Intermittent connection issues, lots of T3 and T4 errors

Question

Hi,I am experiencing intermittent but frequent connectivity issues.&nbsp; I was initially told it was my modem. I replaced the modem and still experience the same problems. Now online support says it is the new modem. Can anyone help me figure out what is happening?
The most common errors are&nbsp;

2021-04-09, 22:42:49
Critical (3)
Started Unicast Maintenance Ranging - No Response received - T3 time-out

occurring simultaneously with my disconnects. The modem will reconnect, but it may take seconds or may take minutes.
I have received T4 errors as well.
Additionally, I have received these but I'm not sure which are noteworthy.

2021-04-09, 22:44:31
Warning (5)
Dynamic Range Window violation

2021-04-09, 22:44:31
Warning (5)
RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW

2021-04-09, 22:56:23
Notice (6)
CM-STATUS message sent. Event Type Code: 16

My modem's connection stats are below.

&lt;tabindex=-1&gt;Startup Procedure

Procedure
Status
Comment

Acquire Downstream Channel
879000000 Hz
Locked

Connectivity State
OK
Operational

Boot State
OK
Operational

Security
Enable
BPI+

IP Provisioning Mode
Honor MDD
IPv4 only

&lt;tabindex=-1&gt;Downstream Bonded Channels (Partial Service)

Channel
Lock Status
Modulation
Channel ID
Frequency
Power
SNR / MER
Unerrored Codewords
Correctable Codewords
Uncorrectable Codewords

1
Locked
QAM256
17
879000000 Hz
1.3 dBmV
32.8 dB
152410479
27103
37

2
Locked
QAM256
1
783000000 Hz
-2.1 dBmV
41.4 dB
177488079
4234
96

3
Locked
QAM256
5
807000000 Hz
-0.6 dBmV
41.9 dB
177494658
1533
42

4
Locked
QAM256
13
855000000 Hz
-0.1 dBmV
41.8 dB
177499025
541
0

5
Locked
QAM256
2
789000000 Hz
-2.0 dBmV
41.4 dB
151589277
16448
48

6
Locked
QAM256
21
903000000 Hz
-1.8 dBmV
41.2 dB
174986372
36366
135202

7
Locked
QAM256
22
909000000 Hz
-2.2 dBmV
41.1 dB
99807023
27506
95373

8
Locked
QAM256
23
915000000 Hz
-1.1 dBmV
41.5 dB
97831375
26740
115525

9
Locked
QAM256
24
921000000 Hz
-1.0 dBmV
41.6 dB
26440701
9204
40375

10
Locked
QAM256
25
927000000 Hz
0.0 dBmV
42.0 dB
172483912
22587
101254

11
Locked
QAM256
26
933000000 Hz
0.3 dBmV
42.0 dB
177526177
45
0

12
Locked
QAM256
27
939000000 Hz
0.2 dBmV
41.9 dB
177529946
39
0

13
Locked
QAM256
28
945000000 Hz
-0.3 dBmV
41.7 dB
177533660
6
0

14
Locked
QAM256
29
951000000 Hz
-1.2 dBmV
40.9 dB
177537247
5
0

15
Locked
QAM256
30
957000000 Hz
-2.1 dBmV
41.2 dB
177537829
2278
835

16
Locked
QAM256
31
963000000 Hz
-1.6 dBmV
41.4 dB
177544446
4
29

17
Locked
QAM256
32
969000000 Hz
-1.9 dBmV
41.3 dB
177548646
0
0

18
Locked
QAM256
3
795000000 Hz
-0.4 dBmV
42.1 dB
151706165
1843
35

19
Locked
QAM256
4
801000000 Hz
0.7 dBmV
42.3 dB
151711880
3469
28

20
Locked
QAM256
6
813000000 Hz
-3.1 dBmV
41.0 dB
151719364
3074
34

21
Locked
QAM256
7
819000000 Hz
-4.9 dBmV
40.1 dB
151728309
1922
91

22
Locked
QAM256
8
825000000 Hz
-4.1 dBmV
40.5 dB
151735526
2262
5

23
Locked
QAM256
9
831000000 Hz
-1.9 dBmV
41.6 dB
151741090
3602
67

24
Locked
QAM256
10
837000000 Hz
0.6 dBmV
42.4 dB
151752148
773
0

25
Locked
QAM256
11
843000000 Hz
1.4 dBmV
42.6 dB
151757109
2818
40

26
Locked
QAM256
12
849000000 Hz
1.0 dBmV
42.4 dB
151764289
2039
65

27
Locked
QAM256
14
861000000 Hz
0.3 dBmV
36.1 dB
151772927
1516
0

28
Locked
QAM256
15
867000000 Hz
0.7 dBmV
37.9 dB
151733909
45250
2635

29
Locked
QAM256
16
873000000 Hz
1.6 dBmV
40.9 dB
151788652
354
0

30
Not Locked
Unknown
0
0 Hz
0.0 dBmV
0.0 dB
0
0
0

31
Locked
QAM256
19
891000000 Hz
-1.1 dBmV
36.2 dB
77381000
2193628
2822694

32
Locked
QAM256
20
897000000 Hz
-2.1 dBmV
41.5 dB
151792950
51
0

&lt;tabindex=-1&gt;Upstream Bonded Channels

Channel
Lock Status
Modulation
Channel ID
Frequency
Power

1
Locked
ATDMA
1
19300000 Hz
51.3 dBmV

2
Locked
ATDMA
2
25800000 Hz
56.3 dBmV

3
Locked
ATDMA
3
32200000 Hz
58.8 dBmV

4
Locked
ATDMA
4
38600000 Hz
58.8 dBmV

5
Not Locked
Unknown
0
0 Hz
0.0 dBmV

6
Not Locked
Unknown
0
0 Hz
0.0 dBmV

7
Not Locked
Unknown
0
0 Hz
0.0 dBmV

8
Not Locked
Unknown
0
0 Hz
0.0 dBmV

&lt;tabindex=-1&gt;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
159
300000000 Hz
3.1 dBmV
41.8 dB
1108 ~ 2987
126723662
6276709
1792782

2
Not Locked
0
0
0 Hz
-1.3 dBmV
0.0 dB
0 ~ 4095
0
0
0

&lt;tabindex=-1&gt;Upstream OFDMA Channels

Channel
Lock Status
Modulation / Profile ID
Channel ID
Frequency
Power

1
Not Locked
Unknown
0
0 Hz
0 dBmV

2
Not Locked
Unknown
0
0 Hz
0 dBmV

Current System Time:&nbsp;Fri Apr 09 23:00:37 2021

System Up Time:&nbsp;1:05:46

&lt;tabindex=-1&gt;Downstream Bonded Channels (Partial Service)

Channel
Lock Status
Modulation
Channel ID
Frequency
Power
SNR / MER
Unerrored Codewords
Correctable Codewords
Uncorrectable Codewords

1
Locked
QAM256
17
879000000 Hz
1.4 dBmV
32.8 dB
76381996
18262
9

2
Locked
QAM256
1
783000000 Hz
-2.1 dBmV
41.4 dB
101455281
0
0

3
Locked
QAM256
5
807000000 Hz
-0.6 dBmV
41.8 dB
101459427
0
0

4
Locked
QAM256
13
855000000 Hz
0.0 dBmV
42.0 dB
101462805
0
0

5
Locked
QAM256
2
789000000 Hz
-2.0 dBmV
41.5 dB
75553409
14948
2

6
Locked
QAM256
21
903000000 Hz
-1.7 dBmV
41.5 dB
99008144
24094
88901

7
Locked
QAM256
22
909000000 Hz
-2.2 dBmV
41.3 dB
94081764
26967
93758

8
Locked
QAM256
23
915000000 Hz
-1.1 dBmV
41.6 dB
21880953
10327
45192

9
Locked
QAM256
24
921000000 Hz
-1.0 dBmV
41.7 dB
20692402
7995
37387

10
Locked
QAM256
25
927000000 Hz
0.0 dBmV
41.9 dB
96493512
13887
63116

11
Locked
QAM256
26
933000000 Hz
0.3 dBmV
42.0 dB
101488973
0
0

12
Locked
QAM256
27
939000000 Hz
0.2 dBmV
41.9 dB
101492770
0
0

13
Locked
QAM256
28
945000000 Hz
-0.3 dBmV
41.8 dB
101496304
0
0

14
Locked
QAM256
29
951000000 Hz
-1.3 dBmV
41.0 dB
101500053
0
0

15
Locked
QAM256
30
957000000 Hz
-2.0 dBmV
41.3 dB
101501707
1524
522

16
Locked
QAM256
31
963000000 Hz
-1.6 dBmV
41.3 dB
101507320
4
29

17
Locked
QAM256
32
969000000 Hz
-1.9 dBmV
41.2 dB
101511290
0
0

18
Locked
QAM256
3
795000000 Hz
-0.4 dBmV
42.1 dB
75670764
8
35

19
Locked
QAM256
4
801000000 Hz
0.7 dBmV
42.3 dB
75678145
7
28

20
Locked
QAM256
6
813000000 Hz
-3.1 dBmV
39.5 dB
75685161
16
17

21
Locked
QAM256
7
819000000 Hz
-4.9 dBmV
40.0 dB
75693094
15
24

22
Locked
QAM256
8
825000000 Hz
-4.2 dBmV
40.7 dB
75700587
0
0

23
Locked
QAM256
9
831000000 Hz
-1.9 dBmV
41.7 dB
75707428
0
0

24
Locked
QAM256
10
837000000 Hz
0.6 dBmV
42.5 dB
75715605
0
0

25
Locked
QAM256
11
843000000 Hz
1.4 dBmV
42.5 dB
75722848
0
0

26
Locked
QAM256
12
849000000 Hz
0.9 dBmV
42.4 dB
75729094
0
0

27
Locked
QAM256
14
861000000 Hz
0.3 dBmV
36.1 dB
75737008
0
0

28
Locked
QAM256
15
867000000 Hz
0.8 dBmV
35.5 dB
75731887
12394
5

29
Locked
QAM256
16
873000000 Hz
1.6 dBmV
40.6 dB
75751735
0
0

30
Not Locked
Unknown
0
0 Hz
0.0 dBmV
0.0 dB
0
0
0

31
Locked
QAM256
19
891000000 Hz
-1.0 dBmV
27.9 dB
10237441
14286
16223

32
Locked
QAM256
20
897000000 Hz
-2.1 dBmV
41.3 dB
75756078
0
0

&lt;tabindex=-1&gt;Upstream Bonded Channels

Channel
Lock Status
Modulation
Channel ID
Frequency
Power

1
Locked
ATDMA
1
19300000 Hz
51.3 dBmV

2
Locked
ATDMA
2
25800000 Hz
55.8 dBmV

3
Locked
ATDMA
3
32200000 Hz
58.8 dBmV

4
Locked
ATDMA
4
38600000 Hz
58.8 dBmV

5
Not Locked
Unknown
0
0 Hz
0.0 dBmV

6
Not Locked
Unknown
0
0 Hz
0.0 dBmV

7
Not Locked
Unknown
0
0 Hz
0.0 dBmV

8
Not Locked
Unknown
0
0 Hz
0.0 dBmV

&lt;tabindex=-1&gt;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
159
300000000 Hz
3.3 dBmV
40.8 dB
1108 ~ 2987
72680458
823183
16756

2
Not Locked
0
0
0 Hz
-1.3 dBmV
0.0 dB
0 ~ 4095
0
0
0

&lt;tabindex=-1&gt;Upstream OFDMA Channels

Channel
Lock Status
Modulation / Profile ID
Channel ID
Frequency
Power

1
Not Locked
Unknown
0
0 Hz
0 dBmV

2
Not Locked
Unknown
0
0 Hz
0 dBmV

bens1 · Answer

Hi @ Iambookcase,

I know it is frustrating to have unresolved issues with your modem. There are a lot of timeouts on your modem.  Are there any splitters or amplifiers that are connected to the coaxial that is screwed into the back of your modem? If so can you please bypass any splitters/amplifiers and plug it directly into the wall from the modem?
Ben S.
Cox Support Forums Moderator

iambookcase · Answer

I think a tech might have put in a splitter in the box outside on my house, because I live in a condo association with several units closeby. I don't have any splitters on my end though.

jonathanj · Answer

@iambookcase

Since the splitter may be outside I suggest scheduling a technician out. Please email your full name, address, and a link to this thread to cox.help@cox.com.

Jonathan J                                   
Cox Moderator

iambookcase · Answer

Thanks Jonathan.
I sent an email to support. A tech came out this morning and removed a splitter from the house box, but it did not resolve the time out issue. If anything, now my downstream power levels are higher and my upstream power levels remain too high. It is still averaging 3-4 T3 timeouts per hour and the log is constantly filled with "CM-STATUS message sent. Event Type Code: 16" as well as codes for 20, 22, and 24.Hopefully support can get this resolved because the connection has been unusable.

Forum Discussion

Intermittent connection issues, lots of T3 and T4 errors

4 Replies

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