Community Forum

ANSWERED: Tips for troubleshooting your Xfinity Internet connection

 

If you are experiencing any problems with your Comcast internet connection, the suggestions below may provide some assistance with identifying and potentially resolving the issue. If you are still experiencing any connection issues after following these suggestions, please start a new topic on the forums.

 

Check if there is a service interruption

You can check for service interruptions by:

  • Using the XFINITY My Account mobile app.
  • Logging into your Comcast account and clicking the check for service interruptions link.
  • Visiting the Xfinity Status Center.
  • Calling 1-800-COMCAST (1-800-266-2278) or 1-800-XFINITY (1-800-934-6489)
  • If you've registered your mobile phone number for Comcast Alerts, you can text OUT to 266278 (COMCST)

 

Recent changes in your service

If you recently changed any of your Comcast services or had your service recently installed, verify with a Comcast representative that there are no provisioning or registration issues on your account.

 

Verify your device meets Comcast's minimum system recommendations

In order to be able to offer a better high-speed Internet and digital voice experience, we have updated the minimum system recommendations for your computer. These changes allow us to offer you a quicker, more stable Internet connection so that you can get the most out of your service.

 

XFfinity Internet Minimum System Requirements - For Speeds up to 400Mbps

Operating System Your desktop or laptop should be running on a Microsoft mainstream-supported Windows operating system (on PC) or an Apple-supported OS X operating system (on Mac)

Visit the Microsoft Windows lifecycle fact sheet or Mac OS X Support overview for their latest operating system information.
Browser You should use a recent version of one of the following browsers for the best speeds: Chrome, Firefox, Internet Explorer or Safari. For more information about different browsers or to download a new one, visit whatbrowser.org.
Ethernet  You can use a Cat5e or Cat6 Ethernet cable to facilitate your wired connection. A Cat5e Ethernet cable is not required for speeds up to 1 Gbps.
Ethernet/Processor
  • For Speeds up to 25 Mbps: 10/100 Fast Ethernet interface or adapter for wired connection
     
  • For Speeds up to 75 Mbps:
    10/100 Fast Ethernet interface or adapter for wired connection and Intel Core i5 (or faster) processor
     
  • For Speeds up to 400 Mbps:
    10/100/1000 Gigabit Ethernet interface or adapter and Intel Core i5 (or faster) processor

 

 Xfinity Internet Minimum System Requirements - For Speeds up to 1 Gbps

Operating System Windows 8.1 (64 bit) or newer or Mac OSX 10.8 or newer
Browser Mac OSX Browsers: Safari 6.2.8 or newer or Firefox 40.0.3 or newer or Chrome 44.0.2403 or newer

Windows Browsers: IE 11 or newer; MS Edge browser (Windows 10); Firefox 40.0.3 or newer; Chrome 44.0.2403 or newer
Ethernet Cable You can use a Cat5e or Cat6 Ethernet cable to facilitate your wired connection.

**Note**: Due to Ethernet overhead, actual download speeds are limited to 940 Mbps over a hardwired connection.
Ethernet 10/100/1000 Gigabit Ethernet interface or adapter for wired connection
CPU/Processor Intel Dual Core i5 2.5GHz or better or AMD Dual Core K10 2.5GHz or better
Hard Drive / Space SSD recommended to achieve maximum download speeds 64 GB or larger

 

Xfinity Internet Minimum System Requirements - For Speeds up to 2Gbps

Operating System Windows 10 (64-bit) or Mac OS 10.8 Mountain Lion or newer. Visit the Microsoft Windows lifecycle fact sheetor Mac OS X support overview for their latest operating system information.
Browser Google Chrome 40.0.2403, Microsoft Edge (64-bit), Mozilla Firefox 40.0.3 (64-bit), Safari 6.2.8 or newer. For more information about different browsers or to download a new one, visit http://whatbrowser.org/.
Ethernet For maximum speeds of 2 Gbps on a single computer, you will need the following:
  • A desktop computer with available PCIe expansion slot
  • A 10G PCIe network interface controller (NIC) adapter with small form-factor pluggable (SFP) cage
  • A 10G enhanced, 850nm multimode fiber (MMF), small form-factor pluggable (SFP) transceiver
  • A multimode fiber (MMF) LC patch cable
To achieve maximum speeds of 2 Gbps on more than one of your devices connected to the fiber handoff, you will need a compatible router or firewall with throughput of 2 Gbps (or greater) along with the following:
  • A 10G router or firewall
  • A 10G 850nm multimode fiber (MMF), small form-factor pluggable (SFP) transceiver
  • All of the additional equipment from the single computer requirements for each connected computer to reach 2 Gbps from the router or firewall. The actual number of devices and configurations supported varies by the brand and model of the router or firewall.
CPU/Processor Quad-Core Intel Core i7 (or faster) processor and requires a solid-state drive (SSD).

 

**Note**: At this time, Gigabit Internet service by XFINITY delivers WiFi speeds that are faster than some of today's most advanced smartphones, laptops and tablets are capable of running. To help potential Gigabit Internet service customers better understand what download speeds can be expected over WiFi, XFINITY tested the WiFi throughput of some of today's leading devices with the XFINITY Advanced Gateway under a variety of conditions.

Although download speeds up to 940 Mbps are possible with a hardwired connection, maximum WiFi speeds could be limited by your device's age and model. Other factors could include how many WiFi-connected devices are in use, website traffic and content provider server capacity.

 

Laptop Computers Expected Maximum Speed
MacBook Pro 2015 Up to 435 Mbps
MacBook Pro 2016 Up to 396 Mbps
Dell Latitude E7470 Up to 310 Mbps
MacBook Air Up to 266 Mbps
MSI Laptop Up to 248 Mbps
HP Omen Laptop Up to 245 Mbps
Razer Laptop Up to 226 Mbps
Acer Aspire S 13 Up to 200 Mbps
Microsoft Surface Book Up to 184 Mbps
ChromeBook Plus Up to 156 Mbps
Lenovo IdeaPad Up to 130 Mbps

 

Tablets Expected Maximum Speed
Nexus 9 Tab Up to 362 Mbps
iPad Mini 4 Up to 238 Mbps
Surface Pro 3 Up to 211 Mbps
Surface Pro 4 Up to 205 Mbps
iPad Air 2 Up to 199 Mbps
iPad Pro Up to 199 Mbps
Galaxy Tab S2 Up to 178 Mbps
MacBook Pro 2013 Up to 127 Mbps
Kindle Fire HDX Up to 76 Mbps
iPad Mini 2 Up to 73 Mbps
iPad Air Up to 64 Mbps
iPad 4 Up to 51 Mbps
Zenpan S 8.0 Up to 27 Mbps
iPad 2 Up to 23 Mbps

 

Mobile Devices Expected Maximum Speed
Google Pixel Up to 268 Mbps
Samsung Galaxy S8 Up to 266 Mbps
iPhone 7 Plus Up to 231 Mbps
iPhone 7 Up to 211 Mbps
Nexus 6P Up to 211 Mbps
Nexus 6 Up to 207 Mbps
Samsung Galaxy Note 5 Up to 202 Mbps
Samsung S7 Edge Up to 200 Mbps
iPhone 6S Up to 191 Mbps
Samsung Galaxy S5 Up to 175 Mbps
Samsung Galaxy S6 Up to 174 Mbps
Samsung Galaxy Note 3 Up to 141 Mbps
iPhone 6 Up to 120 Mbps
Samsung Galaxy S4 Up to 113 Mbps
iPhone SE Up to 83 Mbps
Samsung Galaxy S3 Mini Up to 58 Mbps
Nexus 7 Up to 42 Mbps
iPhone 5S Up to 41 Mbps

 

Other Devices Expected Maximum Speed
ASUS AC 88  Up to 502 Mbps
Apple TV4 Up to 257 Mbps
Netgear A6210 Up to 192 Mbps
D-Link Wireless DWA-182 Up to 174 Mbps
Xbox One S Up to 112 Mbps
Linksys WUSB6100M Up to 111 Mbps
Netgear A6100 Up to 107 Mbps
PS4 Pro Up to 96 Mbps
Tplink TL-WN823N Up to 53 Mbps

  

Verify your modem's compatibility

If you've had your modem for awhile, it may have reached End of Life (EOL) status. You can view modem compatibility info by visiting the My Device Info site. This site will also provide you with devices you can purchase yourself if you do not want a Comcast provided modem. 

 

Determine if your problem is router-based or modem/signal-based (not applicable to gateway devices)

To eliminate the router as a problem source, disconnect it from your network. Connect a single computer directly to your modem via ethernet (hardwired) and powercycle the modem. If problems persist, you can focus on the modem or signal issues. If the issues are corrected without the router, then focus on router/Wi-Fi issues. Remember to powercycle your modem every time you connect a new device to it. 

 

Reset your equipment

Powercycleing your equipment is the well known and oft-mocked "turn it off and turn it back on again" solution. It does resolve a surprising amount of issues and thus it's an important step. For best results, you'll need to follow the procedure listed below. 

 

To performing this procedure:

  1. Turn off your computer.
  2. Unplug the modem/gateway (remove the backup battery if equipped).
  3. Unplug the router if you have a stand-alone unit.
  4. Plug the modem/gateway back in and wait for the status light to indicate it is online.
  5. If you have a stand-alone router, plug it back in and wait for the lights to indicate ready status.
  6. Power on your computer.

If you have a telephony modem or gateway device you can use the reset button if available.

 

You may find this how-to video helpful:

 

 

Pay attention to the lights on the front of your modem.

  • Power: AC power status -should be solid.
  • US/DS: Upstream/downstream connectivity. Will blink when establishing a connection, but will turn solid when the modem is synced.
  • Online: Internet connectivity status -should be solid.

The lights will give you a visual indication of the modem's status. For example, if the modem resets, you will see the lights cycling. This would help you troubleshoot as you would concentrate on signal or modem issues rather than device issues. If the US/DS continuously flashes, it means the modem can't communicate and there is probably a signal issue.

 

Check your signal levels

To view your modem’s status page go to http://192.168.100.1 or http://10.0.0.1

 

Specification      Min             Max
Downstream Power Levels -8dBmV +10dBmV
Downstream Signal to Noise Ratio (SNR) 35dB N/A
Upstream Power Level +25dBmV +54dBmV
Upstream Signal to Noise Ratio (uSNR) 31dB N/A
Upstream Receive Power -2dBmV +2dBmV

**Note**: Signal level parameters may vary slightly between different localities. The information in the chart above is intended to be a general guideline. Not all modems will allow you to view the status page and some will have different URLs to access this info. If you are unable to access your modem’s status page, you can contact Comcast Customer Support and ask the support representative for these values. large1.pngSignal levels from an Arris 6183

 

dBmV

Cable power levels are expressed as dBmV (decibel millivolts) or more accurately decibels relative to one millivolt. A millivolt is 1/1000 of a volt (10 -3 V or 0.001 V). dBmV is technically an expression of power in terms of voltage. We express it this way because we would be working with exceeding long numbers otherwise. In the simplest terms, a signal of 1 mV would be expressed as 0 dBmV. Stronger signals than 1 mV are express as positive dBmV values, while signals weaker than 1 mV are expressed as negative dBmV values.

 

Downstream

Theoretically the ideal downstream (Rx) or forward path level would be 0 dBmV. In real-world scenarios, it’s unlikely that modems would see 0 dBmV exactly. This is acceptable as long as the signal levels fall within the specified range. Negative values are no better or worse than positive values in the specified range.

 

Upstream

Upstream (Tx) or return path signal levels will be much higher than downstream levels. These levels express how much power the modem is using to push a signal back to the headend. If upstream values are too high, it’s an indication that there is too much resistance between the modem and the headend. This is a very common issue and is generally caused by wiring configurations or defective wiring and/or splitters.

 

SNR

Signal-to-noise or SNR or S/N is an expression of “good signal” to the bad unwanted signal known as noise. We express these values in decibels (dB ). Higher values are better.

 

Upstream Receive Power

Upstream receive power is the level at which the modem signal arrives at the headend. The headend automatically adjusts this level by instructing the modem to increase or decrease power as required. If the condition exists where the level falls outside of the specified range, it may cause a loss of communication between the headend and the modem.

 

**Note**: Not all modems will allow you to view the status page and some will have different URLs to access this info. If you are unable to access your modem’s status page, please see here for more information.

 

Check Codewords

Codewords have to do with forward error correction (FEC). Cable uses an encoder or interleaver to inject codewords or blocks of data which allow malformed packets to self-correct.

 

Your modem looks at every packet on its segment to see what packets/codewords are addressed to it specifically. This is expressed by Total Unerrored Codewords. For diagnostic purposes, Total Unerrored Codewords is not a useful value.

 

Total Correctable Codewords are the codewords that were addressed to your modem that were corrected.

 

Total Uncorrectable Codewords are the number of codewords that your modem couldn't correct.

 

The numbers are cumulative, so in order to use this as a diagnostic tool, you would first powercycle your modem, then watch for new errors. If you see new errors, it's typically an indication of noise. 


**Note**: DOCSIS 3.1 modems utilize a channel known as the OFDM channel. The easiest way to identify this channel is that the modulation type will be displayed as “other”. It’s normal for the OFDM channel to have correctables and uncorrectables, it is not a cause for concern.

   

Check the event log

It's normal to see a few events in your log. Most commonly you'll see:

 

T3 and T4 timeouts. This means the cable modem has sent ranging requests without receiving a response from the upstream control center (CMTS). Your modem talks to the CMTS with a series of synchronize/acknowledge responses. This process is called ranging. During ranging, the modem sends a response to the CMTS essentially saying  "Hey, can you hear me?". If the modem doesn't receive a response back in the specified time frame, it logs the event as a critical T3 timeout. The modem then increases the ranging power (US TX), which is the technical equivalent of raising its voice to the CMTS, again saying "Hey, can you hear me?". If no response is received, the modem logs another T3 timeout. The process repeats until the modem and the CMTS establish communication at an acceptable level. An occasional T3 timeout is normal and not a reason for concern. If you see multiple T3 timeouts in a single day, it's an indication that a less-than-optimal condition exists.

 

eventlog.PNG

 

The ranging process is expressed visually when the US and DS lights blink on your modem. A certain level of ranging is normal, but if your modem resets without establishing communication with the CMTS (e.g., the US or DS lights continuously blink), then it's likely the modem is screaming "HEY, CAN YOU HEAR ME?!?!?!?!?!" at the highest upstream transmit power possible. At this point, if the modem doesn't receive a response, a T4 timeout is logged, the modem resets and starts the process over. This is what we refer to as a no block sync condition.

 

There are various other timeout errors that are less common (T1, T2, T6) as well as a host of other warnings and notices. 

 

Bottom line: It's okay to see a few errors now and then, even if they are labeled "critical". However, if you see a large number of events in a short period of time, it's indicative of either a modem or signal issue. 

 

Inspect coax lines

  • For extreme bends or kinks.
  • For abrasions or cuts.
  • For broadband compliance. Coax should be RG6.
  • To ensure connectors are tightened properly, corrosion-free and that the center conductor appears shiny (connectors on the backs of faceplates are a common failure point, don't forget to check them too).
  • For proper fasteners. Coax cable should not be stapled, particularly at regular intervals. 
  • Excess cable. Coax lines should be a short as possible. 

Inspect Eternet cables

It's fairly uncommon for Ethernet cables to fail, but it does happen. Kinks and connector failures are the most common culprits. Ethernet cables should be Cat 5e or Cat 6. 

 

Check F-Connectors 

  • Ensure connectors are tightened properly, corrosion-free and that the center conductor appears shiny.
  • Connectors must be compression fittings, crimped or screw-on fittings are not acceptable.
  • Connectors on the backs of faceplates are a common failure point, don't forget to check them too.1500.pngScrew-on BAD1500 (1).pngCrimp-on BAD1500 (2).pngCompression GOOD

 

 

 

 

 

 

 

 

 

 

1500 (3).pngAll BAD (courtesy of brad152)

 

It's critical that connectors be compliant as they are the most common failure point of the cable system. Cable over copper is radio (RF). If the connectors are substandard or damaged they will cause signal leakage. Signal leakage out (egress) can cause problems with over-the-air communications. Signal leakage in (ingress) is unwanted signal (aka noise) and can wreak havoc on the cable system. One bad connector can put noise on the cable plant, that noise then gets amplified on its way back to Comcast. In this way, one bad connector could cause problems for you and your neighbors. 

 

 

Check the quality/status of all splitters

1500 (4).png

Splitters are a common failure point, make sure they are of good quality and broadband compliant. If they are old, corroded, gold colored or otherwise deficient, they are candidates for replacement. The label should read 5-1000Mhz (or 1Ghz). Typically, there will be one main splitter installed at the location where the main cable line enters the home. One port will feed the cable modem directly and the other port will feed everything else. It's specifically configured in that manner as excessive splitters between the entry point and modem will weaken the signal significantly and may cause a connection failure. Best practice is to have the modem installed on an outlet without any extra splitters. This type of wiring is known as a "home run". 

  

Examine IP lease times

To see your IP lease time with Windows 7 or newer go to Start | Search and type cmd to open a command prompt window. Type ipconfig/all |Enter. Check lease obtained and lease expired lines -- if this displays a time of approximately one hour, the system is likely undergoing maintenance. 
large.pnghttps://mydeviceinfo.xfinity.com 

Verify your speed tier

Visit https://mydeviceinfo.xfinity.com to determine your speed tier. After you log into your account, your speed tier will be displayed on the left-hand side of your screen. Alternatively, you can view the speed tier to which you are subscribed here. Sign in and scroll down to the data usage graph area.

 

Then run an XFINITY Speed Test while directly connected to your modem/gateway with a wired connection. 

 

Note: If your modem is not compatible with your speed tier, it may be assigned a default speed tier; 30/5 with only one downstream and one upstream channel.

 

Note: Comcast does not throttle speeds! It does not matter what applications you are using, what sites you are visiting or how much data you have consumed -- Comcast does not throttle speeds!

 

speedtiers.PNG

 

 

Security Software

If you have security software installed on your computer and are having connection problems, disable it briefly and check connectivity. Sometimes programs can block connections that are falsely flagged as unsafe. Typically security software will require permission before allowing a new connection.  Some operating systems may also automatically prevent connections without express permission from the user, depending on the security settings. 

  

Traceroutes and ping tests

Running a ping test or traceroute to an IP address can be a helpful tool to troubleshoot routing problems. However, there are some things that you should and should not do when running these tests:

You should...

  • Run a test to an IP address on the Internet, such as a web server, email server or other computer that should have high-availability and is designed to accept ICMP traffic.
  • Run a test to a local IP address on your network such as a router or another computer.
  • Run a test to your modem/gateway's local IP address, such as 192.168.100.1 or 10.0.0.1. This can help determine connectivity between your computer and your modem.

You shouldn't...

  • Run a test to a CMTS or node. The network interfaces in these pieces of equipment are designed to de-prioritize ICMP traffic and will provide false-positives.
  • Run a test to 75.75.75.75, 75.75.76.76 or other Comcast DNS server. These servers de-prioritize ICMP traffic and will provide false-positives.
  • Run a test to your modem/gateway's external IP address while on your network.
  • Run a test while connected to a VPN service.
  • Run a test while connected wirelessly, unless a comparison test will be performed while directly connected to the modem/gateway.

Running a traceroute

Sometimes it is helpful to run a trace if you are having difficulty with a specific destination or service.

Windows 7 or later

  • Click Start and then click Run.
  • Type cmd and press EnterThis will open the command prompt/DOS window.
  • When open, type tracert www.comcast.net and hit enter.
  • When it is finished, you will see a Trace complete message. Right-click, mark, drag over the text, copy by hitting "Enter", and then hit "Enter" again to paste the trace results into a post.

25o2k3.gif

 

Mac OS 10.x 

  • Go to the Finder and choose Applications.
  • Choose Utilities.
  • Select the Network Utility.
  • Choose the traceroute tab.
  • Enter an address such as www.comcast.net and start the trace.
  • When completed, copy and paste the results into your post using normal copy and paste methods.

 

For more information on running a traceroute and how to understand and use that information see this article: https://www.xfinity.com/support/articles/run-traceroute-command

 

Running a ping test

Windows 7 or later

  • Click Start -> Run 
  • Type cmd and press Enter.
  • This will open the command prompt/DOS window. When open, type ping -t www.comcast.netand then press enter.

The output will look like this:

Pinging www.comcast.net with 32 bytes of data
Reply from 204.127.195.15: bytes=32 time=75ms TTL=46
Reply from 204.127.195.15: bytes=32 time=75ms TTL=46
  • Let this run for about a minute or so and press Ctrl and C to stop it. In the output, look for how often a Request timed out message appears and also look to see that the time=XXmspart of each reply is as low as possible - below 100ms under ideal circumstances.
  • Right click, mark, drag over the text, copy by hitting "Enter", and then hit "Enter" again to paste the ping results into your post.

 

Mac OS X 

  • Go to the Finder and choose Applications.
  • Choose Utilities.
  • Select the Network Utility.
  • Select the Ping tab.
  • Enter an address such as www.comcast.net, set the number of pings for about 100, and start the ping.

 

Additional Troubleshooting Tools

  • Speed Test - This tool attempts to analyze your connection and speed.
  • Status Center - This tool analizes your services and equipment and provides you options to troubleshoot yourself.
  • System Refresh - This tool allows you to restart/refresh your modem without loosing important settings in your device.
  • IPv6 Readiness Test - Check to see if an IPv6 issue might be causing your symptoms.