Intermittent connection

hello everybody, I see a lot of people struggle with this issue. Was wondering if anyone had a solution, about 5 PM every day for the past three weeks until 8 PM my Internet drops and show slow speeds especially on the upload side, I’ve had a tech come out replace modem as well as run new coax cable, bypassing splitter, none of this has solved the problem. They have another schedule for Monday. Was wondering if anyone knew from their experience a solution or what the problem is thank you. Have a good day.

Responses

EG

Expert

•

107.1K Messages

5 months ago

Please start here if you wish;

https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9

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user_13yzmd

22 Messages

Thanks for the response, I have tried all of those above the only thing that looks off is my snr is in the 40s

and my lease expire time is 1 hr and 40 minutes

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5 months ago

0

EG

Expert

•

107.1K Messages

5 months ago

@user_13yzmd

Quite welcome ! SNR values that are in the forties are very good ! Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

What is the exact make and model number of the modem / gateway device ?

Is this with a WiFi connection ?

2

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user_13yzmd

22 Messages

Downstream	Channel Bonding Value
Channel ID	12	4	5	6	7	8	9	10	11	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33	34	0	48
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked		Locked
Frequency	459000000	393000000	399000000	405000000	411000000	417000000	435000000	441000000	453000000	465000000	471000000	477000000	483000000	489000000	495000000	501000000	507000000	513000000	519000000	525000000	531000000	537000000	543000000	549000000	555000000	561000000	567000000	573000000	579000000	585000000	591000000		724800000
SNR	38.983261	38.983261	38.605377	38.983261	38.605377	38.983261	38.983261	38.605377	38.983261	38.983261	38.605377	38.983261	38.605377	38.983261	38.983261	38.983261	38.605377	38.983261	38.983261	40.366287	40.366287	40.366287	40.366287	40.366287	40.366287	40.946209	40.366287	40.366287	40.366287	40.366287	40.366287		42.15 dB
Power Level	9.199997	9.099998	9.099998	9.000000	8.599998	8.699997	9.099998	9.300003	9.199997	9.400002	9.599998	9.699997	9.699997	9.699997	9.800003	9.800003	9.900002	9.900002	10.000000	9.900002	9.800003	10.000000	10.099998	10.000000	10.000000	10.099998	9.800003	10.000000	10.099998	10.000000	10.099998		10.099998 dBmV
Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256		OFDM

Channel ID	12	7	11	10	9	8
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	40400000	10400000	35600000	29200000	22800000	16400000
Symbol Rate	2560 KSym/sec	2560 KSym/sec	5120 KSym/sec	5120 KSym/sec	5120 KSym/sec	5120 KSym/sec
Power Level	43.760300	43.760300	44.020599	44.020599	43.770599	43.770599
Modulation	32QAM	16QAM	16QAM	16QAM	16QAM	16QAM
Channel Type	US_TYPE_ATDMA	US_TYPE_ATDMA	US_TYPE_ATDMA	US_TYPE_ATDMA	US_TYPE_ATDMA	US_TYPE_ATDMA

Channel ID

12

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Correctable Codewords

5

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i have the xb7

Model:TG4482A

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5 months ago

0

U

user_13yzmd

22 Messages

also I'm wired but it happens to all

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5 months ago

0

EG

Expert

•

107.1K Messages

5 months ago

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.

The downstream power is too high. It may be over-driving the front-end receiver circuit of the modem. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

Is there a drop amplifier on the coax cable line leading to the modem ? If so, try removing / bypassing it and see. If not, you can try installing a -6 dB forward path-only attenuator pad such as this one on the coax port on the rear of the modem to knock that power level down and see;

https://www.amazon.com/FPA6-54-Forward-Attenuator-DOCSIS-Internet/dp/B08KTRC3XZ

It won't affect the upstream power level which is within spec. Good luck !

1

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user_13yzmd

22 Messages

those are out of stock and i dont see anything on the inside. i have a tech coming again monday, is that something they would have?

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5 months ago

0

EG

Expert

•

107.1K Messages

5 months ago

Possibly. Good luck with the tech visit ! Please post back here with how it goes.

FWIW. They have those attenuators at Walmart;

https://www.walmart.com/ip/PPC-FPA6-54-Forward-Path-Attenuator-6dB-75-Ohms-for-DOCSIS-Cable-TV-Modems-and-Boxes/218434084

(edited)

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user_13yzmd

22 Messages

@EG He installed two of those pieces you recommended as well as took a splitter off outside connection, it has fixed issues from what i can see so far but the logs read different

DHCPv4[8843]: 72001001-DHCPv4 Provision - Completed	2024/7/1 15:08:19	Informational
DHCPv6[8884]: 72001002-DHCPv6 Provision - Completed	2024/7/1 15:08:16	Informational
DHCPv6[8884]: 72001011-DHCPv6 - Missing Required Option 82	2024/7/1 15:08:14	Critical
DHCPv6[8884]: 72001011-DHCPv6 - Missing Required Option 24	2024/7/1 15:08:14	Critical
DHCPv6[8884]: 72001011-DHCPv6 - Missing Required Option 82	2024/7/1 15:08:13	Critical
DHCPv6[8884]: 72001011-DHCPv6 - Missing Required Option 24	2024/7/1 15:08:13	Critical
DHCPv6[8884]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Jul 1 21:08:12 2024	2024/7/1 15:08:13	Critical

eRouterEvents[5964]: 72003001-eRouter is administratively disabled

2024/7/1 15:07:07

Informational

Channel ID

12

7

11

10

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8

Lock Status

Locked

Frequency

40400000

10400000

35600000

29200000

22800000

16400000

Symbol Rate

2560 KSym/sec

5120 KSym/sec

Power Level

37.510300

37.010300

37.270599

36.770599

Modulation

32QAM

16QAM

Channel Type

US_TYPE_ATDMA

Channel ID

20

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Correctable Codewords

2602

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64069

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20	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	21	22	23	24	25	26	27	28	29	30	31	32	33	34	0	48
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked		Locked
Frequency	507000000	393000000	399000000	405000000	411000000	417000000	435000000	441000000	453000000	459000000	465000000	471000000	477000000	483000000	489000000	495000000	501000000	513000000	519000000	525000000	531000000	537000000	543000000	549000000	555000000	561000000	567000000	573000000	579000000	585000000	591000000		724800000
SNR	38.983261	38.983261	38.983261	38.605377	38.605377	38.983261	38.983261	38.983261	38.983261	38.983261	40.366287	38.983261	38.983261	40.366287	38.983261	40.366287	38.983261	38.983261	38.983261	38.983261	38.983261	38.983261	38.983261	38.983261	40.366287	40.366287	40.366287	38.983261	38.983261	38.983261	38.983261		40.35 dB
Power Level	7.599998	9.500000	9.400002	9.000000	8.599998	8.500000	8.500000	8.300003	8.199997	8.099998	8.000000	8.199997	8.099998	8.000000	8.000000	7.800003	7.599998	7.599998	7.500000	7.300003	7.099998	7.000000	7.000000	6.699997	6.699997	6.599998	6.300003	6.300003	6.099998	5.900002	5.900002		3.200001 dBmV
Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256		OFDM

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5 months ago

U

user_13yzmd

22 Messages

5 months ago

DHCPv6[10714]: 72001004-DHCPv6 Provision - 2 Retries Attempted with Last attempt at Tue Jul 2 04:53:43 2024	2024/7/1 22:53:45	Critical
DHCPv6[10714]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Tue Jul 2 04:53:42 2024	2024/7/1 22:53:43	Critical
DHCPv6[10714]: 72001011-DHCPv6 - Missing Required Option 82	2024/7/1 22:53:42	Critical
DHCPv6[10714]: 72001011-DHCPv6 - Missing Required Option 24	2024/7/1 22:53:42	Critical
DHCPv6[10714]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Tue Jul 2 04:53:39 2024	2024/7/1 22:53:42	Critical
DHCPv6[10714]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Jul 2 04:53:42 2024	2024/7/1 22:53:42	Critical
eRouterEvents[10660]: 72003004-eRouter enabled as Dual Stack	2024/7/1 22:53:39	Informational
eRouterEvents[7753]: 72003001-eRouter is administratively disabled	2024/7/1 22:52:32	Informational
eRouterEvents[7753]: 72003004-eRouter enabled as Dual Stack	2024/7/1 22:52:31	Informational
DHCPv4[8095]: 72001020-DHCPv4 - IP Address Released	2024/7/1 22:52:31	Informational
DHCPv6[8469]: 72001011-DHCPv6 - Missing Required Option 24	2024/7/1 22:52:31	Critical
DHCPv6[8469]: 72001011-DHCPv6 - Missing Required Option 24	2024/7/1 22:52:31	Critical
DHCPv6[8469]: 72001002-DHCPv6 Provision - Completed	2024/7/1 21:41:11	Informational
DHCPv6[8469]: 72001011-DHCPv6 - Missing Required Option 82	2024/7/1 21:41:09	Critical
DHCPv6[8469]: 72001011-DHCPv6 - Missing Required Option 24	2024/7/1 21:41:09	Critical
DHCPv6[8469]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Jul 2 03:41:08 2024	2024/7/1 21:41:09	Critical
DHCPv6[8469]: 72001011-DHCPv6 - Missing Required Option 82	2024/7/1 21:41:08	Critical
DHCPv6[8469]: 72001011-DHCPv6 - Missing Required Option 24	2024/7/1 21:41:08	Critical
DHCPv4[8095]: 72001001-DHCPv4 Provision - Completed	2024/7/1 21:41:02	Informational
eRouterEvents[8032]: 72003004-eRouter enabled as Dual Stack

it seems my DHCPv6 needs to be reconfigured

0

U

user_13yzmd

22 Messages

4 months ago

update

Still no fix

DHCPv6[11226]: 72001011-DHCPv6 - Missing Required Option 82	2024/7/11 18:18:54	Critical
DHCPv6[11226]: 72001011-DHCPv6 - Missing Required Option 24	2024/7/11 18:18:54	Critical

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user_13yzmd

22 Messages

4 months ago

update. 7/22/24 issues still not fixed with 3rd modem….. very frustrating and disappointed. It would seem xfinity has an issue with PlayStation that I believe is causing the firewall to trip and block all traffic on the IPv6, this is because the problem is the same across all modems….. I’ve had coax replaced as well…..

firewall logs in admin center show constant drops

network test on app show it’s fine but on devices it’s slow speeds

the port forwarding only works for IPv4 so I am out of luck there

DMZ didn’t work

unchecking Stateless option on IPv6 didn’t work

ive tried everything but switching ISP

which seems to be next never had this type of issue with AT&T

0

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user_13yzmd

22 Messages

4 months ago

Downstream	Channel Bonding Value
Index	20	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	21	22	23	24	25	26	27	28	29	30	31	32	33	34	48
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	507 MHz	393 MHz	399 MHz	405 MHz	411 MHz	417 MHz	435 MHz	441 MHz	453 MHz	459 MHz	465 MHz	471 MHz	477 MHz	483 MHz	489 MHz	495 MHz	501 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	549 MHz	555 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	722000000
SNR	41.5 dB	41.6 dB	41.2 dB	41.2 dB	41.1 dB	41.0 dB	41.2 dB	41.4 dB	41.3 dB	41.4 dB	41.2 dB	41.4 dB	41.5 dB	41.4 dB	41.5 dB	41.5 dB	41.3 dB	41.7 dB	41.6 dB	41.6 dB	41.5 dB	41.9 dB	41.8 dB	41.7 dB	42.0 dB	41.9 dB	41.9 dB	42.1 dB	41.8 dB	42.1 dB	42.3 dB	41.0 dB
Power Level	5.4 dBmV	5.6 dBmV	5.6 dBmV	5.2 dBmV	5.0 dBmV	5.1 dBmV	5.2 dBmV	5.0 dBmV	5.3 dBmV	5.2 dBmV	5.3 dBmV	5.5 dBmV	5.4 dBmV	5.6 dBmV	5.6 dBmV	5.4 dBmV	5.4 dBmV	5.3 dBmV	5.4 dBmV	5.2 dBmV	5.1 dBmV	5.1 dBmV	5.2 dBmV	5.2 dBmV	5.1 dBmV	5.1 dBmV	5.1 dBmV	5.0 dBmV	5.1 dBmV	5.2 dBmV	5.3 dBmV	3.7 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM

Upstream	Channel Bonding Value
Index	1	2	3	4	5	6
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	10 MHz	16 MHz	22 MHz	29 MHz	35 MHz	40 MHz
Symbol Rate	2560	5120	5120	5120	5120	2560
Power Level	44.5 dBmV	45.3 dBmV	45.0 dBmV	45.3 dBmV	45.5 dBmV	45.3 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

0

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user_13yzmd

22 Messages

4 months ago

All logs from Last Week
FW.IPv6 FORWARD drop , 237 Attempts, 2024/7/22 02:51:39	Firewall Blocked
FW.IPv6 INPUT drop , 2156 Attempts, 2024/7/22 02:51:39	Firewall Blocked
FW.IPv6 INPUT drop , 9612 Attempts, 2024/7/21 17:58:00	Firewall Blocked
FW.IPv6 FORWARD drop , 1255 Attempts, 2024/7/21 17:58:00	Firewall Blocked
Device [Edit: Personal Information] , 4656 Attempts, 2024/7/21 14:05:26	Device Blocked
FW.WANATTACK DROP , 1 Attempts, 2024/7/20 19:58:00	Firewall Blocked
FW.IPv6 INPUT drop , 8218 Attempts, 2024/7/19 17:58:00	Firewall Blocked
FW.IPv6 FORWARD drop , 298 Attempts, 2024/7/19 15:58:00	Firewall Blocked
FW.LAN2SELF DROP , 4 Attempts, 2024/7/18 20:58:00	Firewall Blocked
FW.IPv6 FORWARD drop , 90 Attempts, 2024/7/18 17:58:00	Firewall Blocked
FW.IPv6 INPUT drop , 6160 Attempts, 2024/7/18 17:58:00	Firewall Blocked
FW.IPv6 INPUT drop , 9435 Attempts, 2024/7/17 17:58:00	Firewall Blocked
FW.IPv6 FORWARD drop , 82 Attempts, 2024/7/17 17:58:00	Firewall Blocked
Device [Edit: Personal Information] , 9282 Attempts, 2024/7/17 17:41:01	Device Blocked
FW.IPv6 INPUT drop , 10473 Attempts, 2024/7/16 17:58:00	Firewall Blocked
FW.IPv6 INPUT drop , 4375 Attempts, 2024/7/15 17:58:00	Firewal

(edited)

0

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user_13yzmd

22 Messages

4 months ago

ive been having connection drops and upload speed loss for a month and a half, ive had 5 modems, a new line put in, as well as the node switched.... still i am told that everything looks fine and i need to pay more money so my speed can be compatible with my modem, i dont buy that for a second. [Edited: "Soliciting"]

Downstream	Channel Bonding Value
Channel ID	28	17	18	19	20	21	22	23	24	25	26	27	29	30	31	32	33	34	35	36	37	38	39	40	41	42	43	44	45	46	47	48
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	555 MHz	489 MHz	495 MHz	501 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	549 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	597 MHz	603 MHz	609 MHz	615 MHz	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	722000000
SNR	41.6 dB	41.4 dB	41.4 dB	41.2 dB	41.3 dB	41.5 dB	41.4 dB	41.3 dB	41.4 dB	41.4 dB	41.3 dB	41.5 dB	41.6 dB	41.7 dB	41.7 dB	41.7 dB	41.5 dB	41.7 dB	41.8 dB	41.7 dB	41.8 dB	41.6 dB	41.6 dB	41.6 dB	41.6 dB	41.5 dB	41.7 dB	41.4 dB	41.2 dB	41.2 dB	41.2 dB	40.2 dB
Power Level	2.6 dBmV	3.1 dBmV	3.1 dBmV	3.0 dBmV	3.0 dBmV	3.0 dBmV	2.9 dBmV	2.9 dBmV	2.8 dBmV	2.8 dBmV	2.8 dBmV	2.6 dBmV	2.7 dBmV	2.5 dBmV	2.5 dBmV	2.5 dBmV	2.4 dBmV	2.6 dBmV	2.7 dBmV	2.6 dBmV	2.5 dBmV	2.3 dBmV	2.3 dBmV	2.3 dBmV	2.3 dBmV	2.2 dBmV	2.3 dBmV	2.0 dBmV	1.6 dBmV	1.7 dBmV	1.9 dBmV	1.1 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM

Channel ID	7	8	9	10	11	12
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	10 MHz	16 MHz	22 MHz	29 MHz	35 MHz	40 MHz
Symbol Rate	2560	5120	5120	5120	5120	2560
Power Level	44.3 dBmV	44.3 dBmV	44.3 dBmV	44.3 dBmV	44.3 dBmV	44.5 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

Note: This comment was created from a merged conversation originally titled STILL HAVING ISSUES

(edited)

0

U

user_13yzmd

22 Messages

4 months ago

Silencing my post on here is crazy

Note: This comment was created from a merged conversation originally titled Xfinity trying to scam me into paying more

2

0

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user_13yzmd

22 Messages

ive been having connection drops and upload speed loss for a month and a half, ive had 5 modems, a new line put in, as well as the node switched.... still i am told that everything looks fine and i need to pay more money so my speed can be compatible with my modem, i dont buy that for a second. more than likely my connection is being throttled so heads up to anyone having the same issue,,,[Edited: "Solicitation"]

ps just had my 6th tech told

me I need some kind of network signal technician to come out and fix the SnR on upstream, after all this would be my 7th tech so I’m going to take my time money and business to AT&T

also support will lie to you and tell you things to get you to pay more, [Edited: "Inflammatory"]

(edited)

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4 months ago

XfinityJorge

Official Employee

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@user_13yzmd We are still here to help you, please respond to our last DM so we can pick up where we left off! We know how important this is to your home and we are looking forward to hearing from you.

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4 months ago

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Your Home Network

user_13yzmd

Intermittent connection

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XfinityJorge

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