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Intermittent internet issues and low download/upload speeds
So for the past 2 weeks have been having very spotty internet connection. At first I thought this was due to the weather as it did start raining more in my area, so I called comcast to have a tech come out to take a look at the line and he replaced splitter outside my house putting out low signal. This did not resolve the issue so I called to have another tech come in and he instead ran a brand new line straight from the drop cable into the house as he saw that my current line was going through the crawl space and assumed there was a splitter down there giving me the issues. This did boost my downstream power from a -3dBmV to 4dBmV but both levels were within the "reasonable" range according to a comcast post I read. Then I got a notification from xfinity letting us know that we had an outage in the area and I believed that was giving me the internet issues. Unfortunately that was about 4 days ago and they issues still persist. Theses are the current log reading from my modem.
I have called comcast another time to schedule to have a tech come in again to service my issue. These logs were taken about 2 mins AFTER running a reboot on the modem to get a fresh perspective on the numbers shown.
My current internet package is suppose to be 800mb down/up
Now my question is what should I request the tech do when he comes in for the appointment? What should they be looking at and what should they possible need to replace? At this point I do not want to waste anymore time going back and forth with this issue and would hopefully like this resolved in one visit.
**Current equipment: ARRIS S33 Surfboard + ASUS RT-AX55
EG
Expert
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110.8K Messages
1 year ago
There is a problem with downstream channels 35 through 39. There are a large number of uncorrected bit errors. Channel 37's SNR value is 0 dB. And the SNR on channel 38 is too / out of spec low. It would appear that there is spurious noise ingressing into the line(s) somewhere at this range of frequencies.
You should get the techs re-involved until this gets fixed properly. Show them this thread. Good luck with it !
And bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
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