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6 Messages

Friday, July 3rd, 2020 10:00 AM

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Connectivity Problems - Frequent T3 Timeouts

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.

Question

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Updated 

5 years ago

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0

sw20

Frequent Visitor

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6 Messages

5 years ago

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 ----    

0

sw20

Frequent Visitor

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6 Messages

5 years ago

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    

0

sw20

Frequent Visitor

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6 Messages

5 years ago

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

0

sw20

Frequent Visitor

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6 Messages

5 years ago

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 ----    

 

 

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techguy42

New Poster

 • 

5 Messages

5 years ago

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.  

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techguy42

New Poster

 • 

5 Messages

5 years ago

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.

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RonM17

Frequent Visitor

 • 

9 Messages

5 years ago

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. 

 

 

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MegMac

New Poster

 • 

1 Message

5 years ago

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.

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techguy42

New Poster

 • 

5 Messages

5 years ago

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!

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mikebox121

Contributor

 • 

36 Messages

5 years ago

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.

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0

RonM17

Frequent Visitor

 • 

9 Messages

5 years ago

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. 

0

sw20

Frequent Visitor

 • 

6 Messages

5 years ago

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.

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0

techguy42

New Poster

 • 

5 Messages

5 years ago

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!

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0

Tralpat

New Poster

 • 

1 Message

5 years ago

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.

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RonM17

Frequent Visitor

 • 

9 Messages

5 years ago

@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). 

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