Regular Visitor
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11 Messages
Ongoing issues after neighborhood upgrade - how to get resolution?
I am experiencing ongoing connectivity problems that started/worsened after a recent neighborhood line upgrade work in my neighborhood.
Previously, Xfinity replaced the drop line from the outside box to my house twice. The second time with a tech visit to inspect the outside box and a threat to switch internet providers given inability to reliably work from home largely resolved my issue. The problems returned after the recent "neighborhood upgrades".
This is something where I do not want the drop line replaced again and them to tear up my lawn. I would like a technician to inspect the outside box/junction and the plant work that was recently completed, as the symptoms point to noise/ingress beyond my home.
Current symptoms and evidence- I have detailed logs to support this as needed over last week
- Frequent Critical T3 timeouts (“No Ranging Response received”)
- A major event around 1:16 AM on 10/23/2026 involving Loss of Sync, T2/T3/T4 timeouts, RCS/TCS Partial Service, Lost MDD Timeout, and the modem re-initializing
- Continuous CM-STATUS Event Type 16 and 24 (OFDM profile failure/recovery) on Channels 193 and 194
- Frequent upstream OFDMA profile changes on Channel 41
Current signal status (as of today):
- Downstream QAM channels: generally clean power (~0.5–2.3 dBmV) and SNR (~38.6–39 dB)
- Channel 193 (OFDM): Power 3.0 dBmV, SNR 42.0 dB, ~175M corrected errors, 159 uncorrectables
- Channel 194 (OFDM): Power 2.2 dBmV, SNR 41.0 dB, ~200M corrected errors, 2,505 uncorrectables
- Upstream: All channels locked at ~44.5 dBmV
The combination of high OFDM error counts, ongoing profile flapping, and upstream ranging failures (especially the full re-registration event) is consistent with plant or junction issues introduced or exposed by the recent upgrade work. Power and SNR levels look acceptable, so a simple “levels are fine” remote check will not address this.
How can I get Xfinity to schedule a technician to inspect the outside box/junction and the recent neighborhood work rather than replacing the drop line again. I can provide the full modem log if needed but don't want to waste time going through the basic troubleshooting given the past history and current fact pattern.
Thanks in advance.
BeenOverThis
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2 Messages
18 hours ago
The issue maybe on the pole. I went back and for with them months got a new router, upgraded my plan. Still after all that our tvs and phones could find my wifi network but there was no internet. I would have to forget the network and the retype in the password it worked for all the TVs except for one. Keep in mind the router is indicating the entire time with that solid white light that i have wifi. Finally got a tech to come out and he was able to tell me the issue was coming off the pole. But he didn't have the right equipment to fix it so he would schedule another person to come out tomorrow. No one ever showed up i was without wifi for almost a week i called and complained again and mentioned why im paying for a full month of wifi when ur guy left me without anything. the 2nd person replaced everything from the pole to the box outside and then he fixed the firewall on the router adjusting it from the newer 3 back to a 2. Because the main TV I was having the issue on was like 5 years old so it was old in tech years but still worked just fine. But becareful because I reported everytime i lost wifi power through the app and then the Xfinity app would lag out. Now I cant even log into the app anymore on my phone and its causing an entire different issue now.
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