That's right. This has been ongoing now for 3+ months. No resolution. I've had at least 7 tech visits, some of them have taken the signal at the pole and determined that the signal is bad there - they have a "pole tech" come in 48-72 hours. Sometimes get a call/ follow up from that visit, sometimes not. One did tell me he replaced some hardware, things were marginally better for a short period of time... because the temperature cooled off again for a few weeks.
What I notice today is, when the connection began to drop, the downstream signals went more negative, the upstream approached (from the ~48-50) 52-54.
And yes, it is a thing, quite common:
Does anyone have any input? Suggestions? I'm at my last rope on this. If they can't fix it I'll just tell them they can't competently deliver service and to stop all my services.
I'll give you a snapshot overnight when it comes back online. Here's a quick view of what things look like when trouble started.
TV is up/ down, cycling. Internet, the modem just keeps cycling itself.
Thank you for visiting the forums! Sorry to hear about your issues.
I've asked a corporate employee to help you. You should expect a reply in this thread.
FYI: They owe you a $20 credit for every tech visit after the first for the same problem.You can also get a credit for your service from the time you first reported the issue until it is resolved.
I can help look further into this. Can you send me your first and last name and the phone number or account number associated with your services? To send a private message click on my name "ComcastChe", then click private message me.
Thanks for the update. I can send a signal to your modem, but this would only be a temporary fix to your issue. The tech will be able to further investigate.
Would you like me to send the signal now? This will cause your modem to reboot.
No thanks. There's no point. A reboot doesn't fix anything. Because of the loss of signal, it reboots itself. It rebooted about 14 times today.I track the status via another site that monitors for up/down status.
BTW, I should add, I have 25 years in the IT industry. I can take and read my own packet captures.
We'll see tomorrow how this turns out - I've also noticed that my speed is being listed as "up to 250". I see a bit over 175 with the DPC3941.
Visit done. Need to get a line tech out here.
He mentioned something about the signal being "too high" and that there's a drop amp they'll need to turn down so it doesn't overheat. Doesn't make lots of sense (except for the overheat part). My upstream will be 49-50 in the early AM then go to 52+. That doesn't seem like something needs to be turned down on signal delivery but that my modem can't push a signal back for some reason. The downstreams stay in the -7 to 0 range lately.
I would guess they have an AGC set wrong in an amp somewhere hence the signal swings throughout the day. Those kind of problems always crop up when you have either a hot or cold temperature extreme. It is normal for the RF signal to get lower when it is hotter out due to thermal noise but not to the extent you are seeing.
3 days later. No improvementEdit: apparently this one is a widespread outage, again. Outage map shows 521 affected in my area. This too, is a very common occurrence.
Sorry for the delay, I was on vacation. If it was determined you will need a tech, I can help get one scheduled for you and follow up after to see if they were able to isolate the cause of your issue. I'll be reaching out in a private message shortly to get details of your availability for a tech.
An actual line tech appeared on Friday. He made some changes on both the pole before me as well as to the pole side box I am hooked into.
Here are the new results. Big difference.
I think things have been resolved. Today is really the first "warm" day since the repair. It's 90 again today. My signal on the modem ranges from 3 to -.300 downstream and 47 to 51 upstream. The biggest part is, it stays connected and works. TV also appears to be working today as well.
Tomorrow will be another test, just a few degrees warmer than today, maybe a bit more sun. It was usually the sun that overheated the drop amp.
Thanks for the followup.