W

Visitor

 • 

4 Messages

Monday, September 4th, 2023 12:39 PM

Closed

Another Ye Old CM-STATUS thread/Daily Internet drops/Uncorrectable CWs

Constant dropouts, slow downs, and issues ever since a succession of outages a year ago. I really wish I had grabbed my levels before all of these outages, but alas I didn’t even know how to get levels from a cable modem. It always just worked at the time. 

CM-STATUS Code 20-22-23-16-24s with a lot of Uncorrectables on the OFDM. These do not happen all day, and only really happen around 9:30 to 10:30 am. I usually have to reset my cable modem at this point to continue using my internet. I have had a tech come out and “re-do” all my connections and replace my hardware with no luck and no change to anything. He added a 70db POE MoCA filter on to see if it would resolve my low SNR issue on my OFDM channel. I removed it 3 weeks later and set it aside as it caused more issues than solved with my levels. He said he would let the maintenance team know and they would monitor the signal coming down the main line. Never heard back so I guess that means they either forgot about me or never cared to try. I also want to point out, that I have a 325 ft drop heading back to the tap aerial. It is all Commscope quad shield RG11. This should be equivalent in power loss and attenuation if not better than compared to a 200 ft run of RG6. I also went and re-did all the connections with PPC connectors after him to find he didn’t change the RG11 connections like he said, just the one outside RG6 connection. This bumped every channel up around 1-2db, SNR stayed exactly the same. The OFDM channel didn’t change at all. This literally has to be a main line issue, but even the tech tried to write it off as a distance issue from the tap. I’ll add a screen cap of recent levels below. The 34 on the SNR is the lowest I’ve seen it go. Never have I seen anything above 35 for my OFDM. My power levels are good and have always been good, other than my OFDM channel. It’s always in a 4dB deficit to the others. I’m also considering adding a return path amplifier to rule out the possibility of return noise being an issue. I have also taken the time to make sure that the RG6 in the home and RG11 outside are very well separated from any power as well. 

Comcast is my only option for me and will be for the coming years since I’m missed by every municipal and copper networks plan to change everything to fiber. It was great with not a single issue at one time, to now I can’t even feel safe while WFH to have it as my sole provider. Is moving out of my house going to be my only option to get this headache and constant stress resolved? 

Edit: these correctables and uncorrectables are from 24 hours of not resetting the modem. 

Contributor

 • 

128 Messages

1 year ago

I've had periodic dropouts over the last couple of months, usually more around mid-morning. What I see is the number of uncorrectable code words skyrocketing over a group of channels (24-28) and the SNR dropping to the point where channel 28 unlocks. I would suggest you look at and post your modem stats after the next drop and see if it is isolated to certain channels.

Your stats look great for now and I only wish I could get that close on upstream power. I'm 100 ft from the pole tap with no splitters and getting 50+.

Visitor

 • 

4 Messages

@wjdhsyhjsz​ I wish I could access my modem when my service drops. It doesn’t allow me to connect to the main page when I have no service, but my modem still remains lit up the whole time showing the 3.1 DOCSIS lock. Happened on my MB8611 as well. I’m probably gonna try a more local approach to accessing the portal because I feel as if the browsers I’m using still try and DNS query. 

Contributor

 • 

128 Messages

I was using a purchased Xfinity Arris gateway, but went to the store last week to get a rented XB7 so I could eliminate the "my equipment" cause of the issue. The old Arris would not usually allow connection on a drop but the XB7 does and it also seems to workaround the issue more quickly to reconnect, usually without rebooting. I was really surprised that the LAN stays up and runs fine and the modem lights show a good internet connection. 

I'm still in the middle of troubleshooting as a Xfinity moderator checked what he could and has escalated with a ticket to look at service line. I'm hopeful they are eventually going to find the noisy piece of hardware causing the drops. You might consider picking up a Xfinity gateway at least temporarily to simplify the troubleshooting process.

forum icon

New to the Community?

Start Here