Regular Visitor
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10 Messages
Repeated Service Drops, T3 Timeouts, etc. - Cant get resolved/terrible customer service
I recently moved homes and Xfinity service in the new home is so poor with continued drops/instability I can't work from home. I might have to try and find another solution. When I am able to actually get to talk with someone (which is not easy to explain the issue in detail) all they do is send someone out to put a new line from the tap to the house which is waste of both my and their time. See below for snapshot of what I am seeing based on the event logs in system, etc.
I’m experiencing repeated service drops caused by upstream ranging failures. My Arris S34 logs show sustained clusters of T3 timeouts, unicast maintenance failures, downstream SYNC loss, OFDM profile changes, and upstream diplexer re-initialization — without a full modem reboot. Downstream and upstream signal levels are in spec during stable periods, which indicates intermittent return-path noise or node-level impairment rather than in-home wiring or equipment. Does anyone have thoughts on how I can escalate this to network/line maintenance or someone with deeper knowledge to investigate upstream noise, node health, and CMTS logs for my service area versus just checking my wiring in house and then installing a new line outside which is not working after 2 attempts.
Thanks in advance.




XfinityJeff
Official Employee
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472 Messages
1 day ago
Good morning @martelli, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. As someone that also works from home, I can understand the need for a good, stable connection. You have reached the right team that can take a look at this for you and get this resolved. Since we have already been working with you over direct message, we will continue to work with you there for this issue.
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martelli
Regular Visitor
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10 Messages
1 day ago
Thanks - hoping someone can actually help me solve this versus wasting more time with visits and phone calls that do not fix the problem.
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EG
Expert
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114.9K Messages
1 day ago
@martelli @XfinityJeff
Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
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EG
Expert
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114.9K Messages
1 day ago
@martelli @XfinityJeff
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.
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