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Intermittent T3 Timeouts and Drops

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Regular Visitor

Intermittent T3 Timeouts and Drops

My internet goes out half a dozen times a day for 5-10 minutes at a time. This has been happening for over a year. 

 

I had internet for 4 years until June of 2019, went 6 months without andthen signed up for new service in December of 2019. The problem didn't arise until early 2019.

 

It was happening last year and when I started service again the same thing is going on.


I have an Arris SB6141 modem.

I never explored the issue since I'm not home all the time, but I'm transitioning to work-from-home next week and I need to get this resolved.

 

My connection is hardwired directly from the cable outlet with no splitters. A new cable was laid back in 2015 by Comcast from the street directly in to my apartment. I live in an in-law unit in the rear of a house and my connection is separate from theirs. It goes direct from the street in to my modem.

 

Can anyone help?

 

Here's my log from the most recent outage:

 

Time Priority Code Message
Apr 13 2020 15:07:56 3-Critical R05.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:07:38 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:07:32 3-Critical R05.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:07:14 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:07:08 3-Critical R05.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:06:50 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:06:44 3-Critical R05.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:06:26 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:06:20 3-Critical R05.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:06:03 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:05:56 3-Critical R05.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:05:39 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:05:39 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:05:32 3-Critical R05.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:05:14 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:05:08 3-Critical R05.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:04:50 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:04:44 3-Critical R05.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:04:26 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;
Apr 13 2020 15:04:19 3-Critical R05.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=78:96:84:f9:d5:12;CMTS-MAC=00:01:5c:b1:6a:52;CM-QOS=1.1;CM-VER=3.0;

 

Downstream Bonding Channel Value
Channel ID 20  21  22  24  25  26  27  28 
Frequency 813000000 Hz  819000000 Hz  825000000 Hz  837000000 Hz  843000000 Hz  849000000 Hz  855000000 Hz  861000000 Hz 
Signal to Noise Ratio 32 dB  31 dB  31 dB  31 dB  31 dB  31 dB  31 dB  29 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
Power Level -16 dBmV   -16 dBmV   -17 dBmV   -17 dBmV   -17 dBmV   -17 dBmV   -17 dBmV   -17 dBmV  

 

Upstream Bonding Channel Value
Channel ID
Frequency 38700000 Hz  32300000 Hz  25700000 Hz  19300000 Hz 
Ranging Service ID 10269  10269  10269  10269 
Symbol Rate 5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
Power Level 50 dBmV  54 dBmV  49 dBmV  49 dBmV 
Upstream Modulation [2] QPSK
[1] 32QAM
[3] 64QAM
[2] QPSK
[1] 32QAM
[3] 64QAM
[2] QPSK
[1] 32QAM
[3] 64QAM
[2] QPSK
[1] 32QAM
[3] 64QAM
Ranging Status Success  Retries Exceed  Retries Exceed  Retries Exceed 

 

Signal Status (Codewords) Bonding Channel Value
Channel ID 20  21  22  24  25  26  27  28 
Total Unerrored Codewords 10078390397  10078409321 10078398891 10078198322  10078383846  10078382198  10078417636  8480339218 
Total Correctable Codewords 934  718  2835  11554  1615  2379  3225  178967391 
Total Uncorrectable Codewords 1939  1785  1916  221928  2057  1957  2005  23268817 
Highlighted
Expert

Re: Intermittent T3 Timeouts and Drops

The signal stats / connection quality are terrible !

 

That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

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.



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Regular Visitor

Re: Intermittent T3 Timeouts and Drops

Thank you for the suggestions, @EG ! I tried everything.

I just got off the phone with basic tech support and because the problem is intermittent there’s nothing on their end they will do.

The rep kept saying it’s probably my modem, and suggested multiple times to get a Comcast modem instead.She refused to help me further, and told me to call back tomorrow if I’m experiencing the same issue.

Well this stinks. I don’t know what to do. I can’t prove the outages since it’s intermittent, and she said I’m stuck due to that.

My connection is direct without a splitter. It comes directly from outside and in to my apartment. I factory reset the modem tonight. The end of the cable from outside looks good. Everything else is fine.

Should I be buying a new modem just because? It feels like they’re not taking it seriously because it’s not a Comcast modem.

I’m nearly certain it’s the line outside.

Obviously call volume is high right now, but I had to wait 45 minutes for this at 10pm PST. I’m sure if I call during regular business hours the hold will be even longer.

This is very frustrating.
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Expert

Re: Intermittent T3 Timeouts and Drops

A new modem will not fix a line / signal / connection quality problem. It will still be there no matter what modem is used.

 

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 this !

 

 



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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.
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Regular Visitor

Re: Intermittent T3 Timeouts and Drops

@EG

I really appreciate your assistance.

Are there any Comcast reps here that can assist me?

I don’t know what to do.

If the rep is unwilling to schedule a tech visit because they’re adamant it’s a modem problem, how can I get a tech to come check this out?

I’m between a rock and a hard place. I need someone to look at the line but they won’t look at the line so I have no idea how to proceed.
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Expert

Re: Intermittent T3 Timeouts and Drops

Been seeing a lot of posts here lately indicating that it's tough to get a tech visit these days due to COVID 19 unless your service is completely out.



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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!