Frequent Visitor
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6 Messages
Rolling blackouts?
Hello!
For over a month now, my wifi has been cutting out constantly. Some days it's out more than it's working, so I'm not sure what I'm paying for anymore. I'm constantly going through the troubleshooting, chatting with an agent, and getting tech appointments. My modem logs are full of "no UCDs received" and t3 timeouts (internet is currently out so I can't access my log to post the stats).
A tech told me they're out in my area constantly because many people are having the same issue, and the grid can't handle the amount of people working from home and using the internet all at once. It's apparently been an ongoing issue for a long time, the company is aware, but there is no estimated fix date. I'm over it, to say the least.
I tend to lose internet like clockwork around the same time during the week, even at night, so I was wondering if the company has been purposefully disconnecting customers in rolling blackouts to try to support the masses using the system? Im assuming the "no UCDs received" confirms it's a problem on their end, not mine. I just want an explanation so I can decide if it's worth waiting out, or if I need to give up and switch providers.
I will try to post my logs when my internet returns.
Thank you.
For over a month now, my wifi has been cutting out constantly. Some days it's out more than it's working, so I'm not sure what I'm paying for anymore. I'm constantly going through the troubleshooting, chatting with an agent, and getting tech appointments. My modem logs are full of "no UCDs received" and t3 timeouts (internet is currently out so I can't access my log to post the stats).
A tech told me they're out in my area constantly because many people are having the same issue, and the grid can't handle the amount of people working from home and using the internet all at once. It's apparently been an ongoing issue for a long time, the company is aware, but there is no estimated fix date. I'm over it, to say the least.
I tend to lose internet like clockwork around the same time during the week, even at night, so I was wondering if the company has been purposefully disconnecting customers in rolling blackouts to try to support the masses using the system? Im assuming the "no UCDs received" confirms it's a problem on their end, not mine. I just want an explanation so I can decide if it's worth waiting out, or if I need to give up and switch providers.
I will try to post my logs when my internet returns.
Thank you.
Responses
EG
Expert
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87.1K Messages
6 m ago
Post the signal status values as well. Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
What is the exact make and model number of the modem ?
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Laurf
Frequent Visitor
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6 Messages
6 m ago
Thanks for your reply. I have a Motorola MB7220. I hope this posts in an OK format:
And here's the log after the most recent issue:
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EG
Expert
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87.1K Messages
6 m ago
The signal staus values are o/k.
FWIW most of those error log entries are unhelpful because they have the default 1970 date/time stamp, so they can't really be used for troubleshooting and are invalid. The default time happens when a modem is re-booted/powercycled either deliberately by the end user or spontaneously because of connectivity / signal issues with the system and spits out a number of random errors caused by the re-boot. Makes the entries look more numerous than they really are.
Are there any more entries with the valid time being shown ? If so, please post them too.
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Laurf
Frequent Visitor
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6 Messages
6 m ago
I'm not sure how to attach a jpeg, but I do have screenshots of my log right after internet comes back up. I uploaded one to Google Drive, hopefully that's allowed and I have the permissions set correctly for the link below to work:
https://drive.google.com/file/d/1T-Msdt4hI6ohIoqBk3KIAlxaFgtF4iaO/view?usp=sharing
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EG
Expert
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87.1K Messages
6 m ago
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Laurf
Frequent Visitor
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6 Messages
6 m ago
https://drive.google.com/file/d/1T-Msdt4hI6ohIoqBk3KIAlxaFgtF4iaO/view?usp=drivesdk
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EG
Expert
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87.1K Messages
6 m ago
No worries ! 😊
Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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Laurf
Frequent Visitor
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6 Messages
6 m ago
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ComcastChe
Official Employee
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6.1K Messages
5 m ago
Hi @Laurf, I just wanted to check in to see if the tech was able to get everything taken care of for you?
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.
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ComcastRob
Official Employee
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271 Messages
5 m ago
@Laurf
Hi there! I wanted to follow up with you to see if you still need assistance. Hi there! I'd be glad to ensure that this gets looked into further. Please click on my handle (ComcastRob) and send a private message with your name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.
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Laurf
Frequent Visitor
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6 Messages
5 m ago
Hello,
Thanks for checking in. I just got internet back after it being out for 14 hours. The techs are still saying there's a part that the company needs to order to fix this and handle the work from home traffic. I'm really frustrated knowing that the company has known what's going on for months, yet isn't fixing it. In short, yes, the problem still persists, and I only have internet access for a couple of hours a day on a good day.
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