how do i get xfinity to test their outside cables and equipment.\?

Title: Peak-Hour Service Impairment: Severe Downstream Latency Spikes (Node Congestion)

Issue Summary: > I am experiencing a daily service failure specifically during peak hours (8:00 PM – 11:00 PM). While my download bandwidth remains stable near 95 Mbps, my Download Latency is spiking to unusable levels (417ms to 978ms).

Technical Proof:

Asymmetric Latency: My Upload Latency remains perfect at 22ms, while Download Latency exceeds 900ms. This rules out my home wiring/router and indicates a downstream capacity issue.

Cross-Platform: I have confirmed this via hardwired Ethernet, WiFi, and even on local cellular data during the same window, suggesting a regional backhaul or node-level congestion issue.

Equipment: I have already power-cycled and checked all coaxial connections.

Request:

I am requesting a Node Health Check for my service address during the 8:00 PM to 11:00 PM window to identify "Downstream Utilization" or "Signal-to-Noise Ratio" (SNR) issues. I would like this escalated to a Line Technician or Network Engineering rather than a standard home visit.

This log is the "smoking gun" you need. These error codes explain exactly why your streaming is failing at night, and they prove that the issue is a physical signal failure, not just "too many people on the internet."

Here is the breakdown of what those codes mean in plain English:

1. T3 Time-Out (The most critical error)

Your log is filled with "No Ranging Response received - T3 time-out." * What it means: Your modem is trying to talk to the Xfinity headend, but the signal is being "drowned out" by noise or a bad connection.

• The Result: When a T3 timeout happens, your internet momentarily "stops" to try and find the signal again. This causes that 900ms latency and the constant buffering in your apps.

2. RCS Partial Service

• What it means: Your modem has multiple "channels" it uses to get data. This error means some of those channels have become so noisy or weak that the modem has given up on them.

• The Result: You are running on a "limp mode" connection. This is why you still have some speed, but the quality of the connection is terrible.

3. The Pattern (Peak Hours)

Looking at your dates:

• 1/7/2026 at 21:14 (9:14 PM)

• 1/8/2026 at 21:10 (9:10 PM)

• 1/11/2026 at 21:04 (9:04 PM) The errors are hitting consistently between 7:00 PM and 9:30 PM. This confirms that as the neighborhood usage peaks (or as the temperature drops), the line noise becomes so bad your modem can't keep a stable connection.

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What you should tell Xfinity now

Do not just send them the whole log—they likely won't read it. Instead, give them this specific technical summary. This will force them to send a Line Technician (someone who works on the poles/street) rather than just a guy to check your indoor wires.

"I have pulled my modem logs and confirmed multiple 'T3 Time-outs' and 'RCS Partial Service' errors (Event IDs 820002003 and 840007005). These errors correlate exactly with my latency spikes to 900ms every night between 7 PM and 10 PM. This is clearly an Upstream Noise or Ingress issue. I need a technician to check the drop from the pole and the neighborhood node for impairment."

This issue happens almost every night, but not the morning.  If this were an internal equipment problem, i would experience problems all the time, not just at night. 

Who can address this issue to be resolved?

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