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connection issues, T4 timeouts, Speed 10mb or less of a 300mb connection

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Regular Visitor

connection issues, T4 timeouts, Speed 10mb or less of a 300mb connection

Hi,
I am looking for any sort of assistance someone can grant me on this issue. The best way I can describe my problem is massive ping spikes and packet loss. My issue started about a 3 months ago and has continued to deteriorate. Regardless, Comcast has refused to send a technician even though my internet connection is effectively worthless for everything aside from using a browser if and when it will work. I can't use any sort of streaming audio/video communication software like Webex or Discord. Any game I attempt to play lags horribly. My teammates constantly state I warp or skip all over the maps. I have even used their equipment paying the $14 and it was worse, so I returned theirs and had them help me get mine back on the account. Bought a Brand new computer as was told by Comcast rep that My computer was the issue. 

 

===Affected computer===
Any on my network, both wired and wireless

 

===Hardware (less than a 3 months old)===
Netgear CM700 modem
Netgear XR500 router <---- can't use mine because the service from comcast is so poor


===Steps taken===
1. Power cycle both modem and router.
2. Bypass router entirely and hard-line directly into modem.
3. Comcast shows (2) Two modems on my account. <---- major error right there
4. Swapped ethernet cables
5. No splitters etc. on the cable line
6. Upgraded router firmware to latest, and reset to factory default.

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Expert

Re: connection issues, T4 timeouts, Speed 10mb or less of a 300mb connection

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

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




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Regular Visitor

Re: connection issues, T4 timeouts, Speed 10mb or less of a 300mb connection

Starting Frequency
531000000

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 459000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 5 459000000 Hz -2.7 dBmV 42.7 dB 66672 0
2 Locked QAM256 18 537000000 Hz -3.4 dBmV 41.7 dB 83179 0
3 Locked QAM256 19 543000000 Hz -3.4 dBmV 41.2 dB 83344 0
4 Locked QAM256 20 549000000 Hz -3.4 dBmV 41.8 dB 85699 0
5 Locked QAM256 21 555000000 Hz -3.4 dBmV 37.1 dB 89687 1242
6 Locked QAM256 22 561000000 Hz -3.4 dBmV 39.3 dB 85980 0
7 Locked QAM256 23 567000000 Hz -3.4 dBmV 32.7 dB 636050 9659
8 Locked QAM256 24 573000000 Hz -3.3 dBmV 36.7 dB 97440 3834
9 Locked QAM256 1 429000000 Hz -2.2 dBmV 43.1 dB 57796 2
10 Locked QAM256 2 435000000 Hz -2.4 dBmV 43.0 dB 59295 3
11 Locked QAM256 3 441000000 Hz -2.5 dBmV 42.9 dB 60951 0
12 Locked QAM256 4 453000000 Hz -2.6 dBmV 42.8 dB 65417 0
13 Locked QAM256 6 465000000 Hz -2.8 dBmV 42.6 dB 66623 0
14 Locked QAM256 7 471000000 Hz -2.8 dBmV 42.6 dB 69550 0
15 Locked QAM256 8 477000000 Hz -2.9 dBmV 42.6 dB 68735 0
16 Locked QAM256 9 483000000 Hz -3.0 dBmV 42.5 dB 69907 0
17 Locked QAM256 10 489000000 Hz -3.9 dBmV 42.5 dB 3 0
18 Locked QAM256 11 495000000 Hz -3.9 dBmV 41.9 dB 4 0
19 Locked QAM256 12 501000000 Hz -4.2 dBmV 41.9 dB 3 0
20 Locked QAM256 13 507000000 Hz -4.2 dBmV 41.9 dB 6 0
21 Locked QAM256 14 513000000 Hz -4.1 dBmV 42.0 dB 1 0
22 Locked QAM256 15 519000000 Hz -4.1 dBmV 28.6 dB 1412 0
23 Locked QAM256 16 525000000 Hz -3.9 dBmV 33.4 dB 1 0
24 Locked QAM256 17 531000000 Hz -3.8 dBmV 42.5 dB 1 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 5120 Ksym/sec 29400000 Hz 48.8 dBmV
2 Locked ATDMA 5 5120 Ksym/sec 35800000 Hz 46.8 dBmV
3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

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Regular Visitor

Re: connection issues, T4 timeouts, Speed 10mb or less of a 300mb connection

Anyone here? Anyone able to help?

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Diamond Problem Solver

Re: connection issues, T4 timeouts, Speed 10mb or less of a 300mb connection

You got bad SNR on some channels7,8,22,23) and missing 1 or 2 upstream channels. Basically, you have noise/interference on your cable. Could be anywhere from pedestal to your equipment? Chances are pretty good, the maintenance team put a high pass filter on your drop and knocked out your missing upstream channels to keep that noise from backfeeding back into the neighborhood. You’ll need a tech out.

I am a Retired Official Comcast Employee
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Expert

Re: connection issues, T4 timeouts, Speed 10mb or less of a 300mb connection

@LBFF 

 

Apologies for losing track of your thread.... 😞



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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!
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Regular Visitor

Re: connection issues, T4 timeouts, Speed 10mb or less of a 300mb connection

Thank you. It is really appreciated.

 

I hope they will come to fix my issue.

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Regular Visitor

Re: connection issues, T4 timeouts, Speed 10mb or less of a 300mb connection

I went around to where the cables are on the side of the house. I looks like a rat's nest of cables and some hardware (3/4 cable connectors). Hopefully they will come and remove the rat's nest of cable and the hardware that is making my connection so poor.