HDesign's profile

Frequent Visitor

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33 Messages

Tuesday, June 22nd, 2021 3:59 AM

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Ongoing Connectivity Issues

Hello everyone. Over the past few weeks, I have been having problem with random disconnects. I have lived at my current address for the past 3 1\2 years and this has been a problem since day one. It will usually clear up on its own but it will always come back after awhile. I've performed countless hours of troubleshooting and have had many technicians out to my apartment over the years and the problem always comes back to bursts of high levels of noise out on the node causing intermittent problems with my upstream SNR. My modem is an Arris SB8200, but this can be ruled out as a culprit since these drops affect all of my devices (2 cable boxes) simultaneously. During these drops, my modem always shows that the upstream power levels have jumped from ~35dBmV to up to ~58dBmV which is indicative of noise on the upstream channels. Multiple techs have checked my lines and they have all said that they are clean. During these drops, my neighbors (even in differct buildings) have said that they aere also having connection issues, so it isn't just me. I'm got fed up with trying to call tech support only for them to send yet another technician out and ultimately get nowhere, so I thought I would try posting here instead. Honestly, it feels like no one is actually trying to find out where all of this interference is coming from and intead the symptoms are merely being treated as they appear. I do understand that some level of noise is to be expected, but when it's causing your customers to keep losing connection then its a problem. Any help in this matter would be greatly appreciated.

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Administrator

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4.4K Messages

4 years ago

Greetings, @HDesign! Thanks for reaching out to us on the Forums! I hope you are having an amazing day! I apologize to hear that you are having issues with your internet connection randomly disconnecting. We know how important it is to have a stable connection these days with work or schooling from home. From any of the tech visits, did they happen to switch anything or replace anything like a splitter, filters, or connections? Or was it more of just a line check and moved on?

Frequent Visitor

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33 Messages

@ComcastMichael Hello Michael! One of the technicians did swap my previous 4-way splitter with a 3-way splitter. I have 2 cable boxes and a modem, so the extra connection on the old splitter just had a terminator cap on it. The tech swapped it out and said that it may give me a few mor dB in tolerance on my lines. Other than that, he said he did see intermittent bursts of noise out on the node and escalated by putting in a ticket with the infrastructire maintenance team. It improved for awhile, but now it's happening again like it usually does.

Official Employee

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1.4K Messages

Thanks for the details, @HDesign . Some issues can be complex and tough to narrow down and technician visits are the primary way to find the source, but in the end, we want to make sure you are taken care of as you shouldn't have to deal with intermittent dropouts. I would like to check the history, signal, and tech referral and see what the next best step is. Can you send a private message using the chat icon near the bell icon in the top right? Include your name and address. Thanks!

I no longer work for Comcast.

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Expert

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111.4K Messages

@HDesign 

Type in 'xfinity support' to send that message to the team.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Frequent Visitor

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33 Messages

@ComcastEthan OK I sent you a PM with my details.

Official Employee

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1.4K Messages

Thanks!  Did you type in Xfinity Support and send the message as opposed to me directly? I see EG mentioned it as I forgot to include that instruction. It matters for our routing system. 

I no longer work for Comcast.

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

Expert

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111.4K Messages

4 years ago

@HDesign 

Would you know if any of those premises facing techs ever wrote up a trouble ticket / referred your issue to their line / maintenance dept. ? Because that's what needs to happen now moving forward.

My standard spiel;

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.


Good luck !

Frequent Visitor

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33 Messages

@EG Yes, the technician did indeed put in a ticket with the line/network tech dept. He said he did see bursts of noise out on the node. It improved for awhile, but now it's happening again. It's been on and off like this for the last 3+ years; my service will be fine for awhile then I'll start having connection problems, over and over again. I'm just frustrated because the problems just keep coming back.

Official Employee

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800 Messages

4 years ago

@HDesign  We're really grateful that you took the time to troubleshoot with us and for letting us send out a tech again! So far, it sounds like the work they did with the outside wiring is looking good the last few days, but if you run into any further issues please reach back out! 

 

We truly appreciate you being a contributing member of our community here and hope that you have a lovely evening! 

Frequent Visitor

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33 Messages

@ComcastGina I'm not sure if the technician's supervisor authorized a ticket with the line techs or not, but my service has been stable for the past week. I will continue to keep an eye on it in the meantime.

Retired Employee

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1.4K Messages

That's OUTSTANDING news! Yes, please keep us updated and reach out if you run into anymore issues. 

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