Contributor
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28 Messages
Connectivity Issues with 3rd party modem (Netgear CM1150V) - Comcast Tech Request Please
History of my issue
CM1150V on Xfinity 600Mbps plan
Worked perfectly for almost a year - consistent full spec speeds
Around mid Nov, began to have frequent drop-outs and occasionally throughout day but EVERY morning would have to power cycle modem to re-establish connection
After dealing with that EVERY DAY for about 2 weeks, called out Xfinity.
Xfinity Tech checked lines all way to street interface - no issues, installed Xfinity XB7 and all was perfect (immediate and consistent thereafter);
Felt confident this was a hardware issue as it appeared the XB7 resolved the issue i.e. it worked consistently, the CM1150V did not.
Received replacement CM1150V 12 days ago and re-commissioned with Xfinity
Initially worked perfectly and consistently for 10 days then suddenly 2 days ago began having identical issues to first one
(this makes me wonder if in both instances a firmware 'upgrade' was pushed by Xfinity?)
(have since learned this is the std firmware at this time, so I don't believe that to be the case- I can also see that my signal levels are now higher than they were a couple of weeks ago)
Here is log from the last 12 hrs or so - note that this was while the Modem was essentially unused during the night!
Came down this morning to find no internet connection and attached is the Event log showing the period of preceding 12 hrs or so
6:44am is when I power cycled the Modem, so those errors pertain to that.
(after power cycling the modem it came back on line at full download and upload spec speeds - this behaviour is consistent with that of the initial modem after a power cycle)
I have included images of the Event Error Log, the Baseline Modem Status when it was working perfectly when installed on 12-15 and the Modem Status yesterday (when there was no Internet Connection)
https://www.dropbox.com/s/jxyb8f5ki265951/Xfinity_CM1150V_Screenshots.pdf?dl=0
Only differences I see in the Modem Status are:
The Download Frequencies are much higher generally in the baseline
There is a high incidence of 'correctables' in the problem status of yesterday
Other interesting notables
When a Download has been established and continuous (e.g. such as streaming a movie or live sports through my subscriptions) it tends to remain consistent until there is a break in download traffic (once it has been idle, it will not re-establish a connection)
Another way to recover the connection besides the Power Cycle of the modem is just to keep requesting a Speed Test (I use the Ookla App downloaded on my devices) - this one is curious - I can request multiple times and it fails, then finally it will connect with very slow download speed (only a few Mbps) initially and then the upload part of the test is at full spec (18Mbps); the very next speed test (run immediately after) will deliver full speed down and up.
A modem power cycle will immediately re-establish full spec speed once reboot completes.
The behaviour is now identical on second modem as was the original
Both Modems were performing perfectly & consistently before suddenly becoming consistently problematic (again this makes me suspect a firmware upgrade?)
But almost certainly rules out Hardware
The XB7 had zero issues during its 3 weeks installation (and problem was consistent with initial CM1150V prior to the XB7 install which instantly resolved it)
What does the log indicate was going on during that night time (supposedly idle) period?
- can you take a look at this?
EG
Expert
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110.1K Messages
4 years ago
Can't see those pics. Do what you did before with copying and pasting the text.
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1113361
Contributor
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28 Messages
4 years ago
Sure (hopefully not as regards a truck event)
But regardless they are simply illustration of what of I've described - just that per the app it thinks Modem is offline, nothing more than that.
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1113361
Contributor
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28 Messages
4 years ago
Pics will likely show up tomorrow when they're approved
Those pics are simply screenshots from my Xfinity apps on my phone - they just both show that the modem is offline at least as far as the Mother Ship believes (even though at that time it was functioning and allowing internet access/data exhange);
so along with me having trouble my end, it appears that Xfinity Central is not getting the appropriate communication with my modem.
Shortly after my post showing success for the day, by 7pm or so back to the same issues again with Internet coming and going, then losing lock and requiring power cycle. So got just shy of about 12 hours of good performance.
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EG
Expert
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110.1K Messages
4 years ago
There is no guarantee that they will show up by tomorrow....
I may be run over by a truck tomorrow...
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EG
Expert
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110.1K Messages
4 years ago
The modem is missing a bunch of downstream channels. Seems that there is a signal / connection quality impairment between the modem and the Comcast system. Comcast Rob offered assistance earlier in the thread. You should work with him, and / or get a tech out to investigate this one.
Good luck with it !
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CCChe
Official Employee
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6.9K Messages
4 years ago
Hi @1113361! We'd be happy to assist you! If you haven't already, can you please send me or @ComcastRob a private message so we can gather your account details? To send a private message, click on one of our names and then click send a message.
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1113361
Contributor
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28 Messages
4 years ago
Thanks @ComcastChe - I will send the details as per mail to @ComcastRob yesterday (not sure if he has been active since then)
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1113361
Contributor
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28 Messages
4 years ago
The line guys came out today after I got in touch with the Technical Operations Supervisor for my area
They made some changes is the box over on the Main Road running parallel to my street
(my modem lost signal and I thought, oh boy here we go again - when my wife mentioned she could see Xfinity truck over on the Main Road)
Then when the modem re-booted I could see immediately that the power levels had improved significantly
(this is still without the splitter connected, but you can see relative to the numbers posted earlier)
Startup Procedure
Downstream Bonded Channels
Upstream Bonded Channels
Downstream OFDM Channels
Status
Profile ID
ID
MER
Number Range
Codewords
Codewords
Codewords
Upstream OFDMA Channels
Current System Time:Thu Jan 07 13:44:37 2021System Up Time:00:01:15
It's only been a couple of hours - time will tell - so far so good.
I'm at least encouraged by the power level being down
Right now I'm leaving the splitter out of equation and still connected directly to the modem only
If I get a solid 24hrs, I'll hook the splitter back up and see how that works.
The oddity of the Xfinity App not seeing my modem however remains - the line tech said he could not see my modem either (he mentioned this unprompted)
And further, I cannot connect to my Xfinity App via my home network connection ONLY via 4G;
so I turn off Wifi on my phone and it connects to the App - then I can turn wifi back on and move around the app. I deleted and re-installed the App and it still exhibits this behaviour
And again, once in the App - whether connected by 4G OR my Local Network it still shows my modem Offline.
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Gambit66
Problem Solver
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341 Messages
4 years ago
@1113361 Can you not login to the comcast modem instead of using the app to see exactly how it`s set up?
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Gambit66
Problem Solver
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341 Messages
4 years ago
@1113361 oh You are using our own personal modem instead of comcasts modem?
@1113361 I don`t believe the Xfi app works with using your own equipment, just comcast modems.
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1113361
Contributor
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28 Messages
4 years ago
@Gambit66 - the Comcast modem is not activated - I could re-connect it and read the power levels but I don't think that will do anything for seeing it via the app, without activation (or would it???)
Regardless - it doesn't really resolve issue of why the Xfinity Network is not seeing my Netgear modem.
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1113361
Contributor
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28 Messages
4 years ago
Came down this morning - so refreshing to see my LAN devices were online, all the LEDS on the modem on solid (not in bootloop!) and instant full-speed download!
And checking the modem event log showed zero errors overnight either!
Haven't installed splitter yet, but confident - things are much, much better 👍 👍
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EG
Expert
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110.1K Messages
4 years ago
You should be able to get away with a 2-way splitter, or an unbalanced 3-way using the 3.5 dB tap (if the connection stays stable), but a balanced 3-way or anything larger will push the upstream power up in to the danger zone again. Good luck !
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1113361
Contributor
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28 Messages
4 years ago
I'm probably justgoing to do a quick test to see if it indeed works on the 3.5dB split just to see how much headroom there is - however my plan is to eliminate the Triple Play Package and just have the Xfinity Internet - never use the home phone and it's all the add-ons with the TV package that are onerous, even with a minimal package; fees for equipment rental, DVR service etc are all just ridiculous.
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Gambit66
Problem Solver
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341 Messages
4 years ago
You could ask them to run a seperate line from the pole just for the TV/DVR. They usually have several open. I had ours done that way by the suggetion of the comcast installer years ago.
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