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WOW....I am so frustrated having the same problems here in Connecticut for the past couple of weeks. Your period of time is outrageous and should NEVER happen. I've had nothing but frustration and no resolution from Tier 1 Level Support. Every time you talk to someone they say "hold on one minute" and then come back and say "ok, I did xyz you should be all set". An hour later....guess what. Next person says, "oh, the last person didn't check the right thing and say "hold on one minute" and they come back and say, "ok, I did xyz you should be all set". Ditto many times when I do call. I don't have the time to call every time it drops, especially when an average call takes 20 minutes. Who ever manages the call metrics should be looking at this. And then in between the calls I've had three house visits by techs. First one replaces the modem that was replaced last year and says "you should be all set". Tech leaves and guess what? Yep, connection drops. More drops and calls then next tech comes out. Replaces all connections outside of house and puts up fancy advertisement Xfinity gray box to protect connections. He finishes up and says, "you should be all set". Not true....more drops. On Tuesday 7/3, third house call, two Xfi trucks pull in to driveway. With devices in hand and inspecting lines at house, both guys say problem is not at your house and not with line from pole to house, problem is upstream node issue. Something in your area is causing this problem. One guy calls line guy who says can't come by today, maybe Thursday because Wednesday is 4th holiday. Thursday comes and goes and still get drops. Spent 2+ hours with 4 different people asking when the line guy is coming. Instead, they start reading from their script despite my call history and the drops that their equipment logs and ask me, "is problem with wireless and wired connections"? I have a schedule tech call tomorrow which is supposed to take place not at my house but somewhere in my neighborhood, or at least that is what I am told. All I can say is that an Xfinity better not be at my house because it was clear by the two guys on Tuesday that the problem is not at my house. There better be one ore more trucks in my area looking for and fixing the upstream node issue problem.
I can only imagine your frustration with your post time-line.
Thanks for the reminder EG.
Apologies for the delay, bosjcardinale. We are a bit behind on our follow ups. I'll respond to you in the private message thread.
You could try submitting your issue to the corporate employees that work in Tom karnishack's dept. / office;
I hit the escalate button for the fourth time.......
bosjcardinale wrote: EG - do you have any other contacts, or can you please tell me how to reach someone at corporate that may be able to assist? Both Ken and Amir are no longer responding to private message, and my internet is much worse that it was previously. I need this fixed, and do not know what to do. Below is a screenshot of my current upstream channel situation -
I have responded to your private message, please reach back out to me there.
EG - do you have any other contacts, or can you please tell me how to reach someone at corporate that may be able to assist? Both Ken and Amir are no longer responding to private message, and my internet is much worse that it was previously. I need this fixed, and do not know what to do. Below is a screenshot of my current upstream channel situation -
You could try again sending Comcast Amir a private message to get him re-involved with this topic here;
I'm also going to try re-escalating your ongoing issue once again to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic. Good luck !
I don't generally recommend *Band-Aid* fixes like using amplifiers, but perhaps using drop amp with an "active return" would help;
There are other models that have more output ports if needed.
If the problem is on Comcast's end, it is they who really should supply one at no charge !
EG, or anyone, please help. How do I get a higher tier level of support, like a tier 2 or 3? I just cant keep going in circles. My upstream power levels are still all around 50dBmV, and the quality of my connection is terrible. Plain and simple, I am not getting what I am paying for! ComcastAmir has been responsive, and is trying to help, but just keeps sending technicians to look at my house, who tell me nothing is wrong in my house. What is the point? I literally have 1 wire that goes from the main line from the pole to my house, and then into the back of my modem. No splitters, no cable boxes, nothing. What is a technician going to find in my house? Its a waste of time to have them come here, look at the one wire, and then leave...again and again over the course of a year.
Look at this, is this normal? the answer is no. Is this coming from inside my house? the answer is no. There is noise in the line, and my modem needs to scream over it, and Comcast needs to find where that noise is coming from. I think only a Tier 2 or 3 level ticket is going to find that.
EG, i need some advice. I have had the techs come out a few times and tell me that everything is fine, even though my upstream power levels are now over 51dBmV most of the time, and I continue to have T3 time outs. Now they are pointing their finger at my modem again, telling me that it must be the source of the problem. Thing is, I have already replaced the modem after the techs pointed their finger in that direction before, and it made absolutely no difference. Does this make any sense? Another thing that I pointed out, is the the connection box on the main line outside my house is not covered like the others I see around the neighborhood and is exposed to the elements. Could this be causing the upstream signal noise? I pointed it out to the techs, who said "yea that should be covered, but that's not our responsibility". What do you think?
So the techs just left and said it is all fixed - im not an expert, but the power level still looks way too high, expecially for a house with no splitters or anything, just one wire straight to the modem! I used to hover at 49.5 dBmV when I am able to grab all three chanels, now its at 49.8 dBmV.....
and just to share with everyone on the forum, here is a snapshot of a typical day
FWIW, "sharing" to help others here should include the signal stat figures figures as well because they cause those error long entries. It's not the other way around..
Hi thisnameused, I show that you have a tech scheduled for tomorrow. I also ran a diagnostic on your node in the area and I show it is running at 100%. The issue you're experiencing with the channels being pixelated is directly related to your signal problem. This could be caused by the modem or the line going to your home, lastly this could all be caused by a splitter that is within your network. Do you have a splitter in your home that you're aware of? If you don't know that's fine the tech scheduled tomorrow will assess all of your equipment and signals to clear up this problem.
Yea, I have the EXACT same problem! Metro Atlanta
The last tech to come out blamed my modem. I'm on my 3rd modem, same issue, it's not the modem. He did tell me they upgraded my neighborhood to fiber with a new head end. He confirmed my problems started at that time.
I have a "Line tech" coming in the morning. What do you bet I have another bad modem?
Ive been reading up on this. Some "experts" blame network congestion, plausible as its worse during prime internnet times. Others blame head end needing tweaking, while others claim there is a line amp bad between my house and the head end. I believe it could be above.
This issue is all over the neighborhood blog, with some ditching Comcast entirely. I just wish some one would fess up and say "yea, we have a problem and we're trying to fix it," But I don't think they are.
im about to ditch Comcast and buy everyone in the house a Cell WiFi Hot Spot. That would be cheaper too.
Hi bosjcardinale, I can get your T3 timeout issue corrected for you. Can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcatsAmir) and then "private message me"?
I'm going to try escalating your ongoing issue to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic.
I have been plagued with Internet issues for the last year through Xfinity. I constantly get T3 timeout issues caused by upstream power levels going will into the 50+ dBmV range. When I am able to keep a connection, it is almost always only able to grab two upstream channels. I spent months on the phone with support last winter trying to get it resolved - no one seemed to understand what was going on. I had the line to my house from the pole replaced, I replaced the only wire in my house which goes directly from your line to my modem (I do not use Xfinity cable and have no splitters), Xfinity installed signal reducers on my modem to step down the hot signal in - nothing has worked. After dozens of tickets I was finally able to get a Tier 3 ticket, who informed me when he called that, since I had a connection at the time, there was nothing he could do!!!
Please, I need help. I cannot sit through the countless calls to general tech support again, the modem resets over and over again that they think will magicly fix this, and then having multiple techs come out to my house and look at me clueless saying that they dont know what is wrong.