Low upstream power levels

Hi, there! Here is our signal specs: 

Check your signal levels

To view your modem’s status page go to http://10.0.0.1/ 

Can you please post what your current modem specs are for us to review? 

@user_6d11a3​ Hi, this is the second time I am trying to answer you as Xfinity makes if very difficult to do so. I'll try again. One goes through a perpetual "sign in loop," so hopefully this can help. The Motorola people are correct in what they are telling you. Don't give up -- you will most likely have to go through 2 or 3 or 4 technicians who are willing to listen. It is the issue because once the last technician, who was nice, respectful and actually listened, helped me. Each and every time I've had an issue, this has been the process. You can try and request a senior technician that is an actual Xfinity/Comcast employee, but your first or second time, it's unlikely you'll get that. The people who answer Xfinity's 800 number -- when they do answer -- will not understand what you are referring to and they will be argumentative so you will not get your problem resolved that way and they do not have the capability to do what you/Motorola are asking. You are correct. Motorola is correct. That has to be done by a knowledgeable technician, who is willing to call his supervisor. I'm not sure why Xfinity puts customers through this trying process, but don't give up. You are a customer paying for services that should be working properly and you deserve to be treated with respect and have your issues addressed. You can try and ask for a senior technician when you finally get someone to come out, but it's been my experience that a contractor will first show up and they'll plug a few things in, reboot and do things you can do yourself from Googling. Hang in there. I had to go into the store, call, have 3 technicians out, cajole, explain what the issue was over and over and over and over again. You'll get there, it's just the jump through hoops system that Xfinity/Comcast requires long term, short term, loyal or no, it does not matter how long you've been a customer -- any customer has to to go through this exhausting, drawn out process to get any resolution or any problem fixed. I don't think it's the technicians or the people answering the phones fault. It comes from the top down, and until that's fixed, this is just the way it is. Good luck to you! :) 

@XfinityAlisha​ On 1/20 I had a third technician come to my residence. He told me that I was correct, my upstream power levels are too low, in the red (all below 35) and actually my downstream power levels were "in the yellow", in the 8's and 9's. He placed an attenuator that lowered the downstream to around +6 and raised the upstream levels to 35. He stated that a higher level technician needs to come out and manually change the power levels to get them at optimal levels. He stated this should be done within 48 business hours as his was the second request for this.

It is now 6 business days later and it still has not been done. All my power levels are exactly as they were the minutes after he placed the attenuator. I'm now texting with a live agent supervisor who is setting me up for ANOTHER tech appointment. How is it is have to set up another appointment even though the last tech told me someone would be out within 48 hours?

I've been dealing with this poor internet connectivity for 3 months now while Xfinity drags its feet and I continue to pay full price. I can't even connect my Doscis 3.1 modem due to the power levels so the highest speed I'm getting are around 250mbps while I'm paying for 1.2gbps.

So frustrating.

@XfinityAlisha​ I had another technician visit today (4th). He stated that someone else in my neighborhood is having a similar issue with continuously interrupted service. He sated he spoke with his supervisor and informed me that "there could be a plate issue."

I connected my newer MB8611 modem (docsis 3.1) today and it lost connection repeatedly. I had to replace it with an older Motorola modem that doesn't lose connection as much. I couldn't get through five minutes of watching a show without a connection drop. Once I changed back to the older modem, I checked the connection page and noted that my upstream power levels are 35.2, 35.2, 34.7, and 37.0.

I'm still unable to get more than 250mbps even though I'm paying for 1.2gbps.

@user_6d11a3. I'll be glad to jump in and help research this further. As I'm sure you've seen on other threads, there is a firmware problem on some, if not most, MB8611 devices. This has caused various levels to be off and timeouts for customers who own this device even after having a tech. However, I know everyone's situation may be different. I'd like to investigate, so we can get some answers. 

I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your full name and service address to help us locate your account. Let me know if you have any questions.