Visitor
•
3 Messages
Frequent connection drop every ~10 minutes - UCD invalid or channel unusable
I've been getting frequent issues with the internet connection dropping for a moment about every 10 minutes, before getting reconnected soon after. This doesn't hinder normal web browsing and video, but it is very annoying when playing multiplayer games in co-op sessions that result in a disconnect, or while watching streams. I'm not sure when exactly it started, but it's been at least 2 weeks since I've noticed.
This happens on both desktop computers, with WiFi and Ethernet. I ruled out router issues because I still have an issue when connecting the Ethernet cable to the modem (Motorola MB8611) directly. I've tried to power cycle the modem and the issue still occurs. There are no coaxial cable splitters in the connection. as far as I can tell.
When I check the modem status page the event log shows many Critical (3) UCD invalid or channel unusable messages about every 10 minutes, coinciding with the connection issues. I'm also getting a large number of corrected codewords.
I would appreciate any help in resolving this issue, thanks.
Downstream Bonded Channels
| Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected |
| 1 | Locked | QAM256 | 28 | 543.0 | -0.1 | 35.7 | 1087 | 0 |
| 2 | Locked | QAM256 | 25 | 525.0 | -8.5 | 33.9 | 1511 | 0 |
| 3 | Locked | QAM256 | 26 | 531.0 | -4.2 | 35.4 | 821 | 0 |
| 4 | Locked | QAM256 | 27 | 537.0 | -1.9 | 35.4 | 849 | 0 |
| 5 | Locked | QAM256 | 29 | 549.0 | 0.7 | 35.6 | 1653 | 0 |
| 6 | Locked | QAM256 | 30 | 555.0 | 0.9 | 35.4 | 1879 | 0 |
| 7 | Locked | QAM256 | 31 | 561.0 | 1.4 | 35.6 | 1942 | 0 |
| 8 | Locked | QAM256 | 32 | 567.0 | 1.8 | 35.6 | 1658 | 0 |
| 9 | Locked | OFDM PLC | 193 | 722.0 | 3.6 | 37.4 | 100076175 | 3555 |
| 10 | Locked | OFDM PLC | 194 | 957.0 | 2.3 | 37.6 | 91048586 | 1296 |
Upstream Bonded Channels
| Channel | Lock Status | Channel Type | Channel ID | Symb. Rate (Ksym/sec) | Freq. (MHz) | Pwr (dBmV) |
| 1 | Locked | SC-QAM | 1 | 5120 | 16.4 | 41.3 |
| 2 | Locked | SC-QAM | 2 | 5120 | 22.8 | 41.5 |
| 3 | Locked | SC-QAM | 3 | 5120 | 29.2 | 42.0 |
| 4 | Locked | SC-QAM | 4 | 5120 | 35.6 | 42.0 |
EG
Expert
•
109.7K Messages
10 days ago
The downstream SNR values are all too low / out of spec. And the modem is not locking in all of the downstream channels. This is typically caused by spurious noise leaking into the coax line(s) / a connection impairment somewhere.
Things that you can try;
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, animal chews.
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.
Good luck with it !
0
0
XfinityMarcos
Official Employee
•
2.3K Messages
9 days ago
Hi user_7d91ed, those intermittent connection issues are a pain to deal with, so I'd love to work with you more to help. It sounds like you've done a lot of the leg work that you can on your end, so I'd like to review things a bit further and go from there. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this 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
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
0
0
EG
Expert
•
109.7K Messages
8 days ago
@user_7d91ed
Have you had a chance to see if any of those tips apply ?
1
0
EG
Expert
•
109.7K Messages
8 days ago
@user_7d91ed
OK. Please post back here with how things turn out. Good luck with it !
0
0
user_7d91ed
Visitor
•
3 Messages
6 days ago
Just got finished with the tech appointment. He determined there was a bad coax cable inside the house and had that replaced. There was also a bad connection from the house to the street, so he replaced the connector from the service box side and ordered a replacement of the entire cable from the service box to the house. So far I am not seeing any more drops, and all the channels are connected. Until further notice, I believe the issue has been resolved, and hopefully nothing goes wrong with the street level cable replacement.
1
0
EG
Expert
•
109.7K Messages
6 days ago
@user_7d91ed
Thanks for updating your topic ! Hope it goes well ! Good luck with it !
0
0