Outage Again

@XfinityThomasA I am requesting that a previous issue I reported be reopened. I had an outage early this morning from approximately 1:30 - 4:00 a.m. EDT. The service was restored this morning but approximately 2:00 p.m. EDT, my service went down again. I went through the typical troubleshooting suggested by Xfinity assistant which included restarting the modem, checking the connections, and even trying a different Ethernet cable. Eventually the assistant came back and said it was my equipment, which it clearly is not: I can see the modem logging T3 and T4 timeouts against the CMTS MAC. It's trying to connect but the CMTS isn't answering. The CMTS acknowledged the request but never granted the modem a transmit opportunity. None of these are issues on my end.

I would like to request a maintenance escalation and not another technician visit. The modem is logging T3 and T4 timeouts against the CMTS MAC 00:90:f0:20:1a:00, which has continued after three restarts in attempt to resolve this on my end. For reference, I am using a S34 Arris Surfboard modem which is on the list of Comcast-approved modems. It is also brand new. Please check the signals to my modem on your end. I am attaching reports of what I am seeing with my MAC address redacted, along with the automated message I received from Xfinity Assistant this morning indicating my service was back up as of this morning.

[Image Removal: "Personal Information" (All MAC addresses)]

[Image Removal: "Personal Information"]

Responses

Oldest First

Selected Oldest First

XfinityThomasA

Official Employee

•

3.9K Messages

4 days ago

user_wp8cwp - Hello! Thank you for reaching out and for sharing those details. For your awareness and for the benefit of others who may be following along, there's no need to attach signal reports to a post. T3 and T4 timeouts typically indicate a signal-related issue that will require a technician visit to investigate and resolve. With that said, let's take a closer look together and review what's been happening with your service.

Please send us a Direct Message.
On a Desktop:

Make sure you’re logged into the forums.
Click the Direct Message icon in the top-right corner of the page.
Click the New Conversation icon to start a message.

Note: If the New Conversation icon is disabled, go to Profile Settings, uncheck “Opt Out from Direct Messaging,” and click Save.

In the “To:” field, type “Xfinity Support” and select the Xfinity Support handle with the blue checkmark to send your message.

On a Mobile Device:

Make sure you’re logged into the forums.
Tap the New Conversation icon.
In the “To:” field, type “Xfinity Support” and tap the Xfinity Support handle with the blue checkmark to send your message.

How to: Direct messaging within the forum

0

Customer Service

user_wp8cwp

Outage Again

XfinityThomasA

New to the Community?