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Xfinity Says Modem at Fault: Nighthawk AC1900 WiFi Cable Modem Router (C7000v2)
Nighthawk AC1900 WiFi Cable Modem Router (C7000v2)
I've had issues for 6+ months with download speeds tanking. I replaced the old router and it persisted and gradually became more frequent. Xfinity finally sent a Tech out a week and a half ago after telling me it's my router over and over. The Tech verified that it was the line outside and spent an hour and a half running a new line. Speeds were great for about 3 days and now they're tanking again. On the off chance, it actually is my router I hope someone could check the information out. It's been years since I've had to decipher this and I'm going cross-eyed. I don't want to play the blame game if, in fact, it could be on my end. Just not having a lot of trust since it was 6 months of them telling me all my routers were bad ><. I purchased this one in August 2020. Firmware is the latest and greatest.
| Startup Procedure | ||
| Procedure | Status | Comment |
| Acquire Downstream Channel | 345000000 Hz | Locked |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Security | Enabled | BPI+ |
| IP Provisioning Mode | Honor MDD | honorMdd(4) |
Downstream Bonded Channels (Partial Service) | ||||||||
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Correctables | Uncorrectables |
| 1 | Locked | QAM256 | 1 | 345000000 Hz | -13.9 dBmV | 35.6 dB | 0 | 0 |
| 2 | Locked | QAM256 | 2 | 351000000 Hz | -14.3 dBmV | 35.1 dB | 0 | 0 |
| 3 | Locked | QAM256 | 6 | 375000000 Hz | -13.7 dBmV | 35.6 dB | 0 | 0 |
| 4 | Locked | QAM256 | 7 | 381000000 Hz | -13.5 dBmV | 35.6 dB | 0 | 0 |
| 5 | Locked | QAM256 | 8 | 387000000 Hz | -14.9 dBmV | 35 dB | 0 | 0 |
| 6 | Locked | QAM256 | 11 | 405000000 Hz | -13.3 dBmV | 36.3 dB | 0 | 0 |
| 7 | Locked | QAM256 | 12 | 411000000 Hz | -13.1 dBmV | 36.2 dB | 0 | 0 |
| 8 | Locked | QAM256 | 13 | 417000000 Hz | -13.7 dBmV | 35.9 dB | 0 | 0 |
| 9 | Locked | QAM256 | 15 | 429000000 Hz | -15.5 dBmV | 34.5 dB | 0 | 0 |
| 10 | Locked | QAM256 | 17 | 441000000 Hz | -14.1 dBmV | 35.4 dB | 0 | 0 |
| 11 | Locked | QAM256 | 18 | 453000000 Hz | -15.1 dBmV | 34.5 dB | 0 | 0 |
| 12 | Locked | QAM256 | 19 | 459000000 Hz | -16.8 dBmV | 32.2 dB | 8112 | 0 |
| 13 | Locked | QAM256 | 20 | 465000000 Hz | -17.3 dBmV | 32.8 dB | 4 | 0 |
| 14 | Locked | QAM256 | 21 | 471000000 Hz | -16.4 dBmV | 32.6 dB | 841 | 0 |
| 15 | Locked | QAM256 | 22 | 477000000 Hz | -17.8 dBmV | 31.9 dB | 9810 | 0 |
| 16 | Locked | QAM256 | 23 | 483000000 Hz | -16.2 dBmV | 33.5 dB | 32 | 0 |
| 17 | Locked | QAM256 | 24 | 489000000 Hz | -18 dBmV | 31.5 dB | 63 | 0 |
| 18 | Locked | QAM256 | 25 | 495000000 Hz | -21 dBmV | 29 dB | 197884 | 3451 |
| 19 | Locked | QAM256 | 26 | 507000000 Hz | -22.2 dBmV | 28.6 dB | 176372 | 4172 |
| 20 | Locked | QAM256 | 27 | 513000000 Hz | -20.8 dBmV | 27.4 dB | 25098 | 20913 |
| 21 | Locked | QAM256 | 28 | 519000000 Hz | -21.9 dBmV | 27.5 dB | 71046 | 147018 |
| 22 | Locked | QAM256 | 29 | 525000000 Hz | -21 dBmV | 28 dB | 269849 | 259542 |
| 23 | Locked | QAM256 | 30 | 531000000 Hz | -21.2 dBmV | 27.7 dB | 321142 | 152779 |
| 24 | Not Locked | Unknown | 32 | 543000000 Hz | 0.0 dBmV | 0.0 dB | 0 | 0 |
| Upstream Bonded Channels | ||||||
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 19 | 5120 Ksym/sec | 22800000 Hz | 49 dBmV |
| 2 | Locked | ATDMA | 17 | 5120 Ksym/sec | 35600000 Hz | 50.3 dBmV |
| 3 | Locked | ATDMA | 18 | 5120 Ksym/sec | 29200000 Hz | 49.5 dBmV |
| 4 | Locked | ATDMA | 20 | 5120 Ksym/sec | 16400000 Hz | 47 dBmV |
| 5 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
| 6 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
| 7 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
| 8 | Not Locked | Unknown | 0 | 0 Ksym/sec | 0 Hz | 0.0 dBmV |
I appreciate any help.
Responses
BruceW
Gold Problem Solver
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22.2K Messages
2 m ago
Downstream power levels and SNR are borderline to out of spec (way too low), and the upstream power levels are borderline (too high). The symptoms could mean a bad modem/router, but are more likely due to poor coax connections or damaged coax cable, usually in or near your home.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem, insist that Comcast send another tech out (preferably a competent one) 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 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.
Keep leaning on them 'till they fix it!
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