U

Tuesday, May 21st, 2024 7:49 PM

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.

Expert

 • 

104.1K Messages

24 days 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 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

Official Employee

 • 

1.8K 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.
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