sethmjones's profile

Visitor

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2 Messages

Tuesday, June 7th, 2022 5:08 PM

Closed

Internet disconnects/resets consistently when I try to upload a file

I am have an issue where internet connection keeps dropping. Since late last week it has happened maybe 2-3 times a day during normal browsing but it happens 100% of the time whenever I try to upload a file. It looks like the cable modem is resetting or rebooting because of a Ranging Response T3 timeout. The modem is a Motorola MB8600. I have had similar problems in the past - an XFinity tech visited ~3 months ago and reported finding some network issues in the neighborhood which were scheduled for repair at that time.

Modem logs covering the latest drop, MAC addresses have been redacted where they are nonzero:
 Time Not Established
   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established
   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xxx:5f;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established
   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    08:57:12
Tue Jun 7 2022    Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

Problem Solver

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550 Messages

3 years ago

This often occurs when splitters are used.  If you have any splitters installed, remove them.  If a splitter is necessary for your network, you will need one that is compatible with xfinity's signal.  If there are no splitters, it is possible there is a problem with the feed to your home. If that is the case, you will need to call and schedule a tech visit. Be aware that any problems found outside your home will not be charged, but if there is a problem with the wiring inside your home, even if xfinity installed it, you may be charged for the visit.  Rates depend upon where you are but are in the $70 to $100 dollar range. 

Good luck!  Please post back with the results. 

Visitor

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2 Messages

@NoNoBadPuppy​ the tech who visited 3 months ago inspected the internal wiring and found no issues. I'm not sure if I still have a splitter for my TV service but in any case it was previously working fine and nothing has changed on my end.

Is there any way to schedule a visit without calling in (and probably listening to hold music for a while). I can't find anything on the web site except the support bot and all that will do is reboot the modem (which obviously has been done repeatedly with no improvement).

Problem Solver

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497 Messages

Hi, @sethmjones

 


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 "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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

I no longer work for Comcast.

Problem Solver

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550 Messages

3 years ago

When you get to the main menu, say "Representative".  Sometimes pressing 0 (zero) works as well.  You may well have to go through the scripted response, rebooting, etc, but once that is done ask for the tech visit. If the rep does not comply, ask for the call to be escalated.

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