High Uncorrectable Codewords and frequent internet drops

Previous tech supprt suggested I needed to update my customer owned modem to a new Xfinity provided option to fix frequent drop internet outs. But even after the install there is still multiple drop outs on wifi and wired devices through the day.

There is no other devices or splinters in-between the input to the house and the modem.

Downstream Channel Bonding Value

Channel ID	20	13	14	15	16	17	18	19	21	22	23	24	25	26	27	28	29	30	31	32	33	34	35	36	37	38	39	40	41	42	43	44	193	194
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	519 MHz	477 MHz	483 MHz	489 MHz	495 MHz	501 MHz	507 MHz	513 MHz	525 MHz	531 MHz	537 MHz	543 MHz	549 MHz	555 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	597 MHz	603 MHz	609 MHz	615 MHz	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	690000000	957000000
SNR	46.0 dB	46.2 dB	46.0 dB	46.3 dB	46.2 dB	46.0 dB	46.0 dB	46.0 dB	46.0 dB	46.0 dB	45.9 dB	46.0 dB	46.1 dB	46.1 dB	46.2 dB	46.2 dB	46.2 dB	46.3 dB	46.3 dB	46.3 dB	46.3 dB	46.4 dB	46.3 dB	46.3 dB	46.3 dB	46.1 dB	46.0 dB	45.7 dB	45.9 dB	46.1 dB	46.1 dB	45.6 dB	45.9 dB	45.4 dB
Power Level	7.3 dBmV	7.4 dBmV	7.4 dBmV	7.4 dBmV	7.4 dBmV	7.3 dBmV	7.3 dBmV	7.3 dBmV	7.4 dBmV	7.4 dBmV	7.5 dBmV	7.7 dBmV	7.8 dBmV	8.0 dBmV	8.1 dBmV	8.1 dBmV	8.2 dBmV	8.3 dBmV	8.3 dBmV	8.4 dBmV	8.5 dBmV	8.5 dBmV	8.5 dBmV	8.5 dBmV	8.5 dBmV	8.5 dBmV	8.2 dBmV	7.9 dBmV	8.1 dBmV	8.3 dBmV	8.5 dBmV	8.6 dBmV	8.9 dBmV	10.0 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM	OFDM

Upstream

Channel ID	1	2	3	4	41
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	36 MHz
Symbol Rate	5120	5120	5120	5120	0
Power Level	45.8 dBmV	46.3 dBmV	46.8 dBmV	46.8 dBmV	41.7 dBmV
Modulation	QAM	QAM	QAM	QAM	OFDMA
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	TDMA

Upstream Channel Bonding Value

Channel ID	20	13	14	15	16	17	18	19	21	22	23	24	25	26	27	28	29	30	31	32	33	34	35	36	37	38	39	40	41	42	43	44	193	194
Unerrored Codewords	1309799394	2930783863	2930774320	2930794555	2930804572	2930804443	2930819822	2930833126	2930845603	2930852714	2930862461	2930867632	2930871713	2930889568	2930893674	2930966525	2930916747	2930920713	2930923319	2930936271	2930951674	2930959923	2930965461	2931040390	2930986315	2930993623	2931003682	2930921153	2930836656	2930896603	2931007041	2931112479	1159311668	1309799394
Correctable Codewords	41509591	0	0	0	0	0	0	0	0	0	0	0	0	0	10	14	12	0	0	0	10	13	9	0	0	0	512	39559	67084	40570	9363	579	1419783381	41509591
Uncorrectable Codewords	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	108	47078	124755	83045	13198	1433	0	0

There are more and various others on other channels but this gives an idea of the issues.

Responses

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Selected Oldest First

XfinityVictor

Official Employee

•

2.3K Messages

8 days ago

user_vgsc8w Hello, I am sorry you are having service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service. To avoid repeating any steps you may have already taken (apart from replacing equipment), can you please describe what you have done to resolve your service issue?

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U

user_vgsc8w

Visitor

•

2 Messages

3 days ago

Thus far, Xfinity phone support has been less then helpful asking me multiple instances to reboot the modem which has not helped other then resetting the error count. Those calls have been typically 20-30 minutes of support asking if the coax cable is screwed in, what color is the LED, and when has the error occurred. Since this is intermittent and various, but multiple times a day there has not been a determined pattern other then devices lose internet. Alexa units hiccup, laptop notes "cannot connect to internet" but is still connected via wifi (and wired), and TV buffer or degrade streaming services. Previously when I have cable TV services pixelation amd tiling was a regular thing but have removed that service.

Internally all of internal network hardware have been replaced over the last year as part of regular upgrades but also to help rule out issues. All network hardware with wxpection of the modem is on UPS battery backup. The newest Xfinity provided modem (XB8) is in bridge mode feeding wired 2.5G network to router.

The main line from pole to house has recently replaced all the way back to the modem. While this provided a new variable after replacement the modem was reset and error counts continue to increase. Looking specifically at channels error in correctable and uncorrectable still exist on variois channels. Below is the current counts as of 24 hours of a modem power cycle, excluded OFDM channels correctables in the millions. Other channels 13-38 show no correctable or uncorrecrable errors.

20 correctable 0, uncorrectable 17563046

39 correctable 3020, uncorrectable 2543

40 correctable 6051 uncorrectable 9514

41 correctable 1138, uncorrectable 1148

1

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XfinityThomasC

Official Employee

•

3.4K Messages

@user_vgsc8w

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I am an Official Xfinity Employee.
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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1 day ago

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EG

Expert

•

118.3K Messages

18 hours ago

@user_vgsc8w @XfinityThomasC

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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Your Home Network

user_vgsc8w

High Uncorrectable Codewords and frequent internet drops

XfinityVictor

user_vgsc8w

XfinityThomasC

EG

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