Skip to main content

    Support

    Offers

S
SamN44
1st Topic

Visitor

 • 

2 Messages

Wednesday, July 9th, 2025 12:05 AM

Intermittent Partial Service Error and Uncorrectable Codewords

I am getting an intermittent partial service error that relates to Downstream OFDM Channels on a Nighthawk CM3000 modem. A tech was dispatched earlier in the year when I upgraded to Gigabit X2 internet. The tech subsequently scheduled a team to replace the cable running from the street box to my house. My internet is working, but I must reboot my modem occasionally to clear the uncorrectable codewords and remove the warning for partial service on my modem. The uncorrectables steadily rise for channel 194 on the downstream.

Is this something on my end, or is it further upstream?





Question

 • 

Updated 

15 hours ago

13

3

0

XfinityAmandaB

Official Employee

 • 

2.4K Messages

1 day ago

 

SamN44 Thank you so much for stopping in for help with your connection and these errors your modem is encountering. I think you are right with the downstream signals, but with the information provided, I can not determine the issue. I would love to look into your connection more for you, so you do not have to bother with the reset to get you going again. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

0

0

EG

Expert

 • 

111.6K Messages

15 hours ago

@SamN44 

Yes. The downstream OFDM channel 194 is borked. The power level is too low / out of spec as is the SNR. We've seen this here before, where Comcast places an OFDM channel too high in the frequency range near the end of the plant's bandwidth. Many of their plants and equipment only extend to 1000 MHz operation. At 957 MHz, it may be too close to the rolloff point of the plant's bandwidth capability, hence the weak power level.

You'll need to get the techs involved again to investigate, but this may need to be escalated to their engineering department for correction. Good luck with it.

2

SamN44

Visitor

 • 

2 Messages

Thank you for the detailed information! This is very helpful. I have a tech coming out this evening to inspect the line.

Like

Reply

15 hours ago

0

XfinityGabriel

Official Employee

 • 

2.4K Messages

SamN44 Nice. We are happy to hear that a tech is coming out. What we will do from here is follow up with you within 24 hours to see how the visit goes. In the meantime, is there anything else we need to touch on? We want to make sure you are satisfied.

 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

15 hours ago

0

EG

Expert

 • 

111.6K Messages

15 hours ago

@SamN44 

Quite welcome ! Please post back with how it goes.

0

0

forum icon

New to the Community?

Start Here