Visitor
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2 Messages
Constant T3 Disconnections Over Past Few Days
Hi all,
Over the past few days, I have been experiencing network issues during random times of the day. After looking through the event logs for my week-old modem (Motorola Mb7621), I noticed a lot of T3 timeouts, as well as some SYNC timing synchronization failures and a T4 failure. I have been in contact with a few agents who have walked through the standard processes (restarting modem, plugging directly into wall, etc.), and the issues have not been resolved. I have included images of my modem's event log and signal levels below in the imgur album. Any help would be greatly appreciated!
EG
Expert
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118.4K Messages
5 years ago
The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel-return path impairment somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
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XfinityJosephA
Official Employee
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2.3K Messages
5 years ago
Hello, @acdo, I am sorry you have been experiencing network issues randomly over the past few days. I realize this must be inconvenient especially if you have called us and the issue keeps occurring. Thanks for the modem logs, this info helps. I used to have a Motorola modem and I used to check my activity often. I would say a strong majority of the time if T3 and T4 timeouts are confirmed a tech needs to come out. Sometimes you can replace coaxial cables, splitters between the modem and cable outlet (if any) and make sure everything is tight and connected properly. It sounds like you have done this on phone calls if you connected your modem directly to the cable outlet on the wall.
When you have a moment use the chat icon on the top right corner and send your name and service address to "Xfinity Support." Once I locate your account, we can check on your modem and schedule an appointment if needed.
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acdo
Visitor
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2 Messages
5 years ago
Hi @ComcastJosephB, thanks for the prompt response. I am waiting for my apartment maintenance to replace the coaxial cable, as I cannot do that myself. If that doesn't seem to fix the problem, then I will do as suggested and send my name and service address to "Xfinity Support". I will keep you updated in this forum. Thank you!
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user_3693a4
Visitor
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1 Message
5 years ago
Hello, for the past two weeks we keep loosing internet. Your website says you’re experiencing power outage. We need the internet for work. This has been happening to often. What can be done to fix this? Is the problem on my end or yours? Thank you <Edit personal information>
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