Rookie

Ridiculous amounts of T3 and T4 timeouts.

 

So within the last month or so, I have been experiencing extremely tempermental internet. Several times a day, at no particular time of day, the internet will just go out. The modem will then reboot itself several times trying to  correct said issue. I have done all of the recommended troubleshooting for both my modem(s) and  my router. I say modems, because I was urged to replace my old modem which was an Arris Surfboard SB6183 because it "was probably faulty". I now have the Arris Surfboard SB6190. Nothing has changed. T3 and T4 timeouts all the time. Which really affects how I go about my day. I just recently adopted a "smart home" lifestyle. Where everything is almost dependant on the internet. When my internet goes out several times a day, I can't even turn my lights on, without going through the "backdoor" way of doing it. It might sound trivial, but it is extremely frustrating. I spend alot of time using the internet, whether it is to stream media, play a game online, or even live stream. I pay entirely  too much for this to be happening. I understand that equipment fails. But when I call to talk to support, I shouldn't be told everytime that the modem needs to be restarted. If I ask for a tech to come out, preferably one that knows what they are doing, I should get a tech. 

Here are my modem stats since the last time it restarted due to the timeouts:

 

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM12741.00 MHz1.90 dBmV38.98 dB5587
2Locked256QAM1675.00 MHz0.90 dBmV38.98 dB1151066
3Locked256QAM2681.00 MHz1.20 dBmV40.37 dB1952110
4Locked256QAM3687.00 MHz1.00 dBmV38.61 dB5581664
5Locked256QAM4693.00 MHz1.50 dBmV40.37 dB4366
6Locked256QAM5699.00 MHz1.40 dBmV38.98 dB4421908
7Locked256QAM6705.00 MHz2.30 dBmV38.98 dB4313045
8Locked256QAM7711.00 MHz2.20 dBmV40.37 dB1772135
9Locked256QAM8717.00 MHz2.20 dBmV38.98 dB1151061
10Locked256QAM9723.00 MHz1.40 dBmV40.95 dB1111145
11Locked256QAM10729.00 MHz1.70 dBmV38.98 dB1541107
12Locked256QAM11735.00 MHz1.60 dBmV38.98 dB4576

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA265120 kSym/s24.20 MHz43.00 dBmV
2LockedATDMA282560 kSym/s37.00 MHz45.75 dBmV
3LockedATDMA275120 kSym/s30.60 MHz44.25 dBmV
4LockedTDMA252560 kSym/s19.40 MHz45.25 dBmV

 

and here is the list of errors

Sat Sep 03 20:34:10 20163No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 03 20:34:59 20163Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 03 20:35:47 20165ToD request sent - No Response received;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:00:31 19703TFTP failed - Request sent - No Response;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:00:31 19703TFTP Request Retries exceeded, CM unable to register
Thu Jan 01 00:00:36 19703No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 03 20:39:32 20163Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 03 20:40:30 20163No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 03 20:40:51 20163TFTP failed - Request sent - No Response;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 03 20:40:51 20163TFTP Request Retries exceeded, CM unable to register
Sat Sep 03 20:41:31 20163No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 03 20:48:36 20163Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 03 20:49:19 20165ToD request sent - No Response received;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:00:31 19703TFTP failed - Request sent - No Response;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:00:31 19703TFTP Request Retries exceeded, CM unable to register
Thu Jan 01 00:00:38 19705ToD request sent - No Response received;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:01:09 19703No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 03 21:01:57 20163Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 03 21:04:00 20163No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:53:02:d3;CMTS-MAC=00:01:5c:8b:0a:6d;CM-QOS=1.1;CM-VER=3.0;

 

All of the errors are from today, even though some of them have a date from January. I just purchased this new modem today.  

One other thing to take into consideration is, we onlyhave internet. No TV package, and we have no connected splitters. 

4 REPLIES 4
Expert

Re: Ridiculous amounts of T3 and T4 timeouts.

Uncorrecteds are awfully high, If there's a wall plate, make sure the connector on the back side is tight, cable can't go thru any outlet strip orUPS surge surpressors.

Why did you buy a new modem?

Sounds like there is a cable issue. Everything must be a tad more than finger tight.

If nothings obvious call TWC, may be a chewed up outside line.

 

 

Rookie

Re: Ridiculous amounts of T3 and T4 timeouts.

I bought a new modem, because when I called TWC support and told them what was going on, they thought it was my Modem. Luckily I can always return it, so that is a win I suppose. I also went through and made sure and connections were tight. I will try and call again to see if I can get them to come out and look at it. I suspected it may be something outside of my house. But I always like to be sure or as close to sure as possible before jumping to conclusions.
Expert

Re: Ridiculous amounts of T3 and T4 timeouts.

What model was the old modem? Are there any connections that are corroded or loose?

 repost the level page again, let's see what 25 minutes of up toime have done to the uncorrecteds:

 

Spectrum Employee

Re: Ridiculous amounts of T3 and T4 timeouts.

Your signal power levels look fine, which is why you're getting resistance from the CSR(s) you've taked to.  This seems more like an ingress issue to be honest.

 

So from what I understand, it's basically a direct line from the utility tap to the modem, so that'd mean there are really just few things to check.

 

1.  Your modem has a good bootfile, but it needs to be refreshed into the Milwaukee BPS (broadband provisioning server).  We need to clear any backed up "hits" (command signals sent from the server) and then send it an "update subscriber" and a "refresh" hit.    Takes less than a minute to do.  If they don't understand, ask to be please transfered to "Tier3".  The modem does not need to be power-cycled by you to do this, although it may reboot on it's own if there's a pending update.

 

2.  Ask the CSR to check to see if your billing codes are current for 2016.  Should be, but that maybe be related to why it's not synchonized with the server.  Your modem thinks it's tomorrow for some reason (so that's how I know it's out of sync).

 

3.  Check a few physical the connection at the modem (and if there's a wall plate the modem's wire connects to checking both front & back of that), checking the grounding block, and checking the utility tap connection (which you'd want our help from one of our field technicians on-site on checking the tap).

 

4.  If all else fails, might need to schedule a field tech for checking into why your SB6190 has been doing several transmitter power adjustments every hour.  Might be a indication of a "possible return path issue" (any workorder to send a tech should be notated as such).  Field techs don't work on the billing & service coding system directly, so work with the CSR first.

 

If you're all the way  to step #4, I'd also start thinking about your communications being essentially jammed from one of your immediate neighbors with severe ingress issues.  The big picture of the facts seem to point that there's ingress somewhere, causing background noise, making it hard for your modem to transmit back to the server.

 

The odds that this is your modem's modulator (the part that transmits out signals) is rather unlikely.  Possible, but I strongly doubt it.

 

 

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.