I am beyond fed up with the service I have recieved about my problem!
Synopsis of issue:
I started noticing connection issues a few months ago, but they were "bearable".
After I hung up, I decided to do some investigation myself. I started looking at the log and signal information on my modem. I noticed the SNR was hitting 0.0 every so often and there were signal strenght errors. I am not sure how to read it all, but I took screen shots of the signals coming in. I rebooted the modem several times. tried adding on some splitters, thinking it may be too HIGH of a signal. Nothing has worked and I am still without internet, using my ATT&T hotspot to type this, maybe I will just move to them for TV and Internet TOO!
I am attaching the log I made to this. I am at a loss and this is my last ditch effort as I am positive the tech won't be able to do anything when he comes in 2 days.
Looks like you're going to need another tech to get this straightened out. Even if there is no issue at your home, they will be able to get the ball rolling to get this fixed. I also asked a corporate employee to take a look at your modem/node health -- you can expect a reply in this thread.
FYI: They owe you a $20 credit for every tech visit after the first for the same problem. You can also get a credit for your service from the time you first reported the issue until it is resolved.
@nerdburg Thank you for your reply. I was on the phone with Comcast all day and an AWESOME support agent, all I got was his name and number (Isaiah /Operator ID: 4G4) worked with me intently to help resolve. We did a lot of testing and back and forth. The internet came back up just about 30 minutes ago, which it has been doing that.
I did another test additionally to what I mentioned above. In my close neighborhood I have someone who has a broadcasting "xfinitywifi" signal which I tried to join. I was able to join it, but just like my internet (I have personal modem/router) the internet connection didn't work. So right there we definitely determined it is not an issue related to just me.
We also noticed on the cable modem Status page that the Procedure "DOCSIS Network Access Enabled" was saying "Denied" when the internet wan't working. It is now saying "Allowed". After Isaiah spoke with a supervisor they are assuming there is a CMTS issue in my neighborhood where the Fiber/Coax convert which is causing bad line signal and fluctuations.
I have another tech, hopefully a line tech coming tomorrow to look at the lines in my neighborhood. If that doesn't fix the issue, then it may be a Head End problem. I am reluctantly looking toward another outage tonight at the good old trusty 9pm time I am sure.
I can take a look at the modem and node health in your area. I'd also like to follow up after your tech visit to make sure everything was taken care of for you.
Can you please verify your first and last name, full street address, and the phone number or account number associated with your services in a private message?
To send a private message click on my name "ComcastChe", then click private message me.
Somewhat similar problems. For the past 5 nights, we have had issues with a node starting at app. 6:00 pm that would cause an outage of internet, voice, and tv for our entire neighborhood. Made numerous calls to tech support/customer service but the problem gas not been fixed.