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Re: Internet connectivity issues w/ no resolution after 2 technician visits

New Poster

Re: Internet connectivity issues w/ no resolution after 2 technician visits

I have purchased and since last monday tried to replace Arris SB6141 as it was giving interrupted Internet service with Netgear CM500 100NAS and I am having similar issues. No internet connection yet and it has been nearly 10 days. I read in Reddit forum that "Boot" file is the issue from Xfinity.

When you chat or call, you only get "scripted" answers. Where I reside Comcast/Xfinity is the only provider so they get away with this. I have almost no stable internet service since Dec 1 2018. From Aug 2018 - Nov 30 2108 there were no issues. The modem then was Arris SB6141. I have now switched modem and location of placement in home still no internet with Netgear CM500 and it is a supported modem by Comcast/Xfinity. This is really frustrating and annoying as it takes up lot of time. Any help would be appreciated! Thanks in advance.

Expert

Re: Internet connectivity issues w/ no resolution after 2 technician visits

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Connection-Troubleshooting-Tips/m-p/1253575#M94474

 

Post the requested info from here;


https://forums.xfinity.com/t5/Your-Home-Network/Information-Requested-for-Connection-Related-Posts/m...



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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New Poster

Re: Internet connectivity issues w/ no resolution after 2 technician visits

I have checked the following:

1. since the correctables and uncorrectables were too high and IP Provisioning was on IPV6 (see below) I hard reset the modem and then IP Provisioning was HDD honor

The correctables and uncorrectables went to zero, SNR improved a little and downstream power levels went up a little but still very less than +/- 7

2. Question: I dont use splitter and have changed cable inside the home and the power levels are still low. This tells me that perhaps the Xfinity coming into the home is weak therefore the line needs to be checked by ISP. Is that correct?

I appreciate the help. Thanks.

 

 

 
 

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

453000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Security

Enabled

BPI+

IP Provisioning Mode

Honor MDD

honorMdd(4)

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

1

453000000 Hz

0.7 dBmV

41.5 dB

0

0

2

Locked

QAM256

2

459000000 Hz

0.7 dBmV

41.1 dB

0

0

3

Locked

QAM256

3

465000000 Hz

0.3 dBmV

41.3 dB

0

0

4

Locked

QAM256

4

471000000 Hz

-0.2 dBmV

41.1 dB

0

0

5

Locked

QAM256

5

477000000 Hz

0.5 dBmV

41.3 dB

0

0

6

Locked

QAM256

6

483000000 Hz

0.3 dBmV

40.9 dB

0

0

7

Locked

QAM256

7

489000000 Hz

0 dBmV

40.7 dB

0

0

8

Locked

QAM256

8

495000000 Hz

-0.2 dBmV

40.7 dB

0

0

9

Locked

QAM256

10

525000000 Hz

-0.2 dBmV

40.4 dB

0

0

10

Locked

QAM256

11

531000000 Hz

-1 dBmV

40.2 dB

0

0

11

Locked

QAM256

14

549000000 Hz

-0.4 dBmV

40.1 dB

0

0

12

Locked

QAM256

15

555000000 Hz

-1 dBmV

40 dB

0

0

13

Locked

QAM256

16

561000000 Hz

-0.9 dBmV

40.1 dB

0

0

14

Locked

QAM256

17

567000000 Hz

-1.4 dBmV

40 dB

0

0

15

Locked

QAM256

18

573000000 Hz

-0.8 dBmV

40.1 dB

0

0

16

Locked

QAM256

19

579000000 Hz

-0.8 dBmV

40.1 dB

0

0

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

3

5120 Ksym/sec

36500000 Hz

43 dBmV

2

Locked

ATDMA

1

5120 Ksym/sec

23700000 Hz

43 dBmV

3

Locked

ATDMA

2

5120 Ksym/sec

30100000 Hz

43 dBmV

 

 
   
     

 

  

 

 

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

453000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Security

Enabled

BPI+

IP Provisioning Mode

IPv6 Only

ipv6Only(1)

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

1

453000000 Hz

0.6 dBmV

41.4 dB

167935

289951

2

Locked

QAM256

2

459000000 Hz

0.6 dBmV

41 dB

181182

362063

3

Locked

QAM256

3

465000000 Hz

0.2 dBmV

41.3 dB

98

0

4

Locked

QAM256

4

471000000 Hz

-0.3 dBmV

41.1 dB

2

0

5

Locked

QAM256

5

477000000 Hz

0.4 dBmV

41.2 dB

88

0

6

Locked

QAM256

7

489000000 Hz

-0.1 dBmV

40.7 dB

11546

1921

7

Locked

QAM256

8

495000000 Hz

-0.3 dBmV

40.7 dB

1

0

8

Locked

QAM256

9

519000000 Hz

-0.3 dBmV

40.4 dB

14

0

9

Locked

QAM256

15

555000000 Hz

-1.1 dBmV

40 dB

217497

320780

10

Locked

QAM256

17

567000000 Hz

-1.4 dBmV

40 dB

63733

18657

11

Locked

QAM256

18

573000000 Hz

-0.8 dBmV

40.1 dB

87181

36043

12

Locked

QAM256

19

579000000 Hz

-0.9 dBmV

40.1 dB

144828

75910

13

Locked

QAM256

26

621000000 Hz

-1.9 dBmV

39.4 dB

220678

514254

14

Locked

QAM256

27

627000000 Hz

-3.2 dBmV

39 dB

227255

404613

15

Locked

QAM256

30

645000000 Hz

-3 dBmV

39.1 dB

224608

150718

16

Locked

QAM256

32

657000000 Hz

-5.1 dBmV

38 dB

273961

258832

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

1

5120 Ksym/sec

23700000 Hz

43.3 dBmV

2

Locked

ATDMA

2

5120 Ksym/sec

30100000 Hz

43.3 dBmV

3

Locked

ATDMA

3

5120 Ksym/sec

36500000 Hz

43.5 dBmV

Bottom of Form

 

 

Official Employee

Re: Internet connectivity issues w/ no resolution after 2 technician visits

Hi @S_U

 

I wanted to reach out to see if you're still having issues with your internet connection? If so, I can take a deeper look into this. I'd like to check your local node to see if I'm able to locate a cause for the connectivity issues. Can you please verify your first and last name in a private message, as well as the name of the account holder if it's different than yours? 

 

To send a private message click on my name "ComcastChe", then click send a message. 


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