Visitor
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2 Messages
Frequent internet drops and T3/T4 timeouts - tech says all is well!
Hi there!
Hoping someone can advise me on how to proceed. I've been having internet connection issues for several weeks, often worse on weekends and in evening but overall quite unpredictable and variable in timing. Some days I cannot stream a movie without the spinning circle and/or "you are not connected to the internet" appearing every few mins. My son who games says the internet is often glitchy and notices it more than when watching TV. I spent 2 hrs with 2 different support techs who said they were 100% sure they fixed the problem and everything looked great at their end but really they made no difference at all. Finally I was able to convince them to send a tech out who when I showed them some modem logs said he had no idea what they meant. He measured the downstream power and said it was too high (about 10dBmV) saying it could overwhelm the modem and even damage it and just installed a splitter/attenuator to reduce the downstream power by 5dBmV. He said the signal was great and if there were still problems then my modem (Motorola MB8611) must be bad. The problem as I suspected continued after the tech visit.
I have read that T3 and T4 timeouts are rarely if ever due to the modem and more likely something to do with excessive noise from the node or ISP plant. I also noticed there are lots of corrected and uncorrected errors which again seem to point to line noise issues from my research.
Please let me know how I should proceed to get this sorted. Thanks in advance!
Here is the modem log from the day after the tech visit. Overall a pretty good 24hrs actually. It's been much worse.
[Image removal: Mac addresses]
Here is the connection info after several days of restarting the modem:
XfinityQue
Official Employee
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355 Messages
3 days ago
To move forward with your concern, please send us a direct message with your full name and complete service address. From there I can authenticate your account and assist you further.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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Pezza
Visitor
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2 Messages
7 hours ago
So I DM'd support who said he could see my signal could use some work. He said he tried to send a signal to my modem but it was offline so could not. My modem was in fact online but for some reason every chat support person I have interacted say that it's off line. No idea why. My xfinity app 99% of the time also reports my modem as being offline. In other forums and reddit posts people say it can be due to comcast having the wrong MAC address but I'm not sure coz I've given them my MAC address multiple times over the chat, my modem works when it isn't dropping out and the tech that cam also verified the MAC address.
Anyway, ultimately a second tech appointment was set up. I rebooted my modem and within 2 mins of it coming back online tens of thousands of errors had been logged. The downsteam channel light on my MB8611 flashed continuously meaning it could not bond any of the channels for a more stable connect I believe.
Yesterday morning the internet drops were horrific. Even my Alexa couldn't play songs without interruption despite the buffering and gaming was impossible. Here is the modem log...
[Image Removed: "Personal Information - MAC Addresses"]
I get a call from comcast in the evening confirming I have an appointment set up and they tell me they can see my modem is online and working, ask me if the modem lights are on, etc, etc. I tell them the issue is intermittent and ask to keep the appointment.
Then about half an hour later something happened!! The modem rebooted itself and since then I have had ZERO corrected or uncorrected errors on all QAM256 channels and both upstream and downstream lights are now solid blue = channels bonded! No T3 or T4 timeouts have been logged for over 12 hours and there have been no timeouts! That hasn't happened since I began having issues a few weeks ago! I am wondering if somehow comcast was finally able to send a signal to my modem with software/protocol updates that allowed my modem to connect properly and bond channels to get a stable signal??! I rescheduled my appointment and will keep an eye on how things go with my connection today. Hopefully it is finally fixed! If so I will cancel the appointment I rescheduled.
(edited)
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