Tasc22's profile

Contributor

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55 Messages

Wed, Nov 18, 2020 8:00 PM

Houston high packetloss and low speeds (yet again)

After typing this up and documenting the issues the past 3 times, I'm just going to link to a previous writeup from earlier this year. Long story short, this happens about every 6 months, lasts a number of days/weeks and I'm never able to find out what the underlying issue was, just that a comcast network engineer discovered something in the neighborhood. Please see post below for what is happening (for third time this year):

 

https://forums.xfinity.com/t5/Your-Home-Network/Extremely-slow-speeds-and-packetloss-Houston/td-p/3297464

 

Everytime this happens, calling into tech support is worthless and having a tech come out to the house is worthless - it just has to be escalated.

Responses

ComcastAmira

Official Employee

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2.3K Messages

7 m ago

Hello @Tasc22, thanks for reaching back out to us about the packet loss and slow speeds you're experiencing. It's upsetting to know this issue has returned and been an ongoing issue for you this year. I hate to hear about the difficulties you experience when calling us, but we do want to determine the underlying cause so that we can correct these specific problems. I see you have already sent me a private message and I will respond promptly. 

 
Tasc22

Contributor

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55 Messages

7 m ago

Closing in on 2 weeks with this issue, and still not seeing any fixes. Here is a pingplot and speed test taken today.

Tasc22

Contributor

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55 Messages

7 m ago

I've gotten online responses from 4 different Comcast employees, but nothing has been fixed. At least they have determined that sending a tech to my house would not fix the issue. Just documenting here for future reference (or if anyone else has same issue):

 

From a comcast agent:

"I evaluated your signals again today and I still see you have a dire issue with the Upstream SNR coming down your line. I then performed a diagnostic check on your local plant/node and I see our Network Maintenance techs have open pending network tickets for repairing this issue. Our local area techs are working on isolating the root cause of the signal degradation on your area lines. "

 

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