T3 - T4 Timeouts

[HunterGoneMad]

Constant issues that we have been dealing with for a year plus. Had several techs out last year but they always say it’s good. Just gave up and been dealing with it when it happens but it’s gotten unbearable this past month. Seems to happen both wireless and wired.

Had existing overhead service replaced 2 years ago with underground service. Line extends 2 ft into house and connects directly to the modem (Motorola MG7700). This is the third modem in the past 2 years to eliminate this being a hardware issue. I did notice today that the short cable from the house connecting to the new underground wire is an old wire that wasn’t replaced.

This really seems like an issue at the pole or up the road. Any thought on how to address would be appreciated.

https://imgur.com/a/HX5oeLP

[HunterGoneMad]

images have been posted to oringinal post

[EG]

Was just about to ask you for those !  Since you are a new poster, they would need to be approved by a Forum Admin anyway. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.

[HunterGoneMad]

I had never seen 16 consecutive T3 timeouts reported at one time.  It's the fifth from the bottom of pic 2.  

[EG]

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 !

[HunterGoneMad]

Awesome.   Thanks for escalating it.  

[EG]

Quite welcome !

[HunterGoneMad]

I was able to call and get a tech to come out this morning. His name was Jim and he was fantastic. I felt he went above and beyond to diagnose as well as explain everything. He was able to record the t3/t4 issues live and shared the information. They are sending a crew to search the lines and make repairs. Agreed that the issue is not on our property. Data showed several issues starting a few hundred feet from our connection. Hopefully the next group will be as good as Jim and be able to fix the issues. Just going to wait patiently. Could be up to 14 days before the work is started. I did find it odd that odd that there wouldn’t be any communication with the next crew. I.e when the next step starts, and if it was resolved.

[EG]

Thanks for the feedback. I'm going to cancel the escalation here. 

Their S.O.P. is that the maintenance techs never interface with the customers. Good luck with it ! Please post back with how things turn out.