T3 & T4 timeouts

Motorola SB61641

Firmware Name: SB_KOMODO-1.0.6.14-SCM03-NOSH
Boot Version: PSPU-Boot(25CLK)(W) 1.0.12.18m5
Hardware Version: 8.0

 

We have been having awful internet service since we started up with TWC in El Paso about 6 months ago. Originally it was random high pings (200 to 3000 ms) which would require a modem reset. A few days ago it has changed to ridiculously common T3 and T4 timeouts that never recover, to the point of having to reboot the modem multiple times during a 45 minute streaming session.

 

Standard signal levels are usually pretty good (mid to upper 30s TX, -2 to 0 for RX with mid to upper 30s for SNR), but when things go wrong they go wrong fast and most of the time the modem won't even give me access to the signals page. At bottom are a few of the bad times.

 

We do not have cable TV, so the cable line comes from the street, to our junction box, and directly connects to the one coax that runs to the cable modem (it isn't a splitter, just a union). No surge suppressors or anything, just street->house->cable modem.

 

 

The amazing customer service rep Blake attempted to "help" (although first he took my chat and then kept telling me "just a minute" for 40 minutes). He claimed he looked at our logs and the max TX was 44.5, yet I had just told him that I had logged 46, 42, 48, 47 earlier today. He said he didn't see that in his results. When I asked if he wanted me to email him the html file of the signal reading, he ended the chat and he sent:

 

"Blake: At this point in time, I have run the test and issue is not with our signal or services. I suggest contacting manufacturer of modem. I want to thank you for your time today and also to let you know you may be asked to participate in a survey at the end of this session. Since I am chatting with you last it will directly reflect the customer service that I have provided you today and any positive feedback from you would be greatly appreciated. To receive the survey about me, simply click the End Chat button on the upper right corner of this window. Again my name is Blake and thank you for being a Time Warner Cable subscriber. I hope you have a great rest of your day!"

 

Considering that TWC lists the SB6141 as one of their recommended modems, they should at least give a attempt at trying to fix these problems. If all these problems that everyone else has are really the modem's fault, then why does TWC keep recommending it to its customers???

 

 

 

TimePriorityCodeMessage

Jul 01 2016 21:44:25 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 01 2016 20:22:03 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 01 2016 20:12:41 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 01 2016 20:12:41 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:29 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:20 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:35 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 01 2016 20:07:07 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 01 2016 20:06:37 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 01 2016 20:05:59 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 01 2016 20:05:59 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:32 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 01 2016 20:04:30 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 01 2016 20:04:30 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 01 2016 20:03:48 3-Critical R02.0

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

DownstreamBonding Channel Value
Channel ID
Frequency 573000000 Hz  579000000 Hz  585000000 Hz  591000000 Hz  597000000 Hz  603000000 Hz  609000000 Hz  615000000 Hz 
Signal to Noise Ratio 36 dB  36 dB  36 dB  36 dB  37 dB  37 dB  37 dB  37 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  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
-3 dBmV   -3 dBmV   -2 dBmV   -2 dBmV   -1 dBmV   -1 dBmV   -1 dBmV   -1 dBmV  

 

UpstreamBonding Channel Value
Channel ID
Frequency 24200000 Hz  19400000 Hz  30600000 Hz  37000000 Hz 
Ranging Service ID 5123  5123  5123  5123 
Symbol Rate 5.120 Msym/sec  2.560 Msym/sec  5.120 Msym/sec  2.560 Msym/sec 
Power Level 38 dBmV  42 dBmV  48 dBmV  40 dBmV 
Upstream Modulation [3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[3] 16QAM
 
Ranging Status T4 TimeOut  T4 TimeOut  Success  T4 TimeOut 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID
Total Unerrored Codewords 514229353  513518674  513526764  513506955  513499456  513500638  513501924  513499728 
Total Correctable Codewords 187  1250  430  353  134  135 
Total Uncorrectable Codewords 695  591  498  602  1545  1650  1683 

1631 

 

 

 

 

 

 

 

 

 

DownstreamBonding Channel Value
Channel ID
Frequency 573000000 Hz  579000000 Hz  585000000 Hz  591000000 Hz  597000000 Hz  603000000 Hz  609000000 Hz  615000000 Hz 
Signal to Noise Ratio 36 dB  36 dB  37 dB  37 dB  37 dB  37 dB  37 dB  37 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  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
-3 dBmV   -3 dBmV   -2 dBmV   -2 dBmV   -2 dBmV   -2 dBmV   -2 dBmV   -2 dBmV  

 

UpstreamBonding Channel Value
Channel ID
Frequency 24200000 Hz  19400000 Hz  30600000 Hz  37000000 Hz 
Ranging Service ID 5123  5123  5123  5123 
Symbol Rate 5.120 Msym/sec  2.560 Msym/sec  5.120 Msym/sec  2.560 Msym/sec 
Power Level 45 dBmV  42 dBmV  46 dBmV  47 dBmV 
Upstream Modulation [3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[2] 16QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[3] 16QAM
 
Ranging Status Success  T4 TimeOut  Success  Success 

 

Signal Stats (Codewords)Bonding Channel Value
Channel ID
Total Unerrored Codewords 379117999  378407319  378415434  378395716  378388099  378389290  378390568  378388365 
Total Correctable Codewords 162  1134  429  349  133  129 
Total Uncorrectable Codewords 695  591  498  602  1545  1650  1683  1631 

 

13 REPLIES 13
Expert

Re: T3 & T4 timeouts

You have ingress from broadcast TV transmitters, Something is loose or corroded or there's splitters in line with open ports

 

Browser

Re: T3 & T4 timeouts

I am dealing with the same exact issue man.  We also only have internet incoming and nothing else.  Same router, same exact t3/t4 timeouts.

 

I have someone coming out, again, today, so I will let you know if I learn anything.

Expert

Re: T3 & T4 timeouts

start new thread, post levels page, there's no exact same problems or solution

 

Re: T3 & T4 timeouts

According to the all knowing Blake,

 

Blake: No uncorrectables or corrected from modem.
Blake: No ingress or egress on modem
Blake: No packet loss. Good signal levels.

 

I told him, well yea, good signal levels now because it's working now!

 

Nothing is loose in an accesible place to me. Our house is less than 5 years old, so all of the cables (I can see) are fine, no corrosion. All connections are tight. Total cables:

 

  1. Street to TWC box outside house (locked)
  2. Outside box to junction in garage (both cables clean, tight connections)
  3. Junction box in garage to wall plate in room
  4. Wall plate to cable modem

I've gone through that checklist of ~10 things to look for, but since we don't have TV, most of those things don't apply here.

 

How do I get TWC to actually send someone out to look? Blake was a jerk and didn't even attempt to do anything to help, yet he claimed "I am the highest level of support available via chat."

 

 

It just rebooted again 

 

 

Jul 02 2016 06:35:56 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 02 2016 06:35:56 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:25 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 02 2016 06:35:07 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 02 2016 06:34:47 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 02 2016 06:34:46 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 02 2016 06:34:46 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 02 2016 06:34:45 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 02 2016 06:34:43 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 02 2016 06:34:43 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Jul 02 2016 06:34:43 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

Re: T3 & T4 timeouts

Modem just reboot again (about an hour later), T4 timeout. While rebooting, I managed to briefly see a power level of 49 dB for upstream before it died back down to 37. Is there any way for me to monitor in real time, rather than refreshing the cable modem status webpage?

Re: T3 & T4 timeouts

Thanks man. How did you convince them to send someone out? They clearly are blowing me off right now. "Customer Service" is a bit of a misnomer here...

Browser

Re: T3 & T4 timeouts

I have done this already.

 

I was implying my log looks exactly the same, I've gone through the checklist, and I am having the same t3/t4 timeouts.

Community Manager

Re: T3 & T4 timeouts

unhappywithTWC1,  

 

I apologize for the frustration. The T3 and T4 errors do indicate a problem that may require a technician. I would like to take a closer look at the account and, if needed, can schedule a technician for you. Please contact us directly by private message at TWC_ForumsHelp. Please include your account or phone number. We are happy to assist.

 

 

James M.
TWC-Social Media Customer Care
Forum Moderator

Expert

Re: T3 & T4 timeouts


@unhappywithTWC1 wrote:

Modem just reboot again (about an hour later), T4 timeout. While rebooting, I managed to briefly see a power level of 49 dB for upstream before it died back down to 37. Is there any way for me to monitor in real time, rather than refreshing the cable modem status webpage?


Nope, you'd need to write a query program to grab the snapshots.... The intermittents are probably several bad connections down the street somewhere if all your stuff was replaced. TWC is very unwilling to troubleshoot T3 and T4 errors. Best bet is to go hunt down egress on the node yourself and that's probably the ingress point as well. Easy to do if lines are out at the street, impossible if in backyards...

There's usually a mile or two of cable per node and as many as 2000 subscribers on it.

Intermittent upstream levels will cause the T3 and T4 errors if the level changes by more than 3 dB.