T3 Timeouts after Hurricane Helene unusable internet

I am having the exact same barrage of T3 timeouts. I've spent a ton of money moving from the S33/Netgear X10 R9000 to the MB8611/Asus AX11000 PRO tri band.

I've changed cable from the splitter outside to my modem, all ethernet cables. Frustrating. I screen shot my modem log daily. Shows 16 consecutive T3 timeouts, speeds are great (1.2gbps/40mbs) when they work, and absolutely unusable when it starts to drop connection at random.

Tech was at my house, replaced connectors and put a drop box on the house, etc.... I cannot duplicate the issue so the tech says everything is fine.... This all started when Hurricane Helen came through. I'm certain the issue is at the pole, somewhere outside, maybe loose connection at the TAP. I don't know but it's not my equipment... I even activated an old SB6141 modem to see, and nope.

I don't know how to get ahold of a REAL PERSON at xfinity to actually have a conversation and SHOW someone who understands, my event log. I have been with xfinity for 13 years and I cannot justify spending $130 a month for internet that is unusable half of the time...

I'm at a loss... Have another appointment scheduled probably with another contractor or tech to say "looks fine on our end!".

Extremely frustrating.....

Responses

XfinityAlyssaA

Official Employee

•

1.7K Messages

1 month ago

Good evening @GrimKevn, and thank you for reaching out to our dedicated Communities team, we appreciate it. I hope you are otherwise having a wonderful week so far and am sorry to hear about your connection issues. As someone who relies on stable internet for work and school, I understand where your frustrations are coming from.

I see that you have been experiencing a barrage of T3 timeouts despite changing your cable from the splitter to your modem and Ethernet cables. I also see that a tech was at your home, replaced connectors, put a drop box on the house but you were unable to duplicate the issue so they stated everything was fine, thank you for letting us know.

Additionally, I appreciate your feedback regarding having trouble getting a hold of real person and want to assure you that our Communities team here is team of real live agents and we are dedicated to doing everything we can to help make sure our valuable customer's issues are fixed. Let's get your account pulled up so we can take a closer look at your signal levels and make a plan to get this resolved. To get started, can you please send us a Direct Message with your name and the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

Click the "Direct Message chat" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

We look forward to working with you further.

GrimKevn

3 Messages

After several phone calls, and a few visits- I requested kindly that they send someone who is NOT a sub contractor.

Today I had an XFINITY tech arrive for my appointment, and IMMEDIATELY he saw that the SNR was horrid. As I suspected, he replaced the line from the tap at the pole, to my house, and replaced the barrel connector/splitter that the previous tech did not. After this I logged into my MB8611 dashboard to find that my numbers were finally within spec, and wonderful.

I really thought I was going to have to cancel XFINITY, and I've been a customer for 13 or so years now. Fingers crossed, so far so good, but the modem log speaks for itself. I am hopeful.

I do hope I will not be charged for these visits, as the technicians did not need to assist or touch my equipment. All issues were on the outside of my house. Also, for reference, the cable going from the pole to my house was so dry rotted that it nearly snapped in half when he showed me what it did when he bent it slightly.

I do appreciate this technician and I hope he gets a raise, as most huge companies will not address a single persons issues most of the time, especially when they simply check my modem status on their end and keep calling me and saying "your modem appears to be online, can we cancel the appointment?" over and over.

Aside from this- please make it easier for people to contact someone on the phone or stop walling people with the AI chat. I could not explain to the AI chat bot without scheduling several appointments. Time and money could have been saved if they simply looked at my modem log, send it to a local technician, it would have been 1 visit and 30 minutes of work.

Thanks-

-Kevin-

27 days ago

XfinityThomasC

Official Employee

•

2K Messages

@GimKevin We want to thank you for reaching out on the Community Forum for support with your Internet Connectivity issue. We are glad we were able to resolve your issue. Never hesitate to create another public post for any of your future account and service needs!

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25 days ago

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T3 Timeouts after Hurricane Helene unusable internet

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