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Internet disconnecting daily for years - Xfinity Clients must suffer?

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Official Employee

Re: Internet disconnecting daily for years - Xfinity Clients must suffer?

Hi Tina_, I'd like to take a deeper look into your account and signal levels from my end. The information that (EG) shared is correct, and we may need to get someone else back out to look into this for you on site but first I want to make sure this isn't something that can be repaired remotely. Please send me a private message by clicking on my name "ComcastAmir" and provide your full name and account number. 

I am an Official Comcast Employee.
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Diamond Problem Solver

Re: Internet disconnecting daily for years - Xfinity Clients must suffer?

Yep. That intermittently high upstream power shows that there is some type of return path impairment. Maybe you should get the techs involved again. Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. 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.

Expert

Re: Internet disconnecting daily for years - Xfinity Clients must suffer?

Since you already had a technician to your residence and the problem still persists, I’m going to escalate your issue to a Comcast employee.
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I am just a customer, volunteering my time to help other customers here in the Forums.
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New Poster

Re: Internet disconnecting daily for years - Xfinity Clients must suffer?

Example of a disconnectupstream.jpgdownstream_snr.jpgdownstream_power.jpg

New Poster

Internet disconnecting daily for years - Xfinity Clients must suffer?

I am an Xfinity customer since 2013. For the past 3 years I've been getting disconnected from the Internet every day. Usually it happens several times a day and at around the same time. Sometimes I stay offline for hours.

 

I wrote / called a technical support more than 20 times in the past 2 years. During this time, on the advice of technical support specialists, I bought 3 new cable modems and 4 cables. That cost me about $150. Nothing helped.

 

A couple weeks ago I was visited by Xfinity technician, who couldn't do anything to solve the problem. He told me, I will not be charged for the visit. After a week I received a $70 bill for Residential trouble call. I spent a few hours chatting with Surinder, a Customer Service Supervisor, trying to dispute a bill (chat log can be provided). Finally, the Supervisor told me that I have to pay in any case.

 

It is ridiculous that your client, who pays for the improper quality service for years, must also pay for a visit of a technician, who had not done anything. Only after a call on the tech's personal cell-phone the bill was waved (I got an account credit for the same amount). Also, I asked the technician

to come again and do something to fix the problem. He replied that he is not able do anything.

 

The problem still exists.

 

My modem connected directly without a splitter.

 

Event Log:

No Ranging Response received - T3 time-out

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;

 

Status - Connection:

---

~ 12:00

---

Upstream Bonded Channels

1 Locked ATDMA 1 5120 Ksym/sec 30100000 Hz 47.0 dBmV

2 Locked ATDMA 2 5120 Ksym/sec 36500000 Hz 46.5 dBmV

3 Locked ATDMA 3 5120 Ksym/sec 17300000 Hz 47.0 dBmV

4 Locked ATDMA 4 5120 Ksym/sec 23700000 Hz 47.0 dBmV

---

~ 12:30

---

1 Locked ATDMA 1 5120 Ksym/sec 30100000 Hz 50.0 dBmV

2 Locked ATDMA 2 5120 Ksym/sec 36500000 Hz 50.0 dBmV

3 Locked ATDMA 3 5120 Ksym/sec 17300000 Hz 49.5 dBmV

4 Locked ATDMA 4 5120 Ksym/sec 23700000 Hz 49.5 dBmV

---

~ 1:00

---

1 Locked ATDMA 1 5120 Ksym/sec 30100000 Hz 54.0 dBmV

2 Locked ATDMA 2 5120 Ksym/sec 36500000 Hz 54.0 dBmV

3 Locked ATDMA 3 5120 Ksym/sec 17300000 Hz 48.0 dBmV

4 Locked ATDMA 4 5120 Ksym/sec 23700000 Hz 54.0 dBmV

 

---- DISCONNECT -----