TerryO44's profile

Visitor

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5 Messages

Sun, Sep 12, 2021 12:29 PM

Issues since recent MB8600 firmware upgrade

Long story as short as possible, modem is MB8600 with 8600-19.3.15 firmware, router is Orbi RBK753 with V4.6.3.7 firmware. All was good until modem firmware was updated. Download speed has gone from 1.4 tb average to 500mb. I have defaulted both router and modem, turned off LAG on modem, to no avail. I called Comcast Tech Support who said issue is with my router. All was ok until modem firmware was upgraded.

I see a lot of errors on 2 channels on modem, all others seem ok. Suggestions please folks ?

28 Locked OFDM PLC 37 690.0 4.9 42.0 172750204 0
   29 Locked QAM256 38 429.0 3.9 42.8 140318 145930

Accepted Solution

Visitor

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5 Messages

1 m ago

Issue Resolved: so as a last resort, before calling Comcast again, I removed an inline surge suppressor from my coax cable. All modem channels now look good, even #28 and #29. After doing this, rebooting my modem, I have down load speed approaching 1tb. I then re-enabled LAG and have approx 1.3tb download speed.

Thanks everyone for your input and help, I appreciate it. I had forgotten about the in-line surge suppressor on the coax cable. Guess I’ll buy another to replace this one next.

(edited)

BruceW

Gold Problem Solver

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23K Messages

1 m ago

A problem with your router shouldn't cause high error counts on the modem's downstream channels. Those reflect the quality of the RF signal from Comcast, not what's going on at the Ethernet port.

Please post the downstream power level and SNR values for all channels as well as:

  • upstream power levels
  • event log, if available (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)

Visitor

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5 Messages

@BruceW here’s a screen shot, hope this helps.

Visitor

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5 Messages

@BruceW here’s the logs….

Visitor

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5 Messages

@BruceW another view from the logs..

Official Employee

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289 Messages

Hello, @TerryO44. I'm sorry to hear you've been having issues with your internet speeds. I appreciate you sharing your logs. I would be more than happy to help find a solution to this problem you're experiencing. 

 

In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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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BruceW

Gold Problem Solver

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23K Messages

1 m ago

All of that looks pretty good. The log is fairly clean for a nearly one month period, and the large number of correctables on the OFDM channel is often seen and thought not to be meaningful as long as the uncorrectable count is low.

The only problem I see is the error counts for the 429MHz channel, which frankly I'm not sure how to interpret. Likewise, I don't know what effects the firmware update might have had.

You might review Internet Troubleshooting Tips if you haven't already. Note that line impairments may exist that the modem is not able to report.

If you can't find the problem the only thing you can do is have a Comcast premise tech out to take a look. 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 fix the problem remotely 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.

If you have an Ethernet capable device available, what speeds do you get connected directly to the modem?  Note that you need to reset or power cycle the modem every time you change the device directly connected to it's Ethernet port unless all the client devices have the same MAC address.

(edited)

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