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user_Baka
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3 Messages

Thursday, December 29th, 2022 6:23 PM

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poor downstream connection

Can someone help me fix my connection? CM status and Upstream Status are Green.  Downstream status is RED with the below diagnostics.  I have gigabyte internet plan.

Downstream Status: Poor

Partial Service:
Cable modem is in partial service mode. Your service provider might be under maintenance. Most of the time it won't affect your traffic and will automatically clear when work is complete.
Downstream Power Level:
Downstream power is poor (-27.6dBmV). The recommended level is between -10dBmV to 10dBmV.
Downstream SNR:
Downstream SNR (signal to noise ratio) is poor (26.6dB). The recommended level is greater than 30dB.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 673750000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD IPv6 only
 
Downstream Bonded Channels (Partial Service)
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 41 673750000 Hz -18.9 dBmV 33.3 dB 0 0
2 Locked QAM256 13 505750000 Hz -27.6 dBmV 27.2 dB 146837015 1589073
3 Not Locked Unknown 14 511750000 Hz 0.0 dBmV 0.0 dB 0 0
4 Not Locked Unknown 15 517750000 Hz 0.0 dBmV 0.0 dB 0 0
5 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
6 Not Locked Unknown 17 529750000 Hz 0.0 dBmV 0.0 dB 0 0
7 Locked QAM256 18 535750000 Hz -26.4 dBmV 27.9 dB 2644626 1
8 Locked QAM256 19 541750000 Hz -26.8 dBmV 27.4 dB 13039231 1212
9 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
10 Not Locked Unknown 21 553750000 Hz 0.0 dBmV 0.0 dB 0 0
11 Not Locked Unknown 22 559750000 Hz 0.0 dBmV 0.0 dB 0 0
12 Locked QAM256 23 565750000 Hz -27.6 dBmV 26.6 dB 173496427 39609817
13 Locked QAM256 24 571750000 Hz -23.7 dBmV 30.1 dB 3195 0
14 Locked QAM256 25 577750000 Hz -24.9 dBmV 28.7 dB 907103 0
15 Not Locked Unknown 26 583750000 Hz 0.0 dBmV 0.0 dB 0 0
16 Not Locked Unknown 27 589750000 Hz 0.0 dBmV 0.0 dB 0 0
17 Not Locked Unknown 28 595750000 Hz 0.0 dBmV 0.0 dB 0 0
18 Not Locked Unknown 29 601750000 Hz 0.0 dBmV 0.0 dB 0 0
19 Not Locked Unknown 30 607750000 Hz 0.0 dBmV 0.0 dB 0 0
20 Locked QAM256 31 613750000 Hz -26.1 dBmV 27.0 dB 84887078 3162791
21 Locked QAM256 32 619750000 Hz -23.1 dBmV 30.3 dB 940 0
22 Locked QAM256 33 625750000 Hz -25.2 dBmV 28.4 dB 380438 0
23 Locked QAM256 34 631750000 Hz -25.9 dBmV 27.2 dB 190436725 50933100
24 Locked QAM256 35 637750000 Hz -25.5 dBmV 27.7 dB 11502976 231
25 Locked QAM256 36 643750000 Hz -21.9 dBmV 31.2 dB 36 0
26 Locked QAM256 37 649750000 Hz -20.8 dBmV 31.8 dB 1 0
27 Locked QAM256 38 655750000 Hz -18.2 dBmV 34.2 dB 1 0
28 Locked QAM256 39 661750000 Hz -19.6 dBmV 33.1 dB 3 0
29 Locked QAM256 40 667750000 Hz -17.2 dBmV 34.8 dB 0 0
30 Locked QAM256 42 679750000 Hz -19.3 dBmV 33.2 dB 1 0
31 Locked QAM256 43 685750000 Hz -17.9 dBmV 34.3 dB 1 0
32 Locked QAM256 44 691750000 Hz -17.1 dBmV 34.8 dB 1 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 2560 Ksym/sec 40400000 Hz 52.5 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 16400000 Hz 52.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 53.0 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 29200000 Hz 53.0 dBmV
5 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 53.0 dBmV
6 Not Locked Unknown 0 0 0 0.0 dBmV
7 Not Locked Unknown 0 0 0 0.0 dBmV
8 Not Locked Unknown 0 0 0 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 Locked 0 ,1 ,2 ,3 159 701000000 Hz -19.72 dBmV 25.4 dB 1126 ~ 2969 451021195 243113499 207907696
2 Not Locked 0 0 0 Hz 0 dBmV 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

Question

 • 

Updated 

2 years ago

 • Edited

993

6

0

EG

Expert

 • 

111.1K Messages

2 years ago

The connection is 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, 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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0

user_Baka

Visitor

 • 

3 Messages

2 years ago

Ive unplugged my equipment and changed my splitter last night to a newer one that’s by GE and rated 5-2500 mhz (old one was Antronix rated 5-1002mhz) and the performance is still the same. I only have the one 2 way splitter in the house that’s connected directly to the line that runs out of the house.

The 2 coaxial cables going out of the splitter: 1 is to the modem and the other is to that cable box receiver for the tv.  Both these coaxial are about 3 years old.  

What else can be the cause for this horrible connection?

(edited)

1

0

CCZachary1

Problem Solver

 • 

672 Messages

@user_Baka Thank you for reaching out to the Xfinity forum team. I understand that you are seeing connection issues due to the signal. I would like to take a closer look at your network and your equipment.

Could you please send our team a private message with your full name and full address?

To send a Private message to Xfinity Support from any Forum page:

Click "Sign In" if that prompt is visible

• Click the "Direct Messaging" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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 no longer work for Comcast.

2 years ago

0

EG

Expert

 • 

111.1K Messages

2 years ago

If there is nothing more that can be done 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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0

EG

Expert

 • 

111.1K Messages

2 years ago

@user_Baka 

Any update ? Have you booked that tech visit ?

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0

user_Baka

Visitor

 • 

3 Messages

2 years ago

A technician has come by the house today and replaced the cable wire from the pole to the house.  That has fixed the issue as my modems downstream light is no longer blinking and my connection reading has numbers in range now.

Status:   Good
Action:  
Your setup looks fine. If you can't access the internet, make sure you properly activated the modem. If modem has been activated and you still can't access the internet, contact your service provider for troubleshooting help.
If you can access the internet but has other internet issue, the Netgear Cable Knowledge Base can provide additional troubleshooting info.
CM Status:
Downstream Status:
Upstream Status:
  Refresh Save Cable Diagnostic Info
 
Advanced Information
Frequency Start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 673750000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD IPv6 only
 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 41 673750000 Hz -2.4 dBmV 39.0 dB 813 2202
2 Locked QAM256 13 505750000 Hz -4.8 dBmV 39.1 dB 48922 0
3 Locked QAM256 14 511750000 Hz -4.6 dBmV 39.0 dB 1460596304 178528375
4 Locked QAM256 15 517750000 Hz -4.3 dBmV 39.1 dB 1736750167 564767834
5 Locked QAM256 16 523750000 Hz -4.4 dBmV 39.1 dB 27917128 61
6 Locked QAM256 17 529750000 Hz -4.2 dBmV 39.1 dB 288829171 410368
7 Locked QAM256 18 535750000 Hz -4.3 dBmV 39.1 dB 2642 0
8 Locked QAM256 19 541750000 Hz -4.3 dBmV 39.1 dB 8102 0
9 Locked QAM256 20 547750000 Hz -4.4 dBmV 39.0 dB 241346128 539001
10 Locked QAM256 21 553750000 Hz -4.1 dBmV 39.1 dB 1312715 6944543
11 Locked QAM256 22 559750000 Hz -3.7 dBmV 39.1 dB 704822896 14293905
12 Locked QAM256 23 565750000 Hz -3.4 dBmV 39.1 dB 136329 0
13 Locked QAM256 24 571750000 Hz -3.2 dBmV 39.2 dB 2 0
14 Locked QAM256 25 577750000 Hz -3.0 dBmV 39.2 dB 244 0
15 Locked QAM256 26 583750000 Hz -3.1 dBmV 39.2 dB 1450660 7370496
16 Locked QAM256 27 589750000 Hz -3.3 dBmV 39.2 dB 0 0
17 Locked QAM256 28 595750000 Hz -3.4 dBmV 39.2 dB 0 0
18 Locked QAM256 29 601750000 Hz -3.3 dBmV 39.3 dB 148229 778715
19 Locked QAM256 30 607750000 Hz -3.5 dBmV 39.2 dB 552088 2859368
20 Locked QAM256 31 613750000 Hz -3.7 dBmV 39.0 dB 59761 0
21 Locked QAM256 32 619750000 Hz -3.8 dBmV 38.9 dB 7 0
22 Locked QAM256 33 625750000 Hz -3.8 dBmV 38.8 dB 153 0
23 Locked QAM256 34 631750000 Hz -3.8 dBmV 38.9 dB 807471 0
24 Locked QAM256 35 637750000 Hz -3.3 dBmV 39.0 dB 1284 0
25 Locked QAM256 36 643750000 Hz -3.1 dBmV 39.1 dB 4 0
26 Locked QAM256 37 649750000 Hz -3.0 dBmV 38.9 dB 2 0
27 Locked QAM256 38 655750000 Hz -2.9 dBmV 39.0 dB 1 0
28 Locked QAM256 39 661750000 Hz -2.7 dBmV 39.0 dB 4 0
29 Locked QAM256 40 667750000 Hz -2.5 dBmV 39.1 dB 3 0
30 Locked QAM256 42 679750000 Hz -2.4 dBmV 39.1 dB 2 0
31 Locked QAM256 43 685750000 Hz -2.4 dBmV 39.1 dB 2 0
32 Locked QAM256 44 691750000 Hz -2.3 dBmV 39.0 dB 1 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 48.5 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 16400000 Hz 48.0 dBmV
3 Locked ATDMA 4 5120 Ksym/sec 29200000 Hz 48.5 dBmV
4 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 48.5 dBmV
5 Locked ATDMA 6 2560 Ksym/sec 40400000 Hz 48.0 dBmV
6 Not Locked Unknown 0 0 0 0.0 dBmV
7 Not Locked Unknown 0 0 0 0.0 dBmV
8 Not Locked Unknown 0 0 0 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 Locked 0 ,1 ,2 ,3 159 701000000 Hz -0.72 dBmV 39.6 dB 1126 ~ 2969 1253190703 1251375115 2
2 Not Locked 0 0 0 Hz 0 dBmV 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

2

0

XfinityRoberto

Official Employee

 • 

1.8K Messages

That is good to hear. I am happy to see that your serivce is working better now that the line from the pole to your home was replaced. Is there anything else I can assist you with today? 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_1d5be6

Visitor

 • 

5 Messages

I have the same issue, but we live in an apartment building. My model is connected directly to one of the wall coaxial outlets, but no idea what happens inside walls and where the line from pole is! Any suggestions for this situation?

2 years ago

0

EG

Expert

 • 

111.1K Messages

2 years ago

@user_1d5be6 

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 4-month-old dead thread is now being closed.


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.

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