5 Messages
IPTV stuttering and high uncorrectable errors in Motorola 8600 config
I'm using an IP TV box and started having a lot of stuttering in the streaming to the point where it is unusable.
I initially suspected a service issue and swapped for a different service provider, that didn't help. I also swapped out the hardware (IP TV Box) and got a new one and that didn't resolve the issue either. I took my box to my neighbor and that worked fine with his service. He brought his box over and that had the same stuttering issues in my house. So its something in my house - my Xfinity connection, cable modem, router, switches, cabling, or something specific to IPTV.
I've eliminated the IPTV box and the IPTV service already like I said - tried a new service and a new box and tried my service and box at my neighbor, their box and service in my house (which shows the same problems).
I also eliminated the indoor ethernet cabling and switches by bypassing all of that (connected the IPTV box directly to the router that's right after the modem (Motorola 8600).
I eliminated the Wifi router by connecting the IPTV box directly to the cable modem and rebooting both.
I looked at the cable modem config page and it showed a large number of uncorrectable errors for about 10 out of 32 channels. I called xfinity support and that was a total waste - the person I talked to didn't know what an IPTV box was. She did some basic troubleshooting (rebooted the modem) and then said it all looks fine, she suggested I contact the IP TV box manufacturer and when I told her the box works (because I swapped it for a new one and mine works elsewhere) she then moved to asking me to contact the cable modem manufacturer since I'm using my own cable modem. Does this really sound like a cable modem problem? Based on what?
I'm suspicious its something with the signal coming into my house but don't know how to diagnose that without xfinity help (and that doesn't seem to be coming). The lack of help is frustrating and I'm on the verge of switching to another ISP.
This is after a reboot a couple of minutes ago.
Accepted Solution
BruceW
Gold Problem Solver
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26.2K Messages
10 months ago
Still too low. The signal spec ranges are given in Internet Troubleshooting Tips, which calls for downstream levels at the modem to be between -10 and +10 dBmV, the closer to 0, the better.
They should, but I don't know if they will. The outcomes from premise tech visits seem to be highly variable.
It might, but I always prefer to have the correct signal levels without them, if possible. Between the two devices you are looking at, the Antronix "zero gain" device would be preferred. It's a combination splitter and amplifier configured so that splitter loss = amplifier gain.
I believe they use it to allow certain non-DVR TV boxes to user the tuners on a DVR box, but I'm not sure about that. https://www.amazon.com/dp/B07TN963JJ is a device that supports MoCA, if that's a concern.
ETA: MoCA
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BruceW
Gold Problem Solver
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26.2K Messages
10 months ago
The downstream power levels you posted are out of spec (too low), as are the upstream power levels (too high). The SNR values for several downstream channels are also out of spec (too low). These are most often due to a problem with the link between your modem and Comcast's network. Network connection problems 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 can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, 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 (approx $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.
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jamshedd
5 Messages
10 months ago
Thanks for the info!
I bypassed everything and connected the modem where the coax comes into the house from the crawl space, that results in Power around -2 dBmV for most channels. I then brought the splitter that sends the signal to various rooms back into the mix and that results in a drop to about -10 dBmV. Going from the patch panel to the coax jack in the wall dropped another -2 dBmV. So the various channels now range between -11 and -13 dBmV and SNR ranges from 37 to 41 dB. So each step drops the signal, the splitter being the biggest offender.
Ideally what are the in-spec numbers for Power and SNR where the coax enters my house? If I had the technician come by would they do anything to push the numbers beyond the -2 dBmV I saw at the point the signal comes into the house?
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jamshedd
5 Messages
10 months ago
Would an active signal amplifier help? I found on Amazon but says it will not work with MoCA systems. Does Xfinity need an amplifier that supports MoCA?
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jamshedd
5 Messages
10 months ago
Thanks much for your help!
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