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PAYING for 1000 mbps and gettin 8 mbps ....Internet was fine in Sept and getting 947 mbps hard wired

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PAYING for 1000 mbps and gettin 8 mbps ....Internet was fine in Sept and getting 947 mbps hard wired

Hey guys I need help with this issue

 

I moved into a new home and was getting 947 mbps from september 15th all throughout the end of the month.

 

However, my internet dropped drastically in October to 35-40 mbps and then now to 8-18 mbps

 

My setup intially in september which received the 947 mbp hard wire and 500-600 mbps through router ---> Netgear 4200x Orbi Mesh system paired with a Netgear CM1100 Modem

 

I have called the tech people. Saturday a tech came and he just changed the heads of the wire, one from inside my home and the other from the outside main box. He said his device was saying the numbers looks fiine but he could not tell me the exact download speed according to him. Which i later found out was not true because the tech on sunday was able to tell me speeds his device was reading. The Saturday tech only started working 6 months ago ...btw but my laptop hardwired was giving out 35mbps which i showed him.

 

He called his supervisor since he was a contract guy and then called in for a line test on sunday.

 

On sunday the line test guy was supposed to come between 3-5 but was running late so i guess they sent a new guy who showed up at 530pm. 

 

The day before i had SPECIFICALLY requested they bring a comcast xfinity modem so i can show them the modem is not the issue.

 

Anyways he looked at the wiring and saw that the connection was loose wherever the other tech put one in and he fixed both the main box side and from inside my house. He showed me 1100 mbps on the main box side with his device plugged in and us reading it on the app on his phone. He also showed me 847 mbps first from inside the home but when he ran it again it was coming up as 1080 mbps on his phone app for the device.

 

So here I am thinking everything is fine... I hard wire my laptop and its showing 25 mbps... he said for me to go get the xfinity modem and everything should be fine.

 

Well he should have brought the xfinity modem as i requested.

 

BUT ANYWAYS on Mmonday Nov 2, 2020 i went out and picked up an Arris SB8200, a Netgear CM100 AND ALSO the brand new xfinity modem.

 

I had them provision the cm1000 first and I got 20 mbps

 

I then said forget this and told them to provision the xfinity modem and the tech was so shocked that she was seeing 8mbps FROM HER END!

Now they know it is not the equipments fault as their own modem router is getting 8 mbps for me.

 

Now another guy is coming on thursday and this is getting crazy because its impacting my work from home capabilities.

I have so many connection drops throughout the day. I have not seen the T3 T4 error on my log but i am seeing MILLIONS of codes and correctable and uncorrectables on the down stream side.

 

The upstream seems a little high at 51.8, 50 and then a few 49 and 48s


I will attach the pics here and hopefully mod approves them soon so you guys can advise me what to do,

 

By the way i live in a town home and all these wires are run UNDERGROUND for every single house so how would the tech even run a new line for me?

 

Image 11-2-20 at 11.42 AM.jpg

Image 11-2-20 at 11.43 AM.jpg

Image 11-2-20 at 11.43 AM (1).jpg

 

 

Image 11-2-20 at 12.01 PM.jpg

 

Anyone know how this can get resolved? I read other places they have to find the bad amp but where would that be?

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Expert

Re: PAYING for 1000 mbps and gettin 8 mbps ....Internet was fine in Sept and getting 947 mbps hard w

Yep. The upstreams are on the high side and they may be intermittently fluctuating even higher to out of spec levels. Show the next tech this thread !

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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Re: PAYING for 1000 mbps and gettin 8 mbps ....Internet was fine in Sept and getting 947 mbps hard w

I only knew about the upstream and what the numbers mean because of this forum.

 

Is it just me or do the techs never check that?

 

Shouldn't both of them have checked these numbers and known right away that the upstream was too high? 

 

I will be sure to tell the tech who comes thursday about all of this.

 

Anything else I should mention to the tech from what you guys can see from my numbers?

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Expert

Re: PAYING for 1000 mbps and gettin 8 mbps ....Internet was fine in Sept and getting 947 mbps hard w

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.

 


@Maz24 wrote:

 

Is it just me or do the techs never check that?

 

Part of their job is supposed to be to check and see if the signal stats are within specs.

 

Shouldn't both of them have checked these numbers and known right away that the upstream was too high? 

 

Yes and yes.

 

I will be sure to tell the tech who comes thursday about all of this.

 

Show them this thread, if they will even look at it...


 



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Expert

Re: PAYING for 1000 mbps and gettin 8 mbps ....Internet was fine in Sept and getting 947 mbps hard w

Yep, they are pretty high ! BTW, some of the downstream channel SNR values are too low / out of spec also. Seems like there is some noise ingress in to the line(s) somewhere. That will cause a large amount of uncorrectable bit errors and speed problems.

 

Good luck !



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Re: PAYING for 1000 mbps and gettin 8 mbps ....Internet was fine in Sept and getting 947 mbps hard w

How about now? I am getting 165 mbps Download Speed and 40 mbps Upload speed on speedtest by Ookla and these are the numbers from my modem and error log. What is that type 4 i keep seeing? I pay for 1000 mbps so getting 1/10th the speed 

 

https://www.dropbox.com/s/a4db6nh8h2f2vla/Image%2011-3-20%20at%205.47%20PM.jpeg?dl=0

 

https://www.dropbox.com/s/j0nnpo5t1lbde7p/Image%2011-3-20%20at%205.48%20PM.jpeg?dl=0

 

https://www.dropbox.com/s/ndnh6r6g7uj5i53/Image%2011-3-20%20at%205.49%20PM.jpeg?dl=0

 

 

 

 

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Expert

Re: PAYING for 1000 mbps and gettin 8 mbps ....Internet was fine in Sept and getting 947 mbps hard w

Did you do something ? The downstream SNR's are now o/k but the upstream power is still NG.

 

As for this question: "What is that type 4 i keep seeing?".

 

Do you mean T4 errors ?



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Re: PAYING for 1000 mbps and gettin 8 mbps ....Internet was fine in Sept and getting 947 mbps hard w

I didn’t do anything at all. It did that by itself and went to 165mbps download which is still terrible considering it’s not 1000mbps

The internet keeps fluctuating like this without me even touching it ... it’s now doing 30 mbps ...
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Frequent Visitor

Re: PAYING for 1000 mbps and gettin 8 mbps ....Internet was fine in Sept and getting 947 mbps hard w

UPDATE: IT WAS FIXED - Solved ONLY because of this forum 

 

So today was the third time they have sent techs over. I requested a supervisor tech and they sent one and two other guys. So basically the entire comcast army showed up

 

The techs were super nice and understood how frustrating this might be but they still needed to do all the checks over

 

They tested the wire from inside my home and it was getting 1100 mbps on their device (the little black box hard wired)

 

They tested the wire on the outside main line and they got 1200 mbps 

 

Then came time for the MODEMS

The netgear 1100 got 50 mbps hard wired

The netgear 1000 got 48 mbps hard wired 

The COMCAST XFINITY MODEM GOT 38 mbps hard wired 

 

I told them all the things I read on the forum about the bad amp and they just didnt want to think that was it

 

They then ran a line from outside directly to the comcast modem and they still got 40mbps and thats when they knew something was majorly wrong from their side

 

He called maintenance and a bunch of other people and no one knew what was wrong and then one district manager or something recalled a similar situation. 

 

They sent their maintenance guy to their plant and they found a bad amp that was messing up only 3.1 DOCYS modems and there it was

 

here are my numbres now

 

https://www.dropbox.com/s/knr5zs46e839hfs/Image%2011-5-20%20at%207.49%20PM.jpeg?dl=0

 

https://www.dropbox.com/s/c7960niwtbzr90m/Image%2011-5-20%20at%207.50%20PM.jpeg?dl=0

 

https://www.dropbox.com/s/q6xjjgpv5dme429/IMG_8778.jpeg?dl=0

 

I am now getting 650+ on speedtest via WIFI on my phone and laptop 

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Expert

Re: PAYING for 1000 mbps and gettin 8 mbps ....Internet was fine in Sept and getting 947 mbps hard w

Glad that it got straightened out ! Now closing this topic.



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