Gigabit plan getting upload speed of .22 MBPS

[Cinnadon]

Hi all. I appreciate any response and apologize for any details I miss.

I recently upgraded to gigabit from xfinity, upon receiving the Xfi gateway (not gen 3) box, I was getting 600-800 down and 30-40 up. I know I will never get a full 1gb down and I'm fine with that.

After 2 weeks I would start to get 200 down and 2-3 up included with not broadcasting a Ipv6 signal. After countless calls to Customer Service they told me to exchange my Xfi gateway for a gen 3 box. No store in my area had one, so the store gave me another standard XFI gateway (black in color). I then went through 3 seperate XFI gateway modem/routers that each one gave out NO internet. I knew they refurbish these, but this was fustrating.

After more calls to customer service and driving back and forth to 3 xfinity shops in my area (chicago). I decided to just get my own modem/router that would be able to handle this. I purchased a Asus CM 32, hooked it up, called to get it activated, and I finally had internet again. Problem is, after a couple days of decent speeds (600-700 down 10 up), I'm back to 200-300 down and now its 0.5-3 up. Comcast was supposed to send out a tech last week to check the lines outside, but nobody has called me back.

I'm at a loss here, I can post any information that would help if anyone has any idea!

Also worth mentioning, I've tried on multiple PC's, both hardwired directly to the modem. Cat5E cable. Wifi gets even less download speed (40 down 1 up) no matter distance to the router and no difference from 2.4 ghz to 5ghz.

[EG]

Not sure what the original problem was but as an FYI, the Asus CM32 is not compatible with the gigabit speed tier. It is only a DOCSIS 3.0 capable device. A DOCSIS 3.1 device is necessary for gig.

[Cinnadon]

Thank you, i know it is not docsis 3.1, but shouldnt it still get upload speeds quicker than what I'm receiving? I know it still has a max upload speed past what i have. If getting a docsis 3.1 modem would fix it I'm open to correcting.

[EG]

Yes. It theoretically it should get faster upload speed. They will not provision a DOCSIS 3.0 device for the gig speed tier. They do not have a boot / config file for it. A DOCSIS 3.0 device will automatically default to using a slower speed tier config file.

Why would one pay for gig and not use the required device for it ?

[Cinnadon]

Hi.

I've tried to use the gear necessary for it from Xfinity , but after getting 3 bad Xfi Gateway boxes from Xfinity I decided to try to get my own equipment to get internet in my house because i had none for days and need it for work. The rep i spoke with to activate claimed this model was approved by comcast for the plan I had, so I was under the assumption even though it was not 3.1 I would at least be getting speeds somewhat comparible to the plan I'm paying for.

If getting a 3.1 will truly solve the issue, or if that is the nagging reason for the terrible upload speed, I of course would be willing to. 

[EG]

The rep was wrong. Good luck !

[Cinnadon]

Thank you very much for your time. I will get a 3.1 updated router. I appreciate your help !

[Cinnadon]

Hi all, back again already.

Purchased a netgear nighthawk AC3200 3.1 router, got it activated and had great speeds (800 down 40 up).

Went and played maybe 30 minutes of the new call of duty, and I'm right back to 100-200 down and .5 up. I'm at a loss here, this is on multiple PC's all hardwired (one not for gaming). Any other ideas  ? I can post whatever information is needed. I'm going to let the modem run all night and post the event log in the morning, I already have the following 

"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;"

[Cinnadon]

Adding more information. In the morning so far speeds are back to normal, I will check throughout the day, I'm guesing noise in the line or something in the area node. There are no splitters on the house from a direct line from the pole. 

Posting downstream and upstream stats below. these are current (when internet is good). I will also post the event log below that.

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectabables 1 Locked QAM256 29 651000000 Hz 2.8 dBmV 44.6 dB 0 0 2 Locked QAM256 1 483000000 Hz 3.0 dBmV 45.5 dB 0 0 3 Locked QAM256 2 489000000 Hz 3.1 dBmV 45.7 dB 0 0 4 Locked QAM256 3 495000000 Hz 3.1 dBmV 45.8 dB 0 0 5 Locked QAM256 4 501000000 Hz 3.2 dBmV 45.4 dB 0 0 6 Locked QAM256 5 507000000 Hz 3.2 dBmV 45.6 dB 0 0 7 Locked QAM256 6 513000000 Hz 3.2 dBmV 45.8 dB 0 0 8 Locked QAM256 7 519000000 Hz 3.3 dBmV 45.4 dB 0 0 9 Locked QAM256 8 525000000 Hz 3.3 dBmV 45.0 dB 0 0 10 Locked QAM256 9 531000000 Hz 3.2 dBmV 44.9 dB 0 0 11 Locked QAM256 10 537000000 Hz 3.3 dBmV 45.4 dB 0 0 12 Locked QAM256 11 543000000 Hz 3.3 dBmV 45.3 dB 0 0 13 Locked QAM256 12 549000000 Hz 3.1 dBmV 45.2 dB 0 0 14 Locked QAM256 13 555000000 Hz 3.2 dBmV 45.4 dB 0 0 15 Locked QAM256 14 561000000 Hz 3.3 dBmV 45.1 dB 0 0 16 Locked QAM256 15 567000000 Hz 2.9 dBmV 45.3 dB 0 0 17 Locked QAM256 16 573000000 Hz 3.0 dBmV 44.7 dB 0 0 18 Locked QAM256 17 579000000 Hz 3.0 dBmV 45.2 dB 0 0 19 Locked QAM256 18 585000000 Hz 2.8 dBmV 44.9 dB 0 0 20 Locked QAM256 19 591000000 Hz 3.1 dBmV 44.9 dB 0 0 21 Locked QAM256 20 597000000 Hz 3.0 dBmV 44.7 dB 0 0 22 Locked QAM256 21 603000000 Hz 2.9 dBmV 44.9 dB 0 0 23 Locked QAM256 22 609000000 Hz 3.0 dBmV 44.7 dB 0 0 24 Locked QAM256 23 615000000 Hz 2.8 dBmV 44.9 dB 0 0 25 Locked QAM256 24 621000000 Hz 2.9 dBmV 44.8 dB 0 0 26 Locked QAM256 25 627000000 Hz 3.0 dBmV 44.5 dB 0 0 27 Locked QAM256 26 633000000 Hz 2.7 dBmV 44.6 dB 0 0 28 Locked QAM256 27 639000000 Hz 2.8 dBmV 44.6 dB 0 0 29 Locked QAM256 28 645000000 Hz 2.8 dBmV 44.2 dB 0 0 30 Locked QAM256 30 657000000 Hz 3.1 dBmV 44.7 dB 0 0 31 Locked QAM256 31 663000000 Hz 2.9 dBmV 44.4 dB 0 0 32 Locked QAM256 32 669000000 Hz 3.0 dBmV 43.8 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 4 5120 Ksym/sec 16600000 Hz 35.5 dBmV 2 Locked ATDMA 2 5120 Ksym/sec 29400000 Hz 36.3 dBmV 3 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 36.3 dBmV 4 Locked ATDMA 1 5120 Ksym/sec 35800000 Hz 36.8 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV

Time	Priority	Description
2020-08-11, 21:42:48	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 18:36:22	Critical (3)	Resetting the cable modem due to docsDevResetNow
2020-08-11, 18:05:21	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 17:55:39	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

[Cinnadon]

Hi all!

I had a tech come out and replace the line from the pole to my house. Per usual, everything was great in the morning, but once I logged on later in the day (9PM), my upload speed went back to a crawl. Here is the current upstream bonded channels. @EG sorry to tag you directly. But any other ideas or something i can tweak on my side?

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 2 5120 Ksym/sec 29400000 Hz 36.3 dBmV 2 Locked ATDMA 1 5120 Ksym/sec 35800000 Hz 36.8 dBmV 3 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 36.3 dBmV 4 Locked ATDMA 4 5120 Ksym/sec 16600000 Hz 35.5 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV

[Cinnadon]

Hi all. I've posted before but starting a new thread for help. This issue has been going on for 3+ weeks and I'm at my wits end. I will try to summarize everything that has been done.

I have gigabit internet service from comcast. During the day my connection is great (800-900 download 30-40 upload), but after around 5pm every day my download drops to 300-400 and upload drops to .5 to 1.0. This causes nearly everything on my network to tank.

I have two PC's hardwired (Cat5e) directly to my modem. My Modem is now a Netgear Nighthawk AC3200 3.1 docsis modem. Im on my seventh modem in total (4 bad gateway Xfi's) and a 3.0 that was not supported. Wifi Speeds are affected as well after 5pm.

I have had three tech visits so far, the first one checked the line outside, the last two visits both replaced the line from the pole to my house so everything from the alley to my house is new. Neither have improved the problem. I have spent every night the last week trying to talk through tech support and customer service to get an answer, but everyone i talk to creates tickets just for me to find out later that they were closed and they reccomend i contact netgear which i do not think is the problem (ticket # CR921421028 for example). I have been asking for someone to check the CMTS or nodes in the area as I beleive there may be noise in the lines but I'm not a network tech, so I'm not certain.

Below I will post my router info and some of the errors i had last week. I appreciate any help.

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectabables 1 Locked QAM256 1 483000000 Hz 2.4 dBmV 45.3 dB 0 0 2 Locked QAM256 2 489000000 Hz 2.4 dBmV 45.3 dB 0 0 3 Locked QAM256 3 495000000 Hz 2.5 dBmV 45.2 dB 0 0 4 Locked QAM256 4 501000000 Hz 2.6 dBmV 45.1 dB 0 0 5 Locked QAM256 5 507000000 Hz 2.6 dBmV 45.1 dB 0 0 6 Locked QAM256 6 513000000 Hz 2.6 dBmV 44.8 dB 0 0 7 Locked QAM256 7 519000000 Hz 2.6 dBmV 45.0 dB 0 0 8 Locked QAM256 8 525000000 Hz 2.7 dBmV 45.1 dB 0 0 9 Locked QAM256 9 531000000 Hz 2.6 dBmV 44.9 dB 0 0 10 Locked QAM256 10 537000000 Hz 2.7 dBmV 44.9 dB 0 0 11 Locked QAM256 11 543000000 Hz 2.6 dBmV 44.9 dB 0 0 12 Locked QAM256 12 549000000 Hz 2.5 dBmV 44.7 dB 0 0 13 Locked QAM256 13 555000000 Hz 2.5 dBmV 44.7 dB 0 0 14 Locked QAM256 14 561000000 Hz 2.5 dBmV 44.7 dB 0 0 15 Locked QAM256 15 567000000 Hz 2.4 dBmV 44.7 dB 0 0 16 Locked QAM256 16 573000000 Hz 2.3 dBmV 44.3 dB 0 0 17 Locked QAM256 17 579000000 Hz 2.3 dBmV 44.5 dB 0 0 18 Locked QAM256 18 585000000 Hz 2.3 dBmV 44.5 dB 0 0 19 Locked QAM256 19 591000000 Hz 2.3 dBmV 44.4 dB 0 0 20 Locked QAM256 20 597000000 Hz 2.4 dBmV 44.4 dB 0 0 21 Locked QAM256 21 603000000 Hz 2.2 dBmV 44.3 dB 0 0 22 Locked QAM256 22 609000000 Hz 2.2 dBmV 44.3 dB 0 0 23 Locked QAM256 23 615000000 Hz 2.2 dBmV 44.2 dB 0 0 24 Locked QAM256 24 621000000 Hz 2.1 dBmV 44.1 dB 0 0 25 Locked QAM256 25 627000000 Hz 2.2 dBmV 44.0 dB 0 0 26 Locked QAM256 26 633000000 Hz 2.1 dBmV 44.0 dB 0 0 27 Locked QAM256 27 639000000 Hz 2.2 dBmV 44.1 dB 0 0 28 Locked QAM256 28 645000000 Hz 2.0 dBmV 44.0 dB 0 0 29 Locked QAM256 29 651000000 Hz 2.3 dBmV 43.9 dB 0 0 30 Locked QAM256 30 657000000 Hz 2.1 dBmV 43.9 dB 0 0 31 Locked QAM256 31 663000000 Hz 2.2 dBmV 43.8 dB 0 0 32 Locked QAM256 32 669000000 Hz 2.3 dBmV 43.3 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 2 5120 Ksym/sec 29400000 Hz 35.3 dBmV 2 Locked ATDMA 1 5120 Ksym/sec 35800000 Hz 35.5 dBmV 3 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 35.0 dBmV 4 Locked ATDMA 4 5120 Ksym/sec 16600000 Hz 34.3 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV

Time	Priority	Description
2020-08-11, 21:42:48	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 18:36:22	Critical (3)	Resetting the cable modem due to docsDevResetNow
2020-08-11, 18:05:21	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2020-08-11, 17:55:39	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:90:f0:34:01:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=44:a5:6e:b4:ca:f8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

[EG]

The signal stats are o/k but the error log entries indicate 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 will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

[ComcastAmira]

Hello @Cinnadon, thanks for reaching out to our Digital Care Team through our Forums page. We appreciate you being a customer with us and I'm sorry to hear about the speed issues you have been experiencing. I can imagine how frustrating and inconvenient it is to not be receiving the speeds you're paying for. We definitely want to get to the bottom of this so that you can go back to enjoying the speeds you're supposed to be getting. I would love to assist you with this and any other service issues or concerns. 

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". 

[Cinnadon]

@ComcastAmira @EG 

Amira, I sent my information last friday and have not received a response.

I had yet another tech come out to my house on 8/22 and he agree's it is an ingress noise issue in my area. I asked xfinity support today for an update on the job number and they told me it had been resolved and that my account has no tickets open. The problem is still happening as I type this.

Please any help I can get would be appreciated, I'm at my wits end. I would love to not be such a pain, but every time I get a tech or a job number, customer service tells me its closed and the problem is not resolved.

[Cinnadon]

@ComcastAmira @EG 

Following up. Ive called the customer support number multiple times, the job number I was given by the tech on 8/22 , all of the support team cannot give me any updates on it and refuse to help me. The speeds have gotten even worse and I'm now unable to keep a consistent connection after 5-6PM CST. This is costing me every day as I'm unable to work. I spent 2 hours this morning on the xfinity support chat and another hour on the phone with customer service and nobody has been able to give me any information or updates. Everyone ive spoken with continues to tell me my ticket numbers show "closed and problem resolved". The problem has only gotten worse.

I hope to get some information ASAP. After an hour of arguing today, the CSR rep stated someone would call me within 24-48 hours from the advanced tech support, but this is the third time ive been told this with zero call back to my number. I need assistance here.

thank you.

[EG]

I'm going to re-escalate your issue.

[ComcastAmira]

Hello @Cinnadon, my deepest apologies for the delay, as I have been out of the office. I am back and have responded to your private message. I look forward to hearing back from you so that we can determine the underlying cause of these slow speeds. 

Thanks for your continued patience!