Visitor
•
13 Messages
Intermittent Cable and Internet loss
Seemingly every day between the hours of 4pm and 8pm(hours differ occasionally, and there are days where there are multiple gaps of loss, today being one of them), we and our neighbors(our building contains 30 separate apartments) experience a total loss of Cable and Internet. This has been going on for about a month. The original suggestion from a phone rep, was that our Modem was on its way out, so we’ve replaced that. Then they suggested we might need a drop amplifier(and all of our coaxial cables), and we ordered that. When neither “fix” seemed to remedy the issue, we began speaking to a few of our neighbors… that is when we discovered that they all seem to be suffering the same problem, but at different times of the day and varying durations. We have all been told that we need to have a tech come out and check our individual units, but with it the way it is now… nobody really wants to be put at any unnecessary risk so we’ve all kind of just been putting up with it. With all that said, we’ve come to the conclusion that there has to be an issue upstream from us(possibly the junction box for our building) because there is no way that all of us have faulty equipment of our own(especially after hearing that a few of them have also recently replaced their equipment with new units). No matter how hard we try to convince the phone reps of this though, they insist it’s our equipment and won’t send anyone to check their equipment(which is what is obviously faulty).
Accepted Solution
user_5863dd
Visitor
•
13 Messages
5 years ago
So it’s been 5 days since the tech(really cool guy, super knowledgeable and appreciated my input when it came to diagnosing the issue even though my experience is in the automotive field) came out and 4 days since the repair ninjas came and fixed the faulty Comcast equipment. I say “repair ninjas” because they were in and out without anyone noticing. I’m happy to report that there haven’t been any service dropouts since Saturday and we’re even getting better average connection speeds. Will definitely be calling his manager this week to give thanks for solving an issue that has plagued our building for a while when other technicians couldn’t figure it out.
0
0
CCElizabeth
Problem Solver
•
908 Messages
5 years ago
Hello @user_5863dd. Thank you for taking the time to explain the service issue you and your neighbors are experiencing in detail. This is definitely not the experience we want for any of our customers. You are in the best place for help with this, though. Although I won't be able to help your neighbors with their service, I can most definitely help with yours, and encourage you to encourage your neighbors to reach out to us on their own behalves. By the sound of the issue you're describing, we may need to get one of our skilled technicians out to your home.
Would you please send me a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.
4
0
user_5863dd
Visitor
•
13 Messages
5 years ago
From what I’ve gathered, this is a uncommon(not quite rare, but does happen from time to time) issue with massive apartment buildings. We’ve scheduled an appointment(really hoping it isn’t another wasted trip) and tech is coming out this Friday during the most common service drop… I will share what they find shortly after their visit(although I’m fairly certain they’ll find the the issue is at the junction box).
0
0
RedWings13
New Poster
•
12 Messages
5 years ago
Check the SNR ratio on your modem and see if the signal is "noisy", I placed 75 ohm terminator caps on open coax lines and it helped a smidge but it's like a $3 investment. I still have a similar problem, everyday at the same time like clock work, the 5ghz signal can no longer be broadcast. This has happened with the XB6 and XB7 routers and I even tried 2 different 3rd party routers/ modems and it never stays fixed for long. I'm curious does your router/modem have you connected with Honor HDD provisional IVP6? That's where the problem lies, but Xfinity is never gonna admit that even though their slogan is, "Cable motto: If you can’t provision it, don’t build it…" .. real nice ...
1
BruceW
Gold Problem Solver
•
27.3K Messages
5 years ago
Again, this is not correct. IPv6 provisioning ("IP provisioning mode = IPv6" or similar) just means Comcast is using IPv6 to manage the modem or gateway. It's not a "problem", it's a necessary part of operating a cable Internet system.
(edited)
2
user_5863dd
Visitor
•
13 Messages
5 years ago
The technician came out today(no notes were passed on to him from my chat with customer service, I showed him the chat history so he could be brought up to speed) and confirmed what I thought was right after less than 15 minutes. The issue is indeed upstream from our unit(the junction box is completely messed up and the panel seems to have been installed improperly). He has submitted a ticket for a team to come out and replace the faulty unit. He did a temporary fix and was very honest bout it being just a band aide until the service crew comes out(possibly tomorrow), We will be working with them and our Apartment Management team to organize that... his particular office only operates Wed-Sat, hopefully this issue is fully resolved in the next couple of weeks.
0
0
EG
Expert
•
117.6K Messages
4 years ago
Marked "solved" thread now being closed.
0
0