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Months with daily outages. Look at my signals. I think I have no other option but to cancel...

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Months with daily outages. Look at my signals. I think I have no other option but to cancel...

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"). Smiley Sad

 

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.

 

https://ibb.co/TtLvK3c

 

xfinity_08112019_04:29pm.jpeg

 

A few minutes later, after the 14th reset of the day....

 

Procedure Status Comment
Acquire Downstream Channel 543000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
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

Diamond Problem Solver

Re: Months with daily outages. Look at my signals. I think I have no other option but to cancel...

The tech needs to check out the SNR, as it is tanking on a handful of channels (should be a minimum of 35). That doesn’t necessarily mean it’s an outside issue, could be interior cable. Hook up your modem before any splitters in the house for comparison purposes

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Regular Visitor

Re: Months with daily outages. Look at my signals. I think I have no other option but to cancel...

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.

Diamond Problem Solver

Re: Months with daily outages. Look at my signals. I think I have no other option but to cancel...

What were your levels at point of entry to compare with your original post

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Re: Months with daily outages. Look at my signals. I think I have no other option but to cancel...

 


@CCAndrew wrote:
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).