Visitor
•
2 Messages
Downstream/Upstream Power Level issues with new modem
I bought a new Netgear CAX80 modem/router in December. I was having issues with speed, so a tech came out. Tech claimed it was the modem. I replaced the modem with another CAX80, which worked fine for 12 hours or so. Now I am having the same issues. My downstream power levels are too high, and the upstream power levels are too low. I have massive amounts of uncorrectable errors on half of the downstream channels. There is only one line into my house with only one splitter (one line for TV box, one line for modem). I cannot get through to a human being to explain that the issue is far beyond the "restart the modem" that the chat bot wants to do. I was charged $100 for the problem to not be fixed.
XfinityAirelle
Official Employee
•
3K Messages
2 hours ago
We can understand why you’re frustrated, especially after replacing the modem, having a technician out, and still seeing the same power level and error issues. Based on what you’re describing, this does sound like a signal problem rather than a modem issue, particularly with downstream power being too high, upstream too low, and a high number of uncorrectable errors. A modem restart would not resolve that, and we hear you on how limiting the automated tools can be in situations like this.
We also want to address the service charge. Being billed $100 when the underlying issue was not resolved is understandably upsetting, and that is something we want to review as part of this.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
0
0
EG
Expert
•
115.4K Messages
1 hour ago
@ML579
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
1
0
EG
Expert
•
115.4K Messages
17 minutes ago
Ok, suit yourself. Good luck.
0
0