Visitor
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6 Messages
Unstable Upstream/Internet
Hello, ever since 11pm on June 2nd my internet has been very unstable. I'm currently using a Netgear Nighthawk CM2000 modem paired with a TP-LINK Archer AX11000, however download and upload speeds seem fine but both have a large ammount of jitter and latency. Any internet communcation or gaming is virtually not possible. My modem page says there is a upstream problem. Also the xfinity app shows all of my equipment is offline, when it isn't. Anyone else ever experienced this? And if so, any advice? I'm thinking a splitter is failing. Thanks!
EG
Expert
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112.2K Messages
2 years ago
What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1
Please 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.
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zRiffz
Visitor
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6 Messages
2 years ago
This is after replacing the modem with a working CM1000 and replacing the only splitter on the entire line. It doesn't appear to have fixed anything, still shows the upstream status as partial
Cable Diagnostic
Status: Poor
Action:
[Partial Service]
If the Partial Service mode does not go away within a few hours (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required ones.
4) Contact your service provider for troubleshooting help.
CM Status: Good
Downstream Status: Good
Downstream Power Level: Good
Downstream SNR Level: Good
Upstream Status: Poor
Partial Service: Poor
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.
Upstream Power Level: Good
Current Time: Sat Jun 03 13:24:21 2023
Startup Procedure
Acquire Downstream Channel: 489000000 Hz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+
IP Provisioning Mode: Honor MDD IPv6 only
Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 17 489000000 Hz -1.9 40.1 0 0
2 Locked QAM256 14 471000000 Hz -1.6 40 0 0
3 Locked QAM256 15 477000000 Hz -1.5 40.2 0 0
4 Locked QAM256 16 483000000 Hz -1.1 40.3 0 0
5 Locked QAM256 18 495000000 Hz -2.2 39.9 0 0
6 Locked QAM256 19 507000000 Hz -2.1 40 0 0
7 Locked QAM256 20 513000000 Hz -2 40 0 0
8 Locked QAM256 21 519000000 Hz -2.4 39.9 0 0
9 Locked QAM256 22 525000000 Hz -2.8 39.8 0 0
10 Locked QAM256 23 531000000 Hz -2.1 39.9 0 0
11 Locked QAM256 24 537000000 Hz -2.6 39.7 0 0
12 Locked QAM256 25 543000000 Hz -3.8 39.4 0 0
13 Locked QAM256 26 549000000 Hz -3.6 39.3 0 0
14 Locked QAM256 27 555000000 Hz -2.8 39.4 0 0
15 Locked QAM256 28 561000000 Hz -3.2 39.2 0 0
16 Locked QAM256 29 567000000 Hz -4 39 0 0
17 Locked QAM256 30 573000000 Hz -4.4 38.8 0 0
18 Locked QAM256 31 579000000 Hz -3.7 39 0 0
19 Locked QAM256 32 585000000 Hz -3.5 39 0 0
20 Locked QAM256 33 591000000 Hz -4.4 38.6 0 0
21 Locked QAM256 34 597000000 Hz -4.9 38.5 0 0
22 Locked QAM256 35 603000000 Hz -4.5 38.6 0 0
23 Locked QAM256 36 609000000 Hz -3.9 38.7 0 0
24 Locked QAM256 37 615000000 Hz -4.6 38.4 0 0
25 Locked QAM256 38 621000000 Hz -4.9 38.3 0 0
26 Locked QAM256 39 627000000 Hz -4.4 38.4 0 0
27 Locked QAM256 40 633000000 Hz -4.4 38.3 0 0
28 Locked QAM256 41 639000000 Hz -5.3 37.9 0 0
29 Locked QAM256 42 645000000 Hz -6.1 37.5 0 0
30 Locked QAM256 43 651000000 Hz -6.4 37.3 0 0
31 Locked QAM256 44 657000000 Hz -5.1 37.8 0 0
32 Not Locked Unknown 0 0 Hz 0.0 0.0 0 0
Upstream Bonded Channels (Partial Service)
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 46.3 dBmV
2 Not Locked Unknown 0 0 0 0.0
3 Not Locked Unknown 0 0 0 0.0
4 Not Locked Unknown 0 0 0 0.0
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
Downstream OFDM Channels
Channel LockedStatus ProfileID ChannelID Frequency Power SNR/MER ActiveSubcarrier Unerror Correctable Uncorrectable
1 Locked 0 ,1 ,2 ,3 45 690000000 Hz -6.12 dBmV 37.1 dB 1108 ~ 2987 1374608 1370228 0
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
Upstream OFDMA Channels
Channel LockedStatus ProfileID ChannelID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
Event Log
Time Priority Description
(edited)
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zRiffz
Visitor
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6 Messages
2 years ago
If need be I certainly can connect it to the original splitter and post those signal stats if that helps. I could also purchase a coupler since we don't need a splitter. Used to watch cable, not anymore.
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zRiffz
Visitor
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6 Messages
2 years ago
This is the signal status directly from my modem to the 3 inches of white coaxial cable underground. I had to run a 100 foot extension and 100 foot CAT6 cable. It appears to be something on Xfinity end
Cable Diagnostic
Status: Poor
Action:
[Partial Service]
If the Partial Service mode does not go away within a few hours (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required ones.
4) Contact your service provider for troubleshooting help.
CM Status: Good
Downstream Status: Good
Downstream Power Level: Good
Downstream SNR Level: Good
Upstream Status: Poor
Partial Service: Poor
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.
Upstream Power Level: Good
Current Time: Sat Jun 03 14:22:48 2023
Startup Procedure
Acquire Downstream Channel: 489000000 Hz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+
IP Provisioning Mode: Honor MDD IPv6 only
Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 17 489000000 Hz 4.3 40.2 0 0
2 Locked QAM256 1 387000000 Hz 6.7 41.1 0 0
3 Locked QAM256 2 393000000 Hz 6.4 41.1 0 0
4 Locked QAM256 3 399000000 Hz 5.9 40.9 0 0
5 Locked QAM256 4 405000000 Hz 5.8 40.9 0 0
6 Locked QAM256 5 411000000 Hz 5.7 40.7 0 0
7 Locked QAM256 6 417000000 Hz 5.6 40.8 0 0
8 Locked QAM256 7 423000000 Hz 5.7 40.8 0 0
9 Locked QAM256 8 429000000 Hz 5.4 40.7 0 0
10 Locked QAM256 9 435000000 Hz 5.1 40.6 0 0
11 Locked QAM256 10 441000000 Hz 5.2 40.6 0 0
12 Locked QAM256 11 453000000 Hz 5.2 40.5 0 0
13 Locked QAM256 12 459000000 Hz 5.3 40.3 0 0
14 Locked QAM256 13 465000000 Hz 4.9 40.2 0 0
15 Locked QAM256 14 471000000 Hz 4.7 40.1 0 0
16 Locked QAM256 15 477000000 Hz 4.6 40.3 0 0
17 Locked QAM256 16 483000000 Hz 5.1 40.3 0 0
18 Locked QAM256 18 495000000 Hz 4.1 40.1 0 0
19 Locked QAM256 19 507000000 Hz 4 40.2 0 0
20 Locked QAM256 20 513000000 Hz 4.2 40.1 0 0
21 Locked QAM256 21 519000000 Hz 3.7 40.1 0 0
22 Locked QAM256 22 525000000 Hz 3.6 40 0 0
23 Locked QAM256 23 531000000 Hz 4.2 40.1 0 0
24 Locked QAM256 24 537000000 Hz 3.7 39.9 0 0
25 Locked QAM256 25 543000000 Hz 2.6 39.6 0 0
26 Locked QAM256 26 549000000 Hz 2.9 39.6 1 0
27 Locked QAM256 27 555000000 Hz 3.7 39.6 0 0
28 Locked QAM256 28 561000000 Hz 3.3 39.6 0 0
29 Locked QAM256 29 567000000 Hz 2.6 39.4 0 0
30 Locked QAM256 30 573000000 Hz 2.4 39.3 0 0
31 Locked QAM256 31 579000000 Hz 3.2 39.5 0 0
32 Not Locked Unknown 0 0 Hz 0.0 0.0 0 0
Upstream Bonded Channels (Partial Service)
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 41.8 dBmV
2 Not Locked Unknown 0 0 0 0.0
3 Not Locked Unknown 0 0 0 0.0
4 Not Locked Unknown 0 0 0 0.0
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
Downstream OFDM Channels
Channel LockedStatus ProfileID ChannelID Frequency Power SNR/MER ActiveSubcarrier Unerror Correctable Uncorrectable
1 Locked 0 ,1 ,2 ,3 45 690000000 Hz 1.18 dBmV 37.9 dB 1108 ~ 2987 6018792 5987975 0
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
Upstream OFDMA Channels
Channel LockedStatus ProfileID ChannelID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
Event Log
Time Priority Description
(edited)
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EG
Expert
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112.2K Messages
2 years ago
OK there is only one upstream channel being locked in, hence the "partial service" notification. But it is within specs. There should be three to six locking in. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere. That can cause the unbonding / unlocking of channels.
There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll the CMTS for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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EG
Expert
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112.2K Messages
2 years ago
My pleasure ! It's why I lurk ! 😊
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