U

Visitor

 • 

3 Messages

Thu, Jul 14, 2022 4:35 AM

Losing connection several times a day due to upstream signal power fluctuations

I cannot tell how frustrated I am with the poor service Xfinity is providing! I am having constant connection loose that it impossible to work.

I have been monitoring my modems status and noticed some time when the modem recovers from a disconnect the upstream signal power for at least one channel shows close to 54 dbmv. The usual values are between 27 and 31 dbmv! 

I am pretty sure it is something that network engineers need to fix but there is no way for me to reach them. And it has been super frustrating trying to explain the issue to phone agents that always want to restart my modem!!! Also, the issue is getting worst when the temperature is getting warmer. I have heard there are devices in the network that compensate for the loss of signal power when the wire temperature increases. I suspect those might be faulty but again I cannot find anyone to talk to that can understand the issue and can fix it.

I greatly appreciate any help getting my life back to normal!

EG

Expert

 • 

95.7K Messages

2 m ago

Insist to an agent to send a tech out to investigate. 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 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.


Good luck !

Visitor

 • 

3 Messages

2 m ago

In the past 9 months I had 4 techs coming to my house and checking the connections. Two of them mentioned the signal power is abnormal. The last one that came 3 weeks ago replaced the coax drop to our house which is directly connected to my modem with no splitter in between (except a signal attenuator to lower downstream signal power). He also filed a ticked to network engineers to check why the downstream signal is so high (higher than 14 dbmv if I remove the signal attenuator) and upstream signal is so weak (normally between 27 and 31 dbmv). He said he also called the network engineer and they told him the signals are intentionally set at those levels!!! I do not believe these signal levels are causing the disconnect but the problem happens when the levels suddenly increase to above 54 dbmv for upstream channels. When that happens, the difference between the upstream channels signal power also increases. I have screenshots of some of these incidents that show one upstream channel at 43.5 dbmv and another at 54.3 dbmv, and that is after the modem reconnected to I imagine it was worse than that when it disconnected.

Official Employee

 • 

85 Messages

Hello, thank you for taking the time to reach out to Xfinity Community Forum with your concerns. My apologies your previous visits haven't resulted in a resolution, and it would be my pleasure to take the next step to make sure these issues are addressed as soon as possible. First let's move to a private chat, so we can get your account pulled up. Please send us a direct message with your full name and service address. You can do this by signing in and clicking direct message, or using this link https://comca.st/3EqVMu7.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

1 Message

2 m ago

I am having the same issue and it is indeed frustrating when the internet gets dropped in the middle of a work call!

The phone agent only restarts the modem and that changes nothing. Does anyone have a phone number to call the service center?

Official Employee

 • 

368 Messages

Hello @user_d041e2 ! We hate to hear you're experiencing issues with your connection. Could you please send our team a direct message with your full name and full address? We'll be happy to look into this for you. 

  • Click "Sign In" if necessary

 

 

  • Click the "New message" (pencil and paper) icon

 

  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 

  • - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 

  • - An "Xfinity Support" graphic replaces the "To:" line

 

  • Type your message in the text area near the bottom of the window

 

  • Press Enter to send it
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
EG

Expert

 • 

95.7K Messages

2 m ago

Wonder how the original poster @user_3eab2f is making out ?

forum icon

New to the Community?

Start Here