About NoNoBadPuppy

I wonder if I amy impose upon you once again.  After 24 hours, my upstream and downstream have been stable, and my speeds have remained where they should be, but there are a lot of errors in the event log.  I made copies of the power levels and the errors before and after a reboot today.  I will post the first page of the error log below; can you please tell me if anything there requires attention?  Thank you.  ... View more

Technician just left.  He found and corrected two issued, both at the drop on the pole.  First was a loose connection on that end of the line that goes to our home.  The second one should have been corrected by previous tech visits but wasn't.  The house next door to us, which shared that same drop, burned down two years ago.  There was still a length of coax hanging from the drop; it had been cut (so was not properly terminated), and was just hanging down.  He romoved that, and made sure all connections involved were tight and terminated properly.  Signal looks good now.  Hope it stays that way.  I also asked about DOCSIS 3.1, and it is not yet available in my area (i am rural and remote).  We are scheduled to have the necessary upgrades to infrastructure done soon, and then it will be avaialble,   Once again, thank you for you time and help.    ... View more

Thank you!  I just found out that DOCSIS 3.1 is not available in my area yet, but it is scheduled to be avaialable in the not too distant future.    ... View more

I told the rep that 'we won't send out a technician" was not an option.  I told him that telling me I had to buy their x6 modem was not an option.  I told him that the boilerplate they read from about rebooting, etc, was no longer an option.  I told the rep I wanted to speak to his manager.  Manager refused to speak to me.  Rep offered to send me over to 'retention'.  I told him that was not an option.  I told him that after weeks of this back and forth, the only option was to have my case escalated.  His manager finally agreed, but only because they didn't want to have to deal with me anymore.  I was transferred to a technician in the U.S., named Kaylee.  She reviewed my case history, and agreed that it was time to send out a higher level technician.  I have an appointment tomorrow between 8 and 10 am.  The tech will check the line outside, and if necessary, install an amplifier.  He may have to come inside to verify signal levels at the modem, which I would assume would be a given.  I am hoping it goes well.   Thank you for your time in this regard. I have not been this frustrated in dealing with an entity is a very, very long time.  If Comcast were not the only provider in my area, I would have been long gone.  The only other option is satellite at 3 Mbps download and 128k (!) upload.  Yikes!     ... View more

Thank you.  You are confirming what the Arris tech told me when we looked at the signals with them. THe problem I face now is that when I call comcast support, they have me go through the routine of rebooting the router, and as stated immediately after reboot signal levels are good and I get good speed.  At that point, they tell me 'everything looks good' and ends it.  I cannot get anyone to inderstand that after replacingn all lines inside and out, replacing router and modem, I have eliminated any potentional problems in my home.  They will not send out anyone to actually look at the signal strength. I called about this situation, and they told me they will not send out a technician; that I need to buy their modem (after I have already bought a new modem, a new router, and had all the lines from the treet to my home and all the cables and spliiters in my house replace by the same tech.  I have never been so frustrated with a situation as I am with this one.   ... View more

Sorry for the delay.  My wife had surgery two days ago, and we've been busy keeping her comfortable.   Here are the numbers from the modem.  They were measured after a hard reset of the modem, and with only a desktop computer hardwired into the active port.   Working with a technician at Arris. I was told that my upstream power levels are below what is considered adequate, which the tech stated was abouve 45 dBm.   There are no DOCSIS 3.1 channels bonded. I am on a 200 Mbps tier, so I am wondering if DOCSIS 3.1 is simply not available on my package.    When the modem is rebooted, I get between 195 - 230 Mbps download measued by wired connection, but it will drop incrementally over time to as low as 30Mbs.  I have had the line from the pole to the house replaced, all coac in the home replaced, replaced the router and modem.  I have effectively eliminated all possible failure points in my home.   I wish that the cause of the problem could be found.  Does xFinity throttle home users?  I am on the standare 1.2 TB data cap, but never come anywhere near the limit, and have never gone over.  Startup Procedure Procedure                                                                      Status                                                 Comment Acquire Downstream Channel                                           573000000 Hz                                       Locked Connectivity State                                                             OK                                                      Operational Boot State                                                                        OK                                                      Operational Configuration File                                                            OK Security                                                                           Enabled                                               BPI+ DOCSIS Network Access Enabled                                      Allowed Downstream Bonded Channels Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables 41 Locked QAM256 573000000 Hz -7.0 dBmV 39.0 dB 0 0 13 Locked QAM256 399000000 Hz -6.0 dBmV 39.6 dB 0 0 14 Locked QAM256 405000000 Hz -2.7 dBmV 40.6 dB 0 0 15 Locked QAM256 411000000 Hz -1.9 dBmV 40.7 dB 0 0 16 Locked QAM256 417000000 Hz -1.6 dBmV 40.7 dB 0 0 17 Locked QAM256 423000000 Hz -2.1 dBmV 40.8 dB 0 0 18 Locked QAM256 429000000 Hz -2.9 dBmV 40.5 dB 0 0 19 Locked QAM256 435000000 Hz -2.4 dBmV 40.7 dB 0 0 20 Locked QAM256 441000000 Hz -0.9 dBmV 40.9 dB 0 0 21 Locked QAM256 447000000 Hz -0.8 dBmV 41.0 dB 0 0 22 Locked QAM256 453000000 Hz -0.8 dBmV 40.9 dB 0 0 23 Locked QAM256 459000000 Hz -0.9 dBmV 41.0 dB 0 0 24 Locked QAM256 465000000 Hz -1.4 dBmV 39.0 dB 0 0 25 Locked QAM256 471000000 Hz -2.1 dBmV 40.7 dB 0 0 26 Locked QAM256 477000000 Hz -2.0 dBmV 40.7 dB 0 0 27 Locked QAM256 483000000 Hz -2.3 dBmV 40.6 dB 0 0 28 Locked QAM256 489000000 Hz -2.9 dBmV 40.4 dB 0 0 29 Locked QAM256 495000000 Hz -3.3 dBmV 40.4 dB 0 0 30 Locked QAM256 501000000 Hz -3.4 dBmV 40.3 dB 0 0   Status       https://192.168.100.1/cmconnectionstatus.html 31 Locked QAM256 507000000 Hz           -4.2 dBmV                     40.0 dB 0 0 32 Locked QAM256 513000000 Hz           -4.4 dBmV                     39.9 dB 0 0 33 Locked QAM256 519000000 Hz           -5.2 dBmV                     39.8 dB 0 0 34 Locked QAM256 525000000 Hz           -5.7 dBmV                     39.6 dB 0 0 35 Locked QAM256 531000000 Hz           -4.9 dBmV                     39.9 dB 0 0 36 Locked QAM256 537000000 Hz           -4.9 dBmV                     39.9 dB 0 0 37 Locked QAM256 543000000 Hz           -7.6 dBmV                     38.5 dB 0 0 38 Locked QAM256 555000000 Hz           -8.1 dBmV                     38.3 dB 0 0 39 Locked QAM256 561000000 Hz           -7.9 dBmV                     38.6 dB 0 0 40 Locked QAM256 567000000 Hz           -5.7 dBmV                     39.2 dB 0 0 42 Locked QAM256 579000000 Hz           -11.4 dBmV                     36.3 dB 0 0 43 Locked QAM256 585000000 Hz           -11.7 dBmV                     35.9 dB 0 0 44 Locked QAM256 591000000 Hz           -11.7 dBmV                     36.2 dB 0 0     Upstream Bonded Channels     Channel Channel ID Lock Status US Channel Type                                                                   Frequency Width Power 1 1 Locked SC-QAM Upstream                                                                   35600000 Hz 6400000 Hz 43.0 dBmV 2 2 Locked SC-QAM Upstream                                                                   29200000 Hz 6400000 Hz 42.0 dBmV 3 3 Locked SC-QAM Upstream                                                                   22800000 Hz 6400000 Hz 42.0 dBmV 4 4 Locked SC-QAM Upstream                                                                   16400000 Hz 6400000 Hz 42.0 dBm ... View more

The status light on the modem.  If the downstream is DOCSIS 3.0, the light is green.  If it is a DOCSIS 3.1 bonded stream, then the light would be blue.  On the modem, the light is green. ... View more