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user_jf8401
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Friday, June 26th, 2026 7:08 PM

Dropouts and Packet losses

I get intermittent Zoom dropouts. My modem is a customer-owned Netgear CM1150V.  Looking at the logs I was getting errors on both downstream OFDM channels (193, 194).  I removed a 2-way splitter (left over from when I had a cable box) and connected the modem directly with a barrel connector, then rebooted. Signal levels improved by about 3 dB, but downstream OFDM Channel ID 194 at 957 MHz is still accumulating uncorrectable codewords quickly.

Post-reboot OFDM readings:
Channel ID 193, 690 MHz: power 0.3 dBmV, MER 39.6 dB, uncorrectables 0.
Channel ID 194, 957 MHz: power -2.5 dBmV, MER 36.6 dB, uncorrectables rose from 36 to about 8500 shortly after reboot.

Before removing the splitter, channel 194 had about 196,201,455 uncorrectables and repeated CM-STATUS events for channel 194, event types 16 and 24.

Please check for downstream OFDM impairment/noise around 957 MHz and the drop/tap levels. The modem is now directly connected, so the old splitter is no longer in the path.  The connection on the side of the house is solid.

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11 hours ago

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user_jf8401

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3 days ago

It continues to throw errors.  

Time Priority Description
Fri Jun 26 14:18:35 2026 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Fri Jun 26 14:17:37 2026 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Fri Jun 26 14:09:20 2026 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Fri Jun 26 14:08:06 2026 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Fri Jun 26 14:07:45 2026 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Fri Jun 26 14:03:18 2026 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

(edited)

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XfinityThomasC

Official Employee

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3.5K Messages

Hello, @user_jf8401 sorry to hear you are having issues with your connection. Have you run a speedtest.xfinity.com to see if you are getting the speeds you subscribe?

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1 day ago

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user_jf8401

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I have not tested at "speedtest.xfinity.com" since I am not offered a speed test at this site -- all this seems to do is ask me to install an app.  Other speed tests are fine -- the issue is drop outs in zoom and facetime which have been going on for awhile, but I just tried to chase down.  The underlying issue appears to be flurries of errors that are caused by a noisy signal at my cable modem.

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1 day ago

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XfinityQue

Official Employee

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724 Messages

 

user_jf8401, I understand where you're coming from. So to clarify, your internet seems to be steady during other times with surfing and etc, other than when you're on zoom and facetime calls? 

 

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1 day ago

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user_jf8401

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The cutouts are like 30 seconds and they happen sporadically.  I am sure there are issues in other places, but it is not so obvious.  We do sometimes get dropouts on streaming on Roku, but I suspect buffering hides some of these.  In any case, the logs are pretty clear that there are periods of sever packet loss.

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15 hours ago

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XfinityThomasC

Official Employee

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3.5K Messages

My apologies @user_jf8401 the speed test feature has now been moved to the Xfinity App. Most of your account management and troubleshooting can quickly be done within the app now. You can download the app in the Apple App store or Google Play for Androids. An alternative we recommend is Speedtest by Ookla - The Global Broadband Speed Test for browser based speed testing. When you are on Zoom and FaceTime calls are these on hardwired devices or on Wi-Fi only? 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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15 hours ago

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EG

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118.8K Messages

11 hours ago

@user_jf8401 @XfinityAdrienne 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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