Visitor
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1 Message
Extreme packet loss & 58dBmv upstream power since outage
Hi, I am looking for some assistance from corporate support to escalate an infrastructure issue. My neighborhood was affected by the recent storms in the Midwest causing an outage. Ever since the outage has been fixed I have had extremely packet loss and speeds ranging from .7-20Mbps.
The exterior drop line and equipment on the side of my house was completely replaced a week prior to the storm and worked perfectly. Now my gateway maxes out at 58 dBmV upstream power which usually means there is a problem outside of the home at the street/neighborhood node and it is struggling to negotiate a connection.
A technician was scheduled to look into this last week but at the time of the scheduled appointment the tech said I was unavailable, cancelled the appointment and set up a new one 2 weeks away. I know that sometimes things come up, but I did not appreciate at all not being called and being asked if we could reschedule. I would appreciate it if someone can look into this. Thanks
EG
Expert
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120.4K Messages
5 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityKei
Official Employee
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2.7K Messages
5 hours ago
@user_C708 Thanks for reaching out to our team for help with your connection. I’m glad to hear everything is up since the storms.
As a friendly reminder you can add yourself to the Waitlist if anything opens up you would be notified. Here's a link with more information https://www.xfinity.com/support/articles/appointment-waitlist.
I am happy to check over your account and connection with you as well as your tech appointment.
Can you please direct message me your first and last name along with your full service address so I can assist you further?
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
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• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
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