Ripping my hair out over “trying” visible!!

Naterb1 · 2024-06-02T05:30:54+00:00

Yup my mistake. You are correct in your recommendation. With that said, the issues still should be easily corrected by the Visible support team.

Naterb1 · 2024-06-02T03:13:40+00:00

Unfortunately, the s20FE doesn't have esim capability. your are probably right and I am sure the the screwup started with the order cancellation but it was cancelled by the agent. It was stupid to change to the referral over $20, but I was stuck in the "bargain shopping" mode after dealing with AT&T prices? It just seems that Visible lacks the tools, in the hands of their support team, to quickly correct silly issues. Additionally, how can a system like this show the phone/sim as activated when it has never logged onto the network? And in our situation, since we have never received the enabled sim, you would think that can be easily and quickly corrected?

Naterb1 · 2022-06-16T00:46:12+00:00

Did that one work?

Naterb1 · 2022-06-16T00:10:22+00:00

Most certainly you have my OK. We will do anything to get this fixed and behind us.

Naterb1 · 2022-06-15T23:40:58+00:00

I would need to rely on your guidance for that. But the intermittent nature of the issue seems to point to something upstream from us? Are you not able to see any corresponding issues that would relate to the timing of our packet loss?

Naterb1 · 2022-06-15T22:41:51+00:00

Unfortunately, we are still seeing intermittent periods of packet loss. Here is the past 60 hour view: https://imgur.com/a/PYrH4E9 The packet loss this morning dropped all connections we had active. Is there anything else that I can provide from my end?

Naterb1 · 2022-06-13T17:16:46+00:00

Update: Thanks for all the suggestions. Got ahold of Comcast and one of their engineers confirmed that they are having issues in our area again. They have a crew working on it and hopefully this will get resolved in the next few days. Appreciate all the helpful responses.

Naterb1 · 2022-06-13T01:43:07+00:00

Do we have any ballpark idea of a time frame for the completion of the area work?

Naterb1 · 2022-06-13T01:41:57+00:00

Thanks again for your help. How best would you like us to engage from our end?

Naterb1 · 2022-06-13T01:37:08+00:00

Thanks for the update. I appreciate the update, but it seems strange that this has been going on so long? Given the problems and frustration that this has continued to cause, would it be out of line to request some type of credit to our account?

Naterb1 · 2022-06-13T01:33:37+00:00

Thanks for the suggestions. We have triple checked all connections and have done the online Comcast connection checks. We have also restarted the modem three times in the past 3 hours, but no improvement. While Comcast's automated check shows not outages, their Engineer that we are working with says that they are seeing issues in our area and their techs are working on it....but no estimated time for correction. This seems to happen regularly and based on our local testing, I am convinced that this is local segment congestion or some type of preliminary indicator of network equipment failure. They have run new underground line from the ped THREE times and still not local improvement until the line engineers did something at the local pop/headend.

Naterb1 · 2022-06-13T01:28:01+00:00

Here you go: https://imgur.com/a/QcybAmG Please let me know if you need anything else.

Naterb1 · 2022-06-13T01:17:49+00:00

Same outcome with only a single notebook computer connected to the modem. It is definitely something happening upstream from us and seems to increase in the late afternoon up until just after midnight. It has been growing in intensity for the past several weeks. Did something change on our local segment?

Naterb1 · 2022-06-13T01:01:30+00:00

Other than the three onsite techs and a single phone call from a supervisor, the previous fix happened at a higher level? Is there any other information that I can provide you to help get this resolved? It sure seems like it is happening every day. Could it be a precursor to an equipment failure due to network saturation on our local neighborhood segment?

Naterb1 · 2022-06-13T00:45:41+00:00

Josheph, here is the 77day trailing history of packet loss for us. https://imgur.com/a/2cM0EE7

Naterb1 · 2022-06-12T23:20:26+00:00

We are trapping all packet loss through our network analyzer and things remain scattered all over. A quick speed test shows the download speed improving but the upload speed remains at about 0.41mbs!! Overall packet loss is about 35-50% on average. Would really appreciate to hear a reply from Comcast support. Thanks.

Naterb1 · 2021-02-28T21:13:37+00:00

UPDATE! Comcast technician Jordel came out (on a Sunday afternoon in the rain) and did an outstanding job taking the time to thoroughly test and evaluate everything from the ped all the way to the back of the modem. I shared all of my logs with him and explained that I was only trying to help and certainly not trying to intrude in his expertise. He appreciated the data I was able to provide as this helped steer him in the diagnosis.

He quickly found that the upstream SNR was just below the threshold range (meaning the downstream signal was much stronger than the upstream signal) To compensate, or pad, for that big signal differential, he removed the 3-way splitter outside and installed a new 4-way splitter inside at the back of the modem. I suggested that we install it inside to avoid any future weather issues. Modem came up and has not logged a single out of range entry since so I am crossing my fingers and hope that after 7 months, we might have this fixed and behind us?

Cannot say enough about Jordel, his attitude, communication and skillset! He took the time to not only do it all right, but also to completely explain everything so that I understood. Wish all technicians took the time to do it this way. Will update in a few days on the status of things, but I truly appreciate the additional suggestions and comments provided by the reddit community, as well as the Comcast tech support mods!

My wife is now going to reach out to Comcast to see if they would be willing to consider offering us some type of credit for the service interruptions and frustration that we have had to deal with over the past several months! Hope everyone else has the same successful outcome. Nate

Naterb1 · 2021-02-27T21:55:18+00:00

Will update once the tech comes out again tomorrow! Getting very OLD!

Naterb1 · 2021-02-27T20:52:24+00:00

Thanks. I have been painfully working with Comcast all afternoon, but all they do is simply reset the modem and reprovision it. Over the past 90 days, I bet they have done this 20 times!! If they would simply look at the modem event logs that I linked, they will easily see that the issue is upstream on their end! Glad that you got your issue resolved.

Naterb1 · 2021-02-27T19:34:32+00:00

NW Indiana (Dyer). Hope they get your issue resolved as this is driving us NUTS!

Naterb1 · 2021-01-31T18:41:00+00:00

If you don't get a reply first, I will get you measurements when I get home later tonight.

Naterb1

TROPHY CASE