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Multiple drops in Service - Lots of T3 and T4 Timeouts

gclubhouse
Regular Visitor

Multiple drops in Service - Lots of T3 and T4 Timeouts

I am pretty much at my wits end here. 

 

Our internet drops at least several times DAILY. These internet drops always come with some sort of t3 or t4 error in the event log. Signals looks fine, we have had techs out in the past that have said everything is fine, ran new cables, but the problem has been persistent for so long now. 

 

Date Time Event ID Event Level Description
6/8/2020 9:22 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/8/2020 9:23 82000300 3 Ranging Request Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/8/2020 9:23 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/8/2020 9:23 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/8/2020 9:23 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/8/2020 9:24 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/8/2020 9:42 82000300 3 Ranging Request Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/8/2020 9:42 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/8/2020 10:24 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/8/2020 16:50 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 18:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/8/2020 19:34 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/8/2020 22:37 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/8/2020 23:18 82001200 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 13:15 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 16:28 82000300 3 Ranging Request Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 16:28 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 16:29 82000300 3 Ranging Request Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 16:29 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 16:29 82000300 3 Ranging Request Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 16:29 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 16:29 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 16:37 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 16:37 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 16:38 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 18:33 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 18:33 82001200 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 20:00 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 21:01 82000300 3 Ranging Request Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 21:01 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 9:15 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 9:15 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 9:15 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 9:15 82000300 3 Ranging Request Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 9:15 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 9:15 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 9:19 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 9:20 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 9:43 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 11:28 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 13:14 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 13:15 82000300 3 Ranging Request Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 13:15 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 13:15 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 13:15 82000300 3 Ranging Request Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 13:15 82000600 3 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 13:15 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 13:19 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 13:20 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 13:44 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:1d:c7:0c;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
EG
Expert

Re: Multiple drops in Service - Lots of T3 and T4 Timeouts

We need to see the signal status numbers as well. Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers as well.



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gclubhouse
Regular Visitor

Re: Multiple drops in Service - Lots of T3 and T4 Timeouts

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 5 549.00 MHz 1.90 dBmV 37.36 dB 256QAM 95613104 1671 11648
Downstream 2 2 531.00 MHz 1.80 dBmV 37.64 dB 256QAM 3539448 2036 12271
Downstream 3 3 537.00 MHz 2.30 dBmV 37.64 dB 256QAM 3535276 1544 12453
Downstream 4 4 543.00 MHz 2.20 dBmV 37.36 dB 256QAM 3408802 2053 13393
Downstream 5 6 555.00 MHz 2.00 dBmV 37.36 dB 256QAM 3320138 1577 11437
Downstream 6 7 561.00 MHz 1.60 dBmV 37.64 dB 256QAM 3343805 2420 10802
Downstream 7 8 567.00 MHz 1.70 dBmV 37.64 dB 256QAM 3598967 1564 10310
Downstream 8 9 573.00 MHz 2.10 dBmV 37.64 dB 256QAM 91688796 2220 11956
Downstream 9 10 579.00 MHz 1.70 dBmV 37.64 dB 256QAM 2618055 1339 9402
Downstream 10 11 585.00 MHz 1.80 dBmV 37.36 dB 256QAM 2653731 1509 11554
Downstream 11 12 591.00 MHz 2.10 dBmV 37.36 dB 256QAM 2843073 1932 12306
Downstream 12 13 597.00 MHz 2.00 dBmV 37.36 dB 256QAM 1852919 2483 11513
Downstream 13 14 603.00 MHz 1.70 dBmV 37.64 dB 256QAM 2604829 1713 10840
Downstream 14 15 609.00 MHz 2.00 dBmV 37.36 dB 256QAM 2509822 1872 12465
Downstream 15 16 615.00 MHz 1.80 dBmV 37.64 dB 256QAM 2404259 2171 10715
Downstream 16 17 621.00 MHz 2.00 dBmV 37.64 dB 256QAM 2531845 1505 10288
Downstream 17 18 627.00 MHz 1.90 dBmV 37.36 dB 256QAM 5821019 1593 11687
Downstream 18 19 633.00 MHz 1.60 dBmV 37.64 dB 256QAM 5888231 2197 11270
Downstream 19 20 639.00 MHz 1.30 dBmV 37.36 dB 256QAM 5453825 1804 11132
Downstream 20 21 645.00 MHz 2.10 dBmV 37.36 dB 256QAM 184009945 1527 10813
Downstream 21 22 651.00 MHz 2.20 dBmV 37.64 dB 256QAM 5373550 1607 10660
Downstream 22 23 657.00 MHz 2.50 dBmV 37.64 dB 256QAM 5780615 1817 11465
Downstream 23 24 663.00 MHz 2.10 dBmV 37.64 dB 256QAM 11021317 1381 9464
Downstream 24 25 669.00 MHz 1.40 dBmV 37.64 dB 256QAM 2437142 1712 13071
Downstream 25 26 675.00 MHz 1.40 dBmV 37.36 dB 256QAM 6853876 1661 10138
Downstream 26 27 681.00 MHz 1.80 dBmV 37.64 dB 256QAM 7379121 1878 8586
Downstream 27 28 687.00 MHz 1.80 dBmV 37.36 dB 256QAM 6883213 1873 10313
Downstream 28 29 693.00 MHz 2.30 dBmV 37.36 dB 256QAM 2648668 1225 9533
Downstream 29 30 699.00 MHz 2.20 dBmV 37.36 dB 256QAM 7806509 1331 9753
Downstream 30 31 705.00 MHz 2.10 dBmV 37.36 dB 256QAM 7552983 2018 13392
Downstream 31 32 711.00 MHz 2.40 dBmV 37.64 dB 256QAM 6992523 1338 8474

 

 

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 3 23.00 MHz 33.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 16.60 MHz 33.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 2 29.40 MHz 33.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 1 35.80 MHz 33.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
EG
Expert

Re: Multiple drops in Service - Lots of T3 and T4 Timeouts

The signal stats are good 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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gclubhouse
Regular Visitor

Re: Multiple drops in Service - Lots of T3 and T4 Timeouts

Awesome - Thank you

ComcastMichael
Official Employee

Re: Multiple drops in Service - Lots of T3 and T4 Timeouts

Greetings, @gclubhouse! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issues you are having with your internet dropping out. I work from home myself and certainly understand the need for a reliable connection. I would like to have a closer look at this and see what we can do to get this resolved for you. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


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