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Hi CVINC. We apologize that we weren't alerted to your responses requesting your Private Messaging issue get corrected. I have received your private message and responded. We look forward to helping you there. Thank you.
Any possibility that a forum mod can bump my privileges up so that I can click on the "Private Message Me" button for this Comcast employee? As a new user, I do not have the rights to PM even when the employee initiated the request. My slow Internet speeds and out-of-range modem reports are still happening and I would like to move forward with the modem being polled prior to booking a tech visit.
I am sad to display my ignorance here, but when I click on your red name and then the "Private Message" link, this is the page that comes up. I am using Microsoft Edge with no ad blockers or NoScript running.
Hello CVINC. I can assist in troubleshooting your internet performance issues. I'd like to start with polling the CMTS for real-time and historical RF signal reports from your modem. I can also check your local Node/Plant for any degradation or error reports. Please send me a private message and include your full name and account primary phone number so I can access your equipment.
I've asked a Comcast employee to help you. You should expect a reply in this thread.
Tip: If you need service, sign up for the Service Protection Plan (SPP). It's around $6 a month and you must keep it for at least 60 days after your service call. If you have SPP, you won't incur a service charge. You can sign up when you schedule an appointment.
If you wish to do some more troubleshooting on your own, see the troubleshooting guide.
The downstream power is weak and the upstream power is too high and may be intermittently fluctuating even higher out of spec. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.
In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.