Visitor
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3 Messages
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
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110.3K Messages
3 years 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 !
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user_3eab2f
Visitor
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3 Messages
3 years 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.
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user_d041e2
Visitor
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1 Message
3 years 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?
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EG
Expert
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110.3K Messages
3 years ago
Wonder how the original poster @user_3eab2f is making out ?
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