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user_a7j73t
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Saturday, May 4th, 2024 8:14 PM

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Connection drops.

This seems to be a common problem. Customers having connectivity issues don't have access to technical support personnel, rather only online tools that continue to tell us we don't have a problem. My service was rock solid for 15+ years, now I'm having dropouts multiple times a day. If a knowledgeable technician simply reviewed my account logs they would see my connection faulting, and see the error codes associated with it. Instead I have the "Xfinity Assistant" which always returns "No fault with your service." Of course there isn't, at the time of automated diagnostics I have a connection. The data logs tell the story why I have faults.

If there is a location to file a trouble report, please let us know, the Paying Customers. I appreciate individuals volunteering their time to help resolve issues, but those of us that have service issues that need to be resolved need a portal to request such service.

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2 years ago

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CCNicolas

Retired Employee

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1.1K Messages

2 years ago

Comment has been converted to a post for assistance.

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XfinityMarcus

Official Employee

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2.1K Messages

2 years ago

user_a7j73t, thank you for reaching out today using the Community Forums page. I understand the importance of working internet service and issues with connectivity are quite frustrating in the digital world we reside. I would be more than happy to take a look at things and see if we can get you back up and running. Is the primary issue you are experiencing the intermittent loss of connection, or do you also come across concerns with latency?

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user_a7j73t

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The problem is intermittent loss of network connection. I've gone as far as connected the modem outside the house to the service drop and still have issues. Not an internal issue, router logs (pfSense) line up with modem logs (Arris SB8200). Replaced modem (Motorola SB6141) as it was exhibiting the same problems, wasn't the modem. Been troubleshooting this in my off hours, it leads back to the service drop. Everything will be working fine, then you get the same recipe of logs every time it looses connectivity.

I'm sure your familiar with logs, so I'll give you the trimmed down version.

Modem logs indicate...

Dynamic Range Windows Violation

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW

REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3
Honoring MDD; IP provisioning mode = IPv6
No Ranging Response received - T3 time-out
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
SYNC Timing Synchronization failure - Loss of Sync
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Router Logs...
exiting on signal 15
WAN_DHCP 192.168.100.1: Clear latency 12002us stddev 39000us loss 7%
WAN_DHCP 192.168.100.1: Alarm latency 1113us stddev 249us loss 22%
send_interval 500ms loss_interval 2000ms time_period 60000ms report_interval 0ms data_len 1 alert_interval 1000ms latency_alarm 500ms loss_alarm 20% alarm_hold 10000ms dest_addr 192.168.100.1 bind_addr 192.168.100.11 identifier "WAN_DHCP "

2 years ago

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XfinityMarcus

Official Employee

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2.1K Messages

user_a7j73t, thank you for that additional information, I would like to take a closer look at things on our end in a direct message. Can you send us one with your full name and complete service address?

 

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

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2 years ago

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EG

Expert

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115.8K Messages

2 years ago

@user_a7j73t @XfinityMarcus 

Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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