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Kojiro

join:2012-07-31

SB6120 - Intermittent T3 and T4 errors all of a sudden

A week or so ago, we noticed a W.O.W. truck next to one of the telephone poles in our neighborhood. As soon as that happened, the lights on our SB6120 started showing blue (meaning it is utilizing Docsis 3.0 from what I gather).

The internet will now intermittently cut out for 30 seconds to 2 min at a time. From what I am reading online and comparing these outages to my log, these are being caused by T4 modem errors. I also noticed that the firmware model of the modem was a much older one. The tech at wow had no idea what I was talking about when I asked if they could do an upgrade on it for us.

I'm pretty much at the end of my rope with this internet and I can't keep using it the way it currently is. Here is all of the information available when I look at the modem diagnostic pages (personal serials and such removed):

Task Status
DOCSIS Downstream Channel Acquisition Done
DOCSIS Ranging Done
Establish IP Connectivity using DHCP Done
Establish Time Of Day Done
Transfer Operational Parameters through TFTP Done
Register Connection Done
Cable Modem Status Operational
Initialize Baseline Privacy Skipped
Cable Modem Operation Value
Current Time and Date Jul 30 2012 21:06:59
System Up Time 0 days 0h:7m:26s
Downstream Bonding Channel Value
Channel ID 2 1 4 6
Frequency 669000000 Hz 663000000 Hz 681000000 Hz 645000000 Hz
Signal to Noise Ratio 35 dB 35 dB 35 dB 35 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-8 dBmV -7 dBmV -6 dBmV -8 dBmV
Upstream Bonding Channel Value
Channel ID 5
Frequency 33600000 Hz
Ranging Service ID 0
Symbol Rate 2.560 Msym/sec
Power Level 42 dBmV
Upstream Modulation [3] QPSK
[3] 64QAM

Ranging Status Success
Signal Stats (Codewords) Bonding Channel Value
Channel ID 2 1 4 6
Total Unerrored Codewords 19712243 19712158 19713159 19713249
Total Correctable Codewords 47 12 0 0
Total Uncorrectable Codewords 1493 1621 561 473

Configuration
Frequency Plan: North American Standard/HRC/IRC
Upstream Channel ID: 5
Favorite Frequency (Hz) 669000000
MDD IP Mode Override (MIMO) Inactive
Modem's IP Mode IPv4 Only
DHCP Server Enabled
The SURFboard cable modem can be used as a gateway to the Internet by a maximum of 32 users on a Local Area Network (LAN). When the Cable Modem is disconnected from the Internet, users on the LAN can be dynamically assigned IP Addresses by the Cable Modem DHCP Server. These addresses are assigned from an address pool which begins with 192.168.100.11 and ends with 192.168.100.42. Statically assigned IP addresses for other devices on the LAN should be chosen from outside of this range

Note:
Resetting the cable modem to its factory default configuration will remove all stored parameters learned by the cable modem during prior initializations. The process to get back online from a factory default condition could take from 5 to 30 minutes. Please reference the cable modem User Guide for details on the power up sequence.

Time Priority Code Message
Jul 30 2012 21:07:58 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 21:05:20 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 21:05:20 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 21:04:54 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:12 6-Notice
Cable Modem Reboot due to T4 timeout ;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 20:59:14 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 20:58:44 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:12 6-Notice
Cable Modem Reboot due to T4 timeout ;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 20:20:49 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 20:20:20 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:12 6-Notice
Cable Modem Reboot due to power reset ;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 20:00:06 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 19:59:36 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:12 6-Notice
Cable Modem Reboot due to T4 timeout ;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 19:53:11 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 19:52:41 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 19:52:12 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 19:52:12 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 19:52:11 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Jul 30 2012 19:49:18 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=00:23:74:f2:12:82;CMTS-MAC=00:01:5c:24:95:87;CM-QOS=1.1;CM-VER=3.0;
Model Name: SB6120
Vendor Name: Motorola
Firmware Name: SB6120-1.0.2.4-SCM01-NOSH
Boot Version: PSPU-Boot 1.0.0.4m1
Hardware Version: 3.0
Firmware Build Time: Nov 24 2009 19:46:23
This page provides an overview of the Modem Configuration Manager, and brief troubleshooting information. The help here is applicable only to the Cable Modem functionality.
The Modem Configuration Manager is divided into several pages, each with a unique purpose. To access any one of these pages, click on the appropriate link at the top or bottom of each page. To update the information while viewing these pages, press the Refresh button on your browser.
Name Purpose
Modem Status The Modem Status Page provides information about the startup process of the Cable Modem. When you first access the Cable Modem, this page is displayed. The last line of the Modem Status Page gives the status of the Cable Modem. Under normal conditions this should read "Operational". If the last line does not read "Operational", a Standard Checkup should be performed.
Modem Signal The Modem Signal Page provides information about the connection between the Cable Modem and the cable company.
Modem Addresses The Modem Addresses Page provides information about the network connection between the Cable Modem and your computer. Also, it provides details about the connection between the Cable Modem and the service provider's computer systems.
Modem Configuration The Modem Configuration Page provides information about the current configuration of the Cable Modem.
Modem Logs The Modem Logs Page provides diagnostic messages generated by the Cable Modem. It is intended for use by a qualified technician.
Modem Help The Modem Help Page provides information about how to troubleshoot the Cable Modem.
Cable Modem Standard Checkup

Check to make sure that the coaxial cable connecting your Cable Modem to the cable wall outlet is connected, and that the screws have been tightened.
Check to make sure that the power cord on the Cable Modem is plugged into a wall outlet, and that the Power light on the front of the Cable Modem is on.
Check to make sure that the 10/100BaseT Ethernet cable between the Cable Modem and your computer is connected, and the connectors are locked in place.
Check to make sure that the Send, Receive, and Online lights on the front of the Cable Modem are on or blinking. If the lights are off and do not blink, reboot the modem by disconnecting and reconnecting the power plug in the back of the modem.
Please consult the Cable Modem User Guide for additional information.



troubleagain

@wideopenwest.com

Hopefully WOW_Dan will be along to fix things.

Good thing you knew to post here. Think about all the other WOW customers with issues who don't know about this site and only get the response from CS like you did.

WOW_Dan should let CS know about all the issues he resolves.



WOW_Dan
Premium
join:2011-03-24
Naperville, IL
kudos:34
reply to Kojiro

Can you provide me your account number or the phone number on your account? I can take a quick look at it and see if I can tell you anything from here.