Observer

T3 & T4 Timeouts

I've been having T3 & T4 Timeouts for as long as I can remember. I've had a few techs out to attempt to fix it. Every time it was seemingly fixed, but then after some time the issue would return. The longest I had gone without any issue was about six months which was after the first tech visit, and the shortest was about a month which was after the second and third tech visit.

 

Everything is fine as far as I can see, so I'm at a complete loss for what could be the cause. Levels look great, I don't have any loose or excess splitters, and the wiring outside was just recently redone from my last tech visit.  Hopefully someone else has some insight because this is really driving me insane.

 

I should also add that I've tried replacing my modem in the hopes that it was damaged. I originally had an SB6183, then I switched to an SB6141 and the issue ceased for about a month. Evidently it came back so I thought maybe I just had bad luck, so I replaced it with a brand new SB6183. Unless I have horrible luck and my equipment has been unrealistically faulty, it's gotta be something else.

 

Here's a link to my modem's status page and the event log. I have an Arris SB6183.

Imgur Link

15 REPLIES 15
Expert

Re: T3 & T4 Timeouts

Throwing modems at a signal quality or level issue is a waste of time and money, bet all modems are good.

Please copy and paste the signal page here, I can't read or tear it apart here... to do comparisons.

 Do you still have the other 2 modems?

 

 

Observer

Re: T3 & T4 Timeouts

Yes, I still have both of the other modems. I wasn't thinking the levels were the issue at the time, but that the equipment may have just been faulty and causing a reboot or something. Please forgive my ignorance; I'm not particularly familiar with a lot of networking.

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM2561657000000 Hz2.2 dBmV40.2 dB828
2LockedQAM2562663000000 Hz2.4 dBmV40.2 dB00
3LockedQAM2563669000000 Hz2.7 dBmV40.2 dB00
4LockedQAM2564675000000 Hz3.2 dBmV40.2 dB00
5LockedQAM2565681000000 Hz3.0 dBmV40.2 dB00
6LockedQAM2566687000000 Hz3.3 dBmV40.3 dB00
7LockedQAM2567693000000 Hz3.5 dBmV40.3 dB00
8LockedQAM2568699000000 Hz3.2 dBmV40.2 dB00
9LockedQAM2569705000000 Hz3.3 dBmV40.3 dB00
10LockedQAM25610711000000 Hz3.1 dBmV40.2 dB00
11LockedQAM25611717000000 Hz3.0 dBmV40.3 dB00
12LockedQAM25612723000000 Hz2.9 dBmV40.2 dB00
13LockedQAM25613729000000 Hz3.0 dBmV40.3 dB00
14LockedQAM25614735000000 Hz2.8 dBmV40.2 dB00
15LockedQAM25615741000000 Hz2.0 dBmV40.2 dB00
16LockedQAM25616747000000 Hz1.8 dBmV40.2 dB00

 

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA355120 Ksym/sec30600000 Hz42.5 dBmV
2LockedTDMA332560 Ksym/sec19400000 Hz39.8 dBmV
3LockedATDMA345120 Ksym/sec24200000 Hz41.0 dBmV
4LockedATDMA362560 Ksym/sec37000000 Hz43.5 dBmV
Proven Sharer

Re: T3 & T4 Timeouts

Your line levels are in the center of the acceptance window.  They are NOT the cause of your problems, and all three modems are probably still good.  Your problem is almost guaranteed to be a loose, corroded, or broken connection in TWC's outdoor cabling. 

 

A T3 timeout is the status message when the modem briefly fails to receive signal from the node.  Your TV video freezes, your download stops, Windows says you have no internet connection, and your VPN drops.  If the signal returns within 3 seconds, everything resumes except the VPN.  However, if the head-end signal is lost for more than three seconds, the modem decides that something major is wrong and changes the status to T4.  This is an extended loss of signal, often due to a broken overhead cable connection.  These status messages are NOT viewable by the tier 1  folks who answer your help calls or chats.

 

NOTE: We have heard reports that Spectrum may have loaded modified firmware into some modems that changes those timers by a factor of 10.  The result is far fewer error messages appearing in the status logs. 

Observer

Re: T3 & T4 Timeouts

All right, thanks for the help MsRaye & karlbeckman. I'll get another tech out ASAP and report back. My only concern is whether they will actually find the source of the problem or not. Seems like every tech that comes out knows well enough what they're doing, just that they miss the actual cause. Anything specific I should tell them?

Expert

Re: T3 & T4 Timeouts

Channel 1 is the "home" or start channel and having correcteds/ uncorrecteds on it is a larger problem than on the rest .  657 mHz is local broadcast ch 45... is there one on the air in your area? Enter the zip code, state and 100' antenna ht at www.tvfool.com

1LockedQAM2561657000000 Hz2.2 dBmV40.2 dB8

28

 

 

Observer

Re: T3 & T4 Timeouts

I'm not sure how to go about interpreting this, so I'll leave the link with my results.

http://www.tvfool.com/?option=com_wrapper&Itemid=29&q=id%3de6a493acb7ea1d

Expert

Re: T3 & T4 Timeouts

Although 45 is weak,   47,49 and 50 may also be an issue. 

I kinda don't believe tv fools level on 45, It seems a lot stronger than what's listed where I am in the 44087 area

 

 45= 657 mHz

47= 669 mHz

49= 681 mHz

50= 687 mHz

Observer

Re: T3 & T4 Timeouts

So how would this be affecting my connection and how would I go about fixing it?
Expert

Re: T3 & T4 Timeouts

You're on the Akron system best I can tell.

Repost the level page again, let's see what the counts are.

if ch 1 is still 657 mHz and counts are really high, I'd try a factory reset on the modem, to see if the headend will assign you a different first channel and if that helps the timeouts and  speed issue

 Are you by norton?