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internet lag after switching to new plan

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Contributor

internet lag after switching to new plan

I switched from 175 mbps internet to extreme pro+ 1000 mbps internet.  That was a mess as well but that's another part of the story.  Ever since switching I have lag with every device loading webpages, streaming video, playing games etc.  Almost every minutes it has to reload.

 

I tried calling support again last night and was told my Netgear C7000 could only handle up to 825 mbps instead of the 1000 mbps and that was why I have lag.  Isn't the input throttled down to whatever the device can actually handle? 

 

Well I decided to install a Netgear CAX80 docsis 3.1 to ensure there are no issues for many more years to come, it's basically the top of the line consumer modem router that exists today, which can handle over 2 Gb input. AND I STILL HAVE THE SAME LAG ISSUE!

 

Another thing that doesn't make sense.  The MyAccount app shows my internet is 70 mbps.  What?  If I check my plan online, or via chat, or try to change my plan it says I have 1000 mpbs which is correct.  However, when I speed test my modem directly it's only getting about 450 mbps download.  There are no signal issues reported in my modem.  I did not have any lag issue for years with my 175 mbps plan.  Something is messed up in the switchover to the new 1000 mbps plan.  Please help me fix this!  I haven't had competent help via chat or phone.  I've attached pics showing the different service level between the MyAccount app and the plan I should have which is correct online.  My speedtest is inbetween those two speeds so my guess is your system is trying to push two different internet speeds to my modem which is causing lag on my end.

 

 

MyAccount app.PNG
Plan as shown online.jpg
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Diamond Problem Solver

Re: internet lag after switching to new plan

Your modem isn’t compatible, you have to start there. You won’t get the speeds the modem is capable of because of a default boot file your modem gets if you use the wrong modem for the plan

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Contributor

Re: internet lag after switching to new plan

Thanks but I switched my modem to the Netgear CAX80 which was is a recommended modem listed at mydeviceinfo.xfinity.com for 1000 mbps plans.  Pretty sure that means its compatible.  

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Contributor

Re: internet lag after switching to new plan

After chatting with tech support we're under partial conclusion something in-line outside of my house is not capable of gigabit speed.  Quadruple checked the boot file and provision to my modem as 1 gb is correct and that my Netgear CAX80 is compatible.  I have a technician scheduled for Monday 10/5 to figure out if they can actually offer 1 gb speed to my location.

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Contributor

Re: internet lag after switching to new plan

Still have my technician appointment tomorrow but wanted to post another pic. 

 

Recap from yesterday, speedtest directly from my modem is around 450 mbps (speedtest.net built into modem, not my computer connected to it), my plan incorrectly still lists 70 mbps, the boot file/provision being sent to my modem is correct 1000 mpbs. 

 

So I moved my computer today to direct connect to the modem and speedtest through xfinity and I'm getting the 1000 mbps, BUT it says I'm "getting all of my 70 mpbs and then some".  This proves the line outside and through my house is capatible with 1000 mbps.  I'll see what the tech has to say tomorrow but in my opinion it still appears they are somehow mixing up two different boot files.   Or they have the provisions mixed up.   

Clipboard01.jpg
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Diamond Problem Solver

Re: internet lag after switching to new plan

You’ve proved that you’re getting the speeds you’re supposed to, that’s all the tech is going to look for. Your troubles lie within the wireless signal not a hardwired one. The one thing you haven’t done is post any signal levels or modem logs

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Contributor

Re: internet lag after switching to new plan

The issue is with wired and wireless because the service isn't working correctly.  I normally have my computer connected to a 100 mbps port, but even when I direct connect to the modem to get the 1000 mbps, the system still lags.  Here are current my signal levels (snapshot of them) and event log (log was cleared a few hours ago to see what happens).  Also check out this thread 

signals.jpg
event log redacted macs.jpg
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Contributor

Re: internet lag after switching to new plan

The tech visit at my house today went well, nice guy.  Unfortunately it didn't fix the internet lag though, so I'm not sure what to do.  As far as the technician side of it goes there's really nothing more he could do.

 

He removed the amplifier which wasn't needed anymore, replaced my old splitter going into my modem and dvr, and also replaced the old MoCA adapter.  I was hoping the issue would be the splitter and/or MoCA because I forgot about those.  His system showed everything working perfectly, all signal levels checked out and speed levels accurate with my modem, but basically were the same signals as what I posted above prior to those changes.  I have 0 uncorrectables now though so I don't think the issue has anything to do with signals.  I just cleared the event log again to see what might show up later.

 

I didn't get a chance to test really out the internet issue while he was here because he also swapped out my dvr for a newer one (still x1) and we were messing around with that.  My bad there, I should've been testing the internet to show him the problem after the changes but I don't think there's anything else he could've done. 

 

I showed him the 70 mbps thing on my account and the xfinity speedtest 70 mpbs thing above.  He said the myaccount stuff is having issues and doesn't know what's going on.  Could my lag issue have something to do with that?  What should my next steps be?

 

I didn't have this internet lag prior to switching to this new faster internet plan last Thursday.  There are absolutely no issues with the x1 system, only internet.  Here are some examples:

  • If I open a multiplayer game the game will freeze and reload the session almost every minute.  Other players in the game claim to be unaffected by it.  So I'm not slowing them down.  That makes it seem like a signal issue but the signals in my modem look fine.
  • Another example, opening web pages.  To open this particular post took three attempts.  The first attempt after 20 seconds said the page was unavailable, after clicking refresh the page loaded instantly, then when I clicked on the reply button it took about a minute to load this entry form.  Same thing happens on other webpages, sometimes load instantly other times hang.
  • Example of streaming video via internet, Netflix doesn't have much problem.  Only issue there is allowing it to autoplay into the next video cometimes cuts the sound until its paused and unpaused.  Hulu via app is almost unwatchable, its like the video game lag.  I haven't tried Amazon Prime or Disney+ yet but I'm guessing those will be the same since loading webpages have issues.  
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Contributor

Re: internet lag after switching to new plan

Curious, does the starting frequency matter?  Its starting at 513000000 Hz

 

Here are current signals and event log below:

 
Cable Connection
Cancel Apply
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	
513000000
 
Startup Procedure
Procedure	Status	Comment
Acquire Downstream Channel	513 MHz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
 
Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	256 QAM	20	513000000 Hz	-4.6 dBmV	40.4 dB	0	0
2	Locked	256 QAM	8	429000000 Hz	-4.0 dBmV	40.4 dB	0	0
3	Locked	256 QAM	9	435000000 Hz	-3.8 dBmV	40.4 dB	0	0
4	Locked	256 QAM	10	441000000 Hz	-4.0 dBmV	40.4 dB	0	0
5	Locked	256 QAM	11	453000000 Hz	-4.1 dBmV	40.4 dB	0	0
6	Locked	256 QAM	12	459000000 Hz	-4.2 dBmV	40.3 dB	0	0
7	Locked	256 QAM	13	465000000 Hz	-4.1 dBmV	40.5 dB	0	0
8	Locked	256 QAM	14	471000000 Hz	-4.1 dBmV	40.7 dB	0	0
9	Locked	256 QAM	15	477000000 Hz	-4.1 dBmV	40.5 dB	0	0
10	Locked	256 QAM	16	483000000 Hz	-4.2 dBmV	40.6 dB	0	0
11	Locked	256 QAM	17	489000000 Hz	-4.2 dBmV	40.5 dB	0	0
12	Locked	256 QAM	18	495000000 Hz	-4.2 dBmV	40.5 dB	0	0
13	Locked	256 QAM	19	507000000 Hz	-4.3 dBmV	40.4 dB	0	0
14	Locked	256 QAM	21	519000000 Hz	-4.7 dBmV	40.3 dB	0	0
15	Locked	256 QAM	22	525000000 Hz	-5.0 dBmV	40.2 dB	0	0
16	Locked	256 QAM	23	531000000 Hz	-5.2 dBmV	40.1 dB	0	0
17	Locked	256 QAM	24	537000000 Hz	-5.5 dBmV	40.0 dB	0	0
18	Locked	256 QAM	25	543000000 Hz	-5.5 dBmV	40.0 dB	0	0
19	Locked	256 QAM	26	549000000 Hz	-5.5 dBmV	40.0 dB	0	0
20	Locked	256 QAM	27	555000000 Hz	-5.3 dBmV	39.9 dB	0	0
21	Locked	256 QAM	28	561000000 Hz	-5.3 dBmV	40.0 dB	0	0
22	Locked	256 QAM	29	567000000 Hz	-5.2 dBmV	40.2 dB	0	0
23	Locked	256 QAM	30	573000000 Hz	-5.3 dBmV	40.1 dB	0	0
24	Locked	256 QAM	31	579000000 Hz	-5.2 dBmV	40.1 dB	0	0
25	Locked	256 QAM	32	585000000 Hz	-5.2 dBmV	40.0 dB	0	0
26	Locked	256 QAM	33	591000000 Hz	-5.3 dBmV	39.9 dB	0	0
27	Locked	256 QAM	34	597000000 Hz	-5.5 dBmV	39.8 dB	0	0
28	Locked	256 QAM	35	603000000 Hz	-5.7 dBmV	39.7 dB	0	0
29	Locked	256 QAM	36	609000000 Hz	-5.8 dBmV	39.8 dB	0	0
30	Locked	256 QAM	37	615000000 Hz	-5.8 dBmV	39.8 dB	0	0
31	Locked	256 QAM	38	621000000 Hz	-5.8 dBmV	39.8 dB	0	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0
 
Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	77	5120 Ksym/sec	36500000 Hz	40.5 dBmV
2	Locked	ATDMA	78	5120 Ksym/sec	30100000 Hz	40.5 dBmV
3	Locked	ATDMA	79	5120 Ksym/sec	23700000 Hz	40.3 dBmV
4	Locked	ATDMA	80	5120 Ksym/sec	17300000 Hz	39.0 dBmV
5	Not Locked	Unknown	0	0	0	0.0 dBmV
6	Not Locked	Unknown	0	0	0	0.0 dBmV
7	Not Locked	Unknown	0	0	0	0.0 dBmV
8	Not Locked	Unknown	0	0	0	0.0 dBmV
 
Downstream OFDM Channels
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 ,2 ,3	48	722000000 Hz	-6.72 dBmV	38.2 dB	1228 ~ 2867	26004036	22510608	0
2	Not Locked	0	0	0 Hz	0 dBmV	0 dB	0 ~ 4095	0	0	0
 
Upstream OFDMA Channels
Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV
 
Extended Upstream Transmit Power
 
Current System Time:Tue Oct 06 15:26:02 2020
System Up Time:00:58:39

 

event log.jpg
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Contributor

Re: internet lag after switching to new plan

Another t3 timeout last night.  Starting to look like a signal issue.  I forgot to post below but downstream was at -9dBmV earlier and is currently -7.9dBmV.  Any chance someone can escalate this to an engineer to see if an amplifier in my area is having issues?

 

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	256 QAM	20	513000000 Hz	-4.9 dBmV	40.2 dB	139	385
2	Locked	256 QAM	8	429000000 Hz	-4.1 dBmV	40.4 dB	228	511
3	Locked	256 QAM	9	435000000 Hz	-4.0 dBmV	40.4 dB	203	495
4	Locked	256 QAM	10	441000000 Hz	-4.1 dBmV	40.3 dB	307	485
5	Locked	256 QAM	11	453000000 Hz	-4.3 dBmV	40.4 dB	176	449
6	Locked	256 QAM	12	459000000 Hz	-4.3 dBmV	40.3 dB	148	435
7	Locked	256 QAM	13	465000000 Hz	-4.3 dBmV	40.5 dB	227	409
8	Locked	256 QAM	14	471000000 Hz	-4.2 dBmV	40.6 dB	169	437
9	Locked	256 QAM	15	477000000 Hz	-4.3 dBmV	40.5 dB	142	390
10	Locked	256 QAM	16	483000000 Hz	-4.4 dBmV	40.4 dB	153	360
11	Locked	256 QAM	17	489000000 Hz	-4.5 dBmV	40.3 dB	117	366
12	Locked	256 QAM	18	495000000 Hz	-4.6 dBmV	40.3 dB	90	364
13	Locked	256 QAM	19	507000000 Hz	-4.6 dBmV	40.2 dB	127	334
14	Locked	256 QAM	21	519000000 Hz	-5.1 dBmV	40.2 dB	91	370
15	Locked	256 QAM	22	525000000 Hz	-5.3 dBmV	40.0 dB	112	257
16	Locked	256 QAM	23	531000000 Hz	-5.4 dBmV	40.0 dB	95	341
17	Locked	256 QAM	24	537000000 Hz	-5.7 dBmV	39.9 dB	98	350
18	Locked	256 QAM	25	543000000 Hz	-5.7 dBmV	39.9 dB	116	315
19	Locked	256 QAM	26	549000000 Hz	-5.6 dBmV	39.9 dB	105	293
20	Locked	256 QAM	27	555000000 Hz	-5.4 dBmV	39.8 dB	121	315
21	Locked	256 QAM	28	561000000 Hz	-5.3 dBmV	40.0 dB	66	287
22	Locked	256 QAM	29	567000000 Hz	-5.2 dBmV	40.1 dB	70	198
23	Locked	256 QAM	30	573000000 Hz	-5.3 dBmV	40.1 dB	70	215
24	Locked	256 QAM	31	579000000 Hz	-5.2 dBmV	40.1 dB	107	277
25	Locked	256 QAM	32	585000000 Hz	-5.2 dBmV	40.0 dB	68	249
26	Locked	256 QAM	33	591000000 Hz	-5.3 dBmV	39.9 dB	80	198
27	Locked	256 QAM	34	597000000 Hz	-5.6 dBmV	39.8 dB	67	216
28	Locked	256 QAM	35	603000000 Hz	-5.8 dBmV	39.7 dB	80	195
29	Locked	256 QAM	36	609000000 Hz	-5.9 dBmV	39.7 dB	89	207
30	Locked	256 QAM	37	615000000 Hz	-6.0 dBmV	39.7 dB	74	191
31	Locked	256 QAM	38	621000000 Hz	-6.2 dBmV	39.6 dB	79	180
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

 

event log.jpg
Highlighted
Contributor

Re: internet lag after switching to new plan

No new event log entries today, i.e no t3 timeouts or tlv11 unrecognized oid.  Been surfing the web for about 10 mins now and no issues.  Also notice the myAccount stuff is correctly displaying my plan now.  I won't mark this as resolved yet but I'm hopeful!  Maybe it was just something that hadn't adjusted to my  new plan yet or maybe they just happened to fix a line or an amplifier in the area without my involvement.  I didn't get a chance to chat with my neighbors this past week to see if anyone else had any issues. 

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Contributor

Re: internet lag after switching to new plan

At this point I think I'm good to go.  I'm not sure what changed, syncronization issues and/or fixes somewhere outside I'm not aware of.  Nobody told me anything.  Wish I could say what fixed the problem.  All I know is for 3 hours now everything internet related is working great, no event log issues etc.  I did notice my downstream OFDM channel power lowered a bit to a better spec.  Makes me think Xfinity fixed something somewhere outside.  

 

I guess mark this post as closed if you deem my info worthy of 'best answer'.  If the issue happens again I'll make a new post.