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tdumaine
join:2004-03-14
Redmond, WA
 ·Comcast
|  [Connectivity] Noise causing packet loss
Connectivity issue. Gone as far as contacting the executive escalation line, and still having the same issues. Large amounts of packet loss from around 5:30am to 10am local time, intermittent packet loss from 10am till 5:30am. Comcast tech verified with our line unhooked from the tap that the noise is there and not originating from us.
Currently have fios set for install on Dec 2nd if comcast can not correct this as my better half does medical transcription from home and the packet loss is hell on her voip and web based work apps.
The following is the information requested in the "before you post" link:
1) Your location: Redmond, WA
2) A description of the problem. Noise on the line, resulting in constant packet loss
3) Is the issue intermittent, constant or does it occur at a specific time of day? Constant, everyday.
4) Your modem make, model & firmware version. How to find firmware version: ARRIS DOCSIS 2.0 / PacketCable 1.0 Touchstone Telephony Modem HW_REV: 32 Firmware Revision: 5.2.37C
5) Describe any home networking if applicable. (i.e. routers, hubs, adapters, etc.) DGL4100 gigabit router, Linksys wrt54g access point (all computers wired, access point is soley for laptop and cell phones)
6) List any firewall and/or anti-virus software you have installed. Include what version you have. Avira personal, no firewall
Drop comes to side of house, enters a 2 way splitter. 1 side to modem, other side to tv feeds in house.
»/tweakr/block:···a=normal
RF Parameters
Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 30.800 MHz 50 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64
11/17/2008 12:30 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 12:30 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:15 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:15 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:34 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:34 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:37 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:37 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:39 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:39 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:43 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:43 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/18/2008 9:43 20000200 3 No Ranging Response received - T3 time-out
11/20/2008 9:22 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/20/2008 9:23 13000100 3 DHCP FAILED - Discover sent, no offer received
11/21/2008 11:20 20000200 3 No Ranging Response received - T3 time-out
11/21/2008 11:20 20000300 3 Ranging Request Retries exhausted
11/21/2008 12:05 20000200 3 No Ranging Response received - T3 time-out
11/21/2008 14:47 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/21/2008 14:48 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing | |
tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
·Comcast
1 edit | Your tweak test shows NO packet loss, and the pingplotters results show minimal packet loss (as far as they go)
your latentcy is (according to the tweak test) typical for this area.
You could run an LQ test (on the tools page) and link the results back here.
However if it has already been identified as a plant noise problem, there is nothing anybody can do here to help.
It's likely a side effect of the D3 plant upgrades, (QAM64 being more sensitive to noise)
If fios is a viable choice for you, I'd try it. | |
CT4 COMCAST
join:2008-11-17
Plymouth, MA
| reply to tdumaine
your TX is to high, did the tech check this at the tap, if so what was it there, did he check for ingress at the house, have they replaced anything from the tap to the set or modem, ( drop, fittings, splitters, inside lines.)have you tried bypassing your router..? | |
EG
Ho Ho Ho
Premium
join:2006-11-18
Union, NJ
| said by CT4 COMCAST  :have you tried bypassing your router..? Those critical T4's can't be caused by a router... | |
tdumaine
join:2004-03-14
Redmond, WA
·Comcast
| reply to CT4 COMCAST
said by CT4 COMCAST :your TX is to high, did the tech check this at the tap, if so what was it there, did he check for ingress at the house, have they replaced anything from the tap to the set or modem, ( drop, fittings, splitters, inside lines.)have you tried bypassing your router..? Well, normal tech on monday saw it, didnt say anything. When the line crew tech supervisor called and said he had made adjustments on friday, i mentioned he made my upstream jump from 46 to 50, but he said that it's nothing to worry about. Ive had the modem plugged in right off the drop, tech on monday hooked it up at the tap, same results.
Tshirt, at that moment no packet loss, during the 10am to 5am period, the packet loss is very intermittent.
The latency seems great, but ya but the noise is enough before the adjustment friday, the modem would resync quite a few times daily. | |
tdumaine
join:2004-03-14
Redmond, WA
·Comcast
2 edits | reply to tdumaine
Still same issues. 5:30ish am start. Signals getting worse, and the "lead tech" thought it was fixed....
11/24/08 05:47am
Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 30.800 MHz 51 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64
05:55am
Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 30.800 MHz 53 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64
EDIT here - took confusing logs out, putting in logs from 11/16 to current (some repeated from original post)
Date Time Event ID Event Level Description
11/12/2008 16:10 20000300 3 Ranging Request Retries exhausted
11/12/2008 16:18 20000200 3 No Ranging Response received - T3 time-out
11/12/2008 16:18 20000300 3 Ranging Request Retries exhausted
11/12/2008 16:51 20000200 3 No Ranging Response received - T3 time-out
11/12/2008 16:51 20000300 3 Ranging Request Retries exhausted
11/12/2008 17:34 20000200 3 No Ranging Response received - T3 time-out
11/12/2008 17:34 20000300 3 Ranging Request Retries exhausted
11/15/2008 23:59 20000200 3 No Ranging Response received - T3 time-out
11/15/2008 23:59 20000300 3 Ranging Request Retries exhausted
11/16/2008 0:46 20000200 3 No Ranging Response received - T3 time-out
11/16/2008 0:46 20000300 3 Ranging Request Retries exhausted
11/16/2008 7:26 20000200 3 No Ranging Response received - T3 time-out
11/16/2008 7:26 20000300 3 Ranging Request Retries exhausted
11/16/2008 7:26 13000401 5 ToD request sent - No Response received
11/16/2008 7:27 13000403 4 ToD request sent - No Response received
11/16/2008 7:30 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/16/2008 13:29 20000200 3 No Ranging Response received - T3 time-out
11/16/2008 13:29 20000300 3 Ranging Request Retries exhausted
11/17/2008 12:30 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 12:30 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:15 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:15 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:34 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:34 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:37 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:37 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:39 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:39 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:43 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:43 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/18/2008 9:43 20000200 3 No Ranging Response received - T3 time-out
11/20/2008 9:22 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/20/2008 9:23 13000100 3 DHCP FAILED - Discover sent, no offer received
11/20/2008 10:07 20000200 3 No Ranging Response received - T3 time-out
DHCP Attempts to obtain CM IP Address:
10 Attempt(s)
11/21/2008 11:20 20000200 3 No Ranging Response received - T3 time-out
11/21/2008 11:20 20000300 3 Ranging Request Retries exhausted
11/21/2008 12:05 20000200 3 No Ranging Response received - T3 time-out
11/21/2008 14:47 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/21/2008 14:48 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/23/2008 12:52 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 5:17 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/24/2008 5:17 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/24/2008 6:05 20000200 3 No Ranging Response received - T3 time-out
DHCP Attempts to obtain CM IP Address:
4 Attempt(s)
***** 13000100 3 DHCP FAILED - Discover sent, no offer received
***** 20000200 3 No Ranging Response received - T3 time-out
***** 13000100 3 DHCP FAILED - Discover sent, no offer received
***** 20000200 3 No Ranging Response received - T3 time-out
DHCP Attempts to obtain CM IP Address:
9 Attempt(s) | |
tdumaine
join:2004-03-14
Redmond, WA
·Comcast
| reply to tdumaine
So ya, 3 calls to executive escalations today, and here is the current score:
3 promises for a call back by executive escalations by end of business today. 0 call backs to me.
Lead tech said to executive escalation he tried calling and tagged our door while he was working in the area. 0 calls, 0 tags on door and there are 2 adults that work from home and would have seen.
Installation was screwed up (supposed to be 4 boxes, only 3 were brought. Called in, was told 2 weeks to get another one out. That was the 1st call to the executives line.
Next day, 4th box gets installed, but box #1 in roomates room dies. Two days to get that replaced. Next day after, box #2 (mine dies, had to take it in to swap so i didnt have to wait 3 days for a tech again)
Week 2, line issue devolops, line noise outside in the coax somewhere. Outside meaning beyond our drop, with us disconnected, there is noise on the neighborhood lines.
At this point, i give up, its not worth the fight. Verizon will be here on December 2nd to install internet and phone. Im still willing to keep comcast for tv if they actualy decide to put some credits on our account.
If anyone reads this, think long and hard before you sign up with comcast. | |
tdumaine
join:2004-03-14
Redmond, WA
·Comcast
| reply to tdumaine
Up we go for all potential customers to see how well Comcast treats customers.
Also now we've been dropped back to docsis 1.x
Downstream
Freq/Power: 567.000 MHz 5 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 38.800 MHz 51 dBmV
Channel Type: DOCSIS 1.x (TDMA)
Symbol Rate: 2560 kSym/sec
Modulation: QAM16 | |
tdumaine
join:2004-03-14
Redmond, WA
·Comcast
1 edit | reply to tdumaine
Back to 2.0 (ATDMA) with signals flucuating wildly.
11/24/08 05:47am
Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 30.800 MHz 51 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64
05:55am
Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 30.800 MHz 52 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64
06:10
Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 30.800 MHz 47 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64
06:43am
Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 38.800 MHz 52 dBmV
Channel Type: DOCSIS 1.x (TDMA)
Symbol Rate: 2560 kSym/sec
Modulation: QAM16
17:29
RF Parameters
Downstream
Freq/Power: 567.000 MHz 5 dBmV
Signal to Noise Ratio: 37 dB
Modulation: QAM256
Upstream
Freq/Power: 23.600 MHz 54 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64
17:34
RF Parameters
Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 23.600 MHz 47 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64
Date Time Event ID Event Level Description
11/12/2008 16:10 20000300 3 Ranging Request Retries exhausted
11/12/2008 16:18 20000200 3 No Ranging Response received - T3 time-out
11/12/2008 16:18 20000300 3 Ranging Request Retries exhausted
11/12/2008 16:51 20000200 3 No Ranging Response received - T3 time-out
11/12/2008 16:51 20000300 3 Ranging Request Retries exhausted
11/12/2008 17:34 20000200 3 No Ranging Response received - T3 time-out
11/12/2008 17:34 20000300 3 Ranging Request Retries exhausted
11/15/2008 23:59 20000200 3 No Ranging Response received - T3 time-out
11/15/2008 23:59 20000300 3 Ranging Request Retries exhausted
11/16/2008 0:46 20000200 3 No Ranging Response received - T3 time-out
11/16/2008 0:46 20000300 3 Ranging Request Retries exhausted
11/16/2008 7:26 20000200 3 No Ranging Response received - T3 time-out
11/16/2008 7:26 20000300 3 Ranging Request Retries exhausted
11/16/2008 7:26 13000401 5 ToD request sent - No Response received
11/16/2008 7:27 13000403 4 ToD request sent - No Response received
11/16/2008 7:30 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/16/2008 13:29 20000200 3 No Ranging Response received - T3 time-out
11/16/2008 13:29 20000300 3 Ranging Request Retries exhausted
11/17/2008 12:30 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 12:30 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:15 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:15 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:34 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:34 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:37 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:37 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:39 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:39 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:43 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:43 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/18/2008 9:43 20000200 3 No Ranging Response received - T3 time-out
11/20/2008 9:22 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/20/2008 9:23 13000100 3 DHCP FAILED - Discover sent, no offer received
11/20/2008 10:07 20000200 3 No Ranging Response received - T3 time-out
DHCP Attempts to obtain CM IP Address:
10 Attempt(s)
11/21/2008 11:20 20000200 3 No Ranging Response received - T3 time-out
11/21/2008 11:20 20000300 3 Ranging Request Retries exhausted
11/21/2008 12:05 20000200 3 No Ranging Response received - T3 time-out
11/21/2008 14:47 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/21/2008 14:48 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/23/2008 12:52 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 5:17 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/24/2008 5:17 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/24/2008 6:05 20000200 3 No Ranging Response received - T3 time-out
DHCP Attempts to obtain CM IP Address:
4 Attempt(s)
***** 13000100 3 DHCP FAILED - Discover sent, no offer received
***** 20000200 3 No Ranging Response received - T3 time-out
***** 13000100 3 DHCP FAILED - Discover sent, no offer received
***** 20000200 3 No Ranging Response received - T3 time-out
DHCP Attempts to obtain CM IP Address:
9 Attempt(s)
11/24/2008 12:57 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/24/2008 12:57 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/24/2008 17:14 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/24/2008 17:14 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/24/2008 17:31 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:31 20000300 3 Ranging Request Retries exhausted
11/24/2008 17:31 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:31 20000300 3 Ranging Request Retries exhausted
11/24/2008 17:32 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:32 20000300 3 Ranging Request Retries exhausted
11/24/2008 17:32 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:33 13000401 5 ToD request sent - No Response received
11/24/2008 17:33 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/24/2008 17:34 13000100 3 DHCP FAILED - Discover sent, no offer received
11/24/2008 17:34 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:34 13000401 5 ToD request sent - No Response received
DHCP Attempts to obtain CM IP Address:
5 Attempt(s) | |
mxrider750
join:2006-10-30
Minneapolis, MN | I've got the same exact issues as you, since they've upgraded... This upgrade has many bugs is what i am going to guess.. Wonder how its all related? | |
tdumaine
join:2004-03-14
Redmond, WA
·Comcast
| Not sure, but here is a chat transcript...
user amanda_ has entered room
amanda(Mon Nov 24 2008 20:57:20 GMT-0800 (Pacific Standard Time))>
Horrible service, credits please
analyst Ken has entered room
Ken(Mon Nov 24 2008 21:01:03 GMT-0800 (Pacific Standard Time))>
Hello amanda_, Thank you for contacting Comcast Live Chat Support. My name is Ken. Please give me one moment to review your information.
amanda_(Mon Nov 24 2008 18:00:23 GMT-0800 (Pacific Standard Time))>
hi
Ken(Mon Nov 24 2008 21:01:18 GMT-0800 (Pacific Standard Time))>
Hi...How can I help you with your Comcast service?
amanda_(Mon Nov 24 2008 18:00:36 GMT-0800 (Pacific Standard Time))>
vredit the account, in full to today
amanda_(Mon Nov 24 2008 18:00:39 GMT-0800 (Pacific Standard Time))>
err credit
amanda_(Mon Nov 24 2008 18:01:09 GMT-0800 (Pacific Standard Time))>
Date Time Event ID Event Level Description
11/12/2008 16:10 20000300 3 Ranging Request Retries exhausted
11/12/2008 16:18 20000200 3 No Ranging Response received - T3 time-out
11/12/2008 16:18 20000300 3 Ranging Request Retries exhausted
11/12/2008 16:51 20000200 3 No Ranging Response received - T3 time-out
11/12/2008 16:51 20000300 3 Ranging Request Retries exhausted
11/12/2008 17:34 20000200 3 No Ranging Response received - T3 time-out
11/12/2008 17:34 20000300 3 Ranging Request Retries exhausted
11/15/2008 23:59 20000200 3 No Ranging Response received - T3 time-out
11/15/2008 23:59 20000300 3 Ranging Request Retries exhausted
11/16/2008 0:46 20000200 3 No Ranging Response received - T3 time-out
11/16/2008 0:46 20000300 3 Ranging Request Retries exhausted
11/16/2008 7:26 20000200 3 No Ranging Response received - T3 time-out
11/16/2008 7:26 20000300 3 Ranging Request Retries exhausted
11/16/2008 7:26 13000401 5 ToD request sent - No Response received
11/16/2008 7:27 13000403 4 ToD request sent - No Response received
11/16/2008 7:30 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/16/2008 13:29 20000200 3 No Ranging Response received - T3 time-out
11/16/2008 13:29 20000300 3 Ranging Request Retries exhausted
11/17/2008 12:30 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 12:30 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:15 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:15 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:34 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:34 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:37 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:37 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:39 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:39 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:43 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:43 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/18/2008 9:43 20000200 3 No Ranging Response received - T3 time-out
11/20/2008 9:22 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/20/2008 9:23 13000100 3 DHCP FAILED - Discover sent, no offer received
11/20/2008 10:07 20000200 3 No Ranging Response received - T3 time-out
DHCP Attempts to obtain CM IP Address:
10 Attempt(s)
amanda_(Mon Nov 24 2008 18:01:19 GMT-0800 (Pacific Standard Time))>
11/21/2008 11:20 20000200 3 No Ranging Response received - T3 time-out
11/21/2008 11:20 20000300 3 Ranging Request Retries exhausted
11/21/2008 12:05 20000200 3 No Ranging Response received - T3 time-out
11/21/2008 14:47 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/21/2008 14:48 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/23/2008 12:52 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 5:17 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/24/2008 5:17 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/24/2008 6:05 20000200 3 No Ranging Response received - T3 time-out
DHCP Attempts to obtain CM IP Address:
4 Attempt(s)
***** 13000100 3 DHCP FAILED - Discover sent, no offer received
***** 20000200 3 No Ranging Response received - T3 time-out
***** 13000100 3 DHCP FAILED - Discover sent, no offer received
***** 20000200 3 No Ranging Response received - T3 time-out
DHCP Attempts to obtain CM IP Address:
9 Attempt(s)
Ken(Mon Nov 24 2008 21:02:17 GMT-0800 (Pacific Standard Time))>
May I ask why you are requesting credit?
amanda_(Mon Nov 24 2008 18:01:29 GMT-0800 (Pacific Standard Time))>
11/24/2008 12:57 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/24/2008 12:57 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/24/2008 17:14 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/24/2008 17:14 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/24/2008 17:31 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:31 20000300 3 Ranging Request Retries exhausted
11/24/2008 17:31 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:31 20000300 3 Ranging Request Retries exhausted
11/24/2008 17:32 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:32 20000300 3 Ranging Request Retries exhausted
11/24/2008 17:32 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:33 13000401 5 ToD request sent - No Response received
11/24/2008 17:33 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/24/2008 17:34 13000100 3 DHCP FAILED - Discover sent, no offer received
11/24/2008 17:34 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:34 13000401 5 ToD request sent - No Response received
DHCP Attempts to obtain CM IP Address:
5 Attempt(s)
11/24/2008 17:34 13000100 3 DHCP FAILED - Discover sent, no offer received
11/24/2008 17:34 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:34 13000401 5 ToD request sent - No Response received
11/24/2008 17:44 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:44 20000300 3 Ranging Request Retries exhausted
11/24/2008 17:45 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:45 20000300 3 Ranging Request Retries exhausted
11/24/2008 17:46 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:46 13000100 3 DHCP FAILED - Discover sent, no offer received
11/24/2008 17:46 18000200 3 UCD invalid or channel unusable
11/24/2008 17:46 17000400 3 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period
11/24/2008 17:46 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/24/2008 17:52 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:52 20000300 3 Ranging Request Retries exhausted
11/24/2008 17:53 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:53 20000300 3 Ranging Request Retries exhausted
11/24/2008 17:54 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:54 20000300 3 Ranging Request Retries exhausted
11/24/2008 17:54 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 17:54 13000401 5 ToD request sent - No Response received
DHCP Attempts to obtain CM IP Address:
11 Attempt(s)
amanda_(Mon Nov 24 2008 18:01:35 GMT-0800 (Pacific Standard Time))>
the service has not worked
amanda_(Mon Nov 24 2008 18:02:19 GMT-0800 (Pacific Standard Time))>
if you need proof, look at the ping plotter graphs regarding this account, found at »[Connectivity] Noise causing packet loss
amanda_(Mon Nov 24 2008 18:02:39 GMT-0800 (Pacific Standard Time))>
executive escalations is already involved
Ken(Mon Nov 24 2008 21:03:34 GMT-0800 (Pacific Standard Time))>
Amanda, I apologize for the inconvenience, but we are not able to credit your account at this time.
amanda_(Mon Nov 24 2008 18:02:53 GMT-0800 (Pacific Standard Time))>
for what reason?
Ken(Mon Nov 24 2008 21:03:48 GMT-0800 (Pacific Standard Time))>
We will credit your account once the issues are resolved.
amanda_(Mon Nov 24 2008 18:03:23 GMT-0800 (Pacific Standard Time))>
the issue will not be resolved before we cancel the service. Verizon is scheduled to install fios and phone on dec 2nd
amanda_(Mon Nov 24 2008 18:03:57 GMT-0800 (Pacific Standard Time))>
if you refuse to credit, i will need your comcast id, as i will need to report this to executive escalations also
Ken(Mon Nov 24 2008 21:04:51 GMT-0800 (Pacific Standard Time))>
Once the service is cancelled, you may then request a credit for the days the service did not work.
amanda_(Mon Nov 24 2008 18:04:07 GMT-0800 (Pacific Standard Time))>
supervisor please
amanda_(Mon Nov 24 2008 18:04:11 GMT-0800 (Pacific Standard Time))>
dont say no either
amanda_(Mon Nov 24 2008 18:04:16 GMT-0800 (Pacific Standard Time))>
im a paying customer
Ken(Mon Nov 24 2008 21:05:18 GMT-0800 (Pacific Standard Time))>
Would you like to speak with an Advanced Support agent?
amanda_(Mon Nov 24 2008 18:04:29 GMT-0800 (Pacific Standard Time))>
also, this chat will be made public
amanda_(Mon Nov 24 2008 18:04:49 GMT-0800 (Pacific Standard Time))>
billing has called and threatened collection action
amanda_(Mon Nov 24 2008 18:05:02 GMT-0800 (Pacific Standard Time))>
we will not pay the bill untill this is ever resolved and credits issued
amanda_(Mon Nov 24 2008 18:05:18 GMT-0800 (Pacific Standard Time))>
also understand, service has been here for less than a month
Ken(Mon Nov 24 2008 21:06:18 GMT-0800 (Pacific Standard Time))>
Would you like to speak with an Advanced Support agent?
amanda_(Mon Nov 24 2008 18:05:47 GMT-0800 (Pacific Standard Time))>
no, i want to speak to a SUPERVISOR, also known as someone in charge
Ken(Mon Nov 24 2008 21:07:40 GMT-0800 (Pacific Standard Time))>
I apologize for the inconvenience, but we can escalate your issue to Advanced support now.
amanda_(Mon Nov 24 2008 18:07:06 GMT-0800 (Pacific Standard Time))>
should i just start calling some comcast executive cell phone numbers?
amanda_(Mon Nov 24 2008 18:07:19 GMT-0800 (Pacific Standard Time))>
Moyer, Jenni
to me
show details 3:29 PM (2 hours ago)
Reply
I will be out of the office on Monday, November 24 with no access to email or voicemail. If you require immediate assistance, please contact Jorge Alberni (jorge_alberni@comcast.com - 215/286-5240) or Nicole Alexander (nicole_alexander@comcast.com - 215/286-5144). Thank you.
amanda_(Mon Nov 24 2008 18:07:34 GMT-0800 (Pacific Standard Time))>
Bacha, Beth
to me
show details 3:28 PM (2 hours ago)
Reply
I'll be out of the office traveling on business on Tuesday and Wednesday, November 25 - 26, with limited access to e-mail. If this is urgent, please try Patty Lounsbury at 610-650-3029 or by e-mail at patty_lounsbury@cable.comcast.com and she will direct you to someone who can assist, or you can try my cell phone at 610-416-7374. Otherwise, I'll respond to your message as soon as possible. Thanks
Ken(Mon Nov 24 2008 21:09:39 GMT-0800 (Pacific Standard Time))>
I understand your frustration with this issue, but we will not be offering a full month's credit at this time. If you would like to be escalated to Advanced support, I will be more than happy to escalate you now.
amanda_(Mon Nov 24 2008 18:09:44 GMT-0800 (Pacific Standard Time))>
well go ahead and escalate, i'll make sure to let executive escalation know your stance
amanda_(Mon Nov 24 2008 18:10:03 GMT-0800 (Pacific Standard Time))>
just left beth bacha a message on her cell phone, im sure she will love hearing that
amanda_(Mon Nov 24 2008 18:10:53 GMT-0800 (Pacific Standard Time))>
but ya, when the service is unusable 90% of the time, you expect customers to roll over and just pay? how COMCAPTASTIC
Ken(Mon Nov 24 2008 21:11:49 GMT-0800 (Pacific Standard Time))>
Thank you, one moment please and an Advanced Technical agent will be with you shortly. | |
tdumaine
join:2004-03-14
Redmond, WA
·Comcast
| reply to tdumaine
Oh, this is todays modem signals log ive kept so far. Look at the wild fluctuation, and techs say "this is normal" and "your signals are within spec", but ya, we can all see the graphs up above.
11/24/08 05:47am
Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 30.800 MHz 51 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64
05:55am
Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 30.800 MHz 52 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64
06:10
Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 30.800 MHz 47 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64
06:43am
Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 38.800 MHz 52 dBmV
Channel Type: DOCSIS 1.x (TDMA)
Symbol Rate: 2560 kSym/sec
Modulation: QAM16
17:29
RF Parameters
Downstream
Freq/Power: 567.000 MHz 5 dBmV
Signal to Noise Ratio: 37 dB
Modulation: QAM256
Upstream
Freq/Power: 23.600 MHz 54 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64
17:34
RF Parameters
Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 23.600 MHz 47 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64 | |
mxrider750
join:2006-10-30
Minneapolis, MN | Hey I'm just wondering, do you have your internet line connected to a splitter running off the TV and Internet on the same line? | |
tdumaine
join:2004-03-14
Redmond, WA
·Comcast
| said by mxrider750 :Hey I'm just wondering, do you have your internet line connected to a splitter running off the TV and Internet on the same line? Nope. Line comes in from the tap, to a 2 way splitter installed by comcast. 1 side goes to the modem, the other side goes to other splitters for 4 tv's.
Same conditions hooked up directly to the tap with no splitters. | |
plat2on1
join:2002-08-21
Hopewell Junction, NY
clubs: | reply to tdumaine
you think thats bad? take a look at this. 
»[Connectivity] oh no, its back! :( | |
mike12806
Premium
join:2007-08-28
Milton, MA
·Comcast
| reply to tdumaine
Venting at online CSR's seems to be a cheap shot if you ask me....
A.) They have to take your abuse
B.) They are not the cause of your problems
C.) Are only allowed to act under certain circumstances
D.) Are overall just there to help people who can't "find the power button" on their modem
E.) Do you really expect an online CSR to understand what your modem logs mean?
I agree, like I think most people do here, that constructive problem solving is the best route...if you feel you shouldn't pay for service you ddin't receive that's fine...but don't act rude to a CSR that has little background of your situation. | |
tdumaine
join:2004-03-14
Redmond, WA
·Comcast
| said by mike12806 :Venting at online CSR's seems to be a cheap shot if you ask me.... A.) They have to take your abuse B.) They are not the cause of your problems C.) Are only allowed to act under certain circumstances D.) Are overall just there to help people who can't "find the power button" on their modem E.) Do you really expect an online CSR to understand what your modem logs mean? I agree, like I think most people do here, that constructive problem solving is the best route...if you feel you shouldn't pay for service you ddin't receive that's fine...but don't act rude to a CSR that has little background of your situation. The reason they got the rudeness is because i dont like being threatened with collections when the service isnt/wasnt working. I have been absolutely LIVID since the beter half had to take most of last week off. Cant answer a voip phone or log into web apps when the connection is like that. Medical transcription if you were wondering.
A tech showed up at about 7pm local time last night, and we were looking at his meter. He put it in a mode to act like a modem, and he only had 39dB upstream, so we swapped out the modem. Seems to have done the trick. Power supply on my desktop blew last night, so ive only been pingplotting again for a few minutes.
All it was, a bad modem. I offered to try that, but no one till last night took me up on it.
We shall see tho, other "fixes" corrected it for 1 day at most. | |
tdumaine
join:2004-03-14
Redmond, WA
·Comcast
1 edit | Ahhh, it's not fixed after all 
Just noticed the packet loss is back. Signals on modem look within spec, but the graph tells all.
Will have to call the tech manager tomorrow.
Downstream Value
Frequency 597000000 Hz
Signal To Noise Ratio 37.1 dB
Power Level 1.3 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
Upstream Value
Channel ID 1
Frequency 30800000 Hz
Power 46.7 dBmV | |
tdumaine
join:2004-03-14
Redmond, WA
·Comcast
| reply to tdumaine
Downstream Value
Frequency 597000000 Hz
Signal To Noise Ratio 37.4 dB
Power Level 2.5 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
Upstream Value
Channel ID 1
Frequency 30800000 Hz
Power 46.7 dBmV | |
BSD24
Tier 4
Premium
join:2008-04-30
Middleboro, MA
clubs:
·Comcast
 ·Verizon FIOS
 ·Verizon Online DSL
| reply to tdumaine
said by tdumaine :So ya, 3 calls to executive escalations today, and here is the current score: 3 promises for a call back by executive escalations by end of business today. 0 call backs to me. Lead tech said to executive escalation he tried calling and tagged our door while he was working in the area. 0 calls, 0 tags on door and there are 2 adults that work from home and would have seen. Installation was screwed up (supposed to be 4 boxes, only 3 were brought. Called in, was told 2 weeks to get another one out. That was the 1st call to the executives line. Next day, 4th box gets installed, but box #1 in roomates room dies. Two days to get that replaced. Next day after, box #2 (mine dies, had to take it in to swap so i didnt have to wait 3 days for a tech again) Week 2, line issue devolops, line noise outside in the coax somewhere. Outside meaning beyond our drop, with us disconnected, there is noise on the neighborhood lines. At this point, i give up, its not worth the fight. Verizon will be here on December 2nd to install internet and phone. Im still willing to keep comcast for tv if they actualy decide to put some credits on our account. If anyone reads this, think long and hard before you sign up with comcast. Line noise can be caused by electricity issues within your house. Also modem may need to be replaced. Just suggestions - I know there is the possibility someone already checked this, but thought I would just mention it. Good luck!  | |
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