Visitor
•
3 Messages
Intermittent Connection Drops with T3 and T4 Timeouts
Good Evening. I wanted to post this to the forums in the hope to get a more experienced opinion. I moved to a new apartment during the pandemic and have since been getting really bad internet service. During the first few months, it was tolerable but now I get connection drops multiple times during the day and in most cases, I have to restart the modem/router. It is at a point where I simply am not able to work from home.
I have received the following responses from Xfinity support which haven't been any help,
- On the first occasion, customer service mentioned that there was maintenance in our area and that service disruption was temporary.
- On the second occasion, customer service said they had to resend a signal to the modem. They were confident that this was the issue and said there was no need for escalation.
- On the third occasion, I had to work really hard to get a technician onsite. The technician put a new splitter as an optimization but he said the main issue was with my Netgear Router. Although slightly disappointed, I was actually happy as it seemed like logical troubleshooting as opposed to just being asked to power cycle my devices like with customer service on phone.
I swapped out my Netgear Router plus Motorola Modem for an Arris SurfBoard SBG6580 Modem+Router combo. Unsurprisingly, the problem still persists. I am posting this with some logs hoping someone can point me in the right direction. I do see a lot of Critical errors with T3 and T4 timeouts and from a little research online it seems something is definitely wrong here.
Modem/Router Combo Model: ARRIS SURFboard SBG6580
[Removed: "Personal Information"]
EG
Expert
•
111.5K Messages
4 years ago
Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
0
0
user_247d06
Visitor
•
3 Messages
4 years ago
@EG Attached below are the requested numbers,
Let me know if I am missing anything - Appreciate your help.
1
0
EG
Expert
•
111.5K Messages
4 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 !
0
0
user_247d06
Visitor
•
3 Messages
4 years ago
@ComcastKorie I have PMed you the details as requested.
@EG Thank you for escalating the issue, I hope they are able to poll additional information and figure out the issue. Do let me know if I can provide any more information. Will be waiting for a reply!
0
0
EG
Expert
•
111.5K Messages
4 years ago
My pleasure ! :-)
__________________
0
0