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user_afnfwc
1st Topic

5 Messages

Friday, November 8th, 2024 3:47 PM

Poor connections and total lack of customer support

Unable to contact anyone but a stupid bot.  This is beyond poor service.  Have a unifi network and getting these errors ALL THE TIME!

2 Unresolved Events
Clear All
Description
Date/Time
Your primary internet Comcast Cable was disconnected and has been restored multiple times in last 24h. If this persists, please try restarting your ISP Modem.

Today at 12:56 AM
Primary internet is experiencing packet loss. Please restart the modem or contact the ISP if this persists.

Today at 12:41 AM
Description
Date/Time
Modem was restarted by
USP PDU Pro
in an attempt to reestablish its internet connection.

Today at 12:54 AM
Modem was restarted by
USP PDU Pro
in an attempt to reestablish its internet connection.

Today at 12:42 AM
Primary internet is experiencing high latency. Please restart the modem or contact the ISP if this persists.

Nov 7, 2024 12:59 AM
Primary internet is experiencing high latency. Please restart the modem or contact the ISP if this persists.

Question

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Updated 

12 days ago

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EG

Expert

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107.1K Messages

15 days ago

What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1  

Please 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 ?

Is this with a WiFi connection ?

(edited)

2

0

user_afnfwc

5 Messages

It is a Netgear CM2000 modem, no it i snot wifi connection cable connections, issues are being reported by Unfi router which I posted.  Every time I have been able to contact your support in the past with a real person I get the same report that you are upgrading service in the area and yet it continues.  Below is what I got from the modem but that might just be me logging in.  Posted before issues reported by Unifi router and have experienced issues as reported in that report.  

Fri Nov 08 00:55:23 2024 (Notice (6)) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Fri Nov 08 00:55:17 2024 (Notice (6)) TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Time Not Established (Notice (6)) Honoring MDD; IP provisioning mode = IPv6
Time Not Established (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;
Fri Nov 08 00:44:15 2024 (Critical (3)) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

(edited)

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15 days ago

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XfinityThomasC

Official Employee

 • 

2K Messages

Hello @user_afnfwc check out this helpful support page https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9 on troubleshooting your connection. 

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

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13 days ago

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EG

Expert

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107.1K Messages

14 days ago

It's not "my support". I'm not an employee. You didn't post the modem's power level or the SNR values.

(edited)

0

0

EG

Expert

 • 

107.1K Messages

13 days ago

@user_afnfwc 

Where you able to get those requested modem signal status values ?

4

0

user_afnfwc

5 Messages

I don't know where to get them, so no.

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13 days ago

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XfinityThomasC

Official Employee

 • 

2K Messages

@user_afnfwc 

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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

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13 days ago

0

user_afnfwc

5 Messages

From what web screen, I don't see a chat icon anywhere and search doesn't provide one

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13 days ago

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EG

Expert

 • 

107.1K Messages

@XfinityThomasC​ 

Why does this have to go private at this point ? That kind of defeats the purpose of a public help forum such as this is, no ?... Why not ask some general self troubleshooting things first which is in keeping with the intent of what these public help forums were designed for so that all readers here may benefit. This is still a work in progress...... 

@user_afnfwc @XfinityThomasC 

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.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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12 days ago

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EG

Expert

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107.1K Messages

13 days ago

They are in the same section where you got the CM2000's error log entries that you posted. And I posted the access IP address earlier in this thread. http://192.168.100.1  admin is the username and password is the password.

(edited)

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user_afnfwc

5 Messages

Those came from the event log section I don't see anything else there.

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13 days ago

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