One downstream, no upstream

I have had Xfinity with no issues for 2.5 years now. I'm using a Netgear CM1000 modem hooked up directly to the cable that comes into the house and an Eero router.

At exactly 2am on Sunday my internet went out with no warning. I've done many reboots and replugging. I finally found how to get the network specs and found that there is only 1 locked downstream (power is -24.6 dBmV) and there are no locked upstreams (it says upstream partial service?).

I have a tech scheduled to come out on Wednesday but can any tell me why or what happened?

Responses

XfinityAmira

Official Employee

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4.1K Messages

3 years ago

Hello and thanks for taking the time to reach out to our Digital Care Team on our Forums page. We're so thankful to have you as a loyal customer and are sorry to hear about the connection issue you experienced recently. I am happy to hear you had a tech come out to further investigate. How did everything go with the visit? Were they able to address the issue and provide you with any explanation as to why it may have occurred?

We look forward to hearing back from you!

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tinkertoy721

Visitor

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2 Messages

@XfinityAmira Honestly, it was awful. Yes our issue was addressed but in doing so, the technician unplugged our neighbors cable to plug ours in. I was getting awful texts from my neighbor about how we messed up their internet. She works from home and relies on her connection and she lost 3 hours of work because the technician shut them off. Luckily her husband went out to the utility box and swapped everyones cords around, found the one the technician was supposed to remove, and got everyone's internet back up. What a hassle and joke of a company technician. We were without internet for close to 4 days and I can't get ahold of anyone to be compensated since the issue ended up being on your end. Our cable had never been buried after at least 2.5 years and it had been spliced at some point previously and had come apart which is why we had no power coming from your cable. It was a hassle that should have never happened.

3 years ago

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CCStephanieK

Problem Solver

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909 Messages

@tinkertoy721, I appreciate the additional details on what happened during the visit and would like to further review compensation with you and submit feedback on your experience. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle.

I no longer work for Comcast.

3 years ago

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Your Home Network

tinkertoy721

One downstream, no upstream

XfinityAmira

tinkertoy721

CCStephanieK

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