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user_y4174x
1st Topic

2 Messages

Wednesday, June 26th, 2024 7:09 PM

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Issues Ever Since My Line was Cut by a Xfinity Tech Installing a Line for a New Customer - T3 Timeout

I have been fighting for 3 weeks now to get this resolved.  But long story short a Xfinity tech came out to install a new line for a neighbor to get internet service.  In doing so that tech severed our line and we didn't have service for 5 days until a tech came to install a temp line.  Since that day the temp line and the line that was buried have been causing issues buy having the internet service drop multiple times a day for 2-5 min at a time.  I work from home (Network Tech) and game so this is unacceptable.  I originally had a Xfinity modem/router but all the sudden things would no longer connect to the modem/router so I returned it and purchased a new Netgear modem, Netgear Nighthawk router and replaced all the cables with new cat7 and checked outside to safely say all connections are corrosion free and tight. The cable coming into the house has no splitters and goes directly into the modem.  With the new modem and router I didn't have any issues connecting devices and have never dropped the wireless signal.  But the internet still drops on the regular and with the Netgear modem I have been recording the logs with these findings:

Standard power floats around 7.2 - 8.1 dBmV.  During the time of the internet crashes I have recorded 3.4 - 5.5 or 4.3 to 6.4 dBmV. Also during that time I get the following errors which repeat until service connects:

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Honoring MDD; IP provisioning mode = IPv6
Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Honoring MDD; IP provisioning mode = IPv6
UCD invalid or channel unusable;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Honoring MDD; IP provisioning mode = IPv6
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;
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;
UCD invalid or channel unusable;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
UCD invalid or channel unusable;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
UCD invalid or channel unusable;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
UCD invalid or channel unusable;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
UCD invalid or channel unusable;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
UCD invalid or channel unusable;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

I also have Ping logs that I have recorded on PowerShell that ping Google.com to show the length of down time.

6/24/2024 6:22:30 PM - Reply from 172.253.63.138: bytes=32 time=18ms TTL=56
6/24/2024 6:22:35 PM - Request timed out.
6/24/2024 6:22:40 PM - Request timed out.
6/24/2024 6:22:45 PM - Request timed out.
6/24/2024 6:22:50 PM - Request timed out.
6/24/2024 6:22:55 PM - Request timed out.
6/24/2024 6:23:00 PM - Request timed out.
6/24/2024 6:23:05 PM - Request timed out.
6/24/2024 6:23:10 PM - Request timed out.
6/24/2024 6:23:15 PM - Request timed out.
6/24/2024 6:23:20 PM - Request timed out.
6/24/2024 6:23:25 PM - Request timed out.
6/24/2024 6:23:30 PM - Request timed out.
6/24/2024 6:23:35 PM - Request timed out.
6/24/2024 6:23:40 PM - Request timed out.
6/24/2024 6:23:45 PM - Request timed out.
6/24/2024 6:23:50 PM - Request timed out.
6/24/2024 6:23:55 PM - Request timed out.
6/24/2024 6:24:00 PM - Request timed out.
6/24/2024 6:24:05 PM - Request timed out.
6/24/2024 6:24:10 PM - Request timed out.
6/24/2024 6:24:15 PM - Request timed out.
6/24/2024 6:24:20 PM - Request timed out.
6/24/2024 6:24:25 PM - Request timed out.
6/24/2024 6:24:30 PM - Request timed out.
6/24/2024 6:24:35 PM - Request timed out.
6/24/2024 6:24:40 PM - Request timed out.
6/24/2024 6:24:45 PM - Request timed out.
6/24/2024 6:24:50 PM - Request timed out.
6/24/2024 6:24:55 PM - Request timed out.
6/24/2024 6:25:00 PM - Request timed out.
6/24/2024 6:25:05 PM - Request timed out.
6/24/2024 6:25:10 PM - Request timed out.
6/24/2024 6:25:15 PM - Request timed out.
6/24/2024 6:25:20 PM - Request timed out.
6/24/2024 6:25:25 PM - Request timed out.
6/24/2024 6:25:30 PM - Request timed out.
6/24/2024 6:25:35 PM - Request timed out.
6/24/2024 6:25:40 PM - Request timed out.
6/24/2024 6:25:45 PM - Request timed out.
6/24/2024 6:25:50 PM - Request timed out.
6/24/2024 6:25:55 PM - Request timed out.
6/24/2024 6:26:00 PM - Request timed out.
6/24/2024 6:26:05 PM - Request timed out.
6/24/2024 6:26:06 PM - Reply from 172.253.63.138: bytes=32 time=13ms TTL=56
6/24/2024 6:26:07 PM - Reply from 172.253.63.138: bytes=32 time=44ms TTL=56
6/24/2024 6:26:08 PM - Reply from 172.253.63.138: bytes=32 time=16ms TTL=56
6/24/2024 6:26:09 PM - Reply from 172.253.63.138: bytes=32 time=32ms TTL=56
6/24/2024 6:26:14 PM - Request timed out.
6/24/2024 6:26:15 PM - Reply from 172.253.63.138: bytes=32 time=42ms TTL=56
6/24/2024 6:26:20 PM - Request timed out.
6/24/2024 6:26:21 PM - Reply from 172.253.63.138: bytes=32 time=15ms TTL=56
6/24/2024 6:26:22 PM - Reply from 172.253.63.138: bytes=32 time=23ms TTL=56
6/24/2024 6:26:23 PM - Reply from 172.253.63.138: bytes=32 time=36ms TTL=56
6/24/2024 6:26:28 PM - Request timed out.
6/24/2024 6:26:33 PM - Request timed out.
6/24/2024 6:26:38 PM - Request timed out.
6/24/2024 6:26:39 PM - Reply from 172.253.63.138: bytes=32 time=15ms TTL=56
6/24/2024 6:26:40 PM - Reply from 172.253.63.138: bytes=32 time=32ms TTL=56
6/24/2024 6:26:41 PM - Reply from 172.253.63.138: bytes=32 time=35ms TTL=56
6/24/2024 6:26:42 PM - Reply from 172.253.63.138: bytes=32 time=16ms TTL=56
6/24/2024 6:26:43 PM - Reply from 172.253.63.138: bytes=32 time=37ms TTL=56
6/24/2024 6:26:44 PM - Reply from 172.253.63.138: bytes=32 time=18ms TTL=56
6/24/2024 6:26:49 PM - Request timed out.
6/24/2024 6:26:54 PM - Request timed out.
6/24/2024 6:26:59 PM - Request timed out.
6/24/2024 6:27:04 PM - Request timed out.
6/24/2024 6:27:09 PM - Request timed out.
6/24/2024 6:27:14 PM - Request timed out.
6/24/2024 6:27:19 PM - Request timed out.
6/24/2024 6:27:24 PM - Request timed out.
6/24/2024 6:27:29 PM - Request timed out.
6/24/2024 6:27:34 PM - Request timed out.
6/24/2024 6:27:39 PM - Request timed out.
6/24/2024 6:27:44 PM - Request timed out.
6/24/2024 6:27:49 PM - Request timed out.
6/24/2024 6:27:54 PM - Request timed out.
6/24/2024 6:27:59 PM - Request timed out.
6/24/2024 6:28:04 PM - Request timed out.
6/24/2024 6:28:09 PM - Request timed out.
6/24/2024 6:28:14 PM - Request timed out.
6/24/2024 6:28:19 PM - Request timed out.
6/24/2024 6:28:24 PM - Request timed out.
6/24/2024 6:28:29 PM - Request timed out.
6/24/2024 6:28:34 PM - Request timed out.
6/24/2024 6:28:39 PM - Request timed out.
6/24/2024 6:28:44 PM - Request timed out.
6/24/2024 6:28:49 PM - Request timed out.
6/24/2024 6:28:54 PM - Request timed out.
6/24/2024 6:28:59 PM - Request timed out.
6/24/2024 6:29:04 PM - Request timed out.
6/24/2024 6:29:09 PM - Request timed out.
6/24/2024 6:29:14 PM - Request timed out.
6/24/2024 6:29:19 PM - Request timed out.
6/24/2024 6:29:24 PM - Request timed out.
6/24/2024 6:29:29 PM - Request timed out.
6/24/2024 6:29:34 PM - Request timed out.
6/24/2024 6:29:35 PM - Reply from 172.253.63.138: bytes=32 time=23ms TTL=56

How can this be resolved?  I am beyond over dealing with the trouble shoot on the app that each time tells me it sees something wron... attempts to fix it... then says after a reboot that things are fine again when i wait the 10 min between texts.  I have had 4 different techs out here that all tell me things "look" fine, tests are fine (which might be true at the time of their test but since the signal drops are sporadic it would be hard to catch a drop in the 15 min that each tech was here) I have asked for an install of a whole new drop from the box to the house, new grounding block, new demarc line and new attenuator to be installed and so far I keep getting the run around.  I have replaced everything in my house and each tech said that everything inside the house looks great so it has to be the outside line.  What can be done before I am forced to find a different ISP?

Question

 • 

Updated 

1 year ago

39

1

0

XfinityGabriel

Official Employee

 • 

2.3K Messages

1 year ago

 

user_y4174x, Hi there! Thanks for taking the time to visit XFINITY over our forums page for help with the internet service issues. I know how important it is to have reliable internet service as a consumer myself. I am sorry to learn about this experience with not receiving a solution in a timely manner. We are the right place to go to get this fixed once and for all. Just to confirm, is the drop you are requesting to be replaced the same temporary line that was installed when the line was accidentally cut?

 

2

0

user_y4174x

2 Messages

A Comcast Business tech was dispatched to my house and its been 48 hours since with no drops so it looks like this issue has been resolved.

The issue was the port our underground cable was plugged into the box was bad.  The tech noticed even the smallest of vibration was causing an insane amount of noise on the signal.  He moved our line to another port on the box and did a solid stress test on the new port and was a great success.  He also put in a ticket to have that box replaced since one of the ports had gone bad and from the looks of how old that was a new one will be happily received.

1 year ago

0

XfinityShawn

Official Employee

 • 

1.6K Messages

user_y4174x That is good news to hear that the issue seems to be resolved. My team appreciates the update as well. Let us know if any further issues should arise. 
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

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