New Poster
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12 Messages
Gig plus connection a mess
Hi. I had a tech out last year that solved a lot of issues with gig plus that I had. Now it is worse than ever. Packet loss gaming, websites lock up, timeouts in logins etc. I have pictures of the logs and cable.modem status. It's all high end and compatible. I work in IT and understand a lot of this stuff. I need more help that "reset it." The problem, I believe, lies in OFDMA channels not locking and maybe a splitter. Or quality of cable line where I have the modem. My house only has limited options. Please help :)
Accepted Solution
EG
Expert
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110.3K Messages
2 years ago
The OFDM channel stats are good as well. The reason there is only one single downstream OFDM channel locked in is because that is all they are currently offering. And they currently don't offer any upstream OFDM channels.
So the error log entries do indicate that something is going on with the connection quality. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere.
There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and check those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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EG
Expert
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110.3K Messages
2 years ago
What do the modem's signal stats look like ?
Please do copy all of the text in its entirety (don't post a pic) of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
Please also post the error log entries as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.
What is the exact make and model number of the modem / gateway device ?
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scott2003lhs
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12 Messages
2 years ago
Cable Connection
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Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
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Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 573000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 28 573000000 Hz 0.5 dBmV 43.8 dB 52 0
2 Locked QAM256 13 477000000 Hz 1 dBmV 44 dB 90 456
3 Locked QAM256 14 483000000 Hz 1 dBmV 44.1 dB 87 461
4 Locked QAM256 15 489000000 Hz 1 dBmV 44 dB 93 454
5 Locked QAM256 16 495000000 Hz 0.9 dBmV 44 dB 97 450
6 Locked QAM256 17 507000000 Hz 1 dBmV 44 dB 132 486
7 Locked QAM256 18 513000000 Hz 1 dBmV 44.1 dB 110 510
8 Locked QAM256 19 519000000 Hz 1 dBmV 44.1 dB 95 523
9 Locked QAM256 20 525000000 Hz 1 dBmV 44.1 dB 133 513
10 Locked QAM256 21 531000000 Hz 1 dBmV 44 dB 147 465
11 Locked QAM256 22 537000000 Hz 1.1 dBmV 44.1 dB 124 482
12 Locked QAM256 23 543000000 Hz 0.9 dBmV 44 dB 105 480
13 Locked QAM256 24 549000000 Hz 0.7 dBmV 43.9 dB 128 456
14 Locked QAM256 25 555000000 Hz 0.5 dBmV 43.8 dB 123 469
15 Locked QAM256 26 561000000 Hz 0.8 dBmV 43.9 dB 101 492
16 Locked QAM256 27 567000000 Hz 0.6 dBmV 43.8 dB 126 477
17 Locked QAM256 29 579000000 Hz 0.4 dBmV 43.7 dB 109 490
18 Locked QAM256 30 585000000 Hz 0.4 dBmV 43.7 dB 133 469
19 Locked QAM256 31 591000000 Hz 0.6 dBmV 43.7 dB 120 473
20 Locked QAM256 32 597000000 Hz 0.7 dBmV 43.7 dB 108 475
21 Locked QAM256 33 603000000 Hz 0.8 dBmV 43.8 dB 100 486
22 Locked QAM256 34 609000000 Hz 1 dBmV 43.8 dB 112 468
23 Locked QAM256 35 615000000 Hz 1.2 dBmV 43.9 dB 109 487
24 Locked QAM256 36 621000000 Hz 1.4 dBmV 44 dB 138 468
25 Locked QAM256 37 627000000 Hz 1.5 dBmV 43.9 dB 111 477
26 Locked QAM256 38 633000000 Hz 1.8 dBmV 44 dB 118 462
27 Locked QAM256 39 639000000 Hz 1.9 dBmV 44 dB 115 477
28 Locked QAM256 40 645000000 Hz 2 dBmV 44 dB 117 471
29 Locked QAM256 41 651000000 Hz 2.1 dBmV 44 dB 106 448
30 Locked QAM256 42 657000000 Hz 2.3 dBmV 44.1 dB 112 446
31 Locked QAM256 43 663000000 Hz 2.3 dBmV 44.1 dB 107 461
32 Locked QAM256 44 669000000 Hz 2.5 dBmV 43.9 dB 98 473
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 43 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 43 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 43 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 42.3 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
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scott2003lhs
New Poster
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12 Messages
2 years ago
Errors on log are t3 timeouts and ofdm/ofdma not receiving profiles . Error 22/24 etc
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scott2003lhs
New Poster
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12 Messages
2 years ago
Oh sorry modem is netgear c1150v.
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EG
Expert
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110.3K Messages
2 years ago
The power levels and SNR stats so far were good at that snapshot in time although there are some uncorrectable bit errors. That may not be significant depending on the total uptime of the modem since the last reboot. We need to also see the OFDM channel tables in their entirety and the error log entries in their entirety as stated please. Redact any CM and CMTS MAC addresses.
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scott2003lhs
New Poster
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12 Messages
2 years ago
This forum won't work on a browser from PC. I can't type in the box. Wow. Anyway, I have screen grabs I will share with an employee if one comes around. I can share the main page as it shouldn't have Mac addresses info, as an image. Why is support so hard? There is no competition where I live... this [Edited: Language].
(edited)
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EG
Expert
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110.3K Messages
2 years ago
You can try posting images, just be sure to blot any any MAC addresses and / or personal info.
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scott2003lhs
New Poster
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12 Messages
2 years ago
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scott2003lhs
New Poster
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12 Messages
2 years ago
Thanks no one came here, however, the seemed to have reprovisioned the modem after it kept going out. Seems stable for a week. Thanks so much :)
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EG
Expert
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110.3K Messages
2 years ago
This must have slipped through the cracks. I just re-escalated it.
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