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20Mbs to 30Mbs download speed in 250Mbs service

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20Mbs to 30Mbs download speed in 250Mbs service

Hello,

 

I have getting 20Mbs to 30Mbs download speed in 250Mbs service and will appreciate any help to resolve. Details below:

 

 

The cable modem is  Netgear CM1150V. What I  have tried:

 

1) Tried with Netgear CM1000 (1 month back) and got the 20Mbs to 30Mbs download speed. Spoke with xfinity rep, tried the reset,  power down and up etc.  multiple times, and could not figured out. I had to return the modem.

 

2) Just bought Netgear CM1150V for voice and it is also giving the same 20Mbs to 30Mbs speed.

 

3) Checked the cable for splitter and there is none. 

 

4) Performed the speed test  in a computer, directly connecting  the computer to the moden via  (different) CAT6 cables. The results are same - 20Mbs to 30 Mbs.

 

5)  House has two cables coming in.  Checked the cable connections and all seems to  be good.  Tried both, and the results are the same.

 

Please see below logs from modem. Appreciate the help and input to rectify the issue, Thanks in advance.

Startup Procedure    
Procedure Status Comment
Acquire Downstream Channel 639000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Disabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
   
 
   
Downstream Bonded Channels    
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 25 639000000 Hz 2.9 dBmV 41.7 dB 264 7
2 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
3 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
4 Locked QAM256 3 507000000 Hz -19 dBmV 27.7 dB 31036265 2829
5 Locked QAM256 4 513000000 Hz -9.8 dBmV 36.8 dB 304 268
6 Locked QAM256 5 519000000 Hz -3.9 dBmV 41.2 dB 338 1667
7 Locked QAM256 6 525000000 Hz 0.1 dBmV 43.1 dB 336 52
8 Locked QAM256 7 531000000 Hz 2.6 dBmV 43.6 dB 314 21
9 Locked QAM256 8 537000000 Hz 3.8 dBmV 43.6 dB 236 22
10 Locked QAM256 9 543000000 Hz 4.4 dBmV 43.5 dB 261 25
11 Locked QAM256 10 549000000 Hz 4.6 dBmV 43.3 dB 238 18
12 Locked QAM256 11 555000000 Hz 4.8 dBmV 43.3 dB 225 25
13 Locked QAM256 12 561000000 Hz 4.9 dBmV 43.3 dB 227 18
14 Locked QAM256 13 567000000 Hz 4.9 dBmV 43.1 dB 228 17
15 Locked QAM256 14 573000000 Hz 4.8 dBmV 43 dB 251 22
16 Locked QAM256 15 579000000 Hz 4.9 dBmV 43 dB 242 17
17 Locked QAM256 16 585000000 Hz 4.8 dBmV 42.8 dB 225 13
18 Locked QAM256 17 591000000 Hz 4.8 dBmV 42.9 dB 235 17
19 Locked QAM256 18 597000000 Hz 4.7 dBmV 42.7 dB 237 7
20 Locked QAM256 19 603000000 Hz 4.6 dBmV 42.6 dB 253 12
21 Locked QAM256 20 609000000 Hz 4.4 dBmV 42.4 dB 236 14
22 Locked QAM256 21 615000000 Hz 4.1 dBmV 42.5 dB 237 30
23 Locked QAM256 22 621000000 Hz 3.9 dBmV 42.3 dB 239 17
24 Locked QAM256 23 627000000 Hz 3.5 dBmV 42.1 dB 229 15
25 Locked QAM256 24 633000000 Hz 3.2 dBmV 41.9 dB 235 11
26 Locked QAM256 26 645000000 Hz 2.8 dBmV 41.3 dB 291 20
27 Locked QAM256 27 651000000 Hz 2.6 dBmV 41.5 dB 251 15
28 Locked QAM256 28 657000000 Hz 2.1 dBmV 41.3 dB 261 34
29 Locked QAM256 29 663000000 Hz 1.6 dBmV 41.2 dB 239 11
30 Locked QAM256 30 669000000 Hz 1.4 dBmV 41.1 dB 244 15
31 Locked QAM256 31 675000000 Hz 1.2 dBmV 40.7 dB 268 22
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
   
 
   
Upstream Bonded Channels    
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 35700000 Hz 34.8 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 35.3 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22700000 Hz 34.8 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16200000 Hz 34.8 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
   
 
   
Downstream OFDM Channels    
Channel Channel ID Indicator Subcarrier Zero Frequency Active Subcarrier Number Range Total Codewords Uncorrectable Codewords
1 159 Primary 611600000 Hz 1366 ~ 2729 497652496 59
2 0 other 0 Hz 0 ~ 0 0 0
   
 
   
Upstream OFDMA Channels    
Channel Upstream Is Muted Ranging Status Subcarrier Zero Frequency Active Subcarrier Number Range Symbols Per Frame Tx Power
1   Other 0 Hz 0 ~ 0 0 0 dBmV
2   Other 0 Hz 0 ~ 0 0 0 dBmV
   
 
   
Current System Time:Sun Feb 24 21:06:44 2019    
Time Text EndpointName
2019-02-24 16:32:42 DOCSIS-CONN-ERROR;CM not operational  
2019-02-24 16:14:02 DHCP ERRORFFER;REQUESTING;Option 122.3 contains invalid FQDN 0.0.0.0
Expert

Re: 20Mbs to 30Mbs download speed in 250Mbs service

Downstream channels 2-5 are giving some very strange numbers.  How long have you had service with Comcast and how long has this issue been going on? 

 


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New Poster

Re: 20Mbs to 30Mbs download speed in 250Mbs service

Hello, thanks for responding back. The service has been on since the last 6 months.  This has been going on for more than few months. I have  tried multiple modem including Netgear CM1000, CM1150V and also a rental modem from Xfinity, without any luck.

Diamond Problem Solver

Re: 20Mbs to 30Mbs download speed in 250Mbs service

I escalated this to a colleague to help schedule a tech to troubleshoot those 4 downstream channels @darkangelic mentioned if that’s the way that you want to go. If you have a way to bypass any splitters and hook up your modem directly to the line coming in and post your stats, it’ll go a long way to determine if it’s an inside or outside issue

I am a Retired Official Comcast Employee
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Official Employee

Re: 20Mbs to 30Mbs download speed in 250Mbs service

Hi there, SubuM. Welcome to the community! Thanks for reaching out here for support. I would be happy to schedule that technician visit for you. Please send me a private message with your name and we'll take a look at availability.

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.
 

Thank you. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

Re: 20Mbs to 30Mbs download speed in 250Mbs service

I ended up not hearing back from you on this, SubuM. I have completed the interaction. If you end up needing further assistance with this, feel free to send me that PM. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!