New Poster
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4 Messages
Outage Credit
I have had multiple service outages in my local area that have caused my internet to be out during the middle of the day for an hour (11/30/20, 12/1/20, and 12/8/20). I had to setup my mobile Tmobile hotspot so that I could continue performing remote learning for my middle school students. Tmobile charges money for any usage over 10GB and I would like to get a daily credit for the inconvenience provided by xfinity as they have performed unannounced maintenance in the middle of the day.
Accepted Solution
CCTeds
Gold Problem Solver
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18.9K Messages
4 years ago
@jmcchri Apologies for the issue and the experience that you described above.
We have placed credit on your account for the days without services. Apologies for the service interruptions and thanks for your patience.
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jmcchri
New Poster
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4 Messages
4 years ago
I thought I would post some of the errors that I've been consistently seeing on my cable modem (Motorola MB8600) so my post comes up on keyword search by other xfinity customers. ***Please note that these errors don't necessarily mean it is an xfinity service outage issue. Xfinity customers should still take the time to recheck items that they are responsible for maintaining in their home (e.g. coax cable runs, cable splitters, customer-provided wireless AP\router and cable modem). If all of the aforementioned items are properly maintained and serviced by the xfinity customer, then the following cable modem errors "might" also be caused by local node\xfinity service issues that an xfinity customer can not rectify and are the sole responsibility of xfinity support personnel to identify and resolve:
Time
Priority
Description (MAC address has been blocked for privacy and security)
11:41:37
Mon Dec 21 2020
Warning (5)
MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:41:41
Mon Dec 21 2020
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:42:13
Mon Dec 21 2020
Notice (6)
CM-STATUS message sent. Event Type Code: 22; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:42:17
Mon Dec 21 2020
Notice (6)
CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:42:59
Mon Dec 21 2020
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:42:59
Mon Dec 21 2020
Warning (5)
MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:05
Mon Dec 21 2020
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:05
Mon Dec 21 2020
Warning (5)
MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:16
Mon Dec 21 2020
Critical (3)
No Ranging Response received - T3 time-out;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:19
Mon Dec 21 2020
Notice (6)
CM-STATUS message sent. Event Type Code: 22; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:19
Mon Dec 21 2020
Notice (6)
CM-STATUS message sent. Event Type Code: 23; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:24
Mon Dec 21 2020
Warning (5)
MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:24
Mon Dec 21 2020
Notice (6)
CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:26
Mon Dec 21 2020
Notice (6)
CM-STATUS message sent. Event Type Code: 22; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:28
Mon Dec 21 2020
Notice (6)
CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:30
Mon Dec 21 2020
Notice (6)
CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:37:37
Mon Dec 21 2020
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:37:37
Mon Dec 21 2020
Warning (5)
MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:37:37
Mon Dec 21 2020
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:37:39
Mon Dec 21 2020
Warning (5)
MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:37:44
Mon Dec 21 2020
Critical (3)
No Ranging Response received - T3 time-out;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:38:08
Mon Dec 21 2020
Notice (6)
CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:38:32
Mon Dec 21 2020
Notice (6)
CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:38:40
Mon Dec 21 2020
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:38:41
Mon Dec 21 2020
Warning (5)
MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:38:47
Mon Dec 21 2020
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:38:47
Mon Dec 21 2020
Warning (5)
MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:39:24
Mon Dec 21 2020
Critical (3)
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:40:27
Mon Dec 21 2020
Critical (3)
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:40:37
Mon Dec 21 2020
Critical (3)
No Ranging Response received - T3 time-out;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:40:42
Mon Dec 21 2020
Notice (6)
Honoring MDD; IP provisioning mode = IPv6
12:41:10
Mon Dec 21 2020
Notice (6)
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
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CCTeds
Gold Problem Solver
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18.9K Messages
4 years ago
@jmcchri
Apologies again. Credit has been applied as appropriate.
Most all of the recent outages in your area have been labeled as unplanned. Scheduled non-emergency maintenance work is typically done in the overnight hours as to have a lesser impact on our customers.
We have ETRs (Estimated Time of Repairs) that we can communicate to customers based on outages.
Sometimes those ETRs can change and vary depending on the scope and complexity of the issue.
TheETRs can change once our technician arrives on the scene of a fiber cut or a car crash into a utility pole or waiting for the police or fire department to declare an area safe.
These are some examples of items that can impact any ETR. Thanks for your patience.
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jmcchri
New Poster
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4 Messages
4 years ago
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XfinityJosephA
Official Employee
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1.4K Messages
4 years ago
Hello, jmcchri, I'm sorry this latency is impacting your ability to use service. Please click on my username to use the send message option. Just include your name and service address so we can take a closer look at your connection and signal quality.
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BonniePharmD
New Poster
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1 Message
4 years ago
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XfinityMarcos
Official Employee
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1.8K Messages
4 years ago
Hello, @BonniePharmD, Thank you for reaching out to us today on the Forums and giving me a chance to help you with your pesky interruptions concerns. I know those are lame, I can only imagine how you've been feeling over the past 3-days, but I have your back. In order to get started can you please send me a private message with your full name? To send a private message, click my name "ComastMarcos", then click "send message".
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rimbong
New Poster
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1 Message
4 years ago
Can I directly send you my name for the outage credit?
We have been lost the service for 3days.
Thanks!
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CCShayne
Not applicable
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20 Messages
4 years ago
Hello Rimbong, yes you or anyone else that needs assistance specific to your account can send us a private message at anytime.
When you do so, please include with your first and last name as well as your address so I can locate your account.
To send a private message, click my name " ComcastShayne", then click "send a message".
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XfinityBillie
Official Employee
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2.8K Messages
4 years ago
Hello @moreno6723 I would be happy to assist you with making sure the appropriate adjustment is applied for any time you were without service. Please click on my handle "ComcastBillie" and send us a private message with your full name and address to get started.
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moreno6723
New Poster
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1 Message
4 years ago
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Frank3961
New Poster
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1 Message
4 years ago
Would like to know if I am eligible for outage credit?
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CCTeds
Gold Problem Solver
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18.9K Messages
4 years ago
@Frank3961
We went ahead and credited for the service outages you encountered this week due to the storms.
As a courtesy, we have also credited back any late charges and reactivation fees incurred over the past months. I hope that helps. Thanks for your patience and hang in there.
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sbarrera91
Regular Visitor
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2 Messages
4 years ago
Good Evening,
I am writing because I had outages for 4 straight days durring the winter storm in Houston TX. I was wondering if I could get a credit for that. It was from Monday February 15th to Thursday February 18th. It would be really helpful seeing as this was and still is a hectic time for us.
Thank you for your time,
Sandra
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XfinityJamesC
Official Employee
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1.7K Messages
4 years ago
Greetings, @sbarrera91! I can definitely help with this request. If you could send me a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Private Message, please click on my name (ComcastJamesH) and select “Send a message”.
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