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ZiGZaGz
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6 Messages

Friday, September 30th, 2022 9:34 PM

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CodeWord Errors

I have been experiencing some intermittent packet loss/delay and have had several technicians out to look for an issue with no success. The last service call even cost money thou the claim was that my modem was failing(This is the sceond time I was told this in the many years I have been a Comcast subscriber and both times it failed to fix the issue). After purchasing a new modem and still having issues Comcast suggested we use an Xfinity modem so they could determine the issue. The trouble still persisted with the XB7 modem although the unit failed to display any updates to codeword page after the it reset on me 15 minutes after activation. After unit rebooted it didn't even update unerrored codewords at all which seemed a bit odd. The problems were still present in game and packet loss meter showing 50% or more at times. My original modem was a Netgear CM-1000 and my replacement was an Arris S33 both officially supported by Comcast. I have replaced the cable from modem straight to house mounted box with quad shielded RG-6 cable without any other splitters/connections/devices in between on a 35' line and still have millions of uncorrectable codewords. I really do not want to pay another service call fee to have it be unresolved. Any suggestions or should I be seeing this kind of uncorrectables on a 1200 Mbps stream? Is the packet delay/loss that normal as I once had this problem before and errors were no where near as bad and at that time the technician claimed there was a line issue and it would take a day or two to fix. After a day or so I had zero corrected or uncorrectables. This time no such luck. I have been just dealing with issue as it is better on some days so I limit my online gaming to those days. The event log also show a bunch of CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A and CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A......they usually swap but sometimes it is the same Code number. Again I have replaced modem and even router but that was more for the 2.5G WAN port, also all the cable I am legally allowed to replace. Here is little over a week worth up up time...

S33
ARRIS Logo

    STATUS
    PRODUCT INFORMATION
    EVENT LOG
    ADDRESSES
    CONFIGURATION
    LOGIN SETTINGS
    HELP
    LOGOUT

Connection

We recommend using our Mobile Application - SURFboard Central - for better experience configuring and accessing new features customized for your device.

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.
Startup Procedure
Procedure 	Status 	Comment
Acquire Downstream Channel 	501000000 Hz 	Locked
Connectivity State 	OK 	Operational
Boot State 	OK 	Operational
Configuration File 	OK		
Security 	Enabled 	BPI+
DOCSIS Network Access Enabled		Allowed 	

Downstream Bonded Channels
Channel ID	Lock Status	Modulation	Frequency	Power	SNR/MER	Corrected	Uncorrectables
17	Locked	QAM256	501000000 Hz	8 dBmV	43 dB	20106	3093
1	Locked	QAM256	393000000 Hz	4 dBmV	41 dB	3629	1357
2	Locked	QAM256	399000000 Hz	4 dBmV	41 dB	3780	1591
3	Locked	QAM256	405000000 Hz	4 dBmV	41 dB	3737	1421
4	Locked	QAM256	411000000 Hz	4 dBmV	41 dB	3446	1017
5	Locked	QAM256	417000000 Hz	4 dBmV	41 dB	3366	823
6	Locked	QAM256	423000000 Hz	4 dBmV	41 dB	3286	828
7	Locked	QAM256	429000000 Hz	4 dBmV	41 dB	3326	835
8	Locked	QAM256	435000000 Hz	4 dBmV	41 dB	3249	794
9	Locked	QAM256	453000000 Hz	5 dBmV	42 dB	3510	882
10	Locked	QAM256	459000000 Hz	6 dBmV	42 dB	4072	1443
11	Locked	QAM256	465000000 Hz	6 dBmV	43 dB	6467	1628
12	Locked	QAM256	471000000 Hz	7 dBmV	43 dB	8184	914
13	Locked	QAM256	477000000 Hz	7 dBmV	43 dB	18097	5060
14	Locked	QAM256	483000000 Hz	7 dBmV	43 dB	36297	117501
15	Locked	QAM256	489000000 Hz	7 dBmV	43 dB	39890	136629
16	Locked	QAM256	495000000 Hz	8 dBmV	43 dB	27308	19702
18	Locked	QAM256	507000000 Hz	8 dBmV	43 dB	23985	8643
19	Locked	QAM256	513000000 Hz	7 dBmV	43 dB	27488	54465
20	Locked	QAM256	519000000 Hz	7 dBmV	43 dB	33404	80605
21	Locked	QAM256	525000000 Hz	7 dBmV	43 dB	44342	68825
22	Locked	QAM256	531000000 Hz	8 dBmV	43 dB	67028	33481
23	Locked	QAM256	537000000 Hz	8 dBmV	43 dB	98241	213024
24	Locked	QAM256	543000000 Hz	8 dBmV	43 dB	69310	207292
25	Locked	QAM256	555000000 Hz	8 dBmV	44 dB	87082	100041
26	Locked	QAM256	561000000 Hz	9 dBmV	44 dB	52008	56679
27	Locked	QAM256	567000000 Hz	9 dBmV	44 dB	35375	63396
28	Locked	QAM256	573000000 Hz	9 dBmV	44 dB	22972	34628
29	Locked	OFDM PLC	690000000 Hz	10 dBmV	43 dB	1272619855	786204
30	Locked	QAM256	579000000 Hz	9 dBmV	43 dB	16810	13032
31	Locked	QAM256	585000000 Hz	8 dBmV	43 dB	12611	5029
32	Locked	QAM256	591000000 Hz	8 dBmV	43 dB	13210	4803



Upstream Bonded Channels
Channel ID	Lock Status	US Channel Type	Frequency	Width	Power
85	Locked	SC-QAM	16400000 Hz	6400000	44.8 dBmV
86	Locked	SC-QAM	22800000 Hz	6400000	45.5 dBmV
87	Locked	SC-QAM	29200000 Hz	6400000	44.8 dBmV
88	Locked	SC-QAM	35600000 Hz	6400000	43.8 dBmV



Current System Time:Fri Sep 30 16:10:36 2022

    STATUS
    PRODUCT INFORMATION
    EVENT LOG
    ADDRESSES
    CONFIGURATION
    LOGIN SETTINGS
    HELP
    LOGOUT


ARRIS
© CommScope, Inc. All rights reserved. ARRIS, SURFBOARD and SURFBOARD MAX are trademarks of CommScope, Inc. All other trademarks are the property of their respective owners.

Any help or suggestions would be appreciated as Comcast is really the only viable option in my area I have to work with what I have.

Question

 • 

Updated 

2 years ago

 • Edited

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2

0

CCDaniel

Problem Solver

 • 

606 Messages

3 years ago

Thank you for reaching out to us and bringing the issues that are still affecting your home to us. I would like to access your account and assist you. Can you send us a direct message.

 

To send a direct message:

 

Click "Sign In" if necessary

 

• Click the "Direct messaging" icon near the top right of the page

 

• Click the "New message" (pencil and paper) icon

 

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

 

• Type your message in the text area near the bottom of the window

 

• Press Enter to send it

                                                                                                                                                                                

0

0

user_145dcd

Visitor

 • 

3 Messages

2 years ago

Any updates on this? I am having almost identical issues...except I had a Netgear CM1100 and just bought an Arris S33.

4

0

ZiGZaGz

New Poster

 • 

6 Messages

@user_145dcd​ 

Procedure Status Comment
Acquire Downstream Channel 501000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
17 Locked QAM256 501000000 Hz 6 dBmV 43 dB 11 0
1 Locked QAM256 393000000 Hz 8 dBmV 43 dB 21488 29614
2 Locked QAM256 399000000 Hz 8 dBmV 44 dB 48876 82011
3 Locked QAM256 405000000 Hz 5 dBmV 42 dB 133149 124942
4 Locked QAM256 411000000 Hz 2 dBmV 40 dB 39232 14311
5 Locked QAM256 417000000 Hz 1 dBmV 39 dB 11325 10967
6 Locked QAM256 423000000 Hz 0 dBmV 39 dB 15064 26097
7 Locked QAM256 429000000 Hz 0 dBmV 39 dB 3913 5693
8 Locked QAM256 435000000 Hz 1 dBmV 40 dB 23372 19174
9 Locked QAM256 453000000 Hz 7 dBmV 43 dB 49183 80754
10 Locked QAM256 459000000 Hz 6 dBmV 43 dB 18146 24083
11 Locked QAM256 465000000 Hz 5 dBmV 42 dB 7126 3835
12 Locked QAM256 471000000 Hz 4 dBmV 42 dB 2415 2137
13 Locked QAM256 477000000 Hz 3 dBmV 41 dB 1416 1846
14 Locked QAM256 483000000 Hz 3 dBmV 41 dB 616 930
15 Locked QAM256 489000000 Hz 3 dBmV 41 dB 146 192
16 Locked QAM256 495000000 Hz 4 dBmV 42 dB 71 0
18 Locked QAM256 507000000 Hz 7 dBmV 44 dB 10 28
19 Locked QAM256 513000000 Hz 8 dBmV 44 dB 85 225
20 Locked QAM256 519000000 Hz 8 dBmV 44 dB 86 337
21 Locked QAM256 525000000 Hz 7 dBmV 44 dB 28 0
22 Locked QAM256 531000000 Hz 6 dBmV 43 dB 0 0
23 Locked QAM256 537000000 Hz 6 dBmV 43 dB 0 0
24 Locked QAM256 543000000 Hz 5 dBmV 43 dB 0 0
25 Locked QAM256 555000000 Hz 7 dBmV 43 dB 0 0
26 Locked QAM256 561000000 Hz 7 dBmV 43 dB 0 0
27 Locked QAM256 567000000 Hz 8 dBmV 44 dB 0 0
28 Locked QAM256 573000000 Hz 8 dBmV 44 dB 0 0
29 Locked OFDM PLC 690000000 Hz 8 dBmV 43 dB 710812961 9391
30 Locked QAM256 579000000 Hz 7 dBmV 43 dB 0 0
31 Locked QAM256 585000000 Hz 7 dBmV 43 dB 0 0
32 Locked QAM256 591000000 Hz 6 dBmV 43 dB 0 0



Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
85 Locked SC-QAM 16400000 Hz 6400000 45.3 dBmV
86 Locked SC-QAM 22800000 Hz 6400000 46.0 dBmV
87 Locked SC-QAM 29200000 Hz 6400000 45.3 dBmV
88 Locked SC-QAM 35600000 Hz 6400000 44.0 dBmV


Current System Time:Fri Nov 11 18:53:02 2022

This is only a day of use and the issue still exists(See the date). The has been a lot of line maintenance upgrade/replacing in my area. If it is not fixed when they are finished I believe I may have to look for another provider. Comcast seems unable to correct or acknowledge this issue. We were billed that last time they sent a technician out who did not "find" and issue but claimed my modem was the issue. If you search, you will find how terrible it can be to trouble shoot line issues as a home owner and most of the customer service folks have absolutely no idea what codewords are so it can be an uphill battle. I have eliminated all potential issues on my end, but I guess Comcast cannot diagnose an intermittent issue without renting their modem. I have been dealing with this issue for far too long and I used to enjoy online gaming but with such random packet loss it makes it almost impossible to game online on this connection. I really found it funny when the one agent said maybe I need to purchase faster internet and I laughed and said sure if it is available faster then 1200 Mbps in my area I take it....so after the agent looked at my account realized that was a moot point. I learned a lot more about DOCSIS functionality then I really wanted to in trying to eliminate my issue but unfortunately in is not on my end but either in/on the provider line. I wish you much luck and so far I have never had a modem fail on me yet, even when told that was the case by "professionals".

(edited)

2 years ago

CCKrystal

Problem Solver

 • 

385 Messages

Good evening @ZiGZaGz. I am sad to read of all the issues you have been experiencing with your connection. We truly apprecate the screenshot you shared regarding the downstream. We want to help get this taken care of. Please send our team a DM so we can look into the matter further. 

Could you please send our team a direct message with your full name and full address? 
"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• - An "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send i

I no longer work for Comcast.

2 years ago

0

tmd78

Regular Visitor

 • 

7 Messages

@ZiGZaGz​ Did you ever figure out the cause of these problems?  Fwiw, renting the equipment doesn't help either.  If I could keep unlimited data, I would trade in my rented equipment and buy my own modem.

2 years ago

0

ZiGZaGz

New Poster

 • 

6 Messages

Procedure Status Comment
Acquire Downstream Channel 393000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
1 Locked QAM256 393000000 Hz 7 dBmV 43 dB 1 0
2 Locked QAM256 399000000 Hz 7 dBmV 43 dB 9 28
3 Locked QAM256 405000000 Hz 7 dBmV 43 dB 13 30
4 Locked QAM256 411000000 Hz 7 dBmV 42 dB 0 0
5 Locked QAM256 417000000 Hz 7 dBmV 42 dB 0 0
6 Locked QAM256 423000000 Hz 6 dBmV 42 dB 0 0
7 Locked QAM256 429000000 Hz 6 dBmV 42 dB 31 4
8 Locked QAM256 435000000 Hz 6 dBmV 42 dB 1 0
9 Locked QAM256 453000000 Hz 6 dBmV 42 dB 4 0
10 Locked QAM256 459000000 Hz 7 dBmV 43 dB 1 0
11 Locked QAM256 465000000 Hz 7 dBmV 43 dB 10 29
12 Locked QAM256 471000000 Hz 8 dBmV 43 dB 0 0
13 Locked QAM256 477000000 Hz 8 dBmV 43 dB 28 0
14 Locked QAM256 483000000 Hz 8 dBmV 43 dB 67 68
15 Locked QAM256 489000000 Hz 8 dBmV 43 dB 42 161
16 Locked QAM256 495000000 Hz 7 dBmV 42 dB 106 145
17 Locked QAM256 501000000 Hz 7 dBmV 42 dB 187 67
18 Locked QAM256 507000000 Hz 7 dBmV 42 dB 881 1379
19 Locked QAM256 513000000 Hz 7 dBmV 42 dB 4529 15143
20 Locked QAM256 519000000 Hz 7 dBmV 43 dB 2598 6255
21 Locked QAM256 525000000 Hz 8 dBmV 43 dB 495 382
22 Locked QAM256 531000000 Hz 8 dBmV 43 dB 414 186
23 Locked QAM256 537000000 Hz 9 dBmV 44 dB 312 430
24 Locked QAM256 543000000 Hz 9 dBmV 44 dB 158 390
25 Locked QAM256 555000000 Hz 9 dBmV 44 dB 89 33
26 Locked QAM256 561000000 Hz 9 dBmV 43 dB 44 28
27 Locked QAM256 567000000 Hz 10 dBmV 43 dB 78 0
28 Locked QAM256 573000000 Hz 9 dBmV 43 dB 152 298
29 Locked OFDM PLC 690000000 Hz 11 dBmV 43 dB 654521727 517646
30 Locked QAM256 579000000 Hz 8 dBmV 43 dB 217 957
31 Locked QAM256 585000000 Hz 8 dBmV 43 dB 241 631
32 Locked QAM256 591000000 Hz 8 dBmV 43 dB 126 54


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
85 Locked SC-QAM 16400000 Hz 6400000 44.3 dBmV
86 Locked SC-QAM 22800000 Hz 6400000 44.8 dBmV
87 Locked SC-QAM 29200000 Hz 6400000 44.0 dBmV
88 Locked SC-QAM 35600000 Hz 6400000 42.8 dBmV


Current System Time:Tue Jan 17 18:26:23 2023

Status
Up Time

7 days 23h:59m:54s

I would say it has been better on average but still exists. Nothing new has been added or changed. I also found out the lines being serviced in my area were not Comcast but Frontier adding Fiber Optic lines. We now have another option in my area and is cheaper then my existing plan. It seems that will be my next option now that they offer up to a 2 Gig plan. They too have issues but at least there is an option. The other advantage to Frontier at this time would be symmetrical speeds like 1Gig Down and 1Gig Upload. As far as the problems go the are many reasons why you would get errors on DOCSIS, like many other forms of high speed data transmission, they are susceptible to interference. Many things can contribute to the interference but me personally can only eliminate so many things before it becomes a provider side issue. I would say in my case I am not a typical user compared to most and due to my hobby(Online Gaming) I tend to notice or pay close attention to things like latency and packet loss where someone web browsing, streaming, downloading, etc. would not notice. Also checking MD5, SH-256, etc. checksums on files have been an issues as well, thou it is always a good idea to check files after download on any connection, which was not issue before. All in all my issue is still there and I resigned myself that it will not change until either enough people in my area notice it or I switch providers. Good Luck chasing down those codeword errors.

(edited)

2 years ago

0

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