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Connectivity drops. T3 and T4 timeouts in modem logs

PRDGS
New Poster

Connectivity drops. T3 and T4 timeouts in modem logs

Hi,

my connectivity used to be very good, but in the last 3 to 4 weeks it regularly (several times a day) drops. Most times it comes back in a minute or two. When it takes longer and I just end up rebooting the modem.

About a week or two a go a technician came here and replaced an old splitter outside my home and confirmed all the signals were good.

I still have regular drops, twice in 1.5 hours this morning. 

This creates a lot of problems as I'm often in work video conferences and the kids are in remote/online school.

 

In the modem logs, it shows T3 and T4 timeouts.

In the status page, the power and SNRs seem to all be good. Here are the contents of the status and log pages:

- Status: https://drive.google.com/file/d/1_-ucRMJg9jNGPlESP-TDmu42FosVnHA1/view?usp=sharing 

- Logs: https://drive.google.com/file/d/1YKxc14VsmMa0mRvPNp-S7sHQfjQHjxqg/view?usp=sharing 

 

I would call support, but I hope I may find a more knowleadgeable support person here...

 

A few more details:

- modem: Arris SB6183

- speed: 200Mbps (I always get a little more in the speed tests)

- computer connected directly to router, then to modem

- as soon as the problem happens, traceroute (to 1.1.1.1) only shows my router (192.168.1.1) all else times out...

Thanks for any help!

EG
Expert

Re: Connectivity drops. T3 and T4 timeouts in modem logs

Is this with a WiFi connection ? If so, for a test, does a computer that is hardwired directly to the router with an ethernet cable have the same problem ?


With this test, we are trying to isolate this from being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step of troubleshooting before we proceed any further.



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PRDGS
New Poster

Re: Connectivity drops. T3 and T4 timeouts in modem logs

It has happened 3 more times in the last hour... Called Comcast (well, asked for a callback from tech support through the APP chat, which worked great as they called me less than 30 secs later) and they're sending a technician tomorrow...

 

PRDGS
New Poster

Re: Connectivity drops. T3 and T4 timeouts in modem logs

Hi,

no it is not a wifi related problem. My computer is connected directly (ethernet) to my router, which is then connected to my modem.

EG
Expert

Re: Connectivity drops. T3 and T4 timeouts in modem logs

O/k, good luck with the tech visit !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!