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Service Interruptions for Voice and Internet

Regular Visitor

Service Interruptions for Voice and Internet

I just called service... for several weeks, our service has had a problem.

 

VOICE: Our callers cannot hear us when we talk. This happens every few minutes and lasts for 5-20 seconds.

 

INTERNET: Slow/stalled speeds. Again, it lasts for 5-20 seconds.

 

About a year ago, Comcast came out and dug a trench to run brand new coax to the side of the house, but about 1 month ago, a new neighbor moved in and Comcast was working inside the green dome in m yard. Could the installation of my neighbor's service affected mine?

 

It's either that or the EMTA is dying a slow death.

 

Now for the FRUSTRATING part... it's going to be a day and a half until Comcast can send out a tech. Very frustrating since it's hard to get anything done with internet and voice outages.

 

Anyone have any additional ideas???

 

 

 

PS: Ha! That's funny. I accidentally misspelled Comcast and I got a messge telling me to clean up my post before proceeding. I am a huge Comcast fan and like the service very much, so this post is not a dig on them... just frustrated.

Cable Expert

Re: Service Interruptions for Voice and Internet

You really need a tech back out to  check your signals.  You can either call Comcast or email to we_can_help@comcast.com and a the Comcast Cares Team will get the right people to get it fixed.




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Regular Visitor

Re: Service Interruptions for Voice and Internet

A tech will be out in a day-and-a-half. Any suggestions I can try in the meantime?

 

I've cycled the EMTA, I checked all connections, I've removed add'l equipment from the connection (Cicso Router, Tivo, etc).

 

I'll try any suggestions!

 

Thanks.

Cable Expert

Re: Service Interruptions for Voice and Internet

With your browser open the web page of the eMTA by going to http://192.168.100.1 and post the following:

 

downstream RF power levels

downstream SNR

upstream power levels




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I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.

Was your question answered? Mark it as an accepted solution!solution Icon
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I am not a Comcast employee.

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Mark it as a solution!solution Icon

Regular Visitor

Re: Service Interruptions for Voice and Internet

Below are the power levels... do they seem normal. I checked the curbside vault as well and all cables are secure....

 

 RF Parameters

Downstream
 Freq/Power:729.000 MHz6 dBmV 
 Signal to Noise Ratio: 36 dB 
 Modulation:QAM256 

Upstream
 Freq/Power:37.000 MHz37 dBmV 
 Channel Type:DOCSIS 2.0 (ATDMA) 
 Symbol Rate:5120 kSym/sec 
 Modulation:QAM64
Regular Visitor

Re: Service Interruptions for Voice and Internet

Comcast was just here...

 

The tech replaced the EMTA and that seems to have solved the problem. We'll know for sure later today, but voice and data seem to be doing very well.