albie81
Premium
join:2005-01-04
Mount Laurel, NJ
1 edit | 3 Years of Upload Dropping - Severe Packet Loss
OK...
Before you read anything, check out this Line Quality Test:
»/linequality/nil/2406845
You'll have to pardon my ranting, but this has been a problem for a LONG time. If Verizon had run copper in my neighborhood, or if/when they ever run FiOS, I have decided long ago, that I will be jumping ship from Comcast, because of the horrific experience I have had with them. But unfortunately, my only current broadband option is Comcast. (Cost for Satellite or WISP is prohibitive, although I have considered it.)
To Recap The Issues:
1- I have had to cancel my 3rd party VoIP account, because my upload signal regularly dumps.
2- Online gaming is virtually impossible, because although my down-pipe is fine, when I lose the upload, I lose all ability to act within the game environment, regardless of what game it is.
3- I had to cancel Comcast Digital Cable (TV) because of this upload issue. If I tried to order On-Demand events, the system would freeze, because I couldn't SEND information through the system. Regularly couldn't change channels. This is simple stuff.
4- I host a personal/non-business related website. I regularly cannot upload information.
5- I cannot use services such as Skype, Ventrilo or Teamspeak, because my upload drops out.
6- Chat programs like Trillian, Yahoo IM, MSN Messenger, AIM are spotty, because I can receive messages, but very often cannot send.
7- E-mail is a hassle, because sending can be spotty.
It all started when I moved to this townhouse. (2005) The development is brand new, all the lines and hardware are brand new. Within the first month I noticed that my upload pipe was, shall we say, "unreliable"... It's not that it wasn't fast enough to satisfy my needs... It's that it would on certain intervals, drop to ZERO, take a few minutes, cycle, and come back. It took 3 tech vists just to convince them that the problem wasn't any of my network hardware, and they finally told me "the upload signal at the box (at the corner of the street) was so low they almost couldn't measure it."
They then dug up and replaced the main line that ties all of the units in my building to the service main. I can say, they did NOT bury it deep enough, because I can SEE it in my front yard. They also, and I quote from another tech "used a gauge wire they only normally use when they have to run very long distances, which is odd, since they are only running about 120 feet."
I gave up complaining about this problem about a year ago, after a Supervisor Tech came out and told me it was a quality of service issue, and that my best bet was to try Verizon. The result of his visit was as follows:
I explained the whole deal to him, and he headed outside. About 15 or 20 minutes later he came back in the house to tell me:
1 - the problem is 100% outside.
2 - the problem is somewhere past the cable box on the corner.
3 - he said "the upstream is WAY too high" (remember, i am spitting back what he said, i have zip idea what that means.)
4 - he said "the power rating has noise/distortion, and does not maintin a constant signal. even if it were a weak signal, it should remain a constant weak signal. something is wrong, if it's all over the place like this." (remember, i am spitting back what he said, i have zip idea what that means.)
5 - he left his ticket open, and put in a, SRO for a Line Crew to come out, because the problem definately exists somewhere behind the box.. whether it's up a pole or undergound, he obviously couldn't say.
6 - he said the wiring at my house was done by a blind person, and he re-worked it, although that wasn't going to FIX the problem, but should help with performance once the problem is fixed. (he said that someone was using a 3-way splitter as a junction and left the other 2 ports open, so he replaced it with a "barrel"..)
NOW... in 3 years, I have had probably 15-20 service calls, two SRO's for Line Crews.... and as I am typing this, I have my second tech in less than a week scheduled to come out, as well as another SRO for a Line Crew.
It's interesting, but I am not the only person in my neighborhood who has this problem. I live in a townhouse community, and if you drive through the development, you will see a total of 3 satellite dishes on the buildings. In probably over 100 units. MY building is the only thing that feeds off of the line on my side of the street, and EVERY SINGLE UNIT in my building (10 units) has a satellite dish on it, because we all have the same problem. I am apparently the only one who complains about it.
Here's an old post here on BBR when I was pursuing the problem, and as fed up, as I am now:
»Comcast passing the buck to the customer for bad service?
If anyone has any suggestions, I am ALL EARS!
Thanks, and sorry for being ranty and long-winded.
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." |
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plat2on1
join:2002-08-21
Hopewell Junction, NY
clubs:
1 edit | i hope you haven't been paying for that type of service for the past 3 years
if the locals aren't fixing your issue you need
»Comcast High Speed Internet FAQ »How do I contact the Comcast Executive Complaint Center? |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| said by plat2on1  :i hope you haven't been paying for that type of service for the past 3 years About a year, maybe year and a half ago, I was the complaining customer from hell. They would credit bills when I would complain, for $20-$30 here and there. But still nothing would actually RESOLVE the problem.
I don't have a problem paying for service. I just want to receive the service I am paying for. |
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Quaoar
join:2004-08-11
Fort Collins, CO | For completeness, can you post your modem type and signal levels?
Q |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
1 edit | said by Quaoar :For completeness, can you post your modem type and signal levels? I will post that information this evening when I get home from work. The last tech who came out, wrote all the signal levels on the work ticket, although I will not pretend to know what they mean.
All I know, is that the last tech, circled a bunch of numbers in the signal tests he did, and said they were "out of whack." But like I said, this is outside of my area of expertise, so I'm at their mercy as to what that exactly means.
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| reply to albie81
SOOOOO...... I forwarded an Email to Comcast, including this thread in it, as well as sending it to The Consumerist.... and I just received a cookie-cutter response from Comcast, to my VERY specific email detailing these issues:
said by "Comcast" :
Dear Albert,
Thank you for contacting us regarding your Comcast High Speed Internet
service.
After reviewing your e-mail and your account, I see that your issues
have not been resolved. At this time I believe it is necessary to send
a technician to your home.
To make this process easier for you, you will need to contact us in our
live chat forum to setup your technician visit. One of our Online
Customer Support Specialist will be happy to assist you with scheduling
a service call. You can visit us at your convenience 24 hours a day, 7
days a week at:
»www.comcastsupport.com/chat
You can also reach us at 1-800-266-2278.
If you are unable to get connected, or stay connected to the internet
you can call our phone support at 1-800-266-2278
To assure the proper tracking of this issue, we have created the
following customer service ticket: XXXXXXXXX (actual ticket removed)
Please refer to this number should you contact us regarding this same
issue.
Thank you for choosing Comcast. We value your business.
Sincerely,
Christopher
Comcast Customer Care Specialist
Don't you think that they would be able to tell in my account, that I already have an open order for a Tech for TOMORROW, as well as an open order for a Line Crew???!?!?!?
For a COMMUNICATIONS company, they certainly don't communicate within their own corporation well.
$100 says that I get two techs scheduled to come out to my house now.
To be totally honest, at this point, I really don't know exactly what it is that I expect from them. Are they going to FIX my problem after three years off-and-on? I would love for that to happen, but I am not holding my breath. I just want someone to give me a straight answer.
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| reply to Quaoar
said by Quaoar :For completeness, can you post your modem type and signal levels? Here is what I've got on the work ticket:
Trap - 12.9/0.6/17.7/15.1 ---the 0.6 is circled
(12-23) (33-44)
HBO - 13.5/6.7/18.5/15.6 -- that second number could be a "6" or a"0" not totally legible but that number is circled
After Trap Rpl - 11.4/2.1/16.3/15.1 - again the second number (2.1) is circled
At the bottom of the page on the right is a box and columns (printed on the page) with this info
Channel: 112 2/4 High Quam Low Quam
TAP LEVELS 19.6 13.6 17.1 8.1
G/B LEVELS 13.7 11.5 10.6 0.3 The LOW QUAM numbers are both circled and highlighted and flagged as problems.
S/N 34/34
Return db POWER LEVEL 39.84 / 38.84 / 36.84 |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| reply to albie81
Thought I'd post another Line Quality Test.... this one really takes the cake!!!!!
»/linequality/nil/2407096
Read that and weep.
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." |
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rody_44
Premium
join:2004-02-20
Quakertown, PA
 ·Comcast
4 edits | reply to albie81
the signal levels really are not that bad. not the best but your ground block and tap readings should be workable. looking at the tap and ground block readings ide start looking within the house. go to your modem thru your browser and let us know what that is reporting for signal. 192.168.100.1. how many lines do you have in your house? and most important how many splitters is your modem behind. ide seriously question any cable work done with using splitters as barrels. the guy that wires a new house and not only pieces the cable together but pieces it together with splitters should be shot. pretty sure bet that in a new developement all your neighbors were wired by the same person. if i bought a new house and i found my coax was pieced with splitters. the builder would be back replacing it all. |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
1 edit | Upstream Value
Channel ID 5
Frequency 33200000 Hz
Ranging Service ID 2050
Symbol Rate 5.120 Msym/s
Power Level 41 dBmV
Downstream Value
Frequency 723000000 Hz
Signal to Noise Ratio 37 dB
QAM QAM256
Network Access Control Object ON
Power Level 10 dBmV
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." |
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rody_44
Premium
join:2004-02-20
Quakertown, PA
1 edit | reply to albie81
it looks like someone installed a drop amp somewhere in your house. it also looks like its doing more harm than good. ide remove it. |
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rody_44
Premium
join:2004-02-20
Quakertown, PA
·Comcast
1 edit | reply to albie81
it looks like your levels go 8.1 at the tap to 0.6 at the ground block to 10 at your modem. your picking up 10 from the ground block to your modem after the splits. has anyone actually discussed replacing the inside line or is that out of the question? |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| said by rody_44 : it looks like someone installed a drop amp somewhere in your house. it also looks like its doing more harm than good. ide remove it. what's a drop amp? and as far as someone adding one... I've had this problem since I moved in, so whatever it is, would have to have been installed during construction.
said by rody_44 :it looks like your levels go 8.1 at the tap to 0.6 at the ground block to 10 at your modem. your picking up 10 from the ground block to your modem after the splits. has anyone actually discussed replacing the inside line or is that out of the question? one of the techs who came out a long time ago, suggested replacing the inside line. But then, before he did that, he went and tested something at the "box on the corner" and came back to the house and said the problem wasn't in the house, but out at the street.
like I have said several times before... I don't understand any of this, and I am simply spitting back what I've been told. So, if I sound like an idiot, it's because on this subject... I am one.
thanks for the feedback, it's much appreciated.
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." |
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Jimbstars
@emc.com
|  reply to albie81
Albie ....
Whoooooooooiiieee! Your downstream power level is WAY too high. I had this same issue a few years ago with a downstream of around +9. The high signal would overdrive the cable modem and it would periodically reset/reboot itself -- naturally causing lots of annoying temporary internet outages ...
Get that sucker down in the -3 dbmv range -- (that is MINUS number .. not positive).
That COULD be done using splitters to reduce it (that's a lotta splitters tho). It really should be fixed at the street. In my case the whole damn street was too high -- had to be adjusted up at the head-end or whatever.
(My current problem is a TOO LOW signal level -17 to -19). They promised THREE street level visits to adjust it -- they have never shown up yet. I don't feel so bad now what with your 20+ visits and no fix!! Yow. |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
1 edit | said by Jimbstars :
In my case the whole damn street was too high -- had to be adjusted up at the head-end or whatever. Sounds like my situation.... you'll notice in my original post above:
said by albie81 :It's interesting, but I am not the only person in my neighborhood who has this problem. I live in a townhouse community, and if you drive through the development, you will see a total of 3 satellite dishes on the buildings. In probably over 100 units. MY building is the only thing that feeds off of the line on my side of the street, and EVERY SINGLE UNIT in my building (10 units) has a satellite dish on it, because we all have the same problem. I am apparently the only one who complains about it. |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| reply to albie81
I forwarded this thread, along with a brief explanation to "Comcastcares" on Twitter...
Within 30 minutes I received a return email from a real person, who is promising to help me.
We will see. I hope I can see some sort of resolution soon.
--
"What happens when the clock reaches 999?"........ "Nothing. You just suck." |
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EG
The wings of love
Premium
join:2006-11-18
Union, NJ
| reply to Jimbstars
said by Jimbstars :
Albie ....
Whoooooooooiiieee! Your downstream power level is WAY too high. I wouldn't exactly call that "WAY too high"... I'd say it's borderline high, and that some modems are more tolerant of out of spec power levels than are others.
At one time my downstream power level was at +21dB for more than a year with my Moto SB5100 modem, and it never once hiccupped.. |
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rody_44
Premium
join:2004-02-20
Quakertown, PA
·Comcast
4 edits | reply to albie81
you have to keep in mind you have 0.three at the ground block and 10 at the modem. you have 10 dbs MORE signal at the modem. thats impossible. its like trying to fill 4 55 gallon drums with three quarts of water. just plain not possible unless something is adding signal after it gets to the house. the only other possibility is the modem is wrong or the docsis meter the tech was using is wrong. if thats the case ide put money on the 4 thousand dollar meter before the 50 dollar cable modem. most likely a drop amp somewhere tho. it could be added anywhere in the house. |
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CT3
@comcast.net
| Uhh no, chan 112 should be his downstream hsi carrier according to the freq listed on his modem diagnostic..
so signal is 19.6 at tap, 13.7 at ground block, and 10 at modem. He indicates he is having a return problem and the paperwork indicates problem with low quam, which supports his theory since his upstream freq is 33Mhz, except that if its *return* you do not read it as downstream signal [you read the power level required to reach the head end which his readings look fine, so.... no telling. |
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albie81
Premium
join:2005-01-04
Mount Laurel, NJ
| reply to albie81
OK..
Last night around 8:15pm a tech and his supervisor came out to investigate the problem.
They spent about 20 minutes outside, and told me "they were seeing a strange signal to noise ratio"...
Then they came inside, and started testing cable outlets within the house. And although they didn't TELL me, I believe they were seeing the same problem, and the supervisor mentioned to me that he thought maybe there was a problem with their meter, and that he would have to send someone else back out to verify.
The tech's supervisor, was focused on the fact that it is my Dish Network that is causing the problem... he wouldn't listen to me when I told him "I got Dish Network BECAUSE of this problem. The problem existed long before I had Dish Network installed."
They spent the most time pulling all the cable outlets in the house and checking connectors and re-snugging all the connections. Who knows.... maybe a bad cable connection someone could be causing the problem, can't fault them for trying to cover all the angles.
As they were wrapping up to leave, the tech's supervisor had me crank up a computer and run a few internet speed tests. As I expected, the tests showed that I get technically HIGH speeds, but halfway through most tests we ran, they would stall out. So, I showed the tech's supervisor the line quality tests in my history here, and we ran two new line quality tests while he was standing behind me.
Test 1: »/linequality/nil/2407480 - East Coast didn't finish last hop - West @ 34% loss
Test 2: »/linequality/nil/2407489 - 35% - 50% Packet Loss
The tech's supervisor looked at the results of these two tests and said "I'm not familiar with this sort of test. I have only looked at speed tests."
So....
As it stands right now, I am waiting for another tech to come and verify the signal levels with another meter.
The levels on the work ticket from last night are:
Channel ----- 112 --- 2/4 --- High Quam --- Low Quam
Tap Levels --- 21 ---- 12 ----- 21 ----------- 12
G/B Levels -------------no levels listed------
TV Levels ---- 8 ----- 11 ----- 9 ------------- 3
S/N: 33
Return db Power Level: 36
They also told me last night, that sometime between July 10th, and yesterday (July 15th) a Line Crew DID come out, and replaced/fixed SOMETHING, although did not know what it was or when.
If that is the case, the problem still is not fixed.
Here is a Line Test from this morning: »/linequality/nil/2407634 - 12% - 45% Packet Loss
Even as I am typing this, my connection is flaking out.
*sigh*...
We'll see what happens. I contacted Comcast Corp. Customer Relations yesterday, and received two emails and a phone call within 4 hours of contacting them, since I directed them directly to this thread. I also contacted ComcastCares on Twitter, which has been going back and forth in emails, as well as forwarding the whole experience to The Consumerist.
I have said many times to the customer service people... that I understand that at times there are PROBLEMS. I totally understand that. Nothing works perfectly all the time. My biggest problem, is that for years I have felt like I have been getting brushed off by techs, phone support & billing support. No one will listen to what I have to say. I know I don't understand the technical workings of this... but I am an intelligent person, and common sense tells me.... "If I look at these 8 to 10 residences, all in a row, all feeding from the same cable box, and they ALL have Satellite for television, while virtually NONE of the other residences in the area have satellite... does that mean there's a problem with MY modem?" Probably not. I can't believe I had to keep explaining last night that the problem existed LONG before I had Dish Network installed. Just LISTEN to what I have to say.
And for the love of god... don't stand there and run a speed test, and totally ignore the massive line quality degradation I am experiencing.
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"What happens when the clock reaches 999?"........ "Nothing. You just suck." |
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