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Continuous T3 and T4 time out Critical Errors causes intermittent connectivity.

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Continuous T3 and T4 time out Critical Errors causes intermittent connectivity.

Hello Team,

 

I've been having multiple disconnects of my fairly new (15 months) old Netgear CM500-100NAS modem. The issue started 3 weeks back and I've had numerous calls with Xfinity Support without any resolution, The case is also escalated to Advanced Support and Field Technician came in to check levels of signals and installed an Amplifier but that hasn't helped. I showed the on-site technician the modem logs which he didn't know how to interpret. 

 

I've tried by-passing the Amplifier and the intermittent disconnects still persists. Looking at the previous threads apparently someone with username - @ComcastChe was able to magically resolve these issues remotely. 

 

The Xfinity App shows my Internet status as "Red". A reboot of the modem fixes the issues sometimes until it tries to re-initializes the registration and the logs are flooded with the T3/T4 time out issues. 

 

Below is the screencapture of Modem Event log when things are working, The uncorrectable errors go up in 4-5 digits. I've replaced all the Coax to the modem and also the splitter was replaced by Amplifier so everything coming in the house seems Ok - Layer 1 wise. 

 

I've also seen the Upstream and Downstream LED go to amber once in a while. 

 

Time

Priority

Description

2019-8-28, 11:32:28

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:32:19

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:31:55

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:31:48

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:31:48

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:31:19

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:31:15

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:30:01

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:29:28

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:29:19

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:28:55

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:28:27

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:28:08

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:27:40

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:27:36

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:27:32

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:27:31

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:27:19

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:26:58

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:25:44

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:25:43

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:23:09

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:22:47

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:22:39

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:22:36

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:22:20

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:22:11

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:22:07

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:21:49

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:21:49

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:21:43

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:21:43

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:21:41

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:21:38

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:21:25

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:21:24

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:19:34

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:19:33

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

2019-8-28, 11:19:20

Warning (5)

Dynamic Range Window violation

2019-8-28, 11:19:02

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=10:da:43:fc:f1:80;CMTS-MAC=18:8b:9d:d4:82:ad;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

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Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

651000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Security

Enabled

BPI+

IP Provisioning Mode

Honor MDD

honorMdd(4)

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

25

651000000 Hz

2.2 dBmV

39.7 dB

1381

2646

2

Locked

QAM256

17

603000000 Hz

1.8 dBmV

39.8 dB

1867

2956

3

Locked

QAM256

18

609000000 Hz

1.9 dBmV

39.7 dB

1575

2846

4

Locked

QAM256

19

615000000 Hz

1.7 dBmV

39.7 dB

1855

2597

5

Locked

QAM256

20

621000000 Hz

1.9 dBmV

39.6 dB

1653

2525

6

Locked

QAM256

21

627000000 Hz

1.7 dBmV

39.6 dB

1501

2527

7

Locked

QAM256

22

633000000 Hz

2 dBmV

39.6 dB

1523

2459

8

Locked

QAM256

23

639000000 Hz

1.4 dBmV

39.3 dB

1324

2613

9

Locked

QAM256

24

645000000 Hz

1.5 dBmV

39.4 dB

1333

2554

10

Locked

QAM256

26

657000000 Hz

2 dBmV

39.5 dB

1435

2119

11

Locked

QAM256

27

663000000 Hz

2.1 dBmV

39.5 dB

1147

2189

12

Locked

QAM256

28

669000000 Hz

2.1 dBmV

39.5 dB

1355

2031

13

Locked

QAM256

29

675000000 Hz

2.4 dBmV

39.4 dB

1152

1947

14

Locked

QAM256

30

681000000 Hz

2.6 dBmV

39.6 dB

1149

2017

15

Locked

QAM256

31

687000000 Hz

3 dBmV

39.7 dB

1015

1733

16

Locked

QAM256

32

693000000 Hz

3 dBmV

39.7 dB

1044

1855

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

2

5120 Ksym/sec

30100000 Hz

43.7 dBmV

2

Locked

ATDMA

1

5120 Ksym/sec

36500000 Hz

45.1 dBmV

3

Locked

ATDMA

3

5120 Ksym/sec

23700000 Hz

42.8 dBmV

4

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

Extended Upstream Transmit Power

Enable Extended Upstream Transmit Power

Current System Time:Wed Aug 28 11:54:11 2019

System Up Time:17:35:59

 

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