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Internet not working due to zero upload speed

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Internet not working due to zero upload speed

Hi,

 

I am here because xfinity is not helping me and I need to be able to work again or I might lose my job. I appreciate any help and if you need any more information please feel free to ask. What can I do to either further narrow down my issue or get someone here to check it out? Thanks!!!

 

My internet speed has been fluctuating badly since around the beginning of May. I noticed slower speeds for download and upload that were mostly temporary. This has changed in the last two weeks and I am seeing mostly normal download speeds but close to zero upload speeds (often <0.1 Mbps) making it impossible to use any internet service, collaboration, or communications tools.

 

I have already spoken with 3 people on the phone and had 2 extensive chats but all they ask me to do is reboot my modem which has no effect whatsoever. They told me twice that they send a technician within 24h but no one ever came and I have not heard back from anyone. In the meantime, I exchanged the complete hardware (modem, router, ethernet cables) even though I am pretty sure all was working fine on my end and it really did not change anything either. Here are some lines from the last conversation where the agent seems to be detecting issues several times and then not (I had zero improvements during the whole process):

 

...

Dhanesh Oswal3ce9 5:00:52 PM
Based on the system health check the account is active, your equipment is in good condition and there is no outage in the area.
Dhanesh Oswal3ce9 5:01:28 PM
Health check has detected that the equipment status is RED. This means that your Xfinity equipments are not receiving proper signals.

... 

Dhanesh Oswal3ce9 5:29:35 PM
Health check has detected that the equipment status is GREEN. This means that all of your Xfinity equipments are receiving proper signals.

...

Dhanesh Oswal3ce9 5:46:26 PM
An automated check has identified the modem may have a TIMEOUT value for the bootfile.

...

Dhanesh Oswal3ce9 5:51:37 PM
We have exhausted all our troubleshooting steps and found that all the settings are perfectly fine on your modem. We strongly doubt there is physical damage to either cable wiring [internal/external], wall socket or with the modem.

...

Dhanesh Oswal3ce9 5:52:58 PM
 I will escalate this issue to our Tech/Offline team to analyze the possible causes and resolve the issue.

...

 

My modem seems to be connecting fine and I have no issues on my side of the modem either. The modem is directly connected to the wall outlet over a ~4' cable. Please see the following connection data from my modem:

 

Netgear CM1100
Hardware Version 2.02
Firmware Version V6.01.07

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 573000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 32 573000000 Hz 5.9 dBmV 42.6 dB 161620400 0 0
2 Locked QAM256 12 447000000 Hz 6.6 dBmV 43.2 dB 160255167 0 0
3 Locked QAM256 13 453000000 Hz 7.3 dBmV 43.2 dB 160258906 0 0
4 Locked QAM256 14 459000000 Hz 6.9 dBmV 43.3 dB 160262234 0 0
5 Locked QAM256 15 465000000 Hz 7.2 dBmV 43.1 dB 160266094 0 0
6 Locked QAM256 16 471000000 Hz 7.0 dBmV 43.0 dB 160269831 0 0
7 Locked QAM256 17 477000000 Hz 7.0 dBmV 43.1 dB 160273717 0 0
8 Locked QAM256 18 483000000 Hz 7.0 dBmV 43.2 dB 160277141 0 0
9 Locked QAM256 19 489000000 Hz 7.1 dBmV 43.3 dB 160281163 0 0
10 Locked QAM256 20 495000000 Hz 7.0 dBmV 43.1 dB 160285008 0 0
11 Locked QAM256 21 507000000 Hz 6.7 dBmV 42.9 dB 160288605 0 0
12 Locked QAM256 22 513000000 Hz 6.6 dBmV 43.1 dB 160291937 0 0
13 Locked QAM256 23 519000000 Hz 6.6 dBmV 43.2 dB 160296088 0 0
14 Locked QAM256 24 525000000 Hz 6.4 dBmV 43.0 dB 160300017 0 0
15 Locked QAM256 25 531000000 Hz 6.5 dBmV 43.0 dB 160303669 0 0
16 Locked QAM256 26 537000000 Hz 6.1 dBmV 42.9 dB 160306827 0 0
17 Locked QAM256 27 543000000 Hz 6.3 dBmV 42.7 dB 160315271 0 0
18 Locked QAM256 28 549000000 Hz 5.9 dBmV 42.8 dB 160319267 0 0
19 Locked QAM256 29 555000000 Hz 6.4 dBmV 43.0 dB 160322792 0 0
20 Locked QAM256 30 561000000 Hz 6.2 dBmV 42.7 dB 160326566 0 0
21 Locked QAM256 31 567000000 Hz 6.0 dBmV 42.7 dB 160330342 0 0
22 Locked QAM256 33 579000000 Hz 5.7 dBmV 42.3 dB 160334151 0 0
23 Locked QAM256 34 585000000 Hz 5.6 dBmV 42.3 dB 160338001 0 0
24 Locked QAM256 35 591000000 Hz 5.7 dBmV 42.5 dB 160341961 0 0
25 Locked QAM256 36 597000000 Hz 5.6 dBmV 42.4 dB 160345437 0 0
26 Locked QAM256 37 603000000 Hz 5.8 dBmV 42.3 dB 160350730 0 0
27 Locked QAM256 38 609000000 Hz 5.6 dBmV 42.3 dB 160354432 0 0
28 Locked QAM256 39 615000000 Hz 6.0 dBmV 42.3 dB 160358334 0 0
29 Locked QAM256 40 621000000 Hz 6.0 dBmV 42.2 dB 160361944 0 0
30 Locked QAM256 41 627000000 Hz 6.4 dBmV 42.2 dB 160364066 0 0
31 Locked QAM256 42 633000000 Hz 6.1 dBmV 42.3 dB 160363592 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 13 17300000 Hz 42.3 dBmV
2 Locked ATDMA 14 23700000 Hz 41.5 dBmV
3 Locked ATDMA 15 30300000 Hz 41.8 dBmV
4 Locked ATDMA 16 36700000 Hz 41.5 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

Downstream OFDM Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 1, 2, 3 48 688000000 Hz 6.7 dBmV 40.5 dB 1228 ~ 2867 19885100 227298 0
2 Not Locked 0 0 0 Hz 6.4 dBmV 0.0 dB 0 ~ 4095 0 0 0

Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV
 
And here is a list of measurements I took on speedtest.net (on speedtest.xfinity.com the upload estimation would fail with an error while download speed was identical):
speeds.jpeg
[If you can't see the image, it's mostly ok downloads between 40 and 90 Mbps but only upload speeds of 0.01 to 0.19 Mpbs with two exceptions where I got the desired 5 Mbps.]
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Re: Internet not working due to zero upload speed

Any idea how to get them to send a technician or further troubleshoot? Any help is appreciated.