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It's been 6 weeks with countless calls, 3 technician visits, 3 modems and nothing has changed. The issue documented in this article under T3 and T4 Timeouts is EXACTLY what I am experiencing: https://forums.xfinity.com/t5/Internet/ANSWERED-Tips-for-troubleshooting-your-Xfinity-Internet/ta-p/...
Thank you to whoever put the time in to create this article.
It has been my experience that Support has no clue about this article. They should definitely be educated on it. They should also be educated that Field Technicians can only address issues from the pedastal to the home (in my case) and inside the home. Intermittent T4 timeouts are beyond their authority/job requirement/expertise. They need to stop defaulting to a field tech as it is very costly for Comcast to roll a truck especially when it doesn't accomplish anything.
I've had a very experienced field tech (15 years with Comcast) who thought the issue was related to high noise levels in the line between the pedestal and the home. He showed me the levels and we thought this would resolve it. So he installed a new drop, removed splitters, added new connections in the home. I've also replaced the modem twice to rule out any equipment issues. Still having issues.
I've showed the Modem Event Logs to every Field Tech who has visited. They don't like to look at it and prefer their own. But, they can definitely see the modem disconnects which correclate exactly to my T4 timouts.. The last tech said he couldn't do anything about this intermittent unless he was connected to the tap while the T4 ranging issue was occuring. I told him to hang out for a while and wait because it was going to happen sooner or later. Of course, that didnt' happen.
The next thing he said was that he would need get his supervisor to talk to a Line Maintenance supervisor (bucket truck) in order to get someone to inspect the the line from the pedastal to the node in the neighborhood. He said the likelihood of that happening was slim to none. He only offered potential causes such as something wrong at the node or someone "backing into my services" which I still don't quite understand.
Things brings me to my desperate plea for help on this forum. I work from home for a cloud computing company and this is un-freaking-bareable. Below is a log of events from this morning (I have a catalog of these from the past few weeks). Notice the number of T4 timeouts. Also notice that my equipment power levels are within spec.
Does anyone have any ieas what to do next since sending a Field Tech (internal supports default answer for everything) seemingly has not the answer?
|Frequency start Value|
|This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.|
|Downstream Bonded Channels|
|Upstream Bonded Channels|
Solved! Go to Solution.
Since you already had tech visits, I'm going to try escalating your ongoing issue to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic.
Lbrau40, thanks for posting. If you've had that many techs with T4 timeouts, there should be a reference to a line tech in one of those jobs. Let's take a closer look. I got your private message that you sent to Jessie, so I'll reach out to you there.
I just wanted to provide a follow up to this issue in case anyone is exeriencing this...
I'm happy to report that I am no longer seeing ANY RANGING issues. It is so nice not being knocked offline throughout the day due to intermittent T4 Timeouts. It is also great to look at the Event Logs in the modem and see nothing! Absolutely no events T3, T4, MIMO, etc.
The issue was resolved when Comcast sent a VIP technician to my home along with a line maintenance person (bucket truck). I never spoke to the line maintenance person, but according to the work order, he replaced a port and faceplate on the pedastal ("tap") for my home.
To his credit, the VIP tech knew a ton and also did extensive research prior to arrival and during the visit. Of course he rechecked all of the other tech's work (4 previous techs) and found some minor issues which he corrected. He also checked to see if my neighbor who share the pedastal was experiencing the same intermittent problems. We ruled out an issue with the headend (CMTS) or the line to the headend since my neighbor, who shares a pedastal with me, was not experiencing the issue.
We didn't rule out internal wiring within the home (the line from the box on the outside of the home to the modem outlet) because that would have required a contractor to come in and do the work. So when he left the home I still had doubts BUT I didn't see ranging issues throughout the day.
Finally, the next day I was curious because I hadn't seen any issues so I had to ask what they did and ComcastZach (from this forum) mentioned the following: "The maintenance team checked the ports on the tap and ended up replacing one along with replacing a face plate."
Thank you ComcastZach and ComcastKen for helping along the way. This issue was going on for 6 weeks and I hope someone can benefit from this experience and this information. While it is not easy (nearly impossible) to get a maintenance person to visit your location, perhaps you can refer to this post if you are experiencing the same.
Field technicians have limitations on what they can check. If there has been a disruption in the line back to the beyond my pedastal, they can not do anything about it. They can check everything (connetions, wires, etc.) from the pedastal (ground) or pole to the box on your home. And then, the connections inside the home to the modem. Other than adding compression fittings to the end of the wire, they can't/won't mess with the wiring that your home was built with (from box to your outlet). Sometimes there is a switch or splitter in your attic/garage that they will inspect.
Posting below some information:
Modem involved during this: Xfinity Gateway, Netgear CM700 (2 of them as I thought the modem was the problem)
Router: Nighthawk AC2300 with Dynamic QoS (I thought that was causing the issue, but no)