Getting event 16 and 24 codes. Sporadic freezes on network. Speeds tests showing 800 down or less and it was running at 1400 prior ...
Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your the following information from your modem (from http://192.168.100.1):
uptime
model number
upstream:power levels
event log, if available (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)
If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
Thank you for taking the time to reach out. I see that you have been communicating with one of our awesome Experts. Are you still experiencing issues with the Internet connection so we can assist in troubleshooting further? Please let us know at your next available convenience.
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.
The signal stats you posted all look good, but there are other stats that the modem does not report, and the event log indicates that the modem is having trouble communicating with Comcast. We see that "Event Type Code: 16/Event Type Code: 24/Event Type Code: 16" sequence now and then with DOCSIS 3.1 modems like the M8611. It usually turns out to be caused by a problem with the signals on the coax line.
I'd suggest having a Comcast premise tech out to correct the problem as described previously.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
Accepted Solution
user_656a5f
Visitor
•
6 Messages
2 years ago
Xfinity came out and replaced a splitter....has resolved issue.
0
BruceW
Gold Problem Solver
•
26.4K Messages
2 years ago
Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your the following information from your modem (from http://192.168.100.1):
If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
2
0
BruceW
Gold Problem Solver
•
26.4K Messages
2 years ago
The signal stats you posted all look good, but there are other stats that the modem does not report, and the event log indicates that the modem is having trouble communicating with Comcast. We see that "Event Type Code: 16/Event Type Code: 24/Event Type Code: 16" sequence now and then with DOCSIS 3.1 modems like the M8611. It usually turns out to be caused by a problem with the signals on the coax line.
I'd suggest having a Comcast premise tech out to correct the problem as described previously.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
0
0