Hello lately I am having problem with the internet. My connection is not reliable at all.
I want to know why this is happening? All of this started like 4 to 5 months ago.
My internet plan is 300mbps. and currently I'm getting like 35mbps.
| Startup Procedure |
| Procedure | Status | Comment | | Acquire Downstream Channel | 723000000 Hz | Locked | | Connectivity State | OK | Operational | | Boot State | OK | Operational | | Security | Enabled | BPI+ | | IP Provisioning Mode | Honor MDD | honorMdd(4) |
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| Downstream Bonded Channels |
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Correctables | Uncorrectables | | 1 | Locked | QAM256 | 38 | 723000000 Hz | -0.6 dBmV | 40.8 dB | 0 | 0 | | 2 | Locked | QAM256 | 39 | 729000000 Hz | -1.1 dBmV | 31.5 dB | 2507109 | 1409492 | | 3 | Locked | QAM256 | 40 | 735000000 Hz | -1 dBmV | 32.4 dB | 3464899 | 534918 | | 4 | Locked | QAM256 | 41 | 741000000 Hz | -0.3 dBmV | 31.4 dB | 247 | 0 | | 5 | Locked | QAM256 | 42 | 747000000 Hz | -0.2 dBmV | 34.6 dB | 0 | 0 | | 6 | Locked | QAM256 | 43 | 753000000 Hz | -0.1 dBmV | 33.1 dB | 1344 | 0 | | 7 | Locked | QAM256 | 44 | 759000000 Hz | -0.3 dBmV | 37.9 dB | 0 | 0 | | 8 | Locked | QAM256 | 45 | 765000000 Hz | -0.4 dBmV | 35.9 dB | 282 | 0 |
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| Upstream Bonded Channels |
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power | | 1 | Locked | ATDMA | 4 | 5120 Ksym/sec | 17300000 Hz | 46 dBmV | | 2 | Locked | ATDMA | 1 | 5120 Ksym/sec | 36500000 Hz | 43.5 dBmV | | 3 | Locked | ATDMA | 3 | 5120 Ksym/sec | 23700000 Hz | 44.8 dBmV | | 4 | Locked | ATDMA | 2 | 5120 Ksym/sec | 30100000 Hz | 44.5 dBmV |
|
thanks and let me know if I need to post more information.
Accepted Solution
BruceW
Gold Problem Solver
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26.3K Messages
4 years ago
There are at least 2 problems:
Signal quality problems are often due to poor coax connections or damaged coax cable, usually in or near your home.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely (unlikely), insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
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jodarove
Frequent Visitor
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11 Messages
4 years ago
Hello, and thanks for the information.
I got a new coaxial cable and now it looks like this. Is this better? what supposed to be normal or acceptable?
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jodarove
Frequent Visitor
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11 Messages
4 years ago
Thanks @BruceW ! So far everything is working fine.
I'm planing on getting this modem SURFboard® SB8200 DOCSIS® 3.1 Gigabit Cable Modem.
I get this upgrade should be ok?
Oh and here is the log:
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BruceW
Gold Problem Solver
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26.3K Messages
4 years ago
Yes, the signals the modem is reporting and improved and now withing spec, but please note that, if this is still the C3700-100NAS on a 300 Mbps plan, that combination is not one that Comcast approves.
The allowable signal level ranges (some of which cannot be read at the modem) are available at Internet Troubleshooting Tips previously linked.
Are you still having problems? If so, please post the modem's error log.
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BruceW
Gold Problem Solver
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26.3K Messages
4 years ago
Good to hear!
Quite a few posters here who upgraded to DOCSIS 3.1 modems capable of Gigabit service have reported an odd problem: all the modem's signal specs look good, but the modem experiences a lot of unexpected and unexplained dropouts. There's no way to know if that will happen to you except by trying it.
Not sure what to make of the error log you posted. The entries may represent a normal startup. I'd suggest keeping an eye on it to see what new entries appear.
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BruceW
Gold Problem Solver
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26.3K Messages
4 years ago
Please do! We always like to hear how these thing turn out.
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jodarove
Frequent Visitor
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11 Messages
4 years ago
Thanks again @BruceW! I will update this when I get the new modem.
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jodarove
Frequent Visitor
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11 Messages
4 years ago
Hi @BruceW
Hope you are doing well.
My problem is just getting worse. I did not upgrade yet my modem.
I check the connections outside my apartment.
First pic: the cable is coming through neighborhs backyard and you can see in the pic that have that union there.
https://ibb.co/gMwvG1M
Second pic: Is the splitter. In line goes to the landord house and the other one goes to my apt the basement.
https://ibb.co/8Y9rSdF
that line that it goes to my aparment go to a wall plate and from there to my router.
I dont think that little union (on the first pic) is very helpful to my connection.
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jodarove
Frequent Visitor
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11 Messages
4 years ago
Update: Technician is coming tomorrow to check out the connections. I will update after that.
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BruceW
Gold Problem Solver
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26.3K Messages
4 years ago
That's probably best. Unless there is obvious damage, it just isn't possible to evaluate the RF performance of coax cable, splitters, or connectors without special equipment.
Good luck!
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jodarove
Frequent Visitor
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11 Messages
4 years ago
Update
The technician came. He tested the connection with a modem and an app on his phone. He connected his modem to the cable before the splitter. Then he told me that the connections was good and that on his app show that I have 4 bars and that normally other people only has 3 bars.( I have no idea what he means about that)
I came to my laptop to check out the SNR, power, etc. and show to him, but he has no clue about any of this ( I was shocked.) but any ways so far is working.
My modem has been up for: 1 day 04:53:41 and this is how the numbers looks like:
And I have no new event logs.
Now that I'm posting this I realized that the SNRs in the channels, 6, 7 & 8 are fluctuating betweeen 41 to 33 dB.
Thanks for reading.
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BruceW
Gold Problem Solver
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26.3K Messages
4 years ago
Wow. I hope that it continues to work for you, but if it was me, I'd insist that they send out another tech, preferably one who has a basic understanding of cable Internet signals.
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