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terramorphic
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7 Messages

Monday, October 14th, 2019 3:00 PM

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Xfinity Speed keep dipping every minute or so

Whenever Im using my internet It dips sometimes from 300 MBPS down to sometimes even totally disconnecting me.

I've worked them a few times to get this fixed, including fixing some wiring, getting a new modem, and refreshing the signal three times, but each time the problem still persists and its making it impossible to do anything.

Question

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Updated 

6 years ago

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EG

Expert

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111.4K Messages

6 years ago

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?

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terramorphic

Frequent Visitor

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7 Messages

6 years ago

i wasnt sure what exactly to copy so i took a screenshot 


https://gyazo.com/c5c4c7c9eee2698bfdd97da1c0de1b7b

 

also its happening on wired and wifi

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EG

Expert

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111.4K Messages

6 years ago

Modem make and model ? Please post all of the rest of the downstream channels. Post the modem's RF error / event log entries as well.

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terramorphic

Frequent Visitor

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7 Messages

6 years ago

Model:CGM4140COM
Vendor:Technicolor
Hardware Revision:2.2
Index
27
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
26
28
29
30
31
48
 
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
843 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
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
813 MHz
819 MHz
825 MHz
831 MHz
837 MHz
849 MHz
855 MHz
861 MHz
867 MHz
722 MHz
611600000
SNR
40.6 dB
42.8 dB
42.7 dB
41.6 dB
41.0 dB
41.6 dB
41.7 dB
41.9 dB
42.2 dB
42.4 dB
42.3 dB
41.7 dB
42.3 dB
42.2 dB
42.0 dB
40.2 dB
42.0 dB
41.9 dB
41.9 dB
41.7 dB
41.6 dB
41.0 dB
41.0 dB
40.8 dB
40.6 dB
40.6 dB
40.2 dB
40.2 dB
38.8 dB
34.0 dB
39.1 dB
NA
Power Level
-4.1 dBmV
-3.1 dBmV
-3.1 dBmV
-3.1 dBmV
-3.0 dBmV
-3.1 dBmV
-3.2 dBmV
-3.2 dBmV
-3.3 dBmV
-3.1 dBmV
-3.2 dBmV
-3.2 dBmV
-3.3 dBmV
-3.4 dBmV
-3.5 dBmV
-3.7 dBmV
-3.4 dBmV
-3.4 dBmV
-3.3 dBmV
-3.6 dBmV
-3.6 dBmV
-3.6 dBmV
-3.7 dBmV
-3.7 dBmV
-3.8 dBmV
-4.0 dBmV
-4.5 dBmV
-4.2 dBmV
-4.7 dBmV
-4.7 dBmV
-2.8 dBmV
NA
Modulation
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
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

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EG

Expert

 • 

111.4K Messages

6 years ago

Everything was in spec at that snapshot in time. Error log entries ?

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EG

Expert

 • 

111.4K Messages

6 years ago

Yeah, those are the router component event logs, not the modem component logs. Don't worry. There is likely no longer a way to get them as we've seen a number of posts here lately indicating that they have been disabled in the supplied gateway devices by them with a recent firmware update.

 

So the signal stats are o/k but something is going on. Perhaps there is intermittent noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

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terramorphic

Frequent Visitor

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7 Messages

6 years ago

[Harvester][3378]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2019/10/17 14:53:04 Notice
[Harvester][3374]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2019/10/17 14:44:56 Notice
[Harvester][3374]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2019/10/17 14:26:13 Notice
[Harvester][3381]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2019/10/17 13:53:12 Notice
[Harvester][3372]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2019/10/14 15:03:20 Notice
[Harvester][3363]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2019/10/14 14:35:13 Notice
[Harvester][3401]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2019/10/07 15:09:26 Notice
[Wifi][3827]: KeyPassphrase changed 2019/10/07 08:38:15 Notice
[Wifi][3827]: KeyPassphrase changed 2019/10/07 08:38:15 Notice
[Wifi][3827]: KeyPassphrase changed 2019/10/07 08:38:15 Notice
[Wifi][3827]: KeyPassphrase changed 2019/10/07 08:38:15 Notice

[IGD][9381]: Add Port mapping :31321 to 10.0.0.33:31321 2019/10/17 14:55:28 Notice
IGD[9381]: igd.info IGD_pii_add_portmapping_entry: desc ZeroTier/c3cb88cf53@31321, ext_port 31321, int_port 31321 2019/10/17 14:55:28 Notice
[IGD][11680]: Add Port mapping :31321 to 10.0.0.33:31321 2019/10/17 14:45:10 Notice
IGD[11680]: igd.info IGD_pii_add_portmapping_entry: desc ZeroTier/c3cb88cf53@31321, ext_port 31321, int_port 31321 2019/10/17 14:45:10 Notice
GUI: User:admin login 2019/10/17 14:32:30 Notice
GUI: User: logout 2019/10/17 14:32:23 Notice
[Password change][3502]: Account admin's password changed 2019/10/17 14:32:21 Notice
GUI: User:admin login 2019/10/17 14:32:05 Notice
[IGD][10435]: Add Port mapping :31321 to 10.0.0.33:31321 2019/10/17 14:29:43 Notice
IGD[10435]: igd.info IGD_pii_add_portmapping_entry: desc ZeroTier/c3cb88cf53@31321, ext_port 31321, int_port 31321 2019/10/17 14:29:43 Notice
[IGD][13085]: Add Port mapping :31321 to 10.0.0.33:31321 2019/10/17 14:04:02 Notice
IGD[13085]: igd.info IGD_pii_add_portmapping_entry: desc ZeroTier/c3cb88cf53@31321, ext_port 31321, int_port 31321 2019/10/17 14:04:02 Notice
[IGD][10119]: Add Port mapping :31321 to 10.0.0.33:31321 2019/10/17 13:53:45 Notice
IGD[10119]: igd.info IGD_pii_add_portmapping_entry: desc ZeroTier/c3cb88cf53@31321, ext_port 31321, int_port 31321 2019/10/17 13:53:45 Notice
[IGD][10403]: Add Port mapping :31321 to 10.0.0.33:31321 2019/10/14 15:03:30 Notice
IGD[10403]: igd.info IGD_pii_add_portmapping_entry: desc ZeroTier/c3cb88cf53@31321, ext_port 31321, int_port 31321 2019/10/14 15:03:30 Notice
[IGD][10540]: Add Port mapping :31321 to 10.0.0.33:31321 2019/10/14 14:35:48 Notice
IGD[10540]: igd.info IGD_pii_add_portmapping_entry: desc ZeroTier/c3cb88cf53@31321, ext_port 31321, int_port 31321 2019/10/14 14:35:48 Notice
[IGD][9680]: Add Port mapping :31321 to 10.0.0.33:31321 2019/10/13 17:34:58 Notice

These are the only logs I can find.

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terramorphic

Frequent Visitor

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7 Messages

6 years ago

alright thanks!

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terramorphic

Frequent Visitor

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7 Messages

6 years ago

I'm not sure how to find those logs

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Xfinity_Support

Official Employee

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1K Messages

6 years ago

Greetings! We appreciate you taking the time to reach out to us here on the forums. We hope you are having an amazing day. We apologize to hear of the issues you are running into with your internet services. Can you please send us a PM with your first and last name so we may further assist you?

 

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

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terramorphic

Frequent Visitor

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7 Messages

6 years ago

done! 

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