Community Forum

No service

ken68dart
New Poster

No service

Your service tech was onsite this afternoon to fix our internet line. He found a inline ampliphier installed several years ago had failed. He stated that we did not need it any more and bypassed it. We are still having troubles. Now both modems in the building are having the same issues. I need to have this problem this fixed immediately. It is also affecting my two disabled sons phone because it is down in there apartment.

As far as your customer service phone system, I have spent 3 hours on the phone answering the same questions and never getting to talk to a person. Even tonight I was talking to your tech and was diconnected.

I need some kind of a human response on when this getting fixed. Btween the 3 accounts we are paying about 400.00 amonth for inadec=quate service. I am not going to pay for a service call that did not fix the problem. 

EG
Expert

Re: No service

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652

 

 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
ken68dart
New Poster

Re: No service

All the info that you stated has been checked. Even last night Comcast could not talk to the modems. This issue is affecting two modems, phone service, cable TV reception. Both modems are on the same line. Now the Comcast tech was here yesterday and said the line amplifier had failed and that was the problem. He bypaseed it and said we were good. An hour later the same problem came back. Now I spent two hours on the phone last night trying to get thru the computer and finally talked to a human. He could not fix the issue and they are sending another tech out today to try and fix it. 

Now I understand that if just one item was having a issue that would be easy to isolate. But, when everydevice on the line is having the issue then it is a system problem. Now we can check and it will work for a while and then goes down again.

EG
Expert

Re: No service

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.




I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!