Please Comcast Help - Intermittent connection - T3 and T4 timeouts

[tmspoor]

Hi All. Having issues again (every year at this time of year) with T3 and T4 timeouts. Take a look (I've been saving them for a few days to try to help because it's intermittent).

Status

https://imgur.com/o3l18IS

https://imgur.com/ofaaXHo

https://imgur.com/n6AkYBZ

Error Log

https://imgur.com/nOroSoZ

https://imgur.com/ya1EuTw

I know the levels are high. Like I said, I go through this every year. I've been on chats and on the phone with tech support and I cannot get anywhere. The response from the support that their hands are tied and I should call the modem manufacturer is infuriating. Has anyone had any luck getting a line tech to visit? How did you go about it?

I'm grasping for anything right now. I'm losing my connection multiple times per day, for a few minutes at a time. When it happens I drop off of business video calls and it's affecting my work performance. 

[tmspoor]

In case It helps I’m adding chopped and pasted tables.

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 41 693000000 Hz 12.2 dBmV 38.2 dB 0 0
2 Locked QAM256 29 621000000 Hz 11.8 dBmV 37.8 dB 0 0
3 Locked QAM256 30 627000000 Hz 11.9 dBmV 37.9 dB 0 0
4 Locked QAM256 31 633000000 Hz 11.9 dBmV 37.9 dB 0 0
5 Locked QAM256 32 639000000 Hz 11.4 dBmV 37.7 dB 0 0
6 Locked QAM256 33 645000000 Hz 11.8 dBmV 37.9 dB 0 0
7 Locked QAM256 34 651000000 Hz 11.4 dBmV 37.7 dB 0 0
8 Locked QAM256 35 657000000 Hz 12 dBmV 38 dB 0 0
9 Locked QAM256 36 663000000 Hz 12.1 dBmV 38 dB 0 0
10 Locked QAM256 37 669000000 Hz 11.9 dBmV 38 dB 0 0
11 Locked QAM256 38 675000000 Hz 11.9 dBmV 37.8 dB 0 0
12 Locked QAM256 39 681000000 Hz 11.9 dBmV 38.1 dB 0 0
13 Locked QAM256 40 687000000 Hz 11.8 dBmV 38 dB 0 0
14 Locked QAM256 42 699000000 Hz 12.4 dBmV 38.3 dB 0 0
15 Locked QAM256 43 705000000 Hz 12.2 dBmV 38.3 dB 0 0
16 Locked QAM256 44 711000000 Hz 12.5 dBmV 38.4 dB 0 0



Upstream Bonded Channels (Partial Service)
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 29400000 Hz 41.2 dBmV
2 Not Locked Unknown 1 0 Ksym/sec 35800000 Hz 0.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 41.2 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16600000 Hz 41.3 dBmV

[Tasc22]

Greetings from another customer that goes through this multiple times a year as well. As you have figured out, it's pretty much worthless trying to call in to tech support. Your best bet is to post here, EG will escalate to a comcast rep and then you will spend the next few days/weeks messaging back and forth with them. If you are lucky, it will get resolved eventually - but you will probably never know what was fixed and it will happen again.

Your downstream power looks high. If you do get a tech out or see a line tech on the street, ask them for a forward path attenuator (calculate how many dbs you need to bring it down) to bring those levels down - they usually have them in the truck. Since your upstream power looks good, you may get away with just splitting your modem line (should bring down your downstream, but increase your upstream). EG can give you better info...

[EG]

This may or may not be a solution for you (YMMV), but you could try using one of these on the back of your modem;

https://www.amazon.com/line-Signal-Forward-Attenuator-FPA6-54/dp/B07882H96R

Good luck !

[tmspoor]

Thanks. I ordered an attenuator to see if it helps. I hope it does. At this point I can set my clock by the service disruptions, and I may need to if my computer can't sync the time...

[tmspoor]

It started early today. 

I have a 4 dB attenuator on the line to the cable modem. My values went down but I noticed them creeping up from 6AM until now. I started my T3 and T4 timeouts before 9. It went longer last night than usual. Definitely correlates to the hotter days. I shudder to think what the next 3 or 4 days will bring when we go over 90 with bright sunshine. If I can get any help escalating that would be very appreciated so I can keep working.

2020-6-17, 08:47:32	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 08:46:59	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 08:46:58	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 08:46:32	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 08:46:26	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;

2020-6-17, 07:59:20	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 07:58:51	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 07:58:47	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 07:58:47	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	13	525000000 Hz	7.9 dBmV	39.4 dB	6	0
2	Locked	QAM256	1	447000000 Hz	10.3 dBmV	40.2 dB	0	0
3	Locked	QAM256	2	453000000 Hz	9.7 dBmV	40.1 dB	0	0
4	Locked	QAM256	3	459000000 Hz	9.6 dBmV	40 dB	0	0
5	Locked	QAM256	4	465000000 Hz	9.5 dBmV	40 dB	0	0
6	Locked	QAM256	5	471000000 Hz	9.2 dBmV	39.9 dB	11	22
7	Locked	QAM256	6	477000000 Hz	9 dBmV	39.8 dB	0	0
8	Locked	QAM256	7	483000000 Hz	8.9 dBmV	39.8 dB	30	0
9	Locked	QAM256	8	489000000 Hz	8.6 dBmV	39.7 dB	28	0
10	Locked	QAM256	9	495000000 Hz	8.3 dBmV	39.7 dB	281	833
11	Locked	QAM256	10	507000000 Hz	7.4 dBmV	38.6 dB	31	0
12	Locked	QAM256	11	513000000 Hz	8 dBmV	39.5 dB	260	774
13	Locked	QAM256	12	519000000 Hz	7.2 dBmV	39.2 dB	459	802
14	Locked	QAM256	14	531000000 Hz	7.4 dBmV	39.2 dB	448	746
15	Locked	QAM256	15	537000000 Hz	7.7 dBmV	39.3 dB	369	777
16	Locked	QAM256	16	543000000 Hz	7.7 dBmV	39.2 dB	703	1347

Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 45 dBmV 2 Locked ATDMA 1 5120 Ksym/sec 35800000 Hz 44.9 dBmV 3 Locked ATDMA 2 5120 Ksym/sec 29400000 Hz 45 dBmV 4 Locked ATDMA 4 5120 Ksym/sec 16600000 Hz 44.9 dBmV

[tmspoor]

I went for a run at 11 this morning. I noticed that there was a comcast van down at the corner. It may be a very strange coincidence, but I haven't had a T3 or T4 timeout since 10am. My power levels have not come down, but no problems since then. I'm cautiously optimistic that what they were fixing was my issue.

If it reappears I'll post back here again.

[tmspoor]

I jinxed it. It’s back again after about 8 hours. Same thing.

If anyone can help please do.

Time	Priority	Description
2020-6-17, 23:00:35	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 23:00:03	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 22:25:32	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 22:14:03	Warning (5)	Unicast DSID PSN startup error
2020-6-17, 22:12:52	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
2020-6-17, 22:11:41	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.0;CM-VER=3.0;
2020-6-17, 22:11:40	Warning (5)	B-INIT-RNG Failure - Retries exceeded;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.0;CM-VER=3.0;
2020-6-17, 22:10:09	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.0;CM-VER=3.0;
2020-6-17, 22:10:03	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.0;CM-VER=3.0;
2020-6-17, 22:10:01	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.0;CM-VER=3.0;
2020-6-17, 22:09:13	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.0;CM-VER=3.0;
2020-6-17, 22:08:55	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.0;CM-VER=3.0;
2020-6-17, 22:07:36	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 22:07:18	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 22:07:10	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 22:07:03	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 22:06:44	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 22:06:40	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 22:06:08	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 22:06:08	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 20:35:10	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 20:35:10	Warning (5)	Unicast DSID PSN startup error
2020-6-17, 20:22:31	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
2020-6-17, 20:21:59	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.0;CM-VER=3.0;
2020-6-17, 20:21:51	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 20:21:23	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 20:21:18	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 20:21:12	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 20:21:11	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 20:20:44	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 20:20:39	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 20:05:09	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 20:04:37	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 20:04:05	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 19:34:58	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 19:34:25	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;
2020-6-17, 19:34:09	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:f0:d5:10;CMTS-MAC=2c:0b:e9:15:2c:ea;CM-QOS=1.1;CM-VER=3.0;

[tmspoor]

Hi Everyone. Just a post to say how things are going. I talked to a few of the neighbors and they're all having the same issue. 

So I jumped on a chat this morning with a rep and explained that we're all having issues and it's been going on since the first week of June. Whether the policy just changed or he understood what the problem is, he arranged to have a technician call to discuss the issue and determine how to solve it. It's definitely a step in the right direction and much better than the previous "help" I received. 

I can see that a lot of you out there are having this problem. Either try contacting them again because they've changed their way of handling it, or just keep trying until you get an understanding rep. I'll post on the process and resolution when I get it. Good luck. 

[tmspoor]

In case anyone is following, after service tech visits to my house and all of the neighbors, we're still having issues.

For a few days we went without any noticeable issues. I looked at the logs and we still have some T3 and T4 timeouts, but they didn't cause any disruptions. Then we got some rain for the first time in about 3 weeks. That did it. Since then the problems went way up again for everyone in the neighborhood. Perhaps it's heat and moisture. The expansion of the heat could have broken seal on some components and now moisture can get in. It's a theory.

I'm currently awaiting a new line to be buried to my house. The first person they sent couldn't do it because he didn't have a trencher (has to go under a sidewalk). Service has been MIA since then. The neighbor has a new line with no more service. The other neighbor is awaiting a service call and has been told she needs a new line. 

I've compared outage times with the neighbors. It appears some equipment is more sensitive than others, but we're going out at the same times (within a few seconds).