EDIT: Its now fall 2020 the story continues, but the service in our neighborhood continues to deteriorate. Comcast Corporate Escalations team, and Comcast Direct here are in communication with me. Comcast Corporate Escalations told me as of 9/3/2020 that he talked to the local team here and that there are no issues in my neighborhood. I have attached a PingPlotter log from the same day below showing me losing connection 20+ times in one hour. I have updated the story and timeline below, but we are going on 9 months of degradation to almost unusable service.
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Hello All, I've recently returned to DSL reports to post direct to Comcast here, but I am also seeking input from the public users on the forums too; to see if their is anything I can try to get this issue resolved, things I can troubleshoot further.
When it rains, my internet dies, packet loss goes over 30-70%, higher frequency channels on my modem go to -30db, and speeds are 0.1 mbps down (if a test manages to even start). A few hours later, my internet restores and works perfectly, when whatever is wet drys out.
Comcast has replaced 100% of the Coax and connectors from the tap on the pole all the way to my modem two weeks ago, and maintenance told me they did a "re-pull" somewhere further down on my service line to the plant last week. The issue is not improved at all. The techs come, check my signal at my modem service, and at my tap and have confirmed water is in the line somewhere, and my signal levels are way too low at higher frequencies.
Timeline Updated:
12/9/2019 730-830 Technician Visit no premis issues found
12/19/2019 300-500 Technician Visit, Coax Splice removed, new cable run.
12/23/2019 730-830 Technician Visit no premis issues found, Whole Service drop run replaced to utility pole.
1/18/2020 900-1100 Technician Visit no premis issues found
3/15/2020 9-1100 Technician Visit no premis issues found
3/17/2020 300-500 Outdoor maintenance only, checked my house and said everything looked great.
3/24/2020 1200-200 Technician Visit no premis issues found
4/5/2020 200-500 (Installer/Contractor) Went up on the pole, changed my port on the tap, and read other taps, all the ports on the tap had low signal. (He said his supervisor will make a ticket to maintenance, but I've heard that now 4 times, to no fixes being made. He would not give me the ticket number or job number saying it wasn't generated yet, and advised me to call comcast again. I cant fault him, poor contractor/installer gets sent out in the rain/covid when comcast itself will not fix this issue.
4/6/2020 1600-2100 Crews Replaced three or four spans of overhead coax feeding the pole line going to my neighborhood
4/10/2020 Call from comcast confirming signal issues on my line
4/11/2020 Outdoor maintenance only, no premis issues found
4/13/2020 ComcastDirect confirms maintenance active on my node, signal leakage still.
7/8/2020 - Crews out replacing a single span of Coax near my house. (Different location)
7/9/2020 - Crews out replacing several coax spans again on overhead pole line next street over (further from my house)
7/10/2020 - Crews replacing coax spans on yet another street, field crew confirmed trees and vegetation was rubbing against line and frayed its outer shield causing major leakage.
8/29/2020 - Unscheduled maintenance offline for 1.5 hours
8/30/2020 - Unscheduled maintenance offline for 5 hours. I found the tech in the field examining the power supplies/inserters. 3 of them were shorted out in my neighborhood. See how happy he is here that they are shorted (warning language): https://youtu.be/GwnG8dQXY64
9/2/2020 - Call with Comcast Corporate Escalations saying they are on the job, this day my modem lost connection (Blinking green UL/DL) at 6:57pm and viop calls were choppy all day.
9/3/2020 - Comcast Corporate Escalations calls saying they talked with local technical team and found no issues on my node or account. I have uploaded a pingplotter log from today that shows me loosing connection 20 times an hour. (Modem looses connection, blinking UL/DL most of those times)
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Original Post:
My install is extremely simple, I have a single aerial drop from the pole, one connector in my eves, and that run goes directly into my modem. I got out on my ladder in the rain last night and checked the single connector, and the modem outlet, its all bone dry.
Every time I call them up, we start over at step one, rebooting the modem, sending a tech out... just to make another maintenance ticket that does not resolve anything. EIGHT tech visits now I've delt with to attempt to fix; I'm willing to take any advice to try to communicate to comcast.
I have a local Comcast dispatchers personal cell phone number, but I Dont want to call and bug her again, she advised that I should only call her back for the open ticket she had last week; I don't want to abuse that.
Thanks,
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