17 Messages
upstream channels become unlocked getting T3 and T4 timeouts
I started to have this issue last Thursday where the upstream connection would blink on my modem, it would repeat the process and then the internet would drop. Its been doing this every day since around 4pm for about 10 to 15 mins. I have checked and replaced the coax cable from the wall to modem. Today when it happened only two of the upstream channels became Not Locked. I have also unplugged and power cycled the modem, router, computer, and network switches. I am back up and running but I have a feeling this may happen again tomorrow and need help.......
Here are copies of the logs and channels
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 435000000 Hz Locked
Connectivity State Ok Operational
Boot State Ok Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 1 417000000 Hz 4.6 dBmV 36.8 dB 10 940
2 Locked QAM 256 2 423000000 Hz 4.6 dBmV 37.0 dB 1 700
3 Locked QAM 256 3 429000000 Hz 3.6 dBmV 36.6 dB 10 848
4 Locked QAM 256 4 435000000 Hz 3.7 dBmV 36.8 dB 268 1065
5 Locked QAM 256 5 441000000 Hz 4.5 dBmV 37.0 dB 11 852
6 Locked QAM 256 6 447000000 Hz 3.3 dBmV 36.3 dB 14 766
7 Locked QAM 256 7 453000000 Hz 3.8 dBmV 36.8 dB 17 768
8 Locked QAM 256 8 459000000 Hz 4.2 dBmV 37.6 dB 16 1572
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 54.0 dBmV
2 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 54.0 dBmV
3 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 54.0 dBmV
4 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 54.0 dBmV
Current System Time: Sun Jun 2 15:10:11 2024
System Up Time: 21:27:20
Time Priority Description
Jun 2 14:42:55 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 2 14:42:55 2024 Critical (3) No Ranging Response received - T3 time-out
Jun 2 14:53:43 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 2 14:53:43 2024 Warning (5) TCS Partial Service
Jun 2 14:54:13 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jun 2 15:00:36 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 2 15:00:36 2024 Critical (3) No Ranging Response received - T3 time-out
Jun 2 15:11:22 2024 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Jun 2 15:11:23 2024 Warning (5) TCS Partial Service
Jun 2 15:11:53 2024 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Here is after I did a power cycle of all equipment
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 435000000 Hz Locked
Connectivity State Ok Operational
Boot State Ok Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 1 417000000 Hz 5.0 dBmV 37.9 dB 3 864
2 Locked QAM 256 2 423000000 Hz 4.9 dBmV 37.9 dB 9 772
3 Locked QAM 256 3 429000000 Hz 3.9 dBmV 37.3 dB 1 1386
4 Locked QAM 256 4 435000000 Hz 3.9 dBmV 37.6 dB 16 1606
5 Locked QAM 256 5 441000000 Hz 4.8 dBmV 37.9 dB 19 914
6 Locked QAM 256 6 447000000 Hz 3.6 dBmV 37.6 dB 13 860
7 Locked QAM 256 7 453000000 Hz 4.0 dBmV 37.9 dB 47 760
8 Locked QAM 256 8 459000000 Hz 4.5 dBmV 38.2 dB 17 639
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 51.0 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 51.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 51.0 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 51.0 dBmV
Current System Time: Sun Jun 2 16:07:34 2024
System Up Time: 00:28:58
BruceW
Gold Problem Solver
•
25.9K Messages
4 months ago
Both sets of upstream channel stats have out of spec power levels (too high). Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
What is the modem model number? There aren't very many 8 channel devices left on the Approved list. See https://www.xfinity.com/support/devices and especially the "All Compatible Devices" link near the bottom of that page (at the moment it points to https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.05.17%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time).
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
(edited)
1
0
user_hgo02g
17 Messages
4 months ago
I am still getting the same error message every day since last thursday
0
0
BruceW
Gold Problem Solver
•
25.9K Messages
4 months ago
If the signal problems haven't been corrected the error messages will continue. It's the electronic equivalent of trying to drive a car on a road that covered by mud, snow, and potholes.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
3
0
BruceW
Gold Problem Solver
•
25.9K Messages
4 months ago
Sounds promising. Hoping it holds for you, good luck!
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
1
user_hgo02g
17 Messages
4 months ago
Update I had a tech out today upstream levels were acceptable, put my line on another port, was told a ticket will be sent up to have maintenance team look into the noise issue. Give a few days, I hope this fixes the upstream issue I have been experiencing.
0
0
XfinityEmilyB
Official Employee
•
1.6K Messages
4 months ago
@user_hgo02g Thank you for reaching out to us here and keeping us posted about the steps you've taken to deal with the internet issues. Thank you @BruceW for jumping in to help, we can always count on you to lend a hand! I want to look for updates on that maintenance ticket.
Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.
1
0
EG
Expert
•
106.2K Messages
4 months ago
@user_hgo02g @XfinityEmilyB
Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
1
EG
Expert
•
106.2K Messages
4 months ago
Thanks for updating your topic ! Hope things hold up for you ! Good luck !
2
0
user_hgo02g
17 Messages
3 months ago
No luck my issue still remains three of my upstream channels drop ever day for the past two weeks, from 2-5pm my upstream noise gets high, I see that the downstream noise is where it should be at. I have a third tech scheduled for this week at the time the noise is worse. I will continue to update everyone here with what happens.
0
0
Xantoszz12
Contributor
•
51 Messages
3 months ago
I don't know when they'll get that it's a problem on their end, not the customers'. Too many people are having the same issue and they refuse to look into it beyond sending a tech out
1
0
user_hgo02g
17 Messages
3 months ago
Update time. I had a tech come out last Saturday a week ago today and he said they can't open a work order let alone send a ticket up to have the issue looked into unless its happening when they are at your home. I am still having the issue where my upstream power starts to rise especially on hot days. Cooler days seem to have less effect on the power levels. The tech appears to not know what is going on and plans to talk with their maintenances supervisor next week. It was also suggested that do a ping to the modem ip which in turn came back with 0% packet lost.
(edited)
3
0
EG
Expert
•
106.2K Messages
15 days ago
Again I'll say. Thanks for updating your topic ! Hope things hold up for you ! Good luck !
0
0