.37 dB	771	2385
8	Locked	256QAM	35	471.00 MHz	3.60 dBmV	40.95 dB	892	2354
9	Locked	256QAM	36	477.00 MHz	3.60 dBmV	40.95 dB	763	2424
10	Locked	256QAM	1	483.00 MHz	3.90 dBmV	40.95 dB	758	2542
11	Locked	256QAM	2	489.00 MHz	3.70 dBmV	40.95 dB	644	1501
12	Locked	256QAM	3	495.00 MHz	3.30 dBmV	40.37 dB	835	2301
13	Locked	256QAM	4	501.00 MHz	3.60 dBmV	40.95 dB	742	3369
14	Locked	256QAM	5	507.00 MHz	3.20 dBmV	40.95 dB	763	2642
15	Locked	256QAM	6	513.00 MHz	2.80 dBmV	40.95 dB	700	2479
16	Locked	256QAM	7	519.00 MHz	2.90 dBmV	40.37 dB	934	3323
17	Locked	256QAM	8	525.00 MHz	2.50 dBmV	40.95 dB	794	3439
18	Locked	256QAM	9	531.00 MHz	2.00 dBmV	40.37 dB	637	1435
19	Locked	256QAM	10	537.00 MHz	1.90 dBmV	40.95 dB	1001	4281
20	Locked	256QAM	11	543.00 MHz	1.50 dBmV	40.37 dB	908	3305
21	Locked	256QAM	12	549.00 MHz	1.30 dBmV	40.37 dB	966	3303
22	Locked	256QAM	13	555.00 MHz	1.80 dBmV	40.37 dB	901	3317
23	Locked	256QAM	14	561.00 MHz	1.60 dBmV	40.95 dB	888	3333
24	Locked	256QAM	15	567.00 MHz	1.60 dBmV	40.37 dB	723	1318
25	Locked	256QAM	16	573.00 MHz	1.80 dBmV	40.40 dB	131	2120
26	Locked	256QAM	17	579.00 MHz	2.00 dBmV	41.10 dB	81	2058
27	Locked	256QAM	18	585.00 MHz	1.70 dBmV	39.90 dB	116	2082
28	Locked	256QAM	19	591.00 MHz	1.40 dBmV	41.10 dB	86	2098
29	Locked	256QAM	20	597.00 MHz	1.30 dBmV	40.40 dB	83	2159
30	Locked	256QAM	22	609.00 MHz	0.90 dBmV	40.40 dB	144	1939
31	Locked	256QAM	23	615.00 MHz	0.90 dBmV	41.10 dB	105	2061
32	Locked	256QAM	24	621.00 MHz	1.20 dBmV	40.40 dB	117	2156
>>>>
Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	----	----	4	----	16.60 MHz	----
2	----	----	3	----	23.00 MHz	----
3	----	----	2	----	29.40 MHz	----
4	----	----	1	----	35.80 MHz	----

[techguy42]

Funny.  That is exactly what I'm dealing with.   I'm getting "No Ranging Response received - T3 time-out" on my SB6141 modem.  Support tried to say that it was my modem, but when they sent me one of their own the problem persisted.  I've now been on hold for 2.5 hours and waiting.   I'm guessing there are others with similar issues.

This is very frustrating.  I've called Xfinity/Comcast 10's of times and have never really gotten any help.  

[MegMac]

I'm not sure if I'm technically having the same problems (I have no idea what T3 timeouts are), but I'm getting kicked off our internet several times each day.  We use the internet for work and school in our house and this just cannot keep happening!  I've tried calling several times, but just stay on hold for hours with nobody ever picking up.  Just right now I've been on hold for well over an hour now, but can't get anyone.  How did you get those reports?  I'd like to check mine.

[RonM17]

Good luck. I have a topic open on the same issue.

Based on all of the reading I've done, this is a symptom of warm weather increasing resistance in Xfinity's lines. I have replaced a modem, removed a splitter in my house, and had two technicians visit -- still no resolution, and Xfinity seems happy enough to let this issue persist through the summer while still charging us full rate. 

I'd love to get an Xfinity rep to comment on their lack of response to what seem to be annual instances of T3 timeouts. 

[mikebox121]

I have a similar issue. Mine is usually just bad cables caused by squirrels and other animals. My issue is that Comcast is refusing to come out at all. You seem to have had multiple technicians come out already. What did you say to get them to actually come?

They keep saying they can only go outside because of COVID and I am fine with that, but in a couple week nobody has come by yet.

[RonM17]

Google your modem model and "IP address" -- should be 192.168.100.1 or something like that. 

Default login is usually "admin/password" or some variation of that.

Go to the Signal tab to check signal levels and Log tab to check for timeouts. 

[techguy42]

Interesting hypothesis about this being an environmental variable in the form of temperature.  In my case I don't think it is the issue.  I just got off the phone with Comcast after being on hold for over 3 hours.  They said that they could see no signs of a physical issue (i.e. power levels, signal-to-noise levels) which I would expect to see if it were heat related.  It's in the 90's outside.  The weird thing is that every once in a while the levels do get bad and that is when my signal drops, but these dips are momentary, inconsistent with our temperature hypothesis because temperatures didn't fluctuate at all during that time.   Good luck on figuring your issue out.  If/when I figure mine out I'll be sure to post.  Thanks!

[techguy42]

Yep, I did the same thing.  Have been looking at this for some time and taking snapshots so I could respond to Comcast support people when they told me something that is inconsistent with the data.

[sw20]

I’m sorry to hear that you all are having similar issues and hope this gets resolved for everyone soon. I’ll keep you updated on my situation for sure.

As for getting a tech to come out, back in late May/early June there was actually a “schedule a technician visit” option I reached after going through some troubleshooting steps in the Xfinity app. That’s how the first visit happened. That option has apparently been removed from the app now.

When the problems persisted, I chatted with an agent through the app, told them what was happening, and got the “we can’t send anyone out” response. The agent said they couldn’t see any problems on their end but that they’d open a ticket, continue to monitor our service, and contact me for further troubleshooting.

They texted after a while to ask if the issues were persisting. When we replied “yes”, we were then able to schedule another tech visit.

[techguy42]

Yeh, they tried to send a tech onsite for me, but I said that they had already done that 3 times and I'm still having the same problem.  I asked them if they were seeing any physical issues in terms of signal levels and they said "no."  My question to them was, "why would you send someone onsite to fix a physical problem that didn't exist?"  They had no answer.  It's just a game of putting you off until you finally give up and go away I'm guessing.  I've been at this since December of last year.  Maddening!

[Tralpat]

I am new to Xfinity (about the last 2 weeks).  This has been happening to me as well.  However, my issues don't start until early evening (5pm or so).  I have been trying to get in touch with someone but the customer service for them seems to be pretty terrible.  Time to start shopping for another provider already.

[RonM17]

@Tralpat 

Get out while you can. I have been fighting this for a month.

It's gotten to the point where I can't even get a chat support agent. Just an incredibly awful company (as if we didn't already know that). 

[techguy42]

Just wanted to provide an update to my situation with respect to the T3 Timeouts.  So Comcast sent a technician out again (3rd time) and they actually fixed my problem.  They replaced the cable on the side of my house and also replaced the "tap" where the line attaches to the pole span.   My signal levels went from around -7 to +7 since then and I've not had a single problem since.  I will occasionally drop a packet here and there but it is certainly nothing to write home about.  Hope this helps someone.  My personal opinion is that it was the "tap" but I can't say for sure because they manipulated two variables while they were at my home.