Visitor
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1 Message
Random neighborhood-wide outages
Several households on the same street started experiencing occasional internet outages in the last week or so. Usually it starts with uplink dropping to zero, followed by downlink. Many of us are working from home and cannot rely on service that comes and goes. Obviously, everything is great when we call Xfinity support and the representative checks the modem status. What Xfinity can do to detect such random outages?
user_beb9da
Visitor
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1 Message
2 years ago
Yes, I'm part of the same neighborhood. I started noticing glitches about a month ago, thought it would resolve, but it's become pretty regular. Would appreciate if Xfinity would take a broader view of this problem since it's affecting multiple households--that really rules out individual equipment and such. Yesterday I spent considerable time trying to report this, first with Chat, then with a person, then with a second person. The second person said he would monitor the modem for outages and would call me back in the evening. We had quite a few glitches after he called, so I was hopeful he would have seen something useful. But he did not call back. I tried calling his number, got someone who knew nothing of the monitoring, made me re-explain the entire thing, and reminded me a tech is coming to my place tomorrow (today now).
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brockhouse
Visitor
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2 Messages
2 years ago
Odds of xfinity finding the issue for you is VERY unlikely to happen. If you can figure out what the issue is, then you would be able to keep them accountable.
You will want to access the Event Logs in your modem settings. Usually under Advanced Settings > Administration > Event Logs.
Look at what errors are thrown, then research those errors.
This link will explain some of the errors.
https://www.speedguide.net/faq/docsis-t1-t2-t3-t4-timeout-errors-515
You can also look at the Cable Connect info, like the upstream and downstream power levels, and see if they are in spec. That website I linked has info on that as well.
If you can document the errors, learn what they are, then you can contact technical support and put them on the spot. Post your findings in this forum as well.
I am getting T3 errors, which means my modem is unable to "handshake" with comcasts hub, and every time this happens my internet cuts out for like 5 mins. This happens anywhere to every 20 min to a couple times and hour.
My roommate pays for xfinity and I pay for Starlink, so we have a redundancy. Landlines are way faster than satellite, but the Starlink service has rarely ever gone down.
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CCKrystal
Problem Solver
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385 Messages
2 years ago
Hello @SammamishJoe. Thank you for contacting our team here on our Community Forums page. We definitely are sad to read you are having issues with your services and we would love to help. We understand the importance of internet especially when you are relying on it to work from home. Are you still dealing with services issues at this time?
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