StitchedWicked's profile

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Thu, Feb 18, 2021 10:00 AM

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
ProcedureStatusComment
Acquire Downstream Channel345000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnabledBPI+
IP Provisioning ModeHonor MDDhonorMdd(4)

 

Downstream Bonded Channels (Partial Service)
        
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM2561345000000 Hz-13.9 dBmV35.6 dB00
2LockedQAM2562351000000 Hz-14.3 dBmV35.1 dB00
3LockedQAM2566375000000 Hz-13.7 dBmV35.6 dB00
4LockedQAM2567381000000 Hz-13.5 dBmV35.6 dB00
5LockedQAM2568387000000 Hz-14.9 dBmV35 dB00
6LockedQAM25611405000000 Hz-13.3 dBmV36.3 dB00
7LockedQAM25612411000000 Hz-13.1 dBmV36.2 dB00
8LockedQAM25613417000000 Hz-13.7 dBmV35.9 dB00
9LockedQAM25615429000000 Hz-15.5 dBmV34.5 dB00
10LockedQAM25617441000000 Hz-14.1 dBmV35.4 dB00
11LockedQAM25618453000000 Hz-15.1 dBmV34.5 dB00
12LockedQAM25619459000000 Hz-16.8 dBmV32.2 dB81120
13LockedQAM25620465000000 Hz-17.3 dBmV32.8 dB40
14LockedQAM25621471000000 Hz-16.4 dBmV32.6 dB8410
15LockedQAM25622477000000 Hz-17.8 dBmV31.9 dB98100
16LockedQAM25623483000000 Hz-16.2 dBmV33.5 dB320
17LockedQAM25624489000000 Hz-18 dBmV31.5 dB630
18LockedQAM25625495000000 Hz-21 dBmV29 dB1978843451
19LockedQAM25626507000000 Hz-22.2 dBmV28.6 dB1763724172
20LockedQAM25627513000000 Hz-20.8 dBmV27.4 dB2509820913
21LockedQAM25628519000000 Hz-21.9 dBmV27.5 dB71046147018
22LockedQAM25629525000000 Hz-21 dBmV28 dB269849259542
23LockedQAM25630531000000 Hz-21.2 dBmV27.7 dB321142152779
24Not LockedUnknown32543000000 Hz0.0 dBmV0.0 dB00

 

Upstream Bonded Channels 
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA195120 Ksym/sec22800000 Hz49 dBmV
2LockedATDMA175120 Ksym/sec35600000 Hz50.3 dBmV
3LockedATDMA185120 Ksym/sec29200000 Hz49.5 dBmV
4LockedATDMA205120 Ksym/sec16400000 Hz47 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 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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