said by koitsu:Every single time I have spoken to Comcast CSRs about problems with a carrier frequency range (e.g. "an issue with a single channel") -- and here's a real-world example -- the CSR appears to have absolutely no visibility into this (or if they do, they aren't being trained how to do it). Instead, they just say "your upstream looks fine" and "your downstream looks fine". I ask them to give me numbers (for which a SB6121 should show them 4 downstream SNRs and power levels, and 3 upstream SNRs and power levels), but all they appear to have on their screen is a single downstream SNR + power level and a single upstream SNR + power level. This does not help when it comes to DOCSIS 3.x.
Good feedback - which relates to the tools that our Care team has. Let me give that some thought and see what we can do to solve it.
