5 Messages
Upload being throttled by xfinity for weeks, only receiving partial service (1 locked upload channel)
Hello,
I have tried reaching out to xfinity through both the chat support and calling, and nobody has been of any help yet, they just recommend that i upgrade my plan, so i figured i would give this a try.
I have had the same plan for the past 5 or so years, and have previously been receiving 40mbps upload. For the past few weeks, i am only getting 5-15mbps maximum upload. I have tried factory resetting my modem (Netgear CM1200), as well as replacing the RG6 and CAT6 cables in my home. My modem's upload LED is amber, which means that it is only receiving partial service. My modem shows that it is only getting 1 channel of ATDMA service (DOCSIS 2.0), see below:
As you can see, the transmit power is also outside of the recommended DOCSIS 3.1 range of +35 to +47 dBmV at 50.8dBmV.
Here is a sample from my modem's event log, showing the T3 timeouts, as well as the UCD invalid channel errors:
[Image Removed: "Personal Information - MAC Address"]
Please tell me that there is something xfinity can do to fix this issue.
Thank you.
EG
Expert
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108.5K Messages
1 year ago
This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.
Yes. The upstream power is on the high side and it may be intermittently fluctuating even higher 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 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 !
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esch27
5 Messages
1 year ago
Thanks for the reply!
No, there aren't any splitters used at all. There is just a 3ft coax cable between the wall where the service enters my apartment and the modem. I replaced that cable with a brand new one the other day just in case, and it made no difference. I am pretty confident that this issue is due to something on Comcast's end.
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EG
Expert
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108.5K Messages
1 year ago
If there is nothing 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 up 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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EG
Expert
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108.5K Messages
1 year ago
Glad you got it squared away ! For curiosity, would you mind posting what the power levels look like now please ?
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EG
Expert
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108.5K Messages
1 year ago
No worries ! Thanks for the reply !
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EG
Expert
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108.5K Messages
1 year ago
@esch27
The upstream power is still borderline high. There's no wiggle room. It's a problem just waiting to return. It will get even higher when the weather starts to warm up. More work needs to be done. You should get the techs re-involved until they fix it properly. Please revisit this post from earlier in this thread again;
https://forums.xfinity.com/conversations/your-home-network/upload-being-throttled-by-xfinity-for-weeks-only-receiving-partial-service-1-locked-upload-channel/65c2cc01afe75b042e453663?commentId=65c39ccd3687b45b6ad25d7a
Good luck !
(edited)
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