Regular Visitor
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8 Messages
Rebooting modem daily. Xfinity t3 time out
I have to reboot my modem every day because of the xfinity time out. When I try to call, I get a technician tell me to reboot my modem. Which obviously resolves the short term issue. Long term issue is still not resolved. What are my next steps? How can I get a hold of someone else to resolve this?
BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your modem or gateway's model number and signal information, especially downstream power levels and SNR, upstream power levels, and error log.
If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.
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EG
Expert
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111.6K Messages
5 years ago
Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.
Or copy all of the text of the status page and paste it into the body of your next post here.
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Lauraandrews
Regular Visitor
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8 Messages
5 years ago
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Lauraandrews
Regular Visitor
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8 Messages
5 years ago
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BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
The signal info you posted looks OK. Please also post
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LollyB
New Poster
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2 Messages
5 years ago
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Lauraandrews
Regular Visitor
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8 Messages
5 years ago
Appreciate youre help!
Modem: motorola MB8600
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CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=00:40:36:61:4b:1c;CMTS-MAC=00:01:5c:62:58:6e;CM-QOS=1.1;CM-VER=3.1;
Although typically my event log shows
No Ranging Response Received - T3 Timeout CM-MAC
and
SYNC Timing Synchronization Failure - Failed to Aquire QAM/QPSK symbol timing. these are in the screenshots that wont show 😞
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CCTambrey
Gold Problem Solver
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3.4K Messages
5 years ago
Hello, Lauraandrews!
Thanks for reaching out to us here on the Xfinity Forums for help with this issue you are having. Many of us are working from home these days and I understand first-hand how important it is to have a consistent connection to the internet. I'd love to take a closer look and see what we can do to get you back to the reliable service we want you to have!
Please send me a private message with your first and last name, as well as your service address so I can assist.
To send a private message, click my name "ComcastTambrey", then click "send a message".
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