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constant intermittent outage/modem reset

Regular Visitor

constant intermittent outage/modem reset

I've been having intermittent connection issues off and on for awhile. Constant T3/T4 timeouts... Some days the connection will be fine, and other days it will be non-stop disconnecting/resetting.

I've had 6 or 7 technicians out within a month, and they've replaced hardware, tested everything, and I'm usually told my connection has an excellent signal.

I've tried multiple modems that are supported, as well as trying the cable company modem, and it still happens.

If I call tech support, they can reset the modem, run some tests, and tell me it looks fine, or to try calling the modem support line. I'm so tired of this issue, I'm not even expecting this to be resolved, but if anyone has any ideas I'd be greatful

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 23 603000000 Hz 5.1 dBmV 42.0 dB 435 664
2 Locked QAM256 24 609000000 Hz 4.9 dBmV 41.9 dB 395 640
3 Locked QAM256 26 615000000 Hz 4.7 dBmV 41.9 dB 369 695
4 Locked QAM256 27 621000000 Hz 4.6 dBmV 40.5 dB 453 691
5 Locked QAM256 30 639000000 Hz 4.8 dBmV 41.9 dB 362 745
6 Locked QAM256 31 645000000 Hz 5.1 dBmV 41.4 dB 331 582
7 Locked QAM256 32 651000000 Hz 5.0 dBmV 41.9 dB 346 807
8 Locked QAM256 33 657000000 Hz 4.8 dBmV 41.9 dB 340 705

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 55 5120 Ksym/sec 23000000 Hz 46.8 dBmV
2 Locked ATDMA 53 5120 Ksym/sec 35800000 Hz 47.7 dBmV
3 Locked ATDMA 54 5120 Ksym/sec 29400000 Hz 47.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

 

 

 

Tue Jun 11 14:59:58 2019 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Tue Jun 11 14:59:58 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Tue Jun 11 14:10:49 2019 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1
Tue Jun 11 14:10:49 2019 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Tue Jun 11 14:10:49 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Tue Jun 11 13:55:05 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Tue Jun 11 13:50:45 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Tue Jun 11 12:23:36 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Tue Jun 11 12:22:09 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Tue Jun 11 12:17:49 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Tue Jun 11 11:22:00 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Tue Jun 11 11:17:40 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Tue Jun 11 10:53:52 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Tue Jun 11 10:49:31 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Tue Jun 11 10:14:48 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Tue Jun 11 10:10:28 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out

 

Frequent Visitor

Re: constant intermittent outage/modem reset

Wish I knew the answer, I have the same problem.

Official Employee

Re: constant intermittent outage/modem reset

Hi there, NathanExplosion. Welcome. We're glad that you've come here for support. It's frustrating that you're still experiencing the problem after several attempts to try and rectify it. It looks like there are some issues on the upstream side. If you've checked all of your physical connections (including splitters) and are still experiencing this issue, chances are we will need to schedule a technician back out. It sounds like the problem may not be at your premise, but beyond it. If we do that, I would be following up with you afterward to ensure that any additional work that may have been requested by the technician was resolved. Before we do any of that, can you please send me a private message with your name?

 

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

 

m_1 ~ I saw your private message and I will be replying to it here shortly. Thank you!

 


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Official Employee

Re: constant intermittent outage/modem reset

It was a pleasure working with you, m_1. I am so glad that we were able to get everything taken care of and I'm glad to hear that your service is back to working the way it's supposed to. Thanks again for your time, loyalty and for reaching out to us here. Farewell!


I am an Official Comcast Employee.
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!