Issues regarding internet

The downstream power levels and the SNR values are out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

First. Is there a drop amplifier / powered splitter on the coax line leading to the modem ? If so, confirm that it is powered on.

If not, in an effort to try to obtain better connectivity, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/reconfigured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also, check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, or animal chews.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

Ok so if there is nothing more that can be done to improve the connection quality, then you'll need a tech out to investigate as stated. You may need an amplified splitter which they can provide.

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere, but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.

Good luck !

@user_dd7863 

If the signal levels directly from their street feed are too weak, there should not be any charge. If the problem lies with the premises' wiring / hardware, you can be charged. It's not likely that you can get an amp from the store. They'll want to send a tech out to evaluate whether or not it is truly needed.

Thanks for reaching out to us and thanks for all the troubleshooting steps you have taken. Let's get this resolved for you,  go ahead and send me a direct message including your first and last name to get started

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@user_dd7863 @XfinityOrlandoM 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

I have a tech coming today between 5-7pm EST so lets see what happens.

Says too conjested cannot play video recordings