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vebeltran's avatar
vebeltran
New Contributor II
11 months ago

T3 Timeouts

I've been experiencing frequent T3 timeouts and packet loss throughout the day on my Netgear CM1200. Had two techs come out so far to look at the issue, but each time they've said that everything looks clean and they don't see any packet loss while they're checking. I'm at a loss for what to do. All of my real-time application usage is getting majorly disrupted, but techs aren't seeing any problems. Is there something I can point toward to help get the techs looking at the right thing? I'm no networking expert and am just trying to figure out how to effectively communicate my issue.

Time Priority Description
Wed Jun 28 12:16:21 2023 Critical (3) Started Unicast Maintenance Ranging - No 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=3.1;
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 753000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 29 753000000 Hz -2.7 dBmV 41.6 dB 0 0
2 Locked QAM256 1 117000000 Hz 4.8 dBmV 45.9 dB 0 0
3 Locked QAM256 2 123000000 Hz 5 dBmV 46 dB 0 0
4 Locked QAM256 3 129000000 Hz 5.1 dBmV 45.9 dB 0 0
5 Locked QAM256 4 135000000 Hz 4.9 dBmV 46 dB 0 0
6 Locked QAM256 5 141000000 Hz 4.5 dBmV 46.1 dB 0 0
7 Locked QAM256 6 147000000 Hz 4.4 dBmV 46.1 dB 0 0
8 Locked QAM256 7 153000000 Hz 4.3 dBmV 46.1 dB 0 0
9 Locked QAM256 8 159000000 Hz 4.2 dBmV 46 dB 0 0
10 Locked QAM256 9 165000000 Hz 4.3 dBmV 39 dB 0 0
11 Locked QAM256 10 171000000 Hz 4.3 dBmV 46.1 dB 0 0
12 Locked QAM256 11 177000000 Hz 4.3 dBmV 46.1 dB 0 0
13 Locked QAM256 12 183000000 Hz 4.4 dBmV 46.1 dB 0 0
14 Locked QAM256 13 189000000 Hz 4.3 dBmV 46.1 dB 0 0
15 Locked QAM256 14 195000000 Hz 4.3 dBmV 46.1 dB 0 0
16 Locked QAM256 15 201000000 Hz 4.4 dBmV 44.9 dB 0 0
17 Locked QAM256 16 207000000 Hz 4.3 dBmV 46 dB 0 0
18 Locked QAM256 17 213000000 Hz 4.4 dBmV 46 dB 0 0
19 Locked QAM256 18 219000000 Hz 4 dBmV 45.9 dB 0 0
20 Locked QAM256 19 225000000 Hz 3.9 dBmV 45.8 dB 0 0
21 Locked QAM256 20 231000000 Hz 3.6 dBmV 45.7 dB 0 0
22 Locked QAM256 21 237000000 Hz 3.6 dBmV 45.7 dB 0 0
23 Locked QAM256 22 243000000 Hz 3.5 dBmV 45.7 dB 0 0
24 Locked QAM256 23 249000000 Hz 3.4 dBmV 45.7 dB 0 0
25 Locked QAM256 24 255000000 Hz 3.3 dBmV 45.3 dB 0 0
26 Locked QAM256 25 729000000 Hz -2.2 dBmV 42.3 dB 0 0
27 Locked QAM256 26 735000000 Hz -2.3 dBmV 42.1 dB 0 0
28 Locked QAM256 27 741000000 Hz -2.5 dBmV 42.1 dB 0 0
29 Locked QAM256 28 747000000 Hz -2.7 dBmV 41.7 dB 0 0
30 Locked QAM256 30 759000000 Hz -2.9 dBmV 41.7 dB 0 0
31 Locked QAM256 31 765000000 Hz -3 dBmV 41.7 dB 0 0
32 Locked QAM256 32 771000000 Hz -3 dBmV 41.7 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 36800000 Hz 37.3 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 30400000 Hz 37 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 24000000 Hz 37 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 17600000 Hz 37 dBmV
5 Locked ATDMA 5 5120 Ksym/sec 60000000 Hz 38.8 dBmV
6 Locked ATDMA 6 5120 Ksym/sec 67000000 Hz 39.3 dBmV
7 Locked ATDMA 7 5120 Ksym/sec 74000000 Hz 39.3 dBmV
8 Locked ATDMA 8 5120 Ksym/sec 81000000 Hz 39.8 dBmV
 
Downstream OFDM Channels
Channel Lock
Status 		Modulation /
Profile ID 		Channel
ID 		Frequency Power SNR /
MER 		Active Subcarrier
Number Range 		Unerrored
Codewords 		Correctable
Codewords 		Uncorrectable
Codewords
1 Locked 0 ,1 ,2 ,3 159 300000000 Hz 2.7 dBmV 45.4 dB 2216 ~ 5975 68065305 5041858 0
2 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 0
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
connection issues
packet loss

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  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    11 months ago

    Your signal levels look good. Can you explain how the coaxial gets from the street to the room the modem is in? Any splitters/amps/filters? Also, do you happen to be in OK? If not and if technicians aren't helping I would suggest filing a informal FCC complaint once you have isolated all your wiring.

    • vebeltran's avatar
      vebeltran
      New Contributor II
      11 months ago

      The coaxial cable runs from a telephone pole along a power line and is clipped to the side of the house. The line then runs along the side of the house, beneath the crawl space, and is fed through the floor of the room with the modem in it. I could not find any splitters, amps, or filters although I'm not 100% confident I'd know what I was looking at and maybe you're looking for a more detailed explanation of how to coaxial is run. I have a tech coming out tomorrow so I can ask them if those are present. I am in Louisiana, so I will look into filing an informal complaint. Is the idea that the complaint would help get my problem escalated to higher levels of tech support?

      Thanks for your response.

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        11 months ago
        Is the idea that the complaint would help get my problem escalated to higher levels of tech support?

        Yes, that is the point. Should escalate you to their corporate line or a engineer. What you are looking for is someone who can look at other modems in your area to see if they are having T3 errors too. If so, you know it has nothing to do with your signal/house. There used to be a program called Edgehealth that did this but very few Cox employees still have access. If you can get ahold of Tier 2(AKA CAG) they might also be able to help however I hear it is difficult to get escalated.

    • vebeltran's avatar
      vebeltran
      New Contributor II
      11 months ago

      I'm not sure how much additional info this provides, but I was able to observe a lot of uncorrectable errors in the connection readout. Don't know if this helps shed any light on the what the issue might be.

      Startup Procedure
      Procedure Status Comment
      Acquire Downstream Channel 753000000 Hz Locked
      Connectivity State OK Operational
      Boot State OK Operational
      Security Enabled BPI+
      IP Provisioning Mode Honor MDD honorMdd(4)
       
      Downstream Bonded Channels
      Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
      1 Locked QAM256 29 753000000 Hz -3.2 dBmV 41.7 dB 70 168
      2 Locked QAM256 1 117000000 Hz 4.4 dBmV 44.9 dB 1677 2079
      3 Locked QAM256 2 123000000 Hz 4.4 dBmV 45.2 dB 2728 5254
      4 Locked QAM256 3 129000000 Hz 4.6 dBmV 45.1 dB 1783 5349
      5 Locked QAM256 4 135000000 Hz 4.4 dBmV 45.3 dB 1941 3392
      6 Locked QAM256 5 141000000 Hz 4.1 dBmV 45.3 dB 1758 2942
      7 Locked QAM256 6 147000000 Hz 3.9 dBmV 45.3 dB 1353 2158
      8 Locked QAM256 7 153000000 Hz 3.8 dBmV 45.3 dB 1380 2072
      9 Locked QAM256 8 159000000 Hz 3.8 dBmV 45.4 dB 1461 2593
      10 Locked QAM256 9 165000000 Hz 3.9 dBmV 39 dB 1332 3092
      11 Locked QAM256 10 171000000 Hz 3.8 dBmV 45.5 dB 1717 2259
      12 Locked QAM256 11 177000000 Hz 3.9 dBmV 45.4 dB 5818 5268
      13 Locked QAM256 12 183000000 Hz 3.9 dBmV 45.6 dB 4644 5054
      14 Locked QAM256 13 189000000 Hz 3.8 dBmV 45.4 dB 1049 1562
      15 Locked QAM256 14 195000000 Hz 3.9 dBmV 45.4 dB 2127 1424
      16 Locked QAM256 15 201000000 Hz 3.9 dBmV 44.5 dB 3992 3557
      17 Locked QAM256 16 207000000 Hz 3.9 dBmV 45.5 dB 2033 1292
      18 Locked QAM256 17 213000000 Hz 3.9 dBmV 45.4 dB 831 1467
      19 Locked QAM256 18 219000000 Hz 3.5 dBmV 45.5 dB 4268 2824
      20 Locked QAM256 19 225000000 Hz 3.4 dBmV 45.3 dB 3491 2404
      21 Locked QAM256 20 231000000 Hz 3.1 dBmV 45.3 dB 722 937
      22 Locked QAM256 21 237000000 Hz 3.1 dBmV 45.3 dB 1783 803
      23 Locked QAM256 22 243000000 Hz 2.9 dBmV 45.2 dB 2831 2545
      24 Locked QAM256 23 249000000 Hz 2.9 dBmV 45.3 dB 1078 721
      25 Locked QAM256 24 255000000 Hz 2.8 dBmV 45 dB 339 699
      26 Locked QAM256 25 729000000 Hz -2.7 dBmV 42.1 dB 61 173
      27 Locked QAM256 26 735000000 Hz -2.8 dBmV 41.8 dB 69 137
      28 Locked QAM256 27 741000000 Hz -2.9 dBmV 41.5 dB 66 160
      29 Locked QAM256 28 747000000 Hz -3.2 dBmV 41.7 dB 44 169
      30 Locked QAM256 30 759000000 Hz -3.3 dBmV 41.8 dB 38 150
      31 Locked QAM256 31 765000000 Hz -3.4 dBmV 41.7 dB 55 187
      32 Locked QAM256 32 771000000 Hz -3.5 dBmV 41.5 dB 69 156
       
      Upstream Bonded Channels
      Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
      1 Locked ATDMA 1 5120 Ksym/sec 36800000 Hz 37.5 dBmV
      2 Locked ATDMA 2 5120 Ksym/sec 30400000 Hz 37.5 dBmV
      3 Locked ATDMA 3 5120 Ksym/sec 24000000 Hz 37.5 dBmV
      4 Locked ATDMA 4 5120 Ksym/sec 17600000 Hz 37 dBmV
      5 Locked ATDMA 5 5120 Ksym/sec 60000000 Hz 39.3 dBmV
      6 Locked ATDMA 6 5120 Ksym/sec 67000000 Hz 39.5 dBmV
      7 Locked ATDMA 7 5120 Ksym/sec 74000000 Hz 40.3 dBmV
      8 Locked ATDMA 8 5120 Ksym/sec 81000000 Hz 40.8 dBmV
       
      Downstream OFDM Channels
      Channel Lock
      Status       		Modulation /
      Profile ID       		Channel
      ID       		Frequency Power SNR /
      MER       		Active Subcarrier
      Number Range       		Unerrored
      Codewords       		Correctable
      Codewords       		Uncorrectable
      Codewords
      1 Locked 0 ,1 ,2 ,3 159 300000000 Hz 2.3 dBmV 45.4 dB 2216 ~ 5975 344825612 26438961 1526
      2 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 0
       
      Upstream OFDMA Channels
      Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
      1 Not Locked 0 0 0 Hz 0 dBmV
      2 Not Locked 0 0 0 Hz 0 dBmV
      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        11 months ago

        Uncorrectables don't cause T3 errors. Uncorrectables are just packet loss and would slow down your connection but wouldn't disconnect it all together. A T3 can because it interrupts the connection between modem and router. I have a feeling this is a issue out on the street/pole.

  • vebeltran's avatar
    vebeltran
    New Contributor II
    11 months ago

    So I had another technician out today, and he was very fortunately able to observe the noise/packet loss as it was happening while checking the lines. He created an ESR ticket and gave me a reference number, saying they'd come by and fix the problem in about a week. Is the only way to keep tabs on this to call in with the ticket reference number and ask about the status? I'm not seeing any way to check the ticket online.

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor
      11 months ago
       Is the only way to keep tabs on this to call in with the ticket reference number and ask about the status?

      Yes. Either that or email Cox at cox.help@cox.com with your account info and ticket number. Congrats on getting the ticket. That step alone can take a long time. Hopefully the maintenance crew can actually track down the issue. Fingers crossed. ðŸ¤ž

      • vebeltran's avatar
        vebeltran
        New Contributor II
        11 months ago

        Yes was really glad to hear next steps were being taken. I'm still tempering my expectations, but hopefully it gets resolved. Thank you for all of your replies & info.