5 Messages
Terrible internet connectivity due to signal quality issue
I've been struggling with awful (~5Mbps) internet connectivity for 3 months now.
Every time I call CS, they send a new technician (3 times so far) to check my home for modem/router issues, and each time they find nothing wrong inside the house.
Only 1 of these 3 technicians was able to get to the next step, checking the signal quality coming into my house and confirmed that the problem was outside. However, he didn't have the ability to climb to check the signal quality at the pole from which I get the Xfinity cable to my house.
Despite telling all this to CS, they keep asking me to reboot my modem, send techs home to check my equipment, etc. Meanwhile, I'm not able to call in to meetings, or watch even YouTube videos without buffering/lags.
During these 3 months of internet hell, I've checked my modem status and figured out that most downstream channels in the 600MHz range have terrible SNR and uncorrectable errors (~5Mbps with huge packet loss). I keep restarting my modem, trying to get it to randomly lock on to some other downstream channels (400MHz range) which have perfect SNR and few errors (consistent speeds ~100MBps+). But my modem ends up back in the 600MHz range every few hours/days, and there's no way for me to prevent it from locking on to this bad range repeatedly. I asked CS about it and they said there's nothing they could do, although Arris SB6183 documentation says the ISP controls the modem configuration and firmware.
So I'm left with terrible internet connectivity, despite knowing exactly where the problem is (outside my house) and what those frequencies are (600MHz range). Because CS couldn't care less about all the history/context and keep sending clueless techs to check my modem/router inside the house repeatedly, despite my explaining things to them from scratch every single time...
What can I do to get someone who cares about the history/context to come fix the signal quality issues outside my house so I can get the internet service that I pay for?
XfinityEmilyB
Official Employee
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1.7K Messages
10 days ago
@user_y187p3 Welcome to our community forum and thank you for taking the time to explain the details of the ongoing internet connections issues you've been experiencing. I rely on my internet every day for work and I know how stressful it can be when service issues get in the way of our daily routine.
Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution.
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EG
Expert
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107K Messages
8 days ago
@user_y187p3 @XfinityEmilyB
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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user_y187p3
5 Messages
20 hours ago
Update- another tech showed up a couple of days ago, had some notes about the issue but I told him everything from scratch again. Told him how the connection sucks whenever my modem locks on to the 600MHz channel range, and it's perfect when it's locked on to the 400MHz channel range, and how I'm just left hoping and praying that my modem picks the better channels because I have no control over it.
He said he'd escalate this issue up to his network team to get someone to come check out the SNR on the bad channels at the pole. I don't think anyone followed up yet, nothing seems to have changed other than a subtle acknowledgement that the issue lies outside my house.
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