I've had nothing but issues with my xfinity internet service. Unfortunately, they are my only option in my area so I'm hoping someone can help me. After my third modem/router from Xfinity went out, I bought a Netgear AC1900 c7000v2 modem/router combo but my speeds seem to be throttled at no higher than 35mbps and what makes it really weird is my upload speed is fairly consistent at 23-24mbps, faster than the download at times.
I have tried troubleshooting everything in home; from connecting directly to the coax from the wall, to factory resetting the gateway, to disconnecting devices and uninstalling programs I thought could be eating bandwidth. Anything I could think of to try before I finally relented and called tech support.
First I spoke on the phone with an agent who had me unplug the modem for 12seconds, then had me wait for 1 minute before testing my connection, which was still at a consistent 30-35 mpbs. She then told me she couldn't help and to call netgear. While trying to find a number online to call Netgear with, my modem went out and when it came back up I was getting speeds of 300-330mpbs down and 23 up. So I didn't contact netgear but my gateway kept turning off and on throughout the day. I was getting proper speeds when it was up but the interruptions were sometimes 2-3x an hour, so I unplugged it and plugged it back in. And it broke.
Then I spoke with an agent in chat who mentioned there being an issue with my Down time and Up time ratios, I think? He said he sent all the proper signals to sync my gateway with my service but it never reached above 35mpbs in the past 18hrs since he sent those signals and the internet is still dropping sporadically, though not as often as every hour.
Here are the event logs from my modem/router, hopefully someone can help
You need to post the signal status as well.
Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
|Upstream Bonded Channels|
|Downstream Bonded Channels (Partial Service)|
There are signal problems with downstream channels 6 thru 12. SNR's are too low / out of spec. Some channels are not even locked on to. There may be noise ingressing into the lines somewhere at those frequencies. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
Some stuff that you can try;
In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
I found a box outside my apartment building which had what I can only describe as a coax splitter with apartment numbers on them and coax cables attached beside the number which all fed down into the ground after that so I couldn't follow them more. I did make sure my line was tight with my fingers but didn't want to touch it more than that. It was tight and speeds are still being throttled.
If there is nothing more that you can do, then as stated, get a tech out to investigate / correct the problem. Good luck !