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Move gateway
I attempted to move my gateway to improve connectivity but when I moved the gateway to the new location my streaming service seemed to buffer (cut out). I reviewed the information available on the Xfinity website and it made it seem easy. Did I miss a step?
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train_wreck
Contributor
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61 Messages
1 month ago
It sounds to me like the new location's coax connection isn't as good as the one in the previous location. If you move the gateway back to the first location, does buffering improve? One of the moderators on the board will probably reply to take the chat private, but the solution could potentially involve examining the coax layout of the house/apartment and making sure any unnecessary splitters are removed, ideally giving that location's outlet as direct a path back to the outside coax line as possible. Good luck!
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EG
Expert
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111.6K Messages
1 month ago
@user_675df2
Is this via WiFi or a hardwired Ethernet connection ?
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EG
Expert
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111.6K Messages
1 month ago
@user_675df2
OK, what do the modem's signal status values look like at the second location ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1
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.
What is the exact make and model number of the modem / gateway device ?
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XfinityBenny
Official Employee
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903 Messages
1 month ago
@user_675df2 Thanks for adding a post. If the internet is working at the new location, you didn't miss anything. The degraded signal can be a cause of too many splitters or bad cables. What connectivity problems were there to try the change?
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EG
Expert
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111.6K Messages
1 month ago
@user_675df2
Have you had a chance to check those signal values ?
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user_675df2
Visitor
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17 Messages
1 month ago
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EG
Expert
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111.6K Messages
1 month ago
In both places, the downstream power is too low / out of spec. The SNR's are on the low side as well. It also appears that there are channels missing. That also can be caused by the connection quality impairment. Would you please also post the upstream channel values for both places.
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user_675df2
Visitor
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17 Messages
1 month ago
I didn’t move back the modem back to the original location. I switched out the cable and it seems much better for now
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EG
Expert
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111.6K Messages
1 month ago
@user_675df2
There is still an impairment somewhere. Even though the upstream channel values are in spec, the channels are operating at 16 QAM modulation when they should be at 64 QAM. Line noise ingress in the upstream / return path can cause them to drop down to using a lower order modulation scheme like that.
There are other signal stat values 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 (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and check those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
(edited)
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EG
Expert
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111.6K Messages
1 month ago
@user_675df2
Quite welcome ! I am unable to answer your question as I am not a Comcast employee. Sorry.
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