NetGear CM1200 Errors & Connection Issues

@EG​ The follow-up tech just left.

He re-ran the entire line from the pole into my house, and replaced all the cabling (but not the splitter). He told me he saw a few sections that were bent and/or not looking good, and those were likely the cause of my issues.

When everything was back up, I showed him the modem diagnostics – Upstream Power is the same, still high in the 48-49 range. He pointed to the pole and explained that the main amplifier box starts at ~44 and the splitter in my line adds 3.5 or so. He said that since I am directly across from the box, the power is much higher than it might be if I was a few houses away, as it drops with distance. Given my location, he thought I'm in the "normal range" as long as I'm below 54. Told me to keep an eye on things, and that if there is another issue, it's likely outside of my line and may require line maintenance in the area. 

I feel much more confident about my situation now, especially as this tech took the time to listen to my questions, review the diagnostics, and explain the work he did to replace the line. 

I'll report back to this thread if the issues persist, but in the time since he left, the signal seems just slightly stronger than it was (pulling slightly faster speeds) and the modem hasn't thrown any critical errors with a noticeable deprecation in the signal.

@michaelxb  wrote;​

He said that since I am directly across from the box, the power is much higher than it might be if I was a few houses away, as it drops with distance.

That is incorrect. It works that way for the downstream power. It's exactly the opposite for the upstream power...

Given my location, he thought I'm in the "normal range" as long as I'm below 54.

They are misinformed. 54 is out of spec. Problems start happening at 50-51. Probably poorly trained. They may have been a third party contractor. As I stated earlier, there is no wiggle room to allow for the inevitable power level fluctuations.

Told me to keep an eye on things, and that if there is another issue, it's likely outside of my line and may require line maintenance in the area. 

Now that sounds like a plan, and that last part of the comment is on the money ! Good luck !

Same issues persist. I even tried swapping the modem for a brand new one, but nothing has changed. I am growing frustrated with contacting Xfinity support at this point. Every tech tells me something different. The modem swap even took 2 hours on the phone to resolve sync issues with my cable box (Xfinity apps wouldn't recognize that I was on my home network). 

I am going to once again try to get a tech out to see if they should start investigating the neighborhood lines.

Hello @michaelxb I am sorry to hear that you are continuing to have the same issues. I would be happy to get a technician out to see if there is anything that they can do. I am unable to guarantee that there will not be a technician fee until the technician determines what the issue may be. To get started, could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message: Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

@XfinityRobertA​ I sent a message on 3/23 and have not heard back. 

I was charged for the last tech visit, despite it not resolving my issue. It was also frustrating that I had 2 techs visit the same day. The first installed a small adapter inside my house which worsened the issue. The second tech told me that was flat out wrong, removed the part, and then ran a fresh line outside my house. They checked all inside lines and told me that if the issue persists, it's likely something in the neighborhood. Issues persist. I've since installed a new modem but nothing has changed. I'll also add that I have been an Xfinity customer for 17 years, and at the same house for 5 years; this is a recent problem. 

If all equipment and lines are brand new, it seems like the issue is somewhere in the neighboring lines. But I'm not sure what to do at this point because each tech seems to have a different POV, and I can't afford to be charged $100 for every visit and still have connection issues. Is there a way to request line maintenance rather than an in-home tech visit?

@user_92678d​ Yep, I'm still around.

Fortunately, my outages have seemed to become less frequent and may have been resolved entirely (fingers crossed). Haven't had one in maybe 1-2 months, and they were happening weekly. I'm not sure if Comcast changed anything with the signal and/or lines in the neighborhood, so it's hard to pinpoint. I did install an Antronix Return Amplifier which immediately brought my upstream power within recommended range (it's consistently at around 38-40 dBmV, down from 49-50) so that may have also helped. But before that, all my equipment and lines were brand new, so it was either a Comcast fix and/or the return amp. My modem no longer shows dozens of daily errors in the logs. If your upstream power is out of range after a tech visit, it might be worth trying the amp, especially since you can return it for free.

Hello @user_92678d. We would be more than happy to assist in any internet issues you may be experiencing. Can you tell me a little more about your issues?