1 Message
CAX30 Poor Cable Connection
I'm currently having issues with my modem-router reading a poor cable connection. I have replaced all cables and splitters, factory reset the router as well and continue to have issues. Additionally, Comcast has been doing work recently in my area, and the issues popped up after they were complete. My diagnostics are below.
Cable Diagnostic
Startup Procedure
CM status: OPERATIONAL
DownstreamChannel: 519000000Hz Locked
ConnectivityState: OK operational(12),
BootState: OK Operational
Security: Enabled
IPProvisioningMode: 12 IPv6Only
Downstream Bonded Channels
Channel LockedStatus Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked 256 QAM 17 519000000 Hz -19.6 dBmV 33.8 dB 17342 13519
2 Locked 256 QAM 14 501000000 Hz -19.3 dBmV 34.2 dB 22053 16753
3 Locked 256 QAM 15 507000000 Hz -19.6 dBmV 33.9 dB 23319 24840
4 Locked 256 QAM 16 513000000 Hz -19.3 dBmV 34.1 dB 22822 20449
5 Locked 256 QAM 18 525000000 Hz -19.5 dBmV 34.0 dB 18519 18609
6 Locked 256 QAM 19 531000000 Hz -19.9 dBmV 33.6 dB 19231 20242
7 Locked 256 QAM 20 537000000 Hz -19.8 dBmV 33.6 dB 16171 14805
8 Locked 256 QAM 21 543000000 Hz -19.4 dBmV 33.9 dB 15808 13948
9 Locked 256 QAM 22 555000000 Hz -19.6 dBmV 27.5 dB 204837114 170006901
10 Locked 256 QAM 23 561000000 Hz -19.8 dBmV 30.9 dB 63518 87456
11 Locked 256 QAM 24 567000000 Hz -19.5 dBmV 33.0 dB 3956 14947
12 Locked 256 QAM 25 573000000 Hz -19.6 dBmV 32.7 dB 22494 68144
13 Locked 256 QAM 26 579000000 Hz -19.9 dBmV 33.2 dB 14235 11504
14 Locked 256 QAM 27 585000000 Hz -19.8 dBmV 32.7 dB 32042 58827
15 Locked 256 QAM 28 591000000 Hz -20.0 dBmV 32.7 dB 60871 40166
16 Locked 256 QAM 29 597000000 Hz -19.3 dBmV 33.8 dB 15942 15423
17 Locked 256 QAM 30 603000000 Hz -19.9 dBmV 33.4 dB 15641 14677
18 Locked 256 QAM 31 609000000 Hz -19.4 dBmV 33.8 dB 14504 14481
19 Locked 256 QAM 32 615000000 Hz -19.8 dBmV 33.4 dB 14239 14029
20 Locked 256 QAM 34 621000000 Hz -20.0 dBmV 31.5 dB 107258372 66169492
21 Locked 256 QAM 35 627000000 Hz -20.1 dBmV 30.2 dB 357116939 213505703
22 Locked 256 QAM 36 633000000 Hz -21.3 dBmV 0.0 dB 225342718 312460777
23 Locked 256 QAM 37 639000000 Hz -21.1 dBmV 0.0 dB 127696440 205410498
24 Locked 256 QAM 38 645000000 Hz -20.1 dBmV 32.7 dB 497731 62070
25 Locked 256 QAM 39 651000000 Hz -19.8 dBmV 33.3 dB 17536 25075
26 Locked 256 QAM 40 657000000 Hz -20.2 dBmV 33.1 dB 16325 19316
27 Locked 256 QAM 41 663000000 Hz -19.9 dBmV 33.3 dB 15468 16726
28 Locked 256 QAM 42 669000000 Hz -20.4 dBmV 32.9 dB 1044964 2400222
29 Locked 256 QAM 43 675000000 Hz -20.6 dBmV 32.1 dB 573601 1146078
30 Locked 256 QAM 44 681000000 Hz -20.3 dBmV 33.1 dB 266717 625730
31 Locked 256 QAM 45 687000000 Hz -20.3 dBmV 33.0 dB 377249 852879
33 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
Upstream Bonded Channels
Channel LockedStatus ChannelType Channel ID SymbolRate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 16300000 Hz 58.8 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 59.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 59.0 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 59.0 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV
Downstream OFDM Channels
Channel Channel ID Frequency Power SNR/MER ActiveSubcarrier Correctable Uncorrectable
1 33 693000000 Hz -19.8 dBmV 30.7 dB 1108 ~ 2987 605740097 119
2 0 0 Hz 0 dBmV 0 dB 0 ~ 0 0 0
Upstream OFDMA Channels
Channel UpstreamMuted RangingStatus Subc Zero Freq ActiveSubcarrier SymbolsPerFrame Power
1 n/a Other 0 MHz 0 ~ 0 0 0 dBmV
2 n/a Other 0 MHz 0 ~ 0 0 0 dBmV
EG
Expert
•
111.3K Messages
1 year ago
The signal stat values are horrible !! I'm surprised that you are able to get online at all.... I see that you have tried some things but see if anything else here may apply;
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
So if there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. Since this started after network maintenance / upgrades were done, the problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Good luck !
0
0
XfinityJamesC
Official Employee
•
2.2K Messages
1 year ago
Greetings, @KevinMW! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your connection, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
0
0
EG
Expert
•
111.3K Messages
1 year ago
@KevinMW
Have you had a chance to see if any of those tips apply ? Please reply right here in your topic on these public help forums. Thank you.
0
0