Internet issues recently

Hello,

First off, I upgraded my internet to 1 gig from blast pro a month ago but still getting old speeds. Also, my modem (Netgear CAX30) is showing as offline in the Xfinity app but my modem is on and operational. When I run into issues, I try to troubleshoot through the app but can't because the modem shows offline there. Another thing is, I ran diagnostics on my modem and the cable connection is showing poor downstream power.

Cable Diagnostic
Status: Poor
Action: [Downstream Power Level] Try these actions (Click the Refresh button after each step): 1) Make sure the coaxial cable is tightly connected. 2) Remove any unnecessary splitters. 3) Replace any required splitters. 4) Contact your service provider for troubleshooting help.
Internet Access:
Downstream Status:	Downstream Power Level:	Downstream power is poor (11.0 dBmV). The recommended level is between -10dBmV to 10dBmV.	Downstream SNR:
Upstream Status:	Upstream Power Level:

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>

Procedure	Status	Comment
Acquire Downstream Channel	411000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	IPv6 only

<tabindex=-1>Downstream Bonded Channels </tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectabables
1	Locked	256 QAM	4	411000000 Hz	9.0 dBmV	36.3 dB	145938	0
2	Locked	256 QAM	5	417000000 Hz	9.2 dBmV	36.3 dB	181196	0
3	Locked	256 QAM	6	435000000 Hz	9.9 dBmV	36.1 dB	252665	0
4	Locked	256 QAM	7	441000000 Hz	9.9 dBmV	35.9 dB	320694	0
5	Locked	256 QAM	8	453000000 Hz	10.8 dBmV	36.2 dB	234889	0
6	Locked	256 QAM	9	459000000 Hz	10.8 dBmV	36.0 dB	301932	0
7	Locked	256 QAM	10	465000000 Hz	10.8 dBmV	35.9 dB	373622	0
8	Locked	256 QAM	11	471000000 Hz	10.8 dBmV	35.8 dB	481626	0
9	Locked	256 QAM	12	477000000 Hz	11.0 dBmV	35.7 dB	550103	0
10	Locked	256 QAM	13	483000000 Hz	11.0 dBmV	35.7 dB	641628	0
11	Locked	256 QAM	14	489000000 Hz	11.2 dBmV	35.7 dB	715717	0
12	Locked	256 QAM	15	495000000 Hz	11.4 dBmV	35.7 dB	779353	0
13	Locked	256 QAM	16	501000000 Hz	11.5 dBmV	35.5 dB	968271	0
14	Locked	256 QAM	17	507000000 Hz	11.7 dBmV	35.5 dB	1049425	4
15	Locked	256 QAM	18	513000000 Hz	11.9 dBmV	35.5 dB	1006637	0
16	Locked	256 QAM	19	519000000 Hz	12.0 dBmV	35.5 dB	1114181	2
17	Locked	256 QAM	20	525000000 Hz	11.9 dBmV	35.4 dB	1305175	3
18	Locked	256 QAM	21	531000000 Hz	12.0 dBmV	35.3 dB	1641890	15
19	Locked	256 QAM	22	537000000 Hz	12.2 dBmV	35.2 dB	1776028	11
20	Locked	256 QAM	23	543000000 Hz	12.0 dBmV	35.0 dB	2334804	29
21	Locked	256 QAM	24	549000000 Hz	12.0 dBmV	34.8 dB	2985187	61
22	Locked	256 QAM	25	555000000 Hz	12.1 dBmV	34.8 dB	3417877	132
23	Locked	256 QAM	26	561000000 Hz	12.4 dBmV	34.5 dB	3619676	153
24	Locked	256 QAM	27	567000000 Hz	12.4 dBmV	34.4 dB	4422769	328
25	Locked	256 QAM	28	573000000 Hz	12.5 dBmV	34.3 dB	5072422	533
26	Locked	256 QAM	29	579000000 Hz	12.6 dBmV	34.2 dB	5514237	762
27	Locked	256 QAM	30	585000000 Hz	12.7 dBmV	34.0 dB	6644203	1581
28	Locked	256 QAM	31	591000000 Hz	12.7 dBmV	33.8 dB	8701719	4906
29	Locked	256 QAM	32	597000000 Hz	12.8 dBmV	33.7 dB	10907157	12044
30	Locked	256 QAM	33	603000000 Hz	12.7 dBmV	33.5 dB	15195163	46854
31	Locked	256 QAM	34	609000000 Hz	12.5 dBmV	33.3 dB	21232845	200848
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

Responses

Accepted Solution

EG

Expert

•

110.3K Messages

2 years ago

Comcast rates that modem to only 949 Mbps so you are never going to be able to get the gig speed tier with it;

https://www.xfinity.com/support/devices#details

Since it is not compatible with their gig speed tier, it will default to using the slower or same configuration file that you have now.

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.

The downstream power is indeed too high. It may be over-driving the front-end receiver circuit of the modem. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

Is there a drop amplifier on the coax cable line leading to the modem ? If so, try removing / bypassing it and see. If not, you can try installing a -6 dB forward path-only attenuator pad such as this one on the coax port on the rear of the modem to knock that power level down and see;

https://www.amazon.com/FPA6-54-Forward-Attenuator-DOCSIS-Internet/dp/B08KTRC3XZ

It won't affect the upstream power level which is within spec. Good luck !

(edited)

0

XfinityAirelle

Official Employee

•

2.6K Messages

2 years ago

Hi there! Thanks for taking the time to reach out to us today. We are sorry to hear that you are having issues with service. Have you already tried hard resetting the modem by unplugging it for 30 seconds and plugging it back in?

0

EG

Expert

•

110.3K Messages

2 years ago

FWIW, that's not a "hard reset" It's only a power-cycle / reboot operation. A "hard reset" is considered to be a reset back to factory defaults operation by using the recessed reset button.

0

EG

Expert

•

110.3K Messages

2 years ago

@user_27760d

Do you have any update on the issue ?

1

U

user_27760d

4 Messages

I went ahead and bought the attenuator you linked. The cable condition is now coming in at 9.6dBmV instead of 11. The cable condition is still showing as poor even though it's within the -10dBmV to 10dBmV. Perhaps I'm misunderstanding something. Besides that, the rebooting has stopped which was the main concern. I am grateful for your help, I had no idea things like that attenuator existed. Thank you very much for your help!

2 years ago

0

EG

Expert

•

110.3K Messages

2 years ago

You're quite welcome ! Hmmm... It should have dropped the power down by 6 dB, not by just a couple.. Perhaps it's defective. You really need to upgrade your modem to a compatible one if you want to get the full gig speeds. Or downgrade to a slower speed tier, otherwise, you are wasting your money !

1

0

U

user_27760d

4 Messages

@EG I definitely will be upgrading my modem.

2 years ago

EG

Expert

•

110.3K Messages

2 years ago

Feel free to post back here with how things turn out afterward. Good luck !

1

0

U

user_27760d

4 Messages

@EG Will do, thanks again!

2 years ago

0

Your Home Network

user_27760d

Internet issues recently

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XfinityAirelle

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user_27760d

EG

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