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Can someome please fix my internet?

Frequent Visitor

Can someome please fix my internet?

 I am so frusterated at Xfinity.  I have been dealing with this connection problem for months now.  I have had at least 10 techs out to my place and nobody can fix the problem.  Everytime someone comes out they tell me I have a very low signal on channel 98 and someone will be out to fix it.  Then thats it, thats all I hear.

 

Then I schedule another tech to come out and the same thing happens.  They come inside and jiggle the wires and tell me someome will be out to fix it.  Maintenance they tell me.  This mantenance man is a mysterious person that is impossible to get a hold of. 

 

One time someone came out that told me he was maintenance and said he fixed the problem.  An hour later I had the same issues. 

 

As far as the issues I'm having... the internet will work just fine then all the sudden the connection will drop.  If I reset the modem it will come back on for another 20-30 minutes maybe.  If its on a weekend and all my neighbors are home it may not come back on at all.  It's pretty sad that I have my cell phone tethered to my computer right now just to get online to type this message.

 

I am so sick of Xfinity right now.  I pay them 120 some dollars of month for poor service.  I live in an apartment so pretty much my options are limited.  I dont even know who reads these messages or if it even matters that I'm typing this.  If they can't fix it this week I'm going to look into a 5g hotspot.

 

 

Frequent Visitor

Re: Can someome please fix my internet?

This is my current modem log

 

 

2019-06-23, 04:33:27 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2019-06-23, 04:33:03 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:32:56 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:32:40 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:32:26 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:31:37 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:31:28 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:31:12 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2019-06-23, 04:31:04 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:30:53 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:30:52 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:30:52 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:30:50 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:30:50 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:30:47 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:30:47 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:30:43 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:30:43 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:30:41 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:30:40 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:30:26 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 04:30:22 Critical (3) REG RSP not received;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Warning (5) ToD request sent- No Response received;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) DHCP failed - RS sent, no RA received;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 02:35:45 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 02:35:18 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 02:34:51 Critical (3) REG RSP not received;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 02:34:49 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 02:34:48 Critical (3) REG RSP not received;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 02:34:46 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 02:34:45 Critical (3) REG RSP not received;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 02:34:02 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 02:33:50 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
2019-06-23, 02:33:25 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f4:d8:50;CMTS-MAC=00:01:5c:9d:c2:46;CM-QOS=1.1;CM-VER=3.1;
Expert

Re: Can someome please fix my internet?

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?




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Frequent Visitor

Re: Can someome please fix my internet?

These are the signals right now.  But right now its connected.  I dont know if these numbers change when the connection drops

 

 

 

 

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment
Acquire Downstream Channel 465000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 12 465000000 Hz 8.0 dBmV 33.5 dB 1331004642 16705794 14546121
2 Locked QAM256 13 471000000 Hz 7.8 dBmV 34.0 dB 1554583691 19448882 18372896
3 Locked QAM256 14 477000000 Hz 8.5 dBmV 34.0 dB 1552704720 18931360 20979449
4 Locked QAM256 15 483000000 Hz 8.3 dBmV 34.5 dB 1557261955 18969326 16455909
5 Locked QAM256 16 489000000 Hz 8.3 dBmV 32.3 dB 1554877594 19238157 18592978
6 Locked QAM256 17 495000000 Hz 8.5 dBmV 32.5 dB 1550014240 18302087 16219396
7 Locked QAM256 18 501000000 Hz 8.3 dBmV 35.3 dB 1557000215 18834068 15738421
8 Locked QAM256 19 507000000 Hz 8.6 dBmV 33.2 dB 1554555915 18707303 18192211
9 Locked QAM256 20 513000000 Hz 8.4 dBmV 31.7 dB 1558448631 18642003 15538394
10 Locked QAM256 21 519000000 Hz 8.2 dBmV 32.6 dB 1556224176 18991253 17421174
11 Locked QAM256 22 525000000 Hz 8.3 dBmV 34.8 dB 1557326347 18459509 16863812
12 Locked QAM256 23 531000000 Hz 8.4 dBmV 34.4 dB 1557858356 18596321 16246834
13 Locked QAM256 24 537000000 Hz 8.9 dBmV 34.6 dB 1554835647 18366560 19469193
14 Locked QAM256 25 543000000 Hz 9.2 dBmV 34.4 dB 1557841910 18034284 16833548
15 Locked QAM256 26 549000000 Hz 9.2 dBmV 34.3 dB 1555892908 18186161 18600292
16 Locked QAM256 27 555000000 Hz 9.6 dBmV 35.2 dB 1555937862 17536751 19214952
17 Locked QAM256 28 561000000 Hz 10.0 dBmV 42.3 dB 1556942019 17574758 18169003
18 Locked QAM256 29 567000000 Hz 10.3 dBmV 33.0 dB 1554490297 17437778 20732901
19 Locked QAM256 30 573000000 Hz 10.5 dBmV 33.4 dB 1556646628 16626684 18250205
20 Locked QAM256 31 579000000 Hz 10.5 dBmV 36.0 dB 1556848812 16972454 18838652
21 Locked QAM256 32 585000000 Hz 10.7 dBmV 34.7 dB 1556194122 16223633 20252027
22 Locked QAM256 33 591000000 Hz 10.7 dBmV 35.5 dB 1559487027 16282033 16889887
23 Locked QAM256 34 597000000 Hz 10.7 dBmV 34.4 dB 1556165627 16168626 20414944
24 Locked QAM256 35 603000000 Hz 10.4 dBmV 39.7 dB 1540604531 14294990 14288185
25 Locked QAM256 36 609000000 Hz 9.9 dBmV 37.9 dB 1537688912 14847183 16585197
26 Locked QAM256 37 615000000 Hz 9.6 dBmV 35.0 dB 1540497792 13480825 15228501
27 Locked QAM256 38 621000000 Hz 8.1 dBmV 42.6 dB 1540934372 14560748 13729241
28 Locked QAM256 39 627000000 Hz 7.3 dBmV 38.9 dB 1539225989 13426705 16417215
29 Locked QAM256 40 633000000 Hz 7.2 dBmV 40.1 dB 1546620676 13322423 9181417
30 Locked QAM256 41 639000000 Hz 9.0 dBmV 36.3 dB 1539293488 13308636 16501728
31 Locked QAM256 42 645000000 Hz 9.7 dBmV 36.0 dB 1549018878 11854211 8242131
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 5 36100000 Hz 45.0 dBmV
2 Locked ATDMA 6 29600000 Hz 45.3 dBmV
3 Locked ATDMA 7 23000000 Hz 45.3 dBmV
4 Locked ATDMA 8 16500000 Hz 47.8 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 255 48 690000000 Hz 11.4 dBmV 37.3 dB 1348 ~ 2747 3112448007 3051186298 0
2 Not Locked 0, 255 0 0 Hz -5.4 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV
Expert

Re: Can someome please fix my internet?

The SNR is too low / out of spec on most of the downstream channels ! It  And the bit errors are very high. It appears that there is noise ingress leaking into the line(s) somewhere. I would get the techs involved again until it is fixed correctly. Show them this thread ! Good luck !



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Frequent Visitor

Re: Can someome please fix my internet?

These are the numbers when the connection is working properly but in 20-40 minutes the levels are going to drop to the previous ones then my connection will drop.   What do you think is causing the fluctation?

 

 

 

requency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>
Procedure Status Comment
Acquire Downstream Channel 465000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 12 465000000 Hz 8.0 dBmV 41.0 dB 44402233 645475 938968
2 Locked QAM256 13 471000000 Hz 8.0 dBmV 41.3 dB 42906626 652862 885483
3 Locked QAM256 14 477000000 Hz 8.4 dBmV 41.7 dB 42867593 643424 937925
4 Locked QAM256 15 483000000 Hz 8.4 dBmV 41.9 dB 42987174 649805 814436
5 Locked QAM256 16 489000000 Hz 8.4 dBmV 42.2 dB 42929081 649754 876419
6 Locked QAM256 17 495000000 Hz 8.5 dBmV 42.2 dB 42991144 646162 823051
7 Locked QAM256 18 501000000 Hz 8.4 dBmV 42.3 dB 43030014 657045 775252
8 Locked QAM256 19 507000000 Hz 8.6 dBmV 42.4 dB 42963785 645038 858650
9 Locked QAM256 20 513000000 Hz 8.4 dBmV 42.3 dB 43058764 651252 761008
10 Locked QAM256 21 519000000 Hz 8.2 dBmV 42.0 dB 42999152 651167 823985
11 Locked QAM256 22 525000000 Hz 8.2 dBmV 42.1 dB 43032037 645099 801073
12 Locked QAM256 23 531000000 Hz 8.3 dBmV 42.3 dB 43051992 651305 771714
13 Locked QAM256 24 537000000 Hz 8.7 dBmV 42.6 dB 42976240 639653 863612
14 Locked QAM256 25 543000000 Hz 9.0 dBmV 42.6 dB 43066725 636754 779588
15 Locked QAM256 26 549000000 Hz 9.1 dBmV 42.7 dB 43017091 637572 832289
16 Locked QAM256 27 555000000 Hz 9.3 dBmV 43.0 dB 43036453 627216 827901
17 Locked QAM256 28 561000000 Hz 9.7 dBmV 42.9 dB 43065582 629337 800494
18 Locked QAM256 29 567000000 Hz 9.8 dBmV 43.1 dB 43016649 625112 857866
19 Locked QAM256 30 573000000 Hz 10.0 dBmV 43.2 dB 43113120 616265 773814
20 Locked QAM256 31 579000000 Hz 10.1 dBmV 43.1 dB 43094455 620743 790540
21 Locked QAM256 32 585000000 Hz 10.1 dBmV 43.1 dB 43106993 610159 792119
22 Locked QAM256 33 591000000 Hz 10.2 dBmV 43.1 dB 43195967 610366 706646
23 Locked QAM256 34 597000000 Hz 10.1 dBmV 43.0 dB 43124550 610391 781751
24 Locked QAM256 35 603000000 Hz 9.9 dBmV 43.5 dB 43325315 595247 601751
25 Locked QAM256 36 609000000 Hz 9.4 dBmV 43.6 dB 43242879 602259 680700
26 Locked QAM256 37 615000000 Hz 8.9 dBmV 43.3 dB 43341325 584407 603864
27 Locked QAM256 38 621000000 Hz 7.8 dBmV 43.0 dB 43405653 600262 527229
28 Locked QAM256 39 627000000 Hz 6.4 dBmV 42.7 dB 43310176 586595 640484
29 Locked QAM256 40 633000000 Hz 6.9 dBmV 42.8 dB 43729674 516537 294498
30 Locked QAM256 41 639000000 Hz 8.1 dBmV 43.3 dB 43337841 581885 620578
31 Locked QAM256 42 645000000 Hz 9.2 dBmV 43.5 dB 43872987 440851 229484
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 5 36100000 Hz 36.3 dBmV
2 Locked ATDMA 6 29600000 Hz 36.8 dBmV
3 Locked ATDMA 7 23000000 Hz 36.5 dBmV
4 Locked ATDMA 8 16500000 Hz 36.3 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 255 48 690000000 Hz 10.7 dBmV 42.3 dB 1348 ~ 2747 89054307 87032144 0
2 Not Locked 0, 255 0 0 Hz -3.1 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV
Expert

Re: Can someome please fix my internet?

An intermittent line / connection quality problem somewhere.



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Official Employee

Re: Can someome please fix my internet?

Hello @Davis422, thanks for reaching out to our Forums! I'm sorry to hear about and see the connection issues you have been experiencing on your end. I would be more than happy to further troubleshoot this on my end and schedule a tech back out as well. Can you please send me a Private message including your name as it appears on the account? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “send a message".


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Official Employee

Re: Can someome please fix my internet?

@Davis422, I never received a private message from you or heard back from you on here, so I will be locking this thread. Please be sure to send me a private message if you still need assistance with this internet concern. Please create a new Public post for any new issues or concerns, we're are here to help! Thanks and we appreciate you being the best part of Comcast.


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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