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anthony212
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7 Messages

Thursday, December 7th, 2023 4:36 PM

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Inconsistent internet speeds, low SNR, high uncorrectables. Worth having someone come out?

My internet connection is pretty solid, but I do notice a fluctuation in the download speeds I get. I subscribe to 1000mbps down but what I actually get will vary significantly from 20mpbs to 800mpbs. When I check my modem stats I have huge numbers of uncorrectables and some low SNRs. All of the automated tests Xfinity online says everything is good, but I am still a little concerned. Is this worth trying to get someone out to look at?

Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
28 Locked QAM256 591000000 Hz 0 dBmV 33 dB 1014151 485344
13 Locked QAM256 501000000 Hz 1 dBmV 28 dB 563199985 1752466276
14 Locked QAM256 507000000 Hz 0 dBmV 31 dB 221629655 1067045
15 Locked QAM256 513000000 Hz 0 dBmV 38 dB 1125050 557946
16 Locked QAM256 519000000 Hz 0 dBmV 31 dB 124258939 59018913
17 Locked QAM256 525000000 Hz 0 dBmV 33 dB 3349890 811689
18 Locked QAM256 531000000 Hz 0 dBmV 41 dB 972621 496318
19 Locked QAM256 537000000 Hz 0 dBmV 38 dB 971546 501699
20 Locked QAM256 543000000 Hz 0 dBmV 29 dB 2803590440 731694993
21 Locked QAM256 549000000 Hz 0 dBmV 36 dB 1191453 595130
22 Locked QAM256 555000000 Hz 0 dBmV 40 dB 814772 418405
23 Locked QAM256 561000000 Hz 0 dBmV 41 dB 791161 386423
24 Locked QAM256 567000000 Hz 1 dBmV 42 dB 805782 407477
25 Locked QAM256 573000000 Hz 0 dBmV 29 dB 2057963 535719
26 Locked QAM256 579000000 Hz 0 dBmV 32 dB 963408 446171
27 Locked QAM256 585000000 Hz 1 dBmV 38 dB 791648 410418
29 Locked QAM256 597000000 Hz 0 dBmV 36 dB 780035 395853
30 Locked QAM256 603000000 Hz 0 dBmV 37 dB 741895 397071
31 Locked QAM256 609000000 Hz 0 dBmV 42 dB 684436 367325
32 Locked QAM256 615000000 Hz 0 dBmV 42 dB 701569 376580
33 Locked QAM256 621000000 Hz 0 dBmV 38 dB 344959047 124062846
34 Locked QAM256 627000000 Hz 0 dBmV 36 dB 3012527307 3553884453
35 Locked QAM256 633000000 Hz 0 dBmV 39 dB 13708896 1138767
36 Locked QAM256 639000000 Hz 0 dBmV 30 dB 466897809 223012108
37 Locked QAM256 645000000 Hz 0 dBmV 31 dB 302531364 107896987
38 Locked QAM256 651000000 Hz 0 dBmV 42 dB 596464 306405
39 Locked QAM256 657000000 Hz 0 dBmV 42 dB 586935 318727
40 Locked QAM256 663000000 Hz 1 dBmV 42 dB 590021 300181
41 Locked QAM256 669000000 Hz 1 dBmV 42 dB 587850 331131
42 Locked QAM256 675000000 Hz 0 dBmV 41 dB 542054 308664
43 Locked QAM256 681000000 Hz 0 dBmV 42 dB 546811 293191
44 Locked QAM256 687000000 Hz 1 dBmV 42 dB 537202 294517
193 Locked OFDM PLC 722000000 Hz 1 dBmV 38 dB 442570275 1066774

Edit: Also wanted to add I am seeing multiple MDD timeouts

7/12/2023
13:38:20		 5 MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
7/12/2023
13:38:21		 6 CM-STATUS message sent. Event Type Code: 1; Chan ID: 34; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
7/12/2023
13:39:32		 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 34; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
7/12/2023
13:40:22		 5 MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
7/12/2023
13:40:23		 6 CM-STATUS message sent. Event Type Code: 1; Chan ID: 34; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
7/12/2023
13:40:32		 3 Successful LAN WebGUI login from xx:xx:xx:xx on 23/12/07 at 1:40 PM.
7/12/2023
13:40:40		 5 MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Question

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Updated 

2 years ago

 • Edited

130

5

0

EG

Expert

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111.3K Messages

2 years ago

@anthony212 

Please redact all of the CM MAC and the CMTS MAC addresses from your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".

2

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anthony212

Regular Visitor

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7 Messages

Thanks! Post has been updated

2 years ago

0

XfinityArmand

Official Employee

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2.2K Messages

Hi there @anthony212!  Thank you so much for taking the time to reach out to Xfinity Support here on our Community Forum to voice your service concerns.  We are so glad to hear from you and happy to help in any way that we can.  No worries!  You have reached out to a team of experts who are here to ensure your expereince with your services is top tier.  Please feel free to shoot us a private message so that we may get to work on this as soon as we can. 😉

 

To send a "direct message" / "private message" message to Xfinity Support:

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 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

I am an Official Xfinity Employee.
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2 years ago

EG

Expert

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111.3K Messages

2 years ago

Quite welcome ! Some stuff that you can try;

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

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0

EG

Expert

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111.3K Messages

2 years ago

@anthony212 

Did any of those tips apply ? Please update your topic right here on this public help forum. 

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anthony212

Regular Visitor

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7 Messages

2 years ago

Unfortunately none of these apply. I have a straight connection from the house hookup to the modem. No splitters in the path. 

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0

EG

Expert

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111.3K Messages

2 years ago

Okay. If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit 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 up 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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