U

Visitor

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3 Messages

Sun, Apr 11, 2021 9:05 PM

Upgraded to 1200gb speed and not getting what I am paying for

I upgraded to 1200gb speed on Thursday and bought a new modem to handle the speed.  I have called Xfinity 4 times, had a tech come to my house and talked with modem company.  Still no answers.  I have my own modem and separate router.  I have also used 3 different modems with the same results.  Connecting my laptop directly to modem with cat6 Ethernet cable and can only max out download speeds at 400-450.  I am getting upload speeds between 40-42.  Tech was able to get 1400-1500 speed directly off the cable with his machine.  Everyone is saying that there should be no problem.  What is my next steps?!?!?!   So frustrating!!!!

This post was escalated on April 12, 2021 by EG

Responses

EG

Expert

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86.6K Messages

1 m ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 


Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

Is there also an OFDM / PLC or "Other" channel being shown along with the regular QAM256 downstream channels ?

What is the exact make and model number of the modem ?

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Visitor

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3 Messages

1 m ago

Arris S33 modem, I have attached this information below.  

EG

Expert

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86.6K Messages

1 m ago

The stats are good. Are there any error / event logs also being shown in the modem ? If so, please post them in their entirety.

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Visitor

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3 Messages

1 m ago

Here is a screen shot of the event logs

Official Employee

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161 Messages

Good afternoon @user_6f1a75 and thank you so much for reaching out to our Digital Care team on our forums page. Our team would be happy to help troubleshoot your connection concerns. Can you please click the chat icon in the top right corner and send a message to our 'Xfinity Support' handle with your name, the account holder's name (if different) and account number?

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EG

Expert

 • 

86.6K Messages

1 m ago

O/k

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) / a signal impairment somewhere.


There are other signal stat figures 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 that are available to these boards.  They can check the CMTS (Cable Modem Termination System) 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 for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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