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Intermittent connectivity and speed problems for last two weeks - T3 timeouts

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Frequent Visitor

Intermittent connectivity and speed problems for last two weeks - T3 timeouts

I'll go from 350mbps down and 12mbps up to completely nothing or speeds that are extraordinarily slow.  These interruptions are happening several times a day even with minimal household usage.  Please see the router stats and event logs below - I'm using an Arris SB6190 and Google Wifi mesh with three spots.  Any help would be appreciated.

Time Priority Description
Sat Jun 27 18:54:12 2020 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Sat Jun 27 21:51:06 2020 5 RCS Partial Service;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 28 13:51:15 2020 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 29 08:47:20 2020 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 29 08:58:24 2020 5 RCS Partial Service;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 29 11:23:35 2020 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 29 11:35:13 2020 5 RCS Partial Service;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 29 11:35:13 2020 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 29 11:52:59 2020 5 RCS Partial Service;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 29 14:32:46 2020 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 29 21:19:34 2020 5 RCS Partial Service;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 30 08:33:15 2020 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 30 11:05:26 2020 6 TLV-11 - unrecognized OID;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 30 11:29:44 2020 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 30 11:30:28 2020 3 Ranging Request Retries exhausted;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 30 11:30:28 2020 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 30 11:30:52 2020 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 30 13:13:36 2020 5 RCS Partial Service;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 30 13:19:42 2020 6 TLV-11 - unrecognized OID;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 30 13:47:07 2020 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:39:a0:65;CMTS-MAC=00:01:5c:96:30:6b;CM-QOS=1.1;CM-VER=3.0;

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 5 453.00 MHz 5.10 dBmV 38.61 dB 0 0
2 Locked 256QAM 6 459.00 MHz 4.80 dBmV 38.98 dB 0 0
3 Locked 256QAM 7 465.00 MHz 4.90 dBmV 38.61 dB 10 0
4 Locked 256QAM 8 471.00 MHz 4.70 dBmV 38.61 dB 14 0
5 Locked 256QAM 9 477.00 MHz 4.20 dBmV 38.61 dB 0 0
6 Locked 256QAM 10 483.00 MHz 3.70 dBmV 38.61 dB 0 0
7 Locked 256QAM 11 489.00 MHz 3.40 dBmV 38.61 dB 16 0
8 Locked 256QAM 12 495.00 MHz 3.70 dBmV 38.61 dB 14 0
9 Locked 256QAM 13 519.00 MHz 3.50 dBmV 38.98 dB 25 0
10 Locked 256QAM 14 525.00 MHz 3.00 dBmV 38.98 dB 15 0
11 Locked 256QAM 15 531.00 MHz 2.70 dBmV 38.61 dB 8 0
12 Locked 256QAM 16 537.00 MHz 2.60 dBmV 37.64 dB 5 0
13 Locked 256QAM 17 543.00 MHz 2.90 dBmV 38.61 dB 7 0
14 Locked 256QAM 18 549.00 MHz 2.60 dBmV 37.64 dB 0 0
15 Locked 256QAM 19 555.00 MHz 2.60 dBmV 38.61 dB 0 0
16 Locked 256QAM 20 561.00 MHz 3.00 dBmV 38.98 dB 14 0
17 Locked 256QAM 21 567.00 MHz 2.60 dBmV 37.64 dB 10 0
18 Locked 256QAM 22 573.00 MHz 2.90 dBmV 38.98 dB 22 0
19 Locked 256QAM 23 579.00 MHz 1.50 dBmV 38.61 dB 11 0
20 Locked 256QAM 24 585.00 MHz 2.10 dBmV 38.61 dB 0 0
21 Locked 256QAM 25 591.00 MHz 2.20 dBmV 38.61 dB 0 0
22 Locked 256QAM 26 597.00 MHz 1.90 dBmV 38.61 dB 0 0
23 Locked 256QAM 27 603.00 MHz 2.10 dBmV 37.64 dB 0 0
24 Locked 256QAM 28 609.00 MHz 2.20 dBmV 38.61 dB 0 0
25 Locked 256QAM 29 615.00 MHz 2.20 dBmV 38.20 dB 0 0
26 Locked 256QAM 30 621.00 MHz 1.90 dBmV 37.90 dB 0 0
27 Locked 256QAM 31 627.00 MHz 1.20 dBmV 38.20 dB 0 0
28 Locked 256QAM 32 633.00 MHz 1.50 dBmV 37.90 dB 0 0
29 Locked 256QAM 34 639.00 MHz 1.80 dBmV 38.20 dB 0 0
30 Locked 256QAM 35 645.00 MHz 1.20 dBmV 38.20 dB 0 0
31 Locked 256QAM 36 651.00 MHz 1.50 dBmV 38.20 dB 13 0
32 Locked 256QAM 37 657.00 MHz 1.60 dBmV 38.20 dB 19 0

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 kSym/s 23.70 MHz 39.75 dBmV
2 Locked ATDMA 6 5120 kSym/s 36.50 MHz 40.75 dBmV
3 Locked ATDMA 5 5120 kSym/s 30.10 MHz 40.25 dBmV
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Expert

Re: Intermittent connectivity and speed problems for last two weeks

For a test, does a computer hardwired directly to the 6190 modem have the same problem ? 



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Frequent Visitor

Re: Intermittent connectivity and speed problems for last two weeks

I honestly don't know.  The modem and router reside in a place where I can't sit and do work waiting for the phenomenon to occur.  The drop-line from the street should be good, a tech replaced it 1.5 years ago because a squirrel chewed through it.  No splitters, only one in-line connector because previous home owner didn't have a single piece of coax long enough to reach.

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Expert

Re: Intermittent connectivity and speed problems for last two weeks

Please try that test.



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Frequent Visitor

Re: Intermittent connectivity and speed problems for last two weeks

Tested.  When connected via ethernet directly to modem I get 25 down and 2 up.

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Frequent Visitor

Re: Intermittent connectivity and speed problems for last two weeks

Just ran the test again and got 339 down and 12 up.  Its all over the place.

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Expert

Re: Intermittent connectivity and speed problems for last two weeks

O/k thanks. That points to it being a problem with the Comcast system / connection quality.

 

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

 

 



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Official Employee

Re: Intermittent connectivity and speed problems for last two weeks - T3 timeouts

Hi Oscar8281, let's hunt down the root cause of the problem so that we can get your signals and speeds back up to par. To get started could you please send me a private message with your full name and street address by clicking on my name (ComcastAmir) and then click "Send a message"?


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Frequent Visitor

Re: Intermittent connectivity and speed problems for last two weeks - T3 timeouts

Thanks.  I sent you a message.

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Frequent Visitor

Re: Intermittent connectivity and speed problems for last two weeks - T3 timeouts

Just wanted to check in - I haven't heard anything.  Thank you.

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Frequent Visitor

Re: Intermittent connectivity and speed problems for last two weeks - T3 timeouts

Still no resolution from Xfinity.  Here are the latest values from my modem:

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 5 453.00 MHz 5.30 dBmV 38.98 dB 1387 2580
2 Locked 256QAM 1 429.00 MHz 5.90 dBmV 38.98 dB 1676 4549
3 Locked 256QAM 2 435.00 MHz 5.80 dBmV 38.98 dB 1803 3331
4 Locked 256QAM 3 441.00 MHz 5.80 dBmV 38.61 dB 1559 4628
5 Locked 256QAM 4 447.00 MHz 5.40 dBmV 38.98 dB 1141 565
6 Locked 256QAM 6 459.00 MHz 4.80 dBmV 38.61 dB 1011 564
7 Locked 256QAM 7 465.00 MHz 5.00 dBmV 38.98 dB 1639 2475
8 Locked 256QAM 8 471.00 MHz 4.90 dBmV 38.61 dB 1095 1439
9 Locked 256QAM 9 477.00 MHz 4.60 dBmV 38.61 dB 1074 1339
10 Locked 256QAM 10 483.00 MHz 4.00 dBmV 38.98 dB 1180 1178
11 Locked 256QAM 11 489.00 MHz 3.30 dBmV 38.61 dB 1205 1305
12 Locked 256QAM 12 495.00 MHz 3.70 dBmV 38.98 dB 885 398
13 Locked 256QAM 13 519.00 MHz 3.30 dBmV 38.61 dB 945 1019
14 Locked 256QAM 14 525.00 MHz 3.10 dBmV 38.61 dB 779 1196
15 Locked 256QAM 15 531.00 MHz 2.60 dBmV 38.61 dB 960 1193
16 Locked 256QAM 16 537.00 MHz 2.20 dBmV 37.64 dB 854 146
17 Locked 256QAM 17 543.00 MHz 2.50 dBmV 38.61 dB 887 1109
18 Locked 256QAM 18 549.00 MHz 2.30 dBmV 37.64 dB 637 71
19 Locked 256QAM 19 555.00 MHz 2.60 dBmV 38.98 dB 749 1233
20 Locked 256QAM 20 561.00 MHz 2.80 dBmV 38.61 dB 1087 1931
21 Locked 256QAM 21 567.00 MHz 2.50 dBmV 38.61 dB 652 1197
22 Locked 256QAM 22 573.00 MHz 3.00 dBmV 38.61 dB 559 215
23 Locked 256QAM 23 579.00 MHz 1.30 dBmV 38.61 dB 651 77
24 Locked 256QAM 24 585.00 MHz 1.80 dBmV 38.61 dB 553 144
25 Locked 256QAM 25 591.00 MHz 2.00 dBmV 38.20 dB 587 1196
26 Locked 256QAM 26 597.00 MHz 1.80 dBmV 38.20 dB 537 1935
27 Locked 256QAM 27 603.00 MHz 2.30 dBmV 38.60 dB 618 1878
28 Locked 256QAM 28 609.00 MHz 1.70 dBmV 38.60 dB 665 1734
29 Locked 256QAM 29 615.00 MHz 2.00 dBmV 38.20 dB 619 2249
30 Locked 256QAM 30 621.00 MHz 1.70 dBmV 38.20 dB 474 1109
31 Locked 256QAM 31 627.00 MHz 0.80 dBmV 38.20 dB 681 1083
32 Locked 256QAM 32 633.00 MHz 1.20 dBmV 38.20 dB 573 360

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 kSym/s 23.70 MHz 42.75 dBmV
2 Locked ATDMA 6 5120 kSym/s 36.50 MHz 42.50 dBmV
3 Locked ATDMA 5 5120 kSym/s 30.10 MHz 43.50 dBmV

 

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Frequent Visitor

Re: Intermittent connectivity and speed problems for last two weeks - T3 timeouts

I replied to Amir with all of the information that was requested.  I haven't received a response from Amir or from Xfinity customer support after chatting with an agent online.  This lack of customer support is unacceptable.  

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Expert

Re: Intermittent connectivity and speed problems for last two weeks - T3 timeouts


@Oscar8281 wrote:

I replied to Amir with all of the information that was requested.  I haven't received a response from Amir or from Xfinity customer support after chatting with an agent online.  This lack of customer support is unacceptable.  


I'll re-escalate this.



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Frequent Visitor

Re: Intermittent connectivity and speed problems for last two weeks - T3 timeouts

The Comcast employee is suggesting that the problem is that my modem isn't getting enough airflow.  When I challenged that notion and asked what the SNR data was, his response was:

 

"It's minor noise in the line coming from the node, it looks like about 10 homes are impacted by this currently but with my experience with this issue it wouldn't be enough noise to cause timeouts like you're seeing. What I can do is send another signal to the modem to clear up the problem and if the issue persist then we can schedule a tech to come out to take a look on site. How does that sound?"
 
If 10 homes are being affected by the same noise coming from a node, that seems to rule out a problem with my modem.  It sounds more like Comcast is avoiding addressing the node issue on their end.  Thoughts?
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Official Employee

Re: Intermittent connectivity and speed problems for last two weeks - T3 timeouts

I understand where you're coming from and I apologize for being so vague in my response. You have noise in the line which on my end it is showing the noise is impacting 10 homes. I do not believe the noise is causing your timeout problem because the SNR is still within spec. Think of it like a car, you may be low on gasoline but being low won't cause your car not to start or perform differently. Now if you were out of gas then that would cause the car to stall or not start. So yes you would need this issue repaired but this problem would not cause your poor speeds or disconnects. 

 

I sent a signal to your equipment try clear up any data blockages or noise in the line. Please test your connection for the next hour and let me know if anything changes on your end. If so we can get a tech back out to take a look. 


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