We were having poor connectivity (phones would not backup, video would not stream properly, etc.) and sending refresh signal to modem did not help. Xfinity technician came out and determined that signal to house was poor and replaced cable. He determined that signal strength to modem was good. However, speed tests on a computer directly connected via Ethernet to the modem showed low download speeds and upload test might or might not work. Should have Blast tier speeds and were getting single digit download speeds. He recommended replacing the modem. Got another modem identical to the first. Same problem. Called Arris tech support. The Arris tech asked me to run some tests, do a factory reset, etc. and concluded that the modem was not being provisioned properly. Called Comcast. Comcast says that the modem is being provisioned properly and thinks I should try a different modem. I am willing to do so while I can sitll return the new one to Best Buy, but I am not sure that is really the problem. If I replace it, I will try a different brand the next time. I will post data from the modem below. Your advice would be most welcome. Thanks!
Here is the data from the modem:
Version:1.0 StartHTML:000000184 EndHTML:000005939 StartFragment:000001712 EndFragment:000005840 StartSelection:000001774 EndSelection:000005805 SourceURL:http://192.168.100.1/Status
Here is the event log
Version:1.0 StartHTML:000000198 EndHTML:000012988 StartFragment:000001649 EndFragment:000012896 StartSelection:000001675 EndSelection:000012863 SourceURL:http://192.168.100.1/RgEventLog.aspEvent Log
to help diagnose and correct problems, if any should occur.
You are showing a large amount of US errors and T3 timeouts. I would lean towards there being an ingress issue somewhere on the line that needs checked out. From your end just make sure all of your connections are tight on the equipment and eliminate any unused lines that are hooked up. Other than that it might be worth your time to have a technician check out your line for any possible issues.
I agree with @Ronny_Cordova, you probably will need a tech to get that sorted out.
I've asked a Comcast employee to help you. You should expect a reply in this thread.
You might find some helpful information in the troubleshooting guide.
I exchanged the Arris for a Netgear CM 700. Had to call Comcast to get it activated. Problem still exists. Comcast online tech thinks that it is a line issue, but he’s puzzled since line seemed OK when local tech was out last Tuesday. Plan to schedule another house call, but it may be a while until we can be home when a tech comes.
Hi Emy22. I can help you get a technician visit scheduled. I'd also like to poll the CMTS for real-time and historical RF signal reports from your modem. I can also check your local Node/Plant for any degradation or error reports. To get started, please send me a private message and include your full name and account primary phone number so I can access your equipment.