Visitor
•
8 Messages
3 Tech visits. No resolution.
We've had 3 different technicians come to our home due to ongoing connectivity issues. Primarily evening time latency, slow speeds, and packet loss. I'd like to mention we've been a comcast customer at this residence for 7 years and we have never had this problem before. We've been in contact with customer service for over a month and the issue had been persistent for months before that. I want to be clear that all the technicians were professional and cordial.
The last visit was with a supervisor tech. He was extremely candid about the situation. He acknowledged the problem existed but that there was absolutely nothing they can do about it right now and it could be months before it gets resolved.
Apparently the reason this is happening is due to bandwidth congestion on our node. The node needs to be upgraded but in the meantime we are stuck with poor service and we're paying full price!
The tech seemed just as disappointed as I was. He left and that was that...
user_b970ef
Visitor
•
8 Messages
3 years ago
(edited)
0
flatlander3
Problem Solver
•
1.5K Messages
3 years ago
Techs will tell you a lot of things. An "installer" tried to drill a hole through through my sliding door window frame (eye roll). You might have other issues with your wiring, or old failing parts hanging off of it.
Perhaps your neighborhood infrastructure is indeed old and rotting off a pole somewhere. Maybe it's something else entirely. If you log into your gateway/modem, what are you getting for a signal table, and what does the error log show where it counts? (the actual signal your gateway/modem is seeing). You'll have to redact MAC addresses when you post error logs or the bot will mark the post private. Start here:
https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0
You working with a house, or an apartment/multi-family situation where you don't own the wiring?
1
0
flatlander3
Problem Solver
•
1.5K Messages
3 years ago
Yeah. Looks pretty reasonable on upstream/downstream. Some errors but maybe just some artifacts if they were doing work on the 19th, and really nothing since then to point at in the logs. A stray T3 is normal.
Clean direct run, I'd suggest....but you already got that. I'm afraid I'm not any help either. They can look at upstream receive on their end, but I don't know how to get them to do it.
Anyone else see anything??
1
0
EG
Expert
•
117.1K Messages
3 years ago
FWIW. This may indeed be being caused by a capacity / traffic congestion problem on your local cable segment / node. The node may need to be split. If so, there is not much that you can do about it except to complain to them persistently, and to get your immediate neighbors to join in as they are likely to be experiencing it as well. With issues like this, the Comcast wheels may turn very slowly. Good luck !
0
0
flatlander3
Problem Solver
•
1.5K Messages
3 years ago
There's a real long shot here too when there's not much else to do but try to make a wheel churn.
I see a lot of lightning at one location. Outside, I found a 286kV inline voltage/lightning suppressor that has probably seen better days. They are only rated for a fixed number of hits, and likely will only survived one good one. You probably can't read the writing on it in this photo, but it's seen it's share of line spikes and proximity strikes.
What are the symptoms? Interferes with lower frequencies. Around the same ranges you'd see with upstream frequencies. Could cause that steady creep up on outbound power towards 404Mhz, although, that's probably not what's causing your issues. Maybe look for one. If you've got some equipment, you can bench test it and see what the frequency response is, but the super easy way is to just bypass it just for a test. See if it matters. It should be located really really close to where the cable enters the premises by the ground wire (if they grounded it).
0
0