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user_u1aaq0
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23 Messages

Friday, March 14th, 2025 10:08 PM

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300mbps speed loss for over a month, no help

This started around 12 February and I've not gotten any answers as to why. Prior to that date, I was getting 1375-1425mbps, no errors, no lag, etc. There was some workers, here, today, that replaced a large sized piece of equipment, outside, that'd gone bad, but after they'd completed their work and my internet came back up, I still am not getting over 1100mbps, except rarely. I own my own equipment and bought it, specifically for the higher download speed. My modem is a Netgear CM2000, router is an Archer BE550 and the motherboard ethernet port is Intel i225-V. All are certified up to 2500mbps, with the router's WAN and LAN ports having a throughput of 2500mbps. My ethernet cables are CAT 6 STP, rather than UTP. Everything I can do, I have done, to get my download speed back above the (now) 1300mbps I'm paying for. Conversations with live agents have not resulted in any change, of any kind. "Everything is fine, on our end. It must be your equipment." Can anyone help, please? I'd appreciate it, very much.

The tech that came out, on 15 Feb, replaced an outdoor cable, that is still lying on the ground. I've not gotten any phone calls, from anyone, about what other cable would be replaced. I'm past the point of being irritated and getting angry.  Additionally, before the speed drop, my iPhone hit 1384mbps using Ookla Speedtest app, via the aforementioned router and modem.

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5 days ago

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Accepted Solution

user_u1aaq0

Contributor

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23 Messages

5 days ago

After extensive troubleshooting, over a period of weeks, the problem has been isolated to Norton 360 being the culprit behind the drop in speeds. Did a complete install of Windows, this morning, installing an update/driver file, then running speedtest. Got over 1500, each time, until I installed Norton and the speed dropped to 1150. After uninstalling Norton, the speeds returned to slightly over 1500. This can be closed, now.

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XfinityOrlandoM

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1.9K Messages

@user_u1aaq0

 

Thanks for reaching out to us I'm glad we were able to help you resolve your concerns on your speed issues. Feel free to reach out to us anytime and thank you for being the best part of Xfinity

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 days ago

0

XfinityChelseaB

Official Employee

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1.6K Messages

1 month ago

Hello @user_u1aaq0, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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user_u1aaq0

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23 Messages

25 days ago

This is still being worked on, so please, don't close it. Have a lot of odd problems and lot of Xfinity folk, from here, scratching their heads, like me, such as "Modem unavailable" on my account support page, regardless if I have my Netgear CM2000 connected & configured or my older Motorola MB8611.

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user_u1aaq0

Contributor

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23 Messages

From 2 hours ago, on Netgear CM2000.

at Mar 22 12:06:34 2025 (Warning (5))  RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 22 12:05:46 2025 (Critical (3))  No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 22 12:05:46 2025 (Warning (5))  RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 22 12:05:46 2025 (Warning (5))  Dynamic Range Window violation
Sat Mar 22 12:05:46 2025 (Warning (5))  RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 22 12:05:45 2025 (Warning (5))  Dynamic Range Window violation
Sat Mar 22 12:05:45 2025 (Warning (5))  RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 22 12:05:45 2025 (Warning (5))  Dynamic Range Window violation
Sat Mar 22 12:05:45 2025 (Warning (5))  RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 22 12:05:44 2025 (Critical (3))  No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 22 12:05:44 2025 (Warning (5))  RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 22 12:05:39 2025 (Critical (3))  SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 22 12:05:38 2025 (Notice (6))  DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sat Mar 22 12:05:32 2025 (Notice (6))  TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Time Not Established (Notice (6))  Honoring MDD; IP provisioning mode = IPv6

25 days ago

0

user_u1aaq0

Contributor

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23 Messages

@EG I'd appreciate your input, sir, if you've the time. Quick background relating to the above modem log entries. I've had the same errors, show up on three modems, at two different service addresses. From what I've been able to find out, they indicate a problem between the tap and CMTS, somewhere. Latest tech visit discovered a 500mbps drop, from 1500 to 1000. Still working with folks here, apartment management, to work through everything. Ordered CM3000 modem, which will be here, Tuesday. That may or may not confirm bad in house cables.

12 days ago

0

user_u1aaq0

Contributor

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23 Messages

7 days ago

New modem, Netgear CM3000, still having issues. Tech coming out, again, today.

Procedure Status Comment
Acquire Downstream Channel 405000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD IPv6 only
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 42 405000000 Hz 2.3 dBmV 41.5 dB 0 0
2 Locked QAM256 1 483000000 Hz 1.5 dBmV 41.0 dB 0 0
3 Locked QAM256 2 489000000 Hz 1.4 dBmV 40.9 dB 0 0
4 Locked QAM256 3 495000000 Hz 1.2 dBmV 40.9 dB 0 0
5 Locked QAM256 4 501000000 Hz 1.1 dBmV 40.8 dB 0 0
6 Locked QAM256 5 507000000 Hz 0.9 dBmV 40.7 dB 0 0
7 Locked QAM256 6 513000000 Hz 0.8 dBmV 40.7 dB 0 0
8 Locked QAM256 7 519000000 Hz 0.6 dBmV 40.5 dB 0 0
9 Locked QAM256 8 525000000 Hz 0.4 dBmV 40.4 dB 0 0
10 Locked QAM256 9 531000000 Hz 0.3 dBmV 40.4 dB 0 0
11 Locked QAM256 10 537000000 Hz 0.2 dBmV 40.3 dB 0 0
12 Locked QAM256 11 543000000 Hz 0.0 dBmV 40.2 dB 0 0
13 Locked QAM256 12 549000000 Hz 0.1 dBmV 40.2 dB 0 0
14 Locked QAM256 13 555000000 Hz 0.1 dBmV 40.2 dB 0 0
15 Locked QAM256 14 561000000 Hz 0.1 dBmV 40.2 dB 0 0
16 Locked QAM256 15 567000000 Hz 0.0 dBmV 40.1 dB 0 0
17 Locked QAM256 16 573000000 Hz 0.0 dBmV 40.1 dB 0 0
18 Locked QAM256 17 579000000 Hz -0.1 dBmV 40.0 dB 0 0
19 Locked QAM256 18 585000000 Hz -0.2 dBmV 39.9 dB 0 0
20 Locked QAM256 19 591000000 Hz -0.2 dBmV 39.9 dB 0 0
21 Locked QAM256 33 459000000 Hz 1.8 dBmV 41.1 dB 0 0
22 Locked QAM256 34 465000000 Hz 1.7 dBmV 41.1 dB 0 0
23 Locked QAM256 35 471000000 Hz 1.7 dBmV 41.0 dB 0 0
24 Locked QAM256 36 477000000 Hz 1.6 dBmV 41.0 dB 0 0
25 Locked QAM256 38 435000000 Hz 2.0 dBmV 41.3 dB 0 0
26 Locked QAM256 39 441000000 Hz 1.9 dBmV 41.3 dB 0 0
27 Locked QAM256 40 447000000 Hz 1.9 dBmV 41.2 dB 0 0
28 Locked QAM256 41 453000000 Hz 1.9 dBmV 41.2 dB 0 0
29 Locked QAM256 43 411000000 Hz 2.2 dBmV 41.5 dB 0 0
30 Locked QAM256 44 417000000 Hz 2.0 dBmV 41.4 dB 0 0
31 Locked QAM256 45 423000000 Hz 1.9 dBmV 41.3 dB 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 38.8 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 38.5 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 37.8 dBmV
4 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 38.3 dBmV
5 Locked ATDMA 9 1280 Ksym/sec 39600000 Hz 38.8 dBmV
6 Not Locked Unknown 0 0 0 0.0 dBmV
7 Not Locked Unknown 0 0 0 0.0 dBmV
8 Not Locked Unknown 0 0 0 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock Status Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier
Number Range		 Unerrored
Codewords		 Correctable
Codewords		 Uncorrectable
Codewords
1 Locked 0 ,1 ,2 ,3 37 690000000 Hz -0.12 dBmV 39.2 dB 1108 ~ 2987 1045286039 1041073501 2258
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV

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user_u1aaq0

Contributor

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23 Messages

7 days ago

Put a PPC 6db downstream attenuator inline, on back of modem to bring downstream dBmV down. Speeds still off. Team has been great, with helping.

Log from last night. After commanded reset.

Tue Apr 08 19:29:15 2025 (Notice (6))  CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 08 19:29:15 2025 (Notice (6))  CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 33 34 35 36 37 38 39 40 41 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Tue Apr 08 19:29:11 2025 (Notice (6))  CM-STATUS message sent. Event Type Code: 23; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 08 19:29:11 2025 (Notice (6))  CM-STATUS message sent. Event Type Code: 22; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 08 19:29:10 2025 (Notice (6))  CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 33 34 35 36 38 39 40 41 42 43 44 45; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 08 19:28:36 2025 (Warning (5))  MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 08 18:45:23 2025 (Notice (6))  DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Apr 08 18:45:18 2025 (Notice (6))  TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

(edited)

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EG

Expert

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109.8K Messages

5 days ago

Marked "Solved" topic now being closed.

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