So, I am sure that you have all had to deal with the absurdity of Xfinity/Comcast....Or else you wouldn't be in the forum.
Stats for your pleasure.
ProcedureStatusCommentAcquire Downstream Channel 693000000 Hz Locked Connectivity State OK Operational Boot State Configuration File OK Security Enabled BPI+
Downstream Bonded Channels Channel Modulation Frequency Power SNR Correctables Uncorrectables 1 QAM256 693000000 Hz -1.2 dBmV 39.0 dB 26 108 2 QAM256 651000000 Hz -1.9 dBmV 38.6 dB 15 97 3 QAM256 657000000 Hz -1.2 dBmV 38.8 dB 28 134 4 QAM256 663000000 Hz -0.7 dBmV 39.1 dB 24 95 5 QAM256 669000000 Hz -0.9 dBmV 39.2 dB 15 95 6 QAM256 675000000 Hz -1.1 dBmV 39.3 dB 19 104 7 QAM256 681000000 Hz -1.2 dBmV 39.4 dB 13 94 8 QAM256 687000000 Hz -0.8 dBmV 39.0 dB 37 171
Total Correctables Total Uncorrectables 177 898
Upstream Bonded Channels Channel US Channel Type Symbol Rate Frequency Power 1 ATDMA 5120 Ksym/sec 36400000 Hz 37.5 dBmV 2 ATDMA 5120 Ksym/sec 29500000 Hz 36.8 dBmV 3 ATDMA 5120 Ksym/sec 22600000 Hz 35.8 dBmV 4 Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
But here is a ruinous chat session, as I was provided a fake ticket number by a tech. T3 timeout issues still occuring.
Not my gear, not my house wiring, the coax from pole to house has been replaced twice....But in the end you will experience the run around and BS that is comcast.
Enjoy the chat transcript, and take note a heed. Call in and chat at the same time. (You'll notice a few times is disconnect and reconnect....)
Baby Jane: Hello Customer, Thank you for contacting Comcast Live Chat Support. My name is Baby Jane. Please give me one moment to review your information.
Customer: My Issue: Multiple T3 timeouts for the past 3 months.
Baby Jane: Good to have you in the chat. I hope you are doing just fine today.
Customer: Sure
Baby Jane: Customer, can you provide me more details about your issue please?
Customer: Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:1c:7b:e4... Sun Jun 29 14:09:26 2014 Notice Honoring MDD; IP provisioning mode = IPv6 Sun Jun 29 14:09:24 2014 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:1c:7b:e4... Sun Jun 29 14:09:16 2014 Warning (5) ToD request sent - No Response received;CM-MAC=00:1c:7b:e4:06... Sun Jun 29 14:09:13 2014 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:...
Customer: That is what I am experiencing.
Customer: In simple terms, my Internet service has not been stable for the past 3 plus months
Baby Jane: Thank you for providing that information.
Baby Jane: May I know if you are using the modem and wireless router combo?
Customer: No, I returned that on the 9th of this month, and went through the run around today with billing.
Customer: I have my own cable modem
Customer: As I was still being billed for equipment lease....
Baby Jane: All right. Thank you for the information.
Customer: Please don't ask me to power cycle the equipment, I have done that numerous times. And that will not solve the problem.
Baby Jane: Oh. That is part of our troubleshooting steps.
Baby Jane: And since you have done it already I can send the signals to your modem and also provision it again.
Customer: Will that solve a CMTS and pole line problem?
Baby Jane: This will not solve pole problems, Customer since this is just basic troubleshooting. We can only send signals that comes from our server that will go directly to your equipment.
Baby Jane: I have also checked the device uptime of your modem.
Customer: What is it? Can you also see the multiple reboots?
Baby Jane: I have seen series of fluctuation from June 28 to June 29 only.
Customer: So can you submit a MTS ticket for one of the comcast CMTS techs to check the stinger and the CMTS.
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Customer: Baby Jane: Hello Customer, Thank you for contacting Comcast Live Chat Support. My name is Baby Jane. Please give me one moment to review your information. Customer: My Issue: Multiple T3 timeouts for the past 3 months. Baby Jane: Good to have you in the chat. I hope you are doing just fine today. Customer: Sure Baby Jane: Customer, can you provide me more details about your issue please? Customer: Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:1c:7b:e4... Sun Jun 29 14:09:26 2014 Notice Honoring MDD; IP provisioning mode = IPv6 Sun Jun 29 14:09:24 2014 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:1c:7b:e4... Sun Jun 29 14:09:16 2014 Warning (5) ToD request sent - No Response received;CM-MAC=00:1c:7b:e4:06... Sun Jun 29 14:09:13 2014 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:... Customer: That is what I am experiencing. Customer: In simple terms, my Internet service has not been stable for the past
Baby Jane: Customer, I can only do as far as sending a technician to check your equipment here in our department. You can however contact our local office technicians at 866-594-1234 you can request for a ticket for the technician to check on the pole
Customer: So I need to call in.
Baby Jane: Yes, Customer but if you would allow I can submit a ticket for this issue and we will be sending a technician to check your equipment and your connection.
Customer: did you reset my gear or was that just "Comcast" again?
Customer: My equipment is fine. It's the CMTS or the stinger on the pole.
Customer: The drop from the pole has been replaced twice so far....
Baby Jane: We did not reset your equipment.
Customer: So as you can see I am still experiencing issues.
Baby Jane: I understand.
Customer: Ok, when I call into 866.....What tree on the ACD do I go to to get someone that can submit that type of ticket?
Baby Jane: Please choose Internet issues.
Customer: Sun Jun 29 14:43:10 2014 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream ...
Baby Jane: Thank you.
Customer: Whom is your manager there
Baby Jane: My apologies, Customer however I do not have a direct profile access to the manager that is on Duty right now.
Customer: That is inaccurate...
Baby Jane: Customer, We only have our immediate supervisor that is on duty right now.
Customer: What is his or her name please
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Baby Jane: Customer we are not allowed to disclose information of our operations personnel if you want I can transfer our chat to one of our supervisors, Would you like me to transfer you with one of my supervisor instead?
Customer: Another T3 timeout...
Customer: Please
Baby Jane: Yes, I was able to notice another interruption from our chat, Customer
Customer: Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:1c:7b:e4... Sun Jun 29 15:02:09 2014 Critical (3) Resetting the cable modem due to docsDevResetNow Sun Jun 29 15:00:08 2014 Critical (3) Started Unicast Maintenance Ranging - No Response received - ... Sun Jun 29 15:00:07 2014 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:... Time Not Established Notice Honoring MDD; IP provisioning mode = IPv6 Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:1c:7b:e4...
Baby Jane: Thank you
Baby Jane: Customer, as of our latest update we can send a technician to check your connection outside first meaning outside first ( box pole etc.) If they could not find any problem that is the time they will need to check your inside connection and your equipment. Would you like me to schedule the appointment?
Customer: I called in and have a ticket number can you confirm it for me?
Customer: CR3774598520
Baby Jane: All right. Let me check on it
Customer: Thank you
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Baby Jane: I have checked your account and I am not able to find the ticket you have provided, Customer. I am also not able to find an open ticket on the account.
Customer: that was the ticket number the tech gave me.
Customer: Ok, can you submit a ticket and provide me the ticket number
Customer: Can you report that also to your syupervisor
Baby Jane: Yes I surely will, Customer.
Baby Jane: Can I ask for a good callback number that our technicians can contact you one they will be arriving at your address?
Customer: I am about to have a freak out here, and call back in
Customer: Again, this is not a house service call. I want a tech to check the CMTA and the stinger on the pole
Customer: CMTS
Customer: Calling back in...
Baby Jane: I certainly understand your side, Customer. I will specifically note on the account to check the pole and not inside your home. Our technician will first check the pole during a service call to make sure there are no issues found outside.
Customer: For that the tech doesnt need my number
Baby Jane: All right
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Baby Jane: May I know if we are still connected, Customer?
Customer: T3 timeout
Customer: Speaking with Ron
Customer: He too cannot confirm the ticket #...
Customer: Mentally ballistic now.....
Baby Jane: I really apologize for all the hassle, Customer
Baby Jane: Are you still with a representative on the phone?
Customer: Yes.
Customer: Apparently the supervisor will call me back.
Baby Jane: Were you provided with a ticket number?
Customer: Nope.....
Customer: Ahhhhhhh
Customer: F@#!^@^@^$@^$@$@@$
Baby Jane: I am so sorry for the inconvenience. I will schedule a technician visit here in my end to make sure a technician will check the pole, Customer.
Customer: CR378555101
Customer: Is that legit?
Baby Jane: I am able to find that ticket number but the status of the ticket is closed.
Customer: Huh?
Baby Jane: That ticket was created but the status of the ticket is closed. No technician visit was scheduled.
Customer: Hmmm....So am I getting the run around?
Baby Jane: Customer, I will just schedule the appointment here in my end to make sure you will not get a closed ticket.
Baby Jane: I have the available appointments here open.
Customer: Outside pole and CMTS check.
Baby Jane: Yes. I will put that in the job comments.
Customer: I don't need a home service tech.
Customer: I need one of your line / Network techs.
Baby Jane: I have this job comments on the workorder "please check pole/Outside pole and CMTS check"
Baby Jane: I have this job comments on the workorder "please check pole/Outside pole and CMTS check"
Customer: So this is not a home service call correct.
Baby Jane: Yes.
Customer: Wonderful
Baby Jane: "Outside pole and CMTS check/do not check the inside connection/just the pole" is the job comments to be exact
Customer: What is that ticket number please.
Baby Jane: The appointment we have are the following 10 to 12 and 3-5. We will schedule 10 to 12PM.
Customer: Sure
Baby Jane: ticket number CR378555540
Customer: If I am called and asked to come home I will go more ballistic....
Baby Jane: Please take note of the ticket number if in case you cannot find any improvement with your connection you hav a ticket number that would back you up about the ticket we have created
Customer: I've got all of them written down....Including the fake one, that someone gave me....
Baby Jane: Thank you.
Customer: Thanks for all your help. Now I'll see if the supervisor calls.
Baby Jane: You are most welcome.
Baby Jane: Before we finish up let us take a minute to recap what we have done on this chat. We have created a technician visit to check your outside connection (pole).
Baby Jane: Is there anything else I can help you with today?
Customer: Unless you have the power to listen to the two previous calls, and have disciplinary action power to reprimand / fire the other support technician. I believe that will be all.
Baby Jane: Unfortunately I do not have that access, Customer but I will have this noted.
Baby Jane: It has been my pleasure serving you today and I truly appreciate your understanding and cooperation.
Customer: Thanks, have a great day.
I truly hope someone can help.