Welcome to Xfinity Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,844,785

members

1,204

online

36,652

topics

Top

Internet Problems

Frequent Visitor

Internet Problems

I have been a Comcast customer for over 25 years. Two years ago I switched from Comcast to Verizon just to see if I could get comparative service for cheaper ( I was paying $250 + a month). I hated it and switched back within a couple of months. Ever since Comcast was reinstalled I have been getting inconsistent and slow speeds. But at least I had service. About two weeks ago I noticed my modem rebooting itself randomly and I was getting speeds around .50 - 30 mbps compared to the 200 mbps that I pay for. Over the next week I spent upwards of 10 hours on the phone with different Comcast departments trying to sort it out but I was unable to get any answers. They kept telling me that my modem was defective and I tried 3 others that they sent me. They finally agreed to send a technician who decided that it was signal interference and replaced the outlet covers everywhere where a Comcast modem/box was plugged in. I luckily did a speed test before they left and found that the issue was not fixed. They checked and found a override order that had been placed for my street and assured me it would be fixed. It was not. I called again and they told me somebody would be back to fix it and I would just notice my service would improve. I have since been getting decent speeds (100-200 mbps) on most of my devices, but the signal strength is still weak in parts of my home. I have also had trouble getting the iOS devices in my home to retain their connection. Is this a problem that can be fixed my buying a 3rd party modem/mesh network? 

Tags (1)
Connection Expert

Re: Internet Problems

http://corporate.comcast.com/comcast-voices/10-ways-you-might-be-killing-your-home-wi-fi-signal

 

http://forums.xfinity.com/t5/Your-Home-Network/Improve-Your-Wireless-Gateway-Home-Network/td-p/26276...

 

There are other options. Google for WiFi repeaters / range extenders, WiFi mesh systems.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Frequent Visitor

Re: Internet Problems

Thank you. So you don't think this is something that is modem based? I have a Google OnHub but I had to disable it in the process of troubleshooting, but the only place I can put it is on the other side of my desk. Should I look at something like the Google Wifi?

Connection Expert

Re: Internet Problems

Anything is possible but you made this comment;

 

"I have since been getting decent speeds (100-200 mbps) on most of my devices, but the signal strength is still weak in parts of my home. I have also had trouble getting the iOS devices in my home to retain their connection."

 

I advised based on that. For giggles, What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?





Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Frequent Visitor

Re: Internet Problems

XB3 Dual Band Modem 

 

And I the WiFi Spectrum Analyzer is not showing up with my network name but it is showing up with all other networks in my area, am I looking in the wrong place?

Connection Expert

Re: Internet Problems

If you can't find the power levels and the SNR figures you can call in to customer service and ask a rep for them.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Frequent Visitor

Re: Internet Problems

Here it is.

stats.PNG
Connection Expert

Re: Internet Problems

Well the three downstream channels that you posted are fine. Aren't there any more channels displayed ? The upstream is fine as well.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Frequent Visitor

Re: Internet Problems

Just this.

Capture3.PNG
Frequent Visitor

Re: Internet Problems

In terms of the index for downstream there are 24 total and the power levels and frequency increase each time. SNR is about the same for all.

Connection Expert

Re: Internet Problems

There should be more than just three downstream channels locked. Most areas now have upwards of 16 to 24 or more channels. That would certainly limit your download speed and could introduce instability / inconsistency in your speeds / performance. Noise ingress somewhere into the lines / forward path can can the unbonding / unlocking of channels.

 

I didn't see your last post before I posted this. Disregard the above.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Problem Solver

Re: Internet Problems

There is a scroll bar under the downstream levels use that scroll bar and scroll to the right to see the other channels.
Connection Expert

Re: Internet Problems


jweaver0312 wrote:
There is a scroll bar under the downstream levels use that scroll bar and scroll to the right to see the other channels.

My next suggestion......

 

FWIW, they stated this;

 

"In terms of the index for downstream there are 24 total and the power levels and frequency increase each time. SNR is about the same for all."




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Frequent Visitor

Re: Internet Problems

 

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
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
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
537.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
591.00 MHz
597.00 MHz
603.00 MHz
609.00 MHz
615.00 MHz
621.00 MHz
627.00 MHz
633.00 MHz
645.00 MHz
651.00 MHz
675.00 MHz
               
SNR
38.98 dB
38.98 dB
38.98 dB
38.61 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.61 dB
38.98 dB
38.61 dB
38.98 dB
38.61 dB
38.61 dB
38.61 dB
38.98 dB
38.98 dB
38.61 dB
38.98 dB
38.98 dB
38.98 dB
38.61 dB
               
Power Level
1.50 dBmV
1.80 dBmV
2.10 dBmV
2.40 dBmV
2.80 dBmV
2.90 dBmV
3.20 dBmV
3.30 dBmV
3.20 dBmV
3.10 dBmV
3.30 dBmV
3.50 dBmV
3.00 dBmV
2.80 dBmV
2.90 dBmV
3.20 dBmV
3.30 dBmV
3.40 dBmV
3.40 dBmV
4.10 dBmV
4.70 dBmV
4.30 dBmV
4.30 dBmV
4.00 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
Forums Tips and Tricks:
Tagging Posts... See More
Discussion stats
  • 13 replies
  • 210 views
  • 0 kudos
  • 3 in conversation