I've got my own recent hardware (modem, router). I've stepped through all the signal level checks and replaced a few dated splitters (service came to the house once). My service frequently works fine for a couple weeks then might be out for 20 minutes. I might then check the Arris Modem logs to see a few level 3, 4 warnings. Rule out single computers, wifi etc. Call support and end up with a non technical person who inevitably says it looks fine at their end. When I've asked for an escalation, they claim they'll put a scan/monitor on it for a week but it's not a daily event so a week easily passes without another outage. They call back and basically wash their hands of there being any problem.
In my modem logs I see several Level 3, 4 errors like:
SYNC Timing Synchronization failure - Failed to acquire FEC framing Improper Configuration File CVC Format Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time ou
In all the troubleshooting articles I find, the steps are all based around checking issues in the home (singal levels, uncorrectables) but what about issues on the broadband providers side ? I had a nasty neighborhood issue in a previous home where Comcast stubbornly did nothing till other neighbors complained of dropped VOIP calls then to find that a neighborhood hardware piece was bad. I'm frustrated I have no visibility into the outside-my-home broadband provider network health. Any recommendations ?
That's a shame. I feel hamstrung troubleshooting issues outside the home. I also wish I knew what exact questions to ask. I get only the vaguest responses when I ask (i.e. "your connection looks good from our end") even when in the end, that turns out not to be true.
Hello, ben2ee -
I can help with this issue and check on the area with you. Can you please send me a private message with your first and last name?
To send me a Private Message, please click my name “ComcastAlly” and click “send a message.”