Contributor
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66 Messages
RTT times elevated after local infrastructure work
Per text messages Xfinity infrastructure work was completed at end of business day 17th of May, 2023.
Infrastructure work was done down the street with overhead cables. Here and location two cables are underground.
I did get a new Internet IP address at location one.
Modem: Arris SB6190
Firewall Hardware: Jetway i5 - 6 ports
Firewall OS: PFSense
RTT times have gone from < 10 to > 10 (double now). Gateway monitors DNS servers.
Per XFinity texts responding to any issues seen post outage and infrastructure work.
RTT
The round-trip time of the most recent gateway monitoring probes.
RTTsd
The standard deviation of the round-trip time of recent gateway monitoring probes. This indicates how much variance there is between the fastest and slowest recent responses from the monitoring address.
A high value in this column indicates that the latency on the path to the monitor IP address varies significantly, with large differences between the high and low values. This could be due to load or instability on the link, for example.
A low value indicates that the latency on the circuit is consistent, which can mean it is in good condition, has a light load, or is otherwise operating optimally.
In the Downstream Bonded Channels section, verify Power levels are within the acceptable range of - 15 dBmV to + 15 dBmV for each downstream channel.
In the Downstream Bonded Channels section, identify the Modulation and Power to find verify SNR levels are within the acceptable range for each downstream channel.
Acceptable SNR Levels (dB):
If QAM64, SNR should be 23.5 dB or greater.
If QAM256 and DPL( -6 dBmV to +15 dBmV) SNR should be 30 dB or greater.
If QAM256 and DPL(-15 dBmV to -6 dBmV) SNR should be 33 dB or greater.
CCCrystal1
Problem Solver
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528 Messages
2 years ago
Hello! Please send me a private message with your full name and full address. I can most definitely take a further look at this issue. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!
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EG
Expert
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110.6K Messages
2 years ago
@pete_c
This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.
The upstream power is too high / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, 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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EG
Expert
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110.6K Messages
2 years ago
That's quite a difference in the power levels! It appears that something intermittent is going on somewhere with the line(s) / connection quality. Did any of those tips that I posted apply ?
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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