JeffMcG's profile

Frequent Visitor

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17 Messages

Mon, Jun 13, 2022 3:20 AM

Unreliable Internet Connection

For however long we have had Comcast service at our current location, it has NEVER been what I consider to be reliable -- especially the Internet service.  The reliability of the installation has continued to deteriorate to the point where the Internet service has become virtually useless given the amount of time it is not available.  Given the importance of having a reliable Internet connection is to my job, I have been trying just about everything I can think of to get it working.

- Purchased a new modem to see if that would help.  It did not.  Fortunately, Best Buy has a liberal return policy so I didn't take a $$$ hit when I returned it.

- Moved the modem to different drops in the house.  Same problems in each of the locations I tried.

- My latest desperate attempt to get a reliable Internet connection so I can do my job was to connect the modem directly to the cable coming in from the street.  Still having the frequent drops with this setup.

I should add that our TV service is also not very reliable but that's not nearly as important to me as having a reliable Internet connection.

Given all the scenarios I've tried and still seeing frequent drops, It looks like there is a systemic problem with our installation.  And, given my latest setup (i.e. connecting the modem directly to the incoming line from the street), there seems to be a problem with the signal quality coming in from the street.  At times, it seems to be good but it doesn't last for long.

I don't know if it's of any significance or not, but when the tech was out a couple of weeks ago, he said that our installation had been "tagged".  He then went out to the utility box to check on it.  When he returned, he said that he didn't see any evidence of the installation having been "tagged".  Not sure if it has any bearing on our problems but wanted to mention it.

Is there a way to monitor the signal coming in from the street over a period of time?  That would seem to be a more effective way of getting to the root of the problem with our installation.  We've had techs out any number of times and they go through the usual drill of putting on new connectors, tightening connections etc..  The Internet will be working when they leave, but it generally doesn't last long.  The drops will start again within a day or two.

This is getting to be a very serious problem given my new job for which Internet access is critical.

Please advise,

Thank you,

-Jeff

EG

Expert

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95.1K Messages

2 m ago

You are going to need to get the techs involved again until the problem gets fixed properly.

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. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

JeffMcG

Frequent Visitor

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17 Messages

@EG​ Thanks for weighing in on this one.

The dilemma I have (and this has been going on for a LONG time) is that we have the tech out to the house and they will get the internet to work.  They usually do this by some combination of restarting the modem, powering the amplifier on-and-off, connecting and reconnecting cables.  (This is basically the same drill I go through in order to get things running again.) So, the tech is convinced that the problem is resolved so nothing gets escalated.  Unfortunately, the fix only lasts for a short period of time and then we're back to where we started.

I was hoping that by posting to this forum, I could get some information on other tools which might be available to Comcast which can be used to diagnose and resolve this issue once and for all.  It seems to me that we have a signal quality problem that varies over time.  That's why I was hoping to find out what Comcast can do to monitor our installation over a period of time because this approach of having a tech come out to the house time and again has not proven to be an effective way of getting to the root cause.

Thanks! 

Visitor

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11 Messages

2 m ago

It sounds like you need a means of recording network signal strength and quality over time. Unfortunately I do not know of a means to accomplish that. Does your cable modem have such a utility? Do the techs on their visits find a working internet when they arrive? If so, it may be difficult to convince them there is indeed a problem. If there were some sort of record of failure over time it would be a lot easier to make your case. If internet availability is critical like it sounds, perhaps some sort of LTE/5G backup until you can figure out what's going on with your cable internet?

JeffMcG

Frequent Visitor

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17 Messages

@user_fa0f1a​ Yes, I think that a way of monitoring signal strength and quality over time is what is needed.  I don't know if that is something Comcast can do remotely or if they need to install something at our location in order to do that.   I can take snapshots of signal quality/strength using our modem's diagnostics but what we really need (I think) is something which constantly monitors signal strength/quality over time.

You mention LTE/5G as possible backup.  Unfortunately, we live in kind of a wireless communications (both cell and WiFi) dead zone. We're also about a mile from the nearest Comcast xfinitywifi hotspot.  So, its signal is too weak to be reliable. 

So, that's my tale of woe. :-)

Thanks for your reply to my post!

Visitor

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9 Messages

2 m ago

@JeffMcG Here are the ranges that your signal levels should be in. https://forums.xfinity.com/conversations/your-home-network/what-are-normal-signal-levels/602dafd4c5375f08cd18a639?commentId=602dafe9c5375f08cd1c3b24


@XfinityOtto and @XfinityMarcella were the ones that were able to help me get this sorted out. Maybe they can chime in here :)

JeffMcG

Frequent Visitor

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17 Messages

@user_0df853​ Thanks for providing the links to Otto and Marcella.  Haven't heard from either of them.  I tried DM'ing each of them but they don't appear in the recipient dropdown list.  Maybe they're no longer with Comcast.

Again

Expert

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27.7K Messages

@JeffMcG​ 

The sending of an unrequested DM to anyone in the forums is a Guidelines and Acceptable Use Policy violation.  Now, having said that, the Official Employees here cannot receive individual direct messages from anyone, including Experts.

I did read your post in Getting Started, so I decided to reply to you here.  I am going to escalate this to our OE's so that they can chime in here and hopefully help you.  However, as @EG said you're probably going to need another tech out especially since this is ongoing and doesn't seem to be something inside but outside.  The OE's here can help you with that.

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

Official Employee

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3.2K Messages

2 m ago

Hi, JeffMcG. We know it's upsetting when you're dealing with ongoing internet trouble. We want to help! Furthermore, we would like to take a closer look at the diagnostics from your modem. Please take a look at this link for me: https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0 and then post your modem logs/signal levels for us to take a look at. We will go from there. Thanks!

 

JeffMcG

Frequent Visitor

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17 Messages

2 m ago

Hello Morgan,

Thank you for responding to my post about our Internet woes.  My guess is that you're interested in the diagnostics from the modem when our Internet connection is down.  That won't be hard to do given the problems we've been experiencing.

Thanks,

-Jeff

JeffMcG

Frequent Visitor

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17 Messages

Hi Morgan,

Is there a way to attach a document (e.g. Word or PDF)?  I have some NetGear modem diagnostics I'd like to send along, but don't see a way to attach a Word or PDF file.

Thanks,

-Jeff

JeffMcG

Frequent Visitor

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17 Messages

Disregard the question about uploading a Word/PDF file.  I've saved the screenshots of our NetGear modem diagnostics as PNG file.  Below are the diagnostics as they looked when the Internet connection was down:

Official Employee

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298 Messages

@JeffMcG While signed in to the forums do you see a direct messaging icon It looks like a small text box. I would love to get a technician set up for us so that we can have this trouble resolved. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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

Official Employee

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118 Messages

2 m ago

@JeffMcG, I would like to go ahead and get a tech visit scheduled for you. This has been going on long enough and I would like to get this moving along. Please send a DM with your name and address by doing the following:

Ensure you are first signed in, then you will see an icon at the top right of your page.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

JeffMcG

Frequent Visitor

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17 Messages

I've submitted a DM but no response.

Official Employee

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53 Messages

I don't see a DM, my friend. Could you please try that again, my apologies. 

 

To send a direct message [private message]:

  •    Click "Sign In" if necessary
  •    Click the "Direct Message" icon or  https://comca.st/3NScohw
  •    Click the "New message" (pencil and paper) icon
  •    The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •    - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •    - An "Xfinity Support" graphic replaces the "To:" line.
  •    Type your message in the text area near the bottom of the window
  •    Press Enter to send it
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
Again

Expert

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27.7K Messages

2 m ago

@JeffMcG 

Just a reminder here, you are now working with Corporate Employees who will be following what is happening with your issue.  They are going to do their best to get this remedied.  👍

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