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T3 Timeout Problems
I have been having the error "Started Unicast Maintenance Ranging - No Response received - T3 time-out" which accompany internet disconnects or dramatic slow downs for a few months now. This is happening on a daily basis. It occurred over 30 times this morning according to my modem log (which is full with today's critical errors so it is possibly more). Two techs have come out and "fixed" issues that made the issue better for a couple of days before it started again. The first tech confirmed that the issue was not on my end. I was told another tech was coming out to check the node but I never received confirmation that anything was done and have seen no improvement in service. I spoke to a Cox service person on the phone and she was supposed to call me back and let me know what was done but she never did (that was two weeks ago).
On May 20 I used the chat option to contact another Cox rep in tech support. I requested that my issue be sent to a higher tier of service because all of the "fixes" done so far were only temporary and did not solve the problem. I have heard nothing back on this request. The reference number for that report was CUI000003400641.
I'm getting the impression that the node can't handle the traffic of this new subdivision. If that is the issue and you guys aren't going to upgrade it any time soon please let me know. I would prefer switching to more reliable internet than continuing with getting the run around on this issue.
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Tecknowhelp
Valued Contributor II
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2.8K Messages
Traffic doesn't cause T3 errors. Can you post your signal levels of the modem?
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Eli_Ryan
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Tecknowhelp
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Signal levels look good. Must be something with the US SNR we can't see. Any other errors in the logs besides T3's. I notice uncorrectables on channel 3. I also notice you are bonding 12x4, do you happen to live in LA?If so, they have been doing work for a while to open the 4th upstream channel. Possible related?
PS. CUI tickets are customer tickets used for reference, not for follow up. If I had to guess, I would say the ticket was a smoke screen. Have any of the technicians out to your house put in tickets with maintenance?
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Eli_Ryan
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I get T-4 errors every now and then but mostly T-3s. The uncorrectable are usually a lot higher but they reset when I have a lot of t-3 errors like today. Yes, I'm in Louisiana.
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Tecknowhelp
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I will let a moderator take over then. Good luck.
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Eli_Ryan
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The second tech to come to my house put in a ticket and said they would check upstream lines the next day. When it wasn't done, I called and they said it would be 2-3 days before it was done. They volunteered to call me back and let me know what they found but never did. I'm getting the impression that they know what the problem is but don't want to actually fix it.
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Tecknowhelp
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Did you get THAT ticket number? That's what needs to be followed up on, thus the moderator.
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Eli_Ryan
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No, I wasn't offered a ticket number on that one. I should have. I didn't realize how much I was going to have to push this issue to get it fixed at the time.
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Eli_Ryan
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Do moderators reply to all of these threads or do I need to start harassing tech support again? It's been quite a while since I originally posted. I don't want this to get buried under new threads.
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Tecknowhelp
Valued Contributor II
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2.8K Messages
Sometimes. Usually if they see the conversation going off course or if a user ask for one. You can also email them at cox.help@cox.com and reference this thread.
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Eli_Ryan
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Ok thanks. Back to harassing tech support. They are supposedly sending another tech out tomorrow. Not very hopeful that this is getting fixed at this point.
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EdwardH
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Eli_Ryan
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It seems to happen a lot from 6am - 10am in the morning and 6pm - 8pm in the evening CST. Those are the most frequent times but they do happen some outside those time frames. I had 7 T-3s this morning around 5:44am and about 30 yesterday morning around 10:00am.
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Eli_Ryan
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The tech came out, claimed it was problems with noise in my lines then left. The T3 disconnects went away completely for two days like they always do after a tech visits. Today they are back with a vengeance. My modem log is full of T3 disconnects from this morning.
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ChrisL
Former Moderator
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7.1K Messages
I looked at this again for you and I'm not seeing any indication of ongoing trouble. Are you still experiencing any connection problems?
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