Intermittent Connection Issues [T3 and T4 Timeout]

Good evening. I figured I would take to the forums in a hope to get a better answers or a more experienced opinion. Twice now I have gotten the run around answer from the live chat lines about monitoring my account and a call back if anything was detected, which was never done. With the second call, the modem restarted due to a T3 timeout not 20 minutes after speaking with them.

Upon moving to a new address I have started experiencing horrible internet connectivity. I tried calling and explaining what was found in the event logs, but the operators I spoke to each time did not even acknowledge the information and proceeded to (what it seemed like to me) read from a list of responses. I'm not sure if that is actually how it works, but the answers were quite similar about just monitoring and nothing they could do at the current time.

After the second call, I have since replaced my modem and this is still happening many times a day at random intervals. The modem and router and near brand new and are different brands then what I had before.

If anyone has any opinions on what I should say to customer support if I have to make another call or if this can be resolved through the more experienced teams fielding the forums, that would be amazing.

While I know due to the times that everyone is struggling, I find myself quite saddened by the fact that the customer support teams would not even listen to what I had to say or acknowledge the fact that I believe it is not an issue that can be fixed from behind the desk or myself.

If anyone needs any futher information or would like me to try anything specifically, please feel free to let me know.

Modem Model: CM500-100NAS
Router Model: VLP0101B (VELOP AC1200 Mesh Node Wifi 5 Network / Black)

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	627000000 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	627000000 Hz	-7 dBmV	41 dB	183	410
2	Locked	QAM256	17	579000000 Hz	-6 dBmV	41.7 dB	192	461
3	Locked	QAM256	18	585000000 Hz	-6.3 dBmV	41.6 dB	178	369
4	Locked	QAM256	19	591000000 Hz	-6.3 dBmV	41.4 dB	238	429
5	Locked	QAM256	20	597000000 Hz	-6.4 dBmV	41.3 dB	176	460
6	Locked	QAM256	21	603000000 Hz	-6.3 dBmV	39.8 dB	167	345
7	Locked	QAM256	22	609000000 Hz	-6.3 dBmV	40.7 dB	196	514
8	Locked	QAM256	23	615000000 Hz	-6.4 dBmV	41.5 dB	175	469
9	Locked	QAM256	24	621000000 Hz	-6.8 dBmV	41.2 dB	217	613
10	Locked	QAM256	26	633000000 Hz	-6.8 dBmV	41 dB	214	569
11	Locked	QAM256	27	639000000 Hz	-6.6 dBmV	40.9 dB	181	301
12	Locked	QAM256	28	645000000 Hz	-6.6 dBmV	41.2 dB	154	383
13	Locked	QAM256	29	651000000 Hz	-7.1 dBmV	40.8 dB	137	449
14	Locked	QAM256	30	657000000 Hz	-7.1 dBmV	40.9 dB	146	541
15	Locked	QAM256	31	663000000 Hz	-7.4 dBmV	40.7 dB	145	303
16	Locked	QAM256	32	669000000 Hz	-7.4 dBmV	40.6 dB	153	413

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	4	5120 Ksym/sec	15700000 Hz	51.5 dBmV
2	Locked	ATDMA	1	5120 Ksym/sec	34900000 Hz	52.3 dBmV
3	Locked	ATDMA	2	5120 Ksym/sec	28500000 Hz	51.5 dBmV
4	Locked	ATDMA	3	5120 Ksym/sec	22100000 Hz	52.8 dBmV

Extended Upstream Transmit Power

(Enabled) Enable Extended Upstream Transmit Power

Current System Time:Wed Aug 12 18:06:37 2020

System Up Time:00:26:43

Time	Priority	Description
2020-8-12, 17:49:22	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:01:13	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
1970-1-1, 00:00:28	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:22	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2020-8-12, 17:35:19	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.1;CM-VER=3.0;
2020-8-12, 17:35:15	Critical (3)	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.1;CM-VER=3.0;
2020-8-12, 17:35:15	Critical (3)	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.1;CM-VER=3.0;
2020-8-12, 17:25:05	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.1;CM-VER=3.0;
2020-8-12, 16:38:40	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.0;CM-VER=3.0;
2020-8-12, 16:38:14	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.1;CM-VER=3.0;
2020-8-12, 16:31:34	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.1;CM-VER=3.0;
2020-8-12, 16:31:10	Critical (3)	16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.1;CM-VER=3.0;
2020-8-12, 16:31:10	Critical (3)	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.1;CM-VER=3.0;
2020-8-11, 16:22:52	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.1;CM-VER=3.0;
2020-8-11, 13:10:33	Critical (3)	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.1;CM-VER=3.0;
2020-8-11, 13:10:33	Critical (3)	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.1;CM-VER=3.0;
2020-8-11, 08:18:11	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:28	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:26	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:21	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2020-8-10, 17:47:44	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.0;CM-VER=3.0;
2020-8-10, 17:47:37	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2020-8-10, 17:47:35	Critical (3)	No UCDs Received - Timeout;;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2020-8-10, 17:47:18	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:01:01	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:01:5c:88:4a:4b;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:53	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:51	Critical (3)	No UCDs Received - Timeout;;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:34	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:24	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:24	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:20	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:83:91:48;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

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Responses

Accepted Solution

EG

Expert

•

103.5K Messages

4 years ago

Ok if nothing applies, then as stated, you will need a tech out to investigate / correct the problem.

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck with it !

xCykrix

Frequent Visitor

•

11 Messages

4 years ago

Another snapshot, as the modem was only on for a short time when it was taken and had just finished having issues.

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	25	627000000 Hz	-5.5 dBmV	41.1 dB	210	508
2	Locked	QAM256	17	579000000 Hz	-4.3 dBmV	41.8 dB	273	557
3	Locked	QAM256	18	585000000 Hz	-4.6 dBmV	41.7 dB	207	501
4	Locked	QAM256	19	591000000 Hz	-4.7 dBmV	41.5 dB	287	534
5	Locked	QAM256	20	597000000 Hz	-4.7 dBmV	41.5 dB	230	621
6	Locked	QAM256	21	603000000 Hz	-4.7 dBmV	40.2 dB	243	439
7	Locked	QAM256	22	609000000 Hz	-4.7 dBmV	41 dB	254	649
8	Locked	QAM256	23	615000000 Hz	-4.9 dBmV	41.5 dB	260	569
9	Locked	QAM256	24	621000000 Hz	-5.3 dBmV	41.3 dB	261	772
10	Locked	QAM256	26	633000000 Hz	-5.3 dBmV	41 dB	275	760
11	Locked	QAM256	27	639000000 Hz	-5.1 dBmV	40.9 dB	235	386
12	Locked	QAM256	28	645000000 Hz	-5.1 dBmV	41.2 dB	218	493
13	Locked	QAM256	29	651000000 Hz	-5.7 dBmV	40.9 dB	179	563
14	Locked	QAM256	30	657000000 Hz	-5.7 dBmV	40.9 dB	208	636
15	Locked	QAM256	31	663000000 Hz	-6 dBmV	40.7 dB	199	387
16	Locked	QAM256	32	669000000 Hz	-6 dBmV	40.6 dB	200	565

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	4	5120 Ksym/sec	15700000 Hz	49.8 dBmV
2	Locked	ATDMA	1	5120 Ksym/sec	34900000 Hz	50.5 dBmV
3	Locked	ATDMA	2	5120 Ksym/sec	28500000 Hz	50.3 dBmV
4	Locked	ATDMA	3	5120 Ksym/sec	22100000 Hz	49.3 dBmV

xCykrix

Frequent Visitor

•

11 Messages

4 years ago

I was able to get on the actual live chat. I spoke to the wrong department originally, and they were super understanding and willing to help. As soon as I was transferred I got to the script reader who refused to listen to anything discussed or even look the forum attached. Up to the point of telling me to unplug the router for the network I was attached to and talking to him on, then tell him when it was unplugged after...

I guess I will post an update if the issue persists, but at that point I will likely demand to be escalated to someone who will listen to me. I do not understand how provisoning the modem now three times would change the outcome of the previous provisioning.

EG

Expert

•

103.5K Messages

4 years ago

The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

xCykrix

Frequent Visitor

•

11 Messages

4 years ago

Thank you for the reply @EG, I have already tried these troubleshooting steps and I have the minimum number of connections (literally just one cable, no splitters) from the modem to wall, and have tried both the Xfinity provided cables for self installation I obtained originally.

xCykrix

Frequent Visitor

•

11 Messages

4 years ago

Thank you very much @EG, I got on live chat once more and finally got a technician scheduled after getting a bit more snappy then I would have liked at the live chat person. I found no point in doing the exact same reprovisioning steps for a fourth time, when he did not see the same my way.

EG

Expert

•

103.5K Messages

4 years ago

Quite welcome !

Your Home Network

xCykrix

Intermittent Connection Issues [T3 and T4 Timeout]

EG

xCykrix

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