200mbps Plan Capped Randomly at 30 mbps EVERY DAY

Hello,

We have an Arris Surfboard SB6190 modem and a Netgear Nighthawk R6700. We are on a 200mbps download plan.

We get around 150mbps throughout the day when everything is working. More often we will go for hours limited to 30mbps.

I'm starting to notice this is happening around 7pm every day, lasting through midnight and sometimes through the morning. We will also be capped at 30mbps randomly throughout the day for several hours.

This has been observed and confirmed by an Xfinity internet tech support agent over the phone who looked at our "Historical Plots" for the last 6 days and noted the random "drastic" drops in speed the line is providing to our modem.

This 30mbps cap applies to all devices in the home, regardless of wifi or Ethernet connection. I have direct connected my laptop to both the router and the modem to confirm the Ethernet connection directly from the modem is also reflecting the 30mbps cap.

Modem Upstream/Downstream details:

Downstream(32 channels):

When the internet is capped at 30mbps, Channel 5 is "Not Locked". Currently the internet is not capped at 30mbps, Channel 5 is "Locked" but has 1700382 Correctable and 1216596 Uncorrectables.

Channel 6 has 22,665,577 Correctables and 21,922,667 Uncorrectables

Upstream(4 Channels):

All 4 channels are "Locked".

An Arris tech representative noted the power levels for the upstream channels are too low and need to be corrected by Xfinity. The range should be 45-52dBvm, the range the modem is receiving is 37-42dBvm.

What could be causing this?

Responses

Accepted Solution

maybenotstig

New Poster

•

4 Messages

5 years ago

Update: (Short Version) A "bucket team" technician was sent to our area to replace very old connections on the utility poles in the neighborhood serving our building. This seems to have fixed the issue.

(Long Version)

After being put in contact with someone from the executive office, she was able to schedule another technician who was the first one to show up with SOME background information given to them. He was the first to knock on our door without saying "I don't have any notes on why I am here, tell me what's happening."

He confirmed our building wiring is fine and capable of receiving and distributing the maximum signal. He was able to see the signal our building was receiving over the last few days and confirmed the problem is not our modem, or router, or wiring. The issue is coming from the "node" on a nearby utility pole or something. When he opened a ticket for the "bucket team" to come out and check the "node" he found there were already 14 complaints about a similar internet performance issue coming from the same "node", which serves hundreds of people in the area.

A few days later a "bucket team" member knocked on our door and reported he had been up in the "bucket" checking out the "node" and other junction boxes on utility poles. He found some vital connectors that could have been 30 years old by the looks of them and were likely the cause. He replaced all the old connectors and took before/after shots for his report.

Since then we haven't had internet issues. It's only been 4 days, but it used to act up multiple times a day.

CCAndrew

Gold Problem Solver

•

25.9K Messages

5 years ago

Post your levels and don’t believe Arris

maybenotstig

New Poster

•

4 Messages

5 years ago

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	37	675.00 MHz	5.60 dBmV	38.61 dB	484	113
2	Locked	256QAM	9	507.00 MHz	7.80 dBmV	40.37 dB	1080	138
3	Locked	256QAM	10	513.00 MHz	7.90 dBmV	40.37 dB	985	158
4	Locked	256QAM	11	519.00 MHz	7.50 dBmV	40.37 dB	924	138
5	Locked	256QAM	12	525.00 MHz	7.60 dBmV	37.64 dB	1700495	1216609
6	Locked	256QAM	13	531.00 MHz	7.50 dBmV	40.37 dB	22665701	21922667
7	Locked	256QAM	14	537.00 MHz	7.20 dBmV	40.37 dB	790	144
8	Locked	256QAM	15	543.00 MHz	7.20 dBmV	40.37 dB	665	137
9	Locked	256QAM	16	549.00 MHz	6.80 dBmV	40.95 dB	641	168
10	Locked	256QAM	17	555.00 MHz	6.60 dBmV	40.37 dB	592	167
11	Locked	256QAM	18	561.00 MHz	6.50 dBmV	38.98 dB	1059	299
12	Locked	256QAM	19	567.00 MHz	6.20 dBmV	38.98 dB	600	90
13	Locked	256QAM	20	573.00 MHz	6.10 dBmV	38.98 dB	458	40
14	Locked	256QAM	21	579.00 MHz	5.80 dBmV	38.61 dB	491	43
15	Locked	256QAM	22	585.00 MHz	5.60 dBmV	38.98 dB	731	2188
16	Locked	256QAM	23	591.00 MHz	5.70 dBmV	40.37 dB	812	2000
17	Locked	256QAM	24	597.00 MHz	5.40 dBmV	38.98 dB	897	2860
18	Locked	256QAM	25	603.00 MHz	5.20 dBmV	38.98 dB	657	1039
19	Locked	256QAM	26	609.00 MHz	5.40 dBmV	38.98 dB	619	141
20	Locked	256QAM	27	615.00 MHz	5.60 dBmV	38.98 dB	549	165
21	Locked	256QAM	28	621.00 MHz	5.60 dBmV	38.98 dB	557	140
22	Locked	256QAM	29	627.00 MHz	5.90 dBmV	38.98 dB	480	138
23	Locked	256QAM	30	633.00 MHz	5.90 dBmV	38.61 dB	474	173
24	Locked	256QAM	31	639.00 MHz	6.00 dBmV	38.61 dB	462	134
25	Locked	256QAM	32	645.00 MHz	6.00 dBmV	38.90 dB	432	161
26	Locked	256QAM	33	651.00 MHz	5.90 dBmV	39.20 dB	433	156
27	Locked	256QAM	34	657.00 MHz	5.90 dBmV	38.90 dB	445	155
28	Locked	256QAM	35	663.00 MHz	5.90 dBmV	38.60 dB	381	121
29	Locked	256QAM	36	669.00 MHz	5.80 dBmV	38.90 dB	459	115
30	Locked	256QAM	38	681.00 MHz	5.60 dBmV	39.20 dB	451	78
31	Locked	256QAM	39	687.00 MHz	5.30 dBmV	39.20 dB	390	47
32	Locked	256QAM	40	693.00 MHz	5.10 dBmV	38.60 dB	353	8

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	6	5120 kSym/s	30.10 MHz	37.75 dBmV
2	Locked	ATDMA	8	5120 kSym/s	17.30 MHz	37.50 dBmV
3	Locked	ATDMA	7	5120 kSym/s	23.70 MHz	37.00 dBmV
4	Locked	ATDMA	5	5120 kSym/s	36.50 MHz	37.50 dBmV

user_132c5b

Visitor

•

2 Messages

4 years ago

I think I have the same problem. I even think he hadn't noticed. Before I paid Xfinity for 100 mbps, now I pay for 200 mbps and there is no direct transfer, it doesn't even exceed 30 mbps. I already spoke with Arris and Tp Link, and they updated the software, but the problem is with Xfinity, and I had not noticed.

EG

Expert

•

110.3K Messages

@user_132c5b

Please create a new topic of your own here on this board detailing your issue (copy your post and paste it there). Thanks. Re-closing this year old dead thread that was improperly re-opened by the new forum software / platform. A known issue that is being worked on.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

4 years ago

Your Home Network

maybenotstig

200mbps Plan Capped Randomly at 30 mbps EVERY DAY

maybenotstig

CCAndrew

maybenotstig

user_132c5b

EG

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