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user_1jf2pp
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3 Messages

Thursday, October 24th, 2024 10:11 PM

T3 & T4 errors in modem logs then connection drops

Answers to previous posts found say DM support, don't see that option. Several times a day I get T3 & T4 errors in the modem log and modem reboots. Downstream channels all show a high number of correctable and uncorrectable errors on every channel. Tech scheduled for Monday, but I'm sure I'll get the standard everything looks good. Anyway to avoid the multiple service calls and get it addressed correctly the first time? Thanks!

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22 days ago

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XfinityBenny

Official Employee

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636 Messages

26 days ago

@user_1jf2pp Hello and good afternoon. Thanks for posting to the community before attempting to DM. We appreciate it, and are happy you thought of us to assist. We have the best tools, just like the Xfinity Assistant. It is the best resource to manage the account and service online when we are not available. It is my favorite as I can check the service health, and also reboot the wifi for dinner time. That ensures the kids come to eat, and that makes me very happy. Here is a link that I found for you to make it easy to use https://www.xfinity.com/xfinityassistant/. Totally get wanting to have everything taken care of on one visit. That is the goal, and we want to see that happen. When the tech arrives, let them know of the data you've collected, and the amount of time outs there are for both T3 and T4, but emphasize that it's more on T3. As well the signal levels that you notice in testing. That will help the tech investigate as thoroughly as possible. What time is the visit on Monday? We can follow up to ensure it's a good experience. 

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user_1jf2pp

3 Messages

It was between 3-5pm EST on Monday 10/28. Tech came and said all lines looked good, but replaced connections and barrel at the pole. Problem not resolved. Tech said if issue came back then it was probably between the pole and the node. The issue probably returned before he got to the end of the block. Getting bad enough that I can no longer do my work and am starting to explore alternatives. I have zero faith based on posts in this forum and available posts other places on the internet that Xfinity will resolve this issue. Look uncorrectable errors on every channel.

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 30 567000000 Hz -0.4 dBmV 35.2 dB 1804 668
2 Locked QAM256 31 573000000 Hz -0.7 dBmV 35.1 dB 3135 507
3 Locked QAM256 32 579000000 Hz -0.7 dBmV 35.0 dB 2417 553
4 Locked QAM256 33 585000000 Hz -0.8 dBmV 34.9 dB 2247 488
5 Locked QAM256 34 591000000 Hz -1.1 dBmV 34.8 dB 3836 462
6 Locked QAM256 35 597000000 Hz -1.1 dBmV 34.7 dB 1721 440
7 Locked QAM256 36 603000000 Hz -1.2 dBmV 34.6 dB 1427 511
8 Locked QAM256 37 609000000 Hz -1.4 dBmV 34.5 dB 1443 266
9 Locked QAM256 38 615000000 Hz -1.5 dBmV 34.5 dB 1320 411
10 Locked QAM256 39 621000000 Hz -1.5 dBmV 34.4 dB 1522 453
11 Locked QAM256 40 627000000 Hz -2.0 dBmV 34.3 dB 1229 378
12 Locked QAM256 41 633000000 Hz -2.5 dBmV 34.2 dB 1449 594
13 Locked QAM256 42 639000000 Hz -3.4 dBmV 34.0 dB 1086 337
14 Locked QAM256 43 645000000 Hz -3.4 dBmV 34.0 dB 1352 269
15 Locked QAM256 44 651000000 Hz -3.2 dBmV 33.9 dB 1226 272
16 Locked QAM256 45 657000000 Hz -2.9 dBmV 33.9 dB 811 249

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 7 5120 Ksym/sec 29200000 Hz 41.5 dBmV
2 Locked ATDMA 5 5120 Ksym/sec 16300000 Hz 41.7 dBmV
3 Locked ATDMA 6 5120 Ksym/sec 22800000 Hz 43.8 dBmV
4 Locked ATDMA 8 5120 Ksym/sec 35600000 Hz 51.3 dBmV



Current System Time: Wed Oct 30 13:21:17 2024

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