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Nick440's avatar
Nick440
New Contributor
12 months ago

Intermittent loss of internet daily basis

My internet drops for a few minutes on a daily basis.

This started happening when I moved to a new address in the same city.

I own my own modem and support will not authorize a service dispatch to look into this and said I need to contact Arris for support.

Every time my internet drops I see these events on the modem (Arris SB6183)

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=3.0;

Followed by this when the connections starts working:

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;

REG RSP not received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

My signal levels are:

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 21 801000000 Hz 8.2 dBmV 33.4 dB 3377 0
2 Locked QAM256 17 777000000 Hz 7.4 dBmV 34.0 dB 1088 0
3 Locked QAM256 18 783000000 Hz 7.7 dBmV 34.1 dB 1382 0
4 Locked QAM256 19 789000000 Hz 7.8 dBmV 34.0 dB 1941 0
5 Locked QAM256 20 795000000 Hz 8.0 dBmV 34.0 dB 2802 0
6 Locked QAM256 22 807000000 Hz 8.1 dBmV 33.9 dB 5096 0
7 Locked QAM256 23 813000000 Hz 8.2 dBmV 32.9 dB 6820 0
8 Locked QAM256 24 819000000 Hz 8.4 dBmV 33.1 dB 9045 0
9 Locked QAM256 25 825000000 Hz 8.8 dBmV 33.2 dB 11286 0
10 Locked QAM256 26 831000000 Hz 9.0 dBmV 33.5 dB 16020 0
11 Locked QAM256 27 837000000 Hz 9.1 dBmV 33.6 dB 19895 0
12 Locked QAM256 28 843000000 Hz 9.1 dBmV 33.5 dB 28781 0
13 Locked QAM256 29 849000000 Hz 9.1 dBmV 32.6 dB 38288 0
14 Locked QAM256 30 855000000 Hz 9.1 dBmV 33.2 dB 47448 0
15 Locked QAM256 31 861000000 Hz 9.0 dBmV 33.3 dB 56968 0
16 Locked QAM256 32 867000000 Hz 9.2 dBmV 33.3 dB 74034 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 17600000 Hz 42.7 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 24000000 Hz 42.7 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 30400000 Hz 42.7 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 36800000 Hz 42.7 dBmV

I believe the T3 time-out error is a loss of communication from my modem to the CMTS and not sure how Arris support would troubleshoot this further.  They want $39.99 to open a support case.

Does anyone have any suggestions as to what this error message means and how to get support from Cox?

 

 

12 Replies

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  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor

    Wow, Tier 1 by phone is getting pretty bad. The T3 errors are from noise/ingress on the upstream. I think the T4 errors are from you somewhat low downstream SNR but I am not sure. It should be above 35-36 but you power level is on the high side. Are you going through a amp or splitter of any kind? If you have a direct connection I would demand a tech. As long as it is a outside problem there should be no cost. If you are really worried, get Cox Complete Care for a few months to cover the cost.

      • Nick440's avatar
        Nick440
        New Contributor

        I am willing to pay for the tech if the fault is on my equipment but their systems would not allow a dispatch at all.