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jmil1
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Saturday, February 20th, 2021 10:00 AM

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T3 & T4 Timeouts - Near Constant Disconnects

Two technicians have been to the property to attempt to fix the issue but have were unsuccesful. I would like to escalate to the advanced fix team but have been unable to do so.

 

I am experiencing frequent disconnects rendering my home network useless for long extended periods of time. Here is the most recent router event log: 

 

TimePriorityDescription
2021-02-20, 12:40:31Warning (5)MDD message timeout;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:40:13Warning (5)Dynamic Range Window violation
2021-02-20, 12:39:58Notice (6)Honoring MDD; IP provisioning mode = IPv6
2021-02-20, 12:39:48Critical (3)SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:39:39Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:39:23Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:39:22Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:38:57Warning (5)MDD message timeout;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:38:55Critical (3)SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:37:51Warning (5)MDD message timeout;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:36:58Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:36:57Warning (5)MDD message timeout;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:36:51Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:36:49Warning (5)MDD message timeout;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:36:43Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:36:41Warning (5)MDD message timeout;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:36:40Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:36:39Warning (5)MDD message timeout;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:36:37Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:36:20Critical (3)SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:29:57Warning (5)MDD message timeout;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:24:13Warning (5)Dynamic Range Window violation
2021-02-20, 12:23:59Notice (6)Honoring MDD; IP provisioning mode = IPv6
2021-02-20, 12:23:43Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:23:38Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:23:37Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:23:32Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:23:32Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:23:24Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:23:23Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:23:20Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:23:16Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:23:06Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:23:03Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:23:02Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:23:00Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:22:46Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:22:44Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:22:30Warning (5)MDD message timeout;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;
2021-02-20, 12:22:30Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=bc:a5:11:d5:f7:44;CMTS-MAC=58:97:bd:2d:f5:5b;CM-QOS=1.1;CM-VER=3.1;

 

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectabables
1LockedQAM25633597000000 Hz6.6 dBmV41.6 dB13641359
2Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
3Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
4Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
5Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
6Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
7Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
8Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
9Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
10Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
11Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
12Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
13Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
14Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
15Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
16Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
17Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
18Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
19Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
20Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
21Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
22Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
23Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
24Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
25Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
26Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
27Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
28Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
29Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
30Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
31Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB00

 

 

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 Ksym/sec24400000 Hz38.5 dBmV
2LockedATDMA15120 Ksym/sec18000000 Hz38.0 dBmV
3LockedATDMA35120 Ksym/sec30800000 Hz38.5 dBmV
4LockedATDMA45120 Ksym/sec37200000 Hz38.5 dBmV
5LockedATDMA51280 Ksym/sec41200000 Hz36.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0 dBmV

 

 

Question

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Updated 

4 years ago

217

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CCAndrew

Gold Problem Solver

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25.9K Messages

4 years ago

What did the techs do? You have one downstream channel... is it your modem or theirs? Can you hook the modem up at your point of entry, before any splitters and compare?

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jmil1

New Poster

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3 Messages

4 years ago

@CCAndrew 

The modem/router is a Netgear C7800 purchased last August. Currently hooked up directly to the line coming from the outdoor box with no splitters. Had 0 network issues for the first 4 months of being in this home, but have been plagued with issues since.

 

Technician 1 came to the house and inspected the current setup and ruled out the possibility of splitters causing an issue. Confirmed that their were no issues with the router setup, and replaced the line from the box to the house "just in case".

 

Technician 2 came to the house and did the same inspection as Technician 1 and came to the same conclusion. He replaced the coax cable from the wall to the cable box in the living room claiming that it could be causing signal interference. I will note that we have had 0 issues with T.V. services. He said he checked for errors at the box on the street and found nothing.

 

Neither commented on the issues I was seeing the in the event logs I posted above. 

 

Updating these tables in the brief moment the network is back:

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectabables
1LockedQAM25637621000000 Hz6.8 dBmV40.9 dB7361068
2LockedQAM25613471000000 Hz6.1 dBmV41.8 dB40914860
3LockedQAM25614477000000 Hz6.1 dBmV41.7 dB41785090
4LockedQAM25615483000000 Hz6.2 dBmV42.3 dB39035213
5LockedQAM25616489000000 Hz6.2 dBmV42.1 dB43695631
6LockedQAM25617495000000 Hz6.4 dBmV42.0 dB47605720
7LockedQAM25618507000000 Hz6.6 dBmV42.2 dB51706276
8LockedQAM25619513000000 Hz6.6 dBmV42.0 dB53756894
9LockedQAM25620519000000 Hz6.7 dBmV41.2 dB56157115
10LockedQAM25621525000000 Hz6.7 dBmV42.1 dB60407521
11LockedQAM25622531000000 Hz6.7 dBmV42.0 dB54667672
12LockedQAM25623537000000 Hz6.8 dBmV41.1 dB58317908
13LockedQAM25624543000000 Hz6.8 dBmV42.1 dB57918339
14LockedQAM25625549000000 Hz6.9 dBmV41.0 dB59187387
15LockedQAM25626555000000 Hz7.0 dBmV41.4 dB58948514
16LockedQAM25627561000000 Hz7.2 dBmV41.6 dB67659432
17LockedQAM25628567000000 Hz7.2 dBmV41.2 dB67829472
18LockedQAM25629573000000 Hz7.2 dBmV41.6 dB737010226
19LockedQAM25630579000000 Hz7.2 dBmV41.6 dB747910346
20LockedQAM25631585000000 Hz7.2 dBmV41.6 dB734310597
21LockedQAM25632591000000 Hz7.2 dBmV41.0 dB776310977
22LockedQAM25633597000000 Hz7.2 dBmV41.4 dB71989950
23LockedQAM25634603000000 Hz7.4 dBmV41.2 dB74259701
24LockedQAM25635609000000 Hz7.1 dBmV39.6 dB74429980
25Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
26Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
27Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
28Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
29Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
30Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
31Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB00

 

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA35120 Ksym/sec30800000 Hz38.5 dBmV
2LockedATDMA15120 Ksym/sec18000000 Hz38.5 dBmV
3LockedATDMA25120 Ksym/sec24400000 Hz39.0 dBmV
4LockedATDMA45120 Ksym/sec37200000 Hz39.0 dBmV
5LockedATDMA51280 Ksym/sec41200000 Hz36.5 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0 dBmV

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CCAndrew

Gold Problem Solver

 • 

25.9K Messages

4 years ago

Is your tv service X1? I ask because it uses the some of the same docsis channels that your modem does and would’ve had issues. Have you tried a different modem? Out of 4 possibilities, the techs have covered 2, leaving equipment and maintenance to see if connections are dropping.

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jmil1

New Poster

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3 Messages

4 years ago

@CC 

 

TV service is indeed X1. 

 

I have not tried a 2nd modem but I am hesitant to believe it is the root of the problem with the above mentioned errors and seeing the solutions to others who have experienced similar issues.

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CCAndrew

Gold Problem Solver

 • 

25.9K Messages

4 years ago

Ultimately, it’s up to you but swapping the modem is part of troubleshooting, even if it’s the Comcast gateway for a week or so to eliminate the possibility

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