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user_6tys55
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5 Messages

Monday, May 19th, 2025 8:11 PM

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Very slow download speed

I started experiencing extremely slow download speeds this morning -- I'm paying for 600 Mbps and am barely getting 60 Mbps.

Setup has not changed in literally years. Netgear CM1200 modem and Netgear RAX30 router (both my own). I've reset modem and router, checked coax connections, etc. The only thing out of the ordinary is a flashing downstream light on the modem. Upload speed remains at rated value.

Can anyone suggest a cause and a solution?

Question

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Updated 

18 days ago

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Accepted Solution

user_6tys55

Visitor

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5 Messages

20 days ago

The issue on the line has been fixed and I'm again operating at my plan's rated speed.

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XfinityDena

Official Employee

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3.3K Messages

@user_6tys55 thank you for that update. Anything additional we can assist you with?

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

18 days ago

0

XfinityJustinC

Official Employee

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1.3K Messages

26 days ago

Hello, @user_6tys55 thank you for reaching out over Xfinity Forums. You've contacted the right place for assistance and would like to investigate your download speed concern further if you're still experiencing issues. Working from home myself, I completely understand the importance of having your home network running optimally. I'm not sure if you have checked out this helpful information we have for internet troubleshooting: https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0

Checking the Xfinity Status Center: https://www.xfinity.com/support/status or Xfinity App is helpful to see if there are any reported service issues, and if there will be any planned maintenance. 

Please let me know if you're still experiencing issues, I look forward to hearing back from you. 

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user_6tys55

Visitor

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5 Messages

I've done the power-off/power-on process several times, and I've checked the physical cable connection to my CM1200 modem (both ends). SpeedTest is still showing values well under 100.

I'm unable to connect my Dell laptop directly to the modem, so can't investigate that state. I have ethernet cables, but the laptop has no facility for accepting such a connection. I suspect that a special connector would be required?

The CM1200 modem shows an intermittently flashing downstream light. The light is solid for unpredictable periods of time, then starts flashing and eventually goes solid again. I suspect this is where my problem lies.

[Edited: "Personal Information"]  shows some statistics:

  • Downstream power levels are between about -13 and -27 dbmV.
  • Downstream SNR levels are between about 26 and 38 dB.
  • Upstream power levels are between about +46 and +52 dbmV.

I can't figure out how to include a screen shot here, but here are a couple of typical entries from the event log:

(5)

MDD message timeout;CM-

[Edited: "Personal Information"]

;CM-QOS=1.1;CM-VER=3.1;

UCD invalid or channel unusable;CM-

[Edited: "Personal Information"]

;CM-QOS=1.1;CM-VER=3.1;

CM-STATUS message sent. Event Type Code: 4; Chan ID: 29 35; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-

[Edited: "Personal Information"]

;CM-QOS=1.1;CM-VER=3.1;

Does this info help? What are your recommendations for additional action?

(edited)

26 days ago

0

XfinityGabriel

Official Employee

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2.3K Messages

 

user_6tys55, Great questions. This is a great link for how to upload a screenshot here. We just ask not to include IP or MAC addresses or any personally identifiable information publicly for security purposes. The statistics levels look to be a little higher than what we like to see. If you were to run an internet health test like in this link here via the Xfinity app, what results would it pull for you?

 

(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

26 days ago

0

XfinityAdrienne

Official Employee

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1.3K Messages

Thank you so much for sharing those details with us, @user_6tys55! It does sound like we need to dive further into the account to check the signals fully, and we can go from there. Can you please send us a DM to get started? 

Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window 
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

26 days ago

0

user_6tys55

Visitor

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5 Messages

26 days ago

The app tells me that an issue with internet performance has been detected and Xfinity needs to send a technician. Of course, I already know there is an issue. Before scheduling an appointment, I was hoping to determine whether the issue is with my equipment. Is there anything else I can do towards that end, before setting up a visit?

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user_6tys55

Visitor

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5 Messages

20 days ago

Technician arrived today and reviewed system. He determined that the problem lies in equipment 'at the pole' and will put in a service order. Said it might be several days more before problem is addressed. So I am status quo, with download speeds still varying wildly and intermittently -- sometimes as slow as the ~60 Mbps range (or even slower), and sometimes in fact above 600 Mbps (which is what I'm actually paying for).

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0

EG

Expert

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111.1K Messages

18 days ago

Marked "solved" topic now being closed.

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