Participant

Ongoing connectivity issues / T3 timeouts

Hello,

 

 

For the past couple of months, I've had internet connection issues ranging from slow connectivity or no connectivity at all. It doesn't happen at any specific time-of-day based on what I've experienced. Sometimes the internet will be fine one moment, and completely disconnect the next. Other times, I'll notice things start to lag and the slow connection will build up to an eventual complete disconnect.

I've tried removing the router (a few-years-old NETGEAR WNDR3700, with firmware version V1.0.14.98NA, if that matters) from my setup and going straight to the modem, but it did not alleviate the problem.

 

The modem itself relatively new; a Motorola SB6121 purchased myself January 2014 when I first had service re-installed at this house after moving back in. I should also mention that back in 2014 apparently they upgraded the hub after I complained enough about hearing from techs that the hub was always the cause. I'm fairly certain they did because I finally had a tech from the local office call me and inform me of such. At the time, that seemed to fix whatever connectivity issues I had.

 

In my recent calls to TWC over the past few months, I've heard once or twice that the node went down and thus caused the outage. The other times I've called they didn't have any additional info to give me other than it being an "outage".

 

I've checked the wire from the modem to the wall outlet and everything seems fine; no cable bends, shiny copper, tight cables. The cable comes directly to the house from the pole and no splitters are on the line. I unhooked the outside lines that I was able to reach and checked for oxidation or corrosion, but everything I was able to look at was clean and shiny still. However, there's a grey box, of which I'm not quite sure what purpose it serves, that has openable door secured with a screwable bolt on it labeled Time Warner Cable, where (I assume) the line connects, from the top of the house, to the lines to the room where the cable outlet is. This is the only thing I haven't touched.

 

Traceroutes and pings are otherwise normal when the connection is stable, but I have this speedtest done from last week while on the phone with tech support during troubleshooting that clearly shows an abnormality: http://www.speedtest.net/my-result/4985779598 (At the time, my service was the 6/1 package; it is now currently 15/1.)

 

I have a technician scheduled to visit today at 2pm, but I would like to get more info to prepare for the tech visit, if possible (specifically, interpretation of the modem signal levels and any issues therein). I've done some research on T3 and T4 timeouts and have looked at some of the other threads with similar issues, but I wanted to get a conclusive answer from the more experienced members here.

 

Details are as follows:

 

Wichita Falls, TX, 76310

Standard Internet (15/1) - Only internet, no other service.

Modem info: http://i.imgur.com/JKzICpH.png

 

Signal snapshots: 

https://i.gyazo.com/7163ef7f0221bd1c674bb21cc823b5d6.png

https://i.gyazo.com/d30b56571253fb7a18c01092f087ab02.png (This 2nd one was after reconnecting all the lines inside and out and checking them over.)

https://i.gyazo.com/6718743e7288b8a778412b005250c5ea.png

 

Log from before disconnecting and checking cables: 

TimePriorityCodeMessage

Jan 20 2016 07:41:333-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:27:136-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:26:585-WarningT202.0Lost MDD Timeout;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:26:585-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:26:403-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:26:375-WarningT202.0Lost MDD Timeout;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:26:375-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:26:153-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:25:356-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:25:345-WarningT202.0Lost MDD Timeout;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:25:345-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:25:286-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:25:263-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:25:255-WarningT202.0Lost MDD Timeout;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:25:255-WarningN/ADS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:24:363-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 19 2016 18:59:293-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 19 2016 18:59:293-CriticalR03.0Ranging Request Retries exhausted;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 19 2016 18:59:283-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 19 2016 13:50:483-CriticalR06.0Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;

 

 

 Log from after disconnecting and checking cables: 

 

Jan 20 2016 09:58:563-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:58:556-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:58:555-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:136-NoticeN/ACable Modem Reboot due to T4 timeout ;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:55:493-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:55:445-WarningT202.0Lost MDD Timeout;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:55:433-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:55:435-WarningT202.0Lost MDD Timeout;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:55:363-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:55:203-CriticalT05.0SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:51:173-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:51:166-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:51:165-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:136-NoticeN/ACable Modem Reboot due to T4 timeout ;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:50:205-WarningT202.0Lost MDD Timeout;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:50:183-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 09:49:573-CriticalT05.0SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:41:333-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:27:136-NoticeN/AMDD Recovery following MDD Loss;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;
Jan 20 2016 07:26:585-WarningT202.0Lost MDD Timeout;CM-MAC=30:60:23:d4:07:d2;CMTS-MAC=00:01:5c:48:ba:44;CM-QOS=1.1;CM-VER=3.0;

 

I think that covers it all. Please let me know if I left anything out.

 

 

Thank you in advance,

sm-tx

58 REPLIES 58
Expert

Re: Ongoing connectivity issues / T3 timeouts

Need the signal level page...

 

Participant

Re: Ongoing connectivity issues / T3 timeouts

I did post 3 snapshots of the signal page, but here's an updated one:

 

Channel ID
Frequency525000000 Hz 507000000 Hz 531000000 Hz 537000000 Hz 
Signal to Noise Ratio36 dB 35 dB 36 dB 36 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
10 dBmV  9 dBmV  9 dBmV  10 dBmV  

 

UpstreamBonding Channel Value
Channel ID
Frequency24200000 Hz 19400000 Hz 30600000 Hz 37000000 Hz 
Ranging Service ID14612 14612 14612 14612 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level42 dBmV 42 dBmV 41 dBmV 41 dBmV 
Upstream Modulation[3] QPSK
[3] 64QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[3] 64QAM
 
[3] QPSK
[2] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID
Total Unerrored Codewords424243780 423963444 424207993 424076654 
Total Correctable Codewords1078780 1358871 1114411 1245840 
Total Uncorrectable Codewords649 479 537 583 

 

 

 

Expert

Re: Ongoing connectivity issues / T3 timeouts

This looks like either a bad amplifier or a bad modem

s/n is too low and signal level is high, DS partial service showing channel loss as well

 

Need the current signal level page, copy and paste it

Participant

Re: Ongoing connectivity issues / T3 timeouts

Signal page from just now:

 

Channel ID
Frequency525000000 Hz 507000000 Hz 531000000 Hz 537000000 Hz 
Signal to Noise Ratio35 dB 35 dB 35 dB 36 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
10 dBmV  10 dBmV  10 dBmV  10 dBmV  

 

UpstreamBonding Channel Value
Channel ID
Frequency24200000 Hz 19400000 Hz 30600000 Hz 37000000 Hz 
Ranging Service ID14612 14612 14612 14612 
Symbol Rate5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level42 dBmV 42 dBmV 41 dBmV 41 dBmV 
Upstream Modulation[3] QPSK
[3] 64QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[3] 64QAM
 
[3] QPSK
[2] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID
Total Unerrored Codewords444374903 444093990 444338835 444207020 
Total Correctable Codewords1081369 1362036 1117280 1249185 
Total Uncorrectable Codewords649 479 537 583 
Expert

Re: Ongoing connectivity issues / T3 timeouts

You are having some sort of level issues, print out all the pages, show them to the tech, something is changing way too much in a short time.

 It's probably a bad pole amplifier.somewhere

at 32 and lower s/n you will have problems, below 30 dB channels won't work.

Good thing you got a snapshot when it was really bad.

 This may also be broadcast tv signal ingress on the channels the modem has skipped over.

SignAffiliateRF ChannelVirtual ChannelBandPowerCityDistance Heading

Total results: 4
KAUZ-TVCBS22 519mHz6.1UHF200.0 kWWichita Falls8.51 mi328.76°
KFDX-TVNBC28 555mHz3.1UHF1000.0 kWWichita Falls8.52 mi319.66°
KJTLFOX15 477mHz
18.1UHF1000.0 kWWichita Falls31.95 mi331.45°

 

 

Participant

Re: Ongoing connectivity issues / T3 timeouts

Will do. Thank you for the insight, MsRaye.

I'll report back after the tech visit.

Expert

Re: Ongoing connectivity issues / T3 timeouts

This is an intermittent problem, it's gotten better since your first snapshot.

Tech needs to replace all the connectors for a start....

this is probably broadcast tv ch 22 @ 519 mHz bleeding in, it may be before the amp that's nearest you, further upstream.

Participant

Re: Ongoing connectivity issues / T3 timeouts

So the tech just left about about an hour of checking things over.

 

First he looked at the signal levels from the modem and didn't see anything majorly wrong other than the signal being a little bit too high. To help bring the signal down a bit, he put a terminated 3-way splitter on the line from the wall outlet to the modem. I showed him the T3 and T4 timeouts that I had on my modem logs from the past two days, yet, he found no glaring problems with the line quality that would be enough to kick me offline.

 

He also noted that while the Motorola SB6121 is the modem he would recommend as a solid modem for purchase, it could be that my modem could possibly have a tuning adapter going out even though it's only 2 years old.

 

He checked all of the outside lines, as well as the TWC grey box at the back of my house (which was only housing the point of connection between the line to the house and to the line to my wall outlet - connected with a barrel connector). All of the lines were fine and didn't show any signs of wear or oxidation.

He also went up to the pole where the cable is connected at the tap and replaced, I believe, an outdated attenuator. Even while doing so, he noted that he didn't see any RF ingress on the line. The customer that is connected to the same tap as I am is internet-only as well, so I cannot be getting any interference from that house - otherwise they would have called and reported it too.

He also said that he recalled working on this area a few years ago so based on that prior knowledge, he could not see any reason why I would be losing connection at random times like I currently am unless there is a known outage.

 

His final main points were: 

1) My modem is (apparently) not supposed to reboot on it's own when the cable line is disconnected - as-was exhibited when he put the terminated splitter on the line inside the house.

2) He'll put my modem's MAC address on his own device watch, so I'll actually get notification from someone when my connection goes out again.

 

The only thing I have not been able to try is calling TWC and connecting a different modem to see if my current one is the culprit. I asked if he had a spare one to try, but he said it would have to be added to the account, to which I was perfectly fine with, even if it meant paying the modem rental fee for a month, just to see if it changed anything. However, he said he would have to ask his supervisor first before that could be considered, so it was not something able to be done during the visit.

Expert

Re: Ongoing connectivity issues / T3 timeouts

Copy and paste the new signal level page.

With cable disconnected, the modem will reboot and try to find good channels.

 He may be referring to the modems power adapter being or going bad. There were a rash of the 12vdc 750 ma ones on 6141's a year ago but they were showing power reset errors