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Daniel15au
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Tue, May 12, 2020 3:00 PM

Extremely slow internet during work hours

I've been working from home since the start of March, and my Xfinity connection has gotten progressively worse over time. It's fine in the morning (before ~10am) and at night (after ~6pm), but during the day it often becomes so slow to the point where it's unusable and I have to use "mobile hotspot" on my phone to get a usable internet connection. I've tried with Ethernet as well as wifi (both 2.4 Ghz and 5 Ghz).

 

I live in an apartment complex with probably 90 or 100 apartments total.

 

I'm on a 175 Mb/s plan and am using a Netgear C6900 modem/router (24 x 8 DOCSIS 3.0). The modem is on Comcast's list of approved modems.

 

Connection stats:

 

Procedure 	Status 	Comment
Acquire Downstream Channel 	549000000 Hz 	Locked
Connectivity State 	OK 	Operational
Boot State 	OK 	Operational
Security 	Enabled 	BPI+
IP Provisioning Mode 	Honor MDD 	honorMdd(4)
 
Downstream Bonded Channels
Channel 	Lock Status 	Modulation 	Channel ID 	Frequency 	Power 	SNR 	Correctables 	Uncorrectables
1	Locked	QAM256	24	549000000 Hz	5.1 dBmV	39.6 dB	0	0
2	Locked	QAM256	25	555000000 Hz	5.4 dBmV	39.6 dB	1	0
3	Locked	QAM256	26	561000000 Hz	5.1 dBmV	39.5 dB	0	0
4	Locked	QAM256	27	567000000 Hz	5.4 dBmV	39.7 dB	1	0
5	Locked	QAM256	28	573000000 Hz	5.3 dBmV	39.7 dB	1	0
6	Locked	QAM256	29	579000000 Hz	5.5 dBmV	39.7 dB	2	0
7	Locked	QAM256	30	585000000 Hz	5 dBmV	39.5 dB	1	0
8	Locked	QAM256	31	591000000 Hz	5 dBmV	39.5 dB	0	0
9	Locked	QAM256	32	597000000 Hz	5.1 dBmV	39.5 dB	0	0
10	Locked	QAM256	33	603000000 Hz	5.7 dBmV	39.7 dB	1	0
11	Locked	QAM256	34	609000000 Hz	5.4 dBmV	39.7 dB	2	0
12	Locked	QAM256	35	615000000 Hz	5.4 dBmV	39.7 dB	2	0
13	Locked	QAM256	36	621000000 Hz	5.1 dBmV	39.6 dB	1	0
14	Locked	QAM256	37	627000000 Hz	5.2 dBmV	39.6 dB	1	0
15	Locked	QAM256	38	633000000 Hz	4.9 dBmV	39.5 dB	4	0
16	Locked	QAM256	39	639000000 Hz	5.2 dBmV	39.6 dB	1	0
17	Locked	QAM256	40	645000000 Hz	4.7 dBmV	40.3 dB	0	0
18	Locked	QAM256	41	651000000 Hz	4.5 dBmV	40.3 dB	0	0
19	Locked	QAM256	42	657000000 Hz	3.9 dBmV	39.9 dB	0	0
20	Locked	QAM256	43	663000000 Hz	3.8 dBmV	39.9 dB	0	0
21	Locked	QAM256	44	669000000 Hz	3.5 dBmV	39.8 dB	0	0
22	Locked	QAM256	45	675000000 Hz	3.8 dBmV	39.8 dB	0	0
23	Locked	QAM256	46	681000000 Hz	3.3 dBmV	39.5 dB	0	0
24	Locked	QAM256	47	687000000 Hz	3.3 dBmV	39.7 dB	0	0
 
Upstream Bonded Channels
Channel 	Lock Status 	US Channel Type 	Channel ID 	Symbol Rate 	Frequency 	Power
1	Locked	ATDMA	2	5120 Ksym/sec	23700000 Hz	40.8 dBmV
2	Locked	ATDMA	3	5120 Ksym/sec	30300000 Hz	41.5 dBmV
3	Locked	ATDMA	4	5120 Ksym/sec	36700000 Hz	41.8 dBmV
4	Locked	ATDMA	1	5120 Ksym/sec	17300000 Hz	40.8 dBmV
5	Locked	ATDMA	5	1280 Ksym/sec	41200000 Hz	45.8 dBmV
6	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV

 

 

Example pings when it's working fine:

 

Pinging google.com [2607:f8b0:4005:804::200e] with 32 bytes of data:
Reply from 2607:f8b0:4005:804::200e: time=40ms
Reply from 2607:f8b0:4005:804::200e: time=21ms
Reply from 2607:f8b0:4005:804::200e: time=17ms
Reply from 2607:f8b0:4005:804::200e: time=19ms

Ping statistics for 2607:f8b0:4005:804::200e:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 17ms, Maximum = 40ms, Average = 24ms

 

 

Example pings when it's slow:

 

Pinging google.com [2607:f8b0:4005:80a::200e] with 32 bytes of data:
Reply from 2607:f8b0:4005:80a::200e: time=1448ms
Reply from 2607:f8b0:4005:80a::200e: time=564ms
Reply from 2607:f8b0:4005:80a::200e: time=385ms
Reply from 2607:f8b0:4005:80a::200e: time=232ms

Ping statistics for 2607:f8b0:4005:80a::200e:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 232ms, Maximum = 1448ms, Average = 657ms

 

 

 

Question

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Updated 

1 y ago

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Responses

EG

Expert

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86.5K Messages

1 y ago

The stats are fine. Going by your description, and seeing the latency figures, this sure sounds like a capacity / traffic congestion issue due to everyone being online at those peak usage hours because of the pandemic. If so, there's not much you can do about it except to complain.

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? Mark the post as Best Answer!tick

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Daniel15au

Frequent Visitor

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5 Messages

1 y ago

@EG wrote:

 If so, there's not much you can do about it except to complain.

I've tried... Xfinity support is not useful at all. They won't tell me if it's a known problem in this area or if they have any plans to increase their bandwidth or otherwise reduce contention. Not sure why I still have to pay full price for my internet connection if I can't even using it during the day.

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EG

Expert

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86.5K Messages

1 y ago

Yer' preachin' to the choir buddy !
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? Mark the post as Best Answer!tick

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Daniel15au

Frequent Visitor

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5 Messages

1 y ago

Here's a traceroute to Google from this morning, 10:30 AM:

 

IPv6:

Tracing route to google.com [2607:f8b0:4005:804::200e]
over a maximum of 30 hops:

  1     3 ms     1 ms     2 ms  2601:647:5a01:a670:ce40:d0ff:febf:67e2
  2   960 ms   582 ms   639 ms  2001:558:4000:fc::1
  3  1357 ms  1213 ms  1247 ms  2001:558:82:b005::1
  4   762 ms   499 ms   170 ms  be-232-rar01.santaclara.ca.sfba.comcast.net [2001:558:80:213::1]
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9  1872 ms  2735 ms  3520 ms  2001:4860:0:1007::e
 10     *     3901 ms  2537 ms  2001:4860::c:4001:13cf
 11  1071 ms   873 ms     *     2001:4860::1:0:ae01
 12     *        *     3576 ms  2001:4860:0:1::1c9d
 13  3432 ms  3058 ms  2897 ms  sfo07s13-in-x0e.1e100.net [2607:f8b0:4005:804::200e]

Trace complete.

IPv4:

Tracing route to google.com [172.217.164.110]
over a maximum of 30 hops:

  1     1 ms     2 ms     2 ms  192.168.0.1
  2  1861 ms  2338 ms  3139 ms  96.120.90.53
  3  2713 ms  3338 ms  3581 ms  be-10051-rur01.santaclara.ca.sfba.comcast.net [68.85.101.57]
  4  2520 ms  1787 ms  1711 ms  be-232-rar01.santaclara.ca.sfba.comcast.net [162.151.78.253]
  5  2011 ms     *        *     be-299-ar01.santaclara.ca.sfba.comcast.net [68.86.143.93]
  6  3214 ms     *        *     96.112.146.18
  7  3401 ms     *     3762 ms  108.170.226.52
  8  2903 ms  1483 ms   773 ms  209.85.252.251
  9  1370 ms   969 ms  1027 ms  sfo03s18-in-f14.1e100.net [172.217.164.110]

Trace complete.

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Daniel15au

Frequent Visitor

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5 Messages

1 y ago

A technician came past to take a look at the cabling and test the signal strength, which all looked fine.  He basically said that everyone in the area is experiencing the same issues due to the number of people working from home, they're aware of it but there's nothing he can do about it.

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