Regular Visitor
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3 Messages
Upgraded to XB7 & Gigabit Internet but Maxing Out @ 30mbps
Hey everyone,
We upgraded to gigabit internet to support working from home and other needs and ever since, we're getting a very steady ~30mbps download and ~40mbps upload.
I've gone through multiple "Tier 2" reps and tried all troubleshooting steps culminating with changing my XB6 gateway over to an XB7 this evening. The latest rep noticed "signal impairment" with some indexes showing "not locked" and 0.0 dB.
Need some help from any Comcast employees on the forum with a higher level of knowledge on network issues. I've scoured the forums and Reddit for tips and tried any and all options I could find.
Thank you for your help!
IndexLock StatusFrequencySNRPower LevelModulation
Downstream | Channel Bonding Value | ||||||||||||||||||||||||||||||||
37 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 | 34 | 35 | 36 | 38 | 39 | 40 | 159 | |
Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Not locked | Not locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
651 MHz | 483 MHz | 489 MHz | 495 MHz | 501 MHz | 507 MHz | 513 MHz | 519 MHz | 525 MHz | 531 MHz | 537 MHz | 543 MHz | 549 MHz | 555 MHz | 561 MHz | 567 MHz | 573 MHz | 579 MHz | 585 MHz | 591 MHz | 597 MHz | 603 MHz | 609 MHz | 615 MHz | 621 MHz | 627 MHz | 633 MHz | 639 MHz | 645 MHz | 657 MHz | 663 MHz | 669 MHz | 690 MHz | 611600000 |
40.3 dB | 41.7 dB | 41.4 dB | 41.7 dB | 41.7 dB | 41.4 dB | 41.4 dB | 41.3 dB | 31.0 dB | 39.7 dB | 33.2 dB | 35.6 dB | 38.9 dB | 0.0 dB | 0.0 dB | 34.3 dB | 31.8 dB | 36.9 dB | 28.2 dB | 37.9 dB | 41.0 dB | 41.0 dB | 41.0 dB | 40.8 dB | 41.3 dB | 41.4 dB | 40.7 dB | 41.0 dB | 40.7 dB | 40.5 dB | 40.6 dB | 40.1 dB | 40.4 dB | NA |
-8.7 dBmV | -7.3 dBmV | -7.5 dBmV | -7.3 dBmV | -7.5 dBmV | -7.8 dBmV | -7.8 dBmV | -7.9 dBmV | -7.9 dBmV | -7.3 dBmV | -7.6 dBmV | -8.4 dBmV | -8.0 dBmV | -8.1 dBmV | -8.5 dBmV | -8.6 dBmV | -8.7 dBmV | -8.8 dBmV | -8.0 dBmV | -7.9 dBmV | -8.0 dBmV | -7.7 dBmV | -7.8 dBmV | -7.8 dBmV | -7.1 dBmV | -7.1 dBmV | -7.8 dBmV | -7.7 dBmV | -8.1 dBmV | -8.3 dBmV | -8.2 dBmV | -8.8 dBmV | -6.9 dBmV | NA |
256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | Unknown | Unknown | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | OFDM | OFDM |
AndrewCVille
Regular Visitor
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3 Messages
5 years ago
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AndrewCVille
Regular Visitor
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3 Messages
5 years ago
IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
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BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
Several downstream power levels and SNR values are borderline or too low, and upstream levels are too high. Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. Insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.
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