U

5 Messages

Wednesday, August 14th, 2024 1:15 AM

Daily t-3 timeouts, losing internet connection for work

Probably 4-5 times a day I am having to reset my router because my internet keeps dropping. Had a service tech come out but he said everything looks fine and to call back in if issues persist... after 3 days of trying to get someone on the phone, they tell me that they boosted my signal and it should be fixed now? An hour later, my internet dropped. First week here with this new Xfinity plan and it's already a nightmare trying to get help. 

I have netgear CM500 modem and netgear nighthawk R6700v2 router. At my previous place before I moved last week, I used the exact same router and modem setup and had no issues. When my internet is working, it's fast, works fine. Just drops too often and I drop from work calls. 

I factory restarted my modem, then cleared the event log. This happened not too long ago: 

Probably 4-5 times a day I am having to reset my router because my internet keeps dropping. Had a service tech come out but he said everything looks fine and to call back in if issues persist... after 3 days of trying to get someone on the phone, they tell me that they boosted my signal and it should be fixed now? An hour later, my internet dropped. First week here with this new Xfinity plan and it's already a nightmare trying to get help. 

I have netgear CM500 modem and netgear nighthawk R6700v2 router. At my previous place before I moved last week, I used the exact same router and modem setup and had no issues. When my internet is working, it's fast, works fine. Just drops too often and I drop from work calls. 

I factory restarted my modem, then cleared the event log. This happened not too long ago: 

Time

Priority

Description

2024-8-13, 16:59:08

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

2024-8-13, 16:59:01

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.0;CM-VER=3.0;

2024-8-13, 16:58:50

Critical (3)

16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;

2024-8-13, 16:58:50

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;

2024-8-13, 16:58:50

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;

2024-8-13, 16:58:47

Warning (5)

Dynamic Range Window violation

2024-8-13, 16:58:46

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;

2024-8-13, 16:58:40

Warning (5)

Dynamic Range Window violation

2024-8-13, 16:58:26

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;

2024-8-13, 16:58:22

Critical (3)

16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;

2024-8-13, 16:58:22

Critical (3)

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;

2024-8-13, 16:58:22

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;

2024-8-13, 16:58:03

Warning (5)

Dynamic Range Window violation

2024-8-13, 16:57:14

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;

 

Accepted Solution

5 Messages

2 months ago

FIXED UPDATE: I had an xfinity tech come out here and rerun a new wire from my house to the line on the street. He said he didn't think it would fix it, suggested it was probably the modem. After replacing the wire, he did say it seemed to be a little older. Since then (sunday morning) to now as I type this, (Wednesday morning), my internet hasn't dropped. Before, it was dropping 5 times a day. So, it was just a bad wire from the street to my house. 

Official Employee

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1.1K Messages

@user_hlbkgh Thanks for the update! So glad the tech was able to resolve your connection drops by replacing that outside line. If you need anything else please don't hesitate to create a new post! Have a great rest of your day! 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 Messages

I have been having the same issue for about 2 weeks and no resolution. Now XFINITY is sending a technician out but is going to charge me. This is very poor customer service! If anything I should be compensated for all these issues and days with poor service. 

Expert

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106.9K Messages

3 months ago

@user_hlbkgh What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

(edited)

5 Messages

Currently, the correctables and uncorrectables are pretty low. Internet is working fine. I'm also noticing a series of DoS attacks that are in my router input log. I've pasted them below as well. Am I getting DoS'd?
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 42 447000000 Hz 5.1 dBmV 40.3 dB 27 150
2 Locked QAM256 43 453000000 Hz 5.2 dBmV 40.3 dB 16 75
3 Locked QAM256 44 459000000 Hz 5.2 dBmV 40.3 dB 16 48
4 Locked QAM256 45 465000000 Hz 5.2 dBmV 40.3 dB 8 61
5 Locked QAM256 38 471000000 Hz 5.2 dBmV 40.4 dB 5 34
6 Locked QAM256 39 477000000 Hz 5.2 dBmV 40.5 dB 6 33
7 Locked QAM256 40 483000000 Hz 5.2 dBmV 40.5 dB 9 37
8 Locked QAM256 41 489000000 Hz 5 dBmV 40.4 dB 9 29
9 Locked QAM256 33 495000000 Hz 5 dBmV 40.4 dB 17 88
10 Locked QAM256 34 507000000 Hz 5.3 dBmV 39.9 dB 8 66
11 Locked QAM256 35 513000000 Hz 5.4 dBmV 40.7 dB 25 59
12 Locked QAM256 36 519000000 Hz 5.5 dBmV 40.9 dB 15 83
13 Locked QAM256 1 525000000 Hz 5.5 dBmV 40.8 dB 19 87
14 Locked QAM256 2 531000000 Hz 5.4 dBmV 40.8 dB 10 58
15 Locked QAM256 3 537000000 Hz 5.4 dBmV 40.7 dB 8 36
16 Locked QAM256 4 543000000 Hz 5.4 dBmV 40.7 dB 8 40
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 16400000 Hz 38 dBmV
2 Locked ATDMA 1 2560 Ksym/sec 10400000 Hz 37.8 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 38.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 29200000 Hz 38.8 dBmV

[DoS attack: ACK Scan] from source: 34.98.110.65:443 Wednesday, August 14,2024 15:50:56       
[DoS attack: ACK Scan] from source: 34.98.110.65:443 Wednesday, August 14,2024 15:50:27       
[DoS attack: ACK Scan] from source: 35.234.126.59:443 Wednesday, August 14,2024 15:45:11       
[DoS attack: ACK Scan] from source: 40.118.171.167:443 Wednesday, August 14,2024 15:44:13       
[DoS attack: ACK Scan] from source: 52.108.79.30:443 Wednesday, August 14,2024 15:43:04       
[DoS attack: ACK Scan] from source: 34.111.24.1:443 Wednesday, August 14,2024 15:42:44       
[Time synchronized with NTP server time-a.netgear.com] Wednesday, August 14,2024 15:42:24       
[DoS attack: ACK Scan] from source: 52.109.13.64:443 Wednesday, August 14,2024 15:42:23       
[DoS attack: ACK Scan] from source: 52.108.240.79:443 Wednesday, August 14,2024 15:42:19       
[Internet connected] IP address: 73.74.14.224 Wednesday, August 14,2024 15:42:10       
[Internet disconnected] Wednesday, August 14,2024 15:42:02       
[DoS attack: ACK Scan] from source: 172.64.152.233:443 Wednesday, August 14,2024 15:39:54       
[DoS attack: ACK Scan] from source: 35.234.126.59:443 Wednesday, August 14,2024 15:39:10       
[DoS attack: ACK Scan] from source: 151.101.129.140:443 Wednesday, August 14,2024 15:37:44       
[DoS attack: ACK Scan] from source: 151.101.1.140:443 Wednesday, August 14,2024 15:37:24       
[DoS attack: ACK Scan] from source: 35.234.126.59:443 Wednesday, August 14,2024 15:36:10       
[DoS attack: ACK Scan] from source: 172.64.152.233:443 Wednesday, August 14,2024 15:35:48       
[DoS attack: ACK Scan] from source: 151.101.1.140:443 Wednesday, August 14,2024 15:35:23       
[DoS attack: ACK Scan] from source: 151.101.1.140:443 Wednesday, August 14,2024 15:34:40       
[DoS attack: ACK Scan] from source: 151.101.193.140:443 Wednesday, August 14,2024 15:34:19       
[DoS attack: ACK Scan] from source: 151.101.193.140:443 Wednesday, August 14,2024 15:33:54       
[DHCP IP: (192.168.1.4)] to MAC address A0:02:A5:76:82:61 Wednesday, August 14,2024 15:33:37       
[DoS attack: ACK Scan] from source: 23.52.42.21:80 Wednesday, August 14,2024 15:33:32       
[DHCP IP: (192.168.1.4)] to MAC address A0:02:A5:76:82:61 Wednesday, August 14,2024 15:33:32       
[DoS attack: ACK Scan] from source: 151.101.1.140:443 Wednesday, August 14,2024 15:27:25       
[DoS attack: ACK Scan] from source: 3.229.190.242:443 Wednesday, August 14,2024 15:27:05       
[DoS attack: ACK Scan] from source: 20.190.4.251:443 Wednesday, August 14,2024 15:26:18       
[DoS attack: ACK Scan] from source: 35.190.43.134:443 Wednesday, August 14,2024 15:06:59       
[DoS attack: ACK Scan] from source: 35.190.43.134:443 Wednesday, August 14,2024 15:06:16       
[DoS attack: ACK Scan] from source: 23.62.142.2:443 Wednesday, August 14,2024 15:05:55 

Regular Visitor

 • 

4 Messages

3 months ago

at least your error log has something in it. My connection drop 4+ times a day with nothing at all in the log.

5 Messages

That's true. Sorry to hear that. 

Official Employee

 • 

995 Messages

Hi there, @user_hlbkgh! Thanks for reaching out to us here on the Community Forums! We would be happy to check into this further and see if we can figure out what's going on. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

 • 

1.3K Messages

Hi there, @user_dlrs74 I'm very sorry for the connectivity issues you are experiencing with your internet, I know how frustrating connectivity issues are. Since it's been a few days since you last posted are you still experiencing connectivity issues? If so please reach back out so we get you taken care of.-Richard

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Expert

 • 

106.9K Messages

3 months ago

@user_hlbkgh OK so even though the signal status values looked good at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is intermittent noise ingress into the line(s) / an upstream channel / return path impairment somewhere.


There are other signal stat values 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 (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and check those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

5 Messages

Thanks for your response; i will keep an eye out for an additional comcast corporate employee response

3 Messages

I am having the exact same barrage of T3 timeouts. I've spent a ton of money moving from the S33/Netgear X10 R9000 to the MB8611/Asus AX11000 PRO tri band.

I've changed cable from the splitter outside to my modem, all ethernet cables. Frustrating. I screen shot my modem log daily. Shows 16 consecutive T3 timeouts, speeds are great (1.2gbps/40mbs) when they work, and absolutely unusable when it starts to drop connection at random.

Tech was at my house, replaced connectors and put a drop box on the house, etc.... I cannot duplicate the issue so the tech says everything is fine.... This all started when Hurricane Helen came through. I'm certain the issue is at the pole, somewhere outside, maybe loose connection at the TAP. I don't know but it's not my equipment... I even activated an old SB6141 modem to see, and nope. 

I don't know how to get ahold of a REAL PERSON at xfinity to actually have a conversation and SHOW someone who understands, my event log. I have been with xfinity for 13 years and I cannot justify spending $130 a month for internet that is unusable half of the time... 

I'm at a loss... Have another appointment scheduled probably with another contractor or tech to say "looks fine on our end!".

Extremely frustrating..... 

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