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Connectivity and managing Your Comcast Business network
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Occasional Visitor

Downstream Signal Issue

Signal-Stats.jpg

We've been having some latency/dropped packet issues so I checked my signal stats page on my Surfboard. I may be mistaken, but this looks terrible to me. We used to have much stronger signals.

 

We did call to have someone come out and check for problems. Two men came out and after they were done testing things said that there was something wrong with the tap and that there would be a line tech sent to fix it within a couple of hours. I did not notice if anyone came out or not so I don't know if the tap was ever addressed or not.  What I did find was that someone added a filter of some kind to the cable line at the base of the utility pole where our drop comes from. The label said something like "multi-room dvr filter".

 

We are paying for 50/10 service and as of now we only get about 25 down, upstream is fine. Two weeks ago we were getting the full 50.

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Occasional Visitor

Re: Downstream Signal Issue

signal-levels.jpg

 

Fixed! Finally!

 

It turns out it was the tap. With the new tap we're getting near perfect signal levels.

 

This could have been resolved from the very beginning if Comcast actually received the repair request.  According to the field tech (who showed up for the fourth time today) he called a manager at the place that handles these requests for Comcast and learned that the repair requests never got forwarded to the right people... this is why nothing ever got done. Man-in-the-middle fail.

 

Anyway, this time the request went though and within 2 hours we were back in business.

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Trusted Forum Contributor

Re: Downstream Signal Issue

Hello alkaisergjv and welcome,

 

Yes, your downstream power levels do not look good but your upstream and SNR levels appear okay and this resembles the symptoms you have reflected to us. You also have relatively excessice correctable and uncorrectable errors on channels 6 through 8 and this points to the modem. But I believe the Comcast technician must first insure that your coax cabling, splitters, etc need to be feeding your modem with the correct levels and his gauges will confirm this. If there has not been any follow up to get this resolved then call 800-391-3000 to make sure that followup has been establish to get this resolved.

 

Hope this helps you out.

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Occasional Visitor

Re: Downstream Signal Issue

We've called that number pretty much every 24 hours since this problem was discovered. Nothing ever happens. We are still running on a crippled connection. It's been almost two weeks.

 

Comcast_Jon or other admins, would you be willing to review our case if I message you our account and case number(s)? Someone has to be able to get a grip on this obsurd situation.

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Occasional Visitor

Re: Downstream Signal Issue

OK, just had another visit. The guy says its an amplifier problem on the main line. Power level at the tap is only around 0 dBmV. He said, ideally, it should be +15 dBmv. We have a long drop (250 ft or so) and the loss from that much RG6 + the splitter for our two modems + the underperforming amplfiier puts us in the red. He said a line tech should be out within the next few hours to fix the amp. We shall see.

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Community Manager
Community Manager

Re: Downstream Signal Issue

Hello alkaisergjv,

 

Welcome to the forum.

I've checked the downstream signal level and concur with field tech.

This signal level needs to be addressed as it is not in proper perimeter.

 

Please re-post if we can be of assist.

 

Thank you

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Occasional Visitor

Re: Downstream Signal Issue

As of this post, no change in signal levels.  I've had to disconnect our voice modem (rarely use it) and splitter just so that we can get a signal good enough for our data modem to limp on.  Comcast_Jon, I'll messsage you my account details and case number later today so you can hopefully get an idea of what exectly is going on.

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Community Manager
Community Manager

Re: Downstream Signal Issue

alkaisergjv,

 

Thank you for the message.

Based on your posts and information you have given me, I've engaged our regional support team to address the ongoing signal issue.

 

Thank you for your patience

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Occasional Visitor

Re: Downstream Signal Issue

How long before we can expect to see some action? Nothing has changed as of now.

 

My random theory:

 

Comcast has too many customers on this segment and they will have to run a second segment... which is why they haven't taken action yet...lot of paperwork and local government balogna to work though before something like that can happen.

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Occasional Visitor

Re: Downstream Signal Issue

Still no improvement.

 

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Occasional Visitor

Re: Downstream Signal Issue

signal-levels.jpg

 

Fixed! Finally!

 

It turns out it was the tap. With the new tap we're getting near perfect signal levels.

 

This could have been resolved from the very beginning if Comcast actually received the repair request.  According to the field tech (who showed up for the fourth time today) he called a manager at the place that handles these requests for Comcast and learned that the repair requests never got forwarded to the right people... this is why nothing ever got done. Man-in-the-middle fail.

 

Anyway, this time the request went though and within 2 hours we were back in business.

View solution in original post

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Community Manager
Community Manager

Re: Downstream Signal Issue

alkaisergjv,

 

Thank you for the updating the forum community, we appreciate it.

Great to hear that your issue has been addressed!

 

 

 

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