08-08-2012 09:19 PM
I recently moved into my condo at the beginning of June, prior to me moving in I had a Comcast installer come out to the new place and install all new equipment (two HD boxes and a modem that handles the phone lines as well). My internet connection worked great for about a week and then the intermittent connections issues started to happen.
My internet slows down to a crawl before eventually dropping out completely. I have had 4 technicians out to my place now, my modem has been replaced, they have replaced the main line going into my condo and they've repunched the internet line in the cable closet on the side of the condo. All of them can confirm that the issue is not inside the condo. As I type this, I have my computer tethered to my cell phone because yet another Comcast tech has left my condo, before he left the internet was working fine. He has been gone for 20 minutes and it is now completly dead again.
I have contacted the regional escalations office for my area in CA and I have been talking with someone there for a month now. This has still yet to have been resolved permanently. I have no idea where I'm supposed to go from here. At this point the escalations office doesn't even seem to be able to help. I've gotten every story imaginable from the technicians that have been out to my place including there are line issues in the area that they are working on, to the line issues have now been fixed so we need to replace your modem and so on...etc. I'm so fed up with contacting Comcast every week with the same issue and having it not be resolved. There must be a way to fix this once and for all, otherwise I'm going to just switch providers... DSL sucks, but slow internet is better than no internet and that's what I've had now off and on since June.
Is there anyone here that can possibly help out, I can provide any information needed. Thank you for reading. I hope to stay a Comcast customer...
08-09-2012 10:05 AM
After looking at Comcast DOCSIS page I see that the modem they installed (and replaced yesterday) is a Arris TG862G and that there has been an issue discovered with customers using a third party DNS. I'm not sure I'm using a third party DNS, but could this be the issue I'm running into? Can someone please advise? Thank you
08-09-2012 11:21 AM
Try escalating your ongoing issue via this method;
Send an email to:
Include all of your information, full name, service address, phone numbers where you can be reached easily, as well as the phone number associated with your account, your account number, and details about all the issues you have been having. Also include a link to this post.
08-09-2012 12:15 PM
I just dropped them an email and at the same time I received a call from the regional escalations office saying they are seending a network team out to test the node in my area. That terminology is foreign to me, but hopefully it means something good. I will await an email response regarding me issue. Thanks for letting me know about this email address and I hope to have this resolved soon. I will report back here once things are fixed or if they are not.
08-10-2012 09:26 AM
According to Comcast, they had their network people working on a node yesterday and they replaced the amplifier there. When I got home from work last night my connection was working fine for about 30 minutes and then it dropped out again. It eventually came back up for about another 20 minutes before dropping out for the rest of the night. I tested it again this morning and it was still out... Just more of a status update I guess. I've lost so much faith in what Comcast is telling me is going on, don't really know what to do at this point.
08-10-2012 11:47 AM
So CC has contacted me again saying that they are sending a network tech to my condo to see what is going on. I've had many techs out before and when they leave the connection is normally fine, but it then drops out very soon after they have gone.
My question is what can I do to say to the tech to make sure they are able to see the issue or see what is causing the issue so that an actual fix can be done this time? I know intermittent issues like this are a complete PITA, but something needs to be done about this. Any advice would be helpful. The last tech that was out checked my signal levels and they were fine and then he went and checked them again and something was wrong, but checking it a third time he said they were fine and left it at that. Thank you for all the help so far.
08-13-2012 10:18 AM
Well a bunch of Comcast techs were out at my place on Friday. They assured me that everything was fixed and my Modem stayed in the green all day. Friday night, the connection dropped again, it was in and out all of Saturday and Sunday and still wasn't up this morning.
I don't know what to do at this point. It's become apparent that regardless of the manpower Comcast has, they are just unable to get a steady internet connection to my place and unable to explain to me exactly why they can't do this. Unfortunitly the only other provider in my area has a fastest download speed at less than a quarter what Comcast has when it works. I may have to just look for a solution using cell networks as that is what I've been doing and it hasn't failed on my yet. It's not as fast as Comcast, but at least it works. Unless there's someone here that can help that's about all I can think of. I don't want to pay for a service that I am not getting.
08-13-2012 01:36 PM
Would someone at least be able to provide me with some details on what could be causing this problem? Comcast doesn't seem to be able to give me any solid information. The latest information I got from the network tech sup. was that when he is done I am going to have the cleanest node he has. I don't really know what that means and whether or not that has anything to do with my connection issues. If it will help I can try and provide signal strengths and such here. I just feel really misinformed. Comcast has not fixed my issue nor will they let me know that they have actually found the problem. In trying to make the decision to stay with CC or try and move to something else it would be helpful to know whether or not they've actually discovered and problem that they can fix or even a problem that they can't fix, either one would be helpful at this point.
08-13-2012 06:10 PM
We can give it a shot...
We need more information please:
- Post your upstream and downstream signal levels. Click the link or type: http://192.168.100.1 or http://10.0.0.1 into your browser. We are interested in your power levels (dBmV) and your Signal to Noise Ratio (SNR). You may also want to contact Comcast and ask for your upstream SNR (uSNR) and receive level.
- Post your modem’s error logs.
Post the make and model of your modem.
- Post the make and model of your router if you have one.
- Let us know if you contacted Comcast or had a tech visit.
- Let us know what the lights on your modem are doing when you are having problems.
A third party DNS service is a domain name service other than Comcast's...if you don't know what it is, then you aren't using it.
08-14-2012 09:04 PM
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 4 735.00 MHz 2.24 dBmV 36.17 dB 256QAM 122592533 366189 1767289
Downstream 2 1 717.00 MHz 5.82 dBmV 37.36 dB 256QAM 82382972 10747 75136
Downstream 3 2 723.00 MHz 5.09 dBmV 36.84 dB 256QAM 72767948 10900 75009
Downstream 4 3 729.00 MHz 3.27 dBmV 37.36 dB 256QAM 100361696 11162 75931
Downstream 5 5 741.00 MHz 1.68 dBmV 36.84 dB 256QAM 91169152 223145 1938085
Downstream 6 6 747.00 MHz 1.57 dBmV 36.84 dB 256QAM 100658122 474267 797058
Downstream 7 7 753.00 MHz 1.23 dBmV 36.84 dB 256QAM 49533895 371416 1716457
Downstream 8 8 759.00 MHz 0.52 dBmV 36.39 dB 256QAM 66054372 11273 73716
UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 12 23.70 MHz 43.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 10 35.40 MHz 42.50 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM
Upstream 4 11 30.60 MHz 42.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
08-15-2012 05:14 PM
Yeah, ever since they've done this node work my connection has actually been steady. For the first time in a long time it's been steady for two days in a row. I haven't tried it today yet, but I'm hoping it's actually fixed at this point. Gonna give it a few more days before I actually say it's fixed. it's worked for a week straight before although not for a long time.
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