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Download Speed Below 1M - Again

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Frequent Visitor

Download Speed Below 1M - Again

This is the third or fourth time in the past year or so -- Download speed is below 1Meg, upload is 3Meg. I even had to pay last time to have someone come out and they did the typical "I switched out a splitter" fix and charged me $30 even thought I told them I connected my modem directly to where the cable comes into the house.

 

I either get this problem, or the terrible ping jitter. Why does this keep happening? 

Problem Solver

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Expert

Re: Download Speed Below 1M - Again

 


@faccess wrote:

This is the third or fourth time in the past year or so -- Download speed is below 1Meg, upload is 3Meg. I even had to pay last time to have someone come out and they did the typical "I switched out a splitter" fix and charged me $30 even thought I told them I connected my modem directly to where the cable comes into the house.

 

I either get this problem, or the terrible ping jitter. Why does this keep happening? 


What do your modem's signal stats look like ? Get them here http://192.168.100.1

Post the downstream power level, the upstream power level, and the SNR (Signal to Noise Ratio) figures.

 



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Frequent Visitor

Re: Download Speed Below 1M - Again

I don't know about the neighbors at this time. I am renting my modem from Comcast.

Frequent Visitor

Re: Download Speed Below 1M - Again

Downstream

 

Value

Downstream:

Frequency

711000000 Hz
Signal To Noise Ratio33.8 dB
Power Level12.6 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
UpstreamValue

Upstream

Channel ID

11
Frequency29500000 Hz
Power44.2 dBmV
Frequent Visitor

Re: Download Speed Below 1M - Again

Here is a ping to www.comcast.net

 

 

Pinging a1526.g.akamai.net [96.17.160.27] with 32 bytes of data:
Reply from 96.17.160.27: bytes=32 time=47ms TTL=57
Reply from 96.17.160.27: bytes=32 time=48ms TTL=57
Reply from 96.17.160.27: bytes=32 time=48ms TTL=57
Reply from 96.17.160.27: bytes=32 time=48ms TTL=57
Reply from 96.17.160.27: bytes=32 time=51ms TTL=57
Reply from 96.17.160.27: bytes=32 time=50ms TTL=57
Reply from 96.17.160.27: bytes=32 time=48ms TTL=57
Reply from 96.17.160.27: bytes=32 time=49ms TTL=57
Reply from 96.17.160.27: bytes=32 time=53ms TTL=57
Reply from 96.17.160.27: bytes=32 time=47ms TTL=57
Reply from 96.17.160.27: bytes=32 time=47ms TTL=57
Reply from 96.17.160.27: bytes=32 time=47ms TTL=57
Reply from 96.17.160.27: bytes=32 time=52ms TTL=57
Reply from 96.17.160.27: bytes=32 time=81ms TTL=57
Reply from 96.17.160.27: bytes=32 time=51ms TTL=57
Reply from 96.17.160.27: bytes=32 time=47ms TTL=57
Reply from 96.17.160.27: bytes=32 time=47ms TTL=57
Reply from 96.17.160.27: bytes=32 time=47ms TTL=57
Reply from 96.17.160.27: bytes=32 time=50ms TTL=57
Reply from 96.17.160.27: bytes=32 time=50ms TTL=57
Reply from 96.17.160.27: bytes=32 time=48ms TTL=57
Request timed out.
Reply from 96.17.160.27: bytes=32 time=51ms TTL=57
Reply from 96.17.160.27: bytes=32 time=54ms TTL=57
Reply from 96.17.160.27: bytes=32 time=113ms TTL=57
Reply from 96.17.160.27: bytes=32 time=61ms TTL=57
Reply from 96.17.160.27: bytes=32 time=47ms TTL=57
Reply from 96.17.160.27: bytes=32 time=47ms TTL=57
Reply from 96.17.160.27: bytes=32 time=50ms TTL=57
Reply from 96.17.160.27: bytes=32 time=50ms TTL=57

 

 

And a tracert to www.comcast.net:

 

 

Tracing route to a1526.g.akamai.net [65.49.74.34]

over a maximum of 30 hops:

 

  1    <1 ms    <1 ms    <1 ms  192.168.11.1

  2    31 ms    41 ms     *     24.12.122.1

  3     *       16 ms    10 ms  te-6-2-ur04.romeoville.il.chicago.comcast.net [6

8.85.208.165]

  4     *       12 ms    15 ms  te-1-13-0-7-ar01.area4.il.chicago.comcast.net [6

8.86.187.169]

  5    42 ms    12 ms    14 ms  pos-1-15-0-0-cr01.chicago.il.ibone.comcast.net [

68.86.93.181]

  6    13 ms    14 ms    28 ms  pos-1-0-0-0-pe01.350ecermak.il.ibone.comcast.net

 [68.86.86.34]

  7    57 ms    13 ms    33 ms  208.178.58.61

  8    52 ms    60 ms    67 ms  HURRICANE-ELECTRIC-LLC-New-York.TenGigabitEthern

et1-3.ar5.NYC1.gblx.net [64.209.92.98]

  9    45 ms    62 ms     *     65.49.74.34

 10     *       52 ms     *     65.49.74.34

 11    45 ms     *        *     65.49.74.34

 12     *     1217 ms    63 ms  65.49.74.34

 

Trace complete.

 

 

 

And a tracert to google.com:

 

 

Tracing route to a1526.g.akamai.net [65.49.74.34]

over a maximum of 30 hops:


  1    <1 ms    <1 ms    <1 ms  192.168.11.1

  2    31 ms    41 ms     *     24.12.122.1

  3     *       16 ms    10 ms  te-6-2-ur04.romeoville.il.chicago.comcast.net [6

8.85.208.165]

  4     *       12 ms    15 ms  te-1-13-0-7-ar01.area4.il.chicago.comcast.net [6

8.86.187.169]

  5    42 ms    12 ms    14 ms  pos-1-15-0-0-cr01.chicago.il.ibone.comcast.net [

68.86.93.181]

  6    13 ms    14 ms    28 ms  pos-1-0-0-0-pe01.350ecermak.il.ibone.comcast.net

 [68.86.86.34]

  7    57 ms    13 ms    33 ms  208.178.58.61

  8    52 ms    60 ms    67 ms  HURRICANE-ELECTRIC-LLC-New-York.TenGigabitEthern

et1-3.ar5.NYC1.gblx.net [64.209.92.98]

  9    45 ms    62 ms     *     65.49.74.34

 10     *       52 ms     *     65.49.74.34

 11    45 ms     *        *     65.49.74.34

 12     *     1217 ms    63 ms  65.49.74.34


Trace complete.

 

Frequent Visitor

Re: Download Speed Below 1M - Again

Sorry, tracert to google is:

 

 

Tracing route to www.l.google.com [74.125.225.16]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  192.168.11.1
  2    30 ms    30 ms    28 ms  24.12.122.1
  3     *       12 ms    18 ms  te-6-2-ur04.romeoville.il.chicago.comcast.net [6
8.85.208.165]
  4    14 ms    15 ms    16 ms  te-1-13-0-5-ar01.area4.il.chicago.comcast.net [6
8.87.230.121]
  5     *        *       12 ms  pos-1-13-0-0-cr01.chicago.il.ibone.comcast.net [
68.86.90.49]
  6    29 ms    14 ms    13 ms  68.86.87.250
  7    16 ms    14 ms    11 ms  66.208.228.202
  8    26 ms     *       39 ms  72.14.236.176
  9    23 ms    22 ms    16 ms  64.233.174.173
 10    13 ms    16 ms    14 ms  74.125.225.16
Trace complete.

 

Expert

Re: Download Speed Below 1M - Again

Your downstream power level is a bit out of spec and your SNR is just marginal. You are also showing some packet loss. This RF issue should be addressed first and foremost. You can also call in and find out what your uSNR (upstream SNR) figure is. It should be at least 29dB-30dB and the higher it is the better. There may be a noise ingress issue in the upstream channel as well. Perhaps you should book a tech visit to investigate and correct.



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Frequent Visitor

Re: Download Speed Below 1M - Again

I've had multiple tech visits.  One adds a splitter to bring it back withing spec, then the next tells me it's a bad splitter and removes it to bring it back withing spec. I was charged last time for that impressive analysis, so I'm really not sure what to do at this point as I don't think another $30 to add a splitter is something I'll be happy with.

Frequent Visitor

Re: Download Speed Below 1M - Again

Just to update, and this is the daily pattern, withing the last five minutes, the speed has returned to normal. The modem stats posted above have not changed.

Frequent Visitor

Re: Download Speed Below 1M - Again

I HAVE DOCSIS 3 MODEM AND COMCAST "PERFORMANCE".  WHEN I ACCESS A LOCAL SERVER IN NASHVILLE I GET 11 Mb/sec WHICH IS CLOSE TO THE ADVERTISED 12.  I VERIFY THE RATE WITH "DU METER" SOFTWARE SO IF THE COMCAST TEST SOFTWARE WERE FIBBING, I'D SEE IT.  WHEN I ACCESS DISTANT SERVERS SUCH AS SEATTLE WITH THE COMCAST RATE TEST, SPEEDS ARE SLOWER eg 2.4mB/sec.

 

IF YOU HAVE A VERY OLD MODEM WITHOUT DOCSIS 3, THAT COULD SLOW YOU DOWN. (AS COULD OTHER THINGS). I THINK COMCAST QUOTES BEST CASE SPEED, EG MY DOWNLOADING FROM A SERVER A FEW MILES FROM MY HOUSE.

Frequent Visitor

Re: Download Speed Below 1M - Again

Comcast has not stated that I need a new modem. My speed tests are being run with servers that are close by. Last night just before 6pm Central, speed was back above 12M. This morning, same, but now, it is at 100K to the same server. I think this is on a different scale than the differences you are stating.

Diamond Problem Solver

Re: Download Speed Below 1M - Again

If I were you I would be logging the following RF and SNR levels on a hourly basis and see how much it is varying, if any.

 

Downstream power

Downstream SNR

Upstream power

 

As EG said, the one time you posted your levels, your downstream was over 12 which is slightly high, some modems don't like over 10, and your downstream SNR wasn't great either.  There should be some effort put into getting the downstream lowered and make sure it is not varying from hour to hour or day to day.  The only time the levels might vary is from Winter to Summer where it might change by 2 or 3 db.

 

Your modem should be fed off a high quality 2 way splitter as the first device coming into the house from the ground block, and never amplified by a drop amp.  The other leg of  the 2 way splitter would then feed the distribution of all the TV outlets.

 

 

 

 

Frequent Visitor

Re: Download Speed Below 1M - Again

As far as the downstream power over 12, it is almost always over 12dBmV and as I stated earlier, it was the same when I was getting 12M download speed as when I get 100K. The upstream is always over 44dBmV, so on an hourly basis, these don't change so I don't know how to correlate this to the huge speed differences. 

 

As far as the SNR levels, those change constantly, from second to second. Just polling the modem 10 times in a row:

 

33, 36, 24, 31, 33, 34, 29, 30, 33, 32

 

Again, this behavior is the same when the speed is fast as when the speed is slow (like right now).

 

I don't have Comcast TV, so the technician will either add a splitter or remove a splitter to try to get the reading of something within spec. I'm not sure what they are trying to do. I have also stated that this problem occurs when connecting the modem directly to the cable that comes into the house.

Expert

Re: Download Speed Below 1M - Again

The downstream SNR shouldn't be making such wide swings. Anything more than 2dB is an issue. You may a fair amount of noise intermittently leaking in somewhere. This is without even seeing what the uSNR figure is doing at the CMTS... 



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Frequent Visitor

Re: Download Speed Below 1M - Again


@EG wrote:

The downstream SNR shouldn't be making such wide swings. Anything more than 2dB is an issue. You may a fair amount of noise intermittently leaking in somewhere. This is without even seeing what the uSNR figure is doing at the CMTS... 


Thanks, EG. It sounds like I have to get this reading by contacting Comcast customer support. They've never seen a problem before; should I specifically ask them to look at the SNR readings? Are you suggesting that this could be the problem, or that this should be stable before looking into other causes, such as perhaps a network problem.

 

Also, where would this noise be leaking in? Somewhere outside my home, inside my home, or could it be either. Would connecting the modem directly to the cable coming into the house and taking readings then suggest where the interference in coming from? The cable is only a few inches long where is comes into the house.

Frequent Visitor

Re: Download Speed Below 1M - Again

This problem went away for a while and I had solit downstream SNR in the 36 range. Problem is back again (actually it keeps coming back and going away). I am getting a lot of noise and SNR is dropping into the mid 20's. I contacted customer support and they will not discuss the SNR with me. I have asked over and over again what can I do about the SNR, but instead they just keep trying to restart my modem to fix the problem. Does anyone know how I can get this resolved?

 

I am connected directly to the cable that is coming into my wall, which extends into my house only about 1-2 feet. I don't see how it can be noise from inside my house. A technician has been to the house before and never even checked anything outside my house. He just added a splitter for some reason and then charged me $30. How can I get this resolved and not have a repeat of previous experiences with service technicians?

Silver Problem Solver

Re: Download Speed Below 1M - Again


@faccess wrote:

This problem went away for a while and I had solit downstream SNR in the 36 range. Problem is back again (actually it keeps coming back and going away). I am getting a lot of noise and SNR is dropping into the mid 20's. I contacted customer support and they will not discuss the SNR with me. I have asked over and over again what can I do about the SNR, but instead they just keep trying to restart my modem to fix the problem. Does anyone know how I can get this resolved?

 

I am connected directly to the cable that is coming into my wall, which extends into my house only about 1-2 feet. I don't see how it can be noise from inside my house. A technician has been to the house before and never even checked anything outside my house. He just added a splitter for some reason and then charged me $30. How can I get this resolved and not have a repeat of previous experiences with service technicians?


Thats tough when the premise Tech won't call for a Line Tech. perhaps we can get you  some help.  Watch this thread for a comcast response.

Frequent Visitor

Re: Download Speed Below 1M - Again

 


@JamesR wrote:

@faccess wrote:

This problem went away for a while and I had solit downstream SNR in the 36 range. Problem is back again (actually it keeps coming back and going away). I am getting a lot of noise and SNR is dropping into the mid 20's. I contacted customer support and they will not discuss the SNR with me. I have asked over and over again what can I do about the SNR, but instead they just keep trying to restart my modem to fix the problem. Does anyone know how I can get this resolved?

 

I am connected directly to the cable that is coming into my wall, which extends into my house only about 1-2 feet. I don't see how it can be noise from inside my house. A technician has been to the house before and never even checked anything outside my house. He just added a splitter for some reason and then charged me $30. How can I get this resolved and not have a repeat of previous experiences with service technicians?


Thats tough when the premise Tech won't call for a Line Tech. perhaps we can get you  some help.  Watch this thread for a comcast response.


 

It's understandable to a certain extent because the technicians are never here while the problem is occurring. Sometimes it lasts for a weekend, and sometimes a month, but so far it clears up before a technician gets here only to return a week or two later.

 

I would appreciate any help I can get.

Frequent Visitor

Re: Download Speed Below 1M - Again

Well, I finally had a good day yesterday...download speed >15M but back down below 1M again today. That didn't last long! Downstream SNR is fluctuating between 24.2 and 35.7 db.

Retired Administrator

Re: Download Speed Below 1M - Again

There's definitely ingress or egress outside of your home causing the  bit error correction rate to fluctuate wildly. A maintenance tech should start at your drop and work backwards. I'm sure he/she willl locate the source of the problem. I am getting this escalated to our maintenance team.

 

screenshot.225.jpg

 

 

 

 

 

 

 

Just 'Dete'
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Frequent Visitor

Re: Download Speed Below 1M - Again

 


@CC_Dete wrote:

There's definitely ingress or egress outside of your home causing the  bit error correction rate to fluctuate wildly. A maintenance tech should start at your drop and work backwards. I'm sure he/she willl locate the source of the problem. I am getting this escalated to our maintenance team.

 

screenshot.225.jpg

 

 

 

 

 

 

 


Excellent (I mean the part about getting this escalated). Thank you.

 

Contributor

Re: Download Speed Below 1M - Again

My SNR is 33.9 dB which is similar to faccess's - just curious as to if that's the likely issue.  I'm getting another modem as soon as they have one in.  I'm going to try directly connecting to the the ground point's coupler, too.  *Digs out 50-ft power cord*  Smiley Wink

 

PS:  I didn't want to jump onto the end of a solved problem thread, but I can't send PMs.


Contributor

Re: Download Speed Below 1M - Again

OK I fixed mine by replacing modem.  Just information for others if they run into this issue.  I went through:

1)  Software checks/reboot modem/bypass router/different PC.  Could also have used a bootable CD.

2)  Hardware checks - file transfer fast on LAN, good ground on cable post, good cables, bypassed splitter, got ~220kb/s DL (4x 56k!).

3)  Changed modems - it needed MAC address on my account updated (called 1-800-xfinity) but otherwise cool.  Don't bother calling them if it already is provisioned(works), obviously...

4)  Ran tests and now the DL reaches 'upto' 12mb/s.  Smiley Wink

 

I mention all those steps because it's a good idea to check everything else before having to wait on a modem/technician to arrive.  Luckily, I live only 1 mile or so from the service center.  My next step would have been to get a technician out.

 

Good luck getting your service stable!

 

::EDIT::  Did you ever get it working right?