Visitor
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2 Messages
Repeat intermittent DOCSIS failure after technician visit – need Xfinity support
I have an intermittent Internet connection problem that has returned after a recent Xfinity technician visit.
The previous technician repaired the ground wire, removed unused coax connections, and re-terminated the coax cables. This initially improved the problem, but it has now returned.
The Xfinity Assistant will not allow me to schedule another technician because its current remote test says everything is OK. However, my Netgear CM700 modem is recording clear DOCSIS failures, including:
- SYNC Timing Synchronization Failure / Loss of Sync
- Lost MDD Timeout
- T3 timeouts
- T4 timeout and Partial Service
- Very high uncorrectable codeword counts, especially around 420–500 MHz
At the same time, the current downstream power, SNR and upstream power levels look good. This appears to be an intermittent RF/DOCSIS issue that the instantaneous Xfinity test isn't detecting.
Since this is a repeat problem following an Xfinity technician visit, could an Xfinity Support employee please help me arrange another technician visit and investigate the drop/tap and possible intermittent ingress/noise?
I have screenshots of the modem channel statistics and event log available.
user_lr7mvi
Visitor
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2 Messages
14 days ago
Quick update: The problem is continuing. The modem is still experiencing intermittent DOCSIS connectivity problems even though Xfinity's instantaneous remote test reports that everything is OK.
Could an Xfinity Support employee please pick this up and help me schedule a repeat technician visit? The previous technician visit improved the issue temporarily, but it has returned.
I would particularly like the drop/tap and possible intermittent ingress/noise investigated rather than repeating Wi-Fi/home-network troubleshooting.
Thank you!
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XfinityAmira
Official Employee
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5K Messages
13 days ago
Hi user_lr7mvi! Thanks for taking the time to visit our Xfinity Forum. We appreciate you being a customer with us and my team is here to help. So that we can further look into and troubleshoot this with you, please send us a Direct Message. Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” (upper right corner of this page)
• Click the “Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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