Visitor
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2 Messages
Slow, dropped, and unstable connection, after new modem/router and upgrading speed/plan.
Hi, I recently was told by an xfinity tech that my modem was outdated after they did work in the area and checked the lines (showing high upstream) and likely causing problems due to recent upgrades in my area. Since then I have purchased a netgear CAX30 modem/router & even got a EAX17 extender for a 1,500sq ft house, and even upgraded my plan/speeds yesterday since that "could be a problem" per the rep I was working with through the xfinity app/messaging system. After upgrading the service/speed, I am getting EVEN worse, slower service, with drop outs and an unstable connection.
IP/DNS set to get dynamically/automatic.
OFDMA enabled in 2.4 & 5GHz.
2.4GHz (b/g/n/ax) has 20/40 MHz coexistence enabled.
Airtime Fairness enabled.
MU-MIMO enabled.
UPnP turned on.
Traffic Meter disabled.
IPv6 - IP Address Assignment is auto-config, DNS address is automatic from ISP.
Downstream channel is locked, Connectivity state is Ok/operational, Boot state is OK/Operational, Security is enabled/BPI+, and IP provisioning mode is HonorMdd/IPv6 Only.
The downstream bonded channels looks ok with power between 2.5-4.3dBmV, SNR between 33.1-45.1dB, and 0 correctables/uncorrectables.
Upstream bonded 1-4 are locked, ATDMA, 5120 Ksym/sec, and power is between 49.0d-49.5dBmV.
Downstream OFDM power is between 2.5 to -7.2dBmV with SNR between 37.7-43.1dB.
Upstream OFDMA shows nothing with 0 power, 0 symbols per frame, 0MHz subcarrier frequency, and 0~0 active subcarrier range.
The event logs are showing several critical issues: UCD invalid or channel unusable, SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK, & Started Unicast Maintenance Ranging - No Response received - T3 time-out. This is happening multiple times daily and even the event logs have incorrect time stamps on some of the events (1970-01-01 00:00:26).
Modem/router has been reset multiple times, factory reset, rebooted, I've asked for the provisioning to be checked, upgraded from Blast800 to 2,000 (yesterday 2/25/26) because the rep said "that might help". What do I do, need to change, or needs to be updated? These problems did not exist until the upgrades in my area and I was told that I needed new equipment.
EG
Expert
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116.2K Messages
45 minutes ago
Please post the entire signal status value table and the entire error log entry table (but redact any CM and CMTS MAC addresses). Copy and paste them. Don't post screenshots.
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EG
Expert
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116.2K Messages
6 minutes ago
The upstream power is too high. 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/reconfigured. 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, or animal chews.
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.
Question please. Which speed plan did you upgrade to ?
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