Multiple Lost MDD Timeouts, T3 Time-Outs, T4 Time-Outs, etc.

Problem started when I first moved into my new apartment. Before the modem I have now I was still getting problems with the old modem disconnecting on it's own. Tons of intermittent connections. I bought a new modem (NetGear CM400) in August 2018. Still had the same problems I was having with the previous modem. Called tech support in September, tech checked connections inside apartment and coaxle connection going to the building. Connections looked fine. He said however there was a signal issue coming from the street to the apartment complex and he created a ticket for field tech to check it out. Ticket # ****.

 

Well since then the problem has gotten worse.  Trying to work from home and take classes online is become a little annoying now.

 

Here are my logs, be great if someone could shed some light on this. Never had any problems in the past at different complexes. 

 

 

Cable Connection

 

 

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Frequency start Value

 

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

 

Starting Frequency

 

 

 

 

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

603000000 Hz

Locked

Connectivity State

Ok

Operational

Boot State

--

--

Configuration File

--

--

Security

Enabled

BPI+

IP Provisioning Mode

IPv6 Only

ipv6Only(1)

 

 

 

Downstream Bonded Channels

 

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

UnCorrectables

1

Locked

QAM 256

1

411000000 Hz

9.8 dBmV

39.8 dB

152073

202782

2

Locked

QAM 256

2

417000000 Hz

9.6 dBmV

39.8 dB

110466

160523

3

Locked

QAM 256

3

423000000 Hz

9.7 dBmV

40.3 dB

443169

560374

4

Locked

QAM 256

5

471000000 Hz

10.4 dBmV

39.8 dB

718

4008

5

Locked

QAM 256

25

591000000 Hz

12.0 dBmV

39.8 dB

4603

3243

6

Locked

QAM 256

26

597000000 Hz

8.9 dBmV

38.9 dB

3915

1398

7

Locked

QAM 256

27

603000000 Hz

8.4 dBmV

38.9 dB

2096

679

8

Locked

QAM 256

28

609000000 Hz

8.3 dBmV

38.2 dB

1314

1491

 

 

 

Upstream Bonded Channels

 

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

5

5120 Ksym/sec

17800000 Hz

42.8 dBmV

2

Locked

ATDMA

6

5120 Ksym/sec

24200000 Hz

43.5 dBmV

3

Locked

ATDMA

7

5120 Ksym/sec

30600000 Hz

43.5 dBmV

4

Locked

ATDMA

8

5120 Ksym/sec

37000000 Hz

43.8 dBmV

 

 

 

Current System Time: Tue Mar 5 18:20:03 2019

 

 

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Event Log

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Time

Priority

Description

Jan 29 18:30:45 2019

Warning (5)

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

Jan 29 18:30:45 2019

Warning (5)

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

Jan 30 12:13:22 2019

Warning (5)

Lost MDD Timeout

Jan 31 00:05:11 2019

Critical (3)

No Ranging Response received - T3 time-out

Jan 31 12:45:05 2019

Warning (5)

Lost MDD Timeout

Jan 31 17:18:12 2019

Critical (3)

SYNC Timing Synchronization failure - Loss of Sync

Jan 31 17:18:18 2019

Warning (5)

Lost MDD Timeout

Jan 31 17:18:33 2019

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

Jan 31 17:19:06 2019

Warning (5)

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

Jan 31 17:19:08 2019

Warning (5)

RCS Partial Service

Feb 2 07:24:19 2019

Warning (5)

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

Feb 2 09:18:12 2019

Warning (5)

Lost MDD Timeout

Feb 2 20:56:45 2019

Critical (3)

No Ranging Response received - T3 time-out

Feb 2 23:39:44 2019

Warning (5)

Lost MDD Timeout

Feb 3 01:44:14 2019

Critical (3)

SYNC Timing Synchronization failure - Loss of Sync

Feb 3 01:44:21 2019

Warning (5)

Lost MDD Timeout

Feb 3 01:44:34 2019

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

Feb 3 01:45:04 2019

Warning (5)

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

Feb 3 01:45:06 2019

Warning (5)

RCS Partial Service

Feb 6 06:28:02 2019

Warning (5)

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

Feb 7 08:36:03 2019

Warning (5)

Lost MDD Timeout

Feb 7 15:34:12 2019

Critical (3)

SYNC Timing Synchronization failure - Loss of Sync

Feb 7 15:34:18 2019

Warning (5)

Lost MDD Timeout

Feb 7 15:34:32 2019

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

Feb 7 15:35:03 2019

Warning (5)

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

Feb 7 15:35:05 2019

Warning (5)

RCS Partial Service

Feb 13 09:47:28 2019

Critical (3)

SYNC Timing Synchronization failure - Loss of Sync

Feb 19 16:38:37 2019

Critical (3)

No Ranging Response received - T3 time-out

Feb 19 19:27:12 2019

Warning (5)

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

Feb 19 23:02:15 2019

Critical (3)

No Ranging Response received - T3 time-out

Feb 19 23:14:53 2019

Warning (5)

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

Feb 21 01:51:09 2019

Critical (3)

No Ranging Response received - T3 time-out

Feb 26 18:25:42 2019

Warning (5)

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

Feb 27 19:37:58 2019

Warning (5)

Lost MDD Timeout

Feb 27 20:52:59 2019

Critical (3)

SYNC Timing Synchronization failure - Loss of Sync

Feb 27 20:53:05 2019

Warning (5)

Lost MDD Timeout

Feb 27 20:53:23 2019

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

Feb 27 20:53:52 2019

Warning (5)

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

Feb 27 20:53:54 2019

Warning (5)

RCS Partial Service

Mar 2 21:29:30 2019

Warning (5)

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

Mar 5 13:50:20 2019

Warning (5)

Lost MDD Timeout

 

4 REPLIES 4
Helper

Re: Multiple Lost MDD Timeouts, T3 Time-Outs, T4 Time-Outs, etc.

It's not a modem issue so replacing it will not fix anything.

 

How long ago was that ticket created?  Keep calling to report your connection issues. Sometimes the only way to figure out where the problem is occurring is to replace coax, splitters, amps, etc. one piece at a time until the customer stops reporting the problem. If you still have a problem but don't report it they will assume it was fixed.

Re: Multiple Lost MDD Timeouts, T3 Time-Outs, T4 Time-Outs, etc.

That's what I told them over the phone, it isn't the modem. I've had two tech come out for the same thing. I have another tech coming out on Thursday to inspect the lines again. I keep telling them that the first tech was suppose to have someone check the pole on the street to my apartment. Ticket was created in September 2018. Here we are March 2019 with no resolution. I keep calling and it's to the point where I'm tired of repeating my story. I hope I get good news on Thursday.

Helper

Re: Multiple Lost MDD Timeouts, T3 Time-Outs, T4 Time-Outs, etc.

They won't just take your word for it. Let them use their modem to eliminate that as an excuse for the techs to fall back on. Also, the line crews are separate from the in-home techs and have very little customer interaction. You will likely never know line crews are out and about unless you happen to see their trucks.

Highlighted
Proven Sharer

Re: Multiple Lost MDD Timeouts, T3 Time-Outs, T4 Time-Outs, etc.

Your modem's status page includes several RCS partial service alarm messages.  These mean that your modem is completely losing incoming signal on one or more (but not all, and it doesn't tell which ones) of the 8 assigned DS channels.  The signal levels page also indicates HUGE numbers of packet data errors on system DS channels 1, 2, and 3 which tells me there is a severe ingress issue on the distribution trunk line.  Both of those are definitely system problems, not within your modem, so use one of the Spectrum "loaner" modems (furnished by Spectrum at no extra cost) until they get your connection fixed to your satisfaction.