Visitor
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Internet issues after maintenance
This morning I received a text notification that planned maintenance in my area had been completed. Since then, I’ve been experiencing internet connectivity issues.
Current symptoms:
• Upload speeds: ~0.06 Mbps
• Download speeds: Normal for a few minutes, then nothing for a few minutes on and endless loop.
• Latency: 200+ ms
• Issues started immediately following the maintenance notification
Steps I’ve taken:
• Multiple modem reboots
• Replaced coaxial cable from entry point to modem
• Used chat support multiple times - automated system checks report “everything is fine”
• Attempted to call support - unable to reach a live agent
• Offered tech visit appointment in 2 days
Modem diagnostics (Motorola MB8611):
• Upstream power levels: 40.5-43.0 dBmV
• Event log shows multiple T3 timeouts today (No Ranging Response received)
• TFTP failures logged
• Timing synchronization failures
• OFDM Channel 193: 7,638,561 uncorrectable errors
I work from home and need reliable internet service. The timing of these issues immediately following this morning’s maintenance, combined with the modem diagnostics, suggests there may be a connection.
Can someone review my account and help determine what’s causing these issues? A 2-day wait for service is not workable given my work situation.
XfinityThomasA
Official Employee
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2.9K Messages
10 days ago
Thank you for your feedback and for joining us here for help, @user_Tfe60. You've reached the right team. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.
Here are 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
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EG
Expert
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113.9K Messages
9 days ago
@XfinityThomasA
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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