Visitor
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3 Messages
Connection keeps dropping - high upstream power & uncorrectable errors, need line check
My Xfinity internet has been dropping repeatedly for the past two weeks with high latency, packet loss, and intermittent disconnects. I use my own modem (Hitron CODA) and checked its DOCSIS signal page. The readings point to a line/signal problem: Upstream power is 53.0-55.5 dBmV on all channels (near maximum). Downstream power is -12.0 to -14.8 dBmV (low). Downstream SNR is 35-37 dB on 256QAM channels (borderline). There are high uncorrectable error counts on multiple downstream channels (e.g. 5679, 2180, 1989, 1235), and the OFDM/OFDMA (DOCSIS 3.1) channels are not locking. There are no splitters or amplifiers in my home - the modem connects directly to the wall outlet - so the attenuation appears to be on the outside line, connectors, or the tap. Could someone run a signal check and schedule a technician to inspect the outside cabling and tap? Thank you.
XfinityKei
Official Employee
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2.6K Messages
1 month ago
@user_xs6x40 Our team would like to take a closer look at your network to resolve this for you. Can you please direct message me your first and last name along with your full service address so I can assist you further?
To do so, click on the chat icon located at the top right of this forum's page.
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