Visitor
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1 Message
Technician appointment
I am requesting an in-home technician visit for intermittent internet degradation and possible DOCSIS/coax signal impairment.
I am on the 1.2 Gbps plan. My Xfinity gateway is in bridge mode and hard-wired to an Eero 6+ primary node. I am testing over time and consistently when about six feet from the primary Eero. Windows reports a 5 GHz Wi-Fi connection, channel 108, with 1170 Mbps receive/transmit link rates and 79% signal strength. Despite that, Speedtest results under similar conditions have varied from approximately 31 Mbps to 820 Mbps.
Please do not treat this as a general Wi-Fi placement issue. I am asking for a technician to check the modem, coax drop, splitters/connectors, downstream/upstream DOCSIS channel levels, SNR, correctables/uncorrectables, and event logs.
XfinityJustinM
Official Employee
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809 Messages
6 hours ago
Greetings @user_wm0nig, thanks for taking the time to share some of your findings with us. There are some standard steps that we must take before dispatching a technician, but we can certainly get to that step. Our team also has the ability to review 4 of the 7 task that you asked to be completed, and our technology these days can often run a self-heal on the network if the issue is not hardware related. Before we jump too far ahead, I'd like to know what troubleshooting steps if you have tried if any thus far. A good starting place is our troubleshooting guide here.
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