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user_obtgse
1st Topic

2 Messages

Wednesday, January 17th, 2024 7:21 PM

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WiFi Dropping Every 20 Minutes

We work from home and have been having problems with our network losing a connection several times a day. I have contacted Comcast at least 3 times and nothing has changed, they keep saying the settings are wrong...blah blah blah. It never works and getting them to schedule a tech is like pulling teeth. I want out of comcast. I hate this service and it's messing with my ability to work and earn an income. How do I get my issue actually resolved with a CS agent that isn't just going to tell me to unplug the thing. Like I didn't do that already. 

I cannot work, play games, or watch TV because every few minutes this service goes out. I am absolutely livid and this point. What am I paying for?

Question

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Updated 

1 year ago

51

1

0

XfinitySara

Official Employee

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1.8K Messages

1 year ago

Hello, @user_obtgse! Thank you for creating a new post about your service concerns. I'm sorry to hear about your intermittent connectivity, and I would love to see what our Digital Care Team can do to help! It sounds like you've talked to various agents already, but have you had a chance yet to review our Connection Troubleshooting Tips? If not, please take some time to look that over, and let us know if you notice anything that can be adjusted on your end. If not, we may have to pull up your account and take a closer look (which we're happy to do!)

2

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user_obtgse

2 Messages

This is what it seems like it is:

T3 and T4 timeouts. This means the cable modem has sent ranging requests without receiving a response from the upstream control center (CMTS). Your modem talks to the CMTS with a series of synchronize/acknowledge responses. This process is called ranging. During ranging, the modem sends a response to the CMTS essentially saying  "Hey, can you hear me?". If the modem doesn't receive a response back in the specified time frame, it logs the event as a critical T3 timeout. The modem then increases the ranging power (US TX), which is the technical equivalent of raising its voice to the CMTS, again saying "Hey, can you hear me?". If no response is received, the modem logs another T3 timeout. The process repeats until the modem and the CMTS establish communication at an acceptable level. An occasional T3 timeout is normal and not a reason for concern. If you see multiple T3 timeouts in a single day, it's an indication that a less-than-optimal condition exists.

It's going in and out all day. We might have a few days of it being ok and only doing it a couple of times, but in this extreme cold we are having, it is going in and out constantly. 

1 year ago

0

XfinityJanelle

Official Employee

 • 

1.6K Messages

Thank you for providing the information to us. We would love to look further into this. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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1 year ago

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