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adaywithhannah
1st Topic

3 Messages

Sunday, September 29th, 2024 9:20 PM

Poor Internet speed

Having issues with poor download speeds with an Arris G36. My current plan is 2Gbps and I am getting roughly under half of what I pay for. I check all my cabling and everything looks good on my end. Could this be an ISP issue? If so I have a tech coming out on Thursday and need to know how to explain my issue so I can get this resolved.  

Downstream QAM

Index Frequency (MHz) Power Level (dBmV) SNR (dB) Modulation Lock Status
20 495 -2.700001 40.946209 QAM256 Locked
28 543 -3.900002 40.946209 QAM256 Locked
36 591 -4.799999 38.257755 QAM256 Locked
44 639 -5.900002 38.983261 QAM256 Locked
13 453 -2.000000 40.946209 QAM256 Locked
14 459 -1.900002 43.376591 QAM256 Locked
15 465 -2.000000 43.376591 QAM256 Locked
16 471 -1.900002 43.376591 QAM256 Locked
17 477 -2.000000 40.946209 QAM256 Locked
18 483 -2.099998 40.366287 QAM256 Locked
19 489 -2.500000 40.366287 QAM256 Locked
21 501 -2.599998 40.366287 QAM256 Locked
22 507 -2.400002 40.946209 QAM256 Locked
23 513 -3.000000 40.366287 QAM256 Locked
24 519 -3.799999 40.366287 QAM256 Locked
25 525 -3.700001 40.946209 QAM256 Locked
26 531 -3.599998 40.946209 QAM256 Locked
27 537 -3.799999 40.366287 QAM256 Locked
29 549 -4.000000 40.366287 QAM256 Locked
30 555 -4.200001 40.946209 QAM256 Locked
31 561 -4.500000 40.366287 QAM256 Locked
32 567 -5.099998 40.366287 QAM256 Locked
33 573 -5.200001 38.983261 QAM256 Locked
34 579 -4.799999 38.983261 QAM256 Locked
35 585 -4.500000 40.366287 QAM256 Locked
37 597 -5.599998 38.983261 QAM256 Locked
38 603 -5.700001 38.605377 QAM256 Locked
39 609 -5.400002 40.366287 QAM256 Locked
40 615 -5.599998 40.366287 QAM256 Locked
41 621 -5.500000 38.983261 QAM256 Locked
42 627 -5.599998 38.605377 QAM256 Locked
43 633 -5.799999 38.983261 QAM256 Locked

Downstream OFDM

Index FFT Type Channel Width (dB) # of Active Subcarriers First Active Subcarrier (MHz) Last Active Subcarrier (MHz) Avg RxMER Pilot (dB) Avg RxMER PLC (dB) Avg RxMER Data (dB) Power Level (dBmV) Modulation Lock Status
There is no data to display.

Upstream QAM

Index Frequency (MHz) Power Level (dBmV) Channel Type Symbol Rate (KSym/sec) Modulation Lock Status
20 35.6 40.770599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
17 16.4 39.270599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
19 29.2 40.520599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
18 22.8 39.770599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked

Upstream OFDMA

Index First Active Subcarrier (MHz) Last Active Subcarrier (MHz) Symbol Rate (KSym/sec) Power Level (dBmV) Lock Status Modulation
43 39.9 84.3 18 51.4 OPERATE 4096_QAM

Event Logs

No Ranging Response received - T3 time-out;CM-MAC=xxx.xxx.xxx.xxx;CMTS-MAC=xxx.xxx.xxx.xxx;CM-QOS=1.1;CM-VER=3.1; <-----I replaced the MAC and ip with "x"

UTOPIA: lan.dhcpserver action: old MAC: xx-xx-xx-xx-xx-xx IP: xxx.xxx.xxx.xxx VendorClass: 

 <-----I replaced the MAC and ip with "x"

Question

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Updated 

2 months ago

 • Edited

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XfinityRichard

Official Employee

 • 

1.4K Messages

2 months ago

Hi there,@adaywithhannah Oh no I'm very sorry for the trouble you are having with your services. Since you last posted a few days ago, where you able to get assistance if not please don't hesitate to reach back out so I can get you taken care of.-Richard

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adaywithhannah

3 Messages

Nope still not fixed...I swapped out everything on my end including the modem and I am still at about half speed. I called the customer support line and they said everything looks good on their end. :-(

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2 months ago

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XfinityRichard

Official Employee

 • 

1.4K Messages

I'm sorry to hear that you are still having connectivity issues, @adaywithhannah . Let's get your account pulled up. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

 

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2 months ago

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adaywithhannah

3 Messages

@XfinityRichard​ Sent 

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2 months ago

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user_jjg102

4 Messages

2 months ago

Arris S34 - Same issue, 2 Gig service - Upload speed is fine (350 Mbps) but Download speed reduced from 1200 Mbps down to about 600 Mbps.

https://www.speedtest.net/result/a/10413815999

Previously my DL speed was over 1,000 but Upload was 40. They fixed the upload (Which I'm happy about) but reduced the DL speed - 1st world problems

Before I click the "post" button, ran 1 more test.

https://openspeedtest.com/results/67504288

Hey it's fixed!!

https://www.speedtest.net/result/16829876542

Literally fixed as I was creating this post.

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