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QueenRaven516
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2 Messages

08/24/2024 6:27 PM

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Coaxial Replacement

 (Update provided below) In my area, I have been dealing with perpetual disconnects/sudden 5k+ ping surges causing me and my roommates to consistently be dropped from games and general services for a moment but everyday at least 12-18 times per day. My Leasing office states it's my responsibility to contact Comcast but the last time I had a tech come out, they couldn't access the source room where the wires converge in the apartment building I am that relate to my coaxial ports that need to be replaced (I've literally troubleshooted my internet and have tested 4 different coaxial cords and ethernet cables and even replaced my Ethernet Card, but everyone is suffering from it regardless of connected device). I am stuck in a situation that I really REALLY would love assistance in how I could possibly get this resolved. 

  Any advice would be greatly appreciated!

UPDATE: A technician found that the cable room for the building which my coaxial ports converged to, had a splitter attached for just my unit. It was super old and was found to be causing the problems, it was removed and we had a direct connection afterwards. For anyone concerned about splitters, well, there you go.

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2 years ago

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XfinityEva

Official Employee

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2.8K Messages

2 years ago

Thank you so much for taking the time to reach out and work this our for your home and community. We can certainly take a look at what has been worked on and go from there. May I please have you send us a direct message with your full name and service address to get started? 

 

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QueenRaven516

2 Messages

@XfinityEva​​ I appreciate the reach out, but a technician was sent out yesterday and found that the room where the cables all meet in the building that our room was the ONLY room with a splitter attached. It was super old and was causing the disruptions! I haven't had any spikes since then. I appreciate it thank you!!:)

2 years ago

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XfinityRoberto

Official Employee

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2.6K Messages

Awesome! I am happy to hear that the technician was able to find the cause and fix your service issues. @QueenRaven516,  is there anything else  we can assist you with today?

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2 years ago

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