Re: Connection dropouts, T4 timeouts. & just one upstream channel

Hi, JayQue2. Thank you for coming here and posting publicly for support. It's frustrating to hear about your intermittent connectivity issues. This is definitely something we can troubleshoot with you. Have you completed any speed tests here: https://speedtest.xfinity.com/? You mentioned the US light flashing on your device, which could indicate a communication problem that may be stemming from signal issues. If it rarely blinks, it just means it's establishing a connection.

Please take a look at this whenever you get a chance: https://forums.xfinity.com/t5/Your-Home-Network/Xfinity-Internet-Connection-Troubleshooting-Tips/m-p/1253575. After doing so, can you please post your power levels? These would be the helpful values: Downstream Power Levels, Downstream Signal to Noise Ratio (SNR), Upstream Power Level, Upstream Signal to Noise Ratio (uSNR), Upstream Receive Power. You can also post a screenshot of your event log, if you'd like. We will see what we can do to help form there. Thanks!

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.

Adding, have you power-cycled the modem lately ?

Here are the requested screenshots. I have power cycled the device which ended with the same results. A customer service rep did notice a second device on my account (should only be one), so she removed both devices then re-provisioned my actual device with same result on my end. FYI: Last residential tech here installed an attenuator which solved the issue momentarily. Original in wall wiring in the home jumps from room to room from outside.

They're up now. Thanks again. @EG @Comcast_Support 

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@EG wrote:

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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Issue still there after multiple reboots, factory resets & pressing and holding the reset button for 30 seconds. Uncorrectables seem to get fixed upon reboot, but return after a few minutes. Issue happens on both wired & wireless devices. Not sure why techs wont drop a new line to my living room from the box outside my home.., being that the original wiring in the walls is from 2004 & has splitters in rooms that tap into other rooms. Phone reps still say they see timeouts and assure me it is Not my modem. The back & forth is stressful to say the least.

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm 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 can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

Thanks again @EG 

Quite welcome ! 

Hey, JayQue2.

Thanks for your patience and for trying to resolve the issue with EG's assistance. We can certainly take a closer look into the issue and see if we can get this figure out. Can you please send us a PM with your first and last name so we may further assist you?

To send a private message, please click the name "Comcast_Support" then select "Send a Message" on the right side.

Just an update for the public on the matter. Issue with my Internet is still present. Swapped my Netgear c7000 for a Xfinity issued one for testing purposes and ended up with the same results. Techs can't seem to figure out what the modem event log files, automated phone system AKA modem health check & the Rep on these forums see. The Techs involved are both a Supervisor & a Manager, yet they see no issues on my end. Not sure if anyone can chime in. Any helpful info is greatly appreciated.

@JayQue2 wrote:

Just an update for the public on the matter. Issue with my Internet is still present. Swapped my Netgear c7000 for a Xfinity issued one for testing purposes and ended up with the same results. Techs can't seem to figure out what the modem event log files, automated phone system AKA modem health check & the Rep on these forums see. The Techs involved are both a Supervisor & a Manager, yet they see no issues on my end. Not sure if anyone can chime in. Any helpful info is greatly appreciated.

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Update #2. Still no fix. Modem has been monitored for some time now & no one seems to know what's the issue. I was informed the engineering department got involved yet can't figure it out. On a side note. I've had this issue before in the past & was immediately fixed by a savvy phone rep who knew it was not the modem or cabling & got on the phone with the tech & together they fixed it. So I do have hope in this getting fixed. Still waiting for a fix.

I'm going to re-escalate your issue..

Sounds good @EG . By any chance have you ever seen or heard of what I mentioned? About there being a quick fix involving a phone rep & a tech..? I've seen it once & a follow up install call from Xfinity a few months ago said he knew exactly what was happening & assured me it was not the cabling and/or modem. Said he's worked with modems for years & could fix it with the tech on the line. Unfortunately the tech had already left. So I know there's a fix for sure.

Hi, JayQue2. Since our Facebook team is working with you on this, they will continue to work with you and provide updates there. They will take the lead on this. Once we have reached a solution with you there, we can summarize everything here and confirm everything has been fixed. Thanks!