Visitor
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9 Messages
modem snr less than 30dB on many channels
I have a 8x4 modem... Downstream SNR less than 30db on most channels. And many uncorrectable errors.
A few days ago, it got so bad that speedtest fell to less than 1 Mbps. And became impossible to do video streaming.
I don't know if anyone actually worked a fix but it recovered after a few hours and I saw SNR go up to 33 or more on all channels. And speedtest went back up to about 40Mbps (I pay for 50Mbps service.)
Today it has deteriorated back to SNR 29 on most channels. But speedtest still running well about 30Mbps and no trouble currently with video streaming.
Does COMCAST/XFINITY do any proactive monitoring to discover and fix these issues?
Seems to literally vary with the weather - bad on cooler and wetter days....
Who do I call to really get this looked at?
In my experience, the telephone staff only knows how to respond with simple scripted answers -- like "Try restarting your modem" (I've done that!).
EG
Expert
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106.5K Messages
3 years ago
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic. Good luck !
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CCTambrey
Gold Problem Solver
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3.4K Messages
3 years ago
Hey [Edited: personal information] I'm so glad you chose to reach out to us here on the Xfinity Forums for support, you've come to the right place! I'd love to take a closer look to see if anything can be done remotly to address this issue or if we need to get our field teams involved. Please send us a Direct Message with your first and last name as well as your service address so we can assist.
To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.
(edited)
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User_123u
Visitor
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9 Messages
3 years ago
Well, early this morning the SNR dropped to about 28dB on all channels, some even failed to sync up. And for a while, was totally out.
Called it in... Again, cold weather had seemed to make it worse ... This morning it was about 37F here in Lake Worth, FL , which is just south of West Palm Beach and about 60 miles north of Miami.
A few hours later --- perhaps they really fixed it this time ... all 8 downstreams reporting about 35dB SNR...
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User_123u
Visitor
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9 Messages
3 years ago
Oh by the way, a technician did come about 10 days ago and replaced some old cables and connectors around the outside of my house with a single run from the grounding block to my modem... This improved the signal levels somewhat but did not get to the real problem ... whereever that was ... I'm guessing a bad amplifier "on the street" somewhere...
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samgag
Contributor
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21 Messages
2 years ago
I have been experiencing the same problem as User_123u with fluctuating Downstream SNR levels (from around 40 to BELOW 30) to the cable modem and DVRS that at times have caused a marked deterioration in performance. Power & Upstream SNR levels are OK.
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EG
Expert
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106.5K Messages
2 years ago
The original poster has not returned. 5-month-old dead thread is now being closed.
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