Visitor
•
4 Messages
Intermittent Drops in Connectivity
To start, I have had no issues with connectivity since the last time this happened... every 2-3 years it seems like I start getting random intermittent connection issues. Until recently, I was using an old Xfinity gateway/cable modem (TG1682G/XB3). Starting about 6-7 weeks ago, I started getting random drops in connectivity and it would take about the time it takes for that cable modem to completely restart and regain connection to get it back (~10 minutes). Scheduled a tech visit, Xfinity sent a contractor who basically just tested signal strength, couldn't find any signal strength issues, re-did the coax connector going into the box on my house, and told me to upgrade my gateway/cable modem to the most recent equipment. So I did that and now I have the latest cable modem that looks like a white box (XB8), but that did not solve the connectivity issues. The only difference is that this cable modem appears to restart/regain connection within 2-3 minutes.
Ultimately, trying to go through the Xfinity Assistant to troubleshoot anything when this happens.... by the time it's halfway through its diagnostic script, my connectivity has been restored because the cable modem has restarted/regained connection and the Assistant is like "hey, you're online -- guess nothing's wrong! Good luck!" and I'm back to where I started. I work from home so these interruptions in the middle of video conferencing and such are problematic... I'm paying far too much for Comcast as it is to have this level of service, where I'm often switching to using my work phone as a wifi hotspot and switching to a wifi connection to avoid dropping connection.
Basically, the same issue as this guy it sounds like, as well as a ton of other posts where people have had unexplainable connectivity issues: https://forums.xfinity.com/conversations/your-home-network/frequent-drops-in-service-hundreds-of-thousands-of-uncorrectable-codewords-technician-needed/6871d5e815c380246f2f419a
Tons of uncorrectable codewords:
|
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
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
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
|
|||||||||||||||
| Frequency |
471 MHz
|
429 MHz
|
435 MHz
|
441 MHz
|
447 MHz
|
453 MHz
|
459 MHz
|
465 MHz
|
477 MHz
|
483 MHz
|
489 MHz
|
495 MHz
|
501 MHz
|
507 MHz
|
513 MHz
|
519 MHz
|
525 MHz
|
531 MHz
|
537 MHz
|
690000000
|
957000000
|
|||||||||||||||
| SNR |
42.1 dB
|
42.3 dB
|
42.5 dB
|
42.4 dB
|
42.5 dB
|
42.3 dB
|
42.4 dB
|
42.3 dB
|
42.3 dB
|
42.3 dB
|
42.4 dB
|
42.3 dB
|
42.3 dB
|
42.3 dB
|
42.1 dB
|
42.1 dB
|
42.1 dB
|
42.0 dB
|
42.0 dB
|
41.6 dB
|
40.6 dB
|
|||||||||||||||
| Power Level |
-1.1 dBmV
|
0.3 dBmV
|
0.1 dBmV
|
0.1 dBmV
|
0.2 dBmV
|
0.3 dBmV
|
0.3 dBmV
|
0.3 dBmV
|
0.4 dBmV
|
0.2 dBmV
|
0.4 dBmV
|
0.4 dBmV
|
0.2 dBmV
|
0.7 dBmV
|
0.4 dBmV
|
0.9 dBmV
|
0.5 dBmV
|
-1.1 dBmV
|
0.6 dBmV
|
-1.2 dBmV
|
-3.8 dBmV
|
|||||||||||||||
| Modulation |
Unknown
|
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 Bonding Value | |||
| Channel ID |
1
|
2
|
3
|
|
|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
|
| Frequency |
16 MHz
|
22 MHz
|
29 MHz
|
|
| Symbol Rate |
5120
|
5120
|
5120
|
|
| Power Level |
49.5 dBmV
|
48.8 dBmV
|
48.3 dBmV
|
|
| Modulation |
QAM
|
QAM
|
QAM
|
|
| Channel Type |
ATDMA
|
ATDMA
|
ATDMA
|
|
| CM Error Codewords | ||||||||||||||||||||||||||||||||||
| Channel ID |
20
|
13
|
14
|
15
|
16
|
17
|
18
|
19
|
21
|
22
|
23
|
24
|
25
|
26
|
27
|
28
|
29
|
30
|
31
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Unerrored Codewords |
3081087750
|
989593109
|
884923048
|
885029784
|
885201707
|
885292065
|
885360144
|
885436323
|
885551242
|
885630806
|
885708284
|
785546399
|
785660859
|
785725489
|
785814569
|
835806926
|
785912415
|
785975135
|
786034105
|
786186196
|
4030531449
|
4030584054
|
4030658031
|
4031051318
|
0
|
2721766700
|
2721824899
|
2721974149
|
2722053564
|
2721959154
|
2721945734
|
1413439760
|
3081901966
|
3081087750
|
| Correctable Codewords |
1423759734
|
148416
|
135543
|
142936
|
134318
|
127688
|
132434
|
134616
|
124129
|
118598
|
126715
|
114113
|
108708
|
119744
|
116585
|
139057
|
104874
|
101972
|
110898
|
97532
|
97080
|
107360
|
99693
|
122883
|
82134
|
86699
|
92243
|
76128
|
81449
|
90424
|
78306
|
97001
|
3414626943
|
1423759734
|
| Uncorrectable Codewords |
217375
|
145517
|
129926
|
141846
|
123732
|
116994
|
124565
|
123419
|
109098
|
103234
|
115912
|
100106
|
94308
|
103677
|
101193
|
132480
|
90169
|
85659
|
94793
|
84201
|
78338
|
89500
|
85893
|
98401
|
66763
|
67573
|
74864
|
62020
|
63122
|
72106
|
66382
|
80914
|
228860
|
217375
|
My theory is something about the signal strength, signal noise, or something intermittently goes outside of spec, the cable modem loses connection to the Xfinity network, and forces some sort of re-cycling of the cable modem to re-establish the connection back to the Xfinity network. It's of course never going to happen while a tech is actually here measuring the signal strength/quality, in the same way your car stops making the noise as soon as you bring it into the shop. In the past, it takes a technician to run a brand new line from the demarcation box to my house to actually resolve these issues... but I can't get through the Xfinity Assistant to actually get this scheduled because I can't prove to it that I am having issues.
I don't need Tier 1 support --- checking the connection, rebooting the modem, etc.... none of that is going to fix this. Until 6-7 weeks ago, everything was good for 2-3 years. The event logging is turned off on this XB8 so I can't even look to see event logs to figure out what is going on that causes the modem to reset the connection. I need either Tier 2 support or someone to come out and replace the line from the demarc box to my house to see if that fixes it like it has in the past. How can I get this to happen if I can't get through Xfinity Assistant? Please help!
EG
Expert
•
111.6K Messages
4 hours ago
The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/reconfigured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also, check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, animal chews.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then you'll need to get the techs back out to investigate and correct.
Good luck with it !
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