Hello Experts:
I've been having intermittent very slow (>.5mbps) upload speeds with always normal download speeds recently, which is causing the internet (esp. my work VPN) to be very slow. It seems to randomly fix itself sometimes and after calls with Comcast but today it seems to be getting worse. Comcast is sending a tech out this weekend to check. I wanted to see if anyone here had an idea of what is going on and if it might be something on my end (like my modem). Thanks for your help! Hope there's enough info here to diagnose.
Here are the details:
1) Your location: City and State.
San Francisco Bay Area (I live just south of San Francisco)
2) A description of the problem.
Recently, upload speeds have gone down to 0.1-0.3mbps. This has really caused issues with my work VPN, among other things. Download speeds are good and same as before.
3) Is the issue intermittent, constant or does it occur at a specific time of day?
It does seem sporadic. Today I called Comcast and they did some "upgrade" which fixed it but within about two hours it is slow again. Hardwired to modem. Tried resetting and restarting modem via Comcast's help and by the modem config interface (after disconnecting the coax cable the reset button shows up), using different laptops, etc. No difference.
4) Your modem make, model & firmware version.
Arris/Moto Surboard SB6121. Cannot find firmware version on configuration webpages.
5) Describe any home networking if applicable. (i.e. routers, hubs, adapters, etc.)
Using an Asus RT-N56U router.
6) List any firewall and/or anti-virus software you have installed. Include what version you have.
Avira, latest version. It's slow when testing on my Galaxy S7 as well.
7) What HSI Tier you are subscribed to: (i.e. 6/1, 25/5, 50/10, 105/10, 150/10, etc.)
Subbed to 25/5 (I think its called Performance)
8) Post a Speed Test
Using Comcast's tool, tested around 4pm Pacific Time:
IPv4
Ping (ms)
14
Download (Mbps)
30.4
Peak: 30.97
Upload (Mbps)
0.30
Peak: 0.62
Server location: Sacramento, CA
About 5 minutes later I got:
25ms
30.0 down
6.0 up
About 10 mins later and I got:
30ms
30.4 down
0.78 up
Another 10 mins later and got:
29ms
30.5 down
0.59 up
9) Post what browser/browsers you are using while running a speed test.
Google Chrome. Tried with MS Edge and same result
10) What indicator lights does the modem have and the current status of each. (i.e. constant or blinking)
All lights are normal operation. So all solid except Ethernet which is blinking. Power, Internet are green. Uplink, Downlink, Ethernet are blue.
11) Post the modem's Signal Levels & Log Entries
Comcast support indicated that 16 dBmV is acceptable for downstream power level. Here are the details:
Downstream Bonding Channel Value
Channel ID 9 10 14 16
Frequency 561000000 Hz 567000000 Hz 591000000 Hz 603000000 Hz
Signal to Noise Ratio 37 dB 36 dB 38 dB 38 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
16 dBmV 16 dBmV 17 dBmV 17 dBmV
Upstream Bonding Channel Value
Channel ID 93 94 95 96
Frequency 17300000 Hz 23700000 Hz 30300000 Hz 36700000 Hz
Ranging Service ID 9052 9052 9052 9052
Symbol Rate 5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec
Power Level 40 dBmV 40 dBmV 40 dBmV 40 dBmV
Upstream Modulation [3] QPSK
[3] 64QAM
[3] QPSK
[3] 64QAM
[3] QPSK
[3] 64QAM
[3] QPSK
[3] 64QAM
Ranging Status Success Success Success Success
Signal Stats (Codewords) Bonding Channel Value
Channel ID 9 10 14 16
Total Unerrored Codewords 45073735 45074036 45074217 45074221
Total Correctable Codewords 25 9 6 5
Total Uncorrectable Codewords 651 512 469 603
Logs:
No Ranging Response received - T3 time-out;
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;
ToD request sent - No Response received;
No Ranging Response received - T3 time-out;
Cable Modem Reboot due to power reset;
12) Give a description of the cable & splitters configuration in your home leading to the modem.
I haven't installed any splitters. The cable line comes out underneath the carpeting in my apartment in a corner of the room and I'm not certain where it leads to (looks to be set up by a previous tech as the cables connectors look the same as the ones Comcast provided me before). Speeds have been fine in the past so I'm not sure that this is an issue.
13) Packet Loss tests:
Tracert to google works fine. Pinging google.com occasionally results in a timed out request.
I'm getting packet loss when using the DSL reports line quality tool:
http://www.dslreports.com/pingtest/bbb784a97a84/3416962?r=403
Copied from the above link in case it doesn't work:
Ping test shows losses:
Test
(From VA, USA) Loss Min
Latency Avg
Latency Max
Latency Pass
Fail
basic ping
10s of 40 byte packets, 2 per second 15% 79.9ms 84.4ms 95.0ms
fail
low bandwidth stream
10s of 1400 byte packets at 56 kbit 35% 81.2ms 83.2ms 91.6ms
fail
your first hop ping
stream of 40byte pings to 68.85.216.58 0% loss 72.2ms You are 7.7ms
to your first hop pass
pass
Out of the three servers, the SF one shows an issue. Others are pass.
1 minute hop loss analysis from San Francisco, CA, USA tester5.ec2.dslreports.com
Hop Host LOSS Best Avg Worst Jitter
0
1 100.64.16.223 0.0% 0.4 0.8 8.1 0.6
2 72.21.222.221 0.0% 0.8 1.0 4.3 0.2
3 54.240.243.142 0.0% 1.1 13.1 37.1 7.4
4 54.240.243.131 0.0% 0.9 1.1 5.5 0.2
5 be-103-pe02.529bryant.ca.ibone.comcast.net 0.0% 1.3 2.0 24.6 1.0
6 hu-6-1-2-cr01.sunnyvale.ca.ibone.comcast.net
note: this hop has shown 19 icmp loss over the last 14 days. 3.3% 1.4 4.8 78.9 4.0
7 be-7922-ar01.santaclara.ca.sfba.comcast.net 0.0% 1.6 1.9 2.2 0.2
8 be-217-sur03.dalycity.ca.sfba.comcast.net 0.0% 2.7 2.9 3.1 0.1
9 te-6-0-acr04.dalycity.ca.sfba.comcast.net 0.0% 2.6 3.2 21.0 1.0
10 (TARGET IP ADDRESS) 15.0% 10.3 12.6 26.3 3.1
Thanks for your help!!!
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[Speed] [Speed] Normal Download, Very Slow Upload
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[Signals] Node or Amp or Pedestal Issue? Signals are crazy
Over the last week or so, my downstream power levels have risen from around +6 dVmV to +15 dBmV while my upstream power levels have lowered from 42, 45, 43 to 40, 41, 39 dBmV.
I have already ensured that the coax connectors to all my equipment are tight and secured. I have checked all wiring and no visible damage can be seen. I rebooted my SB6190 and the levels still remain. Along with the huge number of uncorrectable and correctable codewords.
I am beginning to think that a truck roll is necessary.
For what it's worth my underground drop was replaced in July 2016, so I do not think that the line is bad already.
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[Equip] router/modem
I am renting the Arris TG8626/CT router/modem from comcast and I want to get away from the rental fees.What is a good compatible router/modem for me to get.I need one with 4 Ethernet ports a phone connection and a coaxial connection
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[Connectivity] ping-latency
does the distance of the website that you are pinging make a difference? in other words if the website is further away from you will the ping be higher?
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[Speed] Side Discussion on New speed tiers in 2016
I noticed this page while looking at the bill.
Beginning from March 16th, Performance Pro and Blast! Pro are available for speeds up to 100 Mbps and 200 Mbps respectively.
I currently have Blast! (150/10) plan with Comcast and seems like this service won't be available for new subscriptions but replaced with Blast! Pro etc.
I'm in Sacramento, California region. Did anyone else receive similar notice on their bill?
Could this also mean free speed upgrades as well?
[att=1]
Mod Note: See also >
https://www.dslreports.com/forum/r30662059-1000-35-Anyone-Have-It
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[Other] Web site
Easy 50% of the time the Xfinity account information site fails. Getting data usage and account information can be frustrating. Does anyone else have this issue?
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[Connectivity] Numerous disconnects / timeouts, running out of ideas
I currently in NJ, paying for 200Mbps service.
I am having frequent disconnects / T3 and T4 timeouts with my HSI. This issue is intermittent, we may go a day or two without issue, then have one or two timeouts / disconnects in a day, then a day like today where I get multiple disconnects per hour. This has been happening for the past two months or so.
Today 02/20/17 I've had disconnects at 18:33:58, 19:26:29, 19:30:49, 19:31:00, and 20:23:43.
I've had a tech visit about a week ago. He thought the issue was corroded connections coming into the outside splitter, all connections were replaced, but it did not fix the issue.
After reading this forum, I thought the 6-way splitter being used (Antronix 2006V) might be making the signal too low (upstream often below -8.0dB, downstream often be above 50.0dB), so I replaced it with a 3-way Antronix 2003V. After that the signal levels were much improved (downstream +0.2dB to -0.6dB, S/N 42.2dB to 40.4dB, upstream 43.8dB to 42.3 dB). Unfortunately after this the disconnects / timeouts continue.
I've also replaced the original Arris SB6183 modem with a Netgear CM600 and my current Motorola MB7420. The Netgear and Motorola both show better signals than the Arris - but all three have had the disconnect / timeout issue.
BTW, my son said once that other kids in the neighborhood had an outage at the same time as us, but I don't have enough info to claim this is an issue for the area.
I really don't want to just have another tech come out again to say the signal is fine, and get charged $40 for a service call. But beyond calling again, I'm wondering what else I can try. Thanks.
(Also posted in Direct forum)
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[Speed] Comcast 2017 Speed Upgrades
Comcast announced today the first, free, speed upgrades of 2017.
Houston and some Northwest markets are getting their Performance tier speed upgraded from 50 to 70 Mbps:
Comcast to Increase Internet Speeds for Customers in Houston at No Additional Cost
Customers Can Stream Shows, Video Chat or Use At Least Four Devices at Once with Xfinity’s Performance Internet
Comcast press release, Business Wire - March 1, 2017
http://www.businesswire.com/news/home/20170301005278/en/Comcast-Increase-Internet-Speeds-Customers-Houston-Additional
Comcast to Increase Internet Speeds for Customers in Washington State at No Additional Cost
Customers Can Stream Shows, Video Chat or Use At Least Four Devices at Once with Xfinity’s Performance Internet
Comcast press release, Business Wire - March 1, 2017
http://www.businesswire.com/news/home/20170301005717/en/Comcast-Increase-Internet-Speeds-Customers-Washington-State
Comcast to Increase Internet Speeds for Customers in Oregon/SW Washington at No Additional Cost
Customers Can Stream Shows, Video Chat or Use At Least Four Devices at Once with Xfinity’s Performance Internet
Comcast press release, Business Wire - March 1, 2017
http://www.businesswire.com/news/home/20170301005451/en/Comcast-Increase-Internet-Speeds-Customers-OregonSW-Washingtonquote:Comcast today announced it is increasing the speeds of its Xfinity Internet speed package – Performance Internet – for existing customers … at no additional cost.
Performance Internet customers will see their download speed increase from 50 Mbps to up to 70 Mbps. Customers can expect to experience the new speeds today, March 1.
To get the increased speeds, most customers will simply need to re-start their modems when notified by Comcast that the new speed is available. Comcast will also notify customers who may need to upgrade their modems to receive the increased speeds. Customers who lease modems from Comcast will be able to receive upgraded modems at no additional charge. Customers who own their own modems and need to upgrade their modems to receive the increased speeds will need to purchase a new modem or can lease a new modem from Comcast. ...EDIT: Karl also has a news item up on this now: https://www.dslreports.com/shownews/Comcast-Begins-Bumping-Performance-Tier-From-50-to-70-Mbps-139061
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[Connectivity] netflix server
i never have any packet loss,i ping lots of websites and always get around 20ms or under on average.why is it when i ping www.netflix.com i average around 94ms ?
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[Speed] Side Discussion About Gigabit Pro & earlier Gigabit Deployments
Anyone know if Comcast has actually started installs? I live in the west palm beach, fl market announced for deployment this month. So far phone agents don't know anything of the service. I've been told by different agents, 2016, June and it'll be in the system tomorrow. None had even heard of the service before I inquired and they did a bit of research, so I went to out local sales office to inquire in person. There I had to show them the press release, to which they simply said its not yet available in the market. Seems like this was a pure fiber to the press release hail marry announcement to try to salvage the dead merger.
Mod Note:
Report actual receipt of Gigabit service here -> https://www.dslreports.com/forum/r30084813-Speed-Report-Gigabit-Pro-Service-Here
Side discussion in this thread, please. Keep it on topic. If you have questions or suggestions, please IM uid://455626.
We need to consolidate all discussion about Gigabit Pro to one topic, all discussion which is not confirmed report of availability in a particular area. The report topics are now posted and stickied.
See also these now closed topics ->
https://www.dslreports.com/forum/r30008362-Speed-2-Gbps-Coming-to-SE-Florida
https://www.dslreports.com/forum/r30038435-Speed-Chicago-getting-Gigabit-Pro-later-this-Month
https://www.dslreports.com/forum/r30068565-Speed-Gigabit-Pro-May-be-coming-to-Portland
https://www.dslreports.com/forum/r30068519-Speed-Gigabit-Pro-coming-to-Denver
https://www.dslreports.com/forum/r30068453-Comcast-to-offer-Gigabit-Pro-in-Minneapolis-St-Paul
https://www.dslreports.com/forum/r30049713-Speed-Comcast-2-Gbps-Fiber-to-the-Home
http://www.dslreports.com/forum/r30129326-Reduced-latency-with-Extreme-250-service
http://www.dslreports.com/forum/r30165313-Plan-Extreme-505-Mbps-for-400
http://www.dslreports.com/forum/r30166441-extreme-505
http://www.dslreports.com/forum/r30168268-Speed-Comcast-Gigabit-pro-for-Nashville-available-to-order
https://www.dslreports.com/forum/r30676109-Email-stating-gigabit-is-on-the-way-to-Woodstock-GA
https://www.dslreports.com/forum/r30668361-Install-Gigabit-Pro-install-in-an-MDU
https://www.dslreports.com/forum/r30687179-Comparing-Comcast-Gigabit-to-other-high-speed-ISPs
https://www.dslreports.com/forum/r30748503-DOCSIS-Gigabit-Service-Email (Marietta, GA)
Note this new side discussion topic for the DOCSIS 3.1 Gigabit deployment > https://www.dslreports.com/forum/r30813189-Plan-Side-Discussion-on-DOCSIS-3-1-Gigabit-service
uid://720248 will post new stickied topic for those who wish to report actual install of DOCSIS 3.1 Gigabit service. Watch for it in the stickied section at top of the forum list.
uid://455626 Forum Moderator
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First time I saw this modem message
Looked at my Zoom's modem log, and saw this message:
Mon Mar 06 04:29:17 2017 Notice (6) DHCP Renew - lease parameters Time Protocol Servers modified;...
Nothing wrong, just a bit weird.
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[Equip] puma chipset GW being shipped by comcast
Hi,
I just signed up for internet with xfinity (moving from uverse). to get started,i'm letting them provide the GW. In my account (and verified with a rep) it shows a TG1682G is being shipped. this forum shows it has a latency issue. What's the latest on this from a firmware update view? Is my only option it take it to an xfinity store and ask for a different unit? what should i ask for (that they're probably going to have on hand)? thanks.
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[Caps] COMCAST Data Usage Meter
Comcast's Data usage meter is totally worthless. No breakdown by Video/Gaming/Downloads/Web Surfacing. No independent means of monitor data traffic thru ARRIS SBG6700AC. If COMCAST is treating data usage as a Utility then it regulated like your Electric/Water or subject to the standards used by the states for Gas Pumps at gas stations.
This is where Internet companies violate FTC, state consumer protection, and weight-and-measures standards or regulations all over the place. You cannot charge for a metered commodity without having that meter registered, calibrated, and available for audit at any time. Data transmission is most certainly a commodity. 1's and 0's are all the content there is and the other attribute is rate which is also a meter. To do this within strict expectations of weights-and-measures best practice, your account should have a serial number of the running GB you use. Each bill then merely prints the starting and ending serial number. There should be no hard reset and blackout on the meter. You should be able to audit its progress at anytime.
If you are going to charge by the byte then give me an detailed usage meter either online or as a downloadable app. At least the wireless companies that have a usage meter can break this down even if setup a mobile hot spot.
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[DOCSIS] What is docsis 3.1?
How much will the speed increase. Will it lower latency? And do they charge you for the new equipment?
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Cable modem internal web pages being blocked?
So I recently switched from a SB6120 to a CM3008 (don't laugh, it was free). Basically from a 4x4 to an 8x4 modem. And it was nice being able to see the signal level stats on the SB6120 at http://192.168.100.1/. However on the CM3008, I can only see it's internal web pages at that address if I power it up with the coax unplugged. Which obviously provides no useful info while not connected. As soon as I reconnect it and it gets online I am unable to view those pages anymore. :(
So why would Comcast prevent people from seeing useful data on some brands of cable modems and not others? And is there any way I can get around this block? Signal level data can be very useful after all!
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Hot spot(s) not passing traffic
Had to crash at a friends and forgot to get the wifi password before settling in. No bother! Xfinity hot spot with screaming signal and 5Ghz signal. Sweet! Assigned an IP and that's about all she wrote. I've had this happen more times than not! I was using and iPhone 6 and my Android last night. I have a friend who has the trouble from time to time, too! What gives?? Comcast's hot spots are of little use and provide lackluster service. Sad.
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[Signals] Node or Amp or Pedestal Issue? Signals are crazy
Over the last week or so, my downstream power levels have risen from around +6 dVmV to +15 dBmV while my upstream power levels have lowered from 42, 45, 43 to 40, 41, 39 dBmV.
I have already ensured that the coax connectors to all my equipment are tight and secured. I have checked all wiring and no visible damage can be seen. I rebooted my SB6190 and the levels still remain. Along with the huge number of uncorrectable and correctable codewords.
I am beginning to think that a truck roll is necessary.
For what it's worth my underground drop was replaced in July 2016, so I do not think that the line is bad already.
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[Business] Strange connectivity issue
I have a comcast business account with a static IP and a comcast furnished modem/router (required with static IPs). Everything had been going fine for over a year until very recently when I had a severe connectivity issue from one day to the next.
Comcast sent a tech out, replaced the modem and could not find the issue but acknowledged it existed since they were also kicked out of their remote session with the modem at one point. This was traced to some kind of update that comcast was sending out the modem, but the modem wasnt acknowledging it and for some reason it created a loop and the modem would lose connectivity for a short period.. 10 seconds or so. Once they figured out what it was they fixed it.. kind of.
Fast forward to after it was determined that it was this update that was causing the issue.
Now I have am much more subtle problem. After a certain period of time, I am no longer able to log in remotely to my computers. I was using Teamviewer without an issue for years but after all of this, Teamviewer would refuse to connect after a while. I installed logmein to see if it was related to Teamviewer, but it too would refuse connections after a few hours. One of the computers affected connects directly to the comcast modem, the other goes through a switch first. Since I have two remote clients installed and connect to the comcast modem in two different ways, I am ruling out that the issue has to do with the remote connection software, or the cabling (since all of this worked just fine for years).
When this happens, the teamviewer connection window at the affected location shows that the connection is LAN only, in other words, it can no longer connect to the internet. Other computers on the network are not affected however.
Whats weird is that if I reboot the comcast modem, I am again able to log in to all the affected computers using both of the affected remote control softwares and to either one of the affected computers.
Since the cure to my issue is rebooting the modem, I have to think that the problem is on the comcast side.. but they have now replaced the modem twice and are unable to find any other issues.
What could be causing this issue that is cured by rebooting the comast modem.. but only for a few hours before it re-occurs ?
Thanks for any insight, Stephan
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[Speed] Side Discussion on New speed tiers in 2016
I noticed this page while looking at the bill.
Beginning from March 16th, Performance Pro and Blast! Pro are available for speeds up to 100 Mbps and 200 Mbps respectively.
I currently have Blast! (150/10) plan with Comcast and seems like this service won't be available for new subscriptions but replaced with Blast! Pro etc.
I'm in Sacramento, California region. Did anyone else receive similar notice on their bill?
Could this also mean free speed upgrades as well?
[att=1]
Mod Note: See also >
https://www.dslreports.com/forum/r30662059-1000-35-Anyone-Have-It
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[Signals] Filter for LTE Interference
I noticed this item when working on an antenna project. Wondering if it would be helpful to those with LTE ingress issues...
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