Visitor
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2 Messages
Internet speeds degrade requiring modem reboots every couple of days
Apologize for any formatting issues, had to submit this on mobile. I have an SBG 7600 AC2 that had been working fine until about a month ago. Internet speeds are now very erratic and get slow to the point where even a web page won't load and email won't refresh. Sometimes the issues temporarily resolve after a modem reset but will degrade again a couple days later.
These signals do not seem normal. What could be causing this and what should my next step for troubleshooting be? I've already chatted with support twice and do the same reboots that fix speeds but only for a while.
EG
Expert
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110.8K Messages
3 years ago
Yes. The downstream signal stats are terrible !
In an effort to try to obtain better connectivity, 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_e19b21
Visitor
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2 Messages
3 years ago
Thank you for the reply. It will take some time to do this. Likely once the weather gets better. Also the line from the pole to the house is connected really high up and it's hard to see whether there's a splitter. At what point do I need to ask for a technician visit from Xfinity? Would they only check the connection at the pole?
(edited)
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EG
Expert
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110.8K Messages
3 years ago
They'll know what to do. If there is nothing more that you can do to improve the connection quality, then you'll need a tech visit as stated. 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. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Good luck !
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