Time stamp attached to incoming calls is often wrong.

Some kind of update happens at the Head End from time to time and when it does the time stamp on caller ID display jumps ahead 2 minutes and stays that way until another update, or whatever it is happens again then the incoming timestamp will then jump ahead another 2 minutes and now it's off by 4 minutes and stays that way.

I found the following online which I believe is the issue:

"A time synchronization method. The method comprises: sending, by an optical line terminal (OLT), a synchronization message to an optical network unit (ONU); receiving a time delay request message forwarded by the ONU, the time delay request message carrying a first timestamp; and carrying the first timestamp in the time delay request message and sending same to a base station, the time delay response message being used for indicating to the base station to adjust the local time thereof according to the first timestamp. Also disclosed at the same time are an OLT, an ONU and a time synchronization system.

Timestamp counters of the active and standby OLTs in an Ethernet passive optical network (EPON) backbone optical fiber protection system can be effectively synchronized, and the offline state of the optical network unit (ONU) caused by timestamp drift in handover can be avoided"

Techs know nothing. Customer support in SE Asia know nothing. This certainly seems to be something that is fixable, if anyone really cared.

Xfinity, do you really care? Tell the truth.

Maybe this timestamp business is still under the legal auspices of the FCC. Is it? I'm ready to find out.

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XfinityBradM

Official Employee

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762 Messages

9 days ago

Hey there, @user_969b88. That seems like quite an interesting situation and can see why you've experienced some difficulty getting this issue resolved. Is it only on incoming calls? How are you seeing the timestamp? What sort of troubleshooting steps have you taken from your end?

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user_969b88

Visitor

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4 Messages

Incoming calls only. I have a digital display whose only purpose is to decode and display the contents of the data packet that's included with every incoming call. The display is connected in series with the telephone. Call comes in, leaves the modem, goes to and through the display then continues on to the telephone. The display decodes the timestamp, callerID and phone number contained within the packet of information and displays it. The time should be absolutely correct. But it's not often enough.

I've had this problem before and it's always fixed by someone finally realizing what the problem is and squaring it up. It's not impossible. In fact it seems easy to do. There's nothing I can do from my end except ignore it or complain.

I'm really believing this is a fiber related sync problem, that's ignored or just isn't taken seriously. But it should be.

What do you think?

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9 days ago

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XfinityBradM

Official Employee

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762 Messages

What teams did you work with in the past if you've had this issue before? Were there any specific tools or steps they outlined to you or did the agents simply say it was resolved? Being that it's a 3rd party device, have you contacted the manufacturer about the issue?

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9 days ago

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user_969b88

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I don't know what the fixing teams' official title might be. I know it was escalated to them behind the scene by whoever lower level tech support person I was dealing with at the time. I can assure you that the device manufacturer or the device itself has nothing to do with this problem. The device IS NOT broken. After the timestamp problem was 'fixed', the next incoming call had the right time attached to it.

"Call comes in, leaves the modem, goes to and through the display then continues on to the telephone. The display decodes the timestamp, callerID and phone number contained within the packet of information and displays it."

That's it. Although it also keeps track of the last 25 calls that came in, the above is all this device does. It works flawlessly.

Every incoming phone call has this data packet attached to it. Every one.

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9 days ago

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XfinityKei

Official Employee

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1.2K Messages

@user_969b88 Just to confirm, the digital display is a separate device from the caller ID on your phone? Have you had the chance to reset or unplug your device/phone?

Are you also using cordless phones?

Are there any splitters, amplifiers etc connected as well?

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9 days ago

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user_969b88

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Please stop trying to obfuscate this issue. The ball is being dropped at the local head end. That's where the problem is. Fix it.

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9 days ago

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Home Phone Service & Equipment

user_969b88

Time stamp attached to incoming calls is often wrong.

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