I

Visitor

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3 Messages

Fri, Nov 26, 2021 4:19 AM

Upstream and downstream status?

My internet seems to be spotty so I'm trying to see what can I do to improve reliability. I don't want to invest in new hardware unnecessarily but if it's necessary I will. 

Can anyone tell if these stats are any sign of trouble? In another service address, I was able to get Xfinity to come out and they did something at the service box level and got the upstream channels to remain locked, here I only seem to have two locked. 

https://photos.app.goo.gl/pFFxo3hheDfrmUfTA

Accepted Solution

EG

Expert

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91.6K Messages

2 m ago

@icemint870 

The upstream power is too 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 there 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 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, 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, 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 !

(edited)

Official Employee

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498 Messages

2 m ago

Hi, @icemint870. Thank you for reaching out. I did take a peek at the link, and I'd like to get more information about what you are seeing on your end. Can I have more details about the network problems you've been experiencing? Are you seeing speed drops, intermittent connection, or just overall spotty performance? 

Visitor

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3 Messages

@XfinityVianney Hi there, 

My issue seems to be intermittent connection issues.

Occasionally when streaming YouTube to my TV, either it takes significantly long to start and load and mid way of a video, it will stop, like if it needs to download more of the material to continue playing it.

On my Chromebook, there will be times when I'm on a website, so I'll be clicking from link to link and during those clicks, the website won't load, goes blank on me. The computer indicates the network connection remains strong. My phone sometimes will drop the wifi with an error message saying something to the extent of no internet connection. 

I'm not entirely sure if maybe the root problem is the modem at this point or the router, the coax connection or a combination of all three. My home was not pre-wired for television cable so I've always had a cable ran through a wall next to my utilities closet into the first dry interior room and that's where I've hooked up my modem. 

The router I am using is a Netgear nighthawk X6S, and it's next to the modem on a counter. The signal from the router to any number of devices in any room between the two floors seems to be strong. 

(edited)

Official Employee

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302 Messages

Thank you for providing those specific details, @icemint870. Are you all of your devices, including your TV and Chromebook, connected via WiFi? Do you have any devices connected through a hardwired connection, and if so, do they experience the same intermittent connection?

I am an Official Xfinity Employee.
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Visitor

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3 Messages

Hi @XfinityValerie ,

All my devices are over wifi, no Ethernet connected devices. 

Official Employee

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271 Messages

@icemint870

 

 

By any chance, have you had the time to follow the guidance of EG? If so, and you are still seeing these issues, than I'd like to ask you do to do a few other things. How many devices are currently connected, and are you running a lot of aps and web sites that you are not using? If so, go ahead and close out of all of the apps, websites, etc that are running in the back ground of your connected devices. Then clear your cache and cookies on your main device. Go ahead and test that and then let me know if you noticed any improved performance. If you are still getting the buffering and drops, please send me a direct message with your full name and address <edit - added instructions>,so I can run some test on my end. You can send me a direct message by clicking the chat icon in the upper right (left of the notification bell). Next click the pen/pad looking icon, and lastly select Xfinity Support. Thank you again for using our Forum to reach out to us. 

 

(edited)

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

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