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Frequent Disconnects: Unlocked Channel Bonding, Low Downstream SNR, High Upstream Power, T3 T4

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Frequent Disconnects: Unlocked Channel Bonding, Low Downstream SNR, High Upstream Power, T3 T4

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I am at wit's end. I've had a dozen disconnects per day, and 3 technicians in one week. Technician 1 who came during activation asked me what he's supposed to do. He never left his van. after he left, my internet never said activated in my account and I was experiencing roughly two drops per hour. After dispatch sent out another tech, who never texted me his arrival, never contacted me. didn't do anything and left. the third tech was the first tech again, this time saying "whoever did my cable [supposed to have been him] hooked me up to another ISP." I tried asking what he did, he refused to tell me anything, hung up and left. so now I'm back to falling thru the cracks of modem manufacturer pointing to ISP and ISP for thinking I've dialed up the wrong department bc xfinity customer service doesn't speak a lick of anything technical. I've already done multiple factory resets on modem, been in email + chat for days on end w/ modem manufacturer. I've had 3 tech visits in the span of 3 days, each time only doing the bare minimum before rolling off ASAP w/o assuring problem truly fixed. These error msgs occur as soon as my latest factory reset. signal continues to drop 1-2x daily.

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Re: Frequent Disconnects: Unlocked Channel Bonding, Low Downstream SNR, High Upstream Power, T3 T4

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.



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Re: Frequent Disconnects: Unlocked Channel Bonding, Low Downstream SNR, High Upstream Power, T3 T4

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Re: Frequent Disconnects: Unlocked Channel Bonding, Low Downstream SNR, High Upstream Power, T3 T4

You have a horrible connection !!

 

That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

In a self troubleshooting effort to try to obtain better connectivity, 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.



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Re: Frequent Disconnects: Unlocked Channel Bonding, Low Downstream SNR, High Upstream Power, T3 T4

I have a brand new RG6 coax hooked straight into wall connector. it's the only connector I have. I'm not sure how things are set up on the outside since that is part of comcast property and it's on the roof. I've just had my 4th tech do the same thing as the 2nd tech, I see a truck, no contact. I see a truck leave. I scheduled my 4th appointment after extensive explanation via phone regarding the situation w/ the 3 tech services I've had so far. Agent took extensive notes indicating to make sure to verify problem is resolved before technician leaves. alas, end result is the same.

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Re: Frequent Disconnects: Unlocked Channel Bonding, Low Downstream SNR, High Upstream Power, T3 T4

as of the latest automation updates, I can no longer get hold of a human. it's stuck in an infinite loop of automated resetting my modem that does nothing to resolve my problem. nonstop T3 errors leading to another T4 dropout this morning.

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Re: Frequent Disconnects: Unlocked Channel Bonding, Low Downstream SNR, High Upstream Power, T3 T4

a 5th supposedly senior tech just came saying everything he needs to do could've already been done remotely online via a computer and he doesn't need to be here. everything is good on their end. after I've begged him to inspect outside cables he finally grabbed a ladder. he tells me external wiring isn't part of their job and leaves.

 

edit: apparently that wasn't the senior tech and comcast somehow double booked me multiple techs in the same time slot.

also, 6th tech is the charm. now everything looks w/in spec.

 

moral of the story is, be prepared to call at least 6 times, also chat (online + via txt) a dozen times before getting thru to a human who can get thru to a dispatcher EACH TIME you want a technician out. and be prepared that unless it's a senior tech, the 5 service requests you put in nothing will get done. and the dozens of contact per technician request multiplied by 6 is how many times you'll have to repeat your story to each rep to hopefully get someone who will come out here and do their jobs besides blaming personal equipment or "we don't do outside wiring."

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Re: Frequent Disconnects: Unlocked Channel Bonding, Low Downstream SNR, High Upstream Power, T3 T4

Glad you finally got it straightened out ! This thread is now being closed.



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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