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Nonstop disconnects and T3 timeouts

Frequent Visitor

Nonstop disconnects and T3 timeouts

I am losing patience with my internet connection issues and don’t know what else to do. Multiple tech visits in house and outside but the same issue remains. I was told my house is fine and that the issue is in the neighborhood somewhere. Help
Expert

Re: Nonstop disconnects and T3 timeouts

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Connection-Troubleshooting-Tips/m-p/1253575#M94474

 

Post the requested info from here;


https://forums.xfinity.com/t5/Your-Home-Network/Information-Requested-for-Connection-Related-Posts/m...



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New Poster

Re: Nonstop disconnects and T3 timeouts

Do you happen to be in the south Katy area? Because that sounds very similar to my issue. There's a problem at the plant, but no one can figure it out. I work from home, and have experienced this for the last 2 weeks. Yet when I go on their support site and do a status check it claims everything checks out. Well, that's a bunch of false information because I'm only getting 2Mbps down when it does work. I'm paying for 256Mbps down so... So, I called the customer service and insisted on a refund of 1 month of internet service since I'm not getting what I paid for. He tried to schedule a tech. to come to my home. I had to tell him 3 times "this is a problem in your plant. Why do you need to come to my home?" he kept giving me the run around until I showed my frustration in my voice. He then said he would dispatch a service tech to the plant, and refund a month of internet service to me. I want to encourage everyone to do this because it will hopefully motivate them to get this resolved. They've known that this is a plant issue for 1.5 weeks and can't seem to get the right person on the job to fix it. 

Best of luck to you!

GL

Frequent Visitor

Re: Nonstop disconnects and T3 timeouts

This is not an issue in my house. It is something on xfinitys side whether it be a problem with a node or something else.
Expert

Re: Nonstop disconnects and T3 timeouts

We can't advise on anything here if you don't post the requested information..



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Frequent Visitor

Re: Nonstop disconnects and T3 timeouts

My modem is a Netgear CM500-100NAS

I have had a tech out to the house multiple times.

Techs have been dispatched to the street multiple times.

Sometimes when I have a dropout the uplink light will flash until a modem restart but doesnt happen every time.

internet snr.PNGSNR

internet log 1.PNGLog 1

internet log 2.PNGLog 2

Expert

Re: Nonstop disconnects and T3 timeouts

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.



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Frequent Visitor

Re: Nonstop disconnects and T3 timeouts

Expert

Re: Nonstop disconnects and T3 timeouts

The downstream power is pretty high but I'm not certain that that is the root cause of your problem. You could try knocking it down some using an attenuator pad like this;

 

https://www.amazon.com/In-Line-Attenuator-3-dB-1/dp/B0002ZPIUU

 

YMMV.



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Frequent Visitor

Re: Nonstop disconnects and T3 timeouts

But my downstream is fine. Its the upstream I am having issues with. Sorry to sound snappy but this is very frustrating.

Expert

Re: Nonstop disconnects and T3 timeouts

It's not "fine". It's borderline to being out of spec.

 

Yes the error log entries do indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !



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Frequent Visitor

Re: Nonstop disconnects and T3 timeouts

Thank you. Have a good one.

Official Employee

Re: Nonstop disconnects and T3 timeouts


@steph_sarge wrote:

Thank you. Have a good one.


Hi @steph_sarge, Thank you for sharing with your experience here on the Forums. I'd be happy to help investigate your issues further.  Can you please send a private message including the full name as it appears on the account and your full name if different? To send a Private Message, please click "Comcast_Support” and click “send a message". 


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Re: Nonstop disconnects and T3 timeouts

PM sent