Skip to main content

    Support

    Offers

W
Wilver529
1st Topic
1st Reply

Visitor

 • 

5 Messages

Thursday, May 5th, 2022 2:14 PM

Closed

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

I've been getting regular intermittent internet connection issues.  It happened months ago and I ended up replacing both my modem and my WIFI router.  Until recently it has been happening very sporadically but within the last couple of months the dropped connections has picked up.  I have a direct connection to my modem with no cable splitters but my modem does connect to a TP-Link network switch that then connects to a Philips Hue bridge, Apple TV and an EERO WIFI access point.  I've contact Comcast multiple times and the tech has done the normal reboots, and remote diagnostics with no long term success.  Below is the event log from my modem.  I know very little about this so any help would be appreciated.  

Time   Priority   Description 
 Wed May 04 11:44:35 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:44:42 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC
 Wed May 04 11:44:55 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:45:02 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;
 Wed May 04 11:45:15 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:45:22 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;
 Wed May 04 11:45:35 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:45:42 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;
 Wed May 04 11:45:55 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:46:02 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;
 Wed May 04 11:46:15 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:46:22 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC; 
 Wed May 04 11:46:35 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:46:42 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;
 Wed May 04 11:46:55 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:47:02 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;
 Wed May 04 11:47:15 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:47:22 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;
 Wed May 04 11:47:35 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:47:42 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;
 Wed May 04 11:47:54 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:48:02 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;
 Wed May 04 11:48:14 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:48:22 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;
 Wed May 04 11:48:34 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:48:42 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;
 Wed May 04 11:48:54 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:49:02 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;
 Wed May 04 11:49:14 2022    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
 Wed May 04 11:49:22 2022    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;
 Wed May 04 11:49:26 2022    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;
 Wed May 04 11:49:58 2022    Critical (3) 

 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;



   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 25 579.0 -7.9 40.0 550 1810
2 Locked QAM256 41 675.0 -10.1 37.7 311 980
3 Locked QAM256 42 681.0 -9.0 39.6 359 1026
4 Locked QAM256 43 687.0 -10.3 38.8 342 993
5 Locked QAM256 44 693.0 -9.3 39.4 278 918
6 Locked QAM256 26 585.0 -8.9 39.6 411 1357
7 Locked QAM256 27 591.0 -8.5 39.8 415 1226
8 Locked QAM256 28 597.0 -8.2 40.0 516 1512
9 Locked QAM256 29 603.0 -8.2 40.0 338 1222
10 Locked QAM256 30 609.0 -9.0 39.7 426 1232
11 Locked QAM256 31 615.0 -8.1 39.9 455 1140
12 Locked QAM256 32 621.0 -8.2 39.9 484 1197
13 Locked QAM256 33 627.0 -9.1 39.3 346 1014
14 Locked QAM256 34 633.0 -8.6 39.2 336 1237
15 Locked QAM256 35 639.0 -8.4 39.7 382 1280
16 Locked QAM256 36 645.0 -8.8 38.3 326 984
17 Locked QAM256 37 651.0 -9.5 40.3 503 1710
18 Locked QAM256 38 657.0 -9.0 40.5 510 1569
19 Locked QAM256 39 663.0 -9.6 40.4 451 1544
20 Locked QAM256 40 669.0 -9.8 40.3 445 1518
21 Locked QAM256 21 555.0 -7.9 41.1 695 2201
22 Locked QAM256 22 561.0 -8.6 41.0 827 2142
23 Locked QAM256 23 567.0 -8.0 41.0 659 2094
24 Locked QAM256 24 573.0 -8.6 40.8 648 2024
Total             11013 33930



   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 3 5120 29.2 44.9
2 Locked ATDMA 1 5120 16.4 43.9
3 Locked ATDMA 2 5120 22.8 42.9
4 Locked ATDMA 4 5120 35.6 44.5
5 Locked ATDMA 5 2560 40.4 44.4
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0

Question

 • 

Updated 

3 years ago

 • Edited

3.1K

6

0

EG

Expert

 • 

110.1K Messages

3 years ago

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.

(edited)

0

0

CCJoshua1

Problem Solver

 • 

567 Messages

3 years ago

Thanks for taking the time to let us know about the issues you're having @Wilver529. We know exactly howe inconvenient it is with intermittent internet, especially when it's more often now. You're in the right place to get this addressed. We'd love to further investigate this issue together. Would you be willing to send us a private message with your full name and address?

 

To send a "Peer to peer" ("Private") message:

Click "Sign in" if necessary

-Click the "Peer to peer chat" icon

-Click the "New message" (pencil and paper) icon

-Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears, and the "Xfinity Support" graphic will replace the "To:" line

-Type your message in the text area near the bottom of the window

-Press Enter to send it

 

0

0

EG

Expert

 • 

110.1K Messages

3 years ago

@Wilver529 

Did you have a chance to get that requested signal info ? 

@XfinityJoshuaE 

Why must this have to go private right away ? That kind of defeats the purpose of a public help forum, 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. 

2

0

Wilver529

Visitor

 • 

5 Messages

@EG​ Just uploaded the SNR and power level data.

3 years ago

0

EG

Expert

 • 

110.1K Messages

@Wilver529​ The tips about splitters may not apply unless there is/are a hidden splitter(s) somewhere (perhaps in a wall), but I'm including them anyway.

The downstream power is on the low/weak side and it may be intermittently fluctuating even lower to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

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 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 !

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
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
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
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

3 years ago

0

user_413efd

Visitor

 • 

1 Message

3 years ago

@EG​ Having the same issue. Increased over the last month. Was this ever resolved? I’m wondering if Comcast is impacting those of us who purchased rather than lease the cable modem. Just thinking aloud…

0

0

EG

Expert

 • 

110.1K Messages

3 years ago

@user_413efd 

Please create a new topic of your own here on this board detailing your issue. Thanks.

0

0

Wilver529

Visitor

 • 

5 Messages

3 years ago

Comcast did a service call and changed out some of their splices but problem is still present. Working with modem and wifi access point manufactures to see if problems are on their end. Frustrated. 

3

0

forum icon

New to the Community?

Start Here