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user_m2s6vp
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Thursday, February 6th, 2025 10:43 PM

Downstream and Upstream Channel Power Levels; Intermittent Internet Connection Issue

I recently set up the new cable modem/ router Netgear Nighthawk CAX30 switching from an Arris Surfboard SBG7400AC2. After activating and connecting the Nighthawk, I've had intermittent Wi-Fi connection issues where the Wi-Fi connection suddenly drops for no apparent reason. Through Netgear's router admin panel I'm able to run a cable connection diagnostic and it shows I have poor connection. After contacting Netgear support, they evaluated my power levels and my Upstream channels are too high, ranging from 48.8 to 50.5 dBmV. My Downstream power levels are ok ranging from -1.2 to 0.9dBmV. Netgear support said that I should contact my ISP to have my Upstream channel power levels lowered to a range of 38 to 48 dBmV. 
I contacted Xfinity support to request the Upstream Channel power levels be lowered, but unfortunately when submitting my request via Chat support I kept getting re-routed to a new Chat support agent. When I called phone support and finally got to a live rep, the first didn't know what I was talking about, and then the second person basically said it seems as though the problem is the router since it handle the Upstream power levels I'm receiving and because I have a residential account, they can't change the power levels for me. They let me know that the level of support I would need is not provided for my account type.

The whole reason for me changing my modem/router in the first place was because I contacted support about the fact that my internet connection was not at the level that I'm paying for. I have a 1000Mbps downoad/ 20Mbps internet plan and I was reaching or close to the download or upload speeds when running a speed test and being hard-wired connected. The rep said I should get a new modem because Xfinity uses 3.1 DOCSIS now and my old modem, the Arris was fr 3.0 DOCSIS. Now that I have the Nighthawk modem/router I'm still have a speed issue along with the intermittent Wi-Fi connection issue. 

I'm not sure what to do. Below is the cable connection diagnostic report for the Nighthawk router:

Cable Diagnostic
Startup Procedure
CM status:   OPERATIONAL  
DownstreamChannel: 513000000Hz Locked  
ConnectivityState: OK operational(12),  
BootState: OK Operational
Security: Enabled  
IPProvisioningMode: 12 IPv6Only  
Downstream Bonded Channels
Channel LockedStatus Modulation Channel ID Frequency Power   SNR Correctables Uncorrectables      
1 Locked 256 QAM 20 513000000 Hz 0.2 dBmV 43.9 dB 0 0
2 Locked 256 QAM 1 399000000 Hz 0.2 dBmV 44.1 dB 0 0
3 Locked 256 QAM 2 405000000 Hz 0.4 dBmV 44.3 dB 0 0
4 Locked 256 QAM 3 411000000 Hz 0.3 dBmV 44.0 dB 0 0
5 Locked 256 QAM 4 417000000 Hz 0.6 dBmV 44.3 dB 0 0
6 Locked 256 QAM 5 423000000 Hz 0.0 dBmV 44.0 dB 0 0
7 Locked 256 QAM 6 429000000 Hz 0.4 dBmV 44.2 dB 0 0
8 Locked 256 QAM 7 435000000 Hz 0.0 dBmV 44.1 dB 0 0
9 Locked 256 QAM 8 441000000 Hz 0.6 dBmV 44.3 dB 0 0
10 Locked 256 QAM 9 447000000 Hz 0.2 dBmV 44.3 dB 0 0
11 Locked 256 QAM 10 453000000 Hz 0.7 dBmV 44.4 dB 0 0
12 Locked 256 QAM 11 459000000 Hz 0.3 dBmV 44.3 dB 0 0
13 Locked 256 QAM 12 465000000 Hz 0.6 dBmV 44.3 dB 0 0
14 Locked 256 QAM 13 471000000 Hz 0.3 dBmV 44.1 dB 0 0
15 Locked 256 QAM 14 477000000 Hz 0.6 dBmV 44.2 dB 0 0
16 Locked 256 QAM 15 483000000 Hz 0.5 dBmV 44.1 dB 0 0
17 Locked 256 QAM 16 489000000 Hz 0.5 dBmV 44.2 dB 0 0
18 Locked 256 QAM 17 495000000 Hz 0.5 dBmV 43.8 dB 0 0
19 Locked 256 QAM 18 501000000 Hz 0.2 dBmV 43.9 dB 0 0
20 Locked 256 QAM 19 507000000 Hz 0.5 dBmV 44.1 dB 0 0
21 Locked 256 QAM 21 519000000 Hz 0.3 dBmV 44.0 dB 0 0
22 Locked 256 QAM 22 525000000 Hz 0.4 dBmV 43.6 dB 0 0
23 Locked 256 QAM 23 531000000 Hz 0.1 dBmV 43.8 dB 0 0
24 Locked 256 QAM 24 537000000 Hz 0.2 dBmV 43.5 dB 0 0
25 Locked 256 QAM 25 543000000 Hz 0.1 dBmV 43.3 dB 0 0
26 Locked 256 QAM 26 549000000 Hz 0.1 dBmV 43.4 dB 0 0
27 Locked 256 QAM 27 555000000 Hz 0.4 dBmV 43.4 dB 0 0
28 Locked 256 QAM 28 561000000 Hz 0.1 dBmV 43.5 dB 0 0
29 Locked 256 QAM 29 567000000 Hz 0.8 dBmV 43.2 dB 0 0
30 Locked 256 QAM 30 573000000 Hz 0.6 dBmV 43.2 dB 0 0
31 Locked 256 QAM 31 579000000 Hz -1.2 dBmV 42.9 dB 0 0
32 Locked   256 QAM   32   585000000 Hz -1.0 dBmV 42.9 dB 0   0
Upstream Bonded Channels
Channel LockedStatus ChannelType Channel ID SymbolRate Frequency Power      
1 Locked ATDMA 17 5120 Ksym/sec 16400000 Hz 50.5 dBmV
2 Locked ATDMA 18 5120 Ksym/sec 22800000 Hz 49.3 dBmV
3 Locked ATDMA 19 5120 Ksym/sec 29200000 Hz 48.8 dBmV
4 Locked ATDMA 20 5120 Ksym/sec 35600000 Hz 48.5 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV
8 Not Locked Unknown   0   0 Ksym/sec 0 Hz   0 dBmV
Downstream OFDM Channels
Channel Channel ID Frequency Power   SNR/MER   ActiveSubcarrier Correctable Uncorrectable    
1 193 690000000 Hz -1.9 dBmV 40.2 dB 568 ~ 3527 22045728 0
2 194   957000000 Hz -24.1 dBmV 28.5 dB   148 ~ 3947   22045728   0
Upstream OFDMA Channels
Channel UpstreamMuted RangingStatus Subc Zero Freq ActiveSubcarrier SymbolsPerFrame Power            
1 n/a Other 0 MHz 0 ~ 0 0 0 dBmV
2 n/a   Other   0 MHz   0 ~ 0     0   0 dBmV

Question

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Updated 

2 months ago

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XfinityBrianH

Official Employee

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1.3K Messages

2 months ago

 

user_m2s6vp Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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