Newcomer

How do I get the proper help with intermittent T3 & T4 outages?

Hi Everyone,

 

Quick summary:

  • Connection was solid on same modem for 3 years
  • Since two weeks, T3 & T4 messages in the logs (I'll paste some below)
  • Self-owned SB6183 Ver. D30CM-OSPREY-1.5.2.5-GA-00-NOSH
  • Fluctuating upstream power levels (starts off around 47 goes above 51, and starts causing resets).
  • Rock solid downstream power levels (around 4dbmv with splitter, 8dmbv without. with an SNR > 40db)
  • Connected directly to main line (but 2-way splitter just made upstream dbmv even worse and worsened the disconnects).
  • Hardwired in home  with cat 6 (no wifi).
  • Can't reliably Game or watch Netflix/Hulu/Vue.
  • Recently someone ran over the neighborhood box (yeah), which led to a day long outage. I believe my problems may have started then.

I don't mind humoring a support person with modem reboots and factory resets, but none of that will solve my problem (a reboot does resync the modem for a short time).

 

It is pretty clear to me that this is a problem with interference in the upstream intrastructure, how do I get Spectrum to fix it? What do I say to customer support / ask for?

 

Any comments welcome.

 

Thanks

 

==========================================================================

Fri Aug 10 18:14:42 2018Notice (6)TLV-11 - unrecognized OID;CM-MAC=6c:ca:08:71:03:56;CMTS-MAC=00:01:5c:75:30:4b;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 10 18:14:41 2018Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=6c:ca:08:71:03:56;CMTS-MAC=00:01:5c:75:30:4b;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 10 18:14:40 2018Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=6c:ca:08:71:03:56;CMTS-MAC=00:01:5c:75:30:4b;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedNotice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Time Not EstablishedCritical (3)No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=6c:ca:08:71:03:56;CMTS-MAC=00:01:5c:75:30:4b;CM-QOS=1.0;CM-VER=3.0;
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Fri Aug 10 18:10:43 2018Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:71:03:56;CMTS-MAC=00:01:5c:75:30:4b;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 10 18:10:10 2018Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:71:03:56;CMTS-MAC=00:01:5c:75:30:4b;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 10 17:48:23 2018Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:71:03:56;CMTS-MAC=00:01:5c:75:30:4b;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 10 17:47:56 2018Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:71:03:56;CMTS-MAC=00:01:5c:75:30:4b;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 10 16:40:27 2018Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:71:03:56;CMTS-MAC=00:01:5c:75:30:4b;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 10 16:30:25 2018Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:71:03:56;CMTS-MAC=00:01:5c:75:30:4b;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 10 15:21:41 2018Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:ca:08:71:03:56;CMTS-MAC=00:01:5c:75:30:4b;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 10 15:21:13 2018Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ca:08:71:03:56;CMTS-MAC=00:01:5c:75:30:4b;CM-QOS=1.1;CM-VER=3.0;

 

1LockedQAM25610729000000 Hz8.3 dBmV41.2 dB00
2LockedQAM2569723000000 Hz8.0 dBmV41.0 dB00
3LockedQAM25611735000000 Hz7.7 dBmV40.9 dB00
4LockedQAM25612741000000 Hz8.2 dBmV41.2 dB00
5LockedQAM25613747000000 Hz7.8 dBmV41.2 dB00
6LockedQAM25614753000000 Hz8.0 dBmV41.3 dB00
7LockedQAM25615759000000 Hz7.5 dBmV40.7 dB00
8LockedQAM25616765000000 Hz8.3 dBmV41.5 dB00
9LockedQAM25617771000000 Hz7.4 dBmV41.1 dB00
10LockedQAM25618777000000 Hz8.0 dBmV41.4 dB00
11LockedQAM25619783000000 Hz7.5 dBmV41.3 dB00
12LockedQAM25620789000000 Hz8.0 dBmV41.5 dB00
13LockedQAM25621795000000 Hz7.4 dBmV41.1 dB00
14LockedQAM25623807000000 Hz7.5 dBmV41.3 dB00
15LockedQAM25631855000000 Hz7.9 dBmV41.5 dB00
16LockedQAM25632861000000 Hz7.8 dBmV41.6 dB00

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA445120 Ksym/sec37000000 Hz

51.0

dBmV

2LockedTDMA412560 Ksym/sec19400000 Hz52.5 dBmV
3LockedATDMA425120 Ksym/sec24200000 Hz

51.0

 dBmV

4LockedATDMA435120 Ksym/sec30600000 Hz

51.5

dBmV

2 REPLIES
Valued Contributor

Re: How do I get the proper help with intermittent T3 & T4 outages?

In our market, we used to be able to get escalation directly over the phone by providing good info like you presented here.... but now, we have to bypass the auto attendant to get in the call queue for a real human so they look at modem logs, then schedule a tech visit, who escalates it to another tier, who escalates it to another tier...

It is a process... can take a while sometimes. You did well to post the details you did here though. 

Newcomer

Re: How do I get the proper help with intermittent T3 & T4 outages?

Yesterday things were stable with the modem hovering around 45 - 47 dbmv for the upstream channels. Today is another story:

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA445120 Ksym/sec37000000 Hz51.0 dBmV
2LockedTDMA412560 Ksym/sec19400000 Hz52.2 dBmV
3LockedATDMA425120 Ksym/sec24200000 Hz51.0 dBmV
4LockedATDMA435120 Ksym/sec30600000 Hz

51.0 dBmV