Hello Xfinity,
I recently moved to a new apartment, where I've signed up for the 500Mbps plan. I've notice frequent ping spikes when playing online games, as well as large amounts of packet loss when the spikes occur.
Checking my modem levels, they seem ok/good. DS Power is within 6dBmv, and SNR is >40. These are all about in spec with DOCSIS 3.0 levels. My Modem is a NETGEAR CM500-100NAS.
I am hardwired into my router, which is a newly purchased NETGEAR RS200.
My modem's power levels:
| Downstream Bonded Channels |
| Channel |
Lock Status |
Modulation |
Channel ID |
Frequency |
Power |
SNR |
Correctables |
Uncorrectables |
| 1 |
Locked |
QAM256 |
4 |
423000000 Hz |
5.9 dBmV |
43.7 dB |
2926 |
2283 |
| 2 |
Locked |
QAM256 |
1 |
405000000 Hz |
5.5 dBmV |
43.4 dB |
2220 |
3945 |
| 3 |
Locked |
QAM256 |
2 |
411000000 Hz |
5.5 dBmV |
43.3 dB |
1633 |
2063 |
| 4 |
Locked |
QAM256 |
3 |
417000000 Hz |
5 dBmV |
42.9 dB |
2094 |
2427 |
| 5 |
Locked |
QAM256 |
5 |
429000000 Hz |
5.3 dBmV |
43.1 dB |
2829 |
5630 |
| 6 |
Locked |
QAM256 |
6 |
435000000 Hz |
5.8 dBmV |
43.5 dB |
1498 |
2681 |
| 7 |
Locked |
QAM256 |
7 |
441000000 Hz |
6.3 dBmV |
44 dB |
1517 |
2331 |
| 8 |
Locked |
QAM256 |
8 |
447000000 Hz |
6.2 dBmV |
43.7 dB |
1295 |
1697 |
| 9 |
Locked |
QAM256 |
9 |
453000000 Hz |
5.9 dBmV |
43.5 dB |
1368 |
1976 |
| 10 |
Locked |
QAM256 |
10 |
459000000 Hz |
6.2 dBmV |
43.7 dB |
1552 |
2228 |
| 11 |
Locked |
QAM256 |
11 |
465000000 Hz |
6 dBmV |
43.5 dB |
1377 |
2326 |
| 12 |
Locked |
QAM256 |
12 |
471000000 Hz |
6.5 dBmV |
43.9 dB |
1145 |
1956 |
| 13 |
Locked |
QAM256 |
13 |
477000000 Hz |
6.7 dBmV |
44.1 dB |
1044 |
1599 |
| 14 |
Locked |
QAM256 |
14 |
483000000 Hz |
6 dBmV |
43.4 dB |
1319 |
1364 |
| 15 |
Locked |
QAM256 |
15 |
489000000 Hz |
6.2 dBmV |
43.5 dB |
1143 |
1394 |
| 16 |
Locked |
QAM256 |
16 |
495000000 Hz |
6 dBmV |
43.3 dB |
1479 |
1711 |
|
|
|
| Upstream Bonded Channels |
| Channel |
Lock Status |
US Channel Type |
Channel ID |
Symbol Rate |
Frequency |
Power |
| 1 |
Locked |
ATDMA |
1 |
5120 Ksym/sec |
16400000 Hz |
44.9 dBmV |
| 2 |
Locked |
ATDMA |
2 |
5120 Ksym/sec |
22800000 Hz |
45.2 dBmV |
| 3 |
Locked |
ATDMA |
3 |
5120 Ksym/sec |
29200000 Hz |
45.7 dBmV |
| 4 |
Locked |
ATDMA |
4 |
5120 Ksym/sec |
35600000 Hz |
45.7 dBmV |
|
As a test -- I ran two ping traces, one to Google (8.8.8.8), and another to my router (which my PC is plugged directly into).
Constantly throughout the day, my pings to Google suffer short but heavy bursts of ping spikes and more importantly -- packet loss. I am UNABLE to work from home during these bursts as I get dropped out of Teams calls or my video lags. My pings to my router during these spikes DO NOT drop. I am an IT Engineer so I've done as much troubleshooting as I can on my end. All signs point to an Xfinity issue here.
Help?
BruceW
Gold Problem Solver
•
26.3K Messages
1 month ago
Perhaps not the root of your problem, but you should be aware that Comcast/Xfinity rates the CM500 for use with plan speeds "Up to 372 Mbps". See https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.09.18%20Full%20List%20of%20Compatible%20Devices.pdf.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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