I had some luck contacting executives I found on LinkedIn when I had a similar issue with WOW.
A monopoly ISP refuses to fix upstream infrastructure
31–40 of 361 posts
Re: A monopoly ISP refuses to fix upstream infrastructure
#32If OP is reading this, try downgrading to a Docsis 3.0 modem. Docsis 3.1 in Comcast’s deployed infrastructure has severe repeating outage issues when there’s a cracked line somewhere allowing RF leakage into it, that cause a partial 3.1 reset but have no effect on 3.0.
According to the article, it happens on a very specific set of intervals. That's not an RF issue. Downgrading/replacing the device isn't a solution.
Re: A monopoly ISP refuses to fix upstream infrastructure
#33Not definite imo to be some sort of cron job. More likely there is some sort of electromagnetic interference happening at that time (a classic one used to be cheap Christmas decoration lights which would be on a timer and cause chaos). This person needs to get the actual DOCSIS diagnostic logs from the modem to figure out what's going on with the physical line, not just ping tests or speed tests. Also, why wouldn't s…
I doubt it's RF interference from something like christmas lights at those specific intervals for 17 months. Also, the author did provide DOCSIS diagnostic logs.
Even if it is RF interference, the problem is at the node level (because his neighbor has the same issues at the same times). So it's not his responsibility to figure out the problem for Xfinity.
Starlink is not an equivalent solution. It's much slower than his requirements, for one.
Re: A monopoly ISP refuses to fix upstream infrastructure
#34The comment at the bottom of the article I believe is correct. I believe this because our neighborhood had the same problem. One day my neighbor, frustrated beyond his capacity, and seemingly very high on something, went outside and started ripping infrastructure out by hand and damaging everything else he could find with a hammer. They came out and replaced a lot of the damaged equipment and did a few upgrades. Afte…
I was merely pretty sure that the comment was AI generated as I read it. After reading it, I became a lot more confident when I noticed the username above the comment: Gemini 3.
Is this a Wordpress plugin the blog author is using?
Re: A monopoly ISP refuses to fix upstream infrastructure
#35If OP is reading this, try downgrading to a Docsis 3.0 modem. Docsis 3.1 in Comcast’s deployed infrastructure has severe repeating outage issues when there’s a cracked line somewhere allowing RF leakage into it, that cause a partial 3.1 reset but have no effect on 3.0.
I think that's probably why they downgraded his speed from 1200 to 700, in an attempt to avoid using the more sensitive channels.
Re: A monopoly ISP refuses to fix upstream infrastructure
#36Not this bad of a situation but I’ve successfully gotten them to escalate to the network engineers who were able to help
Perhaps asking specifically to be escalated to or put in contact with a network engineer would be helpful
Or at least find one online and send him an email - sometimes they ignore you but sometimes they go out of their way to resolve your issue
Re: A monopoly ISP refuses to fix upstream infrastructure
#37I had a similar problem with a different ISP, Optimum, in Northern NJ. It wasn't as regular as the author's problem -- my cable modem would desync intermittently throughout the day despite the signal strength numbers being in spec. I replaced everything downstream of the drop from the street, all new wiring inside, a new modem/router/etc. All signs pointed to the problem being outside the house. I went so far as to c…
These days you get a lot better result from any company if you take a few minutes, find the email of a few VPs in the target company, and write the execs directly.
Exec fowards the email to the correct underling with "WTF?" added to it. You get phone calls the next day.
Re: A monopoly ISP refuses to fix upstream infrastructure
#38The comment at the bottom of the article I believe is correct. I believe this because our neighborhood had the same problem. One day my neighbor, frustrated beyond his capacity, and seemingly very high on something, went outside and started ripping infrastructure out by hand and damaging everything else he could find with a hammer. They came out and replaced a lot of the damaged equipment and did a few upgrades. Afte…
I was merely pretty sure that the comment was AI generated as I read it. After reading it, I became a lot more confident when I noticed the username above the comment: Gemini 3 . Is this a Wordpress plugin the blog author is using?
Amazing that we now live in a world where AI can instantly an accurately diagnose a network infrastructure problem, but you are still forced to talk to CS drones who tell you again and again "have you tried unplugging it and plugging it back in?"
Re: A monopoly ISP refuses to fix upstream infrastructure
#39I found that logging into the cable modem itself and getting the signal levels and modem event logs helps. The poster seems to just be logging IP reachability. You have to keep repeating that modem logs show the problem is outside of my house until they send a technician. Then you hope the tech knows what he is doing enough to verify the issue and call the right person. It took about 2 months and 5 visits to get my o…
Hey thanks I didn't realize I could do that. Updated the article with the docsis log. Bunch of UCD invalid or channel unusable and SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
gotta ask, just because i went through this with spectrum recently.
have you grabbed an extension cord and tried connecting the modem outside at the drop for awhile?
i hear you that your neighbor has the same issue. but if youre in. say a development by the same builder, or were all part of a comcast upgrade at roughly the same time ..
and well… you both recently upgraded to 1.2(?) because that would be the latter case
after my gig upgrade and a few tech visits i ended up finding a splitter that only goes up to 800mhz or so (if that) inside a wallplate.
TLDR:
you might have a 5-1000mhz splitter. thats widely used by comcast still.
MORE:
OFDM is 1008mhz or so and you wouldnt notice the problem under, or maybe just UP TO gigabyte speeds (eg: downgrading to 500mb might mysteriously “fix” it).
but you WILL notice this at 1.2gb.
spectrum is future proofing and using 5-2500mhz splitters
ANECODTAL:
my modem locked with the 800mhz splitter, but it dropped , cycled and had horrible upload speeds.
techs never tried or thought of this . the final boss tech took photos and even took the splitter back to show his boss. i guess multiple units had tickets after the gig upgrade and they had an “aha” moment.
TECHNICAL:
i would expect something more like multiplexing errors in this situation. forgive me because im 20 years out of the game (was an RF/install tech on analog CATV , and cable modems when those were brand new to Charter) and had to look it up but i think docsis 3.1 is dependent on 957–1151 MHz or 1008–1152 MHz
its that 1008+mhz where now your splitter is acting like a 5-1000mhz filter.
its not perfect like okay maybe 4-1003mhz gets through the filter maybe even more permissive if its a cheap one. but thats NOT a clean signal for that frequency band its more like bleed-through.
sort of similar to traps (the little barrels theyd screw onto your line to block you from getting pay channels in the olden days) and how you STILL could sort of see and hear. a little bit of what was going on on cinemax at 3am and at least get the IDEA. :>
Re: A monopoly ISP refuses to fix upstream infrastructure
#40I sympathize with the author. I remain on Charter’s shitlist to this day because I had a very similar issue about twenty years ago, except our connection cut out entirely after ~10MB of data had downloaded in a continuous stream, and the cable modem had to wait for the line to become available again. No amount of technical documentation, logs, traceroutes, equipment swaps, or anything on my end would convince them it…
[deleted]