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T3 Ranging Timeouts multiple times a day

Contributor

T3 Ranging Timeouts multiple times a day

So last February I had some issues, and it turned out to be water in my lines. A tech helped to correct that issue, and things seemed great. The past few weeks though I've been noticing issues with things with small or no buffers like gaming and twitch low latency streaming dropping connection more and more frequently. Then last week it reached a peak point where it's happening multiple times an hour at times.

 

We have had a tech out 3 times now. The first one redid the line from the pole to the drop on the house (2 visits). Things seemed better at first, but now they're back to awful. The tech today redid the line from the drop to the modem. So now we've done the follwoing to isolate this:

 

  • Issue occurs with multiple modems. Netgear CM500 and CM600
  • Replaced the line from the drop to the modem.
  • Repalced the line from the pole to the drop.
  • There are no splitters. The line runs from the pole to the drop, and from the drop to the modem. Nothing else is connected.

At this point I'm at a loss here. Power levels all look good/within tolerances when I check. SNR is on point. I shouldn't be getting T3 timeout errors with read-outs this good. When I check the connection details when the issue is occurring, it all looks okay, and isn't making much sense here.

 

I've attached images of the connection details as well as the error logs. The one that that bothers me is that the time on the error logs is off by 1 hour. I'm not sure if Comcast CMTS uses DST, but I've seen reports of other cable providers both supporting and not, and if this is out of sync with what the server expects, bad things happen during synchronizatons.  I'd need someone from Comcast to confirm how their network setup works, and what timing they'd expect here. As you can see in the logs, this is a metric ton of T3 and MDD timeouts for the power levels I'm seeing.

 

Anyone got any advice here? Anyone from Comcast that can escalate this to the network team? Could there be so much noise from another customer that is drowning out my modem's upstream from seeing something it couldn't raise it's power level to compensate for? Is the node I'm connected to having noise issues? How would I escalate that? Is this date/time setting syncing related on the modem? Why wouldn't I see something to indicate this much noise to cause this many T3 and uncorrectables in my logs? The tech today said I shouldn't get a new modem just yet, especially if it's happening on both my CM500 and CM600.

 

It's super frustrating. I'm paying a lot of money for this service to be stable,fast, and reliable. I'm about to toss in the towel and suffer with AT&T DSL at this rate. No-one seems to be able to get this resolved, and it's making me unable to enjoy my hobbies (online gaming).

 

 

Sept 3 2019 943pm Modem Connection Details.png
Sept 3 2019 943pm Modem Error Logs.png
Contributor

Re: T3 Ranging Timeouts multiple times a day

So the problems stopped around 8:14 AM (7:14 AM in the logs) yesterday. I had a full 24+ hours with no  issues, and then around 30 minutes ago, they were back with a vengance. This is getting out of hand. Is there anyone from Comcast that can tell me if there is a ticket even open for this? Phone support has been zero help. They're just going to try to reset my modem again. We don't have another option for an ISP that offers over 100 speed, which I need for work. Comcast please!

 

 

 

 



Time Priority Description
2019-09-05, 16:42:14 Warning (5) MDD message timeout;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-05, 16:15:53 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-05, 16:14:39 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-05, 16:14:32 Warning (5) MDD message timeout;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-05, 16:14:25 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-04, 07:16:27 Warning (5) MDD message timeout;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-04, 06:18:48 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-04, 06:18:42 Warning (5) MDD message timeout;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-04, 04:51:20 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-04, 04:51:14 Warning (5) MDD message timeout;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-04, 04:51:13 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-04, 04:51:00 Warning (5) MDD message timeout;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-04, 02:03:21 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-04, 02:03:14 Warning (5) MDD message timeout;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-04, 00:36:28 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-04, 00:36:21 Warning (5) MDD message timeout;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-09-03, 23:44:29 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-
Contributor

Re: T3 Ranging Timeouts multiple times a day

The issues are still here. They keep happening, and there is zero feedback from Comcast. At this point I'm at a loss. I'm going to call support again. Looking forward to them uselessly rebooting my modem again. These are T3 errors, they are upstream noise issues, and Comcast doesn't seem interested in fixing it. If I launch any online game, I'm guaranteed to be disconnected, usually at the most critical times. I've had some bad internet issues over the years, but this is by far the worst I've ever experienced. I finally get why Comcast gets a lot of flack from people.

 

For anyone interested in learning about T3 timeout errors, here is a good page about it:

https://pickmymodem.com/cable-modem-t3-and-t4-timeouts-error-messages-and-how-to-fix-them/

 

As listed above we've tried new line from pole to modem, with no splitters, and two modems and the issues are still there. So something is happening downstream, and without any communication or case numbers (the last tech just stopped giving feedback), we're going to have to start the entire support process over again to see if we can finally get a ticket number or something we can track or get feedback on the progress of what they are doing to resolve this.

Official Employee

Re: T3 Ranging Timeouts multiple times a day

Hi Tchin11, thank you for reaching out here on our community forums.   I would like to help review any open tickets and this issue further.   Please send us a private message with your full name to begin.

 

Thank you


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Contributor

Re: T3 Ranging Timeouts multiple times a day

PM sent.

 

The issues stopped happeing on 9/11 after around 6pm, and then this morning are back with an extreme case of resets, and major data loss as a result. At this point I've not even been able to log into these forums, and now your service has bricked my phone during an update. It's impossible for me to do my job at this point.  I now have to ask my wife to find a sub so I can drive to my office to fix my phone, and get my work done. This is completely unacceptable service with the lack of communication with your customer on what you're doing to resolve the issues.

 

 

Sept 17 Ranging Issues.png
Contributor

Re: T3 Ranging Timeouts multiple times a day

So the issue still persist. Someone claiming to be the manager for my area called me, and told me they would be out on Tuesday of last week, and they'd call me. Then I should expect a follow-up on Thursday. Neither of those things happened. I'm still left with the issue, and it's escalating. I'm now getting new errors! Exciting! This is just in the last 24 hours, and this is basically my every day:

 

Time Priority Description
2019-10-08, 08:15:35 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:15:14 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:15:12 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:14:32 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:14:14 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:12:58 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:11:43 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:11:36 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:11:35 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:10:52 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:10:50 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:10:43 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:08:40 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:07:11 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 08:01:21 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 07:59:21 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 07:59:20 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 07:59:12 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 07:59:05 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 04:54:20 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 04:53:49 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 04:49:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 03:52:07 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 02:06:12 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 01:16:34 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 01:16:25 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-08, 01:11:59 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-07, 18:44:23 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-07, 18:44:14 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-07, 18:44:11 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-07, 16:54:41 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-07, 16:54:30 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-07, 13:41:00 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-07, 05:22:18 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-07, 03:57:13 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-07, 03:57:11 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
2019-10-07, 03:57:05 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Warning (5) ToD request sent - No Response received;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f2:88:00;CMTS-MAC=00:01:5c:ab:82:6f;CM-QOS=1.0;CM-VER=3.0;

 

I'm at a complete loss here. 2 techs AND the manager all said to not bother getting another modem at this point, and they want to invstigate the network. I need a resolution here so I'm going to go to the Xfinity store to get a modem. I need to be able to function online again for things with buffers that are under 30 seconds. That's what I'm paying for here.

Contributor

Re: T3 Ranging Timeouts multiple times a day

So I went out and got a new Comcast modem today, and guess what? The issue is STILL here. So now  we're up to 3 modems with the same issue and ZERO SUPPORT FROM COMCAST on fixing the issue.  I think it's 4 or 5 tech visits, many failed promised calls from managers, and just continued "let's reset your modem" support calls. I'm over it. This is the single worst experience I've ever had with internet support in 20 years of dealing with ISPs.

 

The best part? The event logs are blank for the issues when they occur on the new modem. So now I can't actually see what is causign the issues. Unbelivably horrid. Since setting up this new modem I've had over 18k uncorrectables on most channels. A few are sitting at like 8, but this is unacceptable performance.