4 Messages
Cable Modem Uncorrectable Errors, Notice/Critical Events in Log?
I've been battling Xfinity internet issues for years. I replaced the modem for a Netgear CM2050V, purchased a hefty pfSense router, and installed MoCA adapters (completely isolated from the modem's coax line). The internet appears to be rock solid, except for some irregularities reported by the modem and router.
The router’s gateway monitor has been reporting intermittent latency/packet loss. The issues have been too brief to cause any noticeable disruptions, but they’re noticeable for some applications. At any rate, it prompted me to look at the cable modem’s information. Here’s what I found:
I have no idea what I’m looking at, but the uncorrectable errors and various stuff in the event log seem concerning.
Anyway, the power company recently re-installed some sort of surge protector for the coax line after it had been disconnected twice by Xfinity. I’m thinking this is the culprit, assuming there’s an issue in the first place. I’m a little worried about calling Xfinity to check the line, though. The tech might blame the MoCA devices. I also want to avoid touching the cable modem’s coax line if I can, but unhooking the surge protector is such a simple thing to do.
So, I basically have two questions:
- Do I have a problem with the cable modem?
- If so, could the coax surge protector be the problem?
Thanks in advance.
Accepted Solution
EG
Expert
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110.4K Messages
1 year ago
This may or may not be the root cause of the problem (YMMV), but if you have an inline coax surge protector installed, remove it. They are not recommended. They are known to be troublesome. Comcast does not use them.
That said. The signal status values at that snapshot in time were OK / in spec, but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere. The CMTS / system is having some difficulty hearing the modem reliably so it is losing block sync.
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 those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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XfinityRaul
Official Employee
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1.9K Messages
1 year ago
Hello, @thetallguyyy. I'm sorry to hear about the internet issues you've been experiencing even after purchasing a router and installing MoCa adapters. I'd be more than happy to review your account to see what we can do to help resolve this problem once and for all.
In order to get started, can you please send me a private message to Xfinity Support by clicking the chat icon in the top right?
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EG
Expert
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110.4K Messages
1 year ago
@thetallguyyy
You need to use the name Xfinity Support as he stated.
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thetallguyyy
4 Messages
1 year ago
Oh right, sorry about that.
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EG
Expert
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110.4K Messages
1 year ago
@thetallguyyy
No worries ! 🙂 It was confusing.
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