I've been dealing with this for months. Had my XFinity gateway replaced twice. Ended up buying my own modem. Of course, none of this helped as it is an external infrastructure problem.
I've spend literally dozens of hours in chats with XFinity support, being told pearls like "sometimes when there's many electronics in a house, the outlet doesn't have enough power so you don't get full Internet speeds").
For the last 32 hours I am stuck at 32/10 mbps (I pay for 275/10). XFinity scheduled a technician for Monday (11/11) and I tried repeatedly to make it is absurdly clear that the guy needs to check the pole, check the node, consider why something creates an intermittent problem. More likely, he's gonna call me Monday to say "Hey, I looked at the signal, it's fine" and I'll be left with the same problem.
Today I cancelled the Blast Tier (why pay for 275/10 mbps if you receive 32/10 mbps right) and I am practically sure I will be cancelling the service after the technician visit Monday.
If anyone has any idea on how to get Comcast to fix a problem like this, I'd like to hear it.
I really can't deal with this anymore, I"m exhausted.
A few minutes later, after the 14th reset of the day....
|Acquire Downstream Channel||543000000 Hz||Locked|
|DOCSIS Network Access Enabled||Allowed|
|Downstream Bonded Channels|
|Channel ID||Lock Status||Modulation||Frequency||Power||SNR/MER||Corrected||Uncorrectables|
|9||Locked||QAM256||543000000 Hz||-1.1 dBmV||33.4 dB||0||0|
|1||Locked||QAM256||483000000 Hz||-1.2 dBmV||39.1 dB||0||0|
|2||Locked||QAM256||489000000 Hz||-0.6 dBmV||39.4 dB||0||0|
|3||Locked||QAM256||495000000 Hz||-0.7 dBmV||39.4 dB||0||0|
|4||Locked||QAM256||507000000 Hz||0.0 dBmV||39.4 dB||0||0|
|5||Locked||QAM256||513000000 Hz||-0.3 dBmV||39.3 dB||0||0|
|6||Locked||QAM256||519000000 Hz||-0.3 dBmV||38.6 dB||0||0|
|7||Locked||QAM256||525000000 Hz||-0.7 dBmV||30.3 dB||4||0|
|8||Not Locked||Unknown||531000000 Hz||-0.9 dBmV||0.0 dB||0||0|
|10||Locked||QAM256||549000000 Hz||-0.5 dBmV||39.2 dB||0||0|
|11||Locked||QAM256||555000000 Hz||-0.3 dBmV||39.2 dB||0||0|
|12||Locked||QAM256||561000000 Hz||-0.1 dBmV||39.3 dB||0||0|
|13||Locked||QAM256||567000000 Hz||-0.3 dBmV||31.2 dB||0||0|
|14||Locked||QAM256||573000000 Hz||-0.6 dBmV||30.4 dB||0||0|
|15||Locked||QAM256||579000000 Hz||-0.3 dBmV||31.3 dB||0||0|
|16||Locked||QAM256||585000000 Hz||0.0 dBmV||39.3 dB||0||0|
|17||Locked||QAM256||591000000 Hz||0.6 dBmV||39.3 dB||0||0|
|18||Locked||QAM256||597000000 Hz||0.4 dBmV||39.4 dB||0||0|
|19||Locked||QAM256||603000000 Hz||0.1 dBmV||38.4 dB||0||0|
|20||Locked||QAM256||609000000 Hz||-0.5 dBmV||38.7 dB||0||0|
|21||Locked||QAM256||615000000 Hz||-0.5 dBmV||39.1 dB||0||0|
|22||Locked||QAM256||621000000 Hz||-0.2 dBmV||39.2 dB||0||0|
|23||Locked||QAM256||627000000 Hz||0.0 dBmV||39.1 dB||0||0|
|24||Locked||QAM256||633000000 Hz||0.1 dBmV||39.1 dB||0||0|
|25||Locked||QAM256||639000000 Hz||-0.7 dBmV||39.0 dB||0||0|
|26||Locked||QAM256||645000000 Hz||-1.1 dBmV||38.8 dB||0||0|
|27||Locked||QAM256||651000000 Hz||-1.6 dBmV||38.5 dB||0||0|
|28||Locked||QAM256||657000000 Hz||-1.6 dBmV||38.8 dB||0||0|
|29||Locked||QAM256||663000000 Hz||-1.2 dBmV||38.9 dB||0||0|
|30||Locked||QAM256||669000000 Hz||-1.2 dBmV||38.6 dB||0||0|
|31||Locked||QAM256||675000000 Hz||-1.5 dBmV||38.5 dB||0||0|
|32||Locked||QAM256||681000000 Hz||-2.2 dBmV||38.5 dB||0||0|
|159||Locked||Other||722000000 Hz||-1.8 dBmV||37.2 dB||15016146||0|
|Upstream Bonded Channels|
|Channel||Channel ID||Lock Status||US Channel Type||Frequency||Width||Power|
|1||1||Locked||SC-QAM Upstream||30100000 Hz||6400000 Hz||48.0 dBmV|
|2||2||Locked||SC-QAM Upstream||36500000 Hz||6400000 Hz||48.0 dBmV|
|3||3||Locked||SC-QAM Upstream||17300000 Hz||6400000 Hz||46.0 dBmV|
|4||4||Locked||SC-QAM Upstream||23700000 Hz||6400000 Hz||47.0 dBmV|
Current System Time: Fri Nov 8 17:17:19 2019
I tried new splitters, no splitters (hooking the modem directly to the first point of connection, to bypass all the house wiring). Not to mention 3 modems... I strongly believe it's external. But since it's somehow intermittent, it's simply dismissed by Comcast.
Neighbors also complain about instabilities, but they're not tech savy enough to have any idea what is going on.
It's a nigtmare.
What were your levels at point of entry to compare with your original post
I do not have a screenshot. What I tried, more than once, is when the poltergeist begins (the modem signals and "uncorrected" count go haywire, speeds become terrible and the modem loses sync after a minute) I moved it to the point of entry, to see if it would behave the same (if not then the interference would have to be in the internal wiring).
All 3 modems did behave the same and we're unable to connect. So at this point I became more certain that it's something external.
Also: when it happens, I always try to connect to the neighbors xfinitywifi networks and they are always offline, meaning their modems are also down.
Problem is, when try to communicate all of this to Comcast, they respond by trying to upsell me home security or voice stuff, by offering me discounts, by pretending to not understand any of the things I report or with nonsense ("which browser do you use?" , etc).