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Incredibly slow speeds - Fed up with lack of support

sross4444
New Poster

Incredibly slow speeds - Fed up with lack of support

I have the Gigabit plan and I'm using my own Docsis 3.1 (Arris T25) modem. A month ago, I started noticing speeds in the 80-120 mbps and a tech came out. That day miraculously it was up to like 500 mbps, still not what I'm paying for but better. Fast forward to about 2 weeks ago. I'm sitting on speeds in the 15-20 mbps range.  A tech came out told me it was the line from the node to my house looked good and that he was seeing the same speeds as mine. That there was probably just someone with a bad connection on the node severely slowing me down. He'd put in a ticket and it'd be fixed within a day or two. Well now, all this time later, still not fixed and it's even slower. I called tech support again and A) they can't even see where he put a ticket in to have someone fix the node B) all they kept saying was you need a Comcast modem (BS.... It worked fine before). ANOTHER tech is coming out in a few days but I can definitely see this getting worse. NOBODY seems to be able to fix it. 

 

Wish there was something I could miraculously do to make my internet speeds better and not have to deal with Comcast. If there was ANY alternative at all... I'd drop Comcast in a heartbeat. It's ridiculous to me that they continue to make me pay for a product that I'm receiving 1/10 of what I pay for without any urgency to fix it. 

 

Any ideas on what to do would be appreciated. Or better yet if someone from Comcast is listening... PLEASE HELP. 

sross4444
New Poster

Re: Incredibly slow speeds - Fed up with lack of support

From The Event Log: Looks like something is way off:

 

Date TimeEvent IDEvent LevelDescription
2/3/2021 18:44840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44740101006CM-STATUS message sent. Event Type Code: 5; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44740101006CM-STATUS message sent. Event Type Code: 2; Chan ID: 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44740101006CM-STATUS message sent. Event Type Code: 2; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44740101006CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44740101006CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44740101006CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44740101006CM-STATUS message sent. Event Type Code: 5; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44740101006CM-STATUS message sent. Event Type Code: 2; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:44840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45740101006CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45740101006CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45740101006CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45740101006CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45740101006CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45740101006CM-STATUS message sent. Event Type Code: 1; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45740101006CM-STATUS message sent. Event Type Code: 1; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45740101006CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45740101006CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:45740101006CM-STATUS message sent. Event Type Code: 2; Chan ID: 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46740101006CM-STATUS message sent. Event Type Code: 1; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46740101006CM-STATUS message sent. Event Type Code: 1; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46740101006CM-STATUS message sent. Event Type Code: 2; Chan ID: 16; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46840005003SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46740101006CM-STATUS message sent. Event Type Code: 5; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46740101006CM-STATUS message sent. Event Type Code: 2; Chan ID: 10; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46740101006CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46840202005Lost MDD Timeout;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
2/3/2021 18:46740101006CM-STATUS message sent. Event Type Code: 2; Chan ID: 24; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:11:66:15;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
sross4444
New Poster

Re: Incredibly slow speeds - Fed up with lack of support

Here are my upstream and downstream levels:

 

Downstream QAM

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 12435.00 MHz8.90 dBmV33.72 dB256QAM17138781412189402762558
Downstream 21429.00 MHz8.80 dBmV33.83 dB256QAM188046359623462140693
Downstream 33441.00 MHz9.20 dBmV33.72 dB256QAM1710004412868683128521
Downstream 44447.00 MHz9.40 dBmV33.49 dB256QAM1689386415275113833361
Downstream 55453.00 MHz9.30 dBmV33.38 dB256QAM1373248216874214491665
Downstream 66459.00 MHz9.30 dBmV33.27 dB256QAM1054897019304725350661
Downstream 77465.00 MHz9.00 dBmV33.38 dB256QAM1256803422055426386338
Downstream 88471.00 MHz8.90 dBmV33.06 dB256QAM8361164625679537707252
Downstream 99477.00 MHz9.00 dBmV33.06 dB256QAM1227666026349508461199
Downstream 1010483.00 MHz9.00 dBmV32.87 dB256QAM11112151302641610015535
Downstream 1111489.00 MHz9.30 dBmV32.87 dB256QAM10511493319754911091069
Downstream 1212495.00 MHz9.40 dBmV32.77 dB256QAM10335226353818012725790
Downstream 1313519.00 MHz10.20 dBmV32.50 dB256QAM3870099486295320595041
Downstream 1414525.00 MHz10.10 dBmV32.50 dB256QAM3635439531503523249471
Downstream 1515531.00 MHz9.70 dBmV32.58 dB256QAM56295388552370225068888
Downstream 1616537.00 MHz9.60 dBmV32.24 dB256QAM2201788620513828962009
Downstream 1718549.00 MHz9.50 dBmV31.99 dB256QAM48581243696756134435673
Downstream 1819555.00 MHz9.50 dBmV32.07 dB256QAM2544292738334537410573
Downstream 1920561.00 MHz9.60 dBmV32.15 dB256QAM2073639755968939543108
Downstream 2021567.00 MHz9.80 dBmV32.15 dB256QAM1738269786287242350996
Downstream 2122573.00 MHz10.10 dBmV31.92 dB256QAM1389145834405745786510
Downstream 2223579.00 MHz10.30 dBmV31.84 dB256QAM1315699863208948906398
Downstream 2324585.00 MHz10.30 dBmV31.69 dB256QAM1053623907709552659499
Downstream 2425591.00 MHz10.50 dBmV31.47 dB256QAM1463153947828456154167
Downstream 2526597.00 MHz10.10 dBmV31.27 dB256QAM1363692993127860554039
Downstream 2627603.00 MHz10.10 dBmV31.20 dB256QAM15659701009166962831110
Downstream 2728609.00 MHz9.90 dBmV31.07 dB256QAM10542601056368367379996
Downstream 2829615.00 MHz9.70 dBmV31.07 dB256QAM7587831085252470274453
Downstream 2931627.00 MHz9.70 dBmV30.76 dB256QAM6711071156373678641220
Reset FEC Counters

Downstream OFDM

 FFT TypeChannel Width(MHz)# of Active SubcarriersFirst Active Subcarrier(MHz)Last Active Subcarrier(MHz)Average RxMER(dB)
PilotPLCData
Downstream 24K941880661754474241
 

Upstream QAM

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1123.70 MHz33.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2417.30 MHz33.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 3336.50 MHz33.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4230.10 MHz33.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM

Upstream OFDM

 FFT TypeChannel Width(MHz)# of Active SubcarriersFirst Active Subcarrier(MHz)Last Active Subcarrier(MHz)Tx Power(dBmV)

 

EG
Expert

Re: Incredibly slow speeds - Fed up with lack of support

The SNR's are way too low / out of spec. Looks like there is noise leaking into the lines somewhere. You may want to get the techs re-involved until it is fixed properly. Good luck with it !

 

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.
Good luck !



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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sross4444
New Poster

Re: Incredibly slow speeds - Fed up with lack of support

What should they be? Also, I've had techs out here... who have told me there's noise coming from the node. However he supposedly did escalate it and NOTHING was done about it. That's the problem. Something is way out of whack and it's not good. I'm overly frustrated at this point. 

EG
Expert

Re: Incredibly slow speeds - Fed up with lack of support

A minimum of at least 35dB. And higher is better. Mine is 42 dB.


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
sross4444
New Poster

Re: Incredibly slow speeds - Fed up with lack of support

Ok, I'lll keep that in mind. As of now, the internet just crapped out completely. No service whatsoever. This is nuts! 

sross4444
New Poster

Re: Incredibly slow speeds - Fed up with lack of support

Only 7 downstream channels are showing... what could be the cause of that? I believe I'm supposed to have 32? 

 

Downstream QAM

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 16459.00 MHz5.70 dBmV33.60 dB256QAM183156914051861107493
Downstream 27465.00 MHz5.40 dBmV33.60 dB256QAM2177663669991060285
Downstream 39477.00 MHz5.40 dBmV33.27 dB256QAM163177684565591467547
Downstream 410483.00 MHz5.70 dBmV32.96 dB256QAM2086075156831732140
Downstream 511489.00 MHz6.20 dBmV32.96 dB256QAM2070255504031952661
Downstream 612495.00 MHz6.60 dBmV32.87 dB256QAM2992436162492217577
Downstream 717543.00 MHz6.30 dBmV31.99 dB256QAM9375011116465323917
Reset FEC Counters

Downstream OFDM

 FFT TypeChannel Width(MHz)# of Active SubcarriersFirst Active Subcarrier(MHz)Last Active Subcarrier(MHz)Average RxMER(dB)
PilotPLCData
Downstream 24K941880661754474041
 

Upstream QAM

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1123.70 MHz36.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2417.30 MHz35.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 3336.50 MHz36.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4230.10 MHz36.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM

Upstream OFDM

 FFT TypeChannel Width(MHz)# of Active SubcarriersFirst Active Subcarrier(MHz)Last Active Subcarrier(MHz)Tx Power(dBmV)



 Status
EG
Expert

Re: Incredibly slow speeds - Fed up with lack of support

Noise ingress can cause the un-bonding / loss of the locked status of channels,



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Was your question answered? Mark the post as Best Answer!