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Losing connection a lot( T3 and T4 errors)

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Losing connection a lot( T3 and T4 errors)

Hello is there any way these connection losses can go away... I tried everything from restarting the modem, tightening the wire on the modem and router also asking the costumer service to send a signal to my modem. Nothing work might be the connection outside i dont know. I leave near the airport but this is too much i lose connect a couple times in a day. Watching lessons and doing my work then no connection for maybe a min to almost an hour. Thanks...

 

Heres the event log on my modem.

 

 Sun Apr 26 17:45:55 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 26 17:53:34 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Sun Apr 26 17:57:54 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Sun Apr 26 17:58:11 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 26 17:58:16 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 26 19:25:48 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Sun Apr 26 19:30:08 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Sun Apr 26 19:30:25 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.0;CM-VER=3.0; 
 Sun Apr 26 19:35:48 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Sun Apr 26 19:40:08 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 28 08:56:30 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 28 09:00:50 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 28 09:01:07 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 28 09:32:40 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 28 09:32:40 2020    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 28 09:32:40 2020    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 28 09:32:40 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 28 09:37:00 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 28 09:37:38 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.0;CM-VER=3.0; 
 Tue Apr 28 10:15:44 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 28 10:20:04 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Fri May 01 10:03:30 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Fri May 01 10:07:50 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Fri May 01 10:08:13 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.0;CM-VER=3.0; 
 Fri May 01 10:08:18 2020    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Fri May 01 10:43:47 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Fri May 01 10:48:07 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
 Fri May 01 10:48:47 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.0;CM-VER=3.0; 
 Fri May 01 10:48:57 2020    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Fri May 01 18:41:28 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:57:ea:74;CMTS-MAC=00:01:5c:86:20:69;CM-QOS=1.1;CM-VER=3.0; 
     

 

Downsteam

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 14 579.0 4.0 40.0 6944 10145
2 Locked QAM256 1 495.0 4.4 40.1 12289 14197
3 Locked QAM256 2 507.0 4.2 35.9 11236 12832
4 Locked QAM256 3 513.0 3.8 40.0 10978 14819
5 Locked QAM256 4 519.0 4.0 40.1 10032 13234
6 Locked QAM256 5 525.0 3.9 40.1 10458 14258
7 Locked QAM256 6 531.0 3.8 40.0 9276 12449
8 Locked QAM256 7 537.0 3.9 40.1 10218 13774
9 Locked QAM256 8 543.0 4.0 40.0 8328 11558
10 Locked QAM256 9 549.0 3.9 40.1 9707 12748
11 Locked QAM256 10 555.0 3.9 40.0 7931 10450
12 Locked QAM256 11 561.0 3.8 39.9 9411 12216
13 Locked QAM256 12 567.0 4.1 40.1 7193 9880
14 Locked QAM256 13 573.0 4.1 40.1 8696 12371
15 Locked QAM256 15 585.0 3.5 39.9 8140 11063
16 Locked QAM256 16 591.0 3.3 39.8 7200 10068
17 Locked QAM256 17 597.0 2.8 41.2 7923 13403
18 Locked QAM256 18 603.0 3.9 41.5 7291 11585
19 Locked QAM256 19 609.0 4.5 41.4 7075 12754
20 Locked QAM256 20 615.0 4.8 41.8 6894 11703
21 Locked QAM256 21 621.0 4.7 41.7 6347 10753
22 Locked QAM256 22 627.0 4.1 41.5 7087 11828
23 Locked QAM256 23 633.0 4.1 41.5 6067 9926
24 Locked QAM256 24 639.0 4.0 41.5 6605 11847
Total             203326 289861

 

Upsteam

   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 3 5120 23.0 45.0
2 Locked ATDMA 1 5120 35.8 44.8
3 Locked ATDMA 2 5120 29.4 45.8
4 Locked ATDMA 4 5120 16.6 45.5
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

 

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Expert

Re: Losing connection a lot( T3 and T4 errors)

The signal stats are o/k but not the error logs. Is this with a WiFi connection ? If so, just for a test, does a computer hardwired directly to the router / gateway device with an ethernet cable have the same problem ?



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New Poster

Re: Losing connection a lot( T3 and T4 errors)

I have my desktop connected directly to the modem. It does the same thing if no wifi, hardwired is also out.  Half of the time restarting the modem does nothing still no connection. Not sure if its the connection outside or its the same for everybody in the neighborhood.

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Expert

Re: Losing connection a lot( T3 and T4 errors)

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm 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 can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: Losing connection a lot( T3 and T4 errors)

Hello, Drianz! Welcome to the Xfinity Forums. With everyone spending so much time at home lately, I totally understand the frustrations of an intermittent connection, not fun at all! 

I'd love to look further into this with you and see what can be done to get you back to a stable connection! 🙂

 Please send me a private message with your first and last name, as well as your service address so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".

 

 


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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