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user_xxlt6b
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18 Messages

Thursday, December 25th, 2025 1:52 AM

US power too high

US power levels have increased significantly over the past 5 to 6 weeks. The CMTS needs to be polled to make sure it’s not equipment ( Xfinity ) related. Only 1 (2) way splitter installed, no amps or other add ons. Info signals were right around 40-41,,,now it’s 49.5-50…out of spec. This is upstream ,,downstream and correctable/uncorrectable,,not an issue at his time. I suspect equipment problem somewhere within the plant,,close by, other than having a tech come out and not have a solution,,I am respectfully requesting a hard look at the CMTS.

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5 hours ago

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EG

Expert

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115.1K Messages

6 hours ago

Yes. It's my pleasure ! The acceptable modem signal values are in this self troubleshooting tips post that is pinned at the top of this board;

https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0 

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plumld

Contributor

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286 Messages

@EG​ with reference to the troubleshooting post above, I'm trying to figure out some issues with my Netgear CM3000. It's been fine since last May (5/25), with my 1.3 Gbps plan. In the post, it has a section on Check your Signal Levels. Can you tell me if the Downstream Power Level & Downstream Signal to Noise Ratio values pertain to the OFDM channels? In my case, besides some other issues, I'm experiencing only able to get 1 Gbps. This appears to be due to the fact that I only have 32 QAM channels locked, without the usual (single) OFDM channel locked. The Power & SNR looks a little wonky. Power is -21 dBmV & SNR is 23.5 dB.

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6 hours ago

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XfinityMatthew

Official Employee

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1.2K Messages

3 days ago

Hello @user_xxlt6b, We can certainly help escalate the local team to check the plant and node if needed. But what other troubleshooting have we already completed and ruled out? Have you already had techs out to the property?

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user_xxlt6b

18 Messages

Hello, I have had the drop line replaced,( although I have some suspicions about how that was executed),the only 2 way splitter has been replaced and the cables inspected for physical damage (none found), the cable fittings were inspected and or replaced if they even looked slightly out of form, cable modem factory reset,,etc. The XG1v4 box , that has a built in DOCSIS modem inside also shows the upstream power to be at 50.0,,,no obvious tv picture issues aside of occasional freezing on Nick jr.( channel 1702). With having both my cable modem and the cable box showing high upstream power levels that frankly were not there a few months ago is what has me thinking it’s outside my house equipment related,,,hence the polling of the CMTS and checking the pedestal….oh and just for info my one and only at this time, active cable is secured under my home originally installed by Comcast ,the cable is stamped 1999,,,however it’s not subjected to the elements .

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9 hours ago

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user_xxlt6b

18 Messages

The last time a tech was out here was to have the group evaluated before it was scheduled to be replaced ,this was last April-June time frame

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9 hours ago

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XfinityJustinC

Official Employee

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1.9K Messages

@user_xxlt6b I appreciate the additional detailed information, that is really helpful. I'd definitely like to investigate further from my end, and will need to gather some information we don't want here in our public conversation. Could you please send our team a direct message with your full name and full address?

 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

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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9 hours ago

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user_xxlt6b

18 Messages

Info sent as requested,,thanks for a quick reply

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8 hours ago

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XfinityJustinC

Official Employee

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1.9K Messages

@user_xxlt6b thank you for sending the direct message with the requested information. I was able to locate that so will follow up with you there to continue investigating the higher signal levels. 

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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8 hours ago

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EG

Expert

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115.1K Messages

7 hours ago

@user_xxlt6b @XfinityJustinC 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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EG

Expert

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115.1K Messages

5 hours ago

@plumld 

Please create a new topic of your own here on this board detailing your issue, and we'll take it from there. Thanks.

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