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RandomXFinityUser
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3 Messages

Wed, May 11, 2022 3:26 AM

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Intermittent internet outage

Hi @XfinityThomasC @EG ,

I’m experiencing the same issue described in this post:

https://forums.xfinity.com/conversations/your-home-network/intermittent-internet-outages/6227e1ff78dbaf3b16879ccd

For several months my internet has been dropping out about once per hour, which means I cannot make it through many Zoom meetings without getting disconnected.  These outages sometimes last less than 30 seconds, and reconnect, but a few times a day require me to turn off my modem, wait 10 seconds, then turn it back on. The outages have become more frequent and more severe, to the point that they are seriously impacting my work.  

Before my internet speed was “upgraded” from 100mbps to 600mbps, this was not happening.

Please help!

Question

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Updated 

9 d ago

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RandomXFinityUser

Visitor

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3 Messages

16 d ago

   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 38 723.0 -3.7 40.2 0 0
2 Locked QAM256 21 627.0 -3.1 33.2 14252511 8633032
3 Locked QAM256 22 633.0 -3.9 37.4 32450008 20055480
4 Locked QAM256 23 639.0 -4.1 39.4 4997971 6511356
5 Locked QAM256 24 645.0 -3.2 40.7 148 96
6 Locked QAM256 26 651.0 -4.4 40.2 62 145
7 Locked QAM256 27 657.0 -4.4 40.0 152 27
8 Locked QAM256 28 663.0 -3.7 40.2 50 17
9 Locked QAM256 29 669.0 -4.7 40.1 23 0
10 Locked QAM256 30 675.0 -3.6 39.5 37 0
11 Locked QAM256 31 681.0 -3.7 40.3 0 0
12 Locked QAM256 32 687.0 -4.9 40.0 0 0
13 Locked QAM256 33 693.0 -3.4 40.6 0 0
14 Locked QAM256 34 699.0 -4.5 40.1 0 0
15 Locked QAM256 35 705.0 -5.2 39.9 0 0
16 Locked QAM256 36 711.0 -3.2 40.5 0 0
17 Locked QAM256 37 717.0 -5.3 41.5 0 0
18 Locked QAM256 39 729.0 -3.7 39.9 13384 5
19 Locked QAM256 40 735.0 -5.7 39.8 0 0
20 Locked QAM256 41 741.0 -3.9 41.9 0 0
21 Locked QAM256 42 747.0 -5.6 41.0 0 0
22 Locked QAM256 43 753.0 -5.7 41.0 0 0
23 Locked QAM256 44 759.0 -4.6 41.4 0 0
24 Locked QAM256 45 765.0 -6.2 41.0 26 43

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RandomXFinityUser

Visitor

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3 Messages

16 d ago

Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
 Tue May 10 09:34:05 2022    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;
 Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Tue May 10 09:58:44 2022    Warning (5)   MDD message timeout;
 Tue May 10 10:10:52 2022    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;
 Tue May 10 15:39:51 2022    Warning (5)   MDD message timeout;
 Tue May 10 16:33:39 2022    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;
 Tue May 10 22:05:18 2022    Warning (5)   MDD message timeout;
These are the event logs just for today.  There are more of these for past days.

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XfinityDanielC

Official Employee

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228 Messages

 

 

I'm sorry to hear about the issues that you've been having. It would be my pleasure to assist you with getting to the bottom of what is going on. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

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

14 d ago

0

UtahMama

Visitor

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1 Message

11 d ago

We (located in Utah) are dealing with this exact same problem. It's seriously affected my productivity at work, as well as at school. I have never been more frustrated in my life!

1

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XfinityThomasB

Official Employee

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195 Messages

Oh no! Extremely sorry for any issues with the services. Please allow us to investigate and get this figured out. Greatly appreciate your time sharing this, so that we can provide support.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

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

9 d ago

0

EG

Expert

 • 

93.7K Messages

11 d ago

@UtahMama 

Please create a new topic of your own here on this board detailing your issue. Thanks. 

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