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I became xfnity internet customer two weeks ago. The internet connection I got was never stable. I am so frustrated. I work in IT field, and I need to work at home often and need to have contant and stable internet connection at home. In the past 10 years, I was with another ISP provider and never had annoying connection problem at home (probaby only rebooted my modem no more than 5 times in 10 years). Long story short, after switching to xfinity, during the first week, i had to reboot or reset my modem multiple times everyday - because connection speed was good for only a couple of hours then started getting slower and slower, eventually I couldn't use internet anymore. A week later, xfinity sent our a techinician to my house. The tenician was really nice and thorough - he changed almost all connectors from outside pole and in my house, he also added splitter to lower the incoming signal power. The issue was getting better - the connection would stay good for a 2 or 3 days but then all sudden became slowing again then stopped. Even reboot modem didnt help at all. Each time, i had to stop using internet; and after overnight or a day, the internet became avaiable and good again.
I spoked to xfinity support multiple times and they tend to tell me my modem was not good. I also spoke my modem tech support folks multiple times, and they told me the line had issues and xfinity needed to fix it - because there were huge (over millions) # of corrected/uncorrected in downstream channels and there are a lot T3 timeout events in modem logs.
I am not sure which side to blame. I was hesitated to request comcast tenician visit becuase on the phone they always ask me to approval a request order of $60, they said that is the only way they can send over a techincian. I am attaching some screenshots of my modem connection status and even logs. Hope someone in the community can help tell me if it was my modem the root cause or it was the comcast lines/poles. Really appreciate !!
Start here: troubleshooting guide. If you still need help, please post your equipment details (make/model of your modem/gateway/router) and a screenshot of your signal levels
and your error/event log. Thank you!
My modem/router is "Motorola MG7540 16x4 Cable Modem plus AC1600 Dual Band Wi-Fi Gigabit Router".
Here is the screenshot of downstream bonded channel.
|Channel||Lock Status||Modulation||Channel ID||Freq. (MHz)||Pwr (dBmV)||SNR (d||Corrected||Uncorrected|
Your power levels are okay, but your SNR is marginal and the uncorrected FEC numbers are indicative of an issue. That plus the multiple T-3 errors you reported means you'll probably need a tech visit to get this straightened out.
I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread.
Tip: If you need service, sign up for the Service Protection Plan (SPP). It's around $6 a month and you must keep it for at least 60 days after your service call. If you have SPP, you won't incur a service charge. You can sign up when you schedule an appointment.
Hi MG7540-8968, I can check your levels on my end and schedule a tech if needed. Please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me".
Thanks very much everyone for your input. Hi ComcastAmir, I have sent you a private message. Appreciate your help. I will keep everyone posted.
MG7540-8968 wrote: Thanks very much everyone for your input. Hi ComcastAmir, I have sent you a private message. Appreciate your help. I will keep everyone posted.
I replied to your private message please reach back out to me there.
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