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Downstream issues?

MoisesA
Regular Visitor

Downstream issues?

I've been having issues for months now with low internet speeds. In recent weeks the issue has gotten worse and I am only receiving 33Mbps down, which is nowhere near the 200Mbps of the plan I'm on. This is regardless of if on routers WiFI, ethernet to router or ethernet directly to modem. # of devices connected does not seem to have any impact either. 

I've spoken to a couple reps via the chat but they only seem to reccomend restarting the modem (Netgear CM600,  purchased ~6 months ago due to similar issues at the time) which I've done dozens of times by now. Factory reset has also been done a couple times to no avail. 

A technician was supposed to have been out today 1-4 PM, but I guess arrived at 12 instead when I was out of the house. (I only found this out when I spoke to another rep via the chat as I thought the tech had been a no-show.) The chat rep could only confirm he wasn't able to fix the issue in any case, with no further info about what exactly was done/investigated.

I've read through the long and helpful Internet Troubleshooting Tips and did locate and removed an uneccesary splitter as reccomended. This brought me back to 200 Mbps but it seems the 'fix' was only temporary as I'm back to 33 Mbps only a couple hours later. 

I now think it might be a downstream power level issues after reading other similar posts and doing a bit of googling, but I don't know enough about this to be 100% certain. 

Hoping someone can help or point me in the right direction. I've included what my modems "Cable Connection" section shows below: 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 471000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only
 
<tabindex=-1>Downstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 5 471000000 Hz -10.6 dBmV 39.6 dB 0 0
2 Locked QAM256 1 447000000 Hz -9.1 dBmV 39.9 dB 0 0
3 Locked QAM256 2 453000000 Hz -10.3 dBmV 39.8 dB 0 0
4 Locked QAM256 3 459000000 Hz -8.8 dBmV 40.1 dB 0 0
5 Locked QAM256 4 465000000 Hz -9.5 dBmV 39.9 dB 0 0
6 Locked QAM256 6 477000000 Hz -7.7 dBmV 40.4 dB 0 0
7 Locked QAM256 7 483000000 Hz -10.5 dBmV 39.7 dB 0 0
8 Locked QAM256 8 489000000 Hz -12.9 dBmV 38.4 dB 0 0
9 Locked QAM256 9 495000000 Hz -16.4 dBmV 35.6 dB 0 0
10 Locked QAM256 10 507000000 Hz -17.6 dBmV 33.6 dB 0 0
11 Locked QAM256 11 513000000 Hz -20.5 dBmV 32.7 dB 0 0
12 Locked QAM256 12 519000000 Hz -18.8 dBmV 33.9 dB 0 0
13 Locked QAM256 13 525000000 Hz -13.1 dBmV 37.6 dB 0 0
14 Locked QAM256 14 531000000 Hz -14.8 dBmV 36.8 dB 0 0
15 Locked QAM256 15 537000000 Hz -17.0 dBmV 35.4 dB 0 0
16 Locked QAM256 16 543000000 Hz -17.8 dBmV 33.9 dB 0 0
17 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
18 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
19 Locked QAM256 19 561000000 Hz -18.7 dBmV 33.2 dB 0 0
20 Locked QAM256 20 567000000 Hz -19.2 dBmV 33.1 dB 0 0
21 Locked QAM256 21 573000000 Hz -23.4 dBmV 29.7 dB 0 0
22 Locked QAM256 22 579000000 Hz -21.0 dBmV 31.7 dB 0 0
23 Locked QAM256 23 585000000 Hz -22.8 dBmV 29.8 dB 0 0
24 Locked QAM256 24 591000000 Hz -23.2 dBmV 29.4 dB 0 0
 
<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 5120 Ksym/sec 29400000 Hz 45.3 dBmV
2 Locked ATDMA 5 5120 Ksym/sec 35800000 Hz 48.3 dBmV
3 Locked ATDMA 7 5120 Ksym/sec 23000000 Hz 43.8 dBmV
4 Locked ATDMA 8 5120 Ksym/sec 16600000 Hz 43.8 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
 
CCAndrew
Diamond Problem Solver

Re: Downstream issues?

It is downstream issues, how many splitters before your modem? Check/post levels again at point of entry to compare levels. So you’ll know it’s an inside vs outside issue

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MoisesA
Regular Visitor

Re: Downstream issues?

Thanks for the quick reply!

The only splitter in place was the one I removed. Currently it's straight coax from wall to modem.
EG
Expert

Re: Downstream issues?

Then you need to get a tech out to investigate / correct the problem.



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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MoisesA
Regular Visitor

Re: Downstream issues?

OK, I'll see if they can send another tech out.

Would checking for downstream power issues have been something the previous tech should have checked for? Or do I need to specifically request they do so?

CCAndrew
Diamond Problem Solver

Re: Downstream issues?

If the technician came out and checked levels at the tap and if they were good, what else could they do if they can’t get inside to compare with what you’re registering inside? As suggested above, you need another tech out. Have the techs call you enroute, so you can make sure you’re home.

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
MoisesA
Regular Visitor

Re: Downstream issues?

Second tech came out today and replaced the line to our house. Issue is now solved.