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user_2qzv2f
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Wednesday, March 20th, 2024 4:50 PM

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Need someone to tell me something other than 'reboot your modem'

I've had intermittent Internet issues since I moved to my current address about 2 years ago. Usually in the middle of the day, about 2-4 times a week, I loose connection.  When I call Comcast, all I get is 'reboot your modem' but since outages only last about 10 minutes, it's back by then anyway. I've tried multiple modems and once I actually was able to get a tech to come out and he was able to get someone else to fix it but that only lasted a few months. Everything I've researched says that there's an issue outside or leading up to my home. 

How do I get someone at Comcast to help? Here's the log from latest outage:

11:05:28
Wed Mar 20 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    11:05:28
Wed Mar 20 2024   Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    11:05:28
Wed Mar 20 2024   Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    11:05:29
Wed Mar 20 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    11:05:30
Wed Mar 20 2024   Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    11:05:30
Wed Mar 20 2024   Warning (5)   Dynamic Range Window violation
    11:05:30
Wed Mar 20 2024   Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    11:05:30
Wed Mar 20 2024   Warning (5)   Dynamic Range Window violation
    11:05:30
Wed Mar 20 2024   Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    11:05:30
Wed Mar 20 2024   Warning (5)   Dynamic Range Window violation
    11:05:30
Wed Mar 20 2024   Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    11:05:30
Wed Mar 20 2024   Warning (5)   Dynamic Range Window violation
    11:05:38
Wed Mar 20 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    11:05:41
Wed Mar 20 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 8; Chan ID: 8; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    11:06:10
Wed Mar 20 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    11:06:12
Wed Mar 20 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 8; Chan ID: 8; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    11:06:12
Wed Mar 20 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
 

Question

 • 

Updated 

1 year ago

 • Edited

181

8

0

BruceW

Gold Problem Solver

 • 

26.4K Messages

1 year ago

... intermittent Internet issues ...

The most common cause of the errors you are seeing is the link between your modem or gateway and Comcast's network. Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. 

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1):

  • model number
  • uptime
  • downstream: power levels, SNR (or MER), and error counts for all channels
  • upstream: power levels for all channels

Copy and pasted text is preferred over images. Be aware that, if you post any images, your message will be made Private for a time, as all images must be approved by the Forum Moderators before the messages containing them become generally visible.

If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

1

0

Tech-Retired77

4 Messages

This company is soooooo unacceptable and [Edited: "Language"] getting charged after we pay monthly for a monopoly - no competition to go to!!!!!!

(edited)

1 year ago

EG

Expert

 • 

110.6K Messages

1 year ago

Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

0

0

user_2qzv2f

7 Messages

1 year ago

Here's all the downstream & upstream info from my modem (really hoping a Comcast employee sees this and takes pity on me):

DOWNSTREAM:
 Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1     Locked     QAM256     17         519.0     9.3         43.0     14790     964
   2     Locked     QAM256     1         417.0     8.4         43.1     28266     1014
   3     Locked     QAM256     2         423.0     8.2         43.3     19724     1621
   4     Locked     QAM256     3         429.0     9.2         43.4     19518     1008
   5     Locked     QAM256     4         435.0     9.6         43.6     19454     1062
   6     Locked     QAM256     5         441.0     9.6         43.4     14427     850
   7     Locked     QAM256     6         453.0     9.3         43.4     14076     870
   8     Locked     QAM256     7         459.0     8.8         43.2     23659     987
   9     Locked     QAM256     8         465.0     8.8         43.2     13300     853
   10     Locked     QAM256     9         471.0     8.9         43.2     18739     2324
   11     Locked     QAM256     10         477.0     9.5         43.3     15031     3416
   12     Locked     QAM256     11         483.0     9.9         43.3     9703     1007
   13     Locked     QAM256     12         489.0     10.0        41.9     11386     789
   14     Locked     QAM256     13         495.0     10.1        42.9     7948     956
   15     Locked     QAM256     14         501.0     9.5         43.2     6788     1066
   16     Locked     QAM256     15         507.0     9.6         43.2     5901     844
   17     Locked     QAM256     16         513.0     9.5         43.1     3420     748
   18     Locked     QAM256     18         525.0     8.9         42.3     4452     641
   19     Locked     QAM256     19         531.0     9.1         42.9     3649     619
   20     Locked     QAM256     20         537.0     9.0         43.1     4719     690
   21     Locked     QAM256     21         543.0     9.1         43.0     8315     805
   22     Locked     QAM256     22         549.0     9.8         43.1     15118     923
   23     Locked     QAM256     23         561.0     9.1         42.5     10713     727
   24     Locked     QAM256     24         567.0     8.8         42.0     3531     736
   25     Locked     OFDM PLC    25         693.0     6.3         39.4     1581203783 48919
   26     Locked     QAM256     26         573.0     8.1         41.2     952         671
   27     Locked     QAM256     27         579.0     7.6         42.2     1593     613
   28     Locked     QAM256     28         585.0     8.0         40.5     3264     787
   29     Locked     QAM256     29         591.0     8.9         42.5     26545     1230
   30     Locked     QAM256     30         597.0     9.6         43.1     614277     2004096
   31     Locked     QAM256     31         603.0     9.8         43.0     112705     330516
   32     Locked     QAM256     32         609.0     9.3         42.7     568615     1913716
   
UPSTREAM:
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1     Locked     SC-QAM                      5               5120                 16.3                       41.8
   2     Locked     SC-QAM                      6               5120                 22.8                       41.8
   3     Locked     SC-QAM                      7               5120                 29.2                       42.5
   4     Locked     SC-QAM                      8               5120                 35.6                       42.8

1

0

user_2qzv2f

7 Messages

Also, it's a Motorola MG8702 and it's been up about a week.

1 year ago

0

EG

Expert

 • 

110.6K Messages

1 year ago

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.


The downstream power is too high. It may be over-driving the front-end receiver circuit of the modem. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.


Is there a drop amplifier on the coax cable line leading to the modem ? If so, try removing / bypassing it and see. If not, you can try installing a -6 dB forward path-only attenuator pad such as this one on the coax port on the rear of the modem to knock that power level down and see;


https://www.amazon.com/FPA6-54-Forward-Attenuator-DOCSIS-Internet/dp/B08KTRC3XZ 

Good luck !

0

EG

Expert

 • 

110.6K Messages

1 year ago

@BruceW 

Looks like we both responded at the same time, LOLLL !! 😃

0

XfinityAmira

Official Employee

 • 

4.1K Messages

1 year ago

Hello @user_2qzv2f! We appreciate you taking the time to reach out on our Forums. We value you as a customer, so it's upsetting to hear about the ongoing connection issues you've been experiencing. As someone who works from home, I absolutely understand the importance of having a solid and steady connection. My team is here to help! 

 

I do see @EG & @BruceW provided some wonderful and helpful feedback/suggestions based on the signal levels you posted. When you have a chance, let us know if the suggestions provided helped on your end at all. 

 

We look forward to hearing back from you! 

0

0

user_2qzv2f

7 Messages

1 year ago

I ordered the attenuator EG suggested and it should come tomorrow. I'll post after about a week if that does the trick, or sooner if the issue occurs again.

Thanks all (especially @EG ) for the help :)

5

XfinityAmira

Official Employee

 • 

4.1K Messages

Awesome, and thanks for getting back to us so quickly @user_2qzv2f! We appreciate your help in rectifying this issue, and please be sure to get back to us at your convenience.  Chat soon! 

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

1 year ago

0

user_2qzv2f

7 Messages

I'm sorry to say that 3 days after installing attenuator, there was another outage. At least it was much shorter than usual (around a minute). Here's the modem info from shortly after modem recovered. Any suggestions are appreciated:

DOWNSTREAM:
  Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 17 519.0 1.4 42.9 3782 170
   2 Locked QAM256 1 417.0 0.5 42.8 5230 364
   3 Locked QAM256 2 423.0 0.4 42.8 4784 407
   4 Locked QAM256 3 429.0 1.3 43.1 5018 371
   5 Locked QAM256 4 435.0 1.8 43.2 4320 296
   6 Locked QAM256 5 441.0 1.7 43.2 3502 327
   7 Locked QAM256 6 453.0 1.4 43.1 4181 283
   8 Locked QAM256 7 459.0 0.9 42.9 3772 323
   9 Locked QAM256 8 465.0 1.1 43.0 11248 344
   10 Locked QAM256 9 471.0 1.2 42.8 14648 638
   11 Locked QAM256 10 477.0 1.6 43.0 11948 568
   12 Locked QAM256 11 483.0 2.0 43.1 4966 297
   13 Locked QAM256 12 489.0 2.2 42.0 2802 293
   14 Locked QAM256 13 495.0 2.3 42.6 4457 290
   15 Locked QAM256 14 501.0 1.7 43.1 12283 349
   16 Locked QAM256 15 507.0 1.9 43.1 2260 228
   17 Locked QAM256 16 513.0 1.8 43.0 2202 194
   18 Locked QAM256 18 525.0 1.1 42.3 3551 213
   19 Locked QAM256 19 531.0 1.4 42.7 4220 223
   20 Locked QAM256 20 537.0 1.4 42.8 5848 176
   21 Locked QAM256 21 543.0 1.5 42.9 9308 315
   22 Locked QAM256 22 549.0 2.3 42.9 7106 375
   23 Locked QAM256 23 561.0 1.6 42.2 985 167
   24 Locked QAM256 24 567.0 1.6 41.6 712 174
   25 Locked OFDM PLC 25 693.0 -0.3 38.3 -428205557 4407
   26 Locked QAM256 26 573.0 0.8 40.8 676 139
   27 Locked QAM256 27 579.0 0.1 41.9 846 137
   28 Locked QAM256 28 585.0 0.7 40.6 1190 98
   29 Locked QAM256 29 591.0 1.4 42.6 604 150
   30 Locked QAM256 30 597.0 2.2 42.8 767 132
   31 Locked QAM256 31 603.0 2.3 42.7 654 78
   32 Locked QAM256 32 609.0 1.5 42.5 523 153
   
UPSTREAM:
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 5 5120 16.3 44.5
   2 Locked SC-QAM 6 5120 22.8 44.8
   3 Locked SC-QAM 7 5120 29.2 46.0
   4 Locked SC-QAM 8 5120 35.6 46.0

EVENT LOG:
  Time    Priority    Description 
    18:50:41
Sun Mar 24 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 20; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    18:50:43
Sun Mar 24 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    18:51:08
Sun Mar 24 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 22; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    18:51:12
Sun Mar 24 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    07:00:04
Mon Mar 25 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    11:53:21
Mon Mar 25 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    11:53:53
Mon Mar 25 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    12:17:26
Mon Mar 25 2024   Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    12:17:26
Mon Mar 25 2024   Warning (5)   Dynamic Range Window violation
    12:17:26
Mon Mar 25 2024   Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    12:17:26
Mon Mar 25 2024   Warning (5)   Dynamic Range Window violation
    16:21:30
Mon Mar 25 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    16:21:35
Mon Mar 25 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 20; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    16:22:02
Mon Mar 25 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    16:22:15
Mon Mar 25 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 22; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    16:22:37
Mon Mar 25 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    16:23:01
Mon Mar 25 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    11:13:40
Tue Mar 26 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    11:13:40
Tue Mar 26 2024   Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    11:13:40
Tue Mar 26 2024   Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    11:13:45
Tue Mar 26 2024   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    11:13:50
Tue Mar 26 2024   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    11:13:51
Tue Mar 26 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 7; Chan ID: 8; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    11:13:51
Tue Mar 26 2024   Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    11:13:51
Tue Mar 26 2024   Warning (5)   Dynamic Range Window violation
    11:13:51
Tue Mar 26 2024   Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    11:13:51
Tue Mar 26 2024   Warning (5)   Dynamic Range Window violation
    11:13:51
Tue Mar 26 2024   Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    11:13:51
Tue Mar 26 2024   Warning (5)   Dynamic Range Window violation
    11:13:52
Tue Mar 26 2024   Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
    11:13:52
Tue Mar 26 2024   Warning (5)   Dynamic Range Window violation
    11:14:13
Tue Mar 26 2024   Notice (6)   CM-STATUS message sent. Event Type Code: 8; Chan ID: 8; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;

1 year ago

0

XfinityBillie

Official Employee

 • 

3.4K Messages

 

user_2qzv2f I can understand the frustration and would like to take a closer look at the signals in your home. To get started please send us a DM to Xfinity Support with your full name and address.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
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1 year ago

user_2qzv2f

7 Messages

@XfinityBillie​ Thanks, just sent message

1 year ago

0

user_2qzv2f

7 Messages

To close this out: the tech came out about a week ago and said that the connections from my home into the box were loose. Since then, I haven't had any more problems.

1 year ago

0

EG

Expert

 • 

110.6K Messages

1 year ago

Thanks for the update. Hope things hold up for you. Good luck ! Now closing you solved topic.

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