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user_56f688
20th Anniversary celebration
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2 Messages

Sunday, September 29th, 2024 2:36 AM

Internet speed suppose to be around 1000mbps but get 20mbps - 300mbps

I pay for 1000 mbps speed and get anywhere between 20-300 mbps with connected Ethernet cable. However my modem and the Xfintiy bot says that my cable connection is good. 

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2 months ago

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XfinityMarcus

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2 months ago

user_56f688 thank you for taking the time to reach out today via Community Forums. Getting a speed lower than anticipated has been an issue that frustrated me in the past, so I am motivated to get this corrected for you. What troubleshooting steps have you already attempted using the Xfinity Support site?

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user_56f688

Visitor

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2 Messages

I have placed the modem/router three times (gateway xb7, nighthawk CM2000, and nighthawk CM2050V). Also replace cables going to the modem and removed splitters. The only thing that I think might be causing it is my Downstream power levels, which I will provide below. My service also drops and goes out almost every 20 min. 

Procedure Status Comment
Acquire Downstream Channel 597000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 28 597000000 Hz -21.9 dBmV 30.4 dB 48376986 34517397
2 Locked QAM256 13 489000000 Hz -18.0 dBmV 34.2 dB 43243996 29457736
3 Locked QAM256 14 513000000 Hz -18.0 dBmV 34.4 dB 48834556 35281449
4 Locked QAM256 15 519000000 Hz -18.0 dBmV 34.1 dB 48625952 35751881
5 Locked QAM256 18 537000000 Hz -18.7 dBmV 33.5 dB 52484295 39177684
6 Locked QAM256 19 543000000 Hz -18.9 dBmV 33.5 dB 51146002 37047017
7 Locked QAM256 20 549000000 Hz -19.2 dBmV 33.3 dB 49436619 35201557
8 Locked QAM256 21 555000000 Hz -19.4 dBmV 33.1 dB 48703309 34415786
9 Locked QAM256 22 561000000 Hz -19.7 dBmV 32.7 dB 46115235 31922253
10 Locked QAM256 23 567000000 Hz -20.2 dBmV 32.2 dB 51437504 36655265
11 Locked QAM256 24 573000000 Hz -21.1 dBmV 31.3 dB 51311031 36198177
12 Locked QAM256 25 579000000 Hz -21.5 dBmV 30.7 dB 58236533 41479594
13 Locked QAM256 26 585000000 Hz -21.8 dBmV 30.5 dB 50279941 36815770
14 Locked QAM256 27 591000000 Hz -21.8 dBmV 30.5 dB 57762622 43290208
15 Locked QAM256 29 603000000 Hz -21.9 dBmV 30.2 dB 47503049 36112426
16 Locked QAM256 30 609000000 Hz -21.9 dBmV 30.3 dB 46338193 34638975
17 Locked QAM256 36 645000000 Hz -22.1 dBmV 27.8 dB 329228802 1350797309
18 Locked QAM256 37 651000000 Hz -22.1 dBmV 30.1 dB 52740544 36719664
19 Locked QAM256 38 657000000 Hz -22.3 dBmV 30.1 dB 51830828 36490609
20 Locked QAM256 39 663000000 Hz -22.0 dBmV 30.2 dB 50772793 35380059
21 Locked QAM256 40 669000000 Hz -21.7 dBmV 30.5 dB 50857390 35366536
22 Locked QAM256 41 675000000 Hz -21.7 dBmV 30.0 dB 55086805 35959284
23 Locked QAM256 42 681000000 Hz -21.4 dBmV 30.8 dB 50328978 35607297
24 Locked QAM256 43 687000000 Hz -21.3 dBmV 30.9 dB 46011976 33962767
25 Locked QAM256 44 693000000 Hz -21.3 dBmV 31.0 dB 43122680 32090525
26 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
27 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
28 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
29 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
30 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
31 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 16400000 Hz 49.0 dBmV
2 Locked ATDMA 2 5120 22800000 Hz 49.8 dBmV
3 Locked ATDMA 3 5120 29200000 Hz 49.5 dBmV
4 Locked ATDMA 4 5120 35600000 Hz 51.8 dBmV
5 Locked ATDMA 5 2560 40400000 Hz 51.5 dBmV
6 Locked ATDMA 6 2560 10400000 Hz 47.3 dBmV
7 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock Status Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier
Number Range		 Unerrored
Codewords		 Correctable
Codewords		 Uncorrectable
Codewords
1 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 0
2 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 0
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV

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2 months ago

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XfinityArmand

Official Employee

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1.9K Messages

We are so glad to take a closer look at things for you @user_56f688.  Please feel free to shoot us a private message with your details so that we can get started. 

 

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 • As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 • An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

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.
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2 months ago

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user_mt68gm

1 Message

2 months ago

Check cable modem signal levels

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EG

Expert

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107.1K Messages

2 months ago

@user_56f688 

It's all right there in black and white..... You have a terrible connection ! Everything is out of spec ! There's no need to go private yet for a "closer look".... Stuff that you can try if applicable;

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are 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 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, 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, abrasions, 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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