An Xfinity supervisor came along with the technician to the house in the 4th visit.
I guess he used his brains an realized that the problem had to be elsewhere if the previous techs could not find anything wrong inside my house. They did some troubleshooting and found out the problem was in the amplifier a couple of houses away from mine. Apparently, they did not know that my neighbors were also complaining about the same issue. If they did, they would not be looking for the issue inside my house.
Anyway, they replaced the amplifier and the problem was fixed, After almost 4 weeks of aggravation, the problem was fixed and both TV and internet work well.
To add insult to injury, Xfinity billed for the tech visit, which they can do if the problem was inside my house an not on their equipment. This took another unpleasant and long interaction with Xfinity "WONDERFUL" customer service.
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I have exactly the same issue. I lose Internet and TV every night between 8:30 to 10:30 PM.
TV image starts freezing
Internet starts becoming very slow.
Motorola cable modem downstream signal levels start going outside allowed range > 15 DBmv
SNR(Signal to noise ratio) normally at 39 DB plus goes down to lower 30
No change to Upstream levels
Then I lose TV and internet. Outage duration varies from a few minutes to over an hour. Then it woek fine for the next 20 hours. I get dowload speeds of 180 Mbs download and 12 upload.
Xfinity sent technicians 4 times to my house and can't find anything. I have been telling them they should look in the equipment in the street. I guess they just like to come to my house. Another visit (4th) scheduled for tomorrow.
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My cable service has been going out every night (TV and Internet) for 3 weeks. I go through the modem and cable box reset routine every night. Sometimes the outage is 5 minutes, sometimes is more than one hour.
I call Xfinity, go through the normal troubleshooting again with them and eventually the TV and internet comes back.
Xfinity has sent technicians to my house 3 times and they do not find a problem. Usually, when they are here, everything is working.
Signals levels and error counts start going way up just before I lose connections on both TV and internet. One of the technicians said the signal level coming into my house was too high and that he was going to open a ticket to have the amplifiers in the street balanced. I have no way of knowing if he called it in or not. The issue continues.
I called Xfinity again today and they are sending the technician again to my house. I believe they are wasting time because they been here 3 times and did not find anything. I think the problem is in the equipment in the street somewhere.
Does anybody have a suggestion on how I can get Xfinity to troubleshoot this a little better or get to a higher support tier? I tried asking for a supervisor to no avail.
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