Xfinity Forum Archive...
This is an archived section of the community.
Content in this area has been identified as outdated or irrelevant.
This change was done in an effort to make the forum easier to use and to keep only the most helpful and recent content active.
Post your questions in the Xfinity Community
the problem has still not been fixed more then 5 techs have been to the house everytime try to start with a issue on the house end every time it is a drop or issue outside the house the last time they came out and ended up fixing a cut in the wire due to squirrels but the had spliced the line instead of replacing it correctly
i have since had to have another company come out to troubleshoot the problem the have determined that its low snr due to 3 segments before the line goes to the input of the house
the house has 1 amp
every line is dedicated (no splitters)
all cat 6 lines
4 boxes (3 reg 1 dvr)
1 dta not in use
1 new modem (c7100v)
have also tested all lines for signal and also tested new modems (multiple ) last time tech was there determent it was not a modem issue by checking 3 other new modems
tech finially check drop determined it was drop line
and only segmented the cable
causing low snr on upstream
3 or 4 times keep coming out and installing amps / enumerators
it has never solved the problem
3 times now phone support has found wrong codes on the account
also 1 code being a end of life code on the new customer supplied modem
i had to call again due to firmware not being correct after 30 min of being told it was correct he found out they used the wrong code causing 1 of the problems we have
(that has been fixed)
the time before the keep telling me we should to be getting the the 200 mbps that we contracted over 3 years ago and they say when they edited the account that some one edited the account they put the wrong blat package on there and the package they used is not even in our geographic area so that was the reason for multiple calls for a speed issue
once again was paying the complete cost for something that we have never gotten
(4 wrong biling codes)
1(wrong modem code)
1 (eol on modem)
4(techs need for initial install due to sending wrong techs )
3(service calls due to wrong speed code on account no one knew of )
4 (tech come out to solve line issue has not been able to be fixed )
at this point it has been determend that 1 main issue is 3 segments before the cable line even goes to line in on the amp
all cable have been tested and test ok
all amp outlets that are un used are terminated
all devices have been check
drop appears to be main issue with low snr as well as needing to be aplified
wich it was before and did not need to be up untill they couldnt find the line issue so they installed a amp
multiple attenuator have been changed and swapped out by 6 + tecs
if this can not be fixed at this point i would like to eliminate internet or just go with gigabit ??
all we want is the service to work as being billed forand the price to stay consistant and not be changing every 6 months !!!
can some one please help
I apologize for the experience you have had thus far with getting your services working correctly. I am not sure whom the supervisor is that was supposed to contact you and I can look into this issue for you. With your service, the two options that come to mind are 1) submit a request for a new line to be pulled. 2) Look into the Gigabit service as it requires a professional tech install. This would likely result in getting a new line pulled as well. Either options works at your preference. To properly proceed I would need you to verify your account with me by sending a private message containing your account name, phone number, and service address. Please message back as soon as you can, thank you.