Frequent Loss of Connection

I got Xfinity hooked up at my new house in late June this year, and have had multiple outages a day ever since, starting about 30 minutes after the tech that installed it left. Every single time the connection goes out, unplugging the modem, waiting 12 seconds, then plugging it back in and waiting for it to reboot has fixed the issue. However, I shouldn't have to do this 4, 5, sometimes even 8-10 times a day if I'm home all day. Each time I have to do it I am without internet for about 10 minutes. Also, every morning when I wake up the internet is out and any time I leave the house and come back it is out, which tells me It won't come back online without the manual reboot. I've had dozens of chats and calls with xfinity trying to resolve it but everytime after the internet comes back on the reboot (first step of their process) they quickly shed me from the calls without diagnosing the root problem. Finally, a few weeks ago I was able to convince them that I needed a new modem. They sent the new equipment and less than an hour after hooking it up I lost service again. Every time the service goes out Xfinity app says that there are no outages in my area. Between this and the new modem, I am thinking that my issue HAS to be the line to my house. Does anyone have any experience with this? I cannot for the life of me find a way to schedule an apointment on the xfinity website for someone to come take a look at it. What's the fastest way to get somebody out there to replace the line? Any time I call or chat xfinity, as soon as my connection is back they shed me from the call when my issue isn't fixing the outage, (manual reset works 10/10 times) it is how frequently the outages occur. I'm looking in to how to cancel xfinity and get a new provider to start from scratch at this point with the hope that a new provider would pull a new line during the install.

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Responses

xelalex

Frequent Visitor

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9 Messages

4 years ago

I'm in the same boat as you and this poster.

https://forums.xfinity.com/t5/Your-Home-Network/Periodic-connection-drops-Hourly-now-about-every-15-minutes/m-p/3273575/highlight/true

I just had the lines replaced and it didn't help. This post got one step further and allegedly it was neighborhood level issue w/ equipment.

0

EG

Expert

•

103.5K Messages

4 years ago

@Jcar25 wrote:
I got Xfinity hooked up at my new house in late June this year, and have had multiple outages a day ever since, starting about 30 minutes after the tech that installed it left. Every single time the connection goes out, unplugging the modem, waiting 12 seconds, then plugging it back in and waiting for it to reboot has fixed the issue. However, I shouldn't have to do this 4, 5, sometimes even 8-10 times a day if I'm home all day. Each time I have to do it I am without internet for about 10 minutes. Also, every morning when I wake up the internet is out and any time I leave the house and come back it is out, which tells me It won't come back online without the manual reboot. I've had dozens of chats and calls with xfinity trying to resolve it but everytime after the internet comes back on the reboot (first step of their process) they quickly shed me from the calls without diagnosing the root problem. Finally, a few weeks ago I was able to convince them that I needed a new modem. They sent the new equipment and less than an hour after hooking it up I lost service again. Every time the service goes out Xfinity app says that there are no outages in my area. Between this and the new modem, I am thinking that my issue HAS to be the line to my house. Does anyone have any experience with this? I cannot for the life of me find a way to schedule an apointment on the xfinity website for someone to come take a look at it. What's the fastest way to get somebody out there to replace the line? Any time I call or chat xfinity, as soon as my connection is back they shed me from the call when my issue isn't fixing the outage, (manual reset works 10/10 times) it is how frequently the outages occur. I'm looking in to how to cancel xfinity and get a new provider to start from scratch at this point with the hope that a new provider would pull a new line during the install.

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?

0

EG

Expert

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103.5K Messages

4 years ago

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.

Or copy all of the text of the status page and paste it into the body of your next post here.

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Jcar25

New Poster

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9 Messages

4 years ago

0

rhjkmcd

New Poster

•

2 Messages

3 years ago

I Have the same problem, however the modem seems to re-establish connection within 5 - 10 minutes. While this may seem trivial - except it has failed in the middle of zoom calls so its unacceptable. I am using a Motorola MB8611 modem and the download channel report seems okay except for channel 32 (High corrected errors)

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	20	507.0	2.7	41.0	0	0
2	Locked	QAM256	4	405.0	1.5	40.9	0	0
3	Locked	QAM256	5	411.0	1.5	40.7	0	0
4	Locked	QAM256	6	417.0	1.7	40.8	0	0
5	Locked	QAM256	7	423.0	1.9	41.0	0	0
6	Locked	QAM256	8	429.0	1.9	41.1	0	0
7	Locked	QAM256	9	435.0	2.0	41.1	0	0
8	Locked	QAM256	10	441.0	1.9	41.1	0	0
9	Locked	QAM256	11	447.0	2.0	40.9	0	0
10	Locked	QAM256	12	453.0	2.3	41.2	0	0
11	Locked	QAM256	13	459.0	2.4	41.1	0	0
12	Locked	QAM256	14	465.0	2.4	41.0	0	0
13	Locked	QAM256	15	471.0	2.4	41.0	0	0
14	Locked	QAM256	16	477.0	2.6	41.0	0	0
15	Locked	QAM256	17	483.0	2.8	41.2	0	0
16	Locked	QAM256	18	489.0	2.7	41.2	0	0
17	Locked	QAM256	19	495.0	2.5	40.8	0	0
18	Locked	QAM256	21	513.0	2.7	40.9	0	0
19	Locked	QAM256	22	519.0	2.6	41.0	0	0
20	Locked	QAM256	23	525.0	2.8	40.9	0	0
21	Locked	QAM256	24	531.0	3.1	40.8	0	0
22	Locked	QAM256	25	543.0	3.2	41.1	0	0
23	Locked	QAM256	26	549.0	3.2	41.0	0	0
24	Locked	QAM256	27	555.0	3.1	40.9	0	0
25	Locked	QAM256	28	561.0	3.2	41.0	0	0
26	Locked	QAM256	29	567.0	3.1	40.9	0	0
27	Locked	QAM256	30	573.0	3.1	40.6	0	0
28	Locked	QAM256	31	579.0	3.2	40.8	0	0
29	Locked	QAM256	32	585.0	3.2	40.7	0	0
30	Locked	QAM256	33	591.0	3.1	40.6	0	0
31	Locked	QAM256	34	597.0	3.1	40.6	0	0
32	Locked	OFDM PLC	48	850.0	4.1	38.8	2474964	0

The event log shows

Time		Priority		Description
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Notice (6)		Honoring MDD; IP provisioning mode = IPv6
	20:37:12 Thu Apr 29 2021		Notice (6)		DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
	20:37:27 Thu Apr 29 2021		Notice (6)		CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

What can I do here or is this Comcast (when I called first time last week they told me they were doing standard maintenance). Also heard they were going to upgrade are to 8 channels for upload.

(edited)

This comment has been converted into a post

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EG

Expert

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103.5K Messages

3 years ago

7 month old dead thread now being closed.

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Your Home Network

Jcar25

Frequent Loss of Connection

xelalex

EG

EG

Jcar25

rhjkmcd

EG

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