Rented house and did internet self install package in 2018. Internet worked, but not without experiencing dropped connections while wired and wifi, lag, packet loss, ect. Contacted support, was told I had too many devices and need to upgrade to gig package. In 2019 I upgraded and was told tech was required to come out and professionally install gig package due to they run a new line from pole to house and check specs, ect. ( Install Cost: $75) Tech arrived and I let him have access to my house to do his thing. Upon leaving, was told specs look good and Im good to go. Between then and now, I still experienced internet connection issues, stability being the biggest problem. Ive jumped thru the hoops with customer support doing the obvious checklist and even swapped for new gateway over this time. Due to my over extended work schedule, I havent had or given this issue any of my time and just dealt with it. I decided I've had enough and now Im putting my life on hold to get to the bottom of this.
For the first time, I took a look at the Xfinity intall that took place in 2019 for my Xfinity Gig Package. I traced the cable from Gateway to basement and found that cable is split, using a barrel connecter, connecting another short piece of cable that leads to outside. ( Why would they use two different lengths of coax cable for one run right to the Gateway, unless they didnt. The coax cable was already ran from previous tenants with their past services. ) Went outside to look for Xfinity Install box and take a look at the installation to see if I could physically see any issues. This is what I found.
Box in pic is from previous tenant who had phone service. Xfinity install starts below the box. The grey cable, that's hanging there and not connected to anything, is from previous tenant as well. The old black coax cable with paint on it is my Gig Xfinity install that runs to the pole. ( This house is really old and was painted years ago, so that makes the coax cable to the pole really old.) The old black wire with paint on it, dangling below my siding, Xfinity used as my ground connection for the install. It runs along the side of my house, around the corner, under my siding, and connects to my electric meter. (FYI, that cable was already there when I moved in. Tech didnt intall it, inspect it, just used it. )
Ground wire runs around the corner another 10 to 15 feet, under my siding, and connects to electric meter.
Image of ground connection
Close up of ground connection.
My question is, what did the tech install?
Called customer support and Tech visit was setup for 3-17-21, but had to reschedule for 3-20-21 due to kids having school online. (During my call, rep asked how my CABLE BOX was performing. I told her I dont have cable services or a cable box. According to her, I pay for TV and should have a box.) Xfinity rep told me they would be out at my house between 8am and 8pm to look at my install and run a new line from the pole to my house. Stayed home all day, no one showed. Chatted online with Xfinity support this morning, around 2am, and rep told me someone will be out here in the next 24 hrs. Asked for my phone number so I could confirm my appointment, and then disconnected from chat. I never received a phone call confirming my appointment. I got back online and chatted with another agent. Agent told me I would get a call in the next six hours to confirm my appointment. Never received a call. It looks like im going to have to call and explain my situation again and hopefully get this resolved.
Bottom Line
Poor internet from day one is due to old existing coax cable install from previous tenant services. Technician used the old preexisting equipment that was in my home for his install to cut corners and save him time. Xfinity technician failed at his job by not performing an Xfinity professional install, (That I paid $75 for) resulting in Xfintiy services underperforming the services that Ive been paying for over the last two years. All im asking is please provide the services that Ive been paying for the last two years. I will be happy with stable, consistant internet services. If someone could please help me, I would be very greatful, Thank you.
Phone: 815-370-2067
FYI
Here are my Gateway logs. (They're out of spec and probably never been in spec from day one.)
Initialization Procedure
Initialize Hardware:Complete
Acquire Downstream Channel:Complete
Upstream Ranging:Complete
DHCP bound:Complete
Set Time-of-Day:Complete
Configuration File Download:Complete
Registration:Complete
Cable Modem
HW Version:15
Vendor:ARRIS Group, Inc.
BOOT Version:0.2.17.573854
Core Version:morty
Model:TG3482G
Product Type:XB6
Flash Part:4857 MB
Download Version:7.2.3.0.104
Serial Number:9AV2H19JBF1397
| Index | 5 | 2 | 3 | 4 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 36 | 37 | 31 |
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| Lock Status | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
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| Frequency | 507000000 | 483000000 | 489000000 | 495000000 | 513000000 | 519000000 | 525000000 | 531000000 | 537000000 | 543000000 | 549000000 | 555000000 | 561000000 | 567000000 | 573000000 | 579000000 | 585000000 | 591000000 | 597000000 | 603000000 | 609000000 | 615000000 | 621000000 | 627000000 | 633000000 | 639000000 | 645000000 | 651000000 | 657000000 | 663000000 | 669000000 | 724800000 |
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| SNR | 40.366287 | 38.983261 | 40.366287 | 40.946209 | 38.983261 | 40.366287 | 40.366287 | 40.366287 | 40.946209 | 40.946209 | 40.366287 | 40.366287 | 40.366287 | 40.366287 | 40.366287 | 40.366287 | 40.946209 | 40.366287 | 40.946209 | 40.946209 | 40.366287 | 40.366287 | 40.946209 | 40.366287 | 40.946209 | 40.946209 | 40.366287 | 40.946209 | 40.946209 | 40.366287 | 40.946209 | NA |
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| Power Level | 8.099998 | 6.199997 | 6.800003 | 8.199997 | 7.199997 | 7.599998 | 8.199997 | 8.500000 | 8.400002 | 8.199997 | 7.599998 | 7.099998 | 7.199997 | 7.300003 | 7.900002 | 8.699997 | 7.900002 | 7.300003 | 7.800003 | 7.099998 | 7.400002 | 8.900002 | 8.900002 | 8.699997 | 8.500000 | 9.400002 | 9.000000 | 9.300003 | 9.400002 | 9.199997 | 8.800003 | NA |
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| Modulation | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | QAM256 | OFDM |
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Upstream | Channel Bonding Value | | Index | 1 | 2 | 3 | 4 | 5 |
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| Lock Status | Locked | Locked | Locked | Locked | Locked |
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| Frequency | 29200000 | 40400000 | 16400000 | 22800000 | 35600000 |
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| Symbol Rate | 5120 KSym/sec | 2560 KSym/sec | 5120 KSym/sec | 5120 KSym/sec | 5120 KSym/sec |
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| Power Level | 41.020599 | 38.510300 | 40.270599 | 40.020599 | 41.020599 |
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| Modulation | 64QAM | 64QAM | 64QAM | 64QAM | 64QAM |
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| Channel Type | US_TYPE_ATDMA | US_TYPE_ATDMA | US_TYPE_ATDMA | US_TYPE_ATDMA | US_TYPE_ATDMA |
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| CM Error Codewords | | Unerrored Codewords | 16065 | 15941 | 15808 | 15664 | 15538 | 15437 | 15332 | 15220 | 15102 | 14969 | 14865 | 14752 | 14611 | 14477 | 14373 | 14261 | 14102 | 13996 | 13884 | 13763 | 13630 | 13525 | 13410 | 13280 | 13146 | 13041 | 12928 | 12807 | 12672 | 12568 | 12455 | 559030611 |
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| Correctable Codewords | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 3735936685 |
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| Uncorrectable Codewords | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 373593668 |
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Event Logs| All logs from Yesterday | | |
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| ti_dhcp6c[7933]: 72001002-DHCPv6 Provision - Completed | 2021/3/22 03:51:55 | Informational | | ti_dhcp6c[7933]: 72001011-DHCPv6 - Missing Required Option 82 | 2021/3/22 03:51:53 | Critical | | ti_dhcp6c[7933]: 72001011-DHCPv6 - Missing Required Option 24 | 2021/3/22 03:51:53 | Critical | | ti_dhcp6c[7933]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Mar 22 09:51:52 2021 | 2021/3/22 03:51:53 | Critical | | ti_dhcp6c[7933]: 72001011-DHCPv6 - Missing Required Option 82 | 2021/3/22 03:51:52 | Critical | | ti_dhcp6c[7933]: 72001011-DHCPv6 - Missing Required Option 24 | 2021/3/22 03:51:52 | Critical | | DHCPv4[7380]: 72001001-DHCPv4 Provision - Completed | 2021/3/22 03:51:46 | Informational | | eRouterEvents[7270]: 72003004-eRouter enabled as Dual Stack | 2021/3/22 03:51:38 | Informational | | [Harvester][2808]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting | 2021/3/22 03:27:35 | Notice | | [Harvester][2808]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting | 2021/3/22 03:27:35 | Notice | | ti_dhcp6c[8115]: 72001002-DHCPv6 Provision - Completed | 2021/3/22 03:27:08 | Informational | | ti_dhcp6c[8115]: 72001011-DHCPv6 - Missing Required Option 82 | 2021/3/22 03:27:06 | Critical | | ti_dhcp6c[8115]: 72001011-DHCPv6 - Missing Required Option 24 | 2021/3/22 03:27:06 | Critical | | ti_dhcp6c[8115]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Mar 22 09:27:05 2021 | 2021/3/22 03:27:06 | Critical | | ti_dhcp6c[8115]: 72001011-DHCPv6 - Missing Required Option 82 | 2021/3/22 03:27:05 | Critical | | ti_dhcp6c[8115]: 72001011-DHCPv6 - Missing Required Option 24 | 2021/3/22 03:27:05 | Critical | | DHCPv4[7466]: 72001001-DHCPv4 Provision - Completed | 2021/3/22 03:26:59 | Informational | | eRouterEvents[7367]: 72003004-eRouter enabled as Dual Stack | 2021/3/22 03:26:49 | Informational | | [Harvester][2801]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting | 2021/3/22 03:15:26 | Notice | | [Harvester][2801]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting | 2021/3/22 03:15:26 | Notice |
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| ti_dhcp6c[8104]: 72001002-DHCPv6 Provision - Completed | 2021/3/22 03:15:00 | Informational | | ti_dhcp6c[8104]: 72001011-DHCPv6 - Missing Required Option 82 | 2021/3/22 03:14:58 | Critical | | ti_dhcp6c[8104]: 72001011-DHCPv6 - Missing Required Option 24 | 2021/3/22 03:14:58 | Critical | | ti_dhcp6c[8104]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Mar 22 09:14:57 2021 | 2021/3/22 03:14:58 | Critical | | ti_dhcp6c[8104]: 72001011-DHCPv6 - Missing Required Option 82 | 2021/3/22 03:14:57 | Critical | | ti_dhcp6c[8104]: 72001011-DHCPv6 - Missing Required Option 24 | 2021/3/22 03:14:57 | Critical | | DHCPv4[7539]: 72001001-DHCPv4 Provision - Completed | 2021/3/22 03:14:51 | Informational | | eRouterEvents[7407]: 72003004-eRouter enabled as Dual Stack | 2021/3/22 03:14:43 | Informational | | ti_dhcp6c[17938]: 72001002-DHCPv6 Provision - Completed | 2021/3/22 01:12:11 | Informational | | DHCPv4[17471]: 72001001-DHCPv4 Provision - Completed | 2021/3/22 01:12:09 | Informational | | ti_dhcp6c[17938]: 72001011-DHCPv6 - Missing Required Option 82 | 2021/3/22 01:12:08 | Critical | | ti_dhcp6c[17938]: 72001011-DHCPv6 - Missing Required Option 24 | 2021/3/22 01:12:08 | Critical | | ti_dhcp6c[17938]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Mar 22 07:12:07 2021 | 2021/3/22 01:12:08 | Critical | | ti_dhcp6c[17938]: 72001011-DHCPv6 - Missing Required Option 82 | 2021/3/22 01:12:07 | Critical | | ti_dhcp6c[17938]: 72001011-DHCPv6 - Missing Required Option 24 | 2021/3/22 01:12:07 | Critical | | eRouterEvents[17361]: 72003004-eRouter enabled as Dual Stack | 2021/3/22 01:12:01 | Informational | | eRouterEvents[13501]: 72003001-eRouter is administratively disabled | 2021/3/22 01:10:49 | Informational | | eRouterEvents[13501]: 72003004-eRouter enabled as Dual Stack | 2021/3/22 01:10:48 | Informational | | DHCPv4[7451]: 72001020-DHCPv4 - IP Address Released | 2021/3/22 01:10:48 | Informational | | ti_dhcp6c[10189]: 72001004-DHCPv6 Provision - 6 Retries Attempted with Last attempt at Mon Mar 22 07:09:11 2021 | 2021/3/22 01:09:47 | Critical |
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| ti_dhcp6c[10189]: 72001004-DHCPv6 Provision - 5 Retries Attempted with Last attempt at Mon Mar 22 07:08:53 2021 | 2021/3/22 01:09:11 | Critical | | ti_dhcp6c[10189]: 72001004-DHCPv6 Provision - 4 Retries Attempted with Last attempt at Mon Mar 22 07:08:45 2021 | 2021/3/22 01:08:53 | Critical | | ti_dhcp6c[10189]: 72001004-DHCPv6 Provision - 3 Retries Attempted with Last attempt at Mon Mar 22 07:08:40 2021 | 2021/3/22 01:08:45 | Critical | | ti_dhcp6c[10189]: 72001004-DHCPv6 Provision - 2 Retries Attempted with Last attempt at Mon Mar 22 07:08:38 2021 | 2021/3/22 01:08:40 | Critical | | ti_dhcp6c[10189]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Mon Mar 22 07:08:37 2021 | 2021/3/22 01:08:38 | Critical | | ti_dhcp6c[8093]: 72001009-DHCPv6 - No Advertise or Reply Received 4 times | 2021/3/22 01:07:44 | Critical | | ti_dhcp6c[8093]: 72001004-DHCPv6 Provision - 13 Retries Attempted with Last attempt at Mon Mar 22 07:05:50 2021 | 2021/3/22 01:07:44 | Critical | | ti_dhcp6c[8093]: 72001009-DHCPv6 - No Advertise or Reply Received 3 times | 2021/3/22 01:05:50 | Critical | | ti_dhcp6c[8093]: 72001004-DHCPv6 Provision - 12 Retries Attempted with Last attempt at Mon Mar 22 07:04:00 2021 | 2021/3/22 01:05:50 | Critical | | ti_dhcp6c[8093]: 72001009-DHCPv6 - No Advertise or Reply Received 2 times | 2021/3/22 01:04:00 | Critical | | ti_dhcp6c[8093]: 72001004-DHCPv6 Provision - 11 Retries Attempted with Last attempt at Mon Mar 22 07:02:03 2021 | 2021/3/22 01:04:00 | Critical | | ti_dhcp6c[8093]: 72001009-DHCPv6 - No Advertise or Reply Received 1 times | 2021/3/22 01:02:03 | Critical | | ti_dhcp6c[8093]: 72001004-DHCPv6 Provision - 10 Retries Attempted with Last attempt at Mon Mar 22 07:00:04 2021 | 2021/3/22 01:02:03 | Critical | | ti_dhcp6c[8093]: 72001004-DHCPv6 Provision - 9 Retries Attempted with Last attempt at Mon Mar 22 06:57:54 2021 | 2021/3/22 01:00:04 | Critical | | ti_dhcp6c[8093]: 72001004-DHCPv6 Provision - 8 Retries Attempted with Last attempt at Mon Mar 22 06:55:56 2021 | 2021/3/22 00:57:54 | Critical | | ti_dhcp6c[8093]: 72001004-DHCPv6 Provision - 7 Retries Attempted with Last attempt at Mon Mar 22 06:54:49 2021 | 2021/3/22 00:55:56 | Critical | | ti_dhcp6c[8093]: 72001004-DHCPv6 Provision - 6 Retries Attempted with Last attempt at Mon Mar 22 06:54:16 2021 | 2021/3/22 00:54:49 | Critical | | ti_dhcp6c[8093]: 72001004-DHCPv6 Provision - 5 Retries Attempted with Last attempt at Mon Mar 22 06:54:00 2021 | 2021/3/22 00:54:16 | Critical | | [Harvester][2783]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting | 2021/3/22 00:54:10 | Notice | | [Harvester][2783]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting | 2021/3/22 00:54:10 | Notice |
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| ti_dhcp6c[8093]: 72001004-DHCPv6 Provision - 4 Retries Attempted with Last attempt at Mon Mar 22 06:53:51 2021 | 2021/3/22 00:54:00 | Critical | | ti_dhcp6c[8093]: 72001004-DHCPv6 Provision - 3 Retries Attempted with Last attempt at Mon Mar 22 06:53:47 2021 | 2021/3/22 00:53:51 | Critical | | ti_dhcp6c[8093]: 72001004-DHCPv6 Provision - 2 Retries Attempted with Last attempt at Mon Mar 22 06:53:45 2021 | 2021/3/22 00:53:47 | Critical | | ti_dhcp6c[8093]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Mon Mar 22 06:53:44 2021 | 2021/3/22 00:53:45 | Critical | | DHCPv4[7451]: 72001001-DHCPv4 Provision - Completed | 2021/3/22 00:53:38 | Informational | | DHCPv4[7451]: 72001008-DHCPv4 - No Offer or Ack Received 1 times | 2021/3/22 00:53:36 | Critical | | eRouterEvents[7339]: 72003004-eRouter enabled as Dual Stack | 2021/3/22 00:53:26 | Informational | | ti_dhcp6c[8025]: 72001011-DHCPv6 - Missing Required Option 82 | 2021/3/21 00:23:28 | Critical | | ti_dhcp6c[8025]: 72001011-DHCPv6 - Missing Required Option 24 | 2021/3/21 00:23:28 | Critical | | ti_dhcp6c[8025]: 72001011-DHCPv6 - Missing Required Option 82 | 2021/3/21 00:23:23 | Critical |
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EG
Expert
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103.5K Messages
3 years ago
Concern moved here for greater exposure to actual Comcast employees.
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XfinityBillie
Official Employee
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2.2K Messages
3 years ago
Hello and thank you for taking the time to reach out to us here on our Forums! I definitely understand the frustration if you've been experiencing service issues and I would love to look into things on our end to help you resolve the connection issues. Please send us a private message with your name and service address to Xfinity Support by clicking the chat icon at the top right of the page.
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