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Internet connectivity issues since upgrading to gigabit service

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Regular Visitor

Internet connectivity issues since upgrading to gigabit service

I recently upgraded to the xfinity gigbit service and have been experiencing consistent connectivity issues thorughout the day ever since. This is particularly painful when on Zoom meetings. I've worked with Xfinity support three times now. Each time they did the usual modem reset, signal check, factory reset, etc...  A technician came to the house to check the signal and didn't detect any issues. I've removed all splitters from the line and generally see healthy stats (SNR, power) on the modem. However, the issues persist and happen regularly throughout the day, everyday.

 

One thing I have noticed is when the issues happen, they consistently align with "MDD message timeout" messages in the modem logs. And often I also see a short dip in the SNR numbers.

 

The following is my modem when things are healthy:

 

(https://i.imgur.com/20gs5lP.png)

 

 

The following is a snapshot of the modem stats when I'm eperienceing connectivity issues:

 

(https://i.imgur.com/5FnUfni.png)

 

 

Finally, the following is a snashot of my logs which show the "MDD message timeout" messages whcih correlate directly to the issues:

 

(https://i.imgur.com/MVcvsbV.png)

 

 

 

My modem is a Netgear CM1100 running firmware version V6.01.07.

 

This is extremely frustrating and support has not been helpful despite ensuring me it will be escalated and addressed. I see that others have experienced similar issues on these forums but I haven't seen a specific solution. Any help would be appreciated!

Thanks!

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Regular Visitor

Re: Internet connectivity issues since upgrading to gigabit service

Finally got the images working. Any ideas on this issue?

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New Poster

Re: Internet connectivity issues since upgrading to gigabit service

I am also having issue my download speed chanage from 30Mbps to 500Mbps throughout the date.

I also see bounch of MDD message timeout; log messages on Netgear CM1100.

Were you able to get this issue resolved?

I talked to support guy 5+ times and it is just running around the circle.

I even rented modem from Comcast and that worked ok for one week or so, then it started getting 30Mbps download speed as well with their modem.