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Lose Connection Frequently

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Lose Connection Frequently

Service disconnects several times a day. Here is my event log. Several T3 and T4 timeout errors. Thank you in advance. 

Wed Apr 08 10:38:04 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.0;CM-VER=3.0; 
 Wed Apr 08 10:38:33 2020    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Wed Apr 08 10:47:33 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 10:51:53 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 10:52:43 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.0;CM-VER=3.0; 
 Wed Apr 08 10:53:18 2020    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Wed Apr 08 14:23:19 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 14:23:19 2020    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 14:23:19 2020    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 14:23:46 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 14:28:06 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 14:28:29 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.0;CM-VER=3.0; 
 Wed Apr 08 14:28:41 2020    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Wed Apr 08 14:39:35 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 14:43:55 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 14:44:39 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.0;CM-VER=3.0; 
 Wed Apr 08 14:45:25 2020    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Wed Apr 08 15:15:50 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 15:15:50 2020    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 15:15:50 2020    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 15:16:09 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 15:16:09 2020    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 15:16:09 2020    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 15:16:27 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 15:20:47 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 15:21:45 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.0;CM-VER=3.0; 
 Wed Apr 08 15:22:14 2020    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Wed Apr 08 15:35:04 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 15:39:24 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 15:39:48 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.0;CM-VER=3.0; 
 Wed Apr 08 15:39:59 2020    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Wed Apr 08 16:17:03 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 16:17:03 2020    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 16:17:03 2020    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 16:17:33 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 16:17:33 2020    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 16:17:33 2020    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 16:21:51 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 16:22:29 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.0;CM-VER=3.0; 
 Wed Apr 08 16:22:47 2020    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
Downstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 9 573.0 2.5 39.6 635 904
2 Locked QAM256 38 471.0 1.4 38.5 370 250
3 Locked QAM256 39 477.0 1.6 39.2 315 219
4 Locked QAM256 40 483.0 2.0 39.2 402 177
5 Locked QAM256 41 489.0 2.1 39.2 404 227
6 Not Locked Unknown 0 495.0 0.0 0.0 33 0
7 Locked QAM256 34 507.0 2.9 36.2 364 226
8 Locked QAM256 35 513.0 2.8 39.5 351 207
9 Locked QAM256 36 519.0 2.8 39.5 380 241
10 Locked QAM256 1 525.0 2.7 39.4 389 202
11 Locked QAM256 2 531.0 2.5 39.4 413 183
12 Locked QAM256 3 537.0 2.4 39.4 333 160
13 Locked QAM256 4 543.0 2.1 39.3 399 183
14 Locked QAM256 5 549.0 2.2 39.4 389 178
15 Locked QAM256 6 555.0 2.5 39.5 387 244
16 Locked QAM256 7 561.0 2.5 39.5 415 158
17 Locked QAM256 8 567.0 2.8 40.3 465 575
18 Locked QAM256 10 579.0 2.8 40.2 521 580
19 Locked QAM256 11 585.0 2.7 40.4 409 501
20 Locked QAM256 12 591.0 2.5 40.3 483 501
21 Locked QAM256 13 597.0 2.3 40.3 430 466
22 Locked QAM256 14 603.0 1.9 40.3 443 461
23 Locked QAM256 15 609.0 1.9 40.2 370 498
24 Locked QAM256 16 615.0 2.2 40.6 359 461
Total             9459 7802
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Re: Lose Connection Frequently

Here is my upstream and downstream channels and snr.  Seems these are needed according to other posts. According to Motorola all the power levels and snr are within their parameters at this reading. Something wrong with the line coming in that it is so erratic it cuts out 7 or 8 times a day? 

Downstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 9 573.0 2.4 39.5 647 904
2 Locked QAM256 38 471.0 1.3 38.4 401 250
3 Locked QAM256 39 477.0 1.5 39.0 327 243
4 Locked QAM256 40 483.0 1.8 38.9 438 177
5 Locked QAM256 41 489.0 2.0 39.0 436 227
6 Not Locked Unknown 0 495.0 0.0 0.0 33 0
7 Locked QAM256 34 507.0 2.8 36.1 396 226
8 Locked QAM256 35 513.0 2.6 39.3 383 207
9 Locked QAM256 36 519.0 2.6 39.4 407 255
10 Locked QAM256 1 525.0 2.5 39.4 404 202
11 Locked QAM256 2 531.0 2.4 39.3 453 183
12 Locked QAM256 3 537.0 2.4 39.4 367 160
13 Locked QAM256 4 543.0 2.1 39.3 426 183
14 Locked QAM256 5 549.0 2.1 39.3 402 204
15 Locked QAM256 6 555.0 2.4 39.4 414 259
16 Locked QAM256 7 561.0 2.4 39.4 450 163
17 Locked QAM256 8 567.0 2.7 40.2 479 616
18 Locked QAM256 10 579.0 2.7 40.2 544 613
19 Locked QAM256 11 585.0 2.7 40.1 421 541
20 Locked QAM256 12 591.0 2.4 40.3 502 536
21 Locked QAM256 13 597.0 2.2 40.2 444 500
22 Locked QAM256 14 603.0 2.0 40.2 460 500
23 Locked QAM256 15 609.0 1.9 40.5 387 537
24 Locked QAM256 16 615.0 2.2 40.4 374 496
Total             9995 8182



   Upstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 1 5120 35.8 41.0
2 Locked ATDMA 2 5120 29.4 41.8
3 Locked ATDMA 3 5120 23.0 41.3
4 Locked ATDMA 4 5120 16.6 42.0
5 Not Locked Unknown 0 0 0 0.0
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0

 

 

Highlighted
New Poster

Re: Lose Connection Frequently

This happened while submitting my last post. Connection lost again.

Wed Apr 08 19:38:49 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 19:38:49 2020    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 19:38:49 2020    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 19:39:31 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 19:39:31 2020    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 19:39:31 2020    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 08 19:39:34 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:63:26:29;CMTS-MAC=00:01:5c:b3:3e:66;CM-QOS=1.1;CM-VER=3.0; 
Highlighted
Expert

Re: Lose Connection Frequently

Something is going on at this frequency range / two channels. Channel 6 should be locked, and on channel 7, the SNR is low. Noise ingressing into the line somewhere can cause that. Try power-cycling the modem a few times and see if it will lock on to different (perhaps cleaner) channels.

 

6 Not Locked Unknown 0 495.0 0.0 0.0 33 0
7 Locked QAM256 34 507.0 2.8 36.1 396 226


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Re: Lose Connection Frequently

Thank you for your response. We tried several times restarting the comcast modem and had comcast customer service restart it as well. We purchased a new Motorola MT7711 and have had comcast service restart it and have restarted it at the instruction of Motorola as well. No changes. Same T3 and T4 errors. Lost service maybe 10 times yesterday. Twice already today. Oddly enough it is mostly during the day. Mostly. We still lose service at night but not as often.

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Re: Lose Connection Frequently

EG, Thank you for your response. After several requests comcast is sending a tech to our home tomorrow 4-10-2020. I really appreciate your help.

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Expert

Re: Lose Connection Frequently

Good luck with it ! Feel free to show this thread to the tech. Please post back with how it goes.



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!