Regular Visitor
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6 Messages
Internet issues for nearly a year, please help!
Oh goodness, where to even begin? So, we've been having internet issues for nearly a year now. We will completely lose connection consistently, internet drops and severely reduced speeds when it does reconnect. We had tech after tech come out, and we got no where.
The prevailing opinion of the tech support was because we used our own modem and router, the issue was on our equipment. We purchased a brand new modem and router, and the problems continued. Frustrated, we gave in and leased equipment from Comcast. Guess what? The problems still continued!
Throughout all of this, I noticed issues with the downstream SNR levels and loads and loads on uncorrectables (reaching into the billions). I also noticed the event log spitting out errors. I finally asked for a new line to be ran outside my house. Lo and behold, we had the best internet we had ever experienced. Zero signal degredation, barely any uncorrectables, no interent drops and blazing, consistant speeds (we pay for the gig speed plan). I was so thrilled that after almost a year of issues, we had finally corrected the problem.
Well, not so fast. The third party company that Comcast uses in our area to bury lines complely messed us up and cut our internet completely. They disconnected our internet entirely and we had zero service. Now we are back to having issues after a tech came and rerouted the line from outside our house, and we can't get anyone to assist in going back and fixing it the way the inital tech did.
What do we do now? I haven't been able to get ahold of the local superviser in charge of our case, and due to everything going on with COVID-19, my wife and I are having to work from home while our children do distance learning with school from home, meaning interent is crucial right now. Please, help! Any assistance is greatly appreciated!
I am attaching screenshots below of our current signal levels, uncorrectables (after restarting the modem this morning), and the event log. Thank you in advance for any help!
Dunraven
Regular Visitor
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6 Messages
5 years ago
Unsure if the pictures are working correctly. If not, below is a copy/paste of the event log and signal levels:
The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.
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Dunraven
Regular Visitor
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6 Messages
5 years ago
Hi, all.
Anyone have any thoughts on my issues? I'm at my wits' end. I've tried to do as much troubleshooting and testing on my end that I can do -- testing via wifi, ethernet, with router, without router, plugged directly from the modem into my PC, using splitters, not using splitters, using different rooms coaxial connection -- I don't know what else I can test myself.
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BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
Then lean on Comcast harder. Several of the downstream channels have out-of-spec (too low) SNR.
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Dunraven
Regular Visitor
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6 Messages
5 years ago
I appreciate the reply, @BruceW. I'm unsure the best course of action to try and gain Comcast's assistance at this point. If I call the 1-800 number, I get the same old, same old. I was given the number of a local supervisor, but he has not returned my calls or messages for over a week now. As I mentioned previously, I've been dealing with this closing in on a year now. It's nothing new; it just never gets resolved. What typically happens is a tech will start diagnosing, and we'll start to make head way until, seemingly out of nowhere, we get dropped from all contact for weeks or months, and then we start from square one again.
I figured I'd try here on these forums as this was one of the areas I hadn't tried yet, but it seems no one is able to chime in besides you. I don't know what else I can or should do at this point. We've had Comcast for years, but it may be time to start looking at other alternatives, I guess?
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BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
If an employee doesn't respond to your messages here, you might give the form at https://support.xfinity.com/svp-contact-form a try. Be aware that responses from that office vary enormously, from very useful to nonsensical.
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