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LaResistance117
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Saturday, April 8th, 2023 2:13 AM

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Help with internet speed/ connection issue

Hello, I currently pay xfinity 100 per month for 800  mpbs. I am currently getting 20 download / 17mbps upload. Can anyone interpret the information below to see if I have an issue?

Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 41 669.00 MHz -2.80 dBmV 37.64 dB 0 0
2 Locked 256QAM 13 489.00 MHz -1.70 dBmV 37.36 dB 14 0
3 Locked 256QAM 14 495.00 MHz -1.80 dBmV 37.64 dB 0 0
4 Locked 256QAM 15 507.00 MHz -1.90 dBmV 38.61 dB 1052 0
5 Locked 256QAM 16 513.00 MHz -1.90 dBmV 37.64 dB 14 0
6 Locked 256QAM 17 519.00 MHz -2.10 dBmV 37.36 dB 0 0
7 Locked 256QAM 18 525.00 MHz -2.20 dBmV 37.36 dB 13 0
8 Locked 256QAM 19 531.00 MHz -2.20 dBmV 38.61 dB 7 0
9 Locked 256QAM 20 543.00 MHz -2.50 dBmV 37.36 dB 0 0
10 Locked 256QAM 21 549.00 MHz -2.50 dBmV 37.64 dB 0 0
11 Locked 256QAM 22 555.00 MHz -2.60 dBmV 38.98 dB 0 0
12 Locked 256QAM 23 561.00 MHz -2.70 dBmV 37.64 dB 0 0
13 Locked 256QAM 24 567.00 MHz -2.70 dBmV 37.64 dB 0 0
14 Locked 256QAM 25 573.00 MHz -2.70 dBmV 37.64 dB 0 0
15 Locked 256QAM 26 579.00 MHz -3.10 dBmV 37.64 dB 0 0
16 Locked 256QAM 27 585.00 MHz -2.90 dBmV 37.64 dB 0 0
17 Locked 256QAM 28 591.00 MHz -2.80 dBmV 37.64 dB 0 0
18 Locked 256QAM 29 597.00 MHz -3.00 dBmV 37.64 dB 0 0
19 Locked 256QAM 30 603.00 MHz -3.00 dBmV 37.36 dB 0 0
20 Locked 256QAM 31 609.00 MHz -3.00 dBmV 37.64 dB 0 0
21 Locked 256QAM 32 615.00 MHz -3.00 dBmV 37.36 dB 0 0
22 Locked 256QAM 33 621.00 MHz -3.10 dBmV 36.61 dB 115 0
23 Locked 256QAM 34 627.00 MHz -3.00 dBmV 33.16 dB 1589985 1484808
24 Locked 256QAM 35 633.00 MHz -3.00 dBmV 34.77 dB 182457 1144237
25 Locked 256QAM 36 639.00 MHz -3.00 dBmV 36.90 dB 2696 23104
26 Locked 256QAM 37 645.00 MHz -3.00 dBmV 37.30 dB 0 0
27 Locked 256QAM 38 651.00 MHz -3.00 dBmV 37.30 dB 0 0
28 Locked 256QAM 39 657.00 MHz -2.90 dBmV 36.60 dB 0 0
29 Locked 256QAM 40 663.00 MHz -3.00 dBmV 37.30 dB 0 0
30 Locked 256QAM 42 675.00 MHz -2.90 dBmV 36.90 dB 1 0
31 Locked 256QAM 43 681.00 MHz -3.10 dBmV 37.30 dB 0 0
32 Locked 256QAM 44 687.00 MHz -2.90 dBmV 37.30 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 2560 kSym/s 10.40 MHz 39.75 dBmV
2 Locked ATDMA 6 2560 kSym/s 40.40 MHz 42.75 dBmV
3 Locked ATDMA 5 5120 kSym/s 35.60 MHz 43.25 dBmV
4 Locked ATDMA 4 5120 kSym/s 29.20 MHz 42.25 dBmV
5 Locked ATDMA 3 5120 kSym/s 22.80 MHz 40.25 dBmV
6 Locked ATDMA 2 5120 kSym/s 16.40 MHz 39.75 dBmV

Question

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Updated 

2 years ago

193

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XfinityJosephA

Official Employee

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1.7K Messages

2 years ago

Hello, @LaResistance117 I don't see any alarming issues with these numbers. Are you able to let us know if you get 20 Mbps download speed directly connected to the modem with an Ethernet cable? We want to make sure we test your service this way. What's the make and model number of your modem?

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0

EG

Expert

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110.3K Messages

2 years ago

@LaResistance117 

FWIW. This may or may not be the root cause of the problem but should be addressed regardless. The SNR values are low on downstream channels 22 thru 25, and are marginal on 28 and 30. And there is a large number of uncorrected bit errors on channels 23 to 25. Seems that there is some spurious noise leaking into the line(s) somewhere at those frequencies.

(edited)

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LaResistance117

New Poster

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7 Messages

2 years ago

Thanks for commenting on my post @EG @XfinityJosephA , Just wanted to comment that I am still experiencing this intermittent issue. 

During less busy hours I have stable service. Where during busy times I have speeds from 1 to 80ish mbps. I pay for 800mbps. 

Modem is a Arris Surfboard SB190. I Changed my entire network hardware up in hopes to fix my issue, but am still experiencing the same stuff. Any recommendations on how to fix my connection issues?

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LaResistance117

New Poster

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7 Messages

2 years ago

Attached is a screenshot of the router issues I have

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LaResistance117

New Poster

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7 Messages

2 years ago

Showing that I have been getting speeds as low as 1.7 mbps. In general it's not that bad. But when it get's like this it's incredibly frustrating as you can probably imagine. Thanks for your help yall

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LaResistance117

New Poster

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7 Messages

2 years ago

Finally, wanted to clarify that I am getting these numbers hard lined (ethernet) into my pc. In general my wireless numbers have been the same.

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XfinityBillie

Official Employee

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3.3K Messages

@LaResistance117 We appreciate all the details you've provided. This definitely isn't the experience we want for you and I'd like to get a closer look at the signals here on my end. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
 Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 years ago

0

EG

Expert

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110.3K Messages

2 years ago

Some of those downstream channels are still borked. If you haven't yet you may want to consider getting a tech out to investigate.

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0

EG

Expert

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110.3K Messages

2 years ago

@LaResistance117 

FWIW. It's pretty clear that there is a line impairment / connection quality issue somewhere. This can't be fixed remotely by them. It takes a 'boots on the ground' intervention to fix these. Get a tech out as stated. 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

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