Community Forum

Over a week of problems

hapllo181
Frequent Visitor

Over a week of problems

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. sb-1.PNGsb-2.PNGsb-3.PNGsb-4.PNG

EG
Expert

Re: Over a week of problems

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.



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!
hapllo181
Frequent Visitor
EG
Expert

Re: Over a week of problems

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!
ComcastMorgan
Official Employee

Re: Over a week of problems

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


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!
hapllo181
Frequent Visitor

Re: Over a week of problems

Maintanance crew was out here at the comcast box at end of street today and it did get better for 3 hours or so and now back to T3 timeouts every 1 minute to 2.

hapllo181
Frequent Visitor

Re: Over a week of problems

As of this morning t3 timeouts, dynamic power violations. 16 consecutive timeouts. On phone they say I can have a virtual tech call in 8 days. Someone at Comcast please help. I work from home and losing money every day.
ComcastMorgan
Official Employee

Re: Over a week of problems

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!
hapllo181
Frequent Visitor

Re: Over a week of problems

Another night where errors start like crazy. I should not have tried to reset modem and lost some of error log. was fine from 3:45pm or so till 6:25 and now t3 time-outs, loss of sync, dynamic range window violation, Commanded power exceeds value corresponding to the top, and so on and so on.

I was suppose to get a call back from a higher level tech by 6pm, and like every other call back or appointment it has been cancelled. I am going on 12 days and phone support says they can see modem so everything is fine. I get private messages about speed tests but no answer on the errors or the pingplotter showing this connection is completely useless. I tell the techs on phone this past monday while a xfinity service truck was at the node at end of my street that the internet was great till about 30 mins to hour after we left then back to useless.

 

 

https://imgur.com/EXF00JD

hapllo181
Frequent Visitor

Over a month and no fix in sight

So this is now going on over a month without any fixes. I had had many cancelled appointments and had to get in touch with the corporate office. Have had 2 days of different techs and still problems. I am at the point of cancelling and filing complaints with the FCC and Florida state attorney. Still massive packet loss. Still unusable. Still errors constantly on modem. Up to 6 different modems now have been tested. New wire from pole to house from comcast. New wire from box outside house to the modem with 0 splitters or anything. Attached are the screenshots from today. This is everyday errors constantly for over a month. Before this I have been at this address with 0 problems for over a year. https://imgur.com/fD4fumd https://imgur.com/szO4gye https://imgur.com/hv2JXHX https://imgur.com/6ReUEzr
EG
Expert

Re: Over a month and no fix in sight

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!
hapllo181
Frequent Visitor

Re: Over a month and no fix in sight

I can add new tech today showed up. He asked about our modem, my gf was home as I didnt expect a tech today at all. GF told him we have been through 4 per customer service and 2 on my own. Tech went to pole then disappeared. Didn't say anything to us or anything. Just left.

ComcastMichael
Official Employee

Re: Over a month and no fix in sight

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!