I am an Xfinity Triple Play customer who lives in a development which has underground cable that was installed back in the 70s. Every time I call for a problem the technicians have told me that the problem is weak signal. They tell me it is because I’m the last house on the wire.
I have been told by the that once the signal strength goes lower that -5 or -6dBmV that you can expect performance problems. As you can see from the modem printout below that -14.57dBmV is much lower than that. The technician would turn it over to a line technician to resolve but I never hear back from them.
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 1 609.00 MHz -13.48 dBmV 33.96 dB 256QAM 8885317226 0 0
Downstream 2 2 615.00 MHz -11.97 dBmV 34.93 dB 256QAM 8584352042 0 0
Downstream 3 3 621.00 MHz -11.68 dBmV 34.63 dB 256QAM 8475452147 0 0
Downstream 4 4 627.00 MHz -11.85 dBmV 34.77 dB 256QAM 8611508632 0 0
Downstream 5 10 663.00 MHz -13.34 dBmV 33.83 dB 256QAM 9512422784 0 0
Downstream 6 11 669.00 MHz -14.51 dBmV 32.96 dB 256QAM 8334640787 0 0
Downstream 7 12 675.00 MHz -14.04 dBmV 33.16 dB 256QAM 8485563126 0 0
Downstream 8 13 681.00 MHz -14.57 dBmV 33.16 dB 256QAM 9611128394 0 0
Several years ago the problem was bad and Comcast sent out a supervisor and they located a amplifier that was overheating somewhere between my location and the main office. When they replaced the amplifier the signal strength on the modem was actually Positive 2dBmV rather than -14dBmV and everything worked well for a while.
I recently also added a Comcast Business Line. The Installer wanted to cut my house line inside the house and split it to feed the new line. Since this would make my house signal even weaker I asked them if they could add a tap to the box at the curb. They assured me they could do that and split the wire in the underground box in preparation. It has been months and my house and business wire is still split but the tap was never replaced with one that has enough connections for both the house and business lines.
I experience problems where TV shows would pixelate or the sound would just cut out. We had times where we cannot even watch an on demand movie. I work from home and the Comcast phone would just go dead in the middle of conference calls. I have no confidence that if I ever needed to call 911 that it would work.
Comcast eventually sent out a supervisor who went all through the house replacing wiring ends and telling me that the problem was caused by feedback from my house wiring. He even left some wire to replace the old wiring. This was a prerequisite to Comcast doing anything to correct the signal strength delivered at the curb. He said to call his cell phone and he would put ends on once wire was run. He didn’t answer his cell or return vmx.
As a test I disconnected everything in the house except for the modem and check the modem signal strength and there was not significant change in signal strength.
I believe the ticket number for when the supervisor came out was 34305710. When I called in to get a status on it they told me it was closed. The person opened up CR58910110. I called in on 5/20/2016 6:42 to check the status and after a half hour the agent told me that it wasn’t registered properly and he opened ticket ER036184010. Someone did call and I explained the problem is with the line and she said she would have someone look into it. Currently waiting to hear back about solution.
We are now also experiencing nightly disconnects of the network. I don’t know if this is something new or something that was put in place to annoy me because I have called in about this issue. It definitely would not sell me on the Xfinity Home Security if they cannot keep the network up. Also each of the Xfinity boxes want to restart every night that tells me that there is some instability that they are trying to compensate for.
I have lived at this location and been a loyal customer for 23 years. Even though I am the last house on your network I pay the same as the first person and expect the same level of service.
How can I get this fixed, LastHouseOnWire.
