Frequent Disconnects - No Ranging Response received - T3 time-out - Low Downstream

[drktmplr12]

No splitters in the circuit, modem is conneceted directly to grouding block. No TV's connected.

Arris SB6121.

Disconnects were intermittent before. I chatted with tech support via webchat and they did something-now its worse. 

I tried calling 1-800-COMCAST and they keep insisting on sending a reset signal and don't let me talk to an agent.  Really frustrated here.

Logs and signal cuts below.

@ComcastMikeC please help.

https://imgur.com/asVMq6h

https://imgur.com/T4Xegf5

https://imgur.com/lUJi48e

[drktmplr12]

tried two different cables from block to modem. same result

[EG]

FWIW, ComcastMikeC hasn't posted here since 2012.. Call 1800comcast and book a tech to come out and investigate / correct. Good luck !

[drktmplr12]

Had no idea, thanks.

That's exactly the problem I can't even book someone if I wanted to. In an endless "We are going to send a reboot signal, call back in 10" Then I call back. Then "We are going to send a reboot signal, call back in 10". 

Rediculous.

[EG]

It's hard to get a tech out right now unless your service is completely down due to COVID 19, sorry.

[drktmplr12]

So I'll leave my modem outside and run rj45 to my router from the sidewalk since it works when I bypass the outdoor cable.

[drktmplr12]

Still having this issue. Currently I have a cable flying out of my window because "it works"

Need a tech to come investigate Comcast's side because I am only getting -11 dBm downstream signal strength at the grounding block. Same value with three different cables from block to modem.

Today its -13 dBm

https://imgur.com/H9lc3Tw

[drktmplr12]

@EG I am getting frequent disconnects and its disrupting my ability to work from home as required by my employeer. I am unable to make an appointment with a tech via phone or web. I tried the web chat and the representative didn't offer a technician and said I basically can't have anyone come out until after June 30. I could lose my job if I don't get this resolved.

Can you please escalate my issue to someone who can investigate the issue on comcast's end or at least dispatch a technician.

[EG]

I'll try. No guarantees. Good luck !

[drktmplr12]

https://imgur.com/uwvuKzL

https://imgur.com/bnVgseS

extreme packet loss at same exact time modem is registering T3 timeout. this is happening roughly every 5 minutes for one minute at a time. unable to maintain connection.

[ComcastChe]

Hi @drktmplr12, 

Sorry for the experience you're having with your internet. I understand how frustrating this can be, especially if it's affecting your ability to work from home during this time. I'd be happy to investigate and see if I am able to get a tech out sooner, but I also can't make any promises due to measures put in place because of COVID-19. Please send me a private message with your first and last name (and the name of the account holder), and the house number associated with your service address. To send me a private message, click on "ComcastChe" and then click send a message. 

[drktmplr12]

https://imgur.com/2HMq2NP

https://imgur.com/Vmuu22U

not sure why but my modem's clock is 1 hour behind my computer's clock. only pointing out that the time outs coincide with severe packet loss followed by outright disconnection.

[EG]

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@drktmplr12 wrote:

not sure why but my modem's clock is 1 hour behind my computer's clock. .

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FWIW, that's normal. Cable modems do not do daylight savings time.