Hello,
I wanted to share my story and ask for advice on how to solve some of the issues that I have experienced this year.
I have had Comcast/Xfinity since 2001 when cable modems were first introduced to the neighborhood. This lasted until approximately 2016 I began receiving mail each month claiming I was using over 1 TB of data. I asked Comcast details, but never received a clarification. I was forced to switch to the most basic Comcast Business plan. I decided to upgrade my plan to 150/25 earlier in 2020.
The issues I have experienced are intermittent. Examples are packet loss when using voip programs such as Zoom, or Microsoft Teams, the modem restarting at strange times, exceptionally poor latency, T3 timeouts, and dynamic range window violations, and various errors during streaming.
Some days are okay, and other days are horrible. Most of the problems I encounter are usually during weekday 8AM-5PM working hours, but I have experienced issues later in the evening, and sometimes on weekends. The internet is better now than it was in April-May, but I still encounter some issues.
My equipment as of March 2020
Arris Surfboard 8200
Apple Base Station
All computers are hooked up using Cat5e ethernet cable
My current equipment as of August 2020.
XB3 Comcast Modem/Router with static IP
Have tested with Apple Base Station, and Unifi Dream Machine
All computers are hooked up using Cat5e ethernet cable
Here are examples of the SB8200 after a restart for a day or two. These are from earlier in the year. You can see the power levels change because I used different splitters, removed splitters, and a forward path attenuator. Currently I use no splitters or forward path attenuators. I made sure to firmly connect each connection. I did not keep a good logs so I apologize in advance.
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In Late August, the SB8200 started accumulating uncorrectable errors on every single channel.
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All the cable in the area is buried underground. Some of it conduit, and some is direct buried.
1st Comcast Visit – approximately April, 2020
I was told by the customer service representative that Covid was impacting service in the region, and also didn’t seem to know what uncorrectable codewords were, and they could not see anything on the SB8200 because It was not a Comcast modem.
The Comcast tech went to the drop on the changed a few fittings and left. I was told that unshielded motors from home appliances were most likely the cause of ingress in the area.
2nd Comcast Visit – approximately May, 2020
The Comcast tech came to install the XB3 modem, changed the co-ax fittings at the drop, and at the outside of the house. The tech found several faults at a nearby node and said that 400 modems were hooked to a node that could only support 300. I was then told nothing could be done at the moment due to permitting.
I contacted city hall and was told that there were no permits requested by Comcast.
3rd Comcast Visit – August, 2020
This customer service representative also didn’t seem to know what uncorrectable codewords were, and replied that I needed a static IP. I paid $20/month for a static IP.
The Comcast tech replaced the co-ax fittings inside the home. Using a tablet from the drop on the street, and from inside the house, and discovered exceptionally high latency, and created a service ticket.
The ticket that was created was closed soon after. It is hard to tell if there was an improvement.
I didn’t know about Ping Plotter until I came here, and here is an example of what I see today.
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Here is some data from the XB3 modem as of 9-29-20.
.03% isn’t nothing, but at the same time it’s not even close to as bad as I have seen what others have encountered.
Things are better now than they used to be, but I am paying $150 a month for internet that is suffering from small intermittent issues. I have to tether my PC with my AT&T Wireless phone plan for work meetings, and anything important. The only alternative for internet for hardwired internet is 9Mbs DSL. My phone is limited to 30GB a month for tethering which is not enough to use full time.
I feel like I’m constantly being given the runaround by Comcast, and I’m not sure what to do.
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