jliang48's profile

Regular Visitor

 • 

6 Messages

Thursday, September 14th, 2023 6:45 AM

Closed

Internet service extremely unstable

Hello, I am on a 400/5 plan, but recently throughout the day my speed would drop as low as 20/0.2. I have not change my router or router, and they were working fine for years. I noticed the upload speed would drop more frequently than the download speed, if that helps. What if it's not the lines going to my modem, but the lines from the street to my house?

I have posted my modem log below if anyone can help.

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 44 651000000 Hz 7.4 dBmV 41.3 dB 361144885 0 0
2 Locked QAM256 17 483000000 Hz 9.2 dBmV 41.9 dB 359990905 0 0
3 Locked QAM256 18 489000000 Hz 9.1 dBmV 41.4 dB 359994289 0 0
4 Locked QAM256 19 495000000 Hz 8.9 dBmV 41.7 dB 359998487 0 0
5 Locked QAM256 20 507000000 Hz 8.9 dBmV 41.7 dB 360001383 0 0
6 Locked QAM256 21 513000000 Hz 8.8 dBmV 41.9 dB 360005921 0 0
7 Locked QAM256 22 519000000 Hz 8.6 dBmV 41.7 dB 360009101 0 0
8 Locked QAM256 23 525000000 Hz 8.5 dBmV 41.7 dB 360013723 0 0
9 Locked QAM256 24 531000000 Hz 8.5 dBmV 41.6 dB 360016837 0 0
10 Locked QAM256 25 537000000 Hz 8.4 dBmV 41.8 dB 360015161 0 0
11 Locked QAM256 26 543000000 Hz 8.3 dBmV 41.8 dB 359996433 0 0
12 Locked QAM256 27 549000000 Hz 8.1 dBmV 41.6 dB 360028254 0 0
13 Locked QAM256 28 555000000 Hz 8.1 dBmV 41.7 dB 360032588 0 0
14 Locked QAM256 29 561000000 Hz 8.0 dBmV 41.7 dB 360035688 0 0
15 Locked QAM256 30 567000000 Hz 7.8 dBmV 41.8 dB 360039740 0 0
16 Locked QAM256 31 573000000 Hz 7.7 dBmV 41.8 dB 360043307 0 0
17 Locked QAM256 32 579000000 Hz 7.6 dBmV 41.8 dB 360047281 0 0
18 Locked QAM256 33 585000000 Hz 7.5 dBmV 41.5 dB 360050743 0 0
19 Locked QAM256 34 591000000 Hz 7.3 dBmV 41.5 dB 360054509 1 0
20 Locked QAM256 35 597000000 Hz 7.3 dBmV 41.5 dB 360057792 0 0
21 Locked QAM256 36 603000000 Hz 7.4 dBmV 41.4 dB 360062068 0 0
22 Locked QAM256 37 609000000 Hz 7.2 dBmV 41.5 dB 360065801 0 0
23 Locked QAM256 38 615000000 Hz 7.2 dBmV 41.5 dB 360069476 0 0
24 Locked QAM256 39 621000000 Hz 7.4 dBmV 41.4 dB 360073255 0 0
25 Locked QAM256 40 627000000 Hz 7.5 dBmV 41.6 dB 360076369 0 0
26 Locked QAM256 41 633000000 Hz 7.5 dBmV 41.3 dB 360080896 0 0
27 Locked QAM256 42 639000000 Hz 7.3 dBmV 41.4 dB 360084118 0 0
28 Locked QAM256 43 645000000 Hz 7.4 dBmV 41.4 dB 360088241 0 0
29 Locked QAM256 45 657000000 Hz 7.4 dBmV 41.4 dB 360091781 0 0
30 Locked QAM256 46 663000000 Hz 7.4 dBmV 41.3 dB 360088862 0 0
31 Locked QAM256 47 669000000 Hz 7.3 dBmV 41.3 dB 360087535 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 16400000 Hz 44.8 dBmV
2 Locked ATDMA 2 22800000 Hz 44.8 dBmV
3 Locked ATDMA 3 29200000 Hz 45.0 dBmV
4 Locked ATDMA 4 35600000 Hz 44.8 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 1, 2, 3 48 850000000 Hz 9.8 dBmV 39.3 dB 1108 ~ 2987 350962804 308057290 0
2 Not Locked 0 0 0 Hz 6.5 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

Problem Solver

 • 

1.5K Messages

2 years ago

Is that a direct connection to your modem, or are the any splitters involved?  You're running high on signal power.  I don't know if your error counters are actually working or enabled in your firmware or not.  You've got something acting like a notch filter, so that suggests a component of some kind hanging off your coax that isn't helping you out. 

A lot of splitters are also signal attenuators that reduce power by 4-6 dBmV typically.  You could bypass the splitter, but then you'll see the signal power go even higher, but try bypassing it for a test if there is one and take a look at the signal table again.  See if that frequency dependent power increase on high and low frequency goes away (your ODFM channel is the highest there at 850Mhz, and high at low end at 483Mhz).  They should all be pretty close at all frequencies.  

In an ideal case, you'd see 0 dBmV for signal power.  That would be dead center in a range of -7dBmV to +7dBmV (negative values are OK).  Signal will also vary during the day by a couple of dBmV sometimes, so headroom to allow for that is desirable. 

It might be the problem or not, but it's always good to start out by trying to get the signals more in spec first before trying anything else.  Cheaper than a service call for a test -- would be removing the splitter and buying a attenuator, or just trying an attenuator if this is a direct connection.  If you search on amazon, they are about $10-15 if you search for "PPC FPA6-54 in-line Forward Path Attenuator 6dB 75 Ohams for DOCSIS....".   You might be able to find one cheaper somewhere else.  You can screw it right to the back of your modem.  

(edited)

Expert

 • 

110.2K Messages

2 years ago

@jliang48 

Is this with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?

Regular Visitor

 • 

6 Messages

It's a wired connection from modem to router to a computer. I've tried connecting directly from modem to computer, but it gave me similar issues.

Official Employee

 • 

2.3K Messages

2 years ago

Hello @jliang48, thank you for working with our community and for being so detailed in your responses. Let's take a closer look at your signal levels and check a few remote troubleshooting steps together to see if we can get this resolved for you. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

forum icon

New to the Community?

Start Here