Visitor
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3 Messages
Internet Dropping and Slow Wired Speeds
I have been having issues with my internet speeds now for about a month. I have 800Mbps internet and am using my own modem (Arris S33) with a Google Wifi mesh router system. Also as a side note I use a MoCA network to bring "wired" internet into an additional room in the house.
The wired speed straight from the modem I have been seeing is around 100-600 Mbps and varies a lot from speed test to speed test. WiFi varies even more and can range from 50-500 Mbps. I understand the WiFi can be from a multitude of reason so that doesn't bother me as much as the straight wired speed.
On top of that last week the internet started dropping anywhere from 2-8 times a day for like a half hour at a time or sometimes even requires a modem reset to fix.
I have gone through the whole process of resetting everything multiple times and even went through all the coax and ethernet cables and replaced them with new to make sure there wasn't an issue there but nothing seems to help. Xfinity customer service just tells me its the modem and Arris customer service just tells me its the incoming signal from Xfinity so I am in an infinite loop and still have the problem. Any help would be great.
I attached the logs and numbers from the modem.
EG
Expert
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112.3K Messages
4 years ago
The downstream power is low / weak / out of spec on some channels and it may be intermittently fluctuating lower out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there 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 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, 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, 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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user_4f41ca
Visitor
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3 Messages
4 years ago
Thanks for the reply. I have changed out the splitter at entry into the house which is a 1 to 2 (it is the only splitter in the entire house and the two cables are the only ones connected and being used), changed all coax that are outside the walls/attic and checked all connections for tightness that I can physically get to so I guess a tech is the only option at this point.
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EG
Expert
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112.3K Messages
4 years ago
Yep.
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 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.
Good luck !
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