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What the actual heck?

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Frequent Visitor

What the actual heck?

Ok first, here's the problem:

 

Working from home, like a lot of people, but to do so I really need stable internet. The thing is, right now my internet cuts out 4-5 times during the work day (dropping meetings or intreviews) for anywhere from 1 minute, to over an hour.

 

This is really bad, and I need a fix. I've contacted support 4 times now, here's how that went:

 

1) They scheduled a tech, a bit before the tech's arrival time I got a text saying an issue in the area was fixed so we could cancel, so I did, but as the day went on it was obvious the issue was not fixed.

 

2) They scheduled another tech, this one was a no call, no show, just nothing...

 

3) This time they didn't send a tech, instead the support guy tried to update the firmware on my modem, said it was fixed, and guaranteed me the isse was resolved. Turns out, it was not.

 

4) Same thing, I could tell where he was going with the questioning, as I'd already heard it from the last guy, so I told him the firmware was what the last guy tried, no dice. He then did something else he didn't define, and asked if it was still not working, I told him, as I said, it cuts in and out, so sure, it's fine now, but I need it to stay that way, he says to reach out when the issue is occurring, which I did, every time, but it happened to work again by the end of the chat. It's hard to know if it actually was fixed, or just coincidence it was back up; given it's been this many attempts, I lean the latter. I'm really tired of them putting the responsibility on me, so I tell the guy, "look, I pay for internet, you give me internet, I'm not your lackey or partner in this. I think the problem is yours to figure out and fix." And he says, "Ok," AND JUST ENDS THE CHAT!

 

How is this good business? Can I please get some customer service here? I NEED my internet to work. What am I paying for?

Highlighted
Expert

Re: What the actual heck?

Is this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the router / gateway device with an ethernet cable have the same problem ?



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Frequent Visitor

Re: What the actual heck?

The whole thing goes down, Wifi and hard lines. On the modem, you can see the WAN light is on, and the rest is off, eventually the the download light blinks and goes solid, then the upload, then finally the internet conection blinks and then returns, but as said, sometimes it can come back in a minute, or it can stay offline for over an hour.

 

I recently replaced the modem as well, because I thought the issue might have been my previous 15 year old modem, but the issue persists with this brand new one, even after their supposed firmware update in number 3). This leads me to believe the issue is not the hardware or anything within my home. But since contacting comcast custmer support has been useless, I don't know what esle to do 😕

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Expert

Re: What the actual heck?

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 ?




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Frequent Visitor

Re: What the actual heck?

As of right now -

Downstream: 33

Upstream: 4

SNR: ~40 depending on channel

it's a Motorola MB8600

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Expert

Re: What the actual heck?

Please post a pic or a copy & paste of the entire signal status page. Also post the modem's error log entries.



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Frequent Visitor

Re: What the actual heck?

Pictures don't seem to want to upload correctly, copy/paste seems to do the trick though, in spoiler tags, because they're longish.

 

Connection:

 

Spoiler
  Startup Sequence
 

 

   
   Startup Step Status Comment
 

 



  
   Acquire Downstream Channel 645000000 Hz Locked
 

 


  
   Upstream Connection OK Operational
 

 


  
   Boot State OK Operational
 

 



  
   Configuration File OK  
 

 


  
   Security Enabled BPI+
 

 


  


   Connection Status
 

 

   
   System Up Time 0 days 23h:39m:13s  
 

 


  
   Network Access Allowed  
 

 


  


   Downstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 37 645.0 -2.3 38.9 215 602
   2 Locked QAM256 9 471.0 0.1 41.4 245 533
   3 Locked QAM256 10 477.0 -0.2 41.5 237 450
   4 Locked QAM256 11 483.0 -0.4 41.1 265 423
   5 Locked QAM256 12 489.0 -0.7 41.1 253 536
   6 Locked QAM256 13 495.0 -1.0 40.9 265 486
   7 Locked QAM256 14 507.0 -1.2 40.7 266 578
   8 Locked QAM256 15 513.0 -1.3 40.8 272 538
   9 Locked QAM256 16 519.0 -1.2 39.9 239 498
   10 Locked QAM256 17 525.0 -1.4 40.3 276 556
   11 Locked QAM256 18 531.0 -1.2 40.7 226 528
   12 Locked QAM256 19 537.0 -1.2 40.6 236 539
   13 Locked QAM256 20 543.0 -1.6 40.3 202 552
   14 Locked QAM256 21 549.0 -1.5 40.5 224 549
   15 Locked QAM256 22 555.0 -1.4 40.3 213 541
   16 Locked QAM256 23 561.0 -1.2 40.3 244 595
   17 Locked QAM256 24 567.0 -1.6 40.1 241 644
   18 Locked QAM256 25 573.0 -1.4 40.3 244 690
   19 Locked QAM256 26 579.0 -1.2 40.2 199 595
   20 Locked QAM256 27 585.0 -1.5 40.1 236 560
   21 Locked QAM256 28 591.0 -1.4 40.0 186 542
   22 Locked QAM256 29 597.0 -1.6 39.6 200 499
   23 Locked QAM256 30 603.0 -1.5 39.8 228 565
   24 Locked QAM256 31 609.0 -1.4 39.7 189 564
   25 Locked QAM256 32 615.0 -1.8 39.5 167 557
   26 Locked QAM256 33 621.0 -1.7 39.5 194 597
   27 Locked QAM256 34 627.0 -1.8 39.4 212 534
   28 Locked QAM256 35 633.0 -2.0 39.3 200 475
   29 Locked QAM256 36 639.0 -2.2 39.0 188 657
   30 Locked QAM256 38 651.0 -2.3 39.1 207 541
   31 Locked QAM256 39 657.0 -2.4 39.2 176 587
   32 Locked QAM256 40 663.0 -2.2 39.3 198 573
   33 Locked OFDM PLC 159 690.0 -2.0 38.2 142377392 0


   Upstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 37.8 46.5
   2 Locked SC-QAM 2 5120 31.4 46.0
   3 Locked SC-QAM 3 5120 25.0 45.0
   4 Locked SC-QAM 4 5120 18.6 44.0


   Downstream Frequency Setting
 

 

   
   Downstream Frequency Select   
 

 


  


   LAG Enable/Disable
 

 

   
   LAG(Link Aggregation Group, or Ethernet Port Bonding)        
 

 



  

 

Error logs:

 

 

Spoiler
Log
 

 

 
 

 


  
    Time    Priority    Description 
    08:25:11
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation
    08:26:11
Thu Apr 16 2020
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    08:26:11
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation
    08:26:31
Thu Apr 16 2020
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    08:26:31
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation
    08:26:51
Thu Apr 16 2020
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    08:26:51
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation
    08:27:31
Thu Apr 16 2020
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    08:27:31
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation
    08:27:31
Thu Apr 16 2020
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    08:27:31
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation
    08:27:33
Thu Apr 16 2020
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    08:27:33
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation
    13:42:15
Thu Apr 16 2020
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    13:44:00
Thu Apr 16 2020
  Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    13:44:01
Thu Apr 16 2020
  Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    13:44:15
Thu Apr 16 2020
  Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    13:44:32
Thu Apr 16 2020
  Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    13:44:44
Thu Apr 16 2020
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    13:44:44
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation
    13:44:44
Thu Apr 16 2020
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    13:44:44
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation
    13:44:44
Thu Apr 16 2020
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    13:44:44
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation
    13:44:45
Thu Apr 16 2020
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    13:44:45
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation
    13:44:45
Thu Apr 16 2020
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    13:44:45
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation
    13:44:46
Thu Apr 16 2020
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    13:44:46
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation
    13:44:47
Thu Apr 16 2020
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:57:e0;CMTS-MAC=dc:eb:94:b5:3e:b4;CM-QOS=1.1;CM-VER=3.1;
    13:44:47
Thu Apr 16 2020
  Warning (5)   Dynamic Range Window violation

 

Highlighted
Expert

Re: What the actual heck?

The signal stats are o/k but the error log entries 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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Official Employee

Re: What the actual heck?

Hello @lexgamer, thanks for reaching out on our Forums page. I'm sorry to hear about the connection issues you have been experiencing. I appreciate you posting your signal levels though. I would be more than happy to take a further look into this on my end. To get started, 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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New Poster

Re: What the actual heck?

Any answers
Highlighted
Frequent Visitor

Re: What the actual heck?

Happy Monday! Had a busy weekend, I'll send you that message right now.

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Official Employee

Re: What the actual heck?

Thanks for sending me a private message! I have received it and responded, I look forward to hearing back from you. 


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Frequent Visitor

Re: What the actual heck?

That stinks.  I am having the same problems that you are having.  I have the Arris 1 gig modem/router.

 

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Frequent Visitor

Re: What the actual heck?

Wait, bumping is a violation? How do I raise awareness and get answers then? Nevermind, I'll just futher eleborate on my issue then. Please do not delete any more of my posts, it's detrimental to finding a solution when I've provided further information, like the last one you deleted, thank you.

 

So, why have I not gotten a solution yet? Have you reviewed the data I posted yet?

 

I've continued to have the problem, what further info would you like from me?

Highlighted
Frequent Visitor

Re: What the actual heck?

I've provided the information requested via private message, just wondering if there has been any progress made on a fix for me yet?

 

I'm still seeing outtages at the same frequency and duration.

Highlighted
Diamond Problem Solver

Re: What the actual heck?

Continue working through private message, that’s your contact. And allow for pandemic and employee days off

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New Poster

Re: What the actual heck?

Ever get this fixed? I'm having the same issue. Drops for no reason, comes back 15 min, other times 2-3 hours. 

Xfinity app says my modem isn't on, which it clearly is, all the lights are on and I see the blinking download lights, just no blue light showing I have internet. 

all the "help guides" on line do nothing as I've already done those. Once done Comcast basically hangs up on you or logs you out,  claiming mission accomplished when nothing was fixed.

Highlighted
Frequent Visitor

Re: What the actual heck?

Nope, still no fix, you'd think given I've had to contact them so many times over a period of longer than a month, and since I'm rightly petty grumpy, that they'd have me the top of the queue... Pandemic or not, I need to be able to do my work, and this is vastly interferring. And yeah this forum is my 5th attempt to contact them after trying calls and the chat system, the results of those are in my first post... Also it's like you say, each time they assure me the issue will be taken care of, or even that's it's been resolved for sure, like they're super confident, only for it to keep happening... ugh. 

 

Still waiting on the private messaging part, will update if I get anything helpful (or anything at all) there.

Highlighted
Expert

Re: What the actual heck?

I'm going to re-escalate your issue.



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Official Employee

Re: What the actual heck?

Hello @lexgamer, my apologies for the delay in getting back to you, you responded to me during my days off. We definitely want to get to the bottom of this and I promise to stick with you until we do. I have responded to your private message and look forward to hearing back from you. Thanks! 


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Official Employee

Re: What the actual heck?

Hello all, thanks for reaching out on our Forums page. I'm sorry to hear about these connection issues you are all experiencing. I would love to assist you with further looking into this on my end. 

To get started, can you please send me a private message including the account holder's first and last name and your full name if different? 

 

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


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!