Visitor
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4 Messages
Upload Speed tanking random times each day
I've been having ongoing issues both with my internet and with Xfinity's customer service (or lack of customer service).
I was using an older modem and not getting the speed from it that I wanted so I bought a new Netgear C7000v2. It worked great for about 2 days and then my problems began.
Randomly my download speed (using a wired connection though wi-fi gave the same issue) would drop from 400mbps to 10mbps and my upload speed would drop from 11mbps to .05mbps or 0 or just throw an error. Making it more or less useless. These speed issues last for hours and impact every device connected both with ethernet or wifi. Some days I would make it until 2pm before it would drop and then it would come back at 9pm, other days it was out the entire day. I of course called and chatted with support many times and was of course told it was my modem's fault after trying all of the the typical troubleshooting steps (power cycle, resending signals, etc.). So within two days I bought the same modem after talking to Netgear support, thinking it was just a manufacturing issue.
That didn't fix the issue and it simply happened again. A second tech appointment to check on the cables in the house and of course at that time the issue wasn't present so I was told again it's the modem's fault. Fine. Went to the store that night and a bought a top of the line Asus modem/router combo with DOCSIS 3.1 as recommended by the tech's supervisor.
Plugged it in and spoke with support to get it activated and they couldn't even get a signal to it and said a tech would have to activate it. No tech came and randomly a day or two later it just turned on. That model worked for about 2 days before the same issues started again. Now another tech comes, and again tells me that everything on their end is working perfectly, but they will try to run a new line from the pole to my house. That did nothing to fix the issue. They landed again on blaming my modem even though I was now trying 4 different modem/router combos all presenting the same issue. I even tried my old one that worked fine before this and that did not work. So now they have installed their own modem that I am supposed to rent. That worked less than a day before presenting the same exact issue.
I've also tried plugging the modem into different rooms in my house to see if that makes a difference, even went so far as to go through the crawl space basement to plug it in directly to the line they pulled in from the pole and still nothing helps.
It's now been a week of me repeatedly calling them and them giving me days and times they will come to fix it, and then not showing up. They even repeatedly try to sell me on upgrading my plan, as if that will fix my problem. They like to tell me they just have no way of knowing when a team might be able to come and look at it. It's very frustrating.
I've seen other people post very similar issues and then someone from xfinity will ask them to move the conversation to a private 1-1 message which means there are no updates to see if it was resolved. Has anyone experiencing this problem actually had it resolved?
Hemingray42
Contributor
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76 Messages
2 years ago
Looks like whatever Xfinity has done on their network has biffed upload speeds for everyone in the country. We're one of probably thousands experiencing slow to no upload speed.
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krisvog
Visitor
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4 Messages
2 years ago
My latest update, after waiting a week for a maintenance team to "replace the plate on the pole" and me needing to call every single day to get an update, I've been told the maintenance team viewed the pole yesterday and said it looked fine. When I asked if they just looked at it or actually replaced the plate as I was told would happen, I was told that they just don't have that information, which mostly likely means they did absolutely nothing.
As the next step I've been told they will visit my house again and have asked me to replicate the problem on the spot for them. I've reminded them again what I've told them from the beginning, this happens randomly throughout the day starting at different times and can last 30 minutes or 10 hours, and I am not pressing a button to make it happen. If I was magically able to just make it happen I would. So I asked what the plan was for when they show up and I can't magically make it happen on command for them and was told they will keep monitoring it. Monitoring it with the same monitoring system that never shows anything when I give them exact times and information of the issue occurring, wow what a helpful solution. After I pointed out that them doing the exact same thing they've been doing with no results doesn't make sense and asking for a concrete next step they plan to take, whether that is having someone available to show up when the issue happens and I report it, or some other plan, the supervisor continued to interrupt or talk over me until I loudly asked him to let me finish a sentence. At that time all he told me was that he was not able to give me any information on how they might possibly have a plan to handle my issue and insinuated that I was being unreasonable to expect him to have any kind of answer for me.
To me this sounds as if they will show up one more time, I won't be able to replicate the issue on command, so they will claim that everything is fine and continue to ignore my ongoing issues.
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krisvog
Visitor
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4 Messages
2 years ago
Another update, just in case other people with similar problems are looking here.
Another support person from Xfinity's reddit space reached out and looked at my account. This person says they can see upstream interference which usually comes from a loose cable or something.
I told them that previous technicians had come and looked at all connections and told me they were fine, and that I had even specifically asked about the upstream channel power level specifically and I was told it was fine.
So to get to the next step, I need to have another tech come to check my house again for interference, if this latest tech says there isn't any, then I have to request a ticket be sent to fix the interference at the plant. That next appointment is in a few days and I'll try to update again any results I get.
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krisvog
Visitor
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4 Messages
2 years ago
Update 2 - My internet has been stable for almost 3 days now which is the longest it's gone for the last month and a half. Unfortunately I can't really say what fixed it. A maintenance team did come last week and as mentioned above I asked what (if anything they did) they did to fix it, and I still haven't gotten an answer past, They looked at it and said it's fine. Over the weekend I also had a line in my house replaced, though the internet was stable before it was replaced and the modem was plugged in directly to the line coming into the house prior so I stand by that not being the issue as it wasn't even in use when the problem is present.
I also heard the techs talking a couple times about upgrades done to the xfinity systems, one mentioned speeds. Those upgrades were put into place around the time my issues started and they mentioned that they've had to replace a lot of their own rented modems as a result of the upgrades. So I am inclined to believe that that is the cause of my problems and that perhaps they finally fixed it on their side and just haven't told me about it. I should also add that another tech came and confirmed again that they could not detect any upstream interference from my home. I've followed up both the reddit tech that first mentioned the interference and the tech that came to ask about a ticket to the plant but was told someone would take care of it.
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