Gigabit connection/speed issues with multiple modems

[mkarpo]

Modem(s): Netgear CM1000v2 and Arris SB8200

Same issues on both modems. T3 and T4 errors in the logs, have not achieved anywhere near gigabit speeds (topped out around 360mbps), multiple disconnects throughout the day.

Both myself and my wife work from home at this time, so connectivity is key.

I have gone through all of the troubleshooting steps in the sticky. Watched the youtube video multiple times. Gone through checking for splitters, used two different two-ways and a three-way with a cap. Even went to so far as to buy another $200 modem and have all the same issues.

Had a line tech come out Monday and inspected from the pole to the house (cannot come indoors, SE Michigan). Other than an indoor filter and a loose connection in the outside box, he said there should be nothing wrong with my connection from out there.

Prior to resets today, there were a lot of UNCORRECTABLEs as well, both OFDM and downstream channels.

[mkarpo]

Continues today. Random disconnects. Did have outages early this morning (just hard rain?) but the T3/T4 errors are persistent.

Battling disconnects drops me off my VPN and Microsoft Teams meetings.

Can't get links to work for images.

Downstream: https://imgur.com/Ovxk0bl

Upload: https://imgur.com/7ItQMzN

LOG:https://imgur.com/6By3iem

This is a common log when I use my other DOCSIS 3.1 router, the Surfboard SB8200

https://imgur.com/a/EtY78ss

https://imgur.com/8PllZOq

https://imgur.com/8PllZOq

[EG]

The upstream is still too high. Get the techs re-involved ! Good luck !

[mkarpo]

Just spent two hours with a tech, checking everything from the pole to my modem. He was completely stumped at my speeds and event log errors with my setup.

-Replaced coax fittings

-removed un-needed MOCA filters

-switched out my splitter

-check line from the pole, to my grey exterior box, to my first splitter inside the house, to my modem.

-Tested speed on multiple devices

-tested upstream and downstream power levels

Collectively, we came to the conclusion that this issue is beyond my house, somewhere on the poles. However the tech stated that he HIGHLY doubts a bucket truck will come out to inspect the lines/nodes with only my complaint. So now I have to play community organizer, getting all of the comcast customers to call and complain.

Can anyone suggest the best way to go about getting bucket trucks out to inspect poles/nodes?

[EG]

It's actually up to the premises facing techs to escalate an issue to their line maintenance dept. techs. Good luck with it !

[mkarpo]

Yep, he stated that he escalated it but that he highly doubts a truck will come out unless they have one in the area that isn't already assigned tasks for the day. Which is rare. "I've esclated customer's with a LOT worse issues than you and they didn't come out".

All that said, he was VERY helpful and knowledgeable. Just couldn't help with the issue...

[JD206]

Sorry to hear about your experience. I'm also in the same boat. I've got the Xfinity Extreme Pro Internet plan with two moca adapters set up like how most YouTube videos have it set up. Upstairs hardwire connection is fine at  ~500mbps while the downstairs moca adapter (thru another router configured as access point mode) is only at around 80mbps. It hit around 160mbps once for an hour then dropped back down to around 80mbps. I wonder if that's an issue with the coax line that goes from the amplifier to the downstairs wall connection? Sorry I'm not much of help, but just wanted to get this thread going to see if we can get a response from an authorized expert.

[mkarpo · Accepted solution]

Final reply on this thread.
After weeks of disconnect issues and techs not believing me or my neighbors, a bucket truck was finally sent to our area and worked on the primary node in our area. Since then there's been no daily disconnects.

I wish there were an easier way to get line techs out, besides multiple complaints from multiple customers in an area.

As for speed, still not hitting anywhere near gigabit. I give up on that front and will be calling to reduce my plan speed, and hopefully save a few bucks.

My advice: continuous badgering of customer service.
Good luck everyone.

[EG]

Marked "answered" thread now being closed.