Frequent Visitor
•
6 Messages
Connectivity Problems - Frequent T3 Timeouts
Hello! Around the end of May we started experiencing intermittent connectivity problems. We replaced our modem with a brand new one (an Arris SB6190), and that didn't help. The new modem's event log and status page showed frequent T3 timeouts and upstream channels dropping out.
A technician came out in early June and did some work on the connection at the side of the house. He then checked the line between the side of the house and the back of the modem and thought everything there looked fine there. After he left, the issues resumed, with connectivity dropping sometimes several times each hour.
A more experienced technician then came out and ended up replacing a connector on the utility pole that feeds the house. For maybe a day or two everything seemed great! However, the issues have resumed. The modem logs show frequent T3 timeouts, sometimes high numbers of correctable and uncorrectable codewords, and fluctuating upstream channel power values that seem to be sometimes toward the low end and sometimes toward the high end of the acceptable range. There are no splitters in the line.
Is it possible there’s something strange happening with the CMTS or the node? If so, is there a way to escalate this to someone who handles that? Or is my best bet just to start with an agent again and see if they are willing to send a third technician out?
I'll post some event log entries and downstream/upstream values below in case that is useful. Thanks in advance for any insight or assistance.
sw20
Frequent Visitor
•
6 Messages
5 years ago
Here's another status snapshot.
System time: Fri Jul 03 12:28:22 2020
Up time: 32 minutes
0
sw20
Frequent Visitor
•
6 Messages
5 years ago
System Time: Fri Jul 03 12:37:24 2020
Up Time: 6 minutes
0
sw20
Frequent Visitor
•
6 Messages
5 years ago
Event Log Snippet:
0
sw20
Frequent Visitor
•
6 Messages
5 years ago
Still having issues here. After a system up-time of fewer than 20 minutes, my connection dropped again while I was trying to post. Here's part of the event log from last night and today:
And here's a snapshot of the downstream/upstream stats during a previous outage today:
0
techguy42
New Poster
•
5 Messages
5 years ago
Funny. That is exactly what I'm dealing with. I'm getting "No Ranging Response received - T3 time-out" on my SB6141 modem. Support tried to say that it was my modem, but when they sent me one of their own the problem persisted. I've now been on hold for 2.5 hours and waiting. I'm guessing there are others with similar issues.
This is very frustrating. I've called Xfinity/Comcast 10's of times and have never really gotten any help.
0
techguy42
New Poster
•
5 Messages
5 years ago
Yep, I did the same thing. Have been looking at this for some time and taking snapshots so I could respond to Comcast support people when they told me something that is inconsistent with the data.
0
RonM17
Frequent Visitor
•
9 Messages
5 years ago
Good luck. I have a topic open on the same issue.
Based on all of the reading I've done, this is a symptom of warm weather increasing resistance in Xfinity's lines. I have replaced a modem, removed a splitter in my house, and had two technicians visit -- still no resolution, and Xfinity seems happy enough to let this issue persist through the summer while still charging us full rate.
I'd love to get an Xfinity rep to comment on their lack of response to what seem to be annual instances of T3 timeouts.
0
MegMac
New Poster
•
1 Message
5 years ago
I'm not sure if I'm technically having the same problems (I have no idea what T3 timeouts are), but I'm getting kicked off our internet several times each day. We use the internet for work and school in our house and this just cannot keep happening! I've tried calling several times, but just stay on hold for hours with nobody ever picking up. Just right now I've been on hold for well over an hour now, but can't get anyone. How did you get those reports? I'd like to check mine.
0
techguy42
New Poster
•
5 Messages
5 years ago
Interesting hypothesis about this being an environmental variable in the form of temperature. In my case I don't think it is the issue. I just got off the phone with Comcast after being on hold for over 3 hours. They said that they could see no signs of a physical issue (i.e. power levels, signal-to-noise levels) which I would expect to see if it were heat related. It's in the 90's outside. The weird thing is that every once in a while the levels do get bad and that is when my signal drops, but these dips are momentary, inconsistent with our temperature hypothesis because temperatures didn't fluctuate at all during that time. Good luck on figuring your issue out. If/when I figure mine out I'll be sure to post. Thanks!
0
mikebox121
Contributor
•
36 Messages
5 years ago
I have a similar issue. Mine is usually just bad cables caused by squirrels and other animals. My issue is that Comcast is refusing to come out at all. You seem to have had multiple technicians come out already. What did you say to get them to actually come?
They keep saying they can only go outside because of COVID and I am fine with that, but in a couple week nobody has come by yet.
0
0
RonM17
Frequent Visitor
•
9 Messages
5 years ago
Google your modem model and "IP address" -- should be 192.168.100.1 or something like that.
Default login is usually "admin/password" or some variation of that.
Go to the Signal tab to check signal levels and Log tab to check for timeouts.
0
sw20
Frequent Visitor
•
6 Messages
5 years ago
As for getting a tech to come out, back in late May/early June there was actually a “schedule a technician visit” option I reached after going through some troubleshooting steps in the Xfinity app. That’s how the first visit happened. That option has apparently been removed from the app now.
When the problems persisted, I chatted with an agent through the app, told them what was happening, and got the “we can’t send anyone out” response. The agent said they couldn’t see any problems on their end but that they’d open a ticket, continue to monitor our service, and contact me for further troubleshooting.
They texted after a while to ask if the issues were persisting. When we replied “yes”, we were then able to schedule another tech visit.
0
0
techguy42
New Poster
•
5 Messages
5 years ago
Yeh, they tried to send a tech onsite for me, but I said that they had already done that 3 times and I'm still having the same problem. I asked them if they were seeing any physical issues in terms of signal levels and they said "no." My question to them was, "why would you send someone onsite to fix a physical problem that didn't exist?" They had no answer. It's just a game of putting you off until you finally give up and go away I'm guessing. I've been at this since December of last year. Maddening!
0
0
Tralpat
New Poster
•
1 Message
5 years ago
I am new to Xfinity (about the last 2 weeks). This has been happening to me as well. However, my issues don't start until early evening (5pm or so). I have been trying to get in touch with someone but the customer service for them seems to be pretty terrible. Time to start shopping for another provider already.
0
RonM17
Frequent Visitor
•
9 Messages
5 years ago
@Tralpat
Get out while you can. I have been fighting this for a month.
It's gotten to the point where I can't even get a chat support agent. Just an incredibly awful company (as if we didn't already know that).
0