Low upstream power levels
I've had two technicians out. It took 10 tries to speak to a human being at the 800 number. I'm not sure what has happened to Xfinity customer service, but it needs to be fixed, as does their service. I have a brand new Arris G36, the top router recommended by Xfinity. I have great WiFi speeds. When I spoke to someone at Arris, they informed me that my upstream power level was too low and that Xfinity would have to adjust that. They should be between 45-55 -- upstream power level dBmV and mine are at 38. I cannot get on Google Meet or Zoom without my connection dropping. The Arris support person said it is due to the upstream power levels being too low. But, the person on the phone kept talking about internet speed -- download and upload. Has anyone had this issue or does Xfinity just not have the capacity to up these levels?
2 months ago
I'm having this exact issue as well. Did you find a solution? I have a Motorola MB8611 and Motorola is telling me my upstream power levels are too low, but nobody at Xfinity seems to know what I'm talking about. The last technician did know what I was talking about, but stated that it shouldn't be an issue. I have since had Motorola mail me a new modem that has the same issues. Still need Xfinity to increase upstream power levels, but they're failing to do so.
2 months ago
I have the same problem with my approved Arris G34 device. My service used to work flawlessly with this same modem, but now problems for months with SYNC Timing Synchronization failure and No Ranging Response received failures numerous times per day, every day. Many, many calls to worthless customer service, with no resolution. Upstream QAM levels are a bit low and Comcast customer service says that I need to adjust that on my end. However, I don't believe that I can do that on my end. I believe that has to be done by Comcast, per instructions from the modem manufacturer. It is this type of misinformation from customer service that is inexcusable. I just want to cancel my contract now, without a penalty. Why should I be locked into a service that doesn't work and horrible customer service?