Hi,
I've had two techs out to my house recently because I rarely (if ever) get close to the speed I'm supposed to. The first tech said there's a signal issue outside my home and he would call for a bucket truck to work on the line, but one never showed. I contacted support again who sent another tech, he told me the same thing about the issue stemming from outside the house and also said he would put in a call for someone to work on the lines, but again no one showed. That second tech also came inside my house and tested the cables, which looked good. He mentioned "high-end roll off" coming from the lines outside which is causing the OFDM PLC power drop and high number of uncorrectable errors below. Since both techs said essentially the same thing, I don't think the issue is with my network, but I thought I'd ask if anyone here has any insight. Also, if I contact support, they just want to send another tech, so is it possible to reach a department responsible for sending someone to work on the outside line, or do I just have to wait it out?
| Startup Sequence |
 |
|
|
|
| Startup Step |
Status |
Comment |
|
| Acquire Downstream Channel |
477000000 Hz |
Locked |
|
| Upstream Connection |
OK |
Operational |
|
| Boot State |
OK |
Operational |
|
| Configuration File |
OK |
|
|
| Security |
Enabled |
BPI+ |
|
|
| Connection Status |
|
|
|
|
| System Up Time |
2 days 06h:42m:58s |
|
|
| Network Access |
Allowed |
|
|
|
| Downstream Bonded Channels |
|
|
|
|
| Channel |
Lock Status |
Modulation |
Channel ID |
Freq. (MHz) |
Pwr (dBmV) |
SNR (dB) |
Corrected |
Uncorrected |
| 1 |
Locked |
QAM256 |
4 |
477.0 |
-0.4 |
44.5 |
0 |
0 |
| 2 |
Locked |
QAM256 |
1 |
459.0 |
-1.3 |
44.2 |
0 |
0 |
| 3 |
Locked |
QAM256 |
2 |
465.0 |
-0.7 |
44.4 |
0 |
0 |
| 4 |
Locked |
QAM256 |
3 |
471.0 |
-0.6 |
44.5 |
0 |
0 |
| 5 |
Locked |
QAM256 |
5 |
483.0 |
-0.8 |
44.3 |
0 |
0 |
| 6 |
Locked |
QAM256 |
6 |
489.0 |
-0.5 |
44.5 |
0 |
0 |
| 7 |
Locked |
QAM256 |
7 |
495.0 |
0.0 |
44.7 |
0 |
0 |
| 8 |
Locked |
QAM256 |
8 |
501.0 |
0.2 |
44.7 |
0 |
0 |
| 9 |
Locked |
QAM256 |
9 |
507.0 |
0.4 |
44.9 |
0 |
0 |
| 10 |
Locked |
QAM256 |
10 |
513.0 |
0.2 |
44.7 |
0 |
0 |
| 11 |
Locked |
QAM256 |
11 |
519.0 |
0.9 |
44.9 |
0 |
0 |
| 12 |
Locked |
QAM256 |
12 |
525.0 |
0.9 |
45.0 |
0 |
0 |
| 13 |
Locked |
QAM256 |
13 |
531.0 |
1.1 |
44.9 |
0 |
0 |
| 14 |
Locked |
QAM256 |
14 |
537.0 |
0.6 |
44.8 |
0 |
0 |
| 15 |
Locked |
QAM256 |
15 |
543.0 |
1.0 |
45.0 |
0 |
0 |
| 16 |
Locked |
QAM256 |
16 |
549.0 |
1.2 |
44.9 |
0 |
0 |
| 17 |
Locked |
QAM256 |
17 |
555.0 |
1.3 |
45.1 |
0 |
0 |
| 18 |
Locked |
QAM256 |
18 |
561.0 |
1.2 |
44.9 |
0 |
0 |
| 19 |
Locked |
QAM256 |
19 |
567.0 |
1.0 |
44.9 |
0 |
0 |
| 20 |
Locked |
QAM256 |
20 |
573.0 |
2.1 |
45.3 |
0 |
0 |
| 21 |
Locked |
QAM256 |
21 |
579.0 |
1.8 |
45.1 |
11 |
0 |
| 22 |
Locked |
QAM256 |
22 |
585.0 |
2.0 |
42.1 |
15 |
0 |
| 23 |
Locked |
QAM256 |
23 |
591.0 |
1.4 |
38.7 |
10 |
0 |
| 24 |
Locked |
QAM256 |
24 |
597.0 |
2.3 |
42.3 |
0 |
0 |
| 25 |
Locked |
QAM256 |
25 |
603.0 |
2.0 |
44.8 |
0 |
0 |
| 26 |
Locked |
QAM256 |
26 |
609.0 |
2.0 |
45.1 |
0 |
0 |
| 27 |
Locked |
QAM256 |
27 |
615.0 |
1.6 |
44.9 |
0 |
0 |
| 28 |
Locked |
QAM256 |
28 |
621.0 |
1.9 |
44.9 |
0 |
0 |
| 29 |
Locked |
QAM256 |
29 |
627.0 |
2.1 |
44.8 |
0 |
0 |
| 30 |
Locked |
QAM256 |
30 |
633.0 |
1.5 |
42.6 |
32 |
0 |
| 31 |
Locked |
QAM256 |
31 |
639.0 |
1.5 |
44.8 |
42 |
41 |
| 32 |
Locked |
QAM256 |
32 |
645.0 |
1.1 |
44.4 |
6 |
50 |
| 33 |
Locked |
OFDM PLC |
193 |
957.0 |
-19.7 |
33.8 |
1757684948 |
1137443725 |
|
| Upstream Bonded Channels |
|
|
|
|
| Channel |
Lock Status |
Channel Type |
Channel ID |
Symb. Rate (Ksym/sec) |
Freq. (MHz) |
Pwr (dBmV) |
| 1 |
Locked |
SC-QAM |
1 |
5120 |
16.4 |
43.3 |
| 2 |
Locked |
SC-QAM |
2 |
5120 |
22.8 |
43.3 |
| 3 |
Locked |
SC-QAM |
3 |
5120 |
29.2 |
43.3 |
| 4 |
Locked |
SC-QAM |
4 |
5120 |
35.6 |
43.5 |
|
XfinityJamesC
Official Employee
•
1.8K Messages
10 months ago
Greetings, @wd2824! 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 still having issues with your service after two technician visits, 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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EG
Expert
•
107.6K Messages
10 months ago
@wd2824 @XfinityJamesC
Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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XfinityJamesC
Official Employee
•
1.8K Messages
10 months ago
Thank you for working with our technicians and maintenance team over the last few days, @wd2824! With your help, they were able to locate and replace a line amplifier that was causing issues for you and several of your neighbors. We really appreciate your efforts to maintain communication until this could be resolved.
Please don't hesitate to create a new post if you ever need assistance with anything else. Our amazing community is always ready to help, 24 hours a day, 7 days a week.
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