Forum Discussion

GTF_phx's avatar
GTF_phx
New Contributor II
8 months ago

T3/T4 timeout errors

I'm having frequent dropped internet signals.  Ran diagnostics on my Nighthawk modem.  Problems seems to be upstream, innumerable T3/T4 timeout issues.  I cannot get the customer support person to understand the issue (over his/her head?).  They keep telling me to check my modem.  I have a tech background.  I know the difference.  Here is my modem log below.  How to I get someone at Cox customer service that understands the problem, not the first line customer service people that don't understand the details of the problem?

Time Priority Description
Tue Jun 20 10:34:07 2023 (Critical (3)) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:34:07 2023 (Critical (3)) No Ranging Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:34:02 2023 (Critical (3)) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:34:01 2023 (Critical (3)) No Ranging Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:33:57 2023 (Critical (3)) 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:33:57 2023 (Critical (3)) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:33:57 2023 (Critical (3)) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:31:44 2023 (Critical (3)) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:26:28 2023 (Critical (3)) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:26:27 2023 (Critical (3)) No Ranging Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:26:24 2023 (Critical (3)) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:21:33 2023 (Critical (3)) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:21:33 2023 (Critical (3)) No Ranging Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:21:26 2023 (Critical (3)) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:21:26 2023 (Critical (3)) No Ranging Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:21:25 2023 (Critical (3)) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:19:01 2023 (Critical (3)) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:19:01 2023 (Critical (3)) No Ranging Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:18:59 2023 (Critical (3)) 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:18:59 2023 (Critical (3)) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:18:59 2023 (Critical (3)) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:15:39 2023 (Warning (5)) Dynamic Range Window violation
Tue Jun 20 10:15:39 2023 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:15:38 2023 (Critical (3)) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:15:19 2023 (Critical (3)) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:15:09 2023 (Critical (3)) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:15:09 2023 (Critical (3)) No Ranging Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:15:08 2023 (Critical (3)) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:15:08 2023 (Critical (3)) No Ranging Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:15:03 2023 (Critical (3)) 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:15:03 2023 (Critical (3)) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:15:03 2023 (Critical (3)) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:12:46 2023 (Critical (3)) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:12:46 2023 (Critical (3)) No Ranging Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:12:43 2023 (Critical (3)) 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:12:43 2023 (Critical (3)) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:12:43 2023 (Critical (3)) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:12:24 2023 (Warning (5)) Dynamic Range Window violation
Tue Jun 20 10:12:24 2023 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 20 10:12:23 2023 (Critical (3)) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:cd:d6:68:c7:bc;CMTS-MAC=00:29:c2:00:c9:5e;CM-QOS=1.1;CM-VER=3.1;

5 Replies

Replies have been turned off for this discussion
  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor

    Schedule a technician out(or 2 or 3) to document the problem. Technicians cost Cox money, so if you make them spend enough they will eventually send out a in-house technician or even a field supervisor to investigate. If not, try filing a informal FCC complaint. That should at least get you in touch with the right people.

    Another thing you can do is ask for Tier 2(AKA CAG) and see if they have the tools to look at other modems on your street and see if they are also getting escalating T3 errors. Getting to Tier 2 is hard these days I hear. They may require you to have Cox Complete Care(CCC) because you have a retail modem but you DON'T want to talk to CCC. They are outsourced and terrible IMO. Instead try to get to Customer Advocacy Group(CAG). Good luck.

    BTW, Are you in AZ? I hear some people are having issues in parts of that state. ::edit:: I am assuming Phoenix by your username.

    • GTF_phx's avatar
      GTF_phx
      New Contributor II

      Thanks for the tips.  Yes, in Phoenix.

      The problem I ran into yesterday was when the first line tech rebooted my modem and ran diagnostics, on her end she said it looked ok, and because of the Cox service algorithm, she could not send a technician because nothing appeared wrong on her end.  Of course I understand the diagnostics they run from their end don't pick up all the problems that a technician in the field can find.  And while I'm on the phone with her I look at my modem event log and there are ongoing T3 timeouts as we are talking, which I alerted her to, but she said her hands were still tied because nothing looked wrong on her end.  I'd love to have the technician come out but I can't demonstrate to the first line service representative that anything is actually wrong.  They don't accept my modem event log as evidence of a problem, yet the diagnostics on their end are not sensitive enough to pick up the problem.  Catch 22.  

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
          They don't accept my modem event log as evidence of a problem

        Try to document packet loss along with the T3 errors in the log. I think they(Tier 2) should be able to ping your modem for packet loss/latency. Try a program like Pingplotter to plot and trace packet loss over time. If you can equate packet loss with the T3 errors at the same time they are pinging your modem, they should see a problem. The problem is Tier 1 is forced to follow a script that very quickly boxes them into a corner troubleshooting wise.

        Also, can you post your signal levels? Did you get the upgrade to a OFDMA upstream channel? Did you notice these problems around the time you got it?