Internet and TV problems after Comcast experienced a power outage. (Modem and cable card tuner)

[evox81]

About a month ago, Comcast experienced a power outage that knocked our service out for hours. Ever since then, both my modem and my cable card tuner are having issues. The cable card tuner bounces between have a "weak" or "none" for OOB Lock. However, it still seems to tune channels correctly a majority of the time.

The internet on the other hand is not fine. After a modem restart, I will get good speed for a while, however download speeds slowly degrade over the course of a few days with high latency. Uploads do not experience this degradation.  The automated phone service indicates that errors are found when performing a "modem scan". 

Looking in to my modem's admin page, I see that a couple of channels seem to be having problems, with one being particularly bad. Considering the timing following the power outage, a lack of any changes in my cabling or configuration, and the fact that both devices are experiencing problems that didn't occur before, I feel like this is most likely not on my end. The fact that uploads continue to function properly would seem to suggest this is not a bad cable or similar issue on my end. 

What are my next steps?

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected 1 Locked QAM256 13 531.0 -2.9 39.5 17890 1260 2 Locked QAM256 42 405.0 -3.5 39.6 1396 347 3 Locked QAM256 43 411.0 -3.6 39.7 677 398 4 Locked QAM256 44 417.0 -3.4 39.6 1462 247 5 Locked QAM256 45 423.0 -3.0 39.7 1011 234 6 Locked QAM256 38 429.0 -3.0 39.7 372 248 7 Locked QAM256 39 435.0 -2.7 39.8 198 93 8 Locked QAM256 40 441.0 -2.5 39.8 294 253 9 Locked QAM256 41 447.0 -2.4 39.8 341 260 10 Locked QAM256 1 453.0 -2.0 39.8 232 65 11 Locked QAM256 2 459.0 -2.1 39.8 271 94 12 Locked QAM256 3 465.0 -2.2 39.8 440 97 13 Locked QAM256 4 471.0 -2.2 39.5 2297 4880 14 Locked QAM256 5 477.0 -2.1 28.8 415339007 25821194 15 Locked QAM256 6 483.0 -2.1 33.5 882126 1019 16 Locked QAM256 7 489.0 -2.4 38.8 10061 511 17 Locked QAM256 8 495.0 -2.9 39.7 17101 2493 18 Locked QAM256 9 507.0 -2.7 40.2 15352 2727 19 Locked QAM256 10 513.0 -2.9 39.1 15345 2328 20 Locked QAM256 11 519.0 -2.9 34.8 28883 1075 21 Locked QAM256 12 525.0 -2.9 34.3 13803 820 22 Locked QAM256 14 537.0 -3.3 33.4 47854 1716 23 Locked QAM256 15 543.0 -3.5 37.6 5786 229 24 Locked QAM256 16 549.0 -3.4 39.9 85 0

[CCAndrew]

Have a tech out channels14,15,20,21,22 have bad SNR contributing to what you see

[evox81]

I called technical support. The rep I spoke to was following a script and told me that everything is fine. I attempted to explain the information I copied/pasted above, but it completely went over her head. The automated service tells me there are "errors on your modem" but her "tests" showed everything was fine. She just couldn't comprehend the highly technical information I was trying to relay. She eventually defaulted to telling me to contact the manufacturer of my router (the problem has persisted through two routers, another fact she wouldn't listen to). Any suggestions for getting in touch with someone that can actually go off script and hear the things that I'm telling them?

[CCAndrew]

@wvox81
It’s been escalated to an Official Employee to help with getting a tech out. Expect a response here

[ComcastJosephW]

Hi there, evox81, thanks so much for reaching out to us over our Community Forums! I'm so sorry to hear about the continued issues you're having with your modem/internet services as it's never the experience we'd like for our valued customers to have! Your business is sincerely important to us and we'd like to have this all corrected ASAP.

So that I can take a closer look at the situation and also set up a tech appointment if needed, please send us a private message by clicking my name "ComcastJosephW" then select "Send a Message" on the right side with your name and service address to get started. Thanks once again for all your time and patience throughout this process! 

[evox81 · Accepted solution]

After filling out a negative customer satisfaction survey, I finally got someone to take me seriously. The tech visited today and found problems with the cable from the curb to my home. Replacing the cable has resolved the signal quality problems being reported by the modem. Hopefully the degrading performance over time doesn't return.