T3 timeouts and connection drops

[Bikeage]

Hi, I cannot seem to send a private message on any of the Comcast employees here. I don't see any message option. Anyhow, I need help in checking a Comcast customer's issue with T3 timeouts and internet keeps on dropping. Issue has been happening since January 30, 2020. XB3 gateway has been replaced by site tech on 03/19 but same issue still persists. 

History plot on the modem shows the timeouts and resets. He asked around the neighborhood and found out that his neighbor at the back of his house had the same issue and was fixed by Comcast at the pole. 

Initial tests shows that RF signal levels is within spec but shows T3 timeouts is 89 in the last 24 hours. US Snr also dropped to 27.8 in few occasions. 

Anyone here from Comcast can send me a private message so I can give you the details. Need someone to send a line tech in the area or check CMTS for any degradation or any impairments at the node level or cable plant. Help is greatly appreciated. Thanks in advanced!

[EG]

What do the modem's signal stats look like ? 

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

[Bikeage]

Upstream Signal Quality (SNR) 27.6 dB

Receive Power Level (upstream)(Dbmv) 0.0 dBmV

Docsis Capability DOCSIS 3.0

Receive Power Level (downstream) 2.5 dBmV

Transmit Power Level (upstream) (Dbmv) 45.3 dBmV

Device Up Time 1 day, 2:52:49.71

Current Firmware 10.1.27B.SIP.PC20.CT_TG1682_3.14p8s1_PROD_sey

Downstream Signal Quality (SNR) 38.6 dB

Modem Lost Syncs 0

Modem Resets 5

Upstream
US SNR: 27.2
US TX: 45
US RX: 1
US RX/WO Padding: 1

Downstream
DS SNR: 38.6
DS RX: 2.7

DS FEC
No Errors: 706107497
Errors Corrected: 130
Not Corrected: 0
Rate: 

US FEC
No Errors: 27601284
Errors Corrected: 491990
Not Corrected: 8010
Rate: 

Connectivity
CMTS: cbr03.eastboca.fl.pompano.comcast.net
US Interface: Cable2/0/7-upstream0

[EG]

Upstream Signal Quality (SNR) 27.6 dB

US SNR: 27.2

I'm curious as to where you obtained those numbers. Did you call in to a rep and ask for them.

They are low / out of spec. They should be at least 31 dB. And higher is better.

[Bikeage]

I obtained that from our tools. I'm an advanced repair rep and this is actually an escalated call because customer has contacted us several times and there was no fix. We need help from Comcast employee here to take a look at the customer's account and perhaps they can send someone on site or check the nodes or the cable plant. 

[EG]

You may not be aware of this fact: Comcast employees must be authorized by the forum administrator in order to post in an official capacity. Employees have their names in black and are designated as such.

If not authorized they can post here but cannot state they are employees. Nor can they allude to being employees.

You can contact the forum administrator (Comcast Jessie);
http://forums.xfinity.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/6173806

[Bikeage]

I understand. Thank you so much for your diligence answering my queries. I appreciate you getting me to the right people here in the forum. I will contact the forum administrator.

[EG]

Good luck with it ! And thank you for being willing to help others here on the forums ! 😊