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Getting Nowhere with Tech Support or Technicians (Constant T3-Timeouts)

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Getting Nowhere with Tech Support or Technicians (Constant T3-Timeouts)

Hello,

 

I've been having this issue for months now, where my internet will just suddenly suffer a ton of packet loss, until my modem reboots itself. Sometimes happing many times in a row. This causes a major disruption in my service. I'm a Network Engineer by trade and do a lot of my work from home. This is getting in the way of me being able to work effectively.

 

I have now gone through 3 different modems (at the suggestion of tech support). I've also now had 3 tech calls. They've run new cable from the pole to my house. New cable in my house. Now the newest technician blamed on my houses electrical wriring(?!?).

 

Is there anyone that can help me with this please?!?!

 

Brief piece of my modem log:

 

May 7 06:55:27 2018 Critical (3) No Ranging Response received - T3 time-out
May 7 06:55:27 2018 Critical (3) No Ranging Response received - T3 time-out
May 7 06:55:27 2018 Critical (3) No Ranging Response received - T3 time-out
May 7 10:59:00 2018 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
May 7 10:59:32 2018 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
May 7 12:07:34 2018 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
May 7 12:07:38 2018 Warning (5) Lost MDD Timeout
May 7 22:26:19 2018 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Time Not Established Critical (3) No Ranging Response received - T3 time-out
May 7 22:51:27 2018 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
May 8 20:58:55 2018 Critical (3) No Ranging Response received - T3 time-out
May 8 21:31:34 2018 Critical (3) Ranging Request Retries exhausted
May 8 21:31:34 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
May 8 21:35:31 2018 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
May 8 21:35:50 2018 Critical (3) No Ranging Response received - T3 time-out
May 8 21:37:01 2018 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
May 8 21:58:17 2018 Critical (3) No Ranging Response received - T3 time-out
May 8 22:10:36 2018 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
May 9 22:16:50 2018 Critical (3) No Ranging Response received - T3 time-out
May 10 21:53:03 2018 Critical (3) Ranging Request Retries exhausted
May 10 21:53:03 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
May 10 21:53:03 2018 Critical (3) Ranging Request Retries exhausted
May 10 21:53:03 2018 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
May 10 21:53:27 2018 Critical (3) No Ranging Response received - T3 time-out
May 10 21:57:47 2018 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
May 10 22:18:16 2018 Critical (3) No Ranging Response received - T3 time-out
May 10 22:50:33 2018 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Time Not Established Critical (3) No Ranging Response received - T3 time-out
May 11 10:26:18 2018 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
May 11 10:36:23 2018 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
May 11 10:36:28 2018 Warning (5) Lost MDD Timeout
May 11 10:42:32 2018 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
May 11 10:42:51 2018 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
May 11 10:43:11 2018 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
May 11 10:43:17 2018 Warning (5) Lost MDD Timeout
May 11 10:43:23 2018 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
May 11 10:49:14 2018 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
May 11 10:49:20 2018 Warning (5) Lost MDD Timeout
May 11 10:49:23 2018 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
May 11 10:49:35 2018 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Time Not Established Critical (3) No Ranging Response received - T3 time-out
May 11 10:53:17 2018 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

 

Like i said. This happens on multiple modems. All brand new. 2 of them supplied by Comcast. One bought by me. New cabaling inside my house and from the pole itself.

 

The issue is very sporadic.

 

Current signal levels:

 

<tabindex=-1>Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 567000000 Hz Locked
Connectivity State Ok Operational
Boot State -- --
Configuration File -- --
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 QAM 256 12 537000000 Hz 5.3 dBmV 37.0 dB 1 518
2 Locked QAM 256 13 543000000 Hz 5.3 dBmV 37.6 dB 1 603
3 Locked QAM 256 14 549000000 Hz 5.2 dBmV 37.3 dB 0 555
4 Locked QAM 256 16 561000000 Hz 5.2 dBmV 38.2 dB 12 659
5 Locked QAM 256 17 567000000 Hz 5.2 dBmV 38.2 dB 13 670
6 Locked QAM 256 19 579000000 Hz 5.4 dBmV 38.2 dB 55 630
7 Locked QAM 256 20 585000000 Hz 5.5 dBmV 38.2 dB 15 682
8 Locked QAM 256 21 591000000 Hz 5.4 dBmV 38.2 dB 10 686

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 34.0 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29400000 Hz 34.8 dBmV
3 Locked ATDMA 1 5120 Ksym/sec 35800000 Hz 35.3 dBmV
4 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 35.3 dBmV

 

When the T3 times outs start happening, those signal levels drop drastically.

 

I really need some help here guys. Tech Support knows something is wrong signal wise. (I get a hold of them when I start having drops). But yet on site Technicians think ther's nothing wrong, and this issues is going nowhere.

 

Thank You,

Logan

Expert

Re: Getting Nowhere with Tech Support or Technicians (Constant T3-Timeouts)

I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 


I am not a Comcast employee, just a moderator. Pls observe Wheaton's Law.
Official Employee

Re: Getting Nowhere with Tech Support or Technicians (Constant T3-Timeouts)

Hi LoganMiller89,  I can review this further for you,  please send me a private message with your account information (your name, address and account number). 

 

Thank you

Official Employee

Re: Getting Nowhere with Tech Support or Technicians (Constant T3-Timeouts)

Hi Logan, thank you for working with me through private message and glad to hear your services have stabilized the passed two days after the tech visit.  Please reach back out if issues arise in the future and I will help troubleshoot from my side.

 

Thank you