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Saturday, April 27th, 2024 11:22 PM

Xfinity speed fluctuating on multiple devices

Ok long story from the very beginning so someone can help me untangle this web.

One day in December last year I woke up my ethernet going unusably slow and not loading or only half loading pages, like I could try to open an Amazon page and only the top bar would load.  My brother was also unable to log into his work.  So I checked speedtest.xfinity.com and saw my wired connections were only getting 270mbps  I then tried logging into the admin page of my modem but the password didn't work.  So I tried the default password next and it worked.  Inside I could see my SSID was changed to PleasantPalms and my wifi password was changed.  I called tech support and after troubleshooting for over an hour they said they were escalating it to tier 2 and it'd be fixed by 1pm.  It was finally fixed at around 5:30pm and everything was back to normal.  
Then 2 weeks later I woke up and happened again. PleasantPalms in the SSID and unusable ethernet.  Not wanting to experience the long tech support again I tried using my xfinity app and turned on and off the wifi broadcast and it fixed it. I thought maybe some guy was hacking into my modem so I changed the password from,(just an example, not my actual password)A to B.  Then it happened again 2 weeks later in the morning.  So I went to pick up a new modem on February 2 since I figured the modem itself must be faulty and factory resetting itself.  After installing it the problem seemed to be resolved.
  Then March 19 in the morning I saw the same symptoms again, speedtest.xfinity.com was saying my ethernet was getting 270mbps and it was unusably slow and not loading or only partially loading stuff. I tried to log into the admin page and password B didn't work, neither did the default one.  I then tried password A and it let me in, despite never using password A on the new modem.  There again was SSID PleasantPalms.  Neither using the app nor power cycling fixed it.  So I called tech support and they sent a tech over.  I explained to him the history of the problem and showed him the speed.  Then he called someone at xfinity and they did something and said everything looked good on their end and it should be working now.  The SSID was still PleasantPalms and I used speedtest.xfinity.com to show them the ethernet doesn't work like it's supposed to when that happens.  Instead of 270mbps I was now at 0mbps with occasional jumps to 270.  
THIS IS WHERE I BELIEVE MY NEW PROBLEM BEGAN and the speed fluctuation was introduced, with whatever the xfinity agent on the phone did on March 19.  
Continuing from there, the person on the phone said to try the xfinity app again to save the settings, I told them it didn't work earlier and they said it was because something was set to "null" and to try it.  So I did and it loaded my previous settings.  speedtest.xfinity.com was then showing my speed at 700mbps which was lower than usual, since I'd always be at the 930mbps before, but I just wanted it over by then.  So they scheduled someone to change the outside line the next day and left.  I ran multiple speedtests at speedtest.xfinity.com after and noticed my speed would fluctuate between 450-930mbps. An hour later the modem started jumping between PleasantPalms and my usual SSID.  I called tech support and, in an odd coincidence my modem stayed on the correct SSID after calling, they said my modem was in a "yellow state" and I should change my modem asap.  I asked what that meant and they said it was fluctuating a lot and it wasn't provisioned correctly and a new modem would fix it.
  March 20 a tech came, told me his supervisor said I'd explain what he was there to do.  I told them what they told me the previous day about changing the wire leading to my house and installing a box on the wall.  So he changed the wire from the pole, and seems to have pulled a few feet of the white coax cable from the attic to get it into the box(I guess there was enough extra?), modem resets and finally stays on my SSID.  Speeds were still fluctuating between 490-930mbps but it was usable for work, I didn't notice any problem in the games I play or my browsing, and neither did my father.(my brother who uses the wifi said sometimes things don't load for him for like a minute and he also notices problems when playing yugioh Master Duel but I didn't want to deal with the stress of tech support anymore).
April 1, internet randomly cuts out during work causing my brother to drop a call(which is pretty bad and can get him fired) and we use the xfinity app which says there is a problem with the settings and it will reprovision and restart the modem.  It starts working again but I figure hey maybe we should get a new modem like the tech said as this fluctuation is probably a symptom of a bad problem which can cause disconnects.  
  So the April 2 we picked up a new modem, the old one then disconnected midwork twice with fluctuations getting down to 300mbps, and we connected and activated the new modem at night.  Not only did the new modem NOT fix the fluctuation, it introduced new problems for me.  Now when I browse it will randomly hang on loading for like 20-30seconds(same problem my brother was having).  If I interrupt it with a refresh or opening a different page in the site it won't load.  It makes me wait those 20-30 seconds and then everything in the site works normally until it randomly happens again.  My brother said it also got worse for him on youtube, twitter, and the ps5.  So I called tech support and they sent someone over on April 5.
  I showed the tech multiple pictures of the speed test at 500, 600, and 300, as well as a video of the website not loading for 30 sec while everything else did and told him my brother had a similar problem with the sites he uses. I even did a speed test in front of him showing 670mbps on ethernet. The tech said the signal outside was good, and the signal from the modem to his meter is good and the problem is in my devices. I've checked 2 phones and 2 pcs on my network and it fluctuated with all of them. 
 Like one time my speedtest with the phone next to the modem got 50mbps the entire time before jumping up to 100 at the end of the test, went to my wired computer and was getting 250mbps from the speedtest, went to the 2nd wired computer and it got 800mbps, then tried my phone again and it was getting 550-600 and the 1st pc was getting a solid 800mbps.

A few tidbits that may potentially be important:
My xfinity app says I'm getting 1200mbps to my gateway, and the tech's meter was getting 980 from the modem.
 *IMPORTANT* On March 19 at night I noticed a huge amount of devices on my gateway in the app.  According to the app they were connected by moca, even a wired camera that wasn't mine.  I blocked them all and made sure to have moca disabled (I've always had it disabled but it kept turning on with the SSID change to PleasantPalms) as soon as my settings were able to stick the next day. I've recently realized the issue with the SSID change was some kind of entanglement between my modem and my neighbor's. All this time I was thinking PleasantPalms was the factory default SSID lol. I checked and can also still see it on the list of available wifi networks.
 After the tech visit on April 5, fed up with the odd stalling I tried changing back to the previous modem and it just worked without needing to be activated(which was odd as they usually need to be reactivated after activating a new one).  The stalling problem remained and the app was showing we had no modem connected, so I changed back to the new one(which also didn't need to be reactivated)
  I've turned off the wifi on the modem and tested and the fluctuation was still there.
  After March 19 my IP location no longer shows as Ft. Myers but as Naples.
  
Thank you for reading and I hope someone can help me fix this.  Maybe check what xfinity techs did to my service on March 19 while my signal was crossed with my neighbor's.
I wrote this all around April 7 but have been putting off posting it because it's really stressful dealing with tech support.  However lately it's been acting up more with some devices getting knocked off the internet until they're restarted. I've also started getting a lot of uncorrectable codeword errors in channels 40-45

Official Employee

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535 Messages

2 months ago

 

user_kbflxp Are you still having issues with your service?

 

12 Messages

Testing today at 11am

On my phone the fluctuation still seems to be present on speedtest.xfinity.com.  Sometimes it'll hang around 500-600mbps, sometimes it will start working it's way down to like 200-300 before jumping back up in the end, twice out of like 10 tests it worked it's way down to 150mbps just 5ft from modem.  Doesn't seem as bad as the other days but it was always an inconsistent thing so I need more time to check.

Speedtest.net (ookla) always shows speeds in the 750mbps on almost every test near the modem(once was 600mbps), and even a solid 450mbps on the opposite end of the house, (speedtest.xfinity.com stayed at around 380-410mbps 3 out of 5 tests and worked it's way down to 90-100 before jumping up at the end in the other two at that distance), but I'm not sure how reliable it is since it said my speed was high during the whole SSID switch and internet merging with my neighbor's.

On the old PC 4 feet from the modem it's generally in the 900mbps range with occasional dips to 660-750mbps

On the PC 50ft from the modem using a CAT6 ethernet cable. At speedtest.xfinity.com, I'll generally be around the 630mbps with dips to the 380s and high results between 800-930.  Speedtest.net will always show it at around 890mbps, though I have noticed some random ping spikes of 230+ mid test.  This started on March 19 but maybe the wire coincidentally went bad so I'll try ordering a new ethernet cable and see how that works out.

My brother has been busy so I couldn't get much info from him since he said he didn't do much between yesterday night and today(He said he still had stalling with google play and youtube yesterday afternoon but that was before you guys did whatever so probably not relevant).  and has been playing offline.

I'll get back to you in a week if it has improved.  I'd also like to mention again that the speed to the gateway on the xfinity app always shows the correct amount.

(edited)

Official Employee

 • 

1.3K Messages

@user_kbflxp Sounds like a plan. Please contact us if you have any additional questions or concerns at any time, we're available 7 days a week. In the meantime, stay safe and enjoy the rest of your day!

I am an Official Xfinity Employee.
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12 Messages

1 month ago

Still waiting on the ethernet cable but posting this in case it helps

Downstream
Channel Bonding Value
Channel ID
20
13
14
15
16
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
193
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
543 MHz
501 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
957000000
SNR
44.5 dB
44.3 dB
44.4 dB
44.5 dB
44.2 dB
44.2 dB
44.5 dB
44.5 dB
44.5 dB
41.8 dB
43.9 dB
44.7 dB
42.5 dB
44.2 dB
44.5 dB
42.7 dB
43.8 dB
44.5 dB
44.4 dB
44.4 dB
44.3 dB
44.5 dB
44.2 dB
44.4 dB
44.4 dB
44.5 dB
44.4 dB
44.5 dB
44.6 dB
43.7 dB
44.5 dB
44.5 dB
43.7 dB
Power Level
12.1 dBmV
11.8 dBmV
11.9 dBmV
11.9 dBmV
11.9 dBmV
12.0 dBmV
12.1 dBmV
12.0 dBmV
12.1 dBmV
12.2 dBmV
12.4 dBmV
12.5 dBmV
12.6 dBmV
12.6 dBmV
12.6 dBmV
12.5 dBmV
12.5 dBmV
12.4 dBmV
12.3 dBmV
12.4 dBmV
12.3 dBmV
12.4 dBmV
12.3 dBmV
12.4 dBmV
12.4 dBmV
12.5 dBmV
12.6 dBmV
12.7 dBmV
12.7 dBmV
12.7 dBmV
12.7 dBmV
12.7 dBmV
12.7 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
*Channel ID 20 is the Primary channel
Upstream
Channel Bonding Value
Channel ID
1
2
3
4
41
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
16 MHz
22 MHz
29 MHz
35 MHz
36 MHz
Symbol Rate
5120
5120
5120
5120
0
Power Level
47.0 dBmV
45.5 dBmV
44.8 dBmV
44.8 dBmV
38.5 dBmV
Modulation
QAM
QAM
QAM
QAM
OFDMA
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
TDMA
CM Error Codewords
Channel ID
20
13
14
15
16
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
193
Unerrored Codewords
3185166062
1481354590
1481356862
1481363431
1481370287
1481380200
1481381451
1481387659
1481392750
1481403295
1481404151
1481413045
1481416129
1481426757
1481427866
1481439939
1481443832
1481449624
1481459917
1481468235
1481475423
1481479098
1481482939
1481492403
1481500657
1481505781
1481514833
1341070420
1481506752
1481520442
1481383064
1438466102
3185166062
Correctable Codewords
223009299
65
77
66
66
62
63
52
54
66
82
92
97
61
64
69
77
56
67
73
72
93
100
93
90
78
97
34206
4460
4569
37176
10989
223009299
Uncorrectable Codewords
8
87
68
82
68
82
75
77
75
74
70
66
57
71
65
63
50
73
60
58
59
50
58
48
40
31
27
114833
12410
12958
117364
33348
8

Official Employee

 • 

1.3K Messages

Thanks for sharing the log with us, @user_kbflxp. Hopefully, you receive the ethernet cable soon. I look forward to hearing good news from you.

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

12 Messages

1 month ago

Also not sure if this means anything but sometimes when I enter the Gateway > Connection > Xfinity Network page the "WAN IP Address (IPv6):" will have no address even after refreshing the page. "DHCP Lease Expire Time (IPv6):" will also be blank.  Like when I first started typing this they had text in them but then they disappeared and don't reappear even after relogging into the modem.  Maybe it means nothing but I was just throwing it out there just in case.  Also please don't reset my modem right now as it's being used for work at the moment(Sunday-Thursday are work days)

Official Employee

 • 

1.3K Messages

@user_kbflxp This is all great information for us to continue keeping track of the service behaviors you've been experiencing. We haven't received your account details to troubleshoot so you don't have to worry about us resetting your modem at this time. 

I am an Official Xfinity Employee.
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12 Messages

1 month ago

Ok update.

There was 0 improvement after changing my ethernet cable.

On Friday, May 3, my modem reset itself at around 3:52am and it's downstream channels changed from 13-44 to 1-32.  This eased, now it happens twice a day instead of 10+, the whole website stalling for me(not sure what the technical term would be, but basically its when I click a website and a new tab opens but the page is all white with the loading symbol on the tab yet nothing loads for around 30seconds and refreshing or trying to access a different page on the site through history doesn't work either).  However the unstable speed fluctuation, ping spikes, and stalling/failing to connect still exists.   I can get 924mbps in a speed test then drop to 300-400mbps in the one I run right after.  On Ethernet. I've also tried two different browsers and the same things occurred.  These are all problems that were nonexistent before the events of March 19 when my internet mixed with my neighbor's.

This affects every device in the house. 

While playing PSO2NGS my damage can sometimes take up to 2 seconds to popup.  Pulling information from the server can randomly take long, like if I go to the salon it usually opens fast but sometimes it stays loading for like 10 seconds trying to pull the event info from the server.  

When playing against my brother in guilty gear, in the same house, using an online room our reported ping(since it doesn't show it in real time supposedly which is how you can get high rollback frames with low ping) is constantly moving between 9-54ms, generally in the 18-32ms range, with rollback frames jumping up to 5.  We've also experienced 3 like 1/10th of a second freezes in the matches.  This is on wifi but I had no problem playing against others further away on wifi before.  Now I'm afraid I'll get blacklisted if I try lol.

I have a lot of images of speed tests taken on the ethernet to show the randomness of it.  Which I will put in my next post

Edit:  Seems I can only post 1 image at a time so I'm going to try stuffing a few into one image file

(edited)

12 Messages

1 month ago

Okay first here is an example of the low xfinity speed tests on two different browsers, a picture of the WAN thing mentioned earlier, and 2 weird issues with the packet test that occurred twice out of like 14 tests(packet test cleared every other test with 100%), also ping jitter.  I have the nonblack bar versions of the images but I wasn't sure what information was allowed to be posted.

12 Messages

1 month ago

Here are the ones displaying ping spikes

12 Messages

1 month ago

and some that seem to display the speed fluctuation I see on speedtest.xfinity.com(Not the xfinity app.  The app always shows I'm getting 115% of plan speed to the gateway).  Not sure what it means that only 2 of the many tests went to the 250mb test.  But yea that concludes my posts for today, hopefully these tests are useful in showing whatever is going on with the internet that me and my brothers are feeling.

Edit:  Check the download measurements on the bottom of the pictures.

(edited)

Official Employee

 • 

1.2K Messages

 

When you have a moment @user_kbflxp send us a direct message, so we can take a closer look at your connection on our end. Our dedicated team is always going to do our best for you. There's a chance we may need to schedule an appointment. Especially if we see signal issues. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page. 

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We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

 • 

741 Messages

Hey there user_kbflxp  hw are things going? How are things looking on your end? We have run some live ping tests, and would be happy to go over those results via our 1-1 thread if you want to reach us there. 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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12 Messages

Just noticed your post today.

Of the 11 speedtest.xfinity.com tests I did today on ethernet they were all at the 850s-900mbps, other than the one in the picture.  It definitely looks like it is working better today, though I would have said differently yesterday. Just for the record here is a few shots of some tests done the past few days and 2 cloudflare tests done today after all my wifi devices went unusably slow for 15 seconds somewhere around 3:15-3:20pm.  I didn't get disconnected from the match I was playing but it frozen trying to reconnect or something and my brother couldn't load whatever he was doing on his phone.  Hopefully that was just a freak occurrence.

So yea looks like it might be good now but I'll keep an eye on it for the next week or two to make sure.

Edit: Let me know if I need to upload the image somewhere else, this one doesn't want to open when I click it lol

(edited)

Official Employee

 • 

1K Messages

@user_kbflxp Thanks for the update! We are glad to here your performance has improved! 

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.
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1 Message

1 month ago

Same thing for me today but even slower. 500mbps plan giving 30-40mbps, then spike at best to 110mbps at best for a couple minutes.

Official Employee

 • 

1.8K Messages

Hey there, user_lb7bpq, thanks for reaching out through Xfinity Forums regarding your internet connection issues. I work from home and I know how important it is to have a solid connection. Have you tried any troubleshooting steps already? 

 

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12 Messages

19 days ago

Ok so twice today the internet dropped for everyone for 30 seconds.  Once somewhere between 3-4pm. and the second time at around 5:43pm.  Xfinity speed test also showing me several dips to 400mbps again.  Here are the cloudflare tests done after the downtime and I'll post the xfinity ones next.

12 Messages

I had other xfinity tests at 400mbps but only saved the first one at the time, then while writing the previous post I decided to go do some more tests to just for more examples to show and it was still happening. I was definitely seeing some improvement before and I'd really rather hope it's just another isolated incident but considering how my service has been since the start of this problem I don't have much faith.

12 Messages

18 days ago

Internet knocked out again today at 6:52pm.  This time for 8 minutes, modem reset itself near the end.  Speed test taken after.   Really hoping these daily occurrences are not going to be a thing. 

Official Employee

 • 

936 Messages

Hi there, @user_kbflxp I'm very sorry for the issues you are having with your Internet service, are you still experiencing trouble with your service. If you please reach back out so we can get that issue addressed.-Richard

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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