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

t0814bk · ‎11-19-2020

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...

darkangelic · ‎11-19-2020

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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t0814bk · ‎11-19-2020

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>

Procedure	Status	Comment
Acquire Downstream Channel	405000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enable	BPI+
IP Provisioning Mode	Honor MDD	IPv6 only

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

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR / MER	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	QAM256	1	405000000 Hz	-2.7 dBmV	35.5 dB	94896275	45593736	167380053
2	Locked	QAM256	14	483000000 Hz	-4.1 dBmV	30.3 dB	4178264629	84830816	328699540
3	Locked	QAM256	15	489000000 Hz	-4.2 dBmV	33.1 dB	4161379499	87958097	343416359
4	Locked	QAM256	16	495000000 Hz	-4.2 dBmV	32.8 dB	4142165589	90101030	353642947
5	Locked	QAM256	17	507000000 Hz	-4.5 dBmV	0.0 dB	4115634674	95318637	376714212
6	Locked	QAM256	18	513000000 Hz	-4.6 dBmV	33.5 dB	4099777287	97824782	388216405
7	Locked	QAM256	19	519000000 Hz	-4.8 dBmV	27.8 dB	4086605398	100983005	402080851
8	Locked	QAM256	20	525000000 Hz	-4.9 dBmV	31.0 dB	4064916562	103441560	413296282
9	Locked	QAM256	21	531000000 Hz	-4.9 dBmV	30.4 dB	4048316350	106123622	425115919
10	Locked	QAM256	22	537000000 Hz	-5.1 dBmV	29.7 dB	4026824737	108604059	435858268
11	Locked	QAM256	23	543000000 Hz	-5.1 dBmV	36.1 dB	4016617303	112653098	454387836
12	Locked	QAM256	24	549000000 Hz	-5.2 dBmV	24.0 dB	3999479389	114974557	464800253
13	Locked	QAM256	25	555000000 Hz	-5.0 dBmV	32.8 dB	4172448681	83926971	335045831
14	Locked	QAM256	26	561000000 Hz	-5.0 dBmV	0.0 dB	4158977538	86649202	347305179
15	Locked	QAM256	27	567000000 Hz	-5.1 dBmV	27.1 dB	4144980976	89293468	359159235
16	Locked	QAM256	28	573000000 Hz	-5.1 dBmV	27.7 dB	4135131575	91806088	370365530
17	Locked	QAM256	29	579000000 Hz	-5.1 dBmV	33.5 dB	4111932838	95417827	385786692
18	Locked	QAM256	30	585000000 Hz	-5.2 dBmV	34.9 dB	4100722883	98286400	398792172
19	Locked	QAM256	31	591000000 Hz	-5.2 dBmV	0.0 dB	4084143250	100498372	408629312
20	Locked	QAM256	32	597000000 Hz	-5.2 dBmV	31.9 dB	4070753608	103239858	420590485
21	Locked	QAM256	2	411000000 Hz	-2.8 dBmV	33.4 dB	4227790326	73132043	287043074
22	Locked	QAM256	3	417000000 Hz	-2.9 dBmV	32.4 dB	58121968	52417986	194058683
23	Locked	QAM256	4	423000000 Hz	-3.1 dBmV	29.1 dB	47832915	55267275	203213866
24	Locked	QAM256	5	429000000 Hz	-3.1 dBmV	32.2 dB	36382505	58710266	213028663
25	Locked	QAM256	6	435000000 Hz	-3.1 dBmV	34.3 dB	20270305	62124375	220979035
26	Locked	QAM256	7	441000000 Hz	-3.3 dBmV	31.6 dB	5181593	66986035	233219720
27	Locked	QAM256	8	447000000 Hz	-3.3 dBmV	32.0 dB	4281479725	71616982	246025407
28	Locked	QAM256	9	453000000 Hz	-3.2 dBmV	37.1 dB	4264702485	75613845	261257879
29	Locked	QAM256	10	459000000 Hz	-3.3 dBmV	28.6 dB	4240295755	77948842	275272548
30	Locked	QAM256	11	465000000 Hz	-3.3 dBmV	26.9 dB	4217279109	80878997	297039080
31	Locked	QAM256	12	471000000 Hz	-3.5 dBmV	35.8 dB	4194519934	83718836	318566646
32	Locked	QAM256	13	477000000 Hz	-3.6 dBmV	30.3 dB	4171888759	86623590	336476983

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

Channel	Lock Status	Modulation	Channel ID	Frequency	Power
1	Locked	ATDMA	1	35600000 Hz	45.0 dBmV
2	Locked	ATDMA	2	29200000 Hz	44.5 dBmV
3	Locked	ATDMA	3	22800000 Hz	44.5 dBmV
4	Locked	ATDMA	4	16400000 Hz	44.5 dBmV
5	Locked	ATDMA	5	39600000 Hz	46.0 dBmV
6	Not Locked	Unknown	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Hz	0.0 dBmV

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

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0, 1	159	690000000 Hz	-4.3 dBmV	35.0 dB	1246 ~ 2849	3535729272	350969291	0
2	Not Locked	0	0	0 Hz	-0.5 dBmV	0.0 dB	0 ~ 4095	0	0	0

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

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	Unknown	0	0 Hz	0 dBmV
2	Not Locked	Unknown	0	0 Hz	0 dBmV

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

darkangelic · ‎11-20-2020

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.

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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ComcastMichael · ‎11-20-2020

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!