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user_077b3f
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Thursday, September 23rd, 2021 11:13 PM

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Degraded service/timeouts

Hi, I’m experiencing intermittent timeouts and downgraded service (e.g., speed drops, buffers emptying, etc.). Typical situation is I load a webpage, the load stalls and/or timeouts. Usually a refresh or two on the website brings everything up. This issue is even more apparently when using streaming apps or video calls because I can get bumped out of those. I first noticed the issue a month ago after ~3.5yrs of flawless service using the same or similar equipment with Xfinity at other addresses (~5mo at my current address).

A few other observations… I have a Netgear CM2000 cable modem that stays connected throughout as far as I can tell, so it doesn’t seem to be completely dropping out or resetting (pasting some modem connection specs below). This problem was *much* worse prior to a recent tech visit (2nd visit) where the tech refitted some of the cabling/outlets in my apartment. That said, it’s still not great, and I’m hoping for additional support on this issue. Lastly, I’ll add that I purchased the CM2000 recently bcs the first tech Comcast sent out suggested the problem could be an issue with my older CM1000 modem, but I’m having the same problems with the new modem.

Any guidance would be appreciated.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 543000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 21 543000000 Hz 4.1 dBmV 41.3 dB 0 0
2 Locked QAM256 10 459000000 Hz 3.8 dBmV 40.3 dB 0 0
3 Locked QAM256 11 465000000 Hz 3.6 dBmV 40.7 dB 0 0
4 Locked QAM256 12 471000000 Hz 3.7 dBmV 40.2 dB 0 0
5 Locked QAM256 13 477000000 Hz 3.8 dBmV 40.8 dB 0 0
6 Locked QAM256 14 483000000 Hz 3.8 dBmV 40.5 dB 0 0
7 Locked QAM256 15 489000000 Hz 4.2 dBmV 41.0 dB 0 0
8 Locked QAM256 16 495000000 Hz 4.1 dBmV 41.1 dB 0 0
9 Locked QAM256 17 519000000 Hz 4.1 dBmV 41.6 dB 0 0
10 Locked QAM256 18 525000000 Hz 4.3 dBmV 41.2 dB 0 0
11 Locked QAM256 19 531000000 Hz 4.1 dBmV 41.4 dB 0 0
12 Locked QAM256 20 537000000 Hz 4.0 dBmV 41.3 dB 0 0
13 Locked QAM256 22 549000000 Hz 4.1 dBmV 41.5 dB 0 0
14 Locked QAM256 23 555000000 Hz 4.2 dBmV 41.4 dB 0 0
15 Locked QAM256 24 561000000 Hz 4.5 dBmV 41.6 dB 0 0
16 Locked QAM256 25 567000000 Hz 4.8 dBmV 41.8 dB 0 0
17 Locked QAM256 26 573000000 Hz 4.8 dBmV 41.6 dB 0 0
18 Locked QAM256 27 579000000 Hz 5.0 dBmV 41.8 dB 0 0
19 Locked QAM256 28 585000000 Hz 4.9 dBmV 41.3 dB 0 0
20 Locked QAM256 29 591000000 Hz 5.1 dBmV 41.6 dB 0 0
21 Locked QAM256 30 597000000 Hz 5.0 dBmV 41.4 dB 0 0
22 Locked QAM256 31 603000000 Hz 5.1 dBmV 41.2 dB 0 0
23 Locked QAM256 33 609000000 Hz 5.1 dBmV 41.5 dB 0 0
24 Locked QAM256 34 615000000 Hz 5.5 dBmV 41.4 dB 0 0
25 Locked QAM256 35 621000000 Hz 5.5 dBmV 41.7 dB 0 0
26 Locked QAM256 36 627000000 Hz 5.8 dBmV 41.6 dB 0 0
27 Locked QAM256 37 633000000 Hz 6.0 dBmV 41.8 dB 0 0
28 Locked QAM256 38 639000000 Hz 6.3 dBmV 41.7 dB 0 0
29 Locked QAM256 39 645000000 Hz 6.4 dBmV 42.0 dB 0 0
30 Locked QAM256 40 651000000 Hz 6.3 dBmV 41.7 dB 0 0
31 Locked QAM256 41 657000000 Hz 6.2 dBmV 41.8 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 85 5120 36500000 Hz 40.0 dBmV
2 Locked ATDMA 86 5120 30100000 Hz 39.3 dBmV
3 Locked ATDMA 87 5120 23700000 Hz 38.5 dBmV
4 Locked ATDMA 88 5120 17300000 Hz 37.8 dBmV
5 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock
Status		 Modulation /
Profile ID		 Channel
ID		 Frequency Power SNR /
MER		 Active Subcarrier
Number Range		 Unerrored
Codewords		 Correctable
Codewords		 Uncorrectable
Codewords
1 Locked 0 ,1 ,2 ,3 32 690000000 Hz 7.2 dBmV 41.2 dB 1108 ~ 2987 844095041 832222292 0
2 Not Locked 0 0 0 Hz 0 dBmV 0.0 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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5 years ago

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EG

Expert

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118.4K Messages

5 years ago

Is this with a WiFi connection ? If so, for a test, does a computer / device that is hardwired directly to the router with an ethernet cable have the same problem ?


With this test, we are trying to isolate this from being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step of troubleshooting before proceeding any further. 

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user_077b3f

Visitor

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5 Messages

@EG My desktop has a wired connection and it’s affected by the issue I’m describing as well.

5 years ago

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EG

Expert

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118.4K Messages

O/k. The signal stats are fine. Please also post modem error log entries in their entirety (copy and paste them) but you must redact the CM MAC and the CMTS MAC addresses for your privacy or else the forum bot will not allow your post to be seen publically.

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

5 years ago

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user_077b3f

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5 Messages

I cleared my error log yesterday, but the only entries were from when the tech was connecting & disconnecting the device and refitting some of the cabling. Again, brand new device.

5 years ago

0

EG

Expert

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118.4K Messages

5 years ago

Perhaps there is noise ingress into the line(s) /  an upstream channel-return path impairment somewhere.


There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

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user_077b3f

Visitor

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5 Messages

5 years ago

Issue has gotten bad again, so I’m giving this thread a bump.

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Johnb51

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40 Messages

@user_077b3f

Are there any error event logs to display?  Post them. 

5 years ago

0

user_077b3f

Visitor

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5 Messages

@Johnb51 nothing of note - just a few messages related to a manual reboot of the modem this morning

5 years ago

0

EG

Expert

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118.4K Messages

@user_077b3f

FWIW. As I posted earlier, And as I already asked you to, if you do post the error log entries, copy and paste the text (don't post a screenshot). And you must redact the CM MAC and the CMTS MAC addresses for your privacy or else the forum bot will not allow your post to be seen publically.

(edited)

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

5 years ago

0

EG

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118.4K Messages

5 years ago

@user_077b3f 

And please don't make bump posts. It is a violation of their forum guidelines which coult result in a ban.

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