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Visitor

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2 Messages

Thu, Jul 29, 2021 6:37 PM

Comcast unable to resolve MDD and T3 Timeouts causing several outages daily

Hello all,

I've been having this issue for the last three months and it has now gotten to the point where our internet drops multiple times per day for anywhere from 1 minute up to several hours.  We have had three technicians out to the house, and I have spoken with over 10 phone operators and has shared the information below.  I have replaced our modem twice, router once, the entire length of coaxial cable in my house (which is a single cable with zero splitters, amps, or anything else in-line).  I have also replaced all network cable with CAT6 shielded cable as requested by Comcast.  At this point everything has been replaced in my house and the third technician that came out today literally clipped the ends off of the coaxial and re-terminated them in a new Xfinity box, attached it to my house and said I'm all set.  Not even 30 minutes after the tech left I again had an outage which resulted in the errors below in the event log section of my modem.  I think at this point I will be switching from Comcast as this appears to be an uncorrectable issue from them.

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 1 519.00 MHz 8.00 dBmV 40.37 dB 0 0
2 Locked 256QAM 42 447.00 MHz 7.90 dBmV 40.95 dB 0 0
3 Locked 256QAM 43 453.00 MHz 7.90 dBmV 38.98 dB 0 0
4 Locked 256QAM 44 459.00 MHz 7.60 dBmV 38.61 dB 0 0
5 Locked 256QAM 45 465.00 MHz 7.60 dBmV 38.98 dB 0 0
6 Locked 256QAM 38 471.00 MHz 7.70 dBmV 40.37 dB 6 0
7 Locked 256QAM 39 477.00 MHz 7.30 dBmV 38.98 dB 0 0
8 Locked 256QAM 40 483.00 MHz 6.80 dBmV 38.98 dB 0 0
9 Locked 256QAM 41 489.00 MHz 5.50 dBmV 38.61 dB 0 0
10 Locked 256QAM 33 495.00 MHz 6.40 dBmV 38.98 dB 21 0
11 Locked 256QAM 34 501.00 MHz 7.30 dBmV 40.37 dB 0 0
12 Locked 256QAM 35 507.00 MHz 7.70 dBmV 40.37 dB 0 0
13 Locked 256QAM 36 513.00 MHz 8.10 dBmV 40.37 dB 15 0
14 Locked 256QAM 2 525.00 MHz 7.70 dBmV 38.98 dB 8 0
15 Locked 256QAM 3 531.00 MHz 8.00 dBmV 38.98 dB 0 0
16 Locked 256QAM 4 543.00 MHz 7.60 dBmV 38.98 dB 0 0
17 Locked 256QAM 5 555.00 MHz 7.90 dBmV 40.37 dB 0 0
18 Locked 256QAM 6 561.00 MHz 7.60 dBmV 38.98 dB 0 0
19 Locked 256QAM 7 567.00 MHz 7.50 dBmV 40.37 dB 0 0
20 Locked 256QAM 8 573.00 MHz 8.10 dBmV 40.37 dB 0 0
21 Locked 256QAM 9 579.00 MHz 8.10 dBmV 40.37 dB 0 0
22 Locked 256QAM 10 585.00 MHz 7.50 dBmV 40.37 dB 7 0
23 Locked 256QAM 11 591.00 MHz 7.70 dBmV 40.37 dB 3 0
24 Locked 256QAM 12 597.00 MHz 8.20 dBmV 40.37 dB 6 0
25 Locked 256QAM 13 603.00 MHz 7.80 dBmV 39.90 dB 0 0
26 Locked 256QAM 14 609.00 MHz 7.50 dBmV 39.90 dB 0 0
27 Locked 256QAM 15 615.00 MHz 8.10 dBmV 39.50 dB 0 0
28 Locked 256QAM 16 621.00 MHz 8.00 dBmV 39.50 dB 0 0
29 Locked 256QAM 17 627.00 MHz 7.40 dBmV 39.50 dB 0 0
30 Locked 256QAM 18 633.00 MHz 7.80 dBmV 39.20 dB 7 0
31 Locked 256QAM 19 639.00 MHz 8.30 dBmV 39.50 dB 6 0
32 Locked 256QAM 20 645.00 MHz 7.60 dBmV 39.20 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 kSym/s 22.80 MHz 46.50 dBmV
2 Locked ATDMA 5 1280 kSym/s 39.60 MHz 44.25 dBmV
3 Locked ATDMA 4 5120 kSym/s 16.40 MHz 46.00 dBmV
4 Locked ATDMA 2 5120 kSym/s 29.20 MHz 46.00 dBmV
5 Locked ATDMA 1 5120 kSym/s 35.60 MHz 45.75 dBmV

Time Priority Description
Thu Jul 29 12:17:19 2021 5 RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Thu Jul 29 12:17:19 2021 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Thu Jul 29 12:17:19 2021 5 RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Thu Jul 29 12:17:20 2021 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Thu Jul 29 12:17:20 2021 5 RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Thu Jul 29 12:17:23 2021 5 Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:01:45 1970 3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Thu Jul 29 12:41:12 2021 6 TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;

Responses

Official Employee

 • 

259 Messages

2 m ago

Hello, @pstokes1986; I'm sorry to hear about an issue coming back so quickly after we had a technician out. I can absolutely look into things further for you and see what else we can do as we would hate to lose you as a customer and not do everything in our power to get this fixed. Please send me a Message with the full name of the Account Owner and yourself, if different, as well as the full address on file.

 

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Visitor

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2 Messages

Hi @XfinityKaitlan,

I just sent over a message with the info requested and some details of what I've been dealing with.  Unfortunately upon calling today due to yet another outage I discovered that the "watch guard" I had been put on doesn't exist.  I was told by the technician that came out on the 29th of July that my internet connection would be put on "watch guard" and I would get a call in the event anything was found and another outage occurred.  I was told this "watch guard" does not exist and that what the technician had told me cannot be done.  Please check your messages as I'd like to know why I was outright lied to by a technician, and why he would call me on his cell phone when my service went down again later that same day to ask me to close the ticket so he could leave his current job.

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