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dex.b765
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Wednesday, June 26th, 2024

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Internet keeps dropping several times a day.

This is preventing me from being able to work from home one day a week and saving the time and fuel of a cross-town commute and is frustrating for the entire family to have television and gaming constantly interrupted.  After many rounds with the Xfinity Assistant and finally talking to multiple real live agents on the phone we had a tech check the line to the house and signal strength to the modem. He said everything was good and that if the problem continues it is the router. Of course, the problem did continue, so I bypassed the router and connected my PC directly to the modem and still continued to have internet drops. The modem event logs show many events that correspond to the drops. Below are screenshots of the modem connection statistics as well as an example of the event log during one outage period:

Time    Priority    Description 
    17:34:27
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:28
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:29
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:30
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:31
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:32
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:33
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:34
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:35
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:36
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:37
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:38
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:39
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:40
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:41
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:42
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:43
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:44
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:45
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:46
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:47
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:48
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:49
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:50
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:51
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:52
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:53
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:54
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:55
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:55
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:57
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:57
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:59
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:34:59
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:35:01
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:35:01
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:35:03
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:35:03
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:35:05
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:35:05
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:35:07
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:35:07
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:35:13
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:35:14
Sat Jun 22 2024   Warning (5)   TCS Partial Service;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:36:04
Sat Jun 22 2024   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:36:07
Sat Jun 22 2024   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:39:50
Sat Jun 22 2024   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:39:50
Sat Jun 22 2024   Critical (3)   Ranging Request Retries exhausted;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:39:50
Sat Jun 22 2024   Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:40:28
Sat Jun 22 2024   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:40:28
Sat Jun 22 2024   Critical (3)   Ranging Request Retries exhausted;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:40:28
Sat Jun 22 2024   Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:41:00
Sat Jun 22 2024   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:41:00
Sat Jun 22 2024   Critical (3)   Ranging Request Retries exhausted;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:41:00
Sat Jun 22 2024   Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:41:01
Sat Jun 22 2024   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:41:01
Sat Jun 22 2024   Critical (3)   Ranging Request Retries exhausted;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:41:01
Sat Jun 22 2024   Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:43:12
Sat Jun 22 2024   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:43:35
Sat Jun 22 2024   Critical (3)   CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.
    17:43:36
Sat Jun 22 2024   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
    17:43:36
Sat Jun 22 2024   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
    17:43:36
Sat Jun 22 2024   Critical (3)   CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz.
    17:43:41
Sat Jun 22 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:43:45
Sat Jun 22 2024   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    17:43:54
Sat Jun 22 2024   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
    17:43:55
Sat Jun 22 2024   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
    17:43:59
Sat Jun 22 2024   Critical (3)   CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
    17:44:05
Sat Jun 22 2024   Warning (5)   Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    17:44:09
Sat Jun 22 2024   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"]CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    17:44:15
Sat Jun 22 2024   Warning (5)   Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    17:44:17
Sat Jun 22 2024   Critical (3)   CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.
    17:44:23
Sat Jun 22 2024   Warning (5)   Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    17:44:25
Sat Jun 22 2024   Critical (3)   CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.
    17:44:25
Sat Jun 22 2024   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    17:44:29
Sat Jun 22 2024   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
    17:44:29
Sat Jun 22 2024   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
    17:44:30
Sat Jun 22 2024   Critical (3)   CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz.
    17:44:35
Sat Jun 22 2024   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    17:44:43
Sat Jun 22 2024   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
    17:44:43
Sat Jun 22 2024   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
    17:44:47
Sat Jun 22 2024   Critical (3)   CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
    17:44:49
Sat Jun 22 2024   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
    17:44:49
Sat Jun 22 2024   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
    17:44:49
Sat Jun 22 2024   Critical (3)   CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 85MHz.
    17:44:51
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:44:55
Sat Jun 22 2024   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    17:45:03
Sat Jun 22 2024   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
    17:45:03
Sat Jun 22 2024   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
    17:45:03
Sat Jun 22 2024   Critical (3)   CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
    17:45:05
Sat Jun 22 2024   Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:45:06
Sat Jun 22 2024   Notice (6)   DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:45:10
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:45:11
Sat Jun 22 2024   Warning (5)   RCS Partial Service;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:45:14
Sat Jun 22 2024   Critical (3)   UCD invalid or channel unusable;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:45:19
Sat Jun 22 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:45:19
Sat Jun 22 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 20; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:45:34
Sat Jun 22 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 2 3 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:51:19
Sat Jun 22 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;
    17:51:19
Sat Jun 22 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 22; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=##:##:##:##:#_:##;CMTS-MAC=##:##:_#:##:##:##;CM-QOS=1.1;CM-VER=3.1;

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11 months ago

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XfinityDena

Official Employee

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3.5K Messages

1 year ago

@dex.b765 Thank you for reaching out. I am sorry to hear of the issues you are having with your connection. Have you reached out to the manufacture of the modem for additional support as well?

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dex.b765

9 Messages

Based on the events log and that the modem is less than a year old and diagnostics show no internal issues, I see no need to contact the manufacturer. The events log over several days indicates the signal was lost or corrupted multiple times a day, at which point the modem sent requests to the ISP server to re-establish the connection, and in many instances the requests were repeated a number of times (timed out after not receiving a response) until eventually the signal was restored. This was reinforced by the Xfinity Assistant troubleshooting diagnostics on the few times I was available to launch the tool during an experienced outage. During the longer disruptions, that diagnostic would time out and respond with "your modem is not connected" as my modem continued to cycle through attempts to re-establish the connection. Couple the events log and the Xfinity Assistant data with the trend over weeks of disruption occurring during roughly the same time of day (late afternoon/early evening) and again between 9 & 10 PM (middle of prime time), the issue would appear to be system congestion or some other issue impacting the ISP network/infrastructure. Also, curiously, since posting the excerpt from the events log, we have not noticed a single service disruption; and my modem hasn't recorded a single event other than a brief power spike yesterday around 1:30 PM which did not trigger a loss of connection, and would correspond with schedule maintenance in the service area which was communicated earlier in the week. Hopefully, this is an indication that the stability issue with my service has finally been resolved after many wasted hours trying to get a serious response to the issue. Still no direct response indicating the root cause or the solution, but I'll take stable connectivity any way it comes.

On another service related note, I find this part of Official Xfinity Employee tag line ironic: "We ask that you post publicly so people with similar questions may benefit from the conversation" because every post in the community forum I've read that has the same issue (and there are many) always concludes with an Xfinity tech support member asking for the poster to direct message them, and then the resolution is never included in the posting. How are people with similar questions supposed to benefit from that?

1 year ago

EG

Expert

 • 

112.8K Messages

1 year ago

What do the modem's signal stats look like ?  Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.


What is the exact make and model number of the modem / gateway device ?

1

0

dex.b765

9 Messages

The modem is a Motorola MB8600. I had posted a screenshot of signal and power levels for both downstream and upstream channels, but that appears to have been removed. I am at work right now, so I will repost this evening.

1 year ago

0

EG

Expert

 • 

112.8K Messages

1 year ago

OK but don't post a pic. Post text as stated please.

2

0

dex.b765

9 Messages

Here are the current connection stats. For the record, after over 2 days of a clean event log, this afternoon the critical events started up again and continued until 5:20p.

  Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 645000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 6 days 00h:02m:49s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 44 645.0 10.9 44.4 11834 21382
   2 Locked QAM256 13 459.0 10.4 45.1 11929 20983
   3 Locked QAM256 14 465.0 10.4 45.1 15133 35833
   4 Locked QAM256 15 471.0 10.4 45.1 13779 33635
   5 Locked QAM256 16 477.0 10.1 44.9 12273 32907
   6 Locked QAM256 17 483.0 10.1 45.0 11710 29417
   7 Locked QAM256 18 489.0 10.1 44.9 12237 32407
   8 Locked QAM256 19 495.0 10.2 44.9 15613 35453
   9 Locked QAM256 20 501.0 10.2 45.1 15523 24902
   10 Locked QAM256 21 507.0 10.2 45.1 18618 26665
   11 Locked QAM256 22 513.0 10.0 45.0 22123 40221
   12 Locked QAM256 23 519.0 10.0 44.8 27720 65383
   13 Locked QAM256 24 525.0 9.9 44.8 17821 45971
   14 Locked QAM256 25 531.0 10.0 44.7 21777 58649
   15 Locked QAM256 26 537.0 9.9 44.8 24986 63278
   16 Locked QAM256 27 543.0 10.0 44.6 24743 61197
   17 Locked QAM256 28 549.0 9.7 44.7 22869 58325
   18 Locked QAM256 29 555.0 9.6 44.7 19443 47135
   19 Locked QAM256 30 561.0 9.6 44.5 18353 38429
   20 Locked QAM256 31 567.0 9.7 44.7 16285 35258
   21 Locked QAM256 32 573.0 9.9 44.7 15977 35282
   22 Locked QAM256 33 579.0 10.0 44.7 14883 34196
   23 Locked QAM256 34 585.0 10.1 44.7 13901 32754
   24 Locked QAM256 35 591.0 10.0 44.6 12867 31271
   25 Locked QAM256 36 597.0 9.9 44.6 11598 29638
   26 Locked QAM256 37 603.0 10.0 44.6 12306 30857
   27 Locked QAM256 38 609.0 9.8 44.3 12049 30771
   28 Locked QAM256 39 615.0 9.9 44.4 13491 32759
   29 Locked QAM256 40 621.0 9.6 44.2 12763 32057
   30 Locked QAM256 41 627.0 9.8 44.4 12975 32207
   31 Locked QAM256 42 633.0 10.1 44.5 12210 30600
   32 Locked QAM256 43 639.0 10.6 44.6 11474 28891
   33 Locked OFDM PLC 193 722.0 11.0 44.3 1955137652 274283
   34 Locked OFDM PLC 194 957.0 6.5 42.9 -1698425947 230432


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 16.4 43.3
   2 Locked SC-QAM 2 5120 22.8 43.0
   3 Locked SC-QAM 3 5120 29.2 43.0
   4 Locked SC-QAM 4 5120 35.6 43.3

1 year ago

0

CCAntoine

Retired Employee

 • 

1.4K Messages

Thanks for reaching out, dex.b765. I'm so sorry you're internet keeps dropping. I'd be more than happy to help. In order to get started can you, please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

--

• Click "Sign In" if necessary

• Click the "direct messaging" icon or https://comca.st/3lv0gXz

• 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

1 year ago

0

EG

Expert

 • 

112.8K Messages

1 year ago

@dex.b765 

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless. YMMV.


The downstream power is too high. It may be over-driving the front-end receiver circuit of the modem. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

Is there a drop amplifier on the coax cable line leading to the modem ? If so, try removing / bypassing it and see. If not, you can try installing a -6 dB forward path-only attenuator pad such as this one on the coax port on the rear of the modem to knock that power level down and see;


https://www.amazon.com/FPA6-54-Forward-Attenuator-DOCSIS-Internet/dp/B08KTRC3XZ 

It won't affect the upstream power level which is within spec. Good luck !

(edited)

2

0

dex.b765

9 Messages

Thanks. I do not have an amplifier, splitters or anything other than the wall plate connection between the outside connection and the modem. All the signals were good according to the tech who came on Friday, 6/21 and checked the signals to the house from the line and also at the modem. He replaced the wall plate connection, just in case, which was also replaced by a tech who came last August and removed a filter from the line on the utility pole which resolved a similar problem I was having last year. I'll try the 6dB path forward attenuator. Ordered it for delivery tomorrow as I couldn't find anyone who carries them locally. Miss the days of having a RadioShack around the corner or a Fry's Electronics 10 miles down the freeway. Anyway, I'll report back whether or not the PFA resolved my connection stability problems.

Thanks agian!

1 year ago

0

dex.b765

9 Messages

Installed the 6dB PFA 9 and a half hours ago and upstream power levels are now well in the recommended range and the event log is clean. Also of note are all the 0's in the corrected and uncorrected columns. Looks promising.

 Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 501000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 09h:32m:32s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 20 501.0 5.5 43.8 0 0
   2 Locked QAM256 13 459.0 5.6 43.8 0 0
   3 Locked QAM256 14 465.0 5.6 43.8 0 0
   4 Locked QAM256 15 471.0 5.6 43.8 0 0
   5 Locked QAM256 16 477.0 5.5 43.8 0 0
   6 Locked QAM256 17 483.0 5.5 43.8 0 0
   7 Locked QAM256 18 489.0 5.4 43.8 0 0
   8 Locked QAM256 19 495.0 5.5 43.8 0 0
   9 Locked QAM256 21 507.0 5.5 43.7 0 0
   10 Locked QAM256 22 513.0 5.3 43.7 0 0
   11 Locked QAM256 23 519.0 5.1 43.8 0 0
   12 Locked QAM256 24 525.0 5.1 43.7 0 0
   13 Locked QAM256 25 531.0 5.2 43.7 0 0
   14 Locked QAM256 26 537.0 5.3 43.7 0 0
   15 Locked QAM256 27 543.0 5.4 43.7 0 0
   16 Locked QAM256 28 549.0 5.1 43.6 0 0
   17 Locked QAM256 29 555.0 5.0 43.6 0 0
   18 Locked QAM256 30 561.0 5.0 43.6 0 0
   19 Locked QAM256 31 567.0 5.1 43.7 0 0
   20 Locked QAM256 32 573.0 5.4 43.8 0 0
   21 Locked QAM256 33 579.0 5.6 43.9 0 0
   22 Locked QAM256 34 585.0 5.6 43.9 0 0
   23 Locked QAM256 35 591.0 5.6 43.7 0 0
   24 Locked QAM256 36 597.0 5.5 43.7 0 0
   25 Locked QAM256 37 603.0 5.5 43.7 0 0
   26 Locked QAM256 38 609.0 5.4 43.6 0 0
   27 Locked QAM256 39 615.0 5.4 43.5 0 0
   28 Locked QAM256 40 621.0 5.3 43.4 0 0
   29 Locked QAM256 41 627.0 5.5 43.5 0 0
   30 Locked QAM256 42 633.0 5.8 43.6 0 0
   31 Locked QAM256 43 639.0 6.2 43.8 0 0
   32 Locked QAM256 44 645.0 6.4 43.7 0 0
   33 Locked OFDM PLC 193 722.0 7.0 43.5 234792631 0
   34 Locked OFDM PLC 194 957.0 2.8 42.2 324108608 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 16.4 42.3
   2 Locked SC-QAM 2 5120 22.8 42.0
   3 Locked SC-QAM 3 5120 29.2 42.0
   4 Locked SC-QAM 4 5120 35.6 43.0

1 year ago

0

dex.b765

9 Messages

1 year ago

New errors in the event log, but they only occurred during 2 windows: 0018 hours to 0044 hours and again from 1202 hours and 1224 hours. The first window is the most concerning as there were many critical events over a lengthy time span (fortunately at a time when we weren't relying on internet service). The second window only had 2 warning events and 2 notice events, but this event caught my attention: RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW

I don't know what CCAP Commanded Power is, but since the PFA was put on to restrict the downstream power levels, could this event be a result of installing the PFA? I hadn't seen the warning prior to installing it.

In any event, since I cannot confirm whether or not our service was interrupted during either of these windows, I'll need to keep monitoring the logs. I'm still hesitant to attempt working from home because my last attempt was a nightmare with many disconnects in the afternoon.

MAC redacted Event log

00:17:20
Mon Jul 1 2024
Warning (5) MDD message timeout;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
    00:18:09
Mon Jul 1 2024		   Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
    00:18:15
Mon Jul 1 2024		   Critical (3) CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.
    00:18:21
Mon Jul 1 2024		   Warning (5) Lost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    00:18:24
Mon Jul 1 2024		   Critical (3) CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.
    00:18:30
Mon Jul 1 2024		   Warning (5) Lost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    00:18:31
Mon Jul 1 2024		   Critical (3) CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.
    00:18:38
Mon Jul 1 2024		   Warning (5) Lost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    00:18:39
Mon Jul 1 2024		   Critical (3) CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.
    00:18:46
Mon Jul 1 2024		   Warning (5) Lost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    00:18:47
Mon Jul 1 2024		   Critical (3) CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.
    00:18:54
Mon Jul 1 2024		   Warning (5) Lost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    00:18:56
Mon Jul 1 2024		   Critical (3) CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.
    00:19:02
Mon Jul 1 2024		   Warning (5) Lost MDD Timeout;CM-MAC=XXXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    00:19:04
Mon Jul 1 2024		   Critical (3) CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.
    00:19:58
Mon Jul 1 2024		   Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    00:20:05
Mon Jul 1 2024		   Critical (3) CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.
    00:23:27
Mon Jul 1 2024		   Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    00:43:41
Mon Jul 1 2024		   Critical (3) CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.
    00:43:41
Mon Jul 1 2024		   Critical (3) CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
    00:43:41
Mon Jul 1 2024		   Critical (3) CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
    00:43:41
Mon Jul 1 2024		   Critical (3) CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz.
    00:43:46
Mon Jul 1 2024		   Notice (6) Honoring MDD; IP provisioning mode = IPv6
    00:43:54
Mon Jul 1 2024		   Critical (3) CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
    00:43:47
Mon Jul 1 2024		   Critical (3) CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
    00:43:51
Mon Jul 1 2024		   Critical (3) CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
    00:43:52
Mon Jul 1 2024		   Critical (3) CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
    00:43:52
Mon Jul 1 2024		   Critical (3) CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
    00:43:52
Mon Jul 1 2024		   Critical (3) CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 85MHz.
    00:43:54
Mon Jul 1 2024		   Critical (3) UCD invalid or channel unusable;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
    00:43:57
Mon Jul 1 2024		   Notice (6) Honoring MDD; IP provisioning mode = IPv6
    00:44:06
Mon Jul 1 2024		   Critical (3) CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
    00:44:05
Mon Jul 1 2024		   Critical (3) CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
    00:44:05
Mon Jul 1 2024		   Critical (3) CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
    00:44:06
Mon Jul 1 2024		   Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
    00:44:07
Mon Jul 1 2024		   Notice (6) DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
    00:44:13
Mon Jul 1 2024		   Critical (3) UCD invalid or channel unusable;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
    12:02:24
Mon Jul 1 2024		   Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
    12:02:24
Mon Jul 1 2024		   Warning (5) Dynamic Range Window violation
    12:20:02
Mon Jul 1 2024		   Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;
    12:24:04
Mon Jul 1 2024		   Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;

1

0

CCAntoine

Retired Employee

 • 

1.4K Messages

Thanks for reaching out, dex.b765! I'd be more than happy to look into this for you. In order to get started can you, please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

--

• Click "Sign In" if necessary

• Click the "direct messaging" icon or https://comca.st/3lv0gXz

• 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

1 year ago

0

EG

Expert

 • 

112.8K Messages

1 year ago

CCAP is an upstream power error. That said. If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated. 


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 !

0

0

user_nunpuu

1 Message

1 year ago

I have this exact same issue. It started after they did work on our road. Every single day the internet drops around the same time. I have been on the Xfinity Assistant numerous times. I have a technician scheduled tomorrow. I’m guessing he is going to say he doesn’t know why it’s doing that. They sent us a new router last week…no change. I too work from home and it’s a nightmare. Funny thing is that right after they got a technician scheduled I got another message saying they had found and solved the problem and wanted me to cancel the appointment. I did not cancel because I wanted to see if it would continue to drop. It has. Every single day I lose connection. Today was at 11, 7:30, midnight and 2 am. I feel like I’m stuck in a circle and it will be months before we have a solution if ever. And they will just keep having me pay the bill. We never had this issue before they did the work. Internet was perfect. 

2

0

XfinityJamesC

Official Employee

 • 

2.4K Messages

Greetings, @user_nunpuu! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your connection, but you have definitely come to the right place for assistance. Was the technician able to resolve or identify the issue? Please let us know if this needs further attention.

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

1 year ago

0

dex.b765

9 Messages

@user_nunpuu​ I ended up canceling my service and switched to Quantum. I was able to get the new service installed before I could get an appointment with an xfinity tech. No more issues.

1 year ago

user_4jtvfy

1 Message

1 year ago

Having the same issue here. Keeps dropping anywhere between 2-4 times daily with the time affected is inconsistent. Finally got a tech out here two weeks in a row. Last week, got a new router. Still have the issue. Got an appointment and within 48 hours, I received four phone calls and several text messages asking me to cancel my appointment. The tech came out yesterday and said he tried a few different things but said that I’m the only one calling about an issue. I live in an apartment which I don’t know if people in my building are home daily like I am where they don’t know there’s an issue. Once again, the day after the tech was here, internet dropped for 4 minutes. I’m hoping that another company builds a network near by that allows me to switch providers. I’m tired of having the same conversations with XFinity with no resolution 

3

0

user_29d2a2

Visitor

 • 

1 Message

We are having same issue....internet connection dropping randomly thru-out the day. To reconnect I can force the reset of the adapter to connect - so frustrating. This just started yesterday morning - after apparently "maintenance in our area starting 9/9 at 1am".

1 year ago

0

XfinityWilliam

Official Employee

 • 

1.4K Messages

Hello user_4jtvfy. My apologies that you keep having your internet drop. When something like this happens to me, I like to go into our awesome Xfinity App and run a diagnostic to see if it picks up any issues. It can usually determine if there is and troubleshoot it from there.

 

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

1 year ago

0

XfinityWilliam

Official Employee

 • 

1.4K Messages

Hello user_29d2a2. I understand how it can be frustrating to have your internet keep randomly dropping. Is there still maintenance going on in your area?

 

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

1 year ago

0

EG

Expert

 • 

112.8K Messages

1 year ago

@dex.b765 

Curious if you ever got a resolution for the problem ?

1

0

dex.b765

9 Messages

@EG​ yes, the only resolution that has worked was to get a new provider (Quantum). 2 months now without a drop, and much faster speeds up and down. Based on all the posts I am seeing on this thread and elsewhere, xfinity needs to get their network sorted out or be prepared for mass exodus of customers.

1 year ago

0

user_m8lrsj

1 Message

11 months ago

SAME issue here. Techs have been out twice and replaced the line from the post all the way to my modem and still have connection drops. 4-5 times a day or so. He just left an hour ago and still the same problem. Before he left he did "one last check" and the test he ran he said "huh the last thing failed" asked him what it was and he said it was a "PHT fail". He came back after going to his truck and said "oh it turned green now your good to go!" Still the same issues. I don't know why Xfinity can't seem to get this whole consistency thing down but this is pretty horrible. Been dealing with this for just over a year now.....

1

0

XfinityBenjaminM

Official Employee

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2.4K Messages

 

user_m8lrsj Hello! Thank you for reaching out to us here on our Community Forum. We are sorry to hear that the issues you're having have persisted even after technicians being out. Please send a Direct Message with your full name and address so that we can investigate this further. Here are instructions on how to send A DM in case you need them:

 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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11 months ago

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