13 Messages
Why are my internet speeds constantly fluctuating on both wired and wireless connections?
I have the 1200 mbps plan from Xfinity. Until recently I was using their X7 gateway, but was having issues with internet speeds fluctuating. Sometimes I was getting 1gig, other times 200mbps. This was happening on both wired and wireless connections. I had a tech come out and he gave me new X8 gateway to try. Same problem, speeds were great one minute and slow the next.
I then decided to get my own gear; modem, routers, switches, etc. All quality stuff. I'm geared for up to 2.5gig throughout my home. Same issues though. At times I can get 1,200+ mbps on wired. My wife got 1,175 on wifi on her new iPhone 15. Other times, I'm down below 300mbps. These swings happen constantly throughout the day.
I know Wi-Fi can fluctuate so I'm not focused on that, but I experience the issue even when directly wired to router. I've used different routers, different modems, different PCs, and every one has the same problem with frequent and drastic fluctuations. I even replaced coax line that goes from my main splitter to my modem (one two-way splitter after wire comes in from street, one end of cable goes direct to modem, and the other to another splitter that feeds the rest of my house).
Why is this happening? Maybe bad wire somewhere between the street and the first splitter? Any ideas are appreciated!
BruceW
Gold Problem Solver
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26.5K Messages
2 years ago
Speed problems typically mean a problem with the link between your modem or gateway and Comcast's network. These are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1):
Copy and pasted text is preferred over images. Be aware that, if you post any images, your message will be made Private for a time, as all images must be approved by the Forum Moderators before the messages containing them become generally visible.
If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
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mikemot21
13 Messages
2 years ago
Hey @BruceW are you able to see my info in reply above? I think I got rid of the sensitive info but who knows. I also see I replied instead of commented…like I said, I’m a newb lol.
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BruceW
Gold Problem Solver
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26.5K Messages
2 years ago
Yep, got it, thanks! Frankly I'm not sure what's happening here. The Event Type Code: 16/24 flip-flop seems to be common for DOCSIS 3.1 modems like the CM2000, but I don't really know how significant it is. The downstream power levels and SNR values are OK, although 8 of the channels seem to be "missing in action". Perhaps only 24 channels are available in you area? And the Uncorrectable OFDM error count seems too high. The upstream channel power levels are OK.
If you can't find the problem you'll need help from Comcast. Expect resistance, because they're likely to check the stats at that moment and decide "every thing looks fine", so keep at them! They seem to have trouble identifying periodic speed dips and connection drops.
Good luck!
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mikemot21
13 Messages
2 years ago
Thanks Bruce! From what I found researching, the 16/24 codes typically dont seem to be a big deal, but with the frequency they’re occurring (my logs are full of them since last post) I’d still like to know why. Any idea if Netgear has support for such things, or would Xfinity be my only option?
And yes, power seemed ok from what I found online. As for the missing channels, I had/have no idea what that is about. Maybe they are N/A like you said. I’ll try to confirm somehow.
At this point I’ve reduced and upgraded all the splitters and moca filters. Replaced cables I could. The rest go through walls, which is way out of my league. Was thinking about an Amp but power levels rly don’t seem too bad from what I know. I have way more gear than I need lol so I’d like to maximize the potential best I can. I will have to call Comcast. It’s just frustrating cuz I feel like they will blame my gear when this issue was happening when all I had was their gateway too. That’s what lead me to by other tech. Can’t tell u how many times I restarted my old x7 because xFinity’s own app was telling me I was getting 50% or less of plan speed. Sometimes it helped. Others not. Once they sent a tech who actually climbed the telephone pole on the street, was up there a while, came down and told me there was an issue with the equipment (his readings were also fluctuating), and he was gonna put a ticket in for them to fix it. Weeks went by and nothing, so we followed up and the new person at Comcast said the tech was wrong and they fixed the issue remotely. Obv they didn’t lol. Guess we’ll see what the next tech finds…
thanks again for your help. If anything else comes to mind, please let me know!
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BruceW
Gold Problem Solver
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26.5K Messages
2 years ago
See https://www.netgear.com/support/product/cm2000. That page links to a support forum and a contact link for support "90 days from the original date of purchase", so yeah, hit 'em up. But I suspect that most of your questions will need to be answered by Comcast, sorry to say. :-(
Are the power levels stable? If they are fluctuating that would give the repair troops a bit more to bite into.
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mikemot21
13 Messages
2 years ago
Hi @BruceW - thanks again! It is within 90 days so I will see if Netgear support notices anything. Maybe they can advise on the channels.
From what I can tell, the power levels seem fairly stable. Though my eye is far from trained. Updated chart below:
Number Range
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BruceW
Gold Problem Solver
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26.5K Messages
2 years ago
Yep, largely unchanged from the first set you posted. My guess is that the cause of your speed problems is further upstream, but only someone able to take a closer look could confirm that, and correct whatever the problem is. Again, good luck!
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