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Hitron CODA, upload speeds intermittently fluctuating
I ran into some information that suggested I contact the Xfinity Digital Care team. From what I understand, they have access to tier-2 backend tools that can fix a specific Hitron CODA provisioning glitch.
I recently upgraded from a Motorola MB7220 modem to a Hitron CODA modem. The Hitron CODA modem is in the next-gen tier, and supports 934 Mbps download speeds and 100 Mbps upload speeds: https://www.xfinity.com/support/internet/customerowned. Here is a screenshot of the section: https://drive.google.com/file/d/1Z1cKL15zfy7r7YeYNgU6fEtq_BvM5a2U/view?usp=sharing.
I switched my Internet plan from the legacy 300 "Connect More" tier to the modern 300 tier. The modern 300 tier is listed to have typical download speeds of 352 Mbps and typical upload speeds of 117 Mbps. I've been performing recurring speedtests on the device wired directly into the modem (sometimes a laptop; sometimes a router; not a device indirect to the modem that's, for example, on the WLAN broadcasted by my router). I monitor my LAN's traffic on my router's dashboard. My download speeds are stable at ~350 Mbps, even though my LAN has more download activity. My upload speeds are intermittently fluctuating between 20 Mbps and 120 Mbps, even though the upload activity is, at most, 2 Mbps bursts, coming from the Xfinity cameras. Here is a screenshot of a speedtest done on the TP-Link Deco M9 Plus dashboard: https://drive.google.com/file/d/1QEQ8V0Id4jzWWRHQiL1RqV4--CJRMdhh/view?usp=sharing.
I've contacted several Xfinity live agents who claim they have provisioned my modem with the latest bootfile and sent refresh signals. When I power cycle the modem, the upload speed initially hits 120 Mbps, as expected, but eventually degrades.
I've inspected my modem's upstream overview dashboard, and under DOCSIS mode column, DOCSIS 3.0 ATDMA is listed across all channels. I was expecting, with the latest bootfile, for it to list DOCSIS 3.1 OFDMA, indicating that it's using the new next-gen/mid-split profile. Here is a screenshot of the Hitron CODA modem's upstream overview: https://drive.google.com/file/d/1IgYmYu8z4EzAvnvOeUHr9kMYydYNSe9H/view?usp=sharing.
Some information suggested that my CMTS (Cable Modem Termination System) profile cache be cleared.
Any thoughts? Please advise.
Thanks.
user_8684so
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57 Messages
8 days ago
After 3 weeks of using the Xfinity Gateway CGM4981COM XB8 to troubleshoot, I'm going to swap it back with the Hitron CODA. I want to simplify my infrastructure, and it's annoying having to be aware that, when the XB8 is serviced in such a way that disables bridge mode, the XB8 can steer my Xfinity cameras away from the network I want my cameras to be on. The CODA performs slightly better too, for whatever reason.
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user_8684so
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57 Messages
7 days ago
Here's a summary of the current status. I have two open tickets. A maintenance ticket open for the network team, and a ticket open for the backend team. I have an advanced technician appointment scheduled one week from now. It is my understanding that the network/maintenance team with tier 2 resources have tried to address the issue. I requested details about what the root cause might have been (for my own curiosity, or if I need to take any action), but they do not share detailed information to tier 1 agents or to customers (which I'm fine with). I requested the tickets remain open however. I will test across one work week. If it is stable for one work week, I will cancel my advanced technician appointment, request all my tickets to be closed, and mark my solution here, closing this thread.
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user_8684so
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57 Messages
6 days ago
Got a message from Xfinity assistant asking me to confirm if my internet service is restored. First of all, thanks. Since the problem is intermittent, I need one work week to test if it is stable. I will report it at the end of the work week if it is. If it is, I will request all my tickets/threads to be closed, and cancel any technician appointment I have scheduled. Otherwise, I will report degradation immediately. Thanks again.
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user_8684so
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57 Messages
17 hours ago
Ran into this today:
* **Today, 9:26 AM**
* Download: 152 Mbps
* Upload: 49.8 Mbps
* **Today, 9:28 AM**
* Download: 357 Mbps
* Upload: 40.8 Mbps
* **Today, 9:31 AM**
* Download: 357 Mbps
* Upload: 16.3 Mbps
* **Today, 9:32 AM**
* Download: 357 Mbps
* Upload: 16.5 Mbps
* **Today, 9:33 AM**
* Download: 356 Mbps
* Upload: 19.9 Mbps
* **Just now**
* Download: 361 Mbps
* Upload: 69.7 Mbps
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user_8684so
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57 Messages
12 hours ago
This is the 8th technician to visit. I said, "A live agent promised they would send an advanced technician. You are that advanced technician". They chuckled and said nothing. They said they could not see anything on their cable meter, which is what I expected. All other technicians have said the same. They said it might be my router. Again, the problem is intermittent. I wired my laptop into my modem when the technician was here. I could not reproduce it. The technician leaves. I run speedtest again on my laptop wired directly into the modem. I got 320/63 and 355/74, which reproduces the service degradation I am seeing now. This proves that the speedtests being executed directly on my router (not a device wirelessly connected to my router), via the TP-Link Deco app, is giving me valid speedtest results. I will continue performing speedtests on the TP-Link Deco app. It is a pain to power cycle my modem, move the ethernet cable to my laptop, and bind my public IPv4 to my laptop's MAC address just to get internet on there in order to do a speedtest.
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user_8684so
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57 Messages
7 hours ago
Saw my upload speed drop to 20 Mbps on the TP-Link Deco app's built-in speedtest. Power cycled the modem. Rewired the ethernet cable to my laptop so that my laptop leases the public IPv4 instead of my Deco router. Ran speedtest.net. Got 312/7 with Comcast, Santa Clara, CA endpoint, and 311/12 with Comcast, San Francisco, CA endpoint. Ran fast.com next. Got 240/14 with Santa Clara (San Jose), CA endpoint. Note that upload speed is at the 10-20 Mbps range. Again, expecting 100 Mbps. Again, it's hours after the technician appointment window that I see this.
The only way that I can think of building a case for this is to use a tool that monitors a wider capture window across multiple days. A technician using a cable meter a few times in one narrow cluster is unlikely to see the intermittent degradation.
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