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Connection speed drops after an hour
I appreciate anyone taking the time to read all this:
400 mbps plan, had alot of devices connected and slowing down so it was time to upgrade to the 800 plan. Xfinity sent the firmware file to modem and it rebooted and showed in xfinity account as new speed plan. Not much of a change, so I presumed the Modem/Router combo (Arris SBG7580-AC) of 6 years has reached end of life and no longer showed as supported anymore, so my idea was to run it as a modem only and set up Deco Mesh system.
Got that in and no change, after a good reboot of modem speeds were good (600-800) but after an hour or two it fell on its face to about 30 download and 20 upload. At this point, I decided to replace the modem with a nice DOCSIS 3.1 unit and future proof my setup. Got an Arris S33 in and tried to get it activated. The activation from the app was unsuccessful but Xfinity live chat got it activated. Well almost. Some devices could connect and work but others kept showing the activate your service homepage. Second Xfinity live chat got it going and we were getting about 600. Until it stopped again and went down to 30. Note this is over ethernet or wireless.
To isolate this from a wireless configuration issue, disconnected the Deco network and everything else, connected an ethernet cable right to modem and rebooted modem to assign my PC an IP address. Booted up, was getting 600 for an hour or so then right back to 30. Tried to call support line and all I could get was a never-ending loop of "Unplug the modem and Retest". Live chat was the same thing. Eventually called again and the automated prompts sent a reset signal and would text me to verify. Reset it, and I texted them back saying not fixed. Immediately received a call and I informed them of my situation and all the steps that have already been taken and requested next level tech support or a technician. Got an appointment scheduled for this Sunday afternoon. To my surprise, the level 2 tech support call me!
We went over some stuff and let him know what's happening, he tried to reprovision my router firmware, we tried some stuff and he informed me that he could not identify the issue and said to keep the appointment. I got a second call from an automated message saying technicians have found an issue and to retest and cancel the appointment if it was fixed. I was now getting 700-800 like I should. Just in case, I decided to wait to cancel it.
Before bed last night I checked it one last time, and back to 30. Checked the error logs in modem page I don't see anything that stands out. All my signals look good (to me) and I cannot see this being a modem or even a drop line issue. Rebooting the modem every 2 hours isn't a solution. This is not a wireless issue or even a configuration issue. I will post the channels and error logs below:
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 36 | Locked | QAM256 | 621000000 Hz | -1 dBmV | 44 dB | 0 | 0 |
| 13 | Locked | QAM256 | 477000000 Hz | -1 dBmV | 44 dB | 0 | 0 |
| 14 | Locked | QAM256 | 483000000 Hz | -2 dBmV | 44 dB | 0 | 0 |
| 15 | Locked | QAM256 | 489000000 Hz | -1 dBmV | 44 dB | 0 | 0 |
| 16 | Locked | QAM256 | 495000000 Hz | -1 dBmV | 44 dB | 0 | 0 |
| 17 | Locked | QAM256 | 501000000 Hz | -1 dBmV | 44 dB | 0 | 0 |
| 18 | Locked | QAM256 | 507000000 Hz | -1 dBmV | 44 dB | 0 | 0 |
| 19 | Locked | QAM256 | 513000000 Hz | -1 dBmV | 44 dB | 0 | 0 |
| 20 | Locked | QAM256 | 519000000 Hz | -1 dBmV | 44 dB | 0 | 0 |
| 21 | Locked | QAM256 | 525000000 Hz | -1 dBmV | 45 dB | 0 | 0 |
| 22 | Locked | QAM256 | 531000000 Hz | -1 dBmV | 45 dB | 0 | 0 |
| 23 | Locked | QAM256 | 537000000 Hz | -1 dBmV | 45 dB | 1 | 0 |
| 24 | Locked | QAM256 | 543000000 Hz | -1 dBmV | 45 dB | 22 | 0 |
| 25 | Locked | QAM256 | 555000000 Hz | -1 dBmV | 44 dB | 3 | 0 |
| 26 | Locked | QAM256 | 561000000 Hz | -2 dBmV | 44 dB | 0 | 0 |
| 27 | Locked | QAM256 | 567000000 Hz | -2 dBmV | 44 dB | 0 | 0 |
| 28 | Locked | QAM256 | 573000000 Hz | -2 dBmV | 44 dB | 0 | 0 |
| 29 | Locked | QAM256 | 579000000 Hz | -2 dBmV | 44 dB | 0 | 0 |
| 30 | Locked | QAM256 | 585000000 Hz | -3 dBmV | 43 dB | 0 | 0 |
| 31 | Locked | QAM256 | 591000000 Hz | -2 dBmV | 44 dB | 0 | 0 |
| 32 | Locked | QAM256 | 597000000 Hz | -2 dBmV | 44 dB | 0 | 0 |
| 33 | Locked | QAM256 | 603000000 Hz | -1 dBmV | 44 dB | 0 | 0 |
| 34 | Locked | QAM256 | 609000000 Hz | -1 dBmV | 44 dB | 0 | 0 |
| 35 | Locked | QAM256 | 615000000 Hz | -1 dBmV | 44 dB | 0 | 0 |
| 37 | Locked | QAM256 | 627000000 Hz | -1 dBmV | 45 dB | 0 | 0 |
| 38 | Locked | QAM256 | 633000000 Hz | -1 dBmV | 44 dB | 0 | 0 |
| 39 | Locked | QAM256 | 639000000 Hz | -1 dBmV | 45 dB | 0 | 0 |
| 40 | Locked | QAM256 | 645000000 Hz | -1 dBmV | 44 dB | 0 | 0 |
| 41 | Locked | QAM256 | 651000000 Hz | -2 dBmV | 44 dB | 0 | 0 |
| 42 | Locked | QAM256 | 657000000 Hz | -2 dBmV | 44 dB | 0 | 0 |
| 43 | Locked | QAM256 | 663000000 Hz | -3 dBmV | 43 dB | 0 | 0 |
| 44 | Locked | QAM256 | 669000000 Hz | -3 dBmV | 43 dB | 0 | 0 |
| 193 | Locked | OFDM PLC | 690000000 Hz | -4 dBmV | 42 dB | 96545885 | 18410 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel ID | Lock Status | US Channel Type | Frequency | Width | Power | |
| 17 | Locked | SC-QAM | 35600000 Hz | 6400000 | 40.5 dBmV | |
| 18 | Locked | SC-QAM | 29200000 Hz | 6400000 | 40.5 dBmV | |
| 19 | Locked | SC-QAM | 22800000 Hz | 6400000 | 40.5 dBmV | |
| 20 | Locked | SC-QAM | 16400000 Hz | 6400000 | 40.0 dBmV | |
| 21 | Locked | SC-QAM | 39600000 Hz | 1600000 | 38.3 dBmV | |
| Date Time | Event Level | Description |
|---|---|---|
| 14/4/2023 09:51:14 |
3 | Failed LAN WebGUI login attempt from (Redacted) on 23/04/14 at 9:51 AM. |
| 14/4/2023 10:09:55 |
3 | Failed LAN WebGUI login attempt from (Redacted) on 23/04/14 at 10:09 AM. |
| 14/4/2023 10:18:16 |
3 | Failed LAN WebGUI login attempt from (Redacted) on 23/04/14 at 10:18 AM. |
| 31/12/1969 19:00:16 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
| 31/12/1969 19:00:19 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(Redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| 31/12/1969 19:00:20 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 31/12/1969 19:00:20 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 31/12/1969 19:00:20 |
3 | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz. |
| 31/12/1969 19:00:34 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 31/12/1969 19:00:34 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 31/12/1969 19:00:34 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 14/4/2023 10:54:42 |
3 | No Ranging Response received - T3 time-out;CM-MAC=(Redacted);CMTS-MAC=(Redacted);CM-QOS=1.1;CM-VER=3.1; |
| 31/12/1969 19:00:16 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
| 31/12/1969 19:00:19 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(Redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| 31/12/1969 19:00:20 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 31/12/1969 19:00:20 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 31/12/1969 19:00:20 |
3 | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz. |
| 31/12/1969 19:00:33 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 31/12/1969 19:00:33 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 31/12/1969 19:00:33 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 14/4/2023 11:20:04 |
3 | No Ranging Response received - T3 time-out;CM-MAC=(Redacted);CMTS-MAC=(Redacted);CM-QOS=1.1;CM-VER=3.1; |
| 31/12/1969 19:00:16 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
| 31/12/1969 19:00:19 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(Redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| 31/12/1969 19:00:20 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 31/12/1969 19:00:20 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 31/12/1969 19:00:20 |
3 | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz. |
| 31/12/1969 19:00:34 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 31/12/1969 19:00:34 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 31/12/1969 19:00:34 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 14/4/2023 13:48:42 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/14 at 1:48 PM. |
| 14/4/2023 13:49:27 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/14 at 1:49 PM. |
| 31/12/1969 19:00:16 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
| 31/12/1969 19:00:20 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(Redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| 31/12/1969 19:00:22 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 31/12/1969 19:00:22 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 31/12/1969 19:00:22 |
3 | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz. |
| 31/12/1969 19:00:35 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 31/12/1969 19:00:35 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 31/12/1969 19:00:35 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 14/4/2023 13:54:22 |
3 | No Ranging Response received - T3 time-out;CM-MAC=(Redacted);CMTS-MAC=(Redacted);CM-QOS=1.1;CM-VER=3.1; |
| 14/4/2023 13:55:57 |
3 | Failed LAN WebGUI login attempt from (Redacted) on 23/04/14 at 1:55 PM. |
| 14/4/2023 13:56:03 |
3 | Failed LAN WebGUI login attempt from (Redacted) on 23/04/14 at 1:56 PM. |
| 14/4/2023 13:56:13 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/14 at 1:56 PM. |
| 14/4/2023 14:05:45 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(Redacted);CMTS-MAC=(Redacted);CM-QOS=1.1;CM-VER=3.1; |
| 31/12/1969 19:00:16 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
| 31/12/1969 19:00:19 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(Redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| 31/12/1969 19:00:20 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 31/12/1969 19:00:20 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 31/12/1969 19:00:20 |
3 | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz. |
| 31/12/1969 19:00:33 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 31/12/1969 19:00:33 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 31/12/1969 19:00:33 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 14/4/2023 14:14:17 |
3 | No Ranging Response received - T3 time-out;CM-MAC=(Redacted);CMTS-MAC=(Redacted);CM-QOS=1.1;CM-VER=3.1; |
| 14/4/2023 14:14:54 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/14 at 2:14 PM. |
| 31/12/1969 19:00:16 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
| 31/12/1969 19:00:19 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(Redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| 31/12/1969 19:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 31/12/1969 19:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 31/12/1969 19:00:21 |
3 | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz. |
| 31/12/1969 19:00:34 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 31/12/1969 19:00:34 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 31/12/1969 19:00:34 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 14/4/2023 14:25:04 |
3 | No Ranging Response received - T3 time-out;CM-MAC=(Redacted);CMTS-MAC=(Redacted);CM-QOS=1.1;CM-VER=3.1; |
| 14/4/2023 14:26:12 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/14 at 2:26 PM. |
| 14/4/2023 14:53:09 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/14 at 2:53 PM. |
| 14/4/2023 16:58:20 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/14 at 4:58 PM. |
| 31/12/1969 19:00:16 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
| 31/12/1969 19:00:19 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(Redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| 31/12/1969 19:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 31/12/1969 19:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 31/12/1969 19:00:21 |
3 | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz. |
| 31/12/1969 19:00:34 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 31/12/1969 19:00:34 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 31/12/1969 19:00:34 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 14/4/2023 17:39:55 |
3 | Failed LAN WebGUI login attempt from (Redacted) on 23/04/14 at 5:39 PM. |
| 14/4/2023 17:40:09 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/14 at 5:40 PM. |
| 14/4/2023 18:08:32 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/14 at 6:08 PM. |
| 14/4/2023 18:24:14 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/14 at 6:24 PM. |
| 14/4/2023 18:51:09 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/14 at 6:51 PM. |
| 15/4/2023 01:08:43 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/15 at 1:08 AM. |
| 15/4/2023 08:40:46 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/15 at 8:40 AM. |
| 31/12/1969 19:00:16 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
| 31/12/1969 19:00:20 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(Redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| 31/12/1969 19:00:22 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 31/12/1969 19:00:22 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 31/12/1969 19:00:22 |
3 | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz. |
| 31/12/1969 19:00:28 |
6 | Honoring MDD; IP provisioning mode = IPv6 |
| 31/12/1969 19:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 31/12/1969 19:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 31/12/1969 19:00:36 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 15/4/2023 08:42:11 |
6 | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=(Redacted);CMTS-MAC=(Redacted);CM-QOS=1.1;CM-VER=3.1; |
| 15/4/2023 08:47:12 |
6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=(Redacted);CMTS-MAC=(Redacted);CM-QOS=1.1;CM-VER=3.1; |
| 15/4/2023 08:47:27 |
6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=(Redacted);CMTS-MAC=(Redacted);CM-QOS=1.1;CM-VER=3.1; |
| 15/4/2023 08:47:40 |
6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=(Redacted);CMTS-MAC=(Redacted);CM-QOS=1.1;CM-VER=3.1; |
| 15/4/2023 08:51:30 |
6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=(Redacted);CMTS-MAC=(Redacted);CM-QOS=1.1;CM-VER=3.1; |
| 15/4/2023 08:57:30 |
6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=(Redacted);CMTS-MAC=(Redacted);CM-QOS=1.1;CM-VER=3.1; |
| 15/4/2023 09:07:58 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/15 at 9:07 AM. |
| 15/4/2023 09:31:40 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/15 at 9:31 AM. |
| 15/4/2023 10:05:16 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/15 at 10:05 AM. |
| 15/4/2023 10:15:09 |
3 | Successful LAN WebGUI login from (Redacted) on 23/04/15 at 10:15 AM. |
Edited to remove personal IP address and MAC Addresses.
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