Visitor
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3 Messages
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Hello, I recently moved into a new house and am getting connection drops/modem restarts on a regular basis. This has been frustrating since I work from home. Xfinity sent a technician out 2 days ago but he said everything looks fine and we have a strong signal. There is only 1 coax outlet in the house and there are no splitters anywhere.
Disconnect Event
Wed Jul 19 09:40:22 2023
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
Modem Restart Events
Wed Jul 19 09:44:19 2023
TLV-11 - unrecognized OID;
Wed Jul 19 09:44:22 2023
No Ranging Response received - T3 time-out;
Modem Information/Status
Arris SB6190
Accepted Solution
dylanjm
Visitor
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3 Messages
2 years ago
Update - A technician came out and replaced the wire between the house and the power pole. He said that the majority of the time when issues like this occur it's because of that line. Typically it's an older wire that has been chewed on by animals, not properly weatherproofed, or corroded. So far we haven't had any issues yet. I hope this has permanently resolved the disconnect/restart issue.
(edited)
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BruceW
Gold Problem Solver
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26.2K Messages
2 years ago
The signal levels and SNR values you posted are OK. The error counts might be OK -- can't tell without knowing how long it's been since the counts were reset. But there are other signal stats that the modem doesn't report and can only be read at Comcast.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, 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/. It's not likely they can fix the problem remotely. If not, 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 ($70-$100) 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.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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