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Wednesday, June 5th, 2024 6:43 PM

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Slow download speeds

I have the Connect More "300Mbps" rated speed and my own Motorola MB7621 modem. Modem was purchased new a little over four years ago. My PC is connected via ethernet cable. I am getting about 93 Mbps downloads, 23 Mbps uploads and 18 ms latency. I called, talked to a robot, and was sent a link and was texted immediately that a technician need to come out. One is scheduled to come tomorrow, but if someone can determine that it's most likely my modem, I'd rather cancel and just purchase.

Lately my internet has been going out and restarting the modem has fixed it. Last night it went out again and was still out this morning. Turning off, waiting 30 seconds, and turning back on didn't fix it this time. So I tried unplugging power cord and also coax cable, plugging both in and that worked. 

Only started attempting speed tests the past few weeks and always under 100 Mbps.

Time Not Established    Critical (3)          SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:a*:*;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

 Time Not Established  Critical (3)          Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:a*:*;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

 Time Not Established  Critical (3)          No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:a*:*;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

 Time Not Established  Critical (3)          Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:a*:*;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

 Time Not Established  Critical (3)          No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:a*:*;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

 Time Not Established  Critical (3)          Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:a*:*;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

 Time Not Established  Critical (3)          Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:a*:*;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

 Time Not Established  Critical (3)          No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:a*:*;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

 Time Not Established  Critical (3)          Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:a*:*;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

 Time Not Established  Critical (3)          Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:a*:*;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;  

 Time Not Established  Critical (3)          No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:a*:*;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

 Time Not Established  Critical (3)          Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:a*:*;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;

Expert

 • 

110.2K Messages

11 months ago

Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.



10 Messages

I guess this?:

   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 549000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 03h:25m:20s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 17 549.0 2.5 42.4 0 0
2 Locked QAM256 42 405.0 2.6 42.5 0 0
3 Locked QAM256 43 411.0 2.7 42.6 0 0
4 Locked QAM256 44 417.0 2.7 42.6 0 0
5 Locked QAM256 45 423.0 2.7 42.6 0 0
6 Locked QAM256 1 429.0 2.7 42.7 0 0
7 Locked QAM256 2 435.0 2.7 42.6 0 0
8 Locked QAM256 3 453.0 2.4 42.3 0 0
9 Locked QAM256 4 459.0 2.3 42.2 0 0
10 Locked QAM256 5 465.0 2.3 42.1 0 0
11 Locked QAM256 6 471.0 2.2 42.0 0 0
12 Locked QAM256 7 477.0 2.3 42.2 0 0
13 Locked QAM256 8 483.0 2.4 42.4 0 0
14 Locked QAM256 9 489.0 2.5 42.4 0 0
15 Locked QAM256 10 507.0 2.7 37.8 0 0
16 Locked QAM256 11 513.0 2.6 42.5 0 0
17 Locked QAM256 12 519.0 2.7 43.8 0 0
18 Locked QAM256 13 525.0 2.6 43.8 0 0
19 Locked QAM256 14 531.0 2.4 43.7 0 0
20 Locked QAM256 15 537.0 2.4 43.6 0 0
21 Locked QAM256 16 543.0 2.4 43.5 0 0
22 Locked QAM256 18 555.0 2.5 43.8 0 0
23 Locked QAM256 19 561.0 1.7 43.3 0 0
24 Locked QAM256 20 567.0 2.2 43.3 0 0
Total             0 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 19 5120 29.2 49.3
2 Locked ATDMA 17 5120 16.3 48.3
3 Locked ATDMA 18 5120 22.8 48.0
4 Locked ATDMA 20 5120 35.6 49.8
5 Not Locked Unknown 0 0 0 0.0
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0

Official Employee

 • 

1.8K Messages

Hi there, @user_uwixj4 Thank you so much for taking the time to reach out to us regarding the connectivity issues you are experiencing with your Internet service. Are you still experiencing the connectivity issues, if so please reach back out so we can get those issues addressed.-Richard

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

Expert

 • 

110.2K Messages

11 months ago

Yes. This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.


The upstream power is borderline / high and it may be intermittently fluctuating even higher to out-of-spec levels. 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 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 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, 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 !

Expert

 • 

110.2K Messages

11 months ago

@user_uwixj4 

Have you had a chance to see if any of those tips apply ?

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