Internet Download speed and connection

The internet is usually pretty good connection and speed wise but for the last month or so its been horrendous. Just last night it took me 10 hours to download 19 gigabytes. I have to update my IOS to download the new xfinity app update and that is projected to take 6 hours. I have never had download speeds this slow before, they do not get much better sitting a foot from the modem either. I have tried legitimately every single troubleshooting option on here. The chat bot says it checks and everything is fine but clearly that is incorrect. Is there any way to be sure there is no physical damage with the modem/router/cables? Or would it be best to have someone from xfinity come by the house to try and help.

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EG

Expert

•

107K Messages

6 months 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 ?

2

0

U

user_6om7nk

2 Messages

Hi, the modem says the following

"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_22.2_d31 & Prod_22.2"

Downstream	Channel Bonding Value
Index	20	13	14	15	16	17	18	19	21	22	23	24	25	26	27	28	29	30	31	32	33	34	35	36	37	38	39	40	41	42	43	44	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	549 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	555 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	597 MHz	603 MHz	609 MHz	615 MHz	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	675 MHz	681 MHz	687 MHz	693 MHz	722000000
SNR	40.5 dB	40.5 dB	40.4 dB	40.3 dB	40.4 dB	40.3 dB	40.5 dB	40.4 dB	40.6 dB	40.6 dB	40.6 dB	40.6 dB	40.5 dB	40.6 dB	40.7 dB	40.7 dB	40.7 dB	41.0 dB	40.8 dB	41.0 dB	41.0 dB	41.0 dB	41.0 dB	40.9 dB	40.9 dB	40.9 dB	41.0 dB	40.9 dB	40.4 dB	40.9 dB	40.8 dB	40.6 dB	40.6 dB
Power Level	5.2 dBmV	4.1 dBmV	4.2 dBmV	4.2 dBmV	4.4 dBmV	4.6 dBmV	4.8 dBmV	5.0 dBmV	5.4 dBmV	5.7 dBmV	5.7 dBmV	5.8 dBmV	5.9 dBmV	6.0 dBmV	6.2 dBmV	6.4 dBmV	6.6 dBmV	6.8 dBmV	6.9 dBmV	7.1 dBmV	7.0 dBmV	6.9 dBmV	6.8 dBmV	6.6 dBmV	6.6 dBmV	6.4 dBmV	6.4 dBmV	6.4 dBmV	6.6 dBmV	6.8 dBmV	7.1 dBmV	7.3 dBmV	8.0 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM

and

Upstream	Channel Bonding Value
Index	1	2	3	4	5	6
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz	16 MHz	40 MHz	10 MHz
Symbol Rate	5120	5120	5120	5120	2560	2560
Power Level	45.5 dBmV	45.5 dBmV	45.8 dBmV	47.3 dBmV	43.5 dBmV	48.5 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

I think this is the correct info

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6 months ago

0

XfinityJeniece

Official Employee

•

2.4K Messages

Hey there, user_6om7nk, thanks for providing those modem logs. I would be happy to take a look at your signals on our to help with troubleshooting. Can you please send us a Direct Message?

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" 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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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6 months ago

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user_6om7nk

Internet Download speed and connection

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