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Was my connection issue from xfinity side or modem?

Regular Visitor

Was my connection issue from xfinity side or modem?

I became xfnity internet customer two weeks ago.  The internet connection I got was never stable.  I am so frustrated.  I work in IT field,  and I need to work at home often and need to have contant and stable internet connection at home.  In the past 10 years, I was with another ISP provider and never had annoying connection problem at home (probaby only rebooted my modem no more than 5 times in 10 years).  Long story short, after switching to xfinity, during the first week, i had to reboot or reset my modem multiple times everyday - because connection speed was good for only a couple of hours then started getting slower and slower,  eventually I couldn't use internet anymore.  A week later, xfinity sent our a techinician to my house.  The tenician was really nice and thorough - he changed almost all connectors from outside pole and in my house, he also added splitter to lower the incoming signal power. The issue was getting better - the connection would stay good for a 2 or 3 days but then all sudden became slowing again then stopped.  Even reboot modem didnt help at all.  Each time,  i had to stop using internet; and after overnight or a day,  the internet became avaiable and good again.

 

I spoked to xfinity support multiple times and they tend to tell me my modem was not good.  I also spoke my modem tech support folks multiple times,  and they told me the line had issues and xfinity needed to fix it - because there were huge (over millions) # of corrected/uncorrected in downstream channels and there are a lot T3 timeout events in modem logs.

 

I am not sure which side to blame.  I was hesitated to request comcast tenician visit becuase on the phone they always ask me to approval a request order of $60, they said that is the only way they can send over a techincian.  I am attaching some screenshots of my modem connection status and even logs.  Hope someone in the community can help tell me if it was my modem the root cause or it was the comcast lines/poles.  Really appreciate !!


Accepted Solutions
Official Employee

Re: Was my connection issue from xfinity side or modem?

MG7540-8968 wrote: Thanks very much everyone for your input.  Hi ComcastAmir,  I have sent you a private message.  Appreciate your help.  I will keep everyone posted.

 

I replied to your private message please reach back out to me there. 


All Replies
Expert

Re: Was my connection issue from xfinity side or modem?

Start here: troubleshooting guide. If you still need help, please post your equipment details (make/model of your modem/gateway/router) and a screenshot of your signal levels and your error/event log. Thank you!

Regular Visitor

Re: Was my connection issue from xfinity side or modem?

My modem/router is "Motorola MG7540 16x4 Cable Modem plus AC1600 Dual Band Wi-Fi Gigabit Router".

Here is the screenshot of downstream bonded channel.

Thanks.

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (d Corrected Uncorrected
1 Locked QAM256 13 681.0 6.7 35.2 100766025 3573613
2 Locked QAM256 1 609.0 7.2 36.4 30278285 429455
3 Locked QAM256 2 615.0 7.3 36.3 21617794 234168
4 Locked QAM256 3 621.0 7.2 36.3 28366417 768134
5 Locked QAM256 4 627.0 7.2 36.0 28818322 300771
6 Locked QAM256 5 633.0 7.3 35.9 35690095 750261
7 Locked QAM256 6 639.0 7.0 35.7 43278661 4561726
8 Locked QAM256 7 645.0 6.7 35.5 35113038 1334551
9 Locked QAM256 8 651.0 6.6 35.4 39654229 1130462
10 Locked QAM256 9 657.0 7.0 35.5 75114871 2380563
11 Locked QAM256 10 663.0 7.2 35.4 81511349 1486827
12 Locked QAM256 11 669.0 7.2 35.4 83679555 1578330
13 Locked QAM256 12 675.0 6.8 35.0 95354090 2746812
14 Locked QAM256 14 687.0 6.9 35.1 105823701 4380298
15 Locked QAM256 15 693.0 7.1 35.1 109927709 5203708
16 Locked QAM256 16 699.0 6.8 34.9 118317455 7471567
Total             1033311596 38331246
Expert

Re: Was my connection issue from xfinity side or modem?

FWIW, the downstream power levels and the SNR's are o/k as are the upstream power levels from your previous PDF link.
Expert

Re: Was my connection issue from xfinity side or modem?

@MG7540-8968

Your power levels are okay, but your SNR is marginal and the uncorrected FEC numbers are indicative of an issue. That plus the multiple T-3 errors you reported means you'll probably need a tech visit to get this straightened out.

 

I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 

 

Tip: If you need service, sign up for the Service Protection Plan (SPP). It's around $6 a month and you must keep it for at least 60 days after your service call. If you have SPP, you won't incur a service charge. You can sign up when you schedule an appointment.

 

 

Official Employee

Re: Was my connection issue from xfinity side or modem?

Hi MG7540-8968, I can check your levels on my end and schedule a tech if needed. Please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me".

Regular Visitor

Re: Was my connection issue from xfinity side or modem?

Thanks very much everyone for your input.  Hi ComcastAmir,  I have sent you a private message.  Appreciate your help.  I will keep everyone posted.

Official Employee

Re: Was my connection issue from xfinity side or modem?

MG7540-8968 wrote: Thanks very much everyone for your input.  Hi ComcastAmir,  I have sent you a private message.  Appreciate your help.  I will keep everyone posted.

 

I replied to your private message please reach back out to me there. 

Regular Visitor

Re: Was my connection issue from xfinity side or modem?

ComcastAmir found out there was some works being going on in my area that might have contributed to the connection problem I experieneced.  Thanks!  I think their works were completed.  Since I rebooted my modem last time, it has been 2 weeks I haven't had any internet connection problem at home.  Appreciated everyone's help and inputs.