codelirious's profile

Contributor

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85 Messages

Wednesday, August 21st, 2024 10:51 PM

T3 timeouts are back with erratic internet streaming and stability issues over weeks or months

I started a new job where we do a lot of video meetings (like over Zoom and Meet and Slack etc), and we've all become annoyed at me every few minutes in random (but increasingly frequent) meetings having to ask someone to repeat themselves or say that I can't read the text in the screenshare because it gets blurry... this is becoming insanely frustrating. Everyone else is saying they're not experiencing these issues.

Troubleshooting my modem/router/devices the way I know and Xfinity recommends as well, nothing is fixing the issue. I've been at my place just over a year and things are fine most months, but then the T3 tornadoes start striking during seemingly random periods.

I'll paste my modem logs below but never once have any issues like these happening during periods of T3 timeouts in the modem logs turned out to be a problem with any of my equipment... each time it wouldn't just go away, a senior-level tech ultimately had to investigate Comcast's lines in the walls or outside or in their boxes and then found a problem there, oftentimes multiple problems, oftentimes over weeks-long periods... so frustrating. This is even after going through multiple modem/router swaps and many many many times going through Comcast's instructions and phone support usually through multiple support/"tech" reps including over several "tech levels".

Event Log (sorry that I don't know how to censor the MACs while pasting to a pretty-looking table):
   Log      
  
 Time   Priority   Description 
 Fri Jul 05 09:46:55 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Fri Jul 05 18:37:33 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Fri Jul 12 16:21:03 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Sun Jul 14 17:39:36 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Wed Jul 31 14:22:03 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Fri Aug 02 18:37:27 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Thu Aug 08 00:16:20 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Thu Aug 08 22:12:09 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Fri Aug 09 08:40:21 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Sat Aug 10 13:41:15 2024    Warning (5)   MDD message timeout;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Sat Aug 10 13:45:48 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Fri Aug 16 22:15:02 2024    Warning (5)   MDD message timeout;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Fri Aug 16 22:47:15 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Mon Aug 19 09:59:39 2024    Warning (5)   MDD message timeout;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Mon Aug 19 09:59:59 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Mon Aug 19 14:17:55 2024    Warning (5)   MDD message timeout;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Mon Aug 19 15:37:13 2024    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 
 Wed Aug 21 15:03:59 2024    Warning (5)   MDD message timeout;CM-MAC=[confidential_1];CMTS-MAC=[confidential_2];CM-QOS=1.1;CM-VER=3.0; 

I don't lease the modem, I've had it over 5 years and it's great besides needing an occasional reboot (yes that's when I/we traced it to that, which has been less often than the senior-tech-confirmed T3 Comcast problems). Every time the senior tech found the problem based on me being persistent with Comcast on the T3 timeouts, they fixed the problem, and it was gone for months with great consistent internet, even over a year a few times. Why Comcast can't make this years or decades without the problem, I don't know.

Anyway, now what? I'm so tired right now from everything that my eyes are blurry. Can you escalate this to a senior-level tech so they can inspect the lines again? Or do I need to run through the gauntlet of low-level support reps hanging up on me 1/3rd of the time while going through steps?

Also a junction (?) box outside has no cover and has been exposed to birds making nests in it and rainstorms and snow etc for over a year now. I was told by a tech that I need to report it to the regional office or something... and couldn't tell me how. I have no idea what to do about it. I'd bet it's the problem though. There's no reason for that to be exposed. Comcast should have fixed that before I got here. It honestly looks like a fire hazard. Maybe I should ask the fire department about it? I've got photographs of it going back months. I'm in a condo complex

Contributor

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85 Messages

3 months ago

Oop, I forgot I should post the d/u stream signal stuff...

Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 591000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 11 days 16h:20m:14s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 36 591.0 0.8 45.9 0 0
2 Locked QAM256 29 549.0 1.1 46.1 0 0
3 Locked QAM256 30 555.0 0.7 45.8 0 0
4 Locked QAM256 31 561.0 0.6 45.8 0 0
5 Locked QAM256 32 567.0 0.4 45.7 0 0
6 Locked QAM256 33 573.0 0.4 45.7 0 0
7 Locked QAM256 34 579.0 0.3 45.7 0 0
8 Locked QAM256 35 585.0 0.8 46.1 0 0
9 Locked QAM256 37 597.0 0.9 46.1 0 0
10 Locked QAM256 38 603.0 1.2 46.1 0 0
11 Locked QAM256 39 609.0 1.4 46.2 0 0
12 Locked QAM256 40 615.0 0.9 45.8 0 0
13 Locked QAM256 41 621.0 0.4 40.2 79057 8
14 Locked QAM256 42 627.0 -0.1 37.5 33912376 15026690
15 Locked QAM256 43 633.0 0.4 40.8 33847604 26289726
16 Locked QAM256 44 639.0 0.6 44.2 35522613 24930707
Total             103361650 66247131


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 1 5120 16.4 42.5
2 Locked ATDMA 2 5120 22.8 42.5
3 Locked ATDMA 3 5120 29.2 43.7
4 Locked ATDMA 4 5120 35.6 43.7

Official Employee

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2.2K Messages

3 months ago

Thank you for the modem signal levels and other helpful information, codelirious. Since there are concerns with the outside box as well, let's take this into a direct message. We will further troubleshoot the service. We will need a visit for the box to be repaired which may also be the root cause of the timeouts. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

1 Message

1 month ago

I have had these same issues for four years, on and off. I have paid over $350 in service calls with no resolution. Did you find resolution? 

Official Employee

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1.1K Messages

Hello user_5f6ksr! I'm sorry to read that you have had this ongoing issue for so long and charged for the repair visits. I know it's frustrating when dealing with service issues, I would love to help out and make sure we find the correct solution! 

Please send us a direct message with your name and service address. We will work together from there to make sure we have this trouble repaired! 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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

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

Contributor

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85 Messages

@user_5f6ksr​ The only resolutions I've ever received from this issue is when Comcast fixed something in their equipment. It's happened at least 5 times now over a decade+, and no troubleshooting anyone has done with the modem/router or my gear has ever fixed it.

Every single time I've had an "unfixable" problem with Comcast/Xfinity, it was only fixed by a Senior Tech coming out and inspecting everything, finding some issue with Comcast's equipment, and fixing it.

Over the last several years, when I've actually focused on the problem, and it gets fixed, my internet connection is golden for about 3-9 months. Then, for whatever reason, the problem starts happening again. It starts slow then builds up over time. Every single time I look into the problem (after becoming annoyed/disturbed enough), T3 timeouts are in the logs. When things are running fine, there's no T3 timeouts. There's major consistency here with the problem, but inconsistency with Comcast's response. It's like pulling teeth from a mile away to get actual good troubleshooting from Comcast on this issue.

(edited)

Official Employee

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1.2K Messages

Hi @codelirious  Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the connection issues. I would be more than happy to offer my assistance looking into this further for you. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct 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

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
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