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Formal Escalation – Plant Infrastructure Failure / Service Not Delivering Advertised DOCSIS 3.1 Capability
I am requesting formal escalation to Comcast Network Engineering and Regional Plant Maintenance. A Comcast technician confirmed that my neighborhood is operating on a 1996 Proteous HFC plant, which is not capable of supporting DOCSIS 3.1 service as advertised.
My modem diagnostics show:
DOCSIS 3.1 OFDM MER = 0.0 dB
OFDM correctables > 100 million
DOCSIS 3.0 QAM channels showing severe FEC overload
Upstream OFDMA disabled due to plant noise
Downstream power/SNR normal, eliminating premise wiring as a cause
These readings demonstrate that the plant cannot deliver the DOCSIS 3.1 service tier being billed. This constitutes a failure of service delivery under standard broadband service obligations and local franchise authority requirements for infrastructure maintenance.
This is a node‑level infrastructure failure, not a customer‑side issue.
I am requesting:
Escalation to Network Engineering
Dispatch of a Maintenance Technician
Full node sweep and plant impairment analysis
Evaluation for node rebuild or modernization
Written confirmation that engineering has reviewed the OFDM failure
A ticket number tied to Network Maintenance / Plant Engineering
Please do not send another premise technician. This requires engineering intervention.
Thank you.
XfinityRichard
Official Employee
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3.7K Messages
20 days ago
Good morning @Cbpb , and thank you for reaching out. I appreciate the detailed information you've provided, and I can certainly understand your concern regarding the reported plant infrastructure issues and the service levels you're experiencing. To ensure this is properly reviewed, please send us a Direct Message with your full name and service address. We'd be happy to take a closer look at the account, review any existing maintenance or engineering-related tickets, and see what escalation options are available. We appreciate the extensive diagnostics you've shared and want to make sure your concerns are directed to the appropriate team for review. We look forward to assisting you further. 😊
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