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T3 and T4 timeouts every couple of minutes - I am hoping someone can help

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Regular Visitor

T3 and T4 timeouts every couple of minutes - I am hoping someone can help

I am nearing my limits, I am hoping someone can help me.

My internet has been dropping out every 5~10 mins, with sporadic speeds in between (I pay for 100, I get speeds anywhere from 25~125 within the span of a couple minutes)

 

I contacted csutomer supoort many times over the past 3 weeks, I even got a tech sent out, who told me my router was the issue, even though the issue still happens when I plug in directly to my modem (I use my own modem and router).

 

I use a CM1100 modem, the log shows T3 and T4 timeouts, which I believe are related to this issue.

Customer support is refusing to help me, saying its my equipment, which I am doubtful of. I am hoping someone is familair with this issue and can help

 

Other things Ive done:

Factory rest modem and router

I only have interent, but there was a splitter at the wall which I tried removing and plugging in directly

 

Log and other modem info shown below

 

TimePriorityDescription
2020-11-14, 10:05:29Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-
2020-11-14, 10:05:25Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 10:05:14Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 10:03:05Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 10:02:14Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-
2020-11-14, 10:01:51Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 10:01:44Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-
2020-11-14, 10:01:22Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 10:01:14Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:59:47Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-
2020-11-14, 09:59:41Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:59:31Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-
2020-11-14, 09:59:15Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:58:40Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:58:38Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:57:28Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:57:19Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:55:31Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:54:55Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:54:48Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:54:47Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:53:50Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:52:23Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-
2020-11-14, 09:52:23Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:52:17Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:51:12Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-
2020-11-14, 09:50:44Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:50:23Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-
2020-11-14, 09:50:02Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:50:00Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-
2020-11-14, 09:49:47Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:49:45Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:49:03Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:48:31Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-
2020-11-14, 09:47:30Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:47:25Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-
2020-11-14, 09:46:56Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:46:53Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-
2020-11-14, 09:46:29Warning (5)MDD message timeout;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-VER=3.1;
2020-11-14, 09:46:23Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:ac:45:c0;CMTS-MAC=00:01:5c:86:e8:48;CM-QOS=1.1;CM-

 

Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>

ProcedureStatusComment
Acquire Downstream Channel399000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeHonor MDDIPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

ChannelLock StatusModulationChannel IDFrequencyPowerSNR / MERUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1LockedQAM25642399000000 Hz6.4 dBmV42.6 dB20039947052183437621579
2LockedQAM2561453000000 Hz5.8 dBmV39.1 dB189158158456178418361898
3LockedQAM2562459000000 Hz5.5 dBmV40.1 dB188903505458976718565635
4LockedQAM2563465000000 Hz5.3 dBmV41.5 dB188727156461389218738085
5LockedQAM2564471000000 Hz5.3 dBmV42.0 dB188579984463484718868863
6LockedQAM2565477000000 Hz5.3 dBmV41.5 dB188434666465629819005238
7LockedQAM2566483000000 Hz5.6 dBmV29.6 dB188294590467604819122967
8LockedQAM2567489000000 Hz5.6 dBmV30.1 dB188120928470417719264391
9LockedQAM2568495000000 Hz5.5 dBmV39.9 dB187998125472355719375898
10LockedQAM2569507000000 Hz5.8 dBmV33.3 dB187902693473359719475847
11LockedQAM25610513000000 Hz6.0 dBmV39.2 dB187801085474541819563013
12LockedQAM25611519000000 Hz6.4 dBmV39.5 dB187688258475808819662161
13LockedQAM25612525000000 Hz6.6 dBmV34.8 dB187589852477426919749728
14LockedQAM25613531000000 Hz6.8 dBmV41.4 dB187513270478829119827130
15LockedQAM25614537000000 Hz6.6 dBmV42.4 dB187427349479970519897358
16LockedQAM25615543000000 Hz6.6 dBmV42.5 dB187337122481461619972580
17LockedQAM25616549000000 Hz6.9 dBmV42.2 dB187257080482597920051305
18LockedQAM25617555000000 Hz7.0 dBmV42.5 dB187189526483566420121781
19LockedQAM25618561000000 Hz7.1 dBmV28.8 dB187098385484996420192070
20LockedQAM25619567000000 Hz6.9 dBmV40.3 dB187025966485912420261958
21LockedQAM25620573000000 Hz6.7 dBmV42.0 dB186934663487574220341478
22LockedQAM25621579000000 Hz6.9 dBmV42.4 dB186845749488642520429691
23LockedQAM25622585000000 Hz7.1 dBmV40.2 dB186756740489798220498114
24LockedQAM25623591000000 Hz7.0 dBmV41.7 dB186675563491116120563099
25LockedQAM25638423000000 Hz6.4 dBmV42.9 dB191134256489482616125696
26LockedQAM25639429000000 Hz6.2 dBmV42.8 dB190368610459416217171445
27LockedQAM25640435000000 Hz6.1 dBmV42.4 dB189936181451100317690497
28LockedQAM25641441000000 Hz5.7 dBmV30.2 dB189655970451568217972816
29LockedQAM25643405000000 Hz6.6 dBmV41.4 dB196273616565087910229028
30LockedQAM25644411000000 Hz6.6 dBmV42.6 dB193990444562164512541482
31LockedQAM25645417000000 Hz6.5 dBmV42.9 dB192328472532216314505771
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB000

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

ChannelLock StatusModulationChannel IDFrequencyPower
1LockedATDMA135600000 Hz45.0 dBmV
2LockedATDMA229200000 Hz46.3 dBmV
3LockedATDMA322800000 Hz46.0 dBmV
4LockedATDMA416400000 Hz46.5 dBmV
5LockedATDMA1039600000 Hz41.5 dBmV
6Not LockedUnknown00 Hz0.0 dBmV
7Not LockedUnknown00 Hz0.0 dBmV
8Not LockedUnknown00 Hz0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>

ChannelLock StatusModulation / Profile IDChannel IDFrequencyPowerSNR / MERActive Subcarrier Number RangeUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1Locked0, 1, 2, 337722000000 Hz6.8 dBmV36.0 dB1228 ~ 286733206339135155832
2Not Locked000 Hz0.9 dBmV0.0 dB0 ~ 4095000

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>

ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not LockedUnknown00 Hz0 dBmV
2Not LockedUnknown00 Hz0 dBmV
Highlighted
Expert

Re: T3 and T4 timeouts every couple of minutes - I am hoping someone can help

Some of the downstream channel SNR's are too low / out of spec. Seems that there is spurious noise leaking into the line(s) somewhere. You should get the techs out again until it is fixed correctly.

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck !



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