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T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring addresses!

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Frequent Visitor

T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring addresses!

For at least a year, I have had intermittent connection problems where all my modem's upstream and downstream channels are bonded, with power and SNR in spec, and yet I get consecutive T3 timeouts and T4 timeouts causing loss of connection for minutes or hours. My neighbor loses connection at the same time as these events, and there's no connection between us besides the cabling, splitters, etc, outside the building. I don't know what to conclude from this except that Comcast's hardware outside is having issues somewhere upstream, but, none of the several techs who've come out have made progress in fixing it.

 

Prior to working from home, this was merely an excuse to quit watching Netflix and read a book instead. But now that I work from home, it is costing me productive work time and I need to find a way to escalate the issue above phone-tree limbo. How do I get in contact with someone with technical expertise who can diagnose this issue?

 

Example: Here are my locked channels...

https://photos.app.goo.gl/wSWbQjVY8jh62Bx27

... and at the exact same moment, I am getting T3 timeouts. Note the earlier T4 timeout as well, which is also typical:

https://photos.app.goo.gl/Limg5acywrDUQAi57

 

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Diamond Problem Solver

Re: T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring address

Your first upstream channel is too high, out of spec by about 5db. You’ll probably need a tech out to troubleshoot that, all 4 should be relatively close together in signal level.

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Frequent Visitor

Re: T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring address

Thanks! Good eyes.

 

That power level is often around 48 or 49 dBmV during an outage. I'll get another screenshot next time.

 

One key piece of information I want to communicate to a tech is, my neighbor and I lose internet simultaneously, and we are not sharing hardware indoors. Techs have been coming out for many months, but I have not been able to gain any traction on this. I need someone to go outside and look at the hardware upstream.

 

It's good to get a response from someone who speaks in dB's and not just LED's though. Appreciate your reply.

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Diamond Problem Solver

Re: T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring address

It would make sense if your neighbor’s levels were the same or maybe coming off the same tap?

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Frequent Visitor

Re: T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring address

I agree...

 

The technical problem seems straightforward. Now, how do I get a human to address it?

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Frequent Visitor

Re: T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring address

More examples today. Same symptoms - my neighbor's drops out simultaneously. How do I send this to a local branch office where a tech can look at it?? If I can't get someone to look at this, I'm going to have to switch to a more reliable provider, even if it's slower. I'm at the point where I'd rather be on DSL if it means I'm not dropping connections. Even my cell hotspot works better than this. 

 

https://photos.app.goo.gl/i7gLTwvp31crga896

 

https://photos.app.goo.gl/sNpXfwfwGEo7zqfJ9

 

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Diamond Problem Solver

Re: T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring address

I escalated it to an Official Employee this morning, expect a reply here shortly

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Official Employee

Re: T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring address

Hello @DCPete1, thanks for reaching out to our Digital Care Team through our Forums page. We appreciate you being a customer with us and its upsetting to hear about the connection issues you have been experiencing. We definitely want the service you're paying for to be working as it should be. I would love to assist you with further troubleshooting this so that we can get it corrected. Can you please send me a private message including your first and last name as it appears on the account? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “Send a message". 


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Frequent Visitor

Re: T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring address

Hey @ComcastAmira, thanks for the reply - I sent you a message. 

 

We had two more outages over the weekend. Looking forward to seeing if we can locate the issue.

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Frequent Visitor

Re: T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring address

Had three more outages of this kind today. Hope you got my message, @ComcastAmira, or anyone else who might be reading this.

 

I will cancel service this month if we can't fix this. An intermittent connection is not worth the money I'm spending on it.

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Official Employee

Re: T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring address

@DCPete1, this is very unsettling to hear and we definitely want to determine the underlying cause of this issue. We absolutely do not want you to cancel and I promise to stick with you until we reach a resolution. I have responded to your private message and look forward to hearing back from you. Thank you! 


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Contributor

Re: T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring address

I also have had the same issues of many T3 and T4 network server timeouts that clog up the modem and reduce the data packet throughput.  My modem provider , Motorola has reviewed the data and stated 2x that the issue is within the Comcast servers and that Comcast needs to fix it.  The only resolution i have found to get attention is it reduce the payment of my bill by the same amount of reduced service provided.  1/2 service level = 1/2 bill payment.  After 4-6 months Comcast will respond and send out a tech to adjust the db on the street.  Works for 2-3 months then back again.  Comcast knows the issue, replace/update their network servers, but until we all begn to take credits, they will try to blame 3rd party equipment at the homeowner location.  Good luck.

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Frequent Visitor

Re: T3 and T4 Timeouts, despite good SNR, Power, and Bonded Channels .... at two neighboring address

Checking in again, since I have not heard anything. 

 

Two outages Tuesday, and another one Wednesday. And the night is young.