Consistent problems. Not sure what else to do.
For the last few years I have been having problems with my xfinity service. I have called and contacted support several times to be told it was my modem, my router, etc. and usually the tech just states to reboot the modem, which at that point I have already tried.
Services are unstable. I am paying for gigabit service, but I seldom get above 600 down. this morning it was 200. I replaced my modem and my wifi router in August of last year. I don't have a cable box, and no splittlers that I know of. Just the coax in to the modem (which I also replaced in August) direct to the wall. I've taken the plate off the wall and I didn't see a spliter, but the wall mount is in a hard to see place so I can't be 100% on that. My modem is approved on the xfinity list for 1 gigabit speeds (aris surfboard) and my wifi router is Wifi-6.
Getting into my Aris modem logs is tricky due to Broadcom's expired certificate issues, but I do get in there and I see my power and signal levels look okay.
My problem is that I can't seem to get xfinity to take this seriously. I've checked the cabling at the back of the house and there is several splitters back there, some don't even have more than one cable in and one cable out so not sure why a splitter was used. I've had to tighten those cables several times. They have only sent techs out twice. The first pair of techs almost seemed like hired help via third party and they were no help. they poked at a few things, and then said modem and left. Another one came out and checked cabling in the back and said no, it was the cables. That was two+ years ago, and I think it took something like 7 calls to get to that point.
Can any one provide input on the data below and identify if they see anything that could be my equipment? At this point I don't know what else to do. I dont know if i should pop open the plates behind the wall in the living room and again in the bedroom closet where I beleve the entry point in to our appartment is and replace any splitters there? if there are splitters there with one cable in / one cable out should i get rid of that and get a connector piece?
Any advice would be helpful. I am at the point I am ready to cancel my service with xfinity and move to another provider now that we have one who will service our area. Obviously with covid my spouse and I both are working from home, and I am also in school remotly. Im about to take a certification test that spans two days, and I need stable internet. I don't want to have to call xfinity again go through several phone calls just testing modem speeds on speedtest.xfinity.com and rebooting modems and routers when I have done these quiet a few times. I'd like to try to get a tech on the phone or out here who has more knowledge than the baseline front of house tech support. Not sure what to do. If its my modem I'd gladly replace it. thats easy. But we are on our third modem in this appartment over 5 years and the current one is less than a year old. I don't think its the modem.
I was going to paste error logs below, but after rebooting my modem all i have are errors from december and october of last year stating T3 time out errors. When I had looked at logs this morning before rebooting I had CM-STATUS Event Code 24, 23, 22 and 16 errors.
|Channel ID||Lock Status||Modulation||Frequency||Power||SNR/MER||Corrected||Uncorrectables|
|1||Locked||QAM256||429000000 Hz||-1.0 dBmV||43.7 dB||0||0|
|2||Locked||QAM256||435000000 Hz||-1.2 dBmV||43.5 dB||0||0|
|3||Locked||QAM256||441000000 Hz||-1.2 dBmV||43.5 dB||0||0|
|4||Locked||QAM256||447000000 Hz||-1.3 dBmV||43.6 dB||0||0|
|5||Locked||QAM256||453000000 Hz||-1.4 dBmV||43.5 dB||0||0|
|6||Locked||QAM256||459000000 Hz||-1.7 dBmV||43.4 dB||0||0|
|7||Locked||QAM256||465000000 Hz||-1.8 dBmV||43.4 dB||0||0|
|8||Locked||QAM256||471000000 Hz||-1.7 dBmV||43.4 dB||0||0|
|9||Locked||QAM256||477000000 Hz||-2.0 dBmV||43.2 dB||0||0|
|10||Locked||QAM256||483000000 Hz||-2.4 dBmV||43.2 dB||0||0|
|11||Locked||QAM256||489000000 Hz||-2.2 dBmV||43.2 dB||0||0|
|12||Locked||QAM256||495000000 Hz||-2.3 dBmV||42.9 dB||0||0|
|13||Locked||QAM256||507000000 Hz||-3.0 dBmV||42.5 dB||0||0|
|14||Locked||QAM256||513000000 Hz||-3.2 dBmV||42.7 dB||0||0|
|15||Locked||QAM256||519000000 Hz||-3.2 dBmV||42.6 dB||0||0|
|16||Locked||QAM256||525000000 Hz||-3.4 dBmV||42.4 dB||0||0|
|17||Locked||QAM256||531000000 Hz||-3.5 dBmV||42.4 dB||0||0|
|18||Locked||QAM256||537000000 Hz||-3.3 dBmV||42.7 dB||0||0|
|19||Locked||QAM256||543000000 Hz||-3.7 dBmV||42.5 dB||0||0|
|20||Locked||QAM256||549000000 Hz||-3.8 dBmV||42.4 dB||0||0|
|21||Locked||QAM256||555000000 Hz||-3.7 dBmV||42.3 dB||0||0|
|22||Locked||QAM256||561000000 Hz||-4.0 dBmV||42.2 dB||0||0|
|23||Locked||QAM256||567000000 Hz||-3.8 dBmV||42.3 dB||0||0|
|24||Locked||QAM256||573000000 Hz||-3.7 dBmV||42.3 dB||0||0|
|25||Locked||QAM256||579000000 Hz||-3.9 dBmV||42.2 dB||0||0|
|26||Locked||QAM256||585000000 Hz||-4.1 dBmV||42.1 dB||0||0|
|27||Locked||QAM256||591000000 Hz||-4.2 dBmV||41.9 dB||0||0|
|28||Locked||QAM256||597000000 Hz||-4.3 dBmV||41.9 dB||0||0|
|29||Locked||QAM256||603000000 Hz||-4.8 dBmV||41.8 dB||0||0|
|30||Locked||QAM256||609000000 Hz||-4.8 dBmV||41.8 dB||0||0|
|31||Locked||QAM256||615000000 Hz||-4.8 dBmV||41.8 dB||0||0|
|41||Locked||Other||722000000 Hz||-6.0 dBmV||39.0 dB||63039382||0|
|Channel||Channel ID||Lock Status||US Channel Type||Frequency||Width||Power|
|1||5||Locked||SC-QAM Upstream||40400000 Hz||3200000 Hz||47.0 dBmV|
|2||1||Locked||SC-QAM Upstream||35600000 Hz||6400000 Hz||49.0 dBmV|
|3||2||Locked||SC-QAM Upstream||29200000 Hz||6400000 Hz||49.0 dBmV|
|4||3||Locked||SC-QAM Upstream||22800000 Hz||6400000 Hz||48.0 dBmV|
|5||4||Locked||SC-QAM Upstream||16400000 Hz||6400000 Hz|