Forum Discussion

rickymoore808's avatar
rickymoore808
New Contributor

Hourly T3 and T4 timeouts causing unstable internet - no splitters installed

I'm having hourly T3 and T4 timeouts which is causing my internet to stop working for sometimes 5 minutes, to up to an hour.  I recently had a technical come out due to my modem losing signal and I had a good week of internet afterwards (he found an old splitter and removed it, now my line is directly connected to main input line).  For the last week, I've been having T3/T4 timeouts which are now happening every hour.  

Here is my current power levels, which do not change before or after the timeouts.

   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 33 357.0 -2.6 39.9 7 27
2 Locked QAM256 1 783.0 -8.0 37.6 0 0
3 Locked QAM256 2 789.0 -8.4 37.5 0 0
4 Locked QAM256 3 795.0 -8.5 37.5 0 0
5 Locked QAM256 4 801.0 -8.7 37.3 0 0
6 Locked QAM256 5 807.0 -9.3 37.0 0 0
7 Locked QAM256 6 813.0 -9.9 36.8 0 0
8 Locked QAM256 7 819.0 -9.8 36.9 0 0
9 Locked QAM256 8 825.0 -9.8 36.9 0 0
10 Locked QAM256 17 879.0 -10.6 34.9 0 0
11 Locked QAM256 18 885.0 -11.0 34.9 0 0
12 Locked QAM256 19 891.0 -11.8 34.2 0 0
13 Locked QAM256 20 897.0 -11.5 35.3 0 0
14 Locked QAM256 21 903.0 -10.6 35.7 0 0
15 Locked QAM256 22 909.0 -10.8 35.5 0 0
16 Locked QAM256 23 915.0 -11.0 35.4 0 0
17 Locked QAM256 24 921.0 -11.7 36.6 0 0
18 Locked QAM256 34 363.0 -2.4 41.2 0 0
19 Locked QAM256 35 369.0 -2.6 41.3 0 0
20 Locked QAM256 36 375.0 -2.5 41.3 0 0
21 Locked QAM256 37 381.0 -2.5 41.4 0 0
22 Locked QAM256 38 387.0 -2.8 41.2 0 0
23 Locked QAM256 39 393.0 -2.9 41.3 0 0
24 Locked QAM256 40 399.0 -3.0 41.3 0 0
Total             7 27



   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 1 5120 17.7 36.5
2 Locked ATDMA 2 5120 24.1 37.5
3 Locked ATDMA 3 5120 30.5 38.5
4 Locked ATDMA 4 5120 36.9 38.5
5 Locked ATDMA 6 2560 12.9 36.5
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0

The technician did say that the middle downstream channels have low power readings, but cannot do anything about that until COVID passes.  My problem with this is that I've only had service for two months, and I've had problems the entire two months.  

Here are the error logs from my Motorola MG7700 modem:

   Log  
  
 Time   Priority   Description 
 Thu Jul 16 12:43:37 2020    Critical (3)   No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 14:45:14 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 14:50:39 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 14:58:26 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 17:12:27 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 17:12:27 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 17:50:44 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 17:51:20 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 17:51:51 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 17:54:33 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 17:54:45 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.0;CM-VER=3.0; 
 Thu Jul 16 17:55:09 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.0;CM-VER=3.0; 
 Thu Jul 16 17:55:41 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.0;CM-VER=3.0; 
 Thu Jul 16 18:05:38 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 18:05:38 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 18:08:21 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 18:08:30 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.0;CM-VER=3.0; 
 Thu Jul 16 18:33:33 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 18:33:34 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 18:33:36 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 18:36:16 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv4 
 Thu Jul 16 18:46:28 2020    Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 18:46:29 2020    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 18:58:58 2020    Warning (5)   Unicast DSID PSN startup error 
 Thu Jul 16 19:00:18 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 19:00:18 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 19:00:24 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 19:00:32 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 16 19:00:51 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:66:05:ee;CMTS-MAC=00:59:dc:79:28:f0;CM-QOS=1.1;CM-VER=3.0; 

Interesting enough, I just had a T4 timeout while typing this issue.  Can anyone see anything that I can do to fix this issue?  I've factory reset my modem and router.  I cannot move the modem to another cable drop as I only have one into the house.  Calling or messaging customer service has been less than helpful since I've started my service.  Any help would be appreciated.  

Thanks

2 Replies

Sort By
Most LikedOldestNewest
  • LisaH's avatar
    LisaH
    Moderator
    Hi Rickymoore808. The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High-Speed Internet services with other customers. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us on Twitter at @CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. - Lisa, Cox Support Forums Moderator
    • rickymoore808's avatar
      rickymoore808
      New Contributor

      Lisa, when nobody responds to the help email, what steps should I take?