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GrandpaGeorge
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6 Messages

Friday, October 7th, 2022 9:04 PM

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Intermittent/random disconnects and poor performance since maintenance work over a month ago.

Since COMCAST performed some equipment maintenance/replacement on August 24th, our internet disconnects and/or we're having horrible performance (slow). I've tried everything I can to track down the issue to no avail. I have an Xfinity modem installed Jan 2021. At times I've seen a lot of packet drops to various websites and occasionally DNS issues. Unfortunately, I have no other ISP alternatives and I'm getting seriously tired of telling my wife there's nothing I can do. There have been days when she just uses her phone as a hotspot all day because of poor performance.

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2 years ago

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EG

Expert

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107.6K Messages

2 years ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.


What is the exact make and model number of the modem / gateway device ?

Is this with a WiFi connection ?

1

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GrandpaGeorge

Visitor

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6 Messages

@EG​ 

Cable Modem
HW Version:2.0
Vendor:Technicolor
BOOT Version:S1TC-3.63.20.104
Core Version:1.0
Model:CGM4331COM
Product Type:XB7
Flash Part:4096 MB
Download Version:Prod_21.1_d31 & Prod_21.1

Downstream
Channel Bonding Value
Index
4
1
2
3
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
193
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
423 MHz
405 MHz
411 MHz
417 MHz
429 MHz
435 MHz
441 MHz
447 MHz
453 MHz
459 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
722000000
SNR
46.2 dB
46.3 dB
46.3 dB
46.3 dB
46.0 dB
46.1 dB
46.0 dB
46.2 dB
46.0 dB
46.1 dB
45.9 dB
45.8 dB
45.7 dB
45.7 dB
45.8 dB
45.9 dB
45.4 dB
45.7 dB
45.3 dB
45.5 dB
45.4 dB
45.4 dB
45.3 dB
45.5 dB
45.3 dB
45.1 dB
45.0 dB
44.9 dB
44.8 dB
44.8 dB
44.6 dB
44.7 dB
44.0 dB
Power Level
1.2 dBmV
1.7 dBmV
1.5 dBmV
1.3 dBmV
1.2 dBmV
1.0 dBmV
1.1 dBmV
1.3 dBmV
0.9 dBmV
1.0 dBmV
0.9 dBmV
0.9 dBmV
0.8 dBmV
0.9 dBmV
0.8 dBmV
0.9 dBmV
0.8 dBmV
0.8 dBmV
0.6 dBmV
0.6 dBmV
0.7 dBmV
0.8 dBmV
0.7 dBmV
0.8 dBmV
0.6 dBmV
0.3 dBmV
0.0 dBmV
0.1 dBmV
0.0 dBmV
0.1 dBmV
0.2 dBmV
0.0 dBmV
0.4 dBmV

Upstream
Channel Bonding Value
Index
1
2
3
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
22 MHz
16 MHz
40 MHz
Symbol Rate
5120
5120
5120
5120
2560
Power Level
48.8 dBmV
48.5 dBmV
48.0 dBmV
48.3 dBmV
46.0 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM

WiFi connection in a 1,500sqft condo w/router in the middle (excellent coverage).

2 years ago

0

GrandpaGeorge

Visitor

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6 Messages

2 years ago

I'm still seeing this immediately after Restarting my modem.

I'm browsing my account on a laptop connected to that WiFi network. 
About an hour ago, we were getting DNS errors, Xfinity TV went down for about 30 minutes, but we still had internet. 

0

0

EG

Expert

 • 

107.6K Messages

2 years ago

Many times general connectivity problems manifest themselves as being DNS issues when they really aren't. That said. You didn't post the requested signal status values ?

5

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GrandpaGeorge

Visitor

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6 Messages

@EG​ I'm looking at those numbers as a reply to your request.

But, Downstream Power ranges from 0.0 (on upper channels) to 1.7 (ch 1)

SNR is from 44.0 - 46.3

Upstream power is 46.0 - 48.8

2 years ago

0

GrandpaGeorge

Visitor

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6 Messages

@EG here's a screenshot of the numbers I posted above.​

2 years ago

0

XfinityNicolas

Official Employee

 • 

1.1K Messages

Hey @GrandpaGeorge, thank you for reaching out to Xfinity Support on our Forums. EG does make a good point and it is usually the culprit. The signal levels are all with in range. Have you checked your modem's error logs to see if there are timeouts or ranging errors that could be related?

 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

GrandpaGeorge

Visitor

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6 Messages

@XfinityNicolas​, I've tried looking at the logs on my modem but they're always empty. A tech came out today and replaced my modem and my WiFi speed doubled. So, all I can guess is it was a modem problem. Unfortunately, there aren't any good diagnostic tools for Comcast customers to use. Comcast makes it very difficult to figure out what's going on. 

2 years ago

0

XfinityMichaelC

Official Employee

 • 

4.1K Messages

Thank you for providing this information, @GrandpaGeorge! I'm glad to hear that the tech was able to resolve the issue by swapping out the modem. We have an amazing field team that works quickly and diligently to make sure your services are running as they should! Makes me wonder if the wireless modules on the modem needed to be reset which can be done by going through the http://10.0.0.1 that @EG had mentioned earlier in the reset section of the modem in case you happen to run into the issue again. We also appreciate your feedback and will forward this to the proper channels for future enhancements for customer-facing tools. I will mark this thread as closed as the issue was resolved with the swapping of the modem. Please feel free to start another thread if you have anything further issues.

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

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