Community Forum

WHY IS IT SO IMPOSSIBLE TO TALK TO AN AGENT

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Contributor

WHY IS IT SO IMPOSSIBLE TO TALK TO AN AGENT

I have been having internet issues for months and the one time I've talked to an agent, they were not able to help me at that time I was told that they will call me back that day at 3pm...that was 8 days ago. Today I am having the same issues and the automated system just says we are sorry, thank you for your call and good bye.  

 

My internet goes out multiple times which forces a modem reboot, which has changed my modem's password to something other than the Arris SB8200's default (last 8 of serial #) password which forces me to do a factory reset and that will dump my system's event log. I save my event log in the event I actually get some technical support for my ongoing issues with this abhorrent service I have received thus far.

Highlighted
Contributor

Re: WHY IS IT SO IMPOSSIBLE TO TALK TO AN AGENT

UNBELIEVABLE!!! I was just on the line with one of you agents who said that they were unable to figure out my problem and that they will transfer me to another technical support person to assist me, you’ll never believe what happened next. It brought me back to the AUTOMATED ANSWER SERVICE TO START ALL OVER FROM THE BEGINNING!!!!!!

 

I will keep you all updated.

Highlighted
Contributor

Re: WHY IS IT SO IMPOSSIBLE TO TALK TO AN AGENT

OK, so my tech appt was yesterday and it went just as I expected. He checked the line to my modesm and the one to my house which both checked good. Then he checked the underground access point which he said the signal was out of spec and he also recongnized that their line to the access point should have been buried, just as the previous tech said. I told him about my continous "Dynamic Range Window violations" and how those are affecting my connetion to the internet as well as my multiple T3/T4 timeouts which causes reboots. He suggested that I should lease a modem so that they could better mange my connection, so I did. Not even 30 minutes later I lost internet again while he was still in the truck closing out the job. I was unable to see anything in the event log of the Xfininty modem because actual errors seems to be suppressed. After about 15 mins later it came back up and he left.

 

About an hour later it failed again and I was able to talk to an agent on the phone but she was unable to assist me because she said the was an unexpected outage in my area. I explained that when I called there was no such a report and it likely I triggered the report when I called because of the outage. After reviewing my service and listening to my problems, she advised me that she will up channel my problems and she would call me back. I received no call back and my connection failed one more time that day.

 

With the leased modem, my connection failed again this morning and by the time I was able to reach another agent the modem rebooted. He was able to tell me that since yesterday there were FIVE OUTAGES in my area and he was unable to do anything until the current outage was cleared. I asked him to look at the notes from my previous calls and see if there was anymore information he would need from me and I also asked him to reinstall my personal modem because even when the system was up, I had better perfomance with my Arris SB8200 than I did with the leased modem. As of now, I am still having issues with "Dynamic Range Window violations" and T3 timeouts. I haven't had a T4 yet, but I have no doubt that I will have one before the end of the day.

 
SB8200
Event Log

The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Date Time Event ID Event Level Description
11/18/2020 12:43820005003"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"
11/18/2020 12:2524366940615"Dynamic Range Window violation"
11/18/2020 12:25820011005"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"
11/18/2020 12:2524366940615"Dynamic Range Window violation"
11/18/2020 12:25820011005"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"
11/18/2020 12:2524366940615"Dynamic Range Window violation"
11/18/2020 12:25820011005"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"
11/18/2020 12:2524366940615"Dynamic Range Window violation"
11/18/2020 12:25820011005"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"
11/18/2020 12:25670616006"DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=xxx;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:0124366940666"Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:01820002003"No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:01840001003"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:01840202005"Lost MDD Timeout;CM-MAC=xxxCMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00840001003"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"


Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
41 Locked QAM256 645000000 Hz -7.6 dBmV 38.2 dB 1230 0
13 Locked QAM256 477000000 Hz -1.8 dBmV 41.4 dB 34 0
14 Locked QAM256 483000000 Hz -1.9 dBmV 42.0 dB 34 0
15 Locked QAM256 489000000 Hz -2.2 dBmV 41.6 dB 37 0
16 Locked QAM256 495000000 Hz -2.5 dBmV 42.0 dB 50 0
17 Locked QAM256 501000000 Hz -2.9 dBmV 41.6 dB 77 0
18 Locked QAM256 507000000 Hz -3.5 dBmV 41.2 dB 74 0
19 Locked QAM256 513000000 Hz -4.3 dBmV 40.9 dB 105 0
20 Locked QAM256 519000000 Hz -5.2 dBmV 40.3 dB 146 0
21 Locked QAM256 525000000 Hz -4.6 dBmV 40.4 dB 116 0
22 Locked QAM256 531000000 Hz -5.2 dBmV 40.3 dB 184 0
23 Locked QAM256 537000000 Hz -5.5 dBmV 40.0 dB 216 0
24 Locked QAM256 543000000 Hz -5.3 dBmV 40.1 dB 259 0
25 Locked QAM256 549000000 Hz -5.6 dBmV 39.7 dB 347 0
26 Locked QAM256 555000000 Hz -5.7 dBmV 39.5 dB 438 0
27 Locked QAM256 561000000 Hz -6.1 dBmV 39.7 dB 401 0
28 Locked QAM256 567000000 Hz -6.6 dBmV 39.4 dB 469 0
29 Locked QAM256 573000000 Hz -7.1 dBmV 39.0 dB 576 0
30 Locked QAM256 579000000 Hz -7.6 dBmV 38.8 dB 635 0
31 Locked QAM256 585000000 Hz -8.1 dBmV 38.5 dB 806 0
32 Locked QAM256 591000000 Hz -7.5 dBmV 38.7 dB 856 0
33 Locked QAM256 597000000 Hz -6.6 dBmV 38.8 dB 789 0
34 Locked QAM256 603000000 Hz -7.1 dBmV 38.7 dB 941 0
35 Locked QAM256 609000000 Hz -6.7 dBmV 39.0 dB 1021 0
36 Locked QAM256 615000000 Hz -6.6 dBmV 39.0 dB 893 0
37 Locked QAM256 621000000 Hz -6.6 dBmV 38.8 dB 1015 0
38 Locked QAM256 627000000 Hz -6.9 dBmV 38.6 dB 1511 0
39 Locked QAM256 633000000 Hz -7.1 dBmV 38.5 dB 1362 0
40 Locked QAM256 639000000 Hz -7.3 dBmV 38.4 dB 1143 0
42 Locked QAM256 651000000 Hz -7.5 dBmV 37.9 dB 1193 0
43 Locked QAM256 657000000 Hz -7.4 dBmV 38.2 dB 1303 0
44 Locked QAM256 663000000 Hz -7.7 dBmV 38.0 dB 1659 0
159 Locked Other 690000000 Hz -8.6 dBmV 34.8 dB 732900947 0
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 5 Locked SC-QAM Upstream 39600000 Hz 1600000 Hz 44.0 dBmV
2 1 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 44.0 dBmV
3 2 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 43.0 dBmV
4 3 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 42.0 dBmV
5 4 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 41.0 dBmV

Highlighted
Contributor

Re: WHY IS IT SO IMPOSSIBLE TO TALK TO AN AGENT

THIS IS A CUSTOMER SERVICE ISSUE.

 

My internet connection fails multiple times a say. My modem's event logs stay full of T3/T4 TimeOuts and Dynamic Range Window violations. May gameplay used to clean up after reboots but for the past 3 months, nothing helps. For they past two weeks it has been hit and miss  if I could even be connected to a match due to ping rate time outs. (+200ms). My first tech visit was Apr 2020 and they said the main line to the neighborhood drop point was supposed be a temp line and it wasn't buried. It runs along the fence line of several homes and has been there for at least 10 years. The line from the drop point to my house is buried and from that drop to my modem is a single line. Those all checked good in Apr but the main line had issues and was supposed to be replaced. It has not.

 

This past Tuesday, 17 Nov, I had another tech come out to tell me the same thing, he checked the line to my modem and the one to my house which both checked good. Then he checked the underground access point which he said the signal was out of spec and he also recongnized that their line to the access point should have been buried, just as the previous tech said. I told him about my continous "Dynamic Range Window violations" and how those are affecting my connetion to the internet as well as my multiple T3/T4 timeouts which causes reboots. He suggested that I should lease a modem so that they could better mange my connection, so I did. Not even 30 minutes later I lost internet again while he was still in the truck supposedly requesting a maintenance tickect for their faulty line. I was unable to see anything in the event log of the Xfininty modem because actual errors seems to be suppressed. After about 15 mins later it came back up and he left.

 

About an hour later it failed again and I was able to talk to an agent on the phone but she was unable to assist me because she said the was an unexpected outage in my area. I explained that when I called there was no such a report and it likely I triggered the report when I called because of the outage. After reviewing my service and listening to my problems, she advised me that she will up channel my problems and she would call me back. I received no call back and my connection failed one more time that day.

 

With the leased modem, my connection failed again the morning of 18 Nov and by the time I was able to reach another agent the modem rebooted. He was able to tell me that since yesterday there were FIVE OUTAGES in my area and he was unable to do anything until the current outage was cleared. I asked him to look at the notes from my previous calls and see if there was anymore information he would need from me and I also asked him to reinstall my personal modem because even when the system was up, I had better perfomance with my Arris SB8200 than I did with the leased modem. As of now, I am still having issues with "Dynamic Range Window violations" and T3 timeouts. I haven't had a T4 yet, but I have no doubt that I will have one before the end of the day.

 

Today I had to go into the office to complete my work because I lost internet again!!! It went through 3 more T4 timeouts while I was gone so I called again to give another report. After talking with my 4th agent, she told me that there was no maintenance request made by the Tech on 17 Nov nor was there one entered for my first visit in April. WTH!!!! She also tells me that there isn't anything she can do about that and I would need another Tech to come out!!! To say I'm beyond frustrated at this moment would be an understatement!!! As I'm typing this I get an automated call about how they "resolved an issue that was impacting my service", that is not true, my problems will continue until your service line is repaired.

 

Here's my Arris SB8200 Modem:

 

Connection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel645000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 
Downstream Bonded Channels
Channel IDLock StatusModulationFrequencyPowerSNR/MERCorrectedUncorrectables
41LockedQAM256645000000 Hz-7.5 dBmV38.4 dB50
13LockedQAM256477000000 Hz-1.8 dBmV41.9 dB00
14LockedQAM256483000000 Hz-1.9 dBmV42.4 dB00
15LockedQAM256489000000 Hz-2.1 dBmV42.1 dB00
16LockedQAM256495000000 Hz-2.4 dBmV42.0 dB00
17LockedQAM256501000000 Hz-2.8 dBmV41.7 dB00
18LockedQAM256507000000 Hz-3.4 dBmV41.1 dB00
19LockedQAM256513000000 Hz-4.3 dBmV40.7 dB00
20LockedQAM256519000000 Hz-5.2 dBmV40.6 dB00
21LockedQAM256525000000 Hz-4.6 dBmV40.8 dB00
22LockedQAM256531000000 Hz-5.3 dBmV40.3 dB00
23LockedQAM256537000000 Hz-5.6 dBmV40.2 dB00
24LockedQAM256543000000 Hz-5.3 dBmV40.5 dB10
25LockedQAM256549000000 Hz-5.5 dBmV40.1 dB00
26LockedQAM256555000000 Hz-5.5 dBmV40.0 dB10
27LockedQAM256561000000 Hz-5.9 dBmV39.9 dB60
28LockedQAM256567000000 Hz-6.5 dBmV39.5 dB30
29LockedQAM256573000000 Hz-7.0 dBmV39.4 dB40
30LockedQAM256579000000 Hz-7.5 dBmV39.1 dB00
31LockedQAM256585000000 Hz-8.1 dBmV38.6 dB10
32LockedQAM256591000000 Hz-7.6 dBmV38.8 dB10
33LockedQAM256597000000 Hz-6.7 dBmV39.1 dB50
34LockedQAM256603000000 Hz-7.0 dBmV39.0 dB30
35LockedQAM256609000000 Hz-6.6 dBmV39.0 dB30
36LockedQAM256615000000 Hz-6.5 dBmV39.2 dB10
37LockedQAM256621000000 Hz-6.5 dBmV39.2 dB30
38LockedQAM256627000000 Hz-6.8 dBmV38.9 dB40
39LockedQAM256633000000 Hz-7.0 dBmV38.7 dB20
40LockedQAM256639000000 Hz-7.1 dBmV38.6 dB20
42LockedQAM256651000000 Hz-7.5 dBmV38.5 dB70
43LockedQAM256657000000 Hz-7.2 dBmV38.5 dB20
44LockedQAM256663000000 Hz-7.6 dBmV38.2 dB40
159LockedOther690000000 Hz-8.4 dBmV35.0 dB305014440



 
Upstream Bonded Channels
ChannelChannel IDLock StatusUS Channel TypeFrequencyWidthPower
14LockedSC-QAM Upstream16400000 Hz6400000 Hz55.0 dBmV
21LockedSC-QAM Upstream35600000 Hz6400000 Hz51.0 dBmV
32LockedSC-QAM Upstream29200000 Hz6400000 Hz51.0 dBmV
43LockedSC-QAM Upstream22800000 Hz6400000 Hz53.0 dBmV
55LockedSC-QAM Upstream39600000 Hz1600000 Hz48.0 dBmV



 

Current System Time: Thu Nov 19 12:20:02 2020

 

 

 

 

Event Log

The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Top of Form

Date Time

Event ID

Event Level

Description

11/19/2020 11:21

2436694061

5

"Dynamic Range Window violation"

11/19/2020 11:21

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 11:20

2436694061

5

"Dynamic Range Window violation"

11/19/2020 11:20

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 11:20

2436694061

5

"Dynamic Range Window violation"

11/19/2020 11:20

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 11:20

2436694061

5

"Dynamic Range Window violation"

11/19/2020 11:20

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 11:20

2436694061

5

"Dynamic Range Window violation"

11/19/2020 11:20

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 11:20

2436694061

5

"Dynamic Range Window violation"

11/19/2020 11:20

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 11:20

2436694061

5

"Dynamic Range Window violation"

11/19/2020 11:20

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 11:20

67061600

6

"DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

2436694066

6

"Honoring MDD; IP provisioning mode = IPv6"

01/01/1970 00:00

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 10:39

82000400

3

"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 10:39

82000200

3

"No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 10:39

82000400

3

"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 10:37

82000500

3

"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 09:35

82000400

3

"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 09:35

82000200

3

"No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 09:35

82000400

3

"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 09:33

82000500

3

"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 09:08

82000400

3

"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 09:08

82000200

3

"No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 09:08

82000400

3

"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

11/19/2020 09:06

82000500

3

"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:01

82000200

3

"No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=2c:31:24:60:fb:1e;CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:01

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

Highlighted
Official Employee

Re: WHY IS IT SO IMPOSSIBLE TO TALK TO AN AGENT

Hello DMJoseph2. We apologize for your ongoing service issues. I know how frustrating having unreliable service can be. I can assist with further troubleshooting your internet connectivity issues. If you would like assistance, please send me a private message and include your full name and service address.


I am an Official Comcast Employee.
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