Visitor

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4 Messages

Monday, October 6th, 2025

Problem with amplifiers on my street affecting myself and several immediate neighbors causing multiple issues, relating to FDX work done

Since the initial FDX/full duplex work was done on our street, myself and several immediate neighbors have been experiencing the same issue with slow Internet uploads, high signal to noise ratio on the downstream channels, and picture quality issues.  Three weeks ago we had a service call to our house and the contractor replaced set top boxes, reset/refreshed everything several times, and eventually figured out that the drop from the telephone pole had a good signal strength, but his equipment found that only the bottom 1/3rd of the signal spectrum was being sent by the amplifiers, and he shared with me this image of the screenshot of that spectrum analysis:

After the contractor reported this back to his superiors, an xfinity senior line maintenance person was dispatched and after about two hours of this person with his bucket truck who I had the opportunity to speak with when he was done with the work.  He was looking at the signal amplifiers he found that there was sitting water in the enclosures for these in several instances which was causing the newly installed latest revision FDX PCBs for the amplifiers to be sitting in the water and causing resets and spectrum issues.  He did what he could to let the water out, dry out the inside, and replace the PCBs but didn't have enough handy to fully complete the job, but he reported back to his team to send someone out another day to complete the remediation to the amplifiers on my street.   This issue was fixed and appeared working the next day, but come the next good rain we were back to the original issue.  

And now the cycle repeats itself because I have a service appointment to my house for this Wednesday, but would really like to skip to the part where you send a line maintenance person to inspect the signal being sent to the houses on my street.

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Visitor

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4 Messages

20 days ago

My ticket number with the "xfinity Advanced Technical Support Team" is [Edited: "Personal Information"]

(edited)

Visitor

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4 Messages

FYI, this is the team that keeps calling to have me reset my router and set-top boxes, which of course hasn't helped because the recurring is with the signal being sent to the house from outside

Official Employee

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2.5K Messages

Good Morning, @user_ued2mv ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I do apologize for the inconvenience this service issue is causing. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. 

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Visitor

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4 Messages

I have replied by private message...

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