Agrfan's profile

Contributor

 • 

39 Messages

Saturday, July 11th, 2020 5:00 PM

Closed

High uncorrectables after underground drop and inside line replaced, modem signals OK

I'm seeing lots of uncorrectable errors in my modem after Comcast replaced the underground drop from my tap to my ground block.  I was experiencing complete outages a month ago and a service tech identified the underground drop had failed.  I had my electrician upgrade the inside line from the ground block to my 2-way splitter from RG59 to RG6 Quad also.  I've been seeing high uncorrectables ever since.  I called Comcast to escalate the problem last week and had a supposedly higher level Comcast tech take a look at my new lines this past Monday.  All he did was change the connectors on both ends of the new inside line.  This didn't make a difference.  He basically claimed everything was 'Green' on his Comcast phone app.  He didn't test my inside line after changing the connectors.  When I questioned him about this his responses were "you shouldn't expect signals to be perfect", "you'll always have noise" and "you have better signals than I have at home".  He totally ignored me when I showed him the modem levels and uncorrectable counts.  He kept referring to everything being 'Green' on his Comcast phone app.  At this point, I escorted him to the door and he left.  I never had uncorrectables before the underground drop was replaced.  My signal levels are similar to what they were before the lines were replaced.  The distance from the tap to my main splitter is literally 12 feet.  I don't understand why this is so hard to fix.  I've already escalated this problem with no resolution.  I'm at a loss as to where to go next with this.  I will be working from home the rest of the year and I need rock solid service.

 

My modem is a DPC3941T rental modem.  Signals are posted below.  Last reboot was 6 days ago.

 

Can I get some help here from a Comcast expert?  Please advise.  Thanks!

 

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
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
Frequency
543 MHz
441 MHz
453 MHz
459 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
501 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
SNR
40.946 dB
40.366 dB
40.366 dB
40.946 dB
40.366 dB
40.946 dB
40.946 dB
40.946 dB
40.366 dB
40.366 dB
40.366 dB
40.366 dB
40.366 dB
40.946 dB
40.366 dB
40.946 dB
40.366 dB
40.946 dB
40.946 dB
40.946 dB
40.366 dB
40.946 dB
40.946 dB
40.366 dB
Power Level
5.900 dBmV
4.700 dBmV
3.600 dBmV
3.700 dBmV
4.100 dBmV
4.400 dBmV
4.700 dBmV
5.100 dBmV
4.800 dBmV
4.600 dBmV
4.900 dBmV
4.900 dBmV
5.700 dBmV
5.900 dBmV
5.700 dBmV
5.900 dBmV
5.700 dBmV
6.700 dBmV
6.800 dBmV
6.400 dBmV
6.000 dBmV
6.300 dBmV
6.700 dBmV
7.100 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
Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
17 MHz
23 MHz
30 MHz
36 MHz
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
46.500 dBmV
46.750 dBmV
46.750 dBmV
46.750 dBmV
Modulation
64 QAM
64 QAM
64 QAM
64 QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
Unerrored Codewords
3747989363
3733210166
3733291243
3746431803
3746387334
3746445361
3746473261
3746401638
3746432079
3746468792
3746437777
3746444699
3746440750
3746430899
3746481108
3746505189
3746433840
3746415217
3746509711
3746512160
3746453177
3746474906
3746485377
3746452637
Correctable Codewords
26141
31704
21342
27348
33779
28518
21923
33416
28344
24994
29696
27411
28655
27842
21777
19857
29037
25606
20197
19461
27064
24458
21183
24872
Uncorrectable Codewords
176201
197539
119291
159157
201187
155522
134995
199649
171873
143509
170752
168719
170440
184232
143298
121266
183617
159199
121687
120925
168900
143707
138387
167595

This conversation is no longer open for comments or replies and is no longer visible to community members.

No Responses!
forum icon

New to the Community?

Start Here