Visitor
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4 Messages
High number of uncorrectables and internet connectivity issues
I am having connectivity drops multiple times a day. It started about 2 years ago and would only happen occasionally but has steadily gotten worse. It currently happens 15+ times a day and has become nearly unusable. Speed test sites report no speed issues and when I am on the Xfinity connection test page, I can reload the page when the uncorrectables are stacking up and it says my connection is fine even though the page takes 30 seconds to load (seems kinda sketchy)
I tested the coax from the modem to the box outside and there are no shorts and only 1 splitter. The center cable is not open end to end or shorted to the shielding jacket, and the case is the same with the shielding jacket. The shielding jacket is grounded to the electrical meter outside. The coax was brand new when installed in 2017 and does not have any bends that are more than a moderately wide turn to go through the floor. The ethernet cable from the modem to the router is a Monster brand (140272-00) cat5E 3ft cable (bought brand new yesterday). I also replaced the splitter with a double male coax connector. I am very confident the cabling inside the house is good and not the issue. I have not tried a different modem but I have removed the router from the equation with no change. I do not believe there is any issue with the modem. Both the modem and the router were off and unplugged for well over an hour yesterday and I've rebooted them both within the past ~30 minutes.
200mbps +blast
Hardware:
Zoom 5370 Cable Modem - 2yrs old
TP-Link Archer C9 wireless router - 2yrs old
Connection info from the modem - restarted roughly 30 minutes ago ~1pm CST
| Startup Procedure | ||
|---|---|---|
| Procedure | Status | Comment |
| Acquire Downstream Channel | 447000000 Hz | Locked |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | d11_m_5370_speedtierextreme2_c01.cm |
| Security | Enabled | BPI+ |
| Downstream Bonded Channels | ||||||||
|---|---|---|---|---|---|---|---|---|
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Correctables | Uncorrectables |
| 1 | Locked | QAM256 | 42 | 447000000 Hz | -0.7 dBmV | 40.4 dB | 115 | 347 |
| 2 | Locked | QAM256 | 43 | 453000000 Hz | -0.6 dBmV | 40.5 dB | 142 | 309 |
| 3 | Locked | QAM256 | 44 | 459000000 Hz | -0.7 dBmV | 40.5 dB | 99 | 274 |
| 4 | Locked | QAM256 | 45 | 465000000 Hz | -1.0 dBmV | 40.3 dB | 179 | 255 |
| 5 | Locked | QAM256 | 38 | 471000000 Hz | -1.1 dBmV | 40.3 dB | 139 | 251 |
| 6 | Locked | QAM256 | 39 | 477000000 Hz | -1.0 dBmV | 40.2 dB | 92 | 210 |
| 7 | Locked | QAM256 | 40 | 483000000 Hz | -1.2 dBmV | 40.2 dB | 51 | 247 |
| 8 | Locked | QAM256 | 41 | 489000000 Hz | -1.4 dBmV | 40.1 dB | 118 | 407 |
| 9 | Locked | QAM256 | 33 | 495000000 Hz | -1.3 dBmV | 40.1 dB | 107 | 308 |
| 10 | Locked | QAM256 | 34 | 507000000 Hz | -1.1 dBmV | 36.5 dB | 117 | 320 |
| 11 | Locked | QAM256 | 35 | 513000000 Hz | -0.7 dBmV | 40.2 dB | 75 | 208 |
| 12 | Locked | QAM256 | 36 | 519000000 Hz | -0.6 dBmV | 40.2 dB | 127 | 342 |
| 13 | Locked | QAM256 | 1 | 525000000 Hz | -0.4 dBmV | 40.2 dB | 80 | 279 |
| 14 | Locked | QAM256 | 2 | 531000000 Hz | -0.5 dBmV | 40.2 dB | 119 | 260 |
| 15 | Locked | QAM256 | 3 | 537000000 Hz | -0.3 dBmV | 40.2 dB | 122 | 415 |
| 16 | Locked | QAM256 | 4 | 543000000 Hz | -0.4 dBmV | 40.2 dB | 95 | 236 |
| Total Correctables | Total Uncorrectables |
|---|---|
| 1777 | 4668 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 4 | 5120 Ksym/sec | 16400000 Hz | 46.2 dBmV |
| 2 | Locked | ATDMA | 5 | 2560 Ksym/sec | 40400000 Hz | 42.8 dBmV |
| 3 | Locked | ATDMA | 3 | 5120 Ksym/sec | 22800000 Hz | 44.7 dBmV |
| 4 | Locked | ATDMA | 2 | 5120 Ksym/sec | 29200000 Hz | 45.5 dBmV |
| CM IP Address | Duration | Expires |
|---|---|---|
| 2001:558:4040:8c:fe4a:e9ff:fe32:5b99/128 | D: 04 H: 18 M: 54 S: 41 | Wed Sep 15 07:38:57 2021 |
The downstream channel power is usually near 0 +/- .3dBmV.
SNR stays consistent near 40dB.
The upstream channel power is usually 39-40dBmV
Event log for the past ~30 minutes:
Fri Sep 10 12:39:52 2021 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Fri Sep 10 12:23:05 2021 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream ...
Fri Sep 10 12:23:05 2021 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries...
Fri Sep 10 12:23:05 2021 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Fri Sep 10 12:23:01 2021 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream ...
Fri Sep 10 12:23:01 2021 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries...
Fri Sep 10 12:23:01 2021 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Let me know if anything else is needed.
Responses
EG
Expert
•
89.1K Messages
11 d ago
The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel-return path impairment somewhere.
There are other signal stat figures 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 that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
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TealHouse
Visitor
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4 Messages
6 d ago
Quick update:
No contact from xfinity. Updated numbers-
Current System Time: Tue Sep 14 20:45:12 2021
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