Internet dropping and slow internet speeds

Having some major issues with my Xfinity internet. Have a 200 Mbps plan but have bee getting speeds of 1-6 Mbps. Occasionally the connection drops entirely and I need to reboot the router to get it working again.

Have attempted hard resets, firmware updates and tested the cables. All seems to be fine from that end. It is just excruciatingly slow (how did we ever get away with a 56k connection!).

I worked with a support chat staff at XFinity about a week and a half ago. The tech said that there were some issues that they found on their network side that they pushed a fix out for. The support staff then quoted me a great deal that would have come with a new modem/router but failed in the process of setting it up. When I followed up it turns out I was misquoted the price and I am not signing up to pay $30 more dollars a month for XFinity to leech my bandwidth to expand their free wifi network (I have a wireless router that is working just fine).

Anyone else having issues with slow speeds? Any ideas on other things to try?

Responses

B

Bridgett2610

Visitor

•

4 Messages

4 years ago

Have you looked online or on your Xfinity to see if you due for a modem upgrade? I’m not sure if it varies very drastically from state to state, but I am from Pennsylvania and as of maybe not even two months ago or so I saw that I was two for a free modem upgrade that was helping with speed and other issues. But if you look and see that you need an upgrade, or if you can’t figure out how to do that you could also call their customer service number. The best part of it is you can have the option that you click to have Xfinity send you it through the mail and ship you a new modem,

and they pay for it as well as the label for you to ship back your old one.

You could use the website if you wanted to, but If not you can download my Xfinity app ( which is much more difficult to navigate then the app), and troubleshoot your Wi-Fi, by clicking on the Internet option at the bottom by pressing troubleshoot network after you scroll down a little bit, also you can unplug your cords, specifically mostly your power cord, leave it unplugged for a few minutes and then plug it back in and restart your modem.

0

EG

Expert

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110.1K Messages

4 years ago

@Anotherjohnson

Please start here if you wish;

https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9

0

A

Anotherjohnson

Visitor

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5 Messages

4 years ago

Speed appears to be resolved after working with another tech. Unfortunately the connection continues to drop.

Cable modem (CM500-100NAS) error log pasted below:

Time	Priority	Description
2021-8-17, 20:29:21	Warning (5)	MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:48	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
1970-1-1, 00:00:28	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:22	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
2021-8-17, 20:26:44	Critical (3)	Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:27	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:22	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
2021-8-17, 17:37:04	Critical (3)	Resetting the cable modem due to docsDevResetNow
2021-8-17, 17:35:18	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 17:34:05	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
2021-8-17, 17:33:57	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 17:33:45	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 17:33:37	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 17:33:25	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 17:33:05	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 17:16:39	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 17:16:06	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 16:48:21	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 16:47:15	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
2021-8-17, 16:47:07	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 16:46:59	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 16:46:39	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 16:46:34	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 16:42:32	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 16:41:59	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 15:34:29	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 15:23:39	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
2021-8-17, 15:23:30	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 15:23:16	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 15:23:09	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 15:22:58	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 15:22:36	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 15:21:29	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 15:20:57	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 14:15:53	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 14:14:45	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;
2021-8-17, 14:14:37	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 14:14:24	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 14:14:17	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
2021-8-17, 14:14:04	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;

Modem is less than a year old. Anyone have insights based on these errors?

(edited)

0

EG

Expert

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110.1K Messages

4 years ago

Please redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. Personally identifying 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".

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

4

A

Anotherjohnson

Visitor

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5 Messages

@EG- thank you. the edits have been made to my original post and the additional detail is below.

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	477000000 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	13	477000000 Hz	4 dBmV	39.8 dB	525	138
2	Locked	QAM256	1	399000000 Hz	4.4 dBmV	41.1 dB	3875	526
3	Locked	QAM256	2	405000000 Hz	4.2 dBmV	40.9 dB	3906	583
4	Locked	QAM256	3	411000000 Hz	4 dBmV	40.8 dB	3959	684
5	Locked	QAM256	4	417000000 Hz	4.1 dBmV	40.8 dB	3417	806
6	Locked	QAM256	5	423000000 Hz	4.2 dBmV	40.6 dB	2592	525
7	Locked	QAM256	6	435000000 Hz	4 dBmV	40.4 dB	2304	689
8	Locked	QAM256	7	441000000 Hz	4 dBmV	40.3 dB	2572	555
9	Locked	QAM256	8	447000000 Hz	4.1 dBmV	40.3 dB	1431	520
10	Locked	QAM256	9	453000000 Hz	4.2 dBmV	40.3 dB	6149	322
11	Locked	QAM256	10	459000000 Hz	4.1 dBmV	40.2 dB	112071	58318
12	Locked	QAM256	11	465000000 Hz	4 dBmV	39.6 dB	39348	42109
13	Locked	QAM256	12	471000000 Hz	4.1 dBmV	39.6 dB	3489876	4418376
14	Locked	QAM256	14	483000000 Hz	3.8 dBmV	40 dB	429	317
15	Locked	QAM256	15	489000000 Hz	3.5 dBmV	40.1 dB	493	227
16	Locked	QAM256	16	495000000 Hz	3.4 dBmV	40 dB	522	276

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	10	5120 Ksym/sec	22800000 Hz	37.9 dBmV
2	Locked	ATDMA	9	5120 Ksym/sec	16400000 Hz	37.4 dBmV
3	Locked	ATDMA	11	5120 Ksym/sec	29200000 Hz	38.2 dBmV
4	Locked	ATDMA	12	5120 Ksym/sec	35600000 Hz	38.2 dBmV

(edited)

4 years ago

0

EG

Expert

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110.1K Messages

O/k so even though the signal stats looked good at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel-return path impairment somewhere.

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real-time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

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4 years ago

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Anotherjohnson

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5 Messages

Thank you!!! I appreciate the assistance.

4 years ago

EG

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110.1K Messages

Quite welcome ! :-)

.................

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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.

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4 years ago

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JudyHH1

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3 Messages

4 years ago

Yes - very slow! I'm in San Jose,California.

1

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EG

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110.1K Messages

@JudyHH1

Please create a new topic of your own here on this board detailing your issue. Please do not hijack someone else's help thread in progress. Thank you.

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4 years ago

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Anotherjohnson

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5 Messages

4 years ago

Is there anybody out there?

Still experiencing occasional connectivity drops. Is anyone tracking/assigned since this was escalated?

2

0

EG

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110.1K Messages

@Anotherjohnson

This must have slipped through the cracks.... I'll try re-escalating it.

(edited)

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

4 years ago

XfinityChelseaB

Official Employee

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1.6K Messages

Hello @Anotherjohnson! Thanks so much for taking a moment out of your night to leave a post on our community forum! I'm sorry to hear you're having connection issues with your internet, but you have definitely come to the right place for assistance! If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you!

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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

4 years ago

Your Home Network

Anotherjohnson

Internet dropping and slow internet speeds

Bridgett2610

EG

Anotherjohnson

EG

Anotherjohnson

EG

Anotherjohnson

EG

JudyHH1

EG

Anotherjohnson

EG

XfinityChelseaB

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