We have an Arris Surfboard SB6190 modem and a Netgear Nighthawk R6700. We are on a 200mbps download plan.
We get around 150mbps throughout the day when everything is working. More often we will go for hours limited to 30mbps.
I'm starting to notice this is happening around 7pm every day, lasting through midnight and sometimes through the morning. We will also be capped at 30mbps randomly throughout the day for several hours.
This has been observed and confirmed by an Xfinity internet tech support agent over the phone who looked at our "Historical Plots" for the last 6 days and noted the random "drastic" drops in speed the line is providing to our modem.
This 30mbps cap applies to all devices in the home, regardless of wifi or Ethernet connection. I have direct connected my laptop to both the router and the modem to confirm the Ethernet connection directly from the modem is also reflecting the 30mbps cap.
Modem Upstream/Downstream details:
When the internet is capped at 30mbps, Channel 5 is "Not Locked". Currently the internet is not capped at 30mbps, Channel 5 is "Locked" but has 1700382 Correctable and 1216596 Uncorrectables.
Channel 6 has 22,665,577 Correctables and 21,922,667 Uncorrectables
All 4 channels are "Locked".
An Arris tech representative noted the power levels for the upstream channels are too low and need to be corrected by Xfinity. The range should be 45-52dBvm, the range the modem is receiving is 37-42dBvm.
What could be causing this?
Solved! Go to Solution.
|Channel||Lock Status||Modulation||Channel ID||Frequency||Power||SNR||Corrected||Uncorrectables|
|1||Locked||256QAM||37||675.00 MHz||5.60 dBmV||38.61 dB||484||113|
|2||Locked||256QAM||9||507.00 MHz||7.80 dBmV||40.37 dB||1080||138|
|3||Locked||256QAM||10||513.00 MHz||7.90 dBmV||40.37 dB||985||158|
|4||Locked||256QAM||11||519.00 MHz||7.50 dBmV||40.37 dB||924||138|
|5||Locked||256QAM||12||525.00 MHz||7.60 dBmV||37.64 dB||1700495||1216609|
|6||Locked||256QAM||13||531.00 MHz||7.50 dBmV||40.37 dB||22665701||21922667|
|7||Locked||256QAM||14||537.00 MHz||7.20 dBmV||40.37 dB||790||144|
|8||Locked||256QAM||15||543.00 MHz||7.20 dBmV||40.37 dB||665||137|
|9||Locked||256QAM||16||549.00 MHz||6.80 dBmV||40.95 dB||641||168|
|10||Locked||256QAM||17||555.00 MHz||6.60 dBmV||40.37 dB||592||167|
|11||Locked||256QAM||18||561.00 MHz||6.50 dBmV||38.98 dB||1059||299|
|12||Locked||256QAM||19||567.00 MHz||6.20 dBmV||38.98 dB||600||90|
|13||Locked||256QAM||20||573.00 MHz||6.10 dBmV||38.98 dB||458||40|
|14||Locked||256QAM||21||579.00 MHz||5.80 dBmV||38.61 dB||491||43|
|15||Locked||256QAM||22||585.00 MHz||5.60 dBmV||38.98 dB||731||2188|
|16||Locked||256QAM||23||591.00 MHz||5.70 dBmV||40.37 dB||812||2000|
|17||Locked||256QAM||24||597.00 MHz||5.40 dBmV||38.98 dB||897||2860|
|18||Locked||256QAM||25||603.00 MHz||5.20 dBmV||38.98 dB||657||1039|
|19||Locked||256QAM||26||609.00 MHz||5.40 dBmV||38.98 dB||619||141|
|20||Locked||256QAM||27||615.00 MHz||5.60 dBmV||38.98 dB||549||165|
|21||Locked||256QAM||28||621.00 MHz||5.60 dBmV||38.98 dB||557||140|
|22||Locked||256QAM||29||627.00 MHz||5.90 dBmV||38.98 dB||480||138|
|23||Locked||256QAM||30||633.00 MHz||5.90 dBmV||38.61 dB||474||173|
|24||Locked||256QAM||31||639.00 MHz||6.00 dBmV||38.61 dB||462||134|
|25||Locked||256QAM||32||645.00 MHz||6.00 dBmV||38.90 dB||432||161|
|26||Locked||256QAM||33||651.00 MHz||5.90 dBmV||39.20 dB||433||156|
|27||Locked||256QAM||34||657.00 MHz||5.90 dBmV||38.90 dB||445||155|
|28||Locked||256QAM||35||663.00 MHz||5.90 dBmV||38.60 dB||381||121|
|29||Locked||256QAM||36||669.00 MHz||5.80 dBmV||38.90 dB||459||115|
|30||Locked||256QAM||38||681.00 MHz||5.60 dBmV||39.20 dB||451||78|
|31||Locked||256QAM||39||687.00 MHz||5.30 dBmV||39.20 dB||390||47|
|32||Locked||256QAM||40||693.00 MHz||5.10 dBmV||38.60 dB||353||8|
|Channel||Lock Status||US Channel Type||Channel ID||Symbol Rate||Frequency||Power|
|1||Locked||ATDMA||6||5120 kSym/s||30.10 MHz||37.75 dBmV|
|2||Locked||ATDMA||8||5120 kSym/s||17.30 MHz||37.50 dBmV|
|3||Locked||ATDMA||7||5120 kSym/s||23.70 MHz||37.00 dBmV|
|4||Locked||ATDMA||5||5120 kSym/s||36.50 MHz||37.50 dBmV|
Update: (Short Version) A "bucket team" technician was sent to our area to replace very old connections on the utility poles in the neighborhood serving our building. This seems to have fixed the issue.
After being put in contact with someone from the executive office, she was able to schedule another technician who was the first one to show up with SOME background information given to them. He was the first to knock on our door without saying "I don't have any notes on why I am here, tell me what's happening."
He confirmed our building wiring is fine and capable of receiving and distributing the maximum signal. He was able to see the signal our building was receiving over the last few days and confirmed the problem is not our modem, or router, or wiring. The issue is coming from the "node" on a nearby utility pole or something. When he opened a ticket for the "bucket team" to come out and check the "node" he found there were already 14 complaints about a similar internet performance issue coming from the same "node", which serves hundreds of people in the area.
A few days later a "bucket team" member knocked on our door and reported he had been up in the "bucket" checking out the "node" and other junction boxes on utility poles. He found some vital connectors that could have been 30 years old by the looks of them and were likely the cause. He replaced all the old connectors and took before/after shots for his report.
Since then we haven't had internet issues. It's only been 4 days, but it used to act up multiple times a day.