Community Forum

What does it take to have a tech just come out and fix the problem???? Connectivity / Speed issues

Frequent Visitor

What does it take to have a tech just come out and fix the problem???? Connectivity / Speed issues

How many times do i have to call comcast before they send a tech to fix a problem that is clearly outside of my appartment? I have chatted with support three times this week and the last person finally told me it was my modem, whihc they have in the past, and it was not. However to play nice, I ordered another (and a new coax cable) and just tried to install them. Self activation wouldn't work and there was an hour wait time to talk to any one. I checked the modem logs though and it had the exact same issues i saw on the old "bad" modem (that i have not even had for two years). 


Power levels seem fine but SNR doesn't seem good. this is the new modem (with out activation) but looks almost identical to the old modem, which i plugged back in as i couldn't wait an hour for some one to get on the phone. 


I am beyond irriatated. This is the third, maybe fourth time I will have had to get a tech out here to address speed and connectivity issues and I have tried to get this working with them 4 times this week. I work in tech, so i am not computer illeterate, and the fact that i saw the same SNR issues on the new modem as the old has told me enough that i have wasted time and money. I am also not so dumb to admit I know everything, so i will try to get the modem activitated. However it doesn't seem like activation would correct SNR issues, which I imagine is causing the speed and connection problems. Just like the rest of the world I am working from home and it sure is not good for me when I keep getting my work calls dropped becuase the internet connectivity cuts in and out so much..... 


Does any one from Comcast actually look at these forums? How can I get some one from tech support on the phone that isn't a level one phone rep? I assume they can see my modem logs so i would have thought the bad SNR would have tripped some one to something. I understand, especially right now, you can't send a tech out to every call. But when I have contacted support about this issues multiple times, and even before covid, it seems like its not an equipment inside the house problem. i have no splitters (in side the house) that i know of, its a direct coax from the wall to the modem. 


Channel IDLock StatusModulationFrequencyPowerSNR/MERCorrectedUncorrectables
13LockedQAM256507000000 Hz-5.2 dBmV29.8 dB00
10LockedQAM256483000000 Hz-4.5 dBmV41.3 dB00
11LockedQAM256489000000 Hz-4.7 dBmV41.2 dB00
12LockedQAM256495000000 Hz-4.8 dBmV30.0 dB00
14LockedQAM256513000000 Hz-5.2 dBmV39.1 dB00
15LockedQAM256519000000 Hz-5.0 dBmV28.9 dB37120
16Not LockedUnknown525000000 Hz-5.0 dBmV0.0 dB00
17LockedQAM256531000000 Hz-4.8 dBmV31.4 dB100
18LockedQAM256537000000 Hz-4.6 dBmV29.9 dB1010
19LockedQAM256543000000 Hz-4.5 dBmV35.5 dB00
20LockedQAM256549000000 Hz-4.5 dBmV40.7 dB00
21LockedQAM256555000000 Hz-4.5 dBmV40.7 dB00
22LockedQAM256561000000 Hz-4.5 dBmV40.7 dB00
23LockedQAM256567000000 Hz-4.5 dBmV40.4 dB00
24LockedQAM256573000000 Hz-4.6 dBmV40.5 dB00
25LockedQAM256579000000 Hz-4.8 dBmV40.4 dB00
26LockedQAM256585000000 Hz-5.1 dBmV37.1 dB00
27LockedQAM256591000000 Hz-5.4 dBmV36.2 dB00
28LockedQAM256597000000 Hz-5.3 dBmV39.2 dB00
29LockedQAM256603000000 Hz-5.4 dBmV40.3 dB00
30LockedQAM256609000000 Hz-5.2 dBmV40.0 dB00
31LockedQAM256615000000 Hz-5.3 dBmV40.0 dB00
32LockedQAM256621000000 Hz-5.5 dBmV40.5 dB00
33LockedQAM256627000000 Hz-5.5 dBmV40.3 dB00
34LockedQAM256633000000 Hz-5.7 dBmV39.8 dB00
35LockedQAM256639000000 Hz-5.7 dBmV39.6 dB00
36LockedQAM256645000000 Hz-5.6 dBmV39.9 dB00
37LockedQAM256651000000 Hz-5.6 dBmV39.7 dB00
38LockedQAM256657000000 Hz-5.7 dBmV39.6 dB00
39LockedQAM256663000000 Hz-5.7 dBmV39.7 dB00
40LockedQAM256669000000 Hz-5.8 dBmV39.5 dB00
41LockedOther722000000 Hz-6.6 dBmV37.0 dB179494560