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CM500 Connection Issues

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New Poster

CM500 Connection Issues

My internet connection has been bad the past few days (upload speeds of 0.05 mbps), and working remote has been impossible (I am on my own hotspot). Xfinity sent a tech who told me it was my modem, but I have no uncorrectables and I know it is common practice for Xfinity to blame independent modems and never fix the problem. I need to be able to use my internet as my office has transitioned to 100% WFH. Any advice based on the below?

 

Event Log and Modem Status:

 

https://imgur.com/Dxni7bd

 

https://imgur.com/BTg6VFy

 

Event Log.PNG

Modem Status.png

  

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Expert

Re: CM500 Connection Issues

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.

Or copy all of the text of the status page and paste it into the body of your next post here.



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New Poster

Re: CM500 Connection Issues

Done, thank you!
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Expert

Re: CM500 Connection Issues

The power levels and SNR's are o/k. Is there a router / WiFi in the mix ? 

 

If so, for a test, does a computer / device hardwired directly to the CM500 have the same problem ?



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Re: CM500 Connection Issues

There is a router in the mix, a nighthawk AC1750. I do not have the ability to plug directly into the modem. I am sure it is a modem problem because the tech said all my connections were good, but for some reason 4 of my channels had bad 'flux.'

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Expert

Re: CM500 Connection Issues

That sounds more like a line / signal / connection quality problem.



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Re: CM500 Connection Issues

I am almost positive it is a line/service issue: I have full upstream lock but 0mbps upload speed right now. I am having another tech out this weekend to look at it. Is there any way we can escalate this?

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Expert

Re: CM500 Connection Issues

It doesn't get any better than this weekend.. Good luck with it ! Please post back with how things turn out.

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.

 

 



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Re: CM500 Connection Issues

Is it possible to sepcifically request a Tech 3?

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Expert

Re: CM500 Connection Issues

Not sure what a "tech 3 " is but nope. Do you mean a line / network maintenance tech ? If so, as I stated, only the premises facing techs can escalate higher.


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