Frequent Visitor
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20 Messages
T3 and T4 time out and reboots
We use Comcast's (600 mbps down/20 mbps up) service with a Motorola MB7621. Overall the service has solid, but beginning this morning our Xfinity internet was knocked offline 3 times for at least a minute each time. MB7621 connection stats and an event log are below. Each of the t4 time outs seems to correlate with when we did not have internet access.
What is Comcast's criteria for the number of T3 and T4 alerts that require additional attention? Was there work in my neighborhood today that I should be calling Xfinity about? What does Xfinity recommend for how to effectively report this and understand what happened?
user_s0yh22
Frequent Visitor
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20 Messages
4 years ago
This may be a question for Motorola, but it seems odd the MB7621 reports that the system uptime is 20+ days when an internet connection was dropped 3 separate times within the last 24 hours.
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EG
Expert
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118.4K Messages
4 years ago
Your post with that pic of the error log entries was marked as being "Private" by the forum software because it contains CM MAC and the CMTS MAC addresses. They are considered to be personal information. Personally identifiable information is a violation of their forum guidelines. Please delete that pic only.
What you can do instead is to copy and paste all of the text (instead of using an image) but you'll need to redact all of the CM MAC and CMTS MAC addresses. The forum bot will not allow your post to be seen publically.
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user_s0yh22
Frequent Visitor
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20 Messages
4 years ago
@EG, just to follow up on this thread for you and others... Our next-door neighbors and neighbors on the other side are also Comcast customers. They too are experiencing the issues described above.
An hour ago Comcast texted a couple of us that they are experiencing a service interruption and hope to resolve it by 16:10 today. Thanks for setting us all up with help on this matter.
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EG
Expert
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118.4K Messages
4 years ago
O/k my pleasure ! Good luck! Please post back with how things turn out.
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user_s0yh22
Frequent Visitor
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20 Messages
4 years ago
@EG , Comcast's response was swift. Minutes ago we received this Comcast text message:
I'll keep an eye on the modem's event log and report back if the issue persists. Thank you for escalating this matter.
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user_s0yh22
Frequent Visitor
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20 Messages
4 years ago
As luck would have it, about 10 minutes after Comcast texted notifying us the outage was repaired our internet and our neighbors' internet dropped again.
After the post-repair drop-off, our connection to the internet has operated for more than 4 hours without dropping, so we will continue to keep an eye on it and hope tomorrow brings more connectivity.
(edited)
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