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SFGold
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105 Messages

Friday, April 1st, 2022 3:36 AM

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Low signal warning

Hello, I am receiving a low signal warning on my X1 box. I went into the set up menu and looked at the DOCSIS levels and here are signal levels:

Downstream received power: 13.0

Downstream SNR: 41.5

Upstream power: 33.8

I saw on another screen that tuner 6 doesn't seem to be connected. Not sure if that's important.

I tightened connections but no change.

Can you help?

Question

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Updated 

3 years ago

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XfinityRay

Official Employee

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2.7K Messages

3 years ago

Hello, @SFGold. Thanks for reaching out about the low signal warning on your cable box. I like that we added that feature. I think it is helpful to know what is happening with your service. The downstream power level looks out of range to me. Have you tried a system refresh signal? They take about 10-15 minutes but really seem to help. You can say "System Refresh" in the voice remote or send one using the Video and then Troubleshooting tabs from the Xfinity My Account app.

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SFGold

Contributor

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105 Messages

3 years ago

Hi - I worked with a rep on Twitter and they are rolling a truck... thanks

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XfinityRay

Official Employee

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2.7K Messages

3 years ago

Thanks for letting us know that a visit is needed for this, @SFGold. Our peers on Twitter will follow up after the visit in a DM to ensure things are working and help with further questions. We will also reach out here in a few days to see how things are. Any knowledge you can share as to what caused or fixed this is always helpful for our Community. The Technician will be able to discuss what happened during the visit. 

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SFGold

Contributor

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105 Messages

@XfinityRay​ Will do. Now the new Twitter Xfinity people today are saying there may be a charge to diagnose and fix a signal issue? This has never been the case in the past. It's Xfinity equipment (DVR) that is displaying the error and connected to Xfinity line. Can you help? They are saying the tech will make that determination of whether to charge which frankly seems like after the fact.

3 years ago

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XfinityRay

Official Employee

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2.7K Messages

They are telling you the correct things, @SFGold. We want to be transparent that there is a possibility of a charge so there are no surprises later. I have worked here for 7 years and the policy has been the same the whole time. There is no charge when the root cause is Xfinity-owned equipment or wiring. Our troubleshooting process tries to rule out anything that we can that could cause a charge for the visit. My peers on Twitter and I will be here after the visit takes place as well. We can go over if there is a charge or not and work with you if there is one.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

XfinityRay

Official Employee

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2.7K Messages

Hi, @SFGold. I hope this message finds you well. I wanted to see how things are going. Did you have a visit and get the issue resolved? If it is resolved, do you know what happened so our Community can further learn from your situation? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

SFGold

Contributor

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105 Messages

3 years ago

The tech came out and said there's not a signal issue and that I should take my DVR to the Xfinity store and swap it out and see if that fixes the low signal / lagging issue.

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CCAbbie

Problem Solver

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1.4K Messages

@SFGold Thank you for that information. Were you able to swap out your DVR yet? 

I no longer work for Comcast.

3 years ago

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SFGold

Contributor

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105 Messages

Not yet... it is supposed to be delivered today.

3 years ago

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CCAbbie

Problem Solver

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1.4K Messages

Okay! We will follow up again tomorrow to make sure you get it, and it resolves the issue. 

I no longer work for Comcast.

3 years ago

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CCAbbie

Problem Solver

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1.4K Messages

Hello! I am just checking in. Did the box get delivered? 

I no longer work for Comcast.

3 years ago

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SFGold

Contributor

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105 Messages

Yes box was delivered and it of course did not resolve the signal issues. The tech who came to my house never even checked the X1 box connections, etc and just said I should try ordering a new box. I returned both X1 boxes to my xfinity store and am contemplating moving to an internet only plan at this point. I am amazed at how bad the first line techs are in the field here. One of them told me that all the new techs train in my area then move closer to home where cost of living is less so we always have the new trainees.

Sadly, this hasn't been an Xfinity success story but the online support followup has been excellent so I do appreciate that. Currently working with the Twitter team on next steps.

3 years ago

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SFGold

Contributor

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105 Messages

3 years ago

I have now gone to a gigabit plan and dropped TV/phone. Everything seems to be working great on my end and signal levels look good on my modem, but a Twitter CSR just said I have "100% packet loss"... I am wondering if someone on the tech side can look at my modem and confirm all is OK? I'm getting gigabit speeds and no modem reboots. Thanks

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CCXavier

Official Employee

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695 Messages

@SFGold, We be happy to look into this for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

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