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Re: Sudden extremely slow internet speeds (<5MBPS)

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Regular Visitor

Re: Sudden extremely slow internet speeds (<5MBPS)

Having a tech come out these days means nothing.

 

Tech #1:

- replaced line from box to house

- replaced line through house to splitter

- replaced line from splitter to modem

Worked for 2 days (weekend) then back to <5mbps with my router dropping

 

Tech #2:

- replaced all the connections

- blamed my modem

- replaced with new exact modem (SB8200) - still same issue

- replaced with new Netgear CM1000 - still the same issue

 

Tech #3:

- said they were stumped

- call into to someone and was told "watch tower" indicated house 2 doors down was causing all the problems

- talked to the neighbor and he was having no issues. Agreed to call for service check

- he called for service check and they said he had no issues and wouldn't come out

 

3 weeks into this nightmare my internet still stinks and doesn't allow me to work from home. Comcast has no solutions. Mostly an issue M-F and 8-5pm.

 

Very frustrating and not sure what to do. One or 2 more days like this and I guess I have to try AT&T...

Highlighted
Expert

Re: Sudden extremely slow internet speeds (<5MBPS)

If you've already done some basic troubleshooting as outlined by Internet Troubleshooting Tips, please post your modem stats here so we can figure out what's going on.


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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Highlighted
Regular Visitor

Re: Sudden extremely slow internet speeds (<5MBPS)

It continues to drop and reconnect, but the modem lights look good.

When it reconnected I was able to post this back and this is what I get right now:

 

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

<tabindex=-1>Startup Procedure</tabindex=-1>

ProcedureStatusComment
Acquire Downstream Channel405000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnableBPI+
IP Provisioning ModeHonor MDDIPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

ChannelLock StatusModulationChannel IDFrequencyPowerSNR / MERUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1LockedQAM2561405000000 Hz-2.7 dBmV35.5 dB9489627545593736167380053
2LockedQAM25614483000000 Hz-4.1 dBmV30.3 dB417826462984830816328699540
3LockedQAM25615489000000 Hz-4.2 dBmV33.1 dB416137949987958097343416359
4LockedQAM25616495000000 Hz-4.2 dBmV32.8 dB414216558990101030353642947
5LockedQAM25617507000000 Hz-4.5 dBmV0.0 dB411563467495318637376714212
6LockedQAM25618513000000 Hz-4.6 dBmV33.5 dB409977728797824782388216405
7LockedQAM25619519000000 Hz-4.8 dBmV27.8 dB4086605398100983005402080851
8LockedQAM25620525000000 Hz-4.9 dBmV31.0 dB4064916562103441560413296282
9LockedQAM25621531000000 Hz-4.9 dBmV30.4 dB4048316350106123622425115919
10LockedQAM25622537000000 Hz-5.1 dBmV29.7 dB4026824737108604059435858268
11LockedQAM25623543000000 Hz-5.1 dBmV36.1 dB4016617303112653098454387836
12LockedQAM25624549000000 Hz-5.2 dBmV24.0 dB3999479389114974557464800253
13LockedQAM25625555000000 Hz-5.0 dBmV32.8 dB417244868183926971335045831
14LockedQAM25626561000000 Hz-5.0 dBmV0.0 dB415897753886649202347305179
15LockedQAM25627567000000 Hz-5.1 dBmV27.1 dB414498097689293468359159235
16LockedQAM25628573000000 Hz-5.1 dBmV27.7 dB413513157591806088370365530
17LockedQAM25629579000000 Hz-5.1 dBmV33.5 dB411193283895417827385786692
18LockedQAM25630585000000 Hz-5.2 dBmV34.9 dB410072288398286400398792172
19LockedQAM25631591000000 Hz-5.2 dBmV0.0 dB4084143250100498372408629312
20LockedQAM25632597000000 Hz-5.2 dBmV31.9 dB4070753608103239858420590485
21LockedQAM2562411000000 Hz-2.8 dBmV33.4 dB422779032673132043287043074
22LockedQAM2563417000000 Hz-2.9 dBmV32.4 dB5812196852417986194058683
23LockedQAM2564423000000 Hz-3.1 dBmV29.1 dB4783291555267275203213866
24LockedQAM2565429000000 Hz-3.1 dBmV32.2 dB3638250558710266213028663
25LockedQAM2566435000000 Hz-3.1 dBmV34.3 dB2027030562124375220979035
26LockedQAM2567441000000 Hz-3.3 dBmV31.6 dB518159366986035233219720
27LockedQAM2568447000000 Hz-3.3 dBmV32.0 dB428147972571616982246025407
28LockedQAM2569453000000 Hz-3.2 dBmV37.1 dB426470248575613845261257879
29LockedQAM25610459000000 Hz-3.3 dBmV28.6 dB424029575577948842275272548
30LockedQAM25611465000000 Hz-3.3 dBmV26.9 dB421727910980878997297039080
31LockedQAM25612471000000 Hz-3.5 dBmV35.8 dB419451993483718836318566646
32LockedQAM25613477000000 Hz-3.6 dBmV30.3 dB417188875986623590336476983

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

ChannelLock StatusModulationChannel IDFrequencyPower
1LockedATDMA135600000 Hz45.0 dBmV
2LockedATDMA229200000 Hz44.5 dBmV
3LockedATDMA322800000 Hz44.5 dBmV
4LockedATDMA416400000 Hz44.5 dBmV
5LockedATDMA539600000 Hz46.0 dBmV
6Not LockedUnknown00 Hz0.0 dBmV
7Not LockedUnknown00 Hz0.0 dBmV
8Not LockedUnknown00 Hz0.0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>

ChannelLock StatusModulation / Profile IDChannel IDFrequencyPowerSNR / MERActive Subcarrier Number RangeUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
1Locked0, 1159690000000 Hz-4.3 dBmV35.0 dB1246 ~ 284935357292723509692910
2Not Locked000 Hz-0.5 dBmV0.0 dB0 ~ 4095000

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>

ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not LockedUnknown00 Hz0 dBmV
2Not LockedUnknown00 Hz0 dBmV

Current System Time: Thu Nov 19 20:21:42 2020System Up Time: 28:12:46

Highlighted
Expert

Re: Sudden extremely slow internet speeds (<5MBPS)

Those signals don't look good at all. As you've had a technician visit, plus line replacements, I'm going to escalate this thread to an official Comcast representative. Please stand by as an offical reply will be forthcoming.


I am not a Comcast Employee.
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!
Highlighted
Official Employee

Re: Sudden extremely slow internet speeds (&lt;5MBPS)

Greetings, @t0814bk! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issues you are having with your internet connection. We certainly understand the importance of having a reliable connection these days with all the work from home. We would like to have a further look into this to see what we can do for you. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


I am an Official Comcast Employee.
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!