Contributor
•
39 Messages
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!
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Downstream
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Channel Bonding Value | ||||||||||||||||||||||||
| Index |
1
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2
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3
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4
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5
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6
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7
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8
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9
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10
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11
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12
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13
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14
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15
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16
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17
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18
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19
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20
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21
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22
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23
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24
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|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Lock Status |
Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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Locked
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|
| Frequency |
543 MHz
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441 MHz
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453 MHz
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459 MHz
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465 MHz
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471 MHz
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477 MHz
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483 MHz
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489 MHz
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495 MHz
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501 MHz
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507 MHz
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513 MHz
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519 MHz
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525 MHz
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531 MHz
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537 MHz
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555 MHz
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561 MHz
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567 MHz
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573 MHz
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579 MHz
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585 MHz
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591 MHz
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|
| SNR |
40.946 dB
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40.366 dB
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40.366 dB
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40.946 dB
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40.366 dB
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40.946 dB
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40.946 dB
|
40.946 dB
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40.366 dB
|
40.366 dB
|
40.366 dB
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40.366 dB
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40.366 dB
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40.946 dB
|
40.366 dB
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40.946 dB
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40.366 dB
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40.946 dB
|
40.946 dB
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40.946 dB
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40.366 dB
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40.946 dB
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40.946 dB
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40.366 dB
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| Power Level |
5.900 dBmV
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4.700 dBmV
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3.600 dBmV
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3.700 dBmV
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4.100 dBmV
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4.400 dBmV
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4.700 dBmV
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5.100 dBmV
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4.800 dBmV
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4.600 dBmV
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4.900 dBmV
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4.900 dBmV
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5.700 dBmV
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5.900 dBmV
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5.700 dBmV
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5.900 dBmV
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5.700 dBmV
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6.700 dBmV
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6.800 dBmV
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6.400 dBmV
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6.000 dBmV
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6.300 dBmV
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6.700 dBmV
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7.100 dBmV
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| Modulation |
256 QAM
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256 QAM
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256 QAM
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256 QAM
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256 QAM
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256 QAM
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256 QAM
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256 QAM
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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
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3
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4
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|---|---|---|---|---|---|
| Lock Status |
Locked
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Locked
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Locked
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Locked
|
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| Frequency |
17 MHz
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23 MHz
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30 MHz
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36 MHz
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| Symbol Rate |
5120 KSym/sec
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5120 KSym/sec
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5120 KSym/sec
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5120 KSym/sec
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| Power Level |
46.500 dBmV
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46.750 dBmV
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46.750 dBmV
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46.750 dBmV
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| Modulation |
64 QAM
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64 QAM
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64 QAM
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64 QAM
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| Channel Type |
ATDMA
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ATDMA
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ATDMA
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ATDMA
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| CM Error Codewords | ||||||||||||||||||||||||
| Unerrored Codewords |
3747989363
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3733210166
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3733291243
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3746431803
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3746387334
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3746445361
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3746473261
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3746401638
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3746432079
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3746468792
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3746437777
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3746444699
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3746440750
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3746430899
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3746481108
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3746505189
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3746433840
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3746415217
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3746509711
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3746512160
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3746453177
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3746474906
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3746485377
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3746452637
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|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Correctable Codewords |
26141
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31704
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21342
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27348
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33779
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28518
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21923
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33416
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28344
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24994
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29696
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27411
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28655
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27842
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21777
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19857
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29037
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25606
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20197
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19461
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27064
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24458
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21183
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24872
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| Uncorrectable Codewords |
176201
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197539
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119291
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159157
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201187
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155522
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134995
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199649
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171873
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143509
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170752
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168719
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170440
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184232
|
143298
|
121266
|
183617
|
159199
|
121687
|
120925
|
168900
|
143707
|
138387
|
167595
|
Accepted Solution
XfinityMichaelC
Administrator
•
4.4K Messages
5 years ago
Greetings, @Agrfan! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issues you are running into with your internet services. I work from home myself and understand the importance of having a reliable connection! I would like to have a look at this and see what we can do for you. Can you please send me a PM with your first and last name so I may further assist you?
To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.
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EG
Expert
•
111.6K Messages
5 years ago
The signal stats are good. Are you actually having any connection issues or are you just focusing on the error numbers ?
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Agrfan
Contributor
•
39 Messages
5 years ago
Wired. Speedtests are good. I'm getting 200/6 with no problems.
Could the issue be with the modem? I was going to recycle it today.
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Agrfan
Contributor
•
39 Messages
5 years ago
I'm having issues this morning streaming video on LiveStream - constant black screens during playback.
I was seeing zero uncorrectable before the underground drop was replaced.
My next step is to bypass the underground line with another RG6 cable. This is how Comcast temporarily fixed the bad line before it was replaced.
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EG
Expert
•
111.6K Messages
5 years ago
Is this with a WiFi connection ?
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Agrfan
Contributor
•
39 Messages
5 years ago
50% more uncorrectables this morning. Not good. Will recycle modem and call Comcast later today to escalate this again.
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Agrfan
Contributor
•
39 Messages
5 years ago
Recycled modem. Still getting uncorrectables. Just discovered Xfinity Stream is buffering and unusable. Will escalate with Comcast today. My understanding is I have 30 days until the underground cable line request is fully closed.
This is really ridiculous, starting to consider switching ISPs.
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Agrfan
Contributor
•
39 Messages
5 years ago
I escalated this issue yesterday to Comcast through technical support. I was supposed to get a call back from a Supervior by 4pm EST. Almost a day later and I'm still waiting.
Supervior call-back request number is '051289737'.
I'm experiencing disconnects today that are impacting my ability to work from home.
Can a Comcast moderator please get back to me with next steps to get this issue properly escalated? I'd like to avoid calling 1-800-COMCAST again and starting the process all over again.
Thanks.
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