Hi, I've been having very slow internet speeds and frequent droppin/outages since April 2019 and wondered if someone on this forum might be able to assist. If I power cycle the modem and router, sometimes the download speed increases dramitically, but then degrades over a short time (a few mintues or hours). I've connected the modem directly to multiple computers (bypassing the router) and tested the speed and no improvement. I have internet service download speed up to 60 Mbps and am lucky to get over 2 Mbps on a consistent basis.
I had a Xfinity tech come over a few months ago and reset the modem and the speed temporarily improved and claimed it all looked good from their end. I contacted the modem Cust. Service (Arris) and they reviewd the power levels and said I have a signal problem from Xfinity. The signal levels and error log screenshots are below.
Xfinity Performance Plus Service: 60/5 Mbps
Modem: Arris SB6183
Router: ASUS AC1900
The status is from 07/04/2019 and the corrected/uncorrectables are from about 12 hours since last power cycle.
Solved! Go to Solution.
Did Arris say what they thought the signal problem was?
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If you haven't already, please see Connection Troubleshooting Tips.
Thanks for having a look. Arris customer service noted the downstream SNR was too low (about 31 d and the hith number of corrected/uncorectables.
Here is a copy/paste of the modem status.
The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.
@dj100x wrote: ... Arris customer service noted the downstream SNR was too low (about 31 d and the hith number of corrected/uncorectables. ...
I agree with them. Recommend you have Comcast come back out, and insist they identify and correct the cause of the problem.
Since they didn't fix this the first time, there should be no charge for the revisit.
Greetings, dj100x! 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 of the issues you are having with the internet connection. That's certainly frustrating. I know it would drive me batty not having a reliable internet connection. I would like to look further into this issue. 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.
Thanks @ComcastMichael for your help with troubleshooting arranging a tech visit. It turned out to be a signal problem with the Xfinity line before the main line coming to our house. SNR levels are now in the low 40's db (from the low 30's) and the speed is back where it should be. Thanks!
I'm glad I was able to assist you in getting your speeds back to where they should be, dj100x. If you ever need further assistance don't hesitate to reach out to us.