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Getting between 15-20 mpbs on 125 mpbs service

New Poster

Getting between 15-20 mpbs on 125 mpbs service

I have 125 mpbs service.  I am now getting 15-20 mpbs.  I noticed 2 weeks ago that the box the line goes into was left open and flags were placed near another service box in the yard.

 

I used this to test the speed FYI https://speedtest-beta.xfinity.com/

 

I had a tech come out and replace the line, which fixed my packet loss issues (rubberbanding in games-unplayable).  I however am still not getting the rated speed.  Normally when I download it would be at 10 mb/s, but am only able to peak at 2 mb/s.  I still am getting 15-20 mpbs on the speed test.  I have no clue where to go from here short of canceling service.  I am using a SB6141 arris motorola modem which I own and was on the list of accepted modems.  Added a photo of my modem info at the bottom.  If there is anything else needed to troubleshoot this please let me know.

 

comcastphoto.jpg

New Poster

Re: Getting between 15-20 mpbs on 125 mpbs service

 

 

Channel ID 10  13  14  15  16  17  18 
Frequency 549000000 Hz  543000000 Hz  567000000 Hz  573000000 Hz  579000000 Hz  585000000 Hz  591000000 Hz  597000000 Hz 
Signal to Noise Ratio 37 dB  37 dB  37 dB  37 dB  37 dB  37 dB  37 dB  37 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
9 dBmV   9 dBmV   8 dBmV   8 dBmV   8 dBmV   8 dBmV   9 dBmV   9 dBmV  

 

Upstream Bonding Channel Value
Channel ID
Frequency 29400000 Hz  35800000 Hz  23000000 Hz  16600000 Hz 
Ranging Service ID 12919  12919  12919  12919 
Symbol Rate 5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
Power Level 36 dBmV  37 dBmV  35 dBmV  35 dBmV 
Upstream Modulation [2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
Ranging Status Success  Success  Success  Success 

 

Signal Stats (Codewords) Bonding Channel Value
Channel ID 10  13  14  15  16  17  18 
Total Unerrored Codewords 2108091777  2108108705  2108099997  2108116800  2108084342  2108085418  2108086537  2108084096 
Total Correctable Codewords 20  43  24  80  433 
Total Uncorrectable Codewords 666  522  597  607  677  700  729  627 
New Poster

Re: Getting between 15-20 mpbs on 125 mpbs service

I have also tried being directly hardwired to the modem with the same issue.  Normally I have a r8500 router connected to the modem.

Official Employee

Re: Getting between 15-20 mpbs on 125 mpbs service

Greetings Trogdor469! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day. I apologize to hear you are not getting your advertised speed. That's certainly frustrating. I would like to look further into this issue and see what could be going on. Can you please send me a PM with your first and last name so I may further assist you?

 

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


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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New Poster

Re: Getting between 15-20 mpbs on 125 mpbs service

I have sent you a PM.

New Poster

Re: Getting between 15-20 mpbs on 125 mpbs service

I did another speed test and now I am getting 175-180 mpbs.  My internet seems to be working fine now.  I noticed on the logs for my modem that I was getting alot of  no ranging response t3/sync error/t4 messages that ended on the 16th after the cable was replaced.  Thank you for your help.

Official Employee

Re: Getting between 15-20 mpbs on 125 mpbs service

I'm glad I was able to assist you with your internet issue, Trogdor469. If you ever need further assistance don't hesitate to reach out to us.


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!