Community Forum

Internet speed drops at night.

New Poster

Internet speed drops at night.

Went through 3 modems and now using Xfinity modem only to have same problem. Techs come out have no idea how to fix other then run new line, reset and hope for the best. This all started a few weeks ago when the first tech came out and changed wires at the pole. Can someone help? Xfinity tech coming out tomorrow and I don’t have any faith that they will resolve. May have to switch to att.
Gold Problem Solver

Re: Internet speed drops at night.

Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible. That would allow you to determine whether the problem is with the Wifi signal, or with the link between your equipment and Comcast's network. Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections, usually in or near your home.

If you want to troubleshoot this yourself, please see Connection Troubleshooting Tips. If you still need help, please provide Information Requested for Connection-Related Posts, especially downstream levels and SNR, upstream levels, and error log.

Note that if your tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.

New Poster

Re: Internet speed drops at night.

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
459.00 MHz
453.00 MHz
465.00 MHz
471.00 MHz
477.00 MHz
483.00 MHz
489.00 MHz
495.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
537.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
591.00 MHz
597.00 MHz
 
 
 
 
 
 
 
 
SNR
30.88 dB
30.88 dB
30.42 dB
30.59 dB
30.42 dB
30.37 dB
30.00 dB
30.21 dB
30.00 dB
29.57 dB
29.57 dB
28.91 dB
29.27 dB
28.75 dB
29.27 dB
28.75 dB
----
----
28.61 dB
----
----
----
----
----
 
 
 
 
 
 
 
 
Power Level
16.80 dBmV
16.60 dBmV
16.60 dBmV
16.90 dBmV
17.10 dBmV
17.20 dBmV
17.10 dBmV
17.50 dBmV
17.40 dBmV
17.10 dBmV
17.30 dBmV
16.60 dBmV
17.40 dBmV
16.90 dBmV
17.80 dBmV
17.40 dBmV
----
----
18.00 dBmV
----
----
----
----
----
 
 
 
 
 
 
 
 
 
 

 

 

 

Upstream

Channel Bonding ValueIndex

1
2
3
4
5
6
7
8

Lock Status

Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked

Frequency

29.40 MHz
16.60 MHz
23.00 MHz
35.80 MHz
 
 
 
 

Symbol Rate

5120 KSym/s
5120 KSym/s
5120 KSym/s
5120 KSym/s
 
 
 
 

Power Level

38.50 dBmV
39.50 dBmV
38.75 dBmV
37.75 dBmV
 
 
 
 

Modulation

64 QAM
64 QAM
64 QAM
64 QAM
 
 
 
 

Channel Type

DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
 
 
 
CM Error Codewords
Unerrored Codewords
148854439
148222579
131916730
135237419
129959324
124362306
97598872
110673730
82175613
49516806
47099800
3783759
20488924
165027
12882420
23624
70820
30436
31201
22136
34687
23915
19568
25890
0
0
0
0
0
0
0
0
Correctable Codewords
22682377
20352953
36631445
33327017
38563100
44126828
70195179
57606891
84553294
109883494
111269129
21195807
74062402
4225692
61182650
452053
4247024
3048323
3161321
4336603
2745901
5373945
3217200
2369761
0
0
0
0
0
0
0
0
Uncorrectable Codewords
6961
4599
49106
33502
60959
108012
797422
325727
1878523
9199164
10222654
5143403
10747284
9500968
12091776
487585
11624829
9381520
9134304
15271393
7772098
19687955
10717554
6523630
0
0
0
0
0
0
0
0

 

 

New Poster

Re: Internet speed drops at night.

Connected using ethernet. 

 

Computer goes straight to modem.

 

Techs can't figure out problem so they changed coax cables, still same issues.  

 

This troubleshooting stuff isn't my job. I just want the internet that I am paying for to work.  If it's not working, then send over some techs that can make it work or I find an ISP that can provide me the service I need. You act like you know everything sitting behind your computer typing these posts, why don't you come out and fix it? 

 

New Poster

Re: Internet speed drops at night.

Gold Problem Solver

Re: Internet speed drops at night.


@Chicago213 wrote: Downstream Channel Bonding Value ...

The downstream levels are way too high and the SNR values are too low. This should be obvious to your tech. The upstream levels look OK. Good luck!

Expert

Re: Internet speed drops at night.

@Chicago213 For curiosity, is there a drop amplifier installed on the coax line leading to the modem ? If so, try removing it.



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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!
New Poster

Re: Internet speed drops at night.

No amplifier installed.  Thanks for reply

New Poster

Re: Internet speed drops at night.

Thanks! I'll let the tech know, and see if they know how to correct the issues.  Seems like Comcast wants us to figure out problem and make corrections. I just want to service that I am paying for to work and if not, for they're tech to fix issues.  Thanks again for advice

New Poster

Re: Internet speed drops at night.

3rd tech guy came out today.  He had to redo wiring outside because the way the first techs did them was very bad and would have resulted in a fine to comcast from the city.  He also found out what the problem is.  Something to do with the line box and he made a call for the line people to come out and fix it.  He was very professional and seemed like he actually cared in fixing the issue, vs the last guys.  Comcast needs more techs like this guy, who get it right the first time and dont waste time and money.  Anyways, now I have to wait for the comcast to check and fix the issue with the line at the pole.  

Gold Problem Solver

Re: Internet speed drops at night.


@Chicago213 wrote: ... he made a call for the line people to come out ...

Here's hoping they get it right this time. Please let us know what happens.

Official Employee Digital Care

Re: Internet speed drops at night.

Hi Chicago123, just checking in.  Please let us know if a technician was able to come out and correct the line at the pole or if you still need assistance.

 

Thank you 


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!