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Upstream channels not locking after mid-split upgrade — QAM pixelation[Edited Personal Information]
Since Comcast performed a mid-split infrastructure upgrade in my area approximately July 15th I have been experiencing severe QAM TV channel pixelation and dropouts. Upstream channels 17, 18, 19 (16MHz, 22MHz, 29MHz) show NOT LOCKED on both my XB7 and XB8 gateways. Upstream channel 20 elevated at 54.5-55.8 dBmV.
On August 1st a Comcast field technician discovered the distribution amplifier on the pole serving my address had been left open and unsealed after the mid-split upgrade — approximately two weeks of weather exposure caused significant water intrusion. A new distribution amp was installed that day.
Following the repair my XB8 upstream improved from 54.5 to 51.5 dBmV — confirming the new amp helped. However upstream channels 17, 18, 19 remain not locked on both gateways. My local infrastructure has been thoroughly verified — new 3GHz quad shield cable from the outside MoCA filter, passive splitters, fresh compression connectors. XB8 shows excellent downstream signal confirming the issue is network configuration not inside wiring.
Requesting a plant engineer to complete the mid-split upstream channel provisioning for my address. The hardware fix was completed — the software/configuration fix is still needed.
Thank you
XfinityThomasC
Official Employee
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3.6K Messages
9 hours ago
Hello, @user_tei14n we'll likely need to send a tech out to submit that plant engineer request. Could you please send our team a direct message with your full name and full address? To send a direct message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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EG
Expert
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119.9K Messages
7 hours ago
@user_tei14n
FWIW. 51.5 dBmV is still too high / out of spec. An upsteam channel / return path impairment could be causing the channels not to lock in. Good luck !
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