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Frequent T3 & T4 time-outs on modem

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Regular Visitor

Frequent T3 & T4 time-outs on modem

I have my own Arris (Motorola) SURFboard SB6141 modem for about 4.5 years and had what i think was a similar issue with my old SB6121 prior to the swap. History of the issue, my modem would loss connection and reboot constantly. I would get about 2-3 tech visits each year to "fix" it though about 3 years ago a tech added a comscope subscriber amplifier,  it worked well till a late last month.  A recent tech said the outside portion had water damage which resulted in constant drops, he was my first of two tech visits. The drops start small ranging for about 1-5 minutes then progress to 30-90 minutes and at its worse hours of the up and down stream lights blinking.

 

Tech Visit 1:  Said the comscope thing outside was water damaged and also didn't know why they tech would install it on a single modem, did mention the signal was way too weak for internet service. He connected the modem up with my two little Comcast digital converter boxes and said the signal was great, i guess the modem was running off a line paired with another apartment. Within 12 hours it started to have micro drops for 5-10 seconds then days later have multiple drops ranging from 30-60 minutes and reached its peak of hours.  Side note my digital converter boxes don't show active on my Xfinity App anymore. So i cannot ID them or reboot via the App.

 

Tech Visit 2: The tech went to the pole, worked his tech magic (i have no idea what he did) and replaced all coax going to the modem from the pole to inside. The modem didn't reboot for 30 hours after tech visit and not it seems to only stay up for 4-9 hours before it will randomly rebooted 3 times in 30-60 minutes.

 

I don't know if I need the amplifier or a new modem, hoping the later because i can do it myself.

 

Downstream Bonding Channel Value
Channel ID37 33 34 35 36 38 39 40 
Frequency675000000 Hz 651000000 Hz 657000000 Hz 663000000 Hz 669000000 Hz 681000000 Hz 687000000 Hz 693000000 Hz 
Signal to Noise Ratio38 dB 37 dB 37 dB 38 dB 38 dB 38 dB 38 dB 38 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
0 dBmV  0 dBmV  0 dBmV  0 dBmV  0 dBmV  -1 dBmV  -1 dBmV  -1 dBmV  

 

Upstream Bonding Channel Value
Channel ID
Frequency36500000 Hz 17300000 Hz 23700000 Hz 30100000 Hz 
Ranging Service ID4241 4241 4241 4241 
Symbol Rate5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 
Power Level49 dBmV 48 dBmV 47 dBmV 49 dBmV 
Upstream Modulation[2] QPSK
[1] 16QAM
[3] 64QAM
 
[2] QPSK
[1] 16QAM
[3] 64QAM
 
[2] QPSK
[1] 16QAM
[3] 64QAM
 
[2] QPSK
[1] 16QAM
[3] 64QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Status (Codewords) Bonding Channel Value
Channel ID37 33 34 35 36 38 39 40 
Total Unerrored Codewords389083226 389201611 389191456 389209211 389148935 389140139 389100436 389105042 
Total Correctable Codewords1288 1269 1215 1179 1225 1238 1174 1164 
Total Uncorrectable Codewords1323 1176 1180 1216 1228 1210 2248 1325 

 

Time Priority Code Message

Jul 23 2020 21:13:313-CriticalR05.0Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 21:13:083-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 21:12:514-ErrorC701.0DBC-ACK not received;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 21:12:495-WarningU102.0TCS Partial Service;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 21:12:493-CriticalR07.0Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 21:12:313-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:59:063-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:59:063-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:58:463-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:58:263-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:58:263-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:58:063-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:57:463-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:57:463-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:57:233-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:57:053-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:57:053-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:57:043-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:52:453-CriticalR07.0Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;
Jul 23 2020 20:52:093-CriticalR02.0

No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:a2:c8;CMTS-MAC=00:fe:c8:06:75:5b;CM-QOS=1.1;CM-VER=3.0;

 

Thanks in advance

Highlighted
Expert

Re: Frequent T3 & T4 time-outs on modem

The upstream power is on the high side / almost out of spec. If that Commscope amp is a straight drop amp / zero loss type, perhaps an amp with an active return needs to be used instead.

 

https://www.xfinity.com/support/articles/drop-amplifiers

 

http://www.cabletvamps.com/Info/TV_AMP_EDUCATION.htm



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Regular Visitor

Re: Frequent T3 & T4 time-outs on modem

That second link went way over my head, i would have to ask the RF engineer at my job.  I no longer have the comscope amp, it was tossed by the tech and the wall-wart portion i was told i no longer need. No one explained to me what it did on a technical aspect so for a replacement I wouldn't know what version i needed. The one who installed it just told me to never unplug the wall-wart adpater and i didn't know of the outside portion till the first tech this year came out. 

 

Would i sorce one of these myself or have comcast install it?

 

Highlighted
Expert

Re: Frequent T3 & T4 time-outs on modem

Either but in this case, it would probably be easier to let a Comcast premises tech come out and decide what is needed. Good luck with it !!



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!
Highlighted
Regular Visitor

Re: Frequent T3 & T4 time-outs on modem

Thanks, hopefully i can see if they can do it.