Nighthawk CAX80 slow speeds on Xfinity

Question

Hello all!&nbsp;My wife and I recently moved and have had issues with our internet speeds since. I work from home and while I'm still able to do my work the quality of my meetings has definitely dropped. I believe that I've isolated our CAX80 as the issue, but I'm by no means an IT expert so it's entirely possible I'm wrong.&nbsp;For context: all of our devices are able to connect to our network, but our speeds are slower than before the move on all devices. We are not experiencing a situation where any of our devices are being dropped from the network, we're just seeing consistently slow speeds.&nbsp;Possibly Relevant Info:Firmware: V2.1.3.5Cable Firmware: V1.02.08ISP: Comcast/XfinityContracted for 300 Mbps downSpeed tests are showing ~40-60 Mbps downSpeed test is performed on my laptop that is wired directly to our CAX80Speed test is performed at speedtest.xfinity.comUnwired speed test on same laptop showed similar resultsLaptop is located ~2.5 feet from our CAX80 at all timesIP Address is set to "Get Dynamically from ISP"DNS is set to "Get Automatically from ISP"Enable AX is turned onEnable Smart Connect is turned on&nbsp;I called Comcast on Monday evening and they ran a diagnostic which apparently didn't turn up any problems. I called them back yesterday and scheduled a tech to come out today. The tech showed up and ran a speed test while wired directly to our CAX80. This speed test returned very poor numbers with tons of rubber banding up and down, typically in the single or low double digit Mbps down. The tech then performed a speed test of just our cable which showed a very consistent 1200-1300 Mbps down.&nbsp;Any ideas what I can do to get closer to a consistent 300 Mbps down? Thanks in advance for any help y'all can give me!&nbsp;&nbsp;Event logs:&nbsp;&nbsp;Cable Diagnostic:&nbsp;&nbsp;

FURRYe38 · Answer

Check for any bad coax connector fittings. Make sure there all screwed in and sug.&nbsp;
Possible bad coax cabling however I doubt that.&nbsp;
Possible coax line splitter causing some problems.&nbsp;
If others are near or on same line, possible some odd signal issue with these though doubt that.&nbsp;
&nbsp;
Would have to take the modem to a different llocation, say friend or family if near by and if on same ISP, hook it up and test there.&nbsp;
May need to rent the ISP modem for short period to see if there HW does same thing or not. IF not, then it maybe a problem at the CAX80.&nbsp;

sdpasternak · Answer

Not sure why I can't upload the screenshots of my Cable Diagonstic, but here's the .txt version:

Cable Diagnostic

Status: Poor

Action:
[Partial Service]
If the Partial Service mode does not go away within a few hours (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required ones.
4) Contact your service provider for troubleshooting help.
[Downstream SNR]
Try these actions (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required splitters.
4) Contact your service provider for troubleshooting help.

Internet Access: Good

Downstream Status: Poor

Partial Service: Poor
Cable modem is in partial service mode. Your service provider might be under maintenance. Most of the time it won't affect your traffic and will automatically clear when work is complete.

Downstream Power Level: Good

Downstream SNR: Poor
Downstream SNR (signal to noise ratio) is poor (29.0dB). The recommended level is greater than 30dB.

Upstream Status: Good

Upstream Power Level: Good

Current time: Wed Mar 09 16:33:44 2022

Startup Procedure
Acquire Downstream Channel: 549 MHz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+

Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked 256 QAM 5 549000000 Hz 0.4 dBmV 44.1 dB 0 0
2 Locked 256 QAM 1 525000000 Hz 0.3 dBmV 44.1 dB 0 0
3 Locked 256 QAM 2 531000000 Hz 0.3 dBmV 44.2 dB 0 0
4 Locked 256 QAM 3 537000000 Hz 0.1 dBmV 44 dB 0 0
5 Locked 256 QAM 4 543000000 Hz -0.4 dBmV 43.7 dB 0 0
6 Locked 256 QAM 6 555000000 Hz 1.2 dBmV 42.2 dB 0 0
7 Locked 256 QAM 7 561000000 Hz 0.5 dBmV 43.5 dB 0 0
8 Locked 256 QAM 8 567000000 Hz 0.2 dBmV 44 dB 0 0
9 Locked 256 QAM 9 573000000 Hz 0.4 dBmV 44 dB 0 0
10 Locked 256 QAM 10 579000000 Hz 0.4 dBmV 44 dB 0 0
11 Locked 256 QAM 11 585000000 Hz 0.9 dBmV 44.1 dB 0 0
12 Locked 256 QAM 12 591000000 Hz 1.2 dBmV 44.1 dB 0 0
13 Locked 256 QAM 13 597000000 Hz 1 dBmV 44.1 dB 0 0
14 Locked 256 QAM 14 603000000 Hz 0.8 dBmV 44 dB 0 0
15 Locked 256 QAM 15 609000000 Hz 0.5 dBmV 43.9 dB 0 0
16 Locked 256 QAM 16 615000000 Hz 1.2 dBmV 44.1 dB 0 0
17 Locked 256 QAM 17 621000000 Hz 1.4 dBmV 29 dB 9990163 30890249
18 Locked 256 QAM 18 627000000 Hz 0.5 dBmV 29 dB 5364335 21814461
19 Locked 256 QAM 19 633000000 Hz 0.8 dBmV 34.9 dB 10876006 31969323
20 Locked 256 QAM 33 495000000 Hz 0.3 dBmV 43.9 dB 0 0
21 Locked 256 QAM 34 507000000 Hz -0.5 dBmV 41.4 dB 0 0
22 Locked 256 QAM 35 513000000 Hz 0.1 dBmV 41.6 dB 0 0
23 Locked 256 QAM 36 519000000 Hz 0.8 dBmV 44.3 dB 0 0
24 Locked 256 QAM 38 471000000 Hz 0 dBmV 44.3 dB 0 0
25 Locked 256 QAM 39 477000000 Hz 0.1 dBmV 44 dB 0 0
26 Locked 256 QAM 40 483000000 Hz 0.5 dBmV 43.7 dB 0 0
27 Locked 256 QAM 41 489000000 Hz 0.8 dBmV 44.1 dB 0 0
28 Locked 256 QAM 42 447000000 Hz 0.4 dBmV 44.2 dB 0 0
29 Locked 256 QAM 43 453000000 Hz 1.3 dBmV 44.7 dB 0 0
30 Locked 256 QAM 44 459000000 Hz 0.8 dBmV 44.4 dB 0 0
31 Locked 256 QAM 45 465000000 Hz -0.2 dBmV 44.1 dB 0 0
32 Not Locked Unknown 0 0 Hz 0.0 0.0 0 0

Upstream Bonded Channels
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 89 5120 Ksym/sec 35600000 Hz 47.3 dBmV
2 Locked ATDMA 90 5120 Ksym/sec 29200000 Hz 47.3 dBmV
3 Locked ATDMA 91 5120 Ksym/sec 22800000 Hz 46.8 dBmV
4 Locked ATDMA 92 5120 Ksym/sec 16400000 Hz 46.3 dBmV
5 Not Locked Unknown 0 0 0 0.0
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0

Downstream OFDM Channels
Channel LockedStatus ProfileID ChannelID Frequency Power SNR/MER ActiveSubcarrier Unerror Correctable Uncorrectable
1 Locked 0 ,1 ,2 ,3 37 762000000 Hz -0.42 dBmV 35.7 dB 1108 ~ 2987 23276214 9929979 13221847
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0

Upstream OFDMA Channels
Channel LockedStatus ProfileID ChannelID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV

Event Log
Time Priority Description
Wed Mar 9 16:33:58 2022 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:33:56 2022 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 17; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:33:55 2022 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:33:55 2022 Warning MDD message timeout;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:33:51 2022 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 17 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:33:38 2022 Warning MDD message timeout;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:33:34 2022 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 17 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:33:24 2022 Warning MDD message timeout;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:32:59 2022 Notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 2.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:32:59 2022 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 17 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:32:54 2022 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 17 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:32:49 2022 Warning MDD message timeout;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:32:41 2022 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 17 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:32:41 2022 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:32:33 2022 Warning MDD message timeout;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:32:26 2022 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 17 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:32:25 2022 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:32:13 2022 Warning MDD message timeout;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:32:07 2022 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 17 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:32:04 2022 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 17 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:32:01 2022 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:59 2022 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 17 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:58 2022 Notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:58 2022 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 17 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:49 2022 Warning MDD message timeout;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:45 2022 Notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 17 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:40 2022 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 17 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:40 2022 Warning MDD message timeout;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:39 2022 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:36 2022 Notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:29 2022 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 17 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:29 2022 Warning MDD message timeout;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:24 2022 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:20 2022 Warning MDD message timeout;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:19 2022 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 17 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:18 2022 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 18; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:08 2022 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 17 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:03 2022 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 17 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:31:02 2022 Warning MDD message timeout;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 9 16:30:57 2022 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 17 18 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=08:36:c9:3f:e4:40;CMTS-MAC=00:01:5c:65:50:5c;CM-QOS=1.1;CM-VER=3.1;

FURRYe38 · Answer

With this result, the ISP needs to get involved
"Cable Diagnostic
Status: Poor
Action:[Partial Service]If the Partial Service mode does not go away within a few hours (Click the Refresh button after each step):1) Make sure the coaxial cable is tightly connected.2) Remove any unnecessary splitters.3) Replace any required ones.4) Contact your service provider for troubleshooting help."
&nbsp;
I see some correct and un-correctables on channels 17 thru 19 that should all be zero like the other channels.&nbsp;
&nbsp;
Have the ISP check the signal and line quality UP to the modem.&nbsp;Be sure the ISP provisions the modem correctly.Be sure there are no coax cable line splitters in the between the modem and ISP service box.&nbsp;Be sure your using good quality RG6 coax cable up to the modem.&nbsp;Be sure to power OFF the modem for 1 minute then back ON.https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.htmlhttps://highspeed.tips/docsis-events/
&nbsp;

sdpasternak · Answer

Thanks so much for the quick reply!&nbsp;I had a tech from my ISP out earlier today, and he tested the line up to my modem and showed a very consitent 1200-1300 Mbps down. When he tested the speed wired to my CAX80 the test showed very poor speeds which is what makes me think the issue is with my CAX80.&nbsp;That said, we live in a townhouse that is connected to 4 other townhouses so I'm unsure if there are splitters anywhere between the modem and ISP service box.&nbsp;How would I go about dealing with the correct and un-correctables on channels 17 through 19? Is that something I need can do or would I need to call Comcast again?&nbsp;Thanks in advance!

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Nighthawk CAX80 slow speeds on Xfinity

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