kickguru's profile

Contributor

 • 

37 Messages

Saturday, March 26th, 2022

Closed

I think something might be wrong

So this started 3/20. I had been seeing in my firewall when the connection suddenly dropped around the same time between the hours of 1:00 AM to 4:00 AM. I figured before then it must have been maintenance but 3/20 is when everything came to a head. I hopped in the Xfinity app and looked at my area and saw several nodes near me had unexpected outages at the same time. However the node near me was marked as ok and no issues, which wasn't true. The connection was constantly up and down during the day. When I contacted the Xfinity Twitter the rep found there was a signal leakage issue and she said they had been working on it the past two days trying to repair it.

For a few hours things stabilized and then the connection started acting up again. So I was patient and figured they were still working on things as the days passed. Then yesterday 3/25/22 I had another issue. The connection was causing glitchy playback. I did a speed test and got 11.83 down and 37.33 Up. I knew something was definitely wrong because I'm on the Gigabit plan. I checked DownDetector.com and saw others in my area where having the same type of issue or their connection just dropped completely. When hearing back from  Xfinity Support I decided to check my Modem. This is what I found when first logging in

And I thought, "oh that doesn't look good". So I rebooted and this is what I got after the reboot
So better but the levels were concerning to me. Just because I've never seen my numbers get like that. In the past when I've had to have a tech come out they always find that something further down the line was causing "noise" and they'd have to tune things.
So I contacted support and they had me directly connect to the modem for a speed test. 
Of course this was better than before but still not the speeds I should be getting. I got told a signal was going to be sent to my home and it was going to take 4 hours for diagnostics etc. And after that service, my speeds did come back up
So this is what my modem is showing now for the connection 11:43 AM CST
 
Apply     Cancel
Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 603000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 
Downstream Bonded Channels (Partial Service)
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 33 603000000 Hz -20.3 dBmV 29.5 dB 4783560 28
2 Locked QAM256 13 483000000 Hz -15.1 dBmV 35.3 dB 13 26
3 Locked QAM256 14 489000000 Hz -14.9 dBmV 34.4 dB 12 26
4 Locked QAM256 15 495000000 Hz -14.7 dBmV 35.7 dB 26 12
5 Locked QAM256 16 501000000 Hz -14.9 dBmV 35.6 dB 4 0
6 Locked QAM256 17 507000000 Hz -14.1 dBmV 35.5 dB 18 20
7 Locked QAM256 18 513000000 Hz -13.7 dBmV 36.5 dB 28 0
8 Locked QAM256 19 519000000 Hz -12.5 dBmV 37.2 dB 10 27
9 Locked QAM256 20 525000000 Hz -12.5 dBmV 36.5 dB 24 0
10 Locked QAM256 21 531000000 Hz -11.4 dBmV 37.1 dB 22 14
11 Locked QAM256 22 537000000 Hz -11.8 dBmV 37.8 dB 19 20
12 Locked QAM256 23 543000000 Hz -10.8 dBmV 38.3 dB 16 22
13 Locked QAM256 24 549000000 Hz -12.5 dBmV 37.3 dB 7 0
14 Locked QAM256 25 555000000 Hz -12.7 dBmV 35.2 dB 30 16
15 Locked QAM256 26 561000000 Hz -15.3 dBmV 34.8 dB 66 0
16 Locked QAM256 27 567000000 Hz -15.7 dBmV 33.9 dB 83 0
17 Locked QAM256 28 573000000 Hz -18.1 dBmV 32.5 dB 4041 0
18 Locked QAM256 29 579000000 Hz -17.9 dBmV 28.6 dB 466275545 17419823
19 Locked QAM256 30 585000000 Hz -20 dBmV 30.5 dB 1694018 34
20 Locked QAM256 31 591000000 Hz -19 dBmV 29.3 dB 229133773 15275477
21 Locked QAM256 32 597000000 Hz -20.4 dBmV 30 dB 3418678 21
22 Locked QAM256 34 609000000 Hz -20.4 dBmV 30.3 dB 788486 25
23 Locked QAM256 35 615000000 Hz -19.7 dBmV 31 dB 41747 27
24 Locked QAM256 36 621000000 Hz -20.3 dBmV 30.3 dB 3399477 29
25 Locked QAM256 37 627000000 Hz -21.4 dBmV 29.5 dB 300236715 5763303
26 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
27 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
28 Not Locked Unknown 40 645000000 Hz 0.0 dBmV 0.0 dB 0 0
29 Not Locked Unknown 41 651000000 Hz 0.0 dBmV 0.0 dB 0 0
30 Not Locked Unknown 42 657000000 Hz 0.0 dBmV 0.0 dB 0 0
31 Not Locked Unknown 43 663000000 Hz 0.0 dBmV 0.0 dB 0 0
32 Not Locked Unknown 44 669000000 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 1 5120 Ksym/sec 35600000 Hz 47.3 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 46.8 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 47.3 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 47.3 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 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
 
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 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 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
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time:Sat Mar 26 10:43:03 2022
System Up Time:16:38:45

Now my speeds are back in the range they should be somewhat. But are those power levels ok?

Oldest First
Selected Oldest First

Expert

 • 

111.9K Messages

3 years ago

Nope. They are still too weak. Some channels are WAY out of spec. Some are not even locking in. It won't be long for things to go downhill again. You need to contact customer service again and report this.

Contributor

 • 

37 Messages

3 years ago

Ok I'll contact them ASAP. Thank you!

Problem Solver

 • 

571 Messages

Hi, @kickguru Thank you very much for taking the time to participate in our Xfinity Community Forums! I am so sorry to see the troubles you have been experiencing. I would gladly assist you further! Please send us a direct message with your full name and address to get started.

 

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon or https://comca.st/3wLqdcG

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

(Credit to @BruceW)

I no longer work for Comcast.

Expert

 • 

111.9K Messages

3 years ago

Good luck ! Please post back with how things turn out.

Contributor

 • 

37 Messages

3 years ago

So I got contacted Sunday, March 27, 2022. The person calling said they were with Advanced Digital something for Comcast. They told me adjustments had been made to my connection and to check and see if things were good on my end. I did a speed test at the time and peaked at about 752 Mbps Down and 41 Mbps Up which is closer to what I typically get. However, I checked my modem and the signal powers were about the same. I explained to the rep that I was told my signal powers were out of spec and that's why a tech needed to come out. The rep assured me that adjustments had been made and asked if the tech request could be canceled. I protested but said "Yeah you can cancel it but if I start having issues again I'm not going to be happy about it"

As of today March 30, 2022 these are my power levels

Frequency start ValueThis field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency
 

Startup Procedure

Procedure Status Comment
Acquire Downstream Channel 603000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 

Downstream Bonded Channels (Partial Service)

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 33 603000000 Hz -21.3 dBmV 28.9 dB 870038 38
2 Locked QAM256 13 483000000 Hz -14.7 dBmV 35.7 dB 0 0
3 Locked QAM256 14 489000000 Hz -14.3 dBmV 35.1 dB 3 0
4 Locked QAM256 15 495000000 Hz -14.2 dBmV 36.5 dB 1 0
5 Locked QAM256 16 501000000 Hz -14.4 dBmV 36.4 dB 1 0
6 Locked QAM256 17 507000000 Hz -13.7 dBmV 36.5 dB 0 0
7 Locked QAM256 18 513000000 Hz -13.3 dBmV 37.2 dB 1 0
8 Locked QAM256 19 519000000 Hz -12.3 dBmV 38 dB 0 0
9 Locked QAM256 20 525000000 Hz -12.3 dBmV 36.8 dB 1 0
10 Locked QAM256 21 531000000 Hz -11.5 dBmV 37.7 dB 0 0
11 Locked QAM256 22 537000000 Hz -12.2 dBmV 37.9 dB 1 0
12 Locked QAM256 23 543000000 Hz -11.6 dBmV 38.1 dB 1 0
13 Locked QAM256 24 549000000 Hz -13.5 dBmV 36.9 dB 2 0
14 Locked QAM256 25 555000000 Hz -13.8 dBmV 32.2 dB 4 0
15 Locked QAM256 26 561000000 Hz -16.4 dBmV 34.2 dB 10 0
16 Locked QAM256 27 567000000 Hz -16.6 dBmV 33.3 dB 5 0
17 Locked QAM256 28 573000000 Hz -19 dBmV 32 dB 21 0
18 Locked QAM256 29 579000000 Hz -18.7 dBmV 29.4 dB 323935 173
19 Locked QAM256 30 585000000 Hz -20.9 dBmV 29.7 dB 11889 0
20 Locked QAM256 31 591000000 Hz -19.9 dBmV 29.5 dB 29187 0
21 Locked QAM256 32 597000000 Hz -21.4 dBmV 29.6 dB 13936 0
22 Locked QAM256 34 609000000 Hz -21.5 dBmV 29.4 dB 80672 0
23 Locked QAM256 35 615000000 Hz -21 dBmV 30.3 dB 1136 0
24 Locked QAM256 36 621000000 Hz -21.8 dBmV 29.3 dB 29014 0
25 Locked QAM256 37 627000000 Hz -23.2 dBmV 28.1 dB 1268606 1
26 Locked QAM256 38 633000000 Hz -24.6 dBmV 26.7 dB 91989941 3219999
27 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
28 Not Locked Unknown 40 645000000 Hz 0.0 dBmV 0.0 dB 0 0
29 Not Locked Unknown 41 651000000 Hz 0.0 dBmV 0.0 dB 0 0
30 Not Locked Unknown 42 657000000 Hz 0.0 dBmV 0.0 dB 0 0
31 Not Locked Unknown 43 663000000 Hz 0.0 dBmV 0.0 dB 0 0
32 Not Locked Unknown 44 669000000 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 1 5120 Ksym/sec 35600000 Hz 45.8 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 45.8 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 46.3 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 46.3 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 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
 

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 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 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
 

Extended Upstream Transmit PowerEnable Extended Upstream Transmit Power

 

Current System Time:Wed Mar 30 11:11:07 2022System Up Time:01:38:05

This is even after a recent power outage this morning due to severe thunderstorms in my area passing through. But the connection has been stable since Sunday when I was contacted and my firewall hasn't had any more detected disconnections as of yet. I honestly think the node in the neighborhood needs to be serviced but that's just my opinion. 

Problem Solver

 • 

571 Messages

Hello, @kickguru So sorry to hear about the severe thunderstorms in your area and the troubles you have been experiencing with your services. I would gladly take deep dive and get this resolved. Please send us a direct message with your full name and address to we can look into this further.

 

To send a Direct Message:

 

Ensure you are logged in

 

Click the "Direct Messaging" icon or https://comca.st/3wLqdcG

 

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

I no longer work for Comcast.

Expert

 • 

111.9K Messages

3 years ago

Still no good. This can't be fixed remotely. It takes a *boots on the ground* physical intervention. Contact customer support again and make them send a tech out. 

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 !

Contributor

 • 

37 Messages

@EG​ Ok thank you. I will reach out again as earlier today before I left the house the connection dropped and came back up. I see an official employee replied so I will start there.

Expert

 • 

111.9K Messages

My pleasure ! Please post back here about how things turn out. Thanks, and good luck !

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

Contributor

 • 

37 Messages

3 years ago

Update 4/8/2022:

So I finally had my tech visit today. Again they tried to cancel it beforehand with that advanced digital team telling me I didn't need it. I ignored their calls. When the tech got here I explained what had been going on and explained what I was told here. He was very knowledgeable and after checking my line he found water was in it and in a significant portion. He said when squirrels bite into the line they may leave a hole. If it storms and water hits it will run straight through. The line hadn't been changed since 2019 and the tech said it was about time for it to be changed anyways. He also took the time to change my inside line as well. I'll note the inside line hasn't been changed since approximately '07.  As he was swapping from the old line to the new line he said he had found water in the portion that runs on the house to the box and though it didn't seem to be a lot, he wanted to be 100% sure there were no extra issues and my signal from Comcast was solid.

These were my levels right after he got everything setup

Frequency start ValueThis field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

 

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

603000000 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

33

603000000 Hz

1.9 dBmV

41.4 dB

0

0

2

Locked

QAM256

13

483000000 Hz

2.9 dBmV

42.5 dB

0

0

3

Locked

QAM256

14

489000000 Hz

2.9 dBmV

42.5 dB

0

0

4

Locked

QAM256

15

495000000 Hz

2.8 dBmV

42.6 dB

0

0

5

Locked

QAM256

16

501000000 Hz

2.8 dBmV

42.5 dB

0

0

6

Locked

QAM256

17

507000000 Hz

2.9 dBmV

42.4 dB

0

0

7

Locked

QAM256

18

513000000 Hz

3 dBmV

42.4 dB

0

0

8

Locked

QAM256

19

519000000 Hz

2.9 dBmV

42.3 dB

0

0

9

Locked

QAM256

20

525000000 Hz

2.8 dBmV

42.1 dB

0

0

10

Locked

QAM256

21

531000000 Hz

2.9 dBmV

42.1 dB

0

0

11

Locked

QAM256

22

537000000 Hz

2.8 dBmV

42.1 dB

0

0

12

Locked

QAM256

23

543000000 Hz

2.8 dBmV

42.1 dB

0

0

13

Locked

QAM256

24

549000000 Hz

2.5 dBmV

41.9 dB

0

0

14

Locked

QAM256

25

555000000 Hz

2.2 dBmV

41.4 dB

1

0

15

Locked

QAM256

26

561000000 Hz

2 dBmV

41.6 dB

1

0

16

Locked

QAM256

27

567000000 Hz

1.7 dBmV

41.5 dB

0

0

17

Locked

QAM256

28

573000000 Hz

1.5 dBmV

41.4 dB

0

0

18

Locked

QAM256

29

579000000 Hz

1.5 dBmV

41.1 dB

0

0

19

Locked

QAM256

30

585000000 Hz

1.5 dBmV

41.2 dB

0

0

20

Locked

QAM256

31

591000000 Hz

1.5 dBmV

40.7 dB

1

0

21

Locked

QAM256

32

597000000 Hz

1.8 dBmV

41.1 dB

1

0

22

Locked

QAM256

34

609000000 Hz

2.4 dBmV

41.5 dB

0

0

23

Locked

QAM256

35

615000000 Hz

2.5 dBmV

41.2 dB

1

0

24

Locked

QAM256

36

621000000 Hz

2.8 dBmV

41.4 dB

1

0

25

Locked

QAM256

37

627000000 Hz

2.4 dBmV

41.3 dB

0

0

26

Locked

QAM256

38

633000000 Hz

1.8 dBmV

41 dB

0

0

27

Locked

QAM256

39

639000000 Hz

1.3 dBmV

40.8 dB

0

0

28

Locked

QAM256

40

645000000 Hz

0.8 dBmV

40.7 dB

0

0

29

Locked

QAM256

41

651000000 Hz

0.6 dBmV

40.4 dB

0

0

30

Locked

QAM256

42

657000000 Hz

0.2 dBmV

40.4 dB

0

0

31

Locked

QAM256

43

663000000 Hz

0.2 dBmV

40.3 dB

0

0

32

Locked

QAM256

44

669000000 Hz

0.1 dBmV

40.2 dB

1

0

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

1

5120 Ksym/sec

35600000 Hz

41.3 dBmV

2

Locked

ATDMA

2

5120 Ksym/sec

29200000 Hz

41.3 dBmV

3

Locked

ATDMA

3

5120 Ksym/sec

22800000 Hz

41.8 dBmV

4

Locked

ATDMA

4

5120 Ksym/sec

16400000 Hz

42.8 dBmV

5

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 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

 

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

159

690000000 Hz

3.0 dBmV

41.0 dB

1126 ~ 2969

11879069

994956

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

 

Extended Upstream Transmit PowerEnable Extended Upstream Transmit Power

 

Current System Time:Fri Apr 08 14:24:21 2022System Up Time:00:05:35

And these are my levels as of now while I'm typing this

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 603000000 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 33 603000000 Hz 2.9 dBmV 41.6 dB 0 0
2 Locked QAM256 13 483000000 Hz 3.5 dBmV 42.6 dB 0 0
3 Locked QAM256 14 489000000 Hz 3.4 dBmV 42.6 dB 0 0
4 Locked QAM256 15 495000000 Hz 3.4 dBmV 42.7 dB 0 0
5 Locked QAM256 16 501000000 Hz 3.5 dBmV 42.6 dB 0 0
6 Locked QAM256 17 507000000 Hz 3.5 dBmV 42.6 dB 0 0
7 Locked QAM256 18 513000000 Hz 3.6 dBmV 42.6 dB 0 0
8 Locked QAM256 19 519000000 Hz 3.6 dBmV 42.5 dB 0 0
9 Locked QAM256 20 525000000 Hz 3.5 dBmV 42.3 dB 0 0
10 Locked QAM256 21 531000000 Hz 3.5 dBmV 42.3 dB 0 0
11 Locked QAM256 22 537000000 Hz 3.5 dBmV 42.2 dB 0 0
12 Locked QAM256 23 543000000 Hz 3.4 dBmV 42.3 dB 0 0
13 Locked QAM256 24 549000000 Hz 3 dBmV 42 dB 0 0
14 Locked QAM256 25 555000000 Hz 2.6 dBmV 41.7 dB 0 0
15 Locked QAM256 26 561000000 Hz 2.4 dBmV 41.6 dB 0 0
16 Locked QAM256 27 567000000 Hz 2.2 dBmV 41.6 dB 0 0
17 Locked QAM256 28 573000000 Hz 2 dBmV 41.5 dB 0 0
18 Locked QAM256 29 579000000 Hz 2 dBmV 41.2 dB 0 0
19 Locked QAM256 30 585000000 Hz 2.2 dBmV 41.4 dB 0 0
20 Locked QAM256 31 591000000 Hz 2.3 dBmV 41.1 dB 0 0
21 Locked QAM256 32 597000000 Hz 2.6 dBmV 41.5 dB 0 0
22 Locked QAM256 34 609000000 Hz 3.3 dBmV 41.6 dB 1 0
23 Locked QAM256 35 615000000 Hz 3.3 dBmV 41.4 dB 0 0
24 Locked QAM256 36 621000000 Hz 3.4 dBmV 41.5 dB 0 0
25 Locked QAM256 37 627000000 Hz 2.9 dBmV 41.4 dB 1 0
26 Locked QAM256 38 633000000 Hz 2.2 dBmV 41.1 dB 1 0
27 Locked QAM256 39 639000000 Hz 1.7 dBmV 40.8 dB 0 0
28 Locked QAM256 40 645000000 Hz 1.3 dBmV 40.7 dB 1 0
29 Locked QAM256 41 651000000 Hz 1.1 dBmV 40.6 dB 1 0
30 Locked QAM256 42 657000000 Hz 0.9 dBmV 40.5 dB 0 0
31 Locked QAM256 43 663000000 Hz 1.1 dBmV 40.6 dB 1 0
32 Locked QAM256 44 669000000 Hz 1.1 dBmV 40.5 dB 1 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 41.3 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 41.3 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 41.8 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 42.8 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 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
 
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 ,1 159 690000000 Hz 3.5 dBmV 41.2 dB 1126 ~ 2969 129522160 11967140 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
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time:Fri Apr 08 15:54:29 2022
System Up Time:00:52:55

There's been a significant improvement. However, we noticed the speed tests were coming back low and I wasn't getting the speeds I should. After some investigation, I've found the modem I have is not recommended for my service level anymore. I've had this modem since '19 as well and back then Comcast Gig Speed tier was only 1 GB/s , over time they upped the speed tier and I believe it's now 1200 or 1300 so my current modem isn't recommended and can't produce those speed levels. The tech was kind enough to show me on his tester I was getting the speeds I was paying for from the Comcast station so we've ironed out all the signal issues. Now I just have to go purchase a recommended modem for my speed tier and I should be good. Thank you so much EG for telling me to keep trying! I really appreciate your help!

Expert

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111.9K Messages

@kickguru​ 

 

Quite welcome ! Circle back with how things go.

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Contributor

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37 Messages

3 years ago

So I replaced my CM1200 with a Motorola MB8611. I didn't do a whole lot of research before getting it as I typically do, but I think I came out pretty good. I prefer to keep my wi-fi separate from my modem. I like products having one sole function as I've read too many horror stories of the multi-function wi-fi router/modem combos. I was surprised there were so few of choices for the 1200 Mbps speed tier. After looking at some reviews and dslreports.com I think I made the right choice. Other models either had heat issues or some issue that was referred to as the Puma 6 chip I believe. Activation was a nightmare. I thought I would use a site but later found the process has changed and Xfinity has a separate app for activation. Because I was on my mobile network I opted for a Live Agent Chat in hopes to speed up the process. Let's just say the first attempt had me stuck in the wallgarden for activation with the wrong DNSs. I learned my lesson from that and will just call support the next time. Then I had to perform several resets on my router because it just did not want to acknowledge the modem, due to it being in the wall garden, which I was unaware of at the time. I knew something was off though because of how long it was taking the 1st chat agent to respond and then when I mentioned my speeds weren't right I was told "I'm working on it"...then he randomly just disconnected the chat. Once I finally figured out what was going on I got in live chat again and the agent fixed the issue in 5 minutes. My speed tests have varied from 863.28 Mbps to 872.14 Mbps Down & 37.33 Up. That's about what I should be receiving and far better than my previous modem. I think this is finally solved. However, I wish Comcast would consider two things.

  1. Put some kind of note on a customer's account to inform them when they have a modem that is no longer compatible with their speed tier. That could possibly cut out some customer service contacts because the user would know that their modem is no longer compatible and they need to seek out a compatible one.
  2. Put in some kind of system that puts all customers on a schedule for line changes. I don't know how frequently lines should be changed/last but let's say it's 5 years typically depending on location, weather, etc. Make a schedule and have some kind of reminder for the customer that pops up that says "Hey we need to come service your lines on this date". Then give the customer the option to click a button or respond by text saying "their lines don't need service and the appointment can be skipped" or "yes they want the service performed".
  3. Provide your linemen with access to see full details of neighborhood nodes etc. They should be fully armed to tackle any issues in the field in my opinion. They're the one's that have to shimmy up the pole etc. That's not to say technicians in the office aren't knowledgeable or don't know what they're doing. It's just it's one thing for a person in an office to remotely monitor and say "Oh I see this happening etc." and put down what they "think" might be the issue. But it's another to be physically at that location and then be able to look and find out "Oh this issue is originating from this" (i.e. in my case a hole in the line that allowed water to seep in when it rained".

Expert

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111.9K Messages

3 years ago

Thanks for posting back. Hope things hold up for you ! Good luck !

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