Contributor
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108 Messages
Frequent Internet & TV Issues
Hello,
For the longest time now, I've been having off and on Internet & TV issues. Recently it's been happening more frequently. The main service cable to my house had to be replaced on September 7 after a tree had fallen on it and broke it during the storm. Since then those dreaded issues are happening way more often. Guys, this is very frustrating. And a quick look through the forums shows that there are many others having the same issues as I am. What the heck is going on?
Description of my issues below.
Internet goes out off and on several times a day. Some days not as bad as others, but this is an every day issue. Again, this has been happening for as long as I can remember, but seems to have gotten worse since the line was replaced. I'll also check my Internet speed sometimes and it is just terrible.
As for my TV service, which I have the X1 box, it too has been an issue for the longest time. Sometimes I can't even turn the channel or do anything but wait for it to sort itself out. I've posted about this issue on here in the past. Apparently this is all related to my Internet, because the warning message will sometimes say "We're sorry, we're having a problem connecting to the Internet" or something like that. There are other warning messages, but the Internet warning is the usual.
Here is some info from my modem.
Start Up Procedure
| Procedure | Status | Comment |
|---|---|---|
| Acquire Downstream Channel | 579000000 Hz | Locked |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | d11_m_tc7650_performancestarter_c01.cm |
| Security | Enabled | BPI+ |
Downstream Bonded Channels
| Channel | Status | Modulation | Channel ID | Frequency | Power | SNR |
|---|---|---|---|---|---|---|
| 1 | Locked | QAM256 | 33 | 579000000 Hz | 1.6 dBmV | 40.1 dB |
| 2 | Locked | QAM256 | 21 | 507000000 Hz | 2.4 dBmV | 36.9 dB |
| 3 | Locked | QAM256 | 22 | 513000000 Hz | 2.5 dBmV | 40.9 dB |
| 4 | Locked | QAM256 | 23 | 519000000 Hz | 2.5 dBmV | 40.8 dB |
| 5 | Locked | QAM256 | 24 | 525000000 Hz | 2.3 dBmV | 40.6 dB |
| 6 | Locked | QAM256 | 25 | 531000000 Hz | 2.4 dBmV | 40.6 dB |
| 7 | Locked | QAM256 | 26 | 537000000 Hz | 2.5 dBmV | 40.8 dB |
| 8 | Locked | QAM256 | 27 | 543000000 Hz | 2.6 dBmV | 40.6 dB |
| 9 | Locked | QAM256 | 28 | 549000000 Hz | 2.5 dBmV | 40.7 dB |
| 10 | Locked | QAM256 | 29 | 555000000 Hz | 2.1 dBmV | 40.3 dB |
| 11 | Locked | QAM256 | 30 | 561000000 Hz | 1.5 dBmV | 38.2 dB |
| 12 | Locked | QAM256 | 31 | 567000000 Hz | 1.7 dBmV | 40.2 dB |
| 13 | Locked | QAM256 | 32 | 573000000 Hz | 1.5 dBmV | 40.1 dB |
| 14 | Locked | QAM256 | 34 | 585000000 Hz | 1.6 dBmV | 40.1 dB |
| 15 | Locked | QAM256 | 35 | 591000000 Hz | 1.5 dBmV | 40.0 dB |
| 16 | Locked | QAM256 | 36 | 597000000 Hz | 1.1 dBmV | 39.9 dB |
| 17 | Locked | QAM256 | 37 | 603000000 Hz | 1.1 dBmV | 39.0 dB |
| 18 | Locked | QAM256 | 38 | 609000000 Hz | 0.8 dBmV | 38.8 dB |
| 19 | Locked | QAM256 | 39 | 615000000 Hz | 1.0 dBmV | 38.6 dB |
| 20 | Locked | QAM256 | 40 | 621000000 Hz | 1.2 dBmV | 39.0 dB |
| 21 | Locked | QAM256 | 41 | 627000000 Hz | 1.3 dBmV | 39.0 dB |
| 22 | Locked | QAM256 | 42 | 633000000 Hz | 1.3 dBmV | 39.4 dB |
| 23 | Locked | QAM256 | 43 | 639000000 Hz | 1.5 dBmV | 39.0 dB |
| 24 | Locked | QAM256 | 44 | 645000000 Hz | 1.6 dBmV | 39.0 dB |
Upstream Bonded Channels
| Channel | Status | Channel Type | Channel ID | Symbol Rate | Frequency | Power |
|---|---|---|---|---|---|---|
| 1 | Locked | ATDMA | 5 | 1280 ksym/sec | 39600000 Hz | 41.5 dBmV |
| 2 | Locked | ATDMA | 1 | 5120 ksym/sec | 35600000 Hz | 41.0 dBmV |
| 3 | Locked | ATDMA | 2 | 5120 ksym/sec | 29200000 Hz | 41.5 dBmV |
| 4 | Locked | ATDMA | 3 | 5120 ksym/sec | 22800000 Hz | 40.0 dBmV |
| 5 | Locked | ATDMA | 4 | 5120 ksym/sec | 16400000 Hz | 40.1 dBmV |
| 6 | Not Locked | Unknown | 0 | 0 ksym/sec | 0 Hz | 0.0 dBmV |
| 7 | Not Locked | Unknown | 0 | 0 ksym/sec | 0 Hz | 0.0 dBmV |
| 8 | Not Locked | Unknown | 0 | 0 ksym/sec | 0 Hz | 0.0 dBmV |
And one last thing; as I stated above, the main service line had to be replaced running to my house. Correct me if I'm wrong, but shouldn't this line be in a weatherproof housing up on the pole like it is at my house? Here is a photo I took (zoomed in) of the line up near the pole. Just connected there and exposed to the elements. Is this the way it should be?
Thanks for any help with these issues.
XfinityJamesC
Official Employee
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2.4K Messages
2 years ago
Greetings, @JS-! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your service, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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XfinityKei
Official Employee
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1.8K Messages
2 years ago
@JS- Thanks so much for allowing us to assist you via direct message. So glad to know we were able to resolve your concerns. If you need anything more please don't hesitate to reach out!
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EG
Expert
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112.8K Messages
2 years ago
@JS- @XfinityKei @XfinityJamesC
Could you please share what the solution was here with the community so that all readers here may benefit from the exchange / info.
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EG
Expert
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112.8K Messages
2 years ago
Thank you so much for taking the time to share that info here ! And for those kind words !! It's why I lurk !! 😊 Hope things hold up for you ! Best of luck !!
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