Formal Escalation – Plant Infrastructure Failure / Service Not Delivering Advertised DOCSIS 3.1 Capability

I am requesting formal escalation to Comcast Network Engineering and Regional Plant Maintenance. A Comcast technician confirmed that my neighborhood is operating on a 1996 Proteous HFC plant, which is not capable of supporting DOCSIS 3.1 service as advertised.

My modem diagnostics show:

• DOCSIS 3.1 OFDM MER = 0.0 dB

• OFDM correctables > 100 million

• DOCSIS 3.0 QAM channels showing severe FEC overload

• Upstream OFDMA disabled due to plant noise

• Downstream power/SNR normal, eliminating premise wiring as a cause

These readings demonstrate that the plant cannot deliver the DOCSIS 3.1 service tier being billed. This constitutes a failure of service delivery under standard broadband service obligations and local franchise authority requirements for infrastructure maintenance.

This is a node‑level infrastructure failure, not a customer‑side issue.

I am requesting:

1. Escalation to Network Engineering

2. Dispatch of a Maintenance Technician

3. Full node sweep and plant impairment analysis

4. Evaluation for node rebuild or modernization

5. Written confirmation that engineering has reviewed the OFDM failure

6. A ticket number tied to Network Maintenance / Plant Engineering

Please do not send another premise technician. This requires engineering intervention.

Thank you.