Newcomer

3-4 connection drops per hour, lots of t3 errors, but I think signal levels are ok

We've seen frequent drops of our connection in the past month. I'll see it on all my devices and the cable light on the modem will start flashing. This can easily happen 3+ times an hour causing movies to buffer, music to stop, and low pitched grumbles from the wife.

 

The modem log shows numerous T3 errors but I believe my signal levels look ok. Called support who said the modem has only gone down 4 times over the past month and that it's not an issue on their end so call Linksys. This is my own modem because I'd rather not continue paying for a modem long after it's paid it off.

 

What should I troubleshoot next? Should I buy another modem? rent one from Spectrum if it will get them to look into the issue?

 

  • 3-4 drops an hour for the past month
  • Many T3 errors
  • Signal levels and log attached
  • Haven't changed anything in the house
  • CSR said their's nothing they can do
  • Linksys CM3008 modem
  • North east Charlotte, NC
  • Only buying internet and no other devices are hooked up to the coax
  • 50-70mbps down 5-7mbps up speed tests

 

Status
DOCSIS WAN
DOCSIS Overview
Network AccessPermitted
IP Address2606:a000:c00:74:155d:1c42:2f99:e21d
Subnet Mask 
Gateway IP 
DHCP Lease TimeD: -- H: -- M: -- S: --
Downstream Overview
Port IDFrequency (Hz)ModulationSignal strength (dBmV)Signal noise ratio (dB)OctetsCorrectedsUncorrectablesChannel ID
1645000000256QAM-4.32536.844482690032
2633000000256QAM-3.25637.093519210030
3639000000256QAM-3.66437.356564370031
4627000000256QAM-2.28137.356600830029
5507000000256QAM2.46937.63663777009
6513000000256QAM1.79337.936669430010
7519000000256QAM1.49137.093712080011
8525000000256QAM2.00938.258749460012
 
Upstream Overview
Port IDFrequency (Hz)BandWidth (Hz)Modulation TypeDOCSIS ModeSignal Strength (dBmV)Channel ID
117600000640000064QAMATDMA37.0001
236800000640000064QAMATDMA38.5004
330400000640000064QAMATDMA37.0003
424000000640000064QAMATDMA37.0002
DOCSIS Logs

The docsis event logs is shown here

NoTimetypePriorityEvent
104/01/19 23:20:1690000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
204/01/19 22:37:3682000200criticalNo Ranging Response received - T3 time-out;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
304/01/19 22:37:2282000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
404/01/19 22:37:2282000300criticalRanging Request Retries exhausted;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
504/01/19 22:37:2282000200criticalNo Ranging Response received - T3 time-out;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
604/01/19 22:37:2182000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
704/01/19 22:37:2182000300criticalRanging Request Retries exhausted;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
804/01/19 22:37:2182000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
904/01/19 22:37:2182000300criticalRanging Request Retries exhausted;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
1004/01/19 22:37:2182000200criticalNo Ranging Response received - T3 time-out;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
1104/01/19 22:37:2082000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
1204/01/19 22:37:2082000300criticalRanging Request Retries exhausted;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
1304/01/19 22:37:1982000200criticalNo Ranging Response received - T3 time-out;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
1404/01/19 22:36:2882000500criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
1504/01/19 22:36:2782000200criticalNo Ranging Response received - T3 time-out;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
1604/01/19 22:36:2782000500criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
1704/01/19 22:36:2682000200criticalNo Ranging Response received - T3 time-out;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
1804/01/19 22:36:2682000500criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
1904/01/19 22:36:2582000200criticalNo Ranging Response received - T3 time-out;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
2004/01/19 22:36:2582000500criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:91:82:5e:ad:84;CMTS-MAC=00:17:10:88:d9:e0;CM-QOS=1.1;CM-VER=3.0;
11 REPLIES 11
Helper

Re: 3-4 connection drops per hour, lots of t3 errors, but I think signal levels are ok

The problem with having your own modem is techs and customer service reps will blame the modem 95% of the time even when it's obvious there are line issues likely caused by damaged coax, loose connectors, or water-logged pedestals. A new modem will not fix this type of problem.

 

 Are you still on a legacy TWC plan? Switching to a Spectrum pricing plan will include a free modem. This will remove your customer owned modem from the equation so they cannot blame it instead of properly diagnosing the issue.

 

 

Lead Moderator

Re: 3-4 connection drops per hour, lots of t3 errors, but I think signal levels are ok

@reds91185  I very respectfully disagree that our agents blame the modem simply because it is a customer owned modem to the degree that you have hypothisized, if there are clear issues with the signal levels, or other issues that is not generally a modem issue. 

 

If anyone does find that there are obvious issues with signal levels and other things that are known not to be related to equipment I encourage them to contact us for feedback on that agent.

 

That being said, If as part of DIY troubleshooting anyone wants to use a Spectrum modem that would be a good, useful thing to verify, but is not required for a technician to come out and investigate signal issues/ timeouts etc. 

 

Twitter: @Ask_Spectrum

Facebook: https://www.facebook.com/Spectrum

 

Regards,

Julia R.

Spectrum-Social Media Customer Service

Lead Moderator-Community Forums

Helper

Re: 3-4 connection drops per hour, lots of t3 errors, but I think signal levels are ok

@Julia_R  Yes perhaps I was using hyperbole to make a point as you are correct that most techs and reps are great to deal with, but I have seen this firsthand on more than one occasion...techs in my house telling me "I'm not allowed to touch a customer owned modem" or "The problem is obviously your equipment." 

 

@cbroughton  A new modem will likely make no difference, I'm merely suggesting that you use a Spectrum modem to eliminate the customer owned equipment excuse. One thing you can do in the meantime is inspect every part of the cable path from the modem backwards as far as you have access to ensure all connections are tight, no coax looks squirrel-chewed or otherwise damaged, or anything else out of the ordinary...and keep calling when you experience problems.

Not applicable

Frequent Disconnects with varying errors

Ove the past two months my Internet service has begun to drop with increasing frequency. The issue mimics the symptoms that were experienced about a year and a half ago when lines coming to the house ended up needing to be replaced. The life span of a cable should be longer than the year and half it has been in place.
The image below shows a 24 hours span in which 7 drops occured. These drops are identifiable with sudden spikes and dips in the downstream power level. Only two drops logged a spike in uncorrectables before the drop. The data points are 10 seconds apart, so it is possible the modem reacted quicker than the data was logged.

The issues that he modem reports are, by frequency of incident:
T3 Timeout, T4 Timeout, TLV-11 Illegal Set Operation, and RCS Partial Service.

Location: San Antonio, TX, 78238
Modem: TM1602AP2
Firmware: TS0901103J8TW1_010918_1602.TM_PC20_TW
Setup: Single Home, No other serivces, no splitters
Speeds: 220Mbps Down, 10 Mbps up, consistent.
Jitter and Ping are controlled with FQ_Codel on upstream, and rate limiting on downstream. Without rate limiting on downstream, downloads can create spikes in latency up to 500ms. This occurs with direct connection, and thus I was able to eliminate the router as a possible cause for high latency during times of high downstream utilization.
The router and setup have been consistent for the past year up to the point that dropping began, with the only down time steming from power outages.
Ping to google.com is consistently between 25 and 30ms while the internet if functioning.

xJyE7vq

Helper

Re: Frequent Disconnects with varying errors

Post the modem's signal levels page as well.

Not applicable

Re: Frequent Disconnects with varying errors

The signal levels are easily tracked in the image above. But by your request, here is the image.
If you believe that you have information that may assist, please post it as well. I dislikes requests made without reason.
Thanks.

h3UOBwm

Not applicable

Re: 3-4 connection drops per hour, lots of t3 errors, but I think signal levels are ok

@Julia_RWhen I had to have my line replaced a year and a half ago I went through many tech visits to my house. The first two tech outright refused to assist with any troubleshooting, and wouldn't even perform a line test when my modem was in place. They stated it was company policy to not assist when it is customer owned equipment.
I had many visits, and went through several modems that had different tolerances to the line faults. The Ubee gateway was by far the worst device they brought to the property. The testing they conducted was replacing the modem, making sure it could connect and do a speedtest, and then leave. There was an intermittent issue, and I had the logs of every T3/T4 timeout,  RCS, and TLV-11.  The same issues I'm experiencing again. It's been much the same story with the modem, the router, and even the computers that are connected being blamed.
So while you may respectfully disagree, your disagreement doesn't make the experience that many of customers are met with on a daily basis. I hate the support that I get through Spectrum, and am skeptical to use it.
The last time the issue continued to degrade for 3 months to the point that the modem was down more than it was up. I even had AT&T come out and install their service before you could diagnose your issues. The only reason that I didn't stay with AT&T is the price, but I'm considering going back and closing the door on Spectrum entirely. Seeing customer support on the forums state that the lived experiences of the customers is a point of respectful disagreement is sickening. 
Try instead, "That isn't our policy, and I'm very sorry to hear that is the experience you've had with our service."

 

On Topic: From my understanding the Intel Puma chipset is very error intolerant, so if you have a line issue, even a minor one you're going to start dropping connections. If you google Puma 5, 6, or 7 performance issues, you'll find them in droves. The Puma 6 chipset even managed to get Arris involved in a class action lawsuit because of it's poor performance.
The modem should be fine to use, but it's not tolerant of any line issues, and you're not going to get great performance. I agree with the conclusion that if you're on an old plan it may be easier to switch and use a free modem to rule out the possibility of it being something simple. 

Not applicable

Re: Frequent Disconnects with varying errors

New fun error on the modem page. Think I just stopped by at a bad time.

Image below accompanied by :
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
27l7flQ

Community Manager

Re: Frequent Disconnects with varying errors

@AfroZenPizza,

 

I apologize for any service issues.  I also merged your second post about this issue to keep all the information in one post. 

 

First I wanted to clarify a comment by @Julia_R  for you and @reds91185 .  Our role in technical  and customer support is to assist customers when then are having issues with their services.  You reported a poor experience because you are using your own modem.  When you have a poor experience, for any reason, we want to know about it.  We can follow-up and provide feedback about your poor experience.  If your are having a service related issue, we can assist you with resolving that issue.  We do not want a previous poor experience to prevent you from reaching out for assistance with a current issue.

 

As you are likely aware, there are multiple reasons that can cause service issues.  Based on the information you posted, there is not an apparent issue that stands out.  So, we would like to dive a little deeper and see if we can resolve the issue remotely.  To do this, we will need some additional information that we would like you to share in a private message. 

 

If we cannot resolve the issue we can schedule a service call.  Please contact us by private message at @Forums_Help .  When contacting us, please include your account information (name on the account and account number, address or phone number), as well as the modem MAC address.  As well, please include a good number to reach you, in case we need to call you for more information.    

 

Thanks.

 

James