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For over a week I have been calling in with problems with my internet connection. Before 10 days ago my average down was 940mb and up was 41, over last 9 to 10 days its all over with huge amounts of packet losss. Support said change modem from xb6 to xb7. I did, then again they said change it maybe bad modem. 3rd time I went and bought an arris sb8200. It has been slightly better but still huge problems. Techs on phone say no signal problems but my event list says different. I have even gone to the point of directly connecting the modem to the line outside coming from the pole to check if it is inside wiring. Same problem. I will attach pictures of the current signals and events from the last reset of modem this morning. Added I have had 3 techs schduled to be here and all 3 have been cancelled without telling me even.
Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.
Or copy all of the text of the status page and paste it into the body of your next post here.
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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.
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The signal stats are o/k for the most part except the SNR is too low / out of spec on some of the downstream channels. And the error log entries do indicate that something is going on. Seems that there is noise ingress into the line(s) somewhere.
And there are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
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!
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!
Hi, hapllo181. Very sorry to hear about the trouble you've experienced recently. We want to help. I would like to pull up your account, check some diagnostics, and discuss our options. Please send me a PM with your first and last name and I will get back to you as soon as possible.
To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side
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Hi again, hapllo181. I will continue to work with you in our PM we have going. There are still some technician appointment limitations involved, so appointments don't quite run the same way they normally would just yet. We are here to help and I will work with you to see what we can do. For the time-being, we can discuss diagnostic findings and hopefully troubleshoot a small amount. It's possible we open a request from there that can help us in identifying more of an area issue that gets handled differently than a regular appointment would. Hopefully then we will be able to check and monitor progress. I will talk with you more here shortly.
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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I'm going to re-escalate your issue.
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!
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!
Hello, @hapllo181! Thanks for letting us know this issue is still going on. This is certainly not the experience we want for you, especially now when people are relying more on their internet connection more than ever. I would like to have a look at the signal as well as the neighborhood node to see what's going on. Can you please send me a PM with your first and last name so I may further assist you?
To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
