Spotty Connection

I keep losing internet and my event log has constant problems on. I don't really follow what the problem is but I believe there's something wrong with my cables.
can anyone give me some suggestions?

06:07:25 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:09:10 Sun May 2 2021	Warning (5)	MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:09:16 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 4; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:09:17 Sun May 2 2021	Warning (5)	MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:09:36 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 1; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:09:41 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 4; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:09:46 Sun May 2 2021	Warning (5)	MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:09:57 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 1; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:10:08 Sun May 2 2021	Warning (5)	MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:10:20 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 4; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:44:08 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:44:35 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:45:05 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:45:50 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:50:46 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
06:51:19 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:19:29 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:19:56 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:25:32 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:26:02 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:38:00 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:38:28 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:39:52 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:40:21 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:50:01 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:50:05 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:50:28 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:50:45 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:55:29 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:56:04 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:56:51 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
07:57:21 Sun May 2 2021	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

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EG

Expert

•

117.1K Messages

5 years ago

Please also 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 ?

Is this a WiFi connection ?

user_60cfd6

Visitor

•

3 Messages

5 years ago

Having a hard time getting it to copy.

Motorola 8611

This comment was created from this reply

The downstream power is low / out of spec. And the upstream power is on the high side and it may be intermittently fluctuating even higher 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.

Good luck with it !

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

5 years ago

user_60cfd6

Visitor

•

3 Messages

Thanks I'll look into all that. I looked at everything and the cables and splitters seem fine, so I'll go about replacing them

5 years ago

CCTambrey

Gold Problem Solver

•

3.4K Messages

Hello, @user_60cfd6! Thanks for taking the time to reach out to us here for help and working with our wonderful expert, EG. I wanted to check in with you since it's been a few days and see if the tips EG provided helped or if you could still use a hand? :)

I no longer work for Comcast.

5 years ago

hanks424

Contributor

•

27 Messages

5 years ago

Same issue here. Modem restarts, thousands of uncorrectable codewords, TVs all go blank, lots of T3s, SNR 42 dB. We have no splitters, just an EVO1 amp installed by Comcast many years ago.

Took 1 week to get service call, tech called me and said everything looks OK on his end, if he came out there would be a service charge. Same thing happened 18 months ago and finally corrected by Maintenance (pole top amp several blocks away). We live in an area with many people gone for the summer, hence not a lot of complaints.

The tech told me if he cannot see the problem he cannot refer to maintenance. So you are out of luck if you have a transient issue. This is unacceptable.

(edited)

hanks424

Contributor

•

27 Messages

5 years ago

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR / MER	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	QAM256	5	501000000 Hz	3.2 dBmV	42.6 dB	4234931542	13066	7829
2	Locked	QAM256	1	477000000 Hz	2.7 dBmV	42.2 dB	4233194262	16776	8234
3	Locked	QAM256	2	483000000 Hz	2.8 dBmV	42.3 dB	4233204104	17701	7443
4	Locked	QAM256	3	489000000 Hz	3.0 dBmV	42.5 dB	4233217133	16125	8082
5	Locked	QAM256	4	495000000 Hz	3.0 dBmV	42.5 dB	4233233740	14433	7164
6	Locked	QAM256	6	507000000 Hz	3.4 dBmV	42.7 dB	4233252693	8991	7077
7	Locked	QAM256	7	513000000 Hz	3.4 dBmV	42.7 dB	4233265481	11522	7204
8	Locked	QAM256	8	519000000 Hz	3.6 dBmV	42.7 dB	4233280305	8039	7210
9	Locked	QAM256	9	525000000 Hz	3.7 dBmV	42.9 dB	4233302779	8303	6771
10	Locked	QAM256	10	531000000 Hz	3.9 dBmV	42.9 dB	4233320977	7503	6498
11	Locked	QAM256	11	537000000 Hz	3.9 dBmV	42.9 dB	4233335796	6478	6411
12	Locked	QAM256	12	543000000 Hz	3.9 dBmV	42.8 dB	4233344877	9811	6591
13	Locked	QAM256	13	555000000 Hz	4.0 dBmV	42.9 dB	4233355612	6130	6184
14	Locked	QAM256	14	561000000 Hz	4.1 dBmV	43.1 dB	4233370709	5793	6192
15	Locked	QAM256	15	567000000 Hz	4.0 dBmV	42.9 dB	4233387466	5212	6225
16	Locked	QAM256	16	573000000 Hz	4.1 dBmV	42.8 dB	4233399534	5571	6156
17	Locked	QAM256	17	579000000 Hz	4.1 dBmV	42.8 dB	4233414759	4777	6192
18	Locked	QAM256	18	585000000 Hz	4.3 dBmV	43.0 dB	4233412664	4861	5945
19	Locked	QAM256	19	591000000 Hz	4.6 dBmV	42.9 dB	4233420012	4629	6136
20	Locked	QAM256	33	423000000 Hz	1.9 dBmV	41.8 dB	4233368161	36471	9058
21	Locked	QAM256	34	429000000 Hz	1.9 dBmV	41.9 dB	4233384489	33229	8892
22	Locked	QAM256	35	435000000 Hz	1.9 dBmV	41.8 dB	4233398829	33249	8588
23	Locked	QAM256	36	441000000 Hz	2.0 dBmV	42.0 dB	4233403091	38881	11124
24	Locked	QAM256	37	453000000 Hz	2.2 dBmV	41.8 dB	4233427937	25907	8083
25	Locked	QAM256	38	459000000 Hz	2.2 dBmV	41.8 dB	4233446741	26902	7975
26	Locked	QAM256	39	465000000 Hz	2.5 dBmV	41.9 dB	4233465384	21660	8043
27	Locked	QAM256	40	471000000 Hz	2.4 dBmV	42.0 dB	4233478000	22561	7935
28	Locked	QAM256	42	399000000 Hz	2.0 dBmV	42.0 dB	4233468534	39600	11336
29	Locked	QAM256	43	405000000 Hz	1.9 dBmV	41.8 dB	4233511178	37224	9812
30	Locked	QAM256	44	411000000 Hz	1.7 dBmV	41.9 dB	4233494322	40201	10798
31	Locked	QAM256	45	417000000 Hz	1.7 dBmV	41.8 dB	4233509511	33985	8856
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0

hanks424

Contributor

•

27 Messages

5 years ago

THE Problem continues. Second service call scheduled.

Time Priority Description
2021-07-04, 12:55:54 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2021-07-04, 06:57:43 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-04, 06:57:43 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-04, 06:57:43 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-04, 06:57:42 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-04, 06:57:40 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-04, 06:46:10 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-04, 06:46:08 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-04, 06:46:03 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-03, 10:14:29 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-03, 10:14:27 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-03, 09:14:24 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-03, 09:14:23 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-03, 08:16:37 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-03, 07:43:51 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-03, 06:14:05 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-02, 11:49:37 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-02, 11:49:37 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-02, 07:49:40 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-02, 06:39:52 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-01, 09:15:16 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-01, 09:12:38 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-01, 08:50:04 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-01, 08:50:04 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-01, 08:26:33 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
2021-07-01, 08:26:27

(edited)

XfinityJeniece

Official Employee

•

3.9K Messages

Hey there, @hanks424, thanks for reaching out through Xfinity Forums regarding your ongoing connection concerns! I definitely apologize for these ongoing issues. We work from home so we all understand how important it is to have a solid connection. We would be happy to take a look at your account for more details on your connection.

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer. tick

5 years ago

EG

Expert

•

117.1K Messages

@ComcastJen

Wonder how the original poster is doing.....

(edited)

5 years ago

hanks424

Contributor

•

27 Messages

5 years ago

Why can't Xfinity resolve this? It's like pulling teeth to get a tech out. "As long as your service is 'working' we won't send a tech"

I have never had an issue like this; been customer since 1996. you are out of luck if you have a transient issue

BTW, Xfinity reports that my modem is not visible.

(edited)

hanks424

Contributor

•

27 Messages

5 years ago

Connection just dropped again today. Does anyone from Infinity monitor this board?

XfinityJeniece

Official Employee

•

3.9K Messages

Hey there, @hanks424, we are definitely monitoring this community and we are here to help! I would be happy to assist you with troubleshooting your connection. Would you like to go ahead and send a Private Message so we can take a look at your connection on our end?

To send us a private message including your name and service address and select "Xfinity Support" by clicking on the chat icon at the top right of the page. We look forward to speaking with you!

5 years ago

hanks424

Contributor

•

27 Messages

@hanks424 "clicking on the chat icon at the top right of the page"

sorry, no icon. General chat leads to virtual assistant. Please be more clear?

5 years ago

XfinityJeniece

Official Employee

•

3.9K Messages

No worries, we are happy to help with walking you through the process! Are you seeing any icons in the upper right-hand corner of the Xfinity Forums page?

5 years ago

hanks424

Contributor

•

27 Messages

no icons in the upper right-hand corner of the Xfinity Forums page

5 years ago

XfinityJeniece

Official Employee

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3.9K Messages

Have you tried clearing the cache and cookies on your current browser to ensure everything is up to date? I know that has helped customers in the past be able to use those icons and come to private chat.

5 years ago

hanks424

Contributor

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27 Messages

5 years ago

Closed Firefox and started Chrome -- Same result... NO Icons

This is crazy

XfinityJeniece

Official Employee

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3.9K Messages

I definitely apologize for the concerns you are having the chat icon should be located at the top of the page and is located next to your Profile Icon which will allow you to view your profile. Are you able to see the icon with your profile?

5 years ago

hanks424

Contributor

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27 Messages

5 years ago

Yes I can view my profile but no icon for chat. I have a second tech scheduled in a few days. Here's what will happen - they will measure signal, tell me nothing wrong, can't defer to maintenance until they can see problem. He may hit us with a service charge (which I will never pay). After he leaves, the problem will continue until someone takes the initiative to troubleshoot intermittents on the node.

Again, look at the T3 timeouts, and high SNRs, modem resets, etc. This is not rocket science.

I have wasted way too much time with Xfinity on this matter. Look at the results I have posted in this thread... FEEDBACK??

XfinityJeniece

Official Employee

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3.9K Messages

I am sorry you are experiencing issues with the chat feature on our site. We definitely want to assist you further through our Xfinity chat system in regard to your current appointment. I know your time is valuable and I don't want you to have to spend any more time on this issue! I would be equally frustrated in your shoes! I am happy to hear you have a tech appointment scheduled. They will be the best method in getting a ticket submitted to our maintenance team for any issues with the local node. I would be sure to show them the logs you have posted on this thread so they are aware of those T3 timeouts.

5 years ago

hanks424

Contributor

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27 Messages

5 years ago

2 021-07-06, 15:09:13	Notice (6)	CM-STATUS message sent. Event Type Code: 8; Chan ID: 7; DSID: N/A; MAC Addr: N/A; CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
2021-07-06, 15:08:45	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-CM-QOS=1.1;CM-VER=3.1;
2021-07-06, 15:08:29	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=
2021-07-06, 15:08:28	Critical (3)	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-;CM-VER=3.1;
2021-07-06, 15:08:28	Critical (3)	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;-VER=3.1;
2021-07-06, 10:34:59	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MACVER=3.1;
2021-07-06, 10:34:59	Warning (5)	Dynamic Range Window violation

hanks424

Contributor

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27 Messages

5 years ago

Comcast Jen: UPDATE Problem is fixed.

2nd tech replaced an old damaged service drop (see photo) and fitted a new passive splitter. PROBLEM FIXED. Tech very attentive and should be given a raise!

The first tech never bothered to show up, calling me the morning of the appointment, telling me (remotely) the service looks good, and there would be a service charge if he didn't find a problem and I should cancel the appointment. He could have cared less about intermittent dropped connections. Because of him we had to endure another week of poor service and almost switched providers. The difference between the two techs was night and day. I pity Xfinity customers who are unlucky enough to get the original tech.

ComcastJen You should show my comments to management. Because of the great work of the second tech I am happy to recommend Xfinity.

(edited)

XfinityGabriel

Official Employee

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3.1K Messages

Awesome! I am very glad to hear that the problem is fixed. I am sorry to learn that the first tech was a no-show. What I would like to do from here is explore all of the options that we have available to rectify this experience. I also would like to credit you for the services charged while down. In order to get started, would you mind sending us a private message confirming your first/last name and full address so I can ensure I am working on the correct account?

5 years ago

hanks424

Contributor

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27 Messages

The only icon upper right is peer to peer chat???

5 years ago

XfinityAirelle

Official Employee

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3.1K Messages

Thast correct, please start a peer to peer chat! If needed, search for Xfinity support and start the conversation there!

5 years ago

EG

Expert

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117.1K Messages

Yes. That's it. Since the employee did not give you instructions, here's how;

To send a private message.

To send a "Peer to peer" / "Private chat message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon or https://comca.st/3yNGegR
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• - An "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

See https://comca.st/3i4B6z4 for an example.

(Credit to @BruceW for this excellent explanation.)

5 years ago

hanks424

Contributor

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27 Messages

EG: Thanks so much for your excellent example. If you look at this thread you can see I have been trying to DM Xf for some time. MANY people are confused about messaging!

I talked with cust svc a few days ago and got the bill partially adjusted.

The "Accepted Answer" for this thread is keep after Xfinity until they finally address issues with intermittent service. That said, they are still better than the competition.

And Xfinity is improving :-)

5 years ago

Your Home Network

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EG

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EG

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EG

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XfinityJeniece

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