Ok, what do the modem's signal status values look like ? Try getting them here; http://192.168.100.1
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
Is there a router in the mix here ? If so, is this with a WiFi connection ?
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.
This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.
The downstream power is on the low /weak side and it may be intermittently fluctuating even lowerer to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/reconfigured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also, check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, or animal chews.
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.
You didn't mention the make and the model number of the router? And for another test, what speed do you get with that PC connected directly to the CM1000 (no router in the mix) ?
You'll need to power cycle the modem when you make this change, and then again when you re-insert the router into the path.
The Router is an ASUS RT-AC66U B1 running the latest firmware
I will start checking the connections, do you have a recommended splitter brand? I am not sure if there are any, and if they are needed, this modem is the only thing on the line so i may be able to remove any that are in place
No splitters on the line, one FF connector in the closet and a GLS-100 outside in the cabinet, the house is only 6 years old so wiring is all new, connections are tight.
You're quite welcome ! That router should be fine for that speed plan. If it winds up that you need to replace a splitter, I will recommend some brands that Comcast actually uses.
Thanks for the pic, but I still can't see the full model number.. If that's a GLF 1002 then it's a MoCA filter. They sometimes go bad. For a test, try bypassing it and see if the downstream power level improves.
So you gained about 1dB, which is typical. I'd venture to say there is nothing wrong with the filter. The bottom line is, has the connection improved at all ? If you are using MoCA, be sure to put it back in the line.
Some auxillary cable boxes, like the ones that allow features like whole-home DVR and multi-room viewing, talk to each other via MoCA. Put it back inline. It was installed for a reason.
Yeah. You need a tech out to investigate further. Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere, but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Good luck with it ! Please post back with how things turn out.
Well I was unable to get to a live person using the 800-934-6489 support number, it ran me around in circles and kept wanting to reboot the modem.
I tried to break it's string of fixes, but it always wanted to reboot the modem, infuriating to say the least.
I just ordered a Hitron CODA56, will I be able to get this running without speaking to someone? Maybe I just try and flag down an xfinity truck on the road...
Hello @GuyM4 I see you have done an awesome check to narrow down your speed concerns, thanks @EG for all the helpful tips provided! I'll be more than happy to take it from here. To get started, send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
I did do a direct message with all my info, never saw any action over there, today I replaced my modem with a CODA56 and have it running, although on the xfinity page it shows as offline, it had no affect on my speed
GuyM4, hi there. We did receive your information. I am going to assist with the response.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
EG
Expert
•
114.2K Messages
5 days ago
Which speed plan are you subscribed to ?
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EG
Expert
•
114.2K Messages
5 days ago
Ok, what do the modem's signal status values look like ? Try getting them here; http://192.168.100.1
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
Is there a router in the mix here ? If so, is this with a WiFi connection ?
(edited)
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EG
Expert
•
114.2K Messages
5 days ago
admin is the default username, and password is the default password.
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GuyM4
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17 Messages
5 days ago
1
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EG
Expert
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114.2K Messages
5 days ago
This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.
The downstream power is on the low /weak side and it may be intermittently fluctuating even lowerer to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/reconfigured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also, check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, or animal chews.
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.
You didn't mention the make and the model number of the router? And for another test, what speed do you get with that PC connected directly to the CM1000 (no router in the mix) ?
You'll need to power cycle the modem when you make this change, and then again when you re-insert the router into the path.
2
0
EG
Expert
•
114.2K Messages
5 days ago
You're quite welcome ! That router should be fine for that speed plan. If it winds up that you need to replace a splitter, I will recommend some brands that Comcast actually uses.
1
0
EG
Expert
•
114.2K Messages
5 days ago
Please clarify what a GLS 100 is ? Is it an amplifier ?
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EG
Expert
•
114.2K Messages
4 days ago
Thanks for the pic, but I still can't see the full model number.. If that's a GLF 1002 then it's a MoCA filter. They sometimes go bad. For a test, try bypassing it and see if the downstream power level improves.
(edited)
1
0
EG
Expert
•
114.2K Messages
4 days ago
So you gained about 1dB, which is typical. I'd venture to say there is nothing wrong with the filter. The bottom line is, has the connection improved at all ? If you are using MoCA, be sure to put it back in the line.
1
0
EG
Expert
•
114.2K Messages
4 days ago
Some auxillary cable boxes, like the ones that allow features like whole-home DVR and multi-room viewing, talk to each other via MoCA. Put it back inline. It was installed for a reason.
(edited)
1
0
EG
Expert
•
114.2K Messages
4 days ago
Yeah. You need a tech out to investigate further. Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere, but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Good luck with it ! Please post back with how things turn out.
5
0
EG
Expert
•
114.2K Messages
15 hours ago
@GuyM4 @XfinityQue
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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0