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The_Oracle
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Friday, November 3rd, 2023 5:54 PM

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What SNR does Comcast consider acceptable for QAM?

As the temperature here has dropped at night, my modem reports SNR values of 28-29dB before losing lock.  The best I see in the afternoon is 30-31.  That also happens to be when the service techs are here.  The techs fixate on up and downstream levels and don’t listen when I point out that the SNR is marginal.  

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2 years ago

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EG

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2 years ago

35-36 is acceptable. The higher the better. Mine is 44 ! Sounds like there is spurious noise leaking into the line(s) somewhere. If the premises facing techs can't find or fix the problem they should be writing up an escalation ticket for the line / maintenance dept. 

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 !

(edited)

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The_Oracle

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Thanks for responding.  I know that the SNR needs to be higher than what I am seeing - what I want to know is whether Comcast sets that expectation for the field techs.  Today, I stood with a tech at the tap that feeds my house and saw an SNR of 30.5.  When I pointed it out to him, he brushed it off and fixated on upstream levels (which were fine).  The problem definitely is in the network feeding the tap but I can not get them to escalate to the outside plant team.  As I type this, it is cooling off outside and the SNR's are dropping below 30 again, so we will have another night with no internet or TV service...

2 years ago

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EG

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@The_Oracle​ wrote;

Thanks for responding.  

Quite welcome !

what I want to know is whether Comcast sets that expectation for the field techs.

They are all supposed to follow the exact same uniform company set standards. The operative word here is "supposed"... Are you getting third party / sub-contracted cable techs or actual in house Comcast employees ?

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2 years ago

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XfinityBillie

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@The_Oracle We appreciate you taking the time to reach out to us here on our Xfinity Forums. We definitely want to make sure that you are able to enjoy your services, since you did have a technician out and are still experiencing service issues I would like to get a closer look at the account on our end. To get started please send us a DM with your full name and address to Xfinity Support.

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2 years ago

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