17 Messages

Tuesday, July 8th, 2025

Frequent outages that last 1 to 5 minutes (This company has the worst customer service I've ever dealt with)

I had a similar problem last year. Cable changed form pole to modem. I haven't made any changes since then so there are no unnecessary splitters, etc.

I made an appointment for a tech to come and they are scheduled for this Friday morning. Posting here just to make sure keeping the appointment is a good idea.

Last years thread with all the details:

https://forums.xfinity.com/conversations/your-home-network/internet-keeps-going-out-modem-reboot-resolves/66a918451466ce252a85da03

Logs from today:

Thu Jul 03 16:19:52 2025    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Thu Jul 03 16:20:05 2025    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40...................................:00;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 03 16:20:14 2025    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40.........................................:00;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 03 16:20:35 2025    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:.........................................::00;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 03 16:20:58 2025    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:90.........................................:QOS=1.0;CM-VER=3.0; 
 Thu Jul 03 16:21:11 2025    Notice (6)   Received REG-RSP while in REG-HOLD1 state;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:90.........................................:-QOS=1.0;CM-VER=3.0; 
 Thu Jul 03 16:25:59 2025    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:90.........................................:QOS=1.0;CM-VER=3.0; 
 Thu Jul 03 16:26:05 2025    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Thu Jul 03 16:27:05 2025    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40.............................:;CMTS-MAC=00:90:.......................:-QOS=1.1;CM-VER=3.0; 
 Thu Jul 03 16:28:10 2025    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40.......................;CMTS-MAC=00:90:..................................-QOS=1.1;CM-VER=3.0; 
 Thu Jul 03 16:28:28 2025    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40.......................;CMTS-MAC=00:90:.............;CM-QOS=1.0;CM-VER=3.0; 
 Thu Jul 03 16:28:47 2025    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Thu Jul 03 16:29:23 2025    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:90:...............;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 03 16:29:30 2025    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:................;CMTS-MAC=00:90.......................;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 03 16:29:43 2025    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:3.....................;CMTS-MAC=00:90...................CM-QOS=1.0;CM-VER=3.0; 
 Thu Jul 03 16:29:59 2025    Notice (6)   Received REG-RSP while in REG-HOLD1 state;CM-MAC=00:40...................;CMTS-MAC=00:90:...................CM-QOS=1.0;CM-VER=3.0; 
 Thu Jul 03 16:30:00 2025    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40..................;CMTS-MAC=00:90................CM-QOS=1.0;CM-VER=3.0; 
 Thu Jul 03 16:30:05 2025    Notice (6)   Received REG-RSP while in REG-HOLD1 state;CM-MAC=00:40:3..................;CMTS-MAC=00:90:................;CM-QOS=1.0;CM-VER=3.0; 
 Thu Jul 03 16:32:03 2025    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:3..................;CMTS-MAC=00:9........................;CM-QOS=1.0;CM-VER=3.0; 
 Thu Jul 03 16:32:07 2025    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Thu Jul 03 17:13:33 2025    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:................;CMTS-MAC=00:9......................;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 03 17:14:38 2025    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40.............;CMTS-MAC=00:90:f.................;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 03 17:15:01 2025    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:.................;CMTS-MAC=00:90....................CM-QOS=1.0;CM-VER=3.0; 
 Thu Jul 03 17:15:23 2025    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:.......................;CMTS-MAC=00:90:.......................CM-QOS=1.0;CM-VER=3.0; 
 Thu Jul 03 17:15:26 2025    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Tue Jul 08 08:08:41 2025    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:.......................;CMTS-MAC=00:90.......................-QOS=1.1;CM-VER=3.0; 
 Tue Jul 08 08:08:41 2025    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:.......................;CMTS-MAC=00:90:.......................;CM-QOS=1.1;CM-VER=3.0; 
 Tue Jul 08 08:08:45 2025    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:65:a0:82;CMTS-MAC=00:90.......................;CM-QOS=1.1;CM-VER=3.0; 
 Tue Jul 08 08:09:51 2025    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:.......................;CMTS-MAC=00:.......................-QOS=1.1;CM-VER=3.0; 
 Tue Jul 08 08:10:13 2025    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:.......................-MAC=00:90:f.......................;CM-QOS=1.0;CM-VER=3.0; 
 Tue Jul 08 08:10:39 2025    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:.......................;CMTS-MAC=00:90:.......................;CM-QOS=1.0;CM-VER=3.0; 
 Tue Jul 08 08:10:42 2025    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Tue Jul 08 10:35:24 2025    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40..........;CMTS-MAC=00:90:...................;CM-QOS=1.1;CM-VER=3.0; 

Connection



   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 411000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  



   Connection Status    
   System Up Time 41 days 01h:17m:09s  
  
   Network Access Allowed  
  



   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 4 411.0 0.5 43.0 5966 5084
2 Locked QAM256 1 393.0 0.2 43.2 6477 4261
3 Locked QAM256 2 399.0 0.3 43.2 5942 4718
4 Locked QAM256 3 405.0 0.4 43.2 6233 4189
5 Locked QAM256 5 417.0 0.5 43.3 5778 4052
6 Locked QAM256 6 423.0 0.7 43.4 5615 4116
7 Locked QAM256 7 429.0 0.8 43.4 5663 4056
8 Locked QAM256 8 435.0 0.9 43.5 5493 4133
9 Locked QAM256 9 441.0 1.0 43.4 5444 3397
10 Locked QAM256 10 447.0 1.0 43.4 5183 4280
11 Locked QAM256 11 453.0 1.1 43.5 5116 4025
12 Locked QAM256 12 459.0 1.2 43.5 4827 3830
13 Locked QAM256 13 465.0 1.2 43.5 4710 3488
14 Locked QAM256 14 471.0 1.3 43.1 4938 3421
15 Locked QAM256 15 477.0 1.3 43.4 4702 3821
16 Locked QAM256 16 483.0 1.3 43.3 4491 3459
17 Locked QAM256 17 489.0 1.4 45.7 4607 5985
18 Locked QAM256 18 495.0 1.5 45.6 4417 5873
19 Locked QAM256 19 501.0 1.4 45.8 4525 5786
20 Locked QAM256 20 507.0 1.4 45.8 4500 5682
21 Locked QAM256 21 513.0 1.3 45.6 4234 5677
22 Locked QAM256 22 519.0 1.3 45.7 4166 5334
23 Locked QAM256 23 525.0 1.3 45.6 4301 5240
24 Locked QAM256 24 531.0 1.2 45.6 4116 5275
Total             121444 109182



   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 1 5120 16.4 50.3
2 Locked ATDMA 2 5120 22.8 51.0
3 Locked ATDMA 3 5120 29.2 50.9
4 Locked ATDMA 4 5120 35.6 52.4
5 Not Locked Unknown 0 0 0 0.0
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0
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Expert

 • 

112.1K Messages

22 days ago

The upstream power is still too high as it was last year. This needs to be addressed !

If there is nothing more that you can do to improve the connection quality, then yes, you'll need to get the techs involved again until it gets fixed properly. 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

(edited)

Official Employee

 • 

1.7K Messages

20 days ago

@user_uwixj4 I’m sorry to hear of your ongoing concerns for your connection. How did your appointment go? Was the tech able to resolve your issues?

17 Messages

@XfinityKei​ Seriously? Read my original post again. Friday is tomorrow.

Getting Xfinity employees to pay attention has been an ongoing problem for me.

Since I made the appointment, I got two calls from Xfinity employees that not only don't understand what the codes I am getting or what upstream power is, they don't understand that I could currently have a sufficient internet connection AND have a service that isn't working properly. 

I explained to BOTH employees that I have internet right now but it keeps going out. I am not a bigot and my parents were immigrants, but NEITHER employee had a good enough grasp of English to be making these calls. After I explained MULTIPLE times that my internet keeps going out, I was asked "since everything on your end seems to be okay, would you like to cancel you upcoming appointment."

Dealing with Xfinity has been excruciating. Last August the first tech that came to my house told me there's a problem in my neighborhood and he said he wrote a ticket for it and left. A couple days later I called again and another tech came to my house and said he found water in the cable outside and replaced it to my modem. He loudly knocked on my window while working outside, scaring me, and asked me to pull the cable through the wall while he stayed outside. I had to help him do his job! When he left, not only did I still have a problem, he disconnected my tenant's Fios connection and she had no cable, TV or internet. When I called Xfinity to let them know, they said it is Verizon's problem. She made an appointment for Verizon to come and they wanted to charge her, but the tech gave her a break. Same tech came back to my house for the third appointment with a supervisor also coming shortly after. Finally fixed, and now 11 months later here I am again. I see myself going to Fios in the near future.

Official Employee

 • 

1.7K Messages

@user_uwixj4 My apologies for the mix up with the dates. Can you please direct message me your first and last name along with your full service address so that I can assist you further.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” 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.

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

17 Messages

@XfinityKei​ Can you tell me what the point of direct messaging you is please? As you know a tech is coming to my house tomorrow morning. What is it that you can assist with me further with at this point?

Official Employee

 • 

942 Messages

@user_uwixj4 When you post in our forum, we offer assistance to be sure your concerns are resolved. The forums is designed so customers can get help from other members or official employees. If you don't want to receive help we understand and will be here if you have further questions. 

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

17 Messages

@XfinityBenny​ That doesn't answer my question and you're coming off as passive aggressive. 

I posted here because I have a tech appointment tomorrow and I wanted to make sure I needed one so I don't get charged for my appointment or waste more time and get more aggravation from Comcast employees as I described. A non-Comcast employee, EG, was very helpful and assured me a tech will need to be involved. When a Comcast employee asked me how it went, I told them that the appointment hasn't taken place yet and I detailed some of my horrible experiences. It is AFTER I posted that that the same employee asked me to direct message them. I asked why, since I am now just waiting for the tech to come. Now you have to be rude and tell me what the forum is designed for, when I obviously know the purpose, and make that "if you don't want to receive help" comment.

I got help from EG. Now waiting for an appointment. I asked what the purpose of the direct message was for and you get involved and don't answer but just add to my overall displeasure with Comcast.

Want to try answering the question? I'll repost:

"Can you tell me what the point of direct messaging you is please? As you know a tech is coming to my house tomorrow morning. What is it that you can assist with me further with at this point?"

Expert

 • 

112.1K Messages

12 days ago

@user_uwixj4 

Now you've got some wiggle room there. But you're still getting some uncorrected bit errors. Things should be somewhat better than they were if those signal values remain stable. Hope things hold up for you ! Good luck !

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