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Gigabit installed today - slow with millions of errors on the modem
Hi - my gigabit was installed today (Chicago suburbs) using a brandnew Motorol MB8600 connected to an edgerouter X gigabit router. The computer i am using is hardwired (gigabit) into the router and is the only device attached to Xfinity.
My upload speeds are well short of 940mb (download is fine), with the best i've seen via Speedtest.net being 320mbps down. I have no idea if this is normal or not, but cable modem is showing TONS of errors:
This is after four hours connected, with little actual usage.
Error log snippet on the modem:
| Time | Priority | Description | |||
| 18:33:47 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 5; Chan ID: 22 23 24 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:34:01 Mon Jul 20 2020 | Warning (5) | MDD message timeout;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:34:11 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 5; Chan ID: 22 23 24 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:34:15 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 4; Chan ID: 22 23 24 25 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:34:37 Mon Jul 20 2020 | Warning (5) | MDD message timeout;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:34:38 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 2; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:34:40 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 5; Chan ID: 22 23 24; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:34:43 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 5; Chan ID: 22 23 24 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:34:51 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 4; Chan ID: 22 23 24 25 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:35:19 Mon Jul 20 2020 | Warning (5) | MDD message timeout;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:35:20 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 5; Chan ID: 22 24 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:35:23 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 2; Chan ID: 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:35:25 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 5; Chan ID: 22 23 24 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:35:32 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 4; Chan ID: 22 23 24 25 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:35:39 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:35:47 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:36:20 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 5; Chan ID: 22 23 24 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:36:39 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:36:46 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 20; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:37:10 Mon Jul 20 2020 | Warning (5) | MDD message timeout;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; | |||
| 18:37:11 Mon Jul 20 2020 | Notice (6) | CM-STATUS message sent. Event Type Code: 4; Chan ID: 22 23 24 25 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:61:bc:7d;CMTS-MAC=00:01:5c:69:f4:4f;CM-QOS=1.1;CM-VER=3.1; |
There is little cabling in place for this run, and it is dedicated to just the cable modem. The cable comes from the pole, is connected to a ~75ft line to my office, whihc is terminated at an inside jack. A 10ft cable connects from the jack to the modem. The 75ft line may have been run by a directv installer a long while back, but it is now solely connected to the modem outlet (i confirmed this visually). The 10ft cable may be a cheap, home depot quality cable.
Any suggestions or tips? Could bad cabling drive that level of errors?
Thanks!
EG
Expert
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103.5K Messages
4 years ago
Please also post the upstream power level numbers.
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Fingolfin
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9 Messages
4 years ago
THank you!
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EG
Expert
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103.5K Messages
4 years ago
Those are good as well.
Even though the signal stats looked o/k at that snapshot in time, the error log entries and the bit errors confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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Fingolfin
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9 Messages
4 years ago
Thank you EG!
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XfinityAmira
Official Employee
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3.5K Messages
4 years ago
Hello @Fingolfin, thanks for reaching out to our Digital Care Team through our Forums page. We appreciate you being a customer and getting our Gigabit speeds installed. We definitely want you to be receiving the speeds you're paying for. I would love to further troubleshoot and assist you with this speed concern.
Can you please send me a Private Message including your first and last name as it appears on the account?
To send me a Private Message, please click my name “ComcastAmira” and click “Send a message".
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Fingolfin
Frequent Visitor
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9 Messages
4 years ago
Pm sent. Ty!
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Fingolfin
Frequent Visitor
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9 Messages
4 years ago
@ComcastAmira
I sent a PM on the 21st but have not had any reply.
This morning my Gibabit internet is speedtesting at 94mb down, 10% of what I am paying for. SInce installation it has never exceeded 400mb down in any testing.
Interesting, shortened the connection and removed a cable and am now largely error free on the modem, but the speed is still woefully inadequate. I tried Comcast internet once 8 years ago when we moved in, but cancelled within a month b/c it was unreliable and not performing. Tempting to consider that again, after 5 days. My uverse, while a fraction of this theoretical connection, is solid as a rock and performs to spec.
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XfinityAmira
Official Employee
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3.5K Messages
4 years ago
@Fingolfin, thanks for sending me a private message. I apologize for the delay as we are still pretty backed up due to COVID-19. We definitely want to find the underlying cause of this speed issue. I have responded to your private message and look forward to hearing back from you.
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