Visitor
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4 Messages
Uncorrectable errors and Critical messages in log
Had this issue about 6 months ago, cleared up but is back again. We lose layer3 during the day and have to power cycle the modem (Surfboard S34), I say layer3 because the connection indicator light on the modem shows connected but there's no IP traffic coming from upstream. Looking at the status I see a large amount of uncorrectable errors (over 10k in a 4 hour period) and critical level messages of "No Ranging Response received - T3 time-out" along with "SYNC Timing Synchronization failure - Loss of Sync". SNR ranges between 36db - 41db, power -1.2mV - 4.4mV (have seen it higher, up above 6mV)
Mostly this happens during the daytime, seems to be fine at night. Contemplating getting a Netgear modem but see some posts here where the results have been the same for people. Called support and supposedly the problem is getting sent to another group but I'm not holding my breath.
Looking like it's a line issue and hoping to find a path to have Xfinity to take a look at it.
user_a9hue6
Visitor
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4 Messages
6 days ago
15 hours worth of uncorrectables.
And error messages
[Image removal: "Personal Information"]
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XfinityBradM
Official Employee
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1.7K Messages
4 days ago
@user_a9hue6 Thank you for reaching out regarding your intermittent connection issue. It would appear you're experiencing a signal issue and wouldn't jump to the resolution of replacing the equipment if you're seeing the signals power levels a bit high. You mentioned you have another group looking at this, was there an appointment set up for one of our awesome service technicians to come check the connectors and the lines?
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user_a9hue6
Visitor
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4 Messages
13 hours ago
Why yes there was an appointment set up for a tech to come out.
Tech came out and mention the same thing, the levels seemed a little high.
Tech installed a splitter on the line at my modem.
Modem showed connectivity but unfortunately my router could not get a DHCP address from Xfinity
We restarted the modem, both remotely and physically with the same results, modem showed connectivity but still no address, I looked at the packets and could see DHCP request broadcasts leaving my device but no response from the remote Xfinity end
Tech removed the splitter, restarted the modem again and still no DHCP address from Xfinity
Tech stated he didn't know what to do. I asked if he could contact someone to check if they see my DHCP request coming across to Xfinity, he said no and there was no one he could call to check anything.
Tech claimed he had escalated to a supervisor and they would be onsite at my location within 2 hours
Tech left
Received a call from Xfinity 5 min after the tech left, informing me that the tech had been waiting 20 min to get into my house and was leaving because no one was there. Told the rep on the phone the tech had been in the house, looked at the equipment, performed some tests resulting in an outage, claimed to have escalated and left (had to repeat this a few times as rep was somewhat in disagreement about the events)
No supervisor ever showed up at my location and I received no further communication
Service did come back up later in the evening with the router finally receiving a DHCP address from Xfinity
All in all a disruptive and poor experience with still no resolution to the issue, thank you for asking @XfinityBradM
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user_a9hue6
Visitor
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4 Messages
50 minutes ago
Received a test an email today from Xfinity, both stating that my appointment (scheduled for 12/31) had been canceled, but if I'd like to reschedule within 72 hours I could do so.
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