jcaviani's profile

Contributor

 • 

23 Messages

Fri, Jul 9, 2021 2:01 PM

Large number of uncorrectables

Arris sb8200 modem, 1200 mbps service - Up until recently (about a week now), my correctables and uncorrectables were always close to zero. I wouldn't have noticed the change but my connection has dropped intermittently several times in the last week. I have reset the modem and changed the coax cable. I have also checked the cable outside for damage and it looks fine. Other than the coax and modem reset nothing has changed on my end. I did see an xfinity truck down the street around the time this flakiness started. I just bought another modem (Arris sb S33) in case that's the problem but other forum posts I have read suggest it's not. Something changed about a week ago and my connection has been full of errors ever since.

This snapshot is after just 5 minutes

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 645000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
41 Locked QAM256 645000000 Hz 0.9 dBmV 40.1 dB 12666 18416
13 Locked QAM256 471000000 Hz 1.8 dBmV 42.2 dB 11270 16919
14 Locked QAM256 477000000 Hz 1.9 dBmV 40.4 dB 11417 17303
15 Locked QAM256 483000000 Hz 1.8 dBmV 40.9 dB 11859 17515
16 Locked QAM256 489000000 Hz 1.9 dBmV 41.0 dB 11753 18298
17 Locked QAM256 495000000 Hz 2.1 dBmV 42.3 dB 11646 17661
18 Locked QAM256 507000000 Hz 2.2 dBmV 40.5 dB 11692 17298
19 Locked QAM256 513000000 Hz 2.0 dBmV 42.2 dB 11583 17114
20 Locked QAM256 519000000 Hz 1.9 dBmV 40.1 dB 11182 17230
21 Locked QAM256 525000000 Hz 2.0 dBmV 40.0 dB 11318 16806
22 Locked QAM256 531000000 Hz 1.9 dBmV 41.3 dB 11179 16353
23 Locked QAM256 537000000 Hz 1.4 dBmV 41.1 dB 10867 16401
24 Locked QAM256 543000000 Hz 1.3 dBmV 40.2 dB 10694 16001
25 Locked QAM256 549000000 Hz 1.7 dBmV 41.6 dB 11031 16425
26 Locked QAM256 555000000 Hz 1.7 dBmV 41.3 dB 10760 16517
27 Locked QAM256 561000000 Hz 1.8 dBmV 40.7 dB 11028 16296
28 Locked QAM256 567000000 Hz 1.8 dBmV 39.1 dB 11563 17558
29 Locked QAM256 573000000 Hz 2.0 dBmV 40.9 dB 12012 17505
30 Locked QAM256 579000000 Hz 2.1 dBmV 41.3 dB 11841 18080
31 Locked QAM256 585000000 Hz 1.9 dBmV 39.7 dB 12773 19464
32 Locked QAM256 591000000 Hz 1.4 dBmV 39.8 dB 13128 19747
33 Locked QAM256 597000000 Hz 1.4 dBmV 36.9 dB 13578 19817
34 Locked QAM256 603000000 Hz 1.4 dBmV 39.7 dB 13327 20090
35 Locked QAM256 609000000 Hz 1.3 dBmV 39.9 dB 13416 19863
36 Locked QAM256 615000000 Hz 1.1 dBmV 40.7 dB 13054 19281
37 Locked QAM256 621000000 Hz 0.9 dBmV 40.8 dB 13467 19152
38 Locked QAM256 627000000 Hz 1.2 dBmV 39.6 dB 12510 19056
39 Locked QAM256 633000000 Hz 1.8 dBmV 37.9 dB 12269 18507
40 Locked QAM256 639000000 Hz 1.6 dBmV 39.6 dB 12719 18278
42 Locked QAM256 651000000 Hz 0.9 dBmV 40.7 dB 11991 17745
43 Locked QAM256 657000000 Hz 0.8 dBmV 39.6 dB 11737 17732
44 Locked QAM256 663000000 Hz 0.5 dBmV 40.6 dB 12321 16770
159 Locked Other 690000000 Hz 0.7 dBmV 40.0 dB 96525975 0



Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 10400000 Hz 3200000 Hz 41.0 dBmV
2 2 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 41.0 dBmV
3 3 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 42.0 dBmV
4 4 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 42.0 dBmV
5 5 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 44.0 dBmV
6 6 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 46.0 dBmV



Current System Time: Fri Jul 9 07:50:08 2021

Responses

jcaviani

Contributor

 • 

23 Messages

2 m ago

10:33 PM. The connection has gone in and out several times again today. Is there anyone here that can help or do I have to make a call? This connection was rock solid for years. WHAT HAS CHANGED?

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 645000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
41 Locked QAM256 645000000 Hz 0.6 dBmV 37.6 dB 6342280 11868488
13 Locked QAM256 471000000 Hz 1.6 dBmV 43.1 dB 6136401 11617743
14 Locked QAM256 477000000 Hz 1.6 dBmV 35.8 dB 6828091 12968482
15 Locked QAM256 483000000 Hz 1.4 dBmV 38.8 dB 6854134 13036015
16 Locked QAM256 489000000 Hz 1.5 dBmV 42.5 dB 6926840 13152250
17 Locked QAM256 495000000 Hz 1.6 dBmV 39.1 dB 6609766 12587066
18 Locked QAM256 507000000 Hz 1.8 dBmV 42.4 dB 6862048 13056913
19 Locked QAM256 513000000 Hz 1.6 dBmV 41.5 dB 6813988 12941183
20 Locked QAM256 519000000 Hz 1.5 dBmV 41.0 dB 6582132 12447267
21 Locked QAM256 525000000 Hz 1.6 dBmV 39.0 dB 6712466 12774993
22 Locked QAM256 531000000 Hz 1.3 dBmV 42.4 dB 6602434 12494881
23 Locked QAM256 537000000 Hz 0.9 dBmV 41.3 dB 6537178 12379751
24 Locked QAM256 543000000 Hz 0.7 dBmV 35.0 dB 6664918 12616351
25 Locked QAM256 549000000 Hz 1.1 dBmV 42.5 dB 6587759 12456391
26 Locked QAM256 555000000 Hz 1.1 dBmV 38.6 dB 5056120 9551602
27 Locked QAM256 561000000 Hz 1.2 dBmV 40.2 dB 6754503 12764525
28 Locked QAM256 567000000 Hz 1.3 dBmV 42.3 dB 6534138 12328235
29 Locked QAM256 573000000 Hz 1.6 dBmV 39.0 dB 6345087 11987009
30 Locked QAM256 579000000 Hz 1.6 dBmV 42.5 dB 7085651 13453046
31 Locked QAM256 585000000 Hz 1.3 dBmV 42.4 dB 7199949 13685436
32 Locked QAM256 591000000 Hz 0.9 dBmV 42.1 dB 6966390 13195679
33 Locked QAM256 597000000 Hz 0.9 dBmV 41.7 dB 6667089 12675297
34 Locked QAM256 603000000 Hz 0.8 dBmV 41.9 dB 6810668 12859442
35 Locked QAM256 609000000 Hz 0.7 dBmV 41.2 dB 7370771 13980123
36 Locked QAM256 615000000 Hz 0.5 dBmV 41.4 dB 6733539 12641378
37 Locked QAM256 621000000 Hz 0.4 dBmV 39.4 dB 7316492 13798727
38 Locked QAM256 627000000 Hz 0.6 dBmV 40.5 dB 7234199 13675833
39 Locked QAM256 633000000 Hz 1.3 dBmV 34.6 dB 6475265 12217127
40 Locked QAM256 639000000 Hz 1.0 dBmV 40.6 dB 7140899 13464509
42 Locked QAM256 651000000 Hz 0.4 dBmV 40.4 dB 6664974 12479091
43 Locked QAM256 657000000 Hz 0.3 dBmV 41.4 dB 7012856 13166148
44 Locked QAM256 663000000 Hz 0.0 dBmV 41.1 dB 6984655 13096999
159 Locked Other 690000000 Hz 0.3 dBmV 39.5 dB 15892278 0



Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 10400000 Hz 3200000 Hz 41.0 dBmV
2 2 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 41.0 dBmV
3 3 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 42.0 dBmV
4 4 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 43.0 dBmV
5 5 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 44.0 dBmV
6 6 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 46.0 dBmV



Current System Time: Fri Jul 9 21:32:54 2021

jcaviani

Contributor

 • 

23 Messages

2 m ago

I would appreciate if someone could contact me.

BruceW

Gold Problem Solver

 • 

22.8K Messages

2 m ago

You haven't indicated which modem these stats are from. If you refer to https://www.xfinity.com/support/devices you'll note that the SB8200 is not approved for use with 1.2Gbps service, but the S33 is.

The signal levels and SNR values you posted look OK, but the error counts are climbing much too fast. You can refer to https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9 to see if anything there applies, but my guess is you'll need to hand this one over to Comcast. 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 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.

jcaviani

Contributor

 • 

23 Messages

@BruceW  thanks for the response. As I said in the first post, Arris sb8200 modem, 1200 mbps service. I never asked for the 1200 mbps service. Like I also said, this connection has been rock solid for years, no errors. I am going to try the other modem when it arrives today. I will also take a look at the connection in the attic that had a new cable run a couple of years ago at my expense to see If perhaps an animal has chewed on the cable.  The 1200 mbps service did work with no errors when it was first switched on. However, last week something happened with either the physical connection or the modem. I am an SCCM engineer so I am a good trouble shooter but I have limited tools with which to diagnose the physical connections. If the new modem does not work, I can safely assume something is not right with the physical connection and I suspect I will have to get xfinity involved and go through their gauntlet of diagnoses I have already done. 

I have reset the modem 3 times. The number of errors here is insane. Both error columns used to be zeros with an occasional correctible. Unfortunately, I don't know if this software version on the modem has recently changed - AB01.02.053.01_112320_193.0A.NSH I wish I would have taken a snapshot of the working configuration.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 645000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
41 Locked QAM256 645000000 Hz -0.1 dBmV 41.6 dB 6939831 15192671
13 Locked QAM256 471000000 Hz 2.0 dBmV 43.2 dB 6530305 14022885
14 Locked QAM256 477000000 Hz 1.9 dBmV 43.3 dB 6301346 13780444
15 Locked QAM256 483000000 Hz 1.6 dBmV 42.7 dB 8927558 19512388
16 Locked QAM256 489000000 Hz 1.7 dBmV 43.3 dB 8172686 18034209
17 Locked QAM256 495000000 Hz 1.7 dBmV 43.2 dB 7782484 17055005
18 Locked QAM256 507000000 Hz 1.7 dBmV 42.9 dB 7544707 16595694
19 Locked QAM256 513000000 Hz 1.4 dBmV 43.0 dB 6812785 15032406
20 Locked QAM256 519000000 Hz 1.4 dBmV 43.0 dB 8288873 18172888
21 Locked QAM256 525000000 Hz 1.6 dBmV 43.1 dB 8478391 18347723
22 Locked QAM256 531000000 Hz 1.6 dBmV 43.1 dB 7887611 17328463
23 Locked QAM256 537000000 Hz 1.2 dBmV 42.9 dB 8635689 18978478
24 Locked QAM256 543000000 Hz 1.1 dBmV 42.8 dB 6789587 14982118
25 Locked QAM256 549000000 Hz 1.5 dBmV 42.9 dB 6467991 14205431
26 Locked QAM256 555000000 Hz 1.5 dBmV 42.7 dB 5985121 13285860
27 Locked QAM256 561000000 Hz 1.5 dBmV 42.4 dB 6770658 14896388
28 Locked QAM256 567000000 Hz 1.3 dBmV 42.5 dB 5560792 11828074
29 Locked QAM256 573000000 Hz 1.7 dBmV 42.5 dB 8160762 17841417
30 Locked QAM256 579000000 Hz 1.8 dBmV 42.7 dB 7792706 17177765
31 Locked QAM256 585000000 Hz 1.8 dBmV 42.6 dB 6175157 13141921
32 Locked QAM256 591000000 Hz 1.6 dBmV 42.4 dB 7961044 17556502
33 Locked QAM256 597000000 Hz 1.7 dBmV 42.5 dB 6271247 13879285
34 Locked QAM256 603000000 Hz 1.7 dBmV 42.6 dB 8702227 19193743
35 Locked QAM256 609000000 Hz 1.6 dBmV 42.2 dB 9002772 19649718
36 Locked QAM256 615000000 Hz 1.3 dBmV 41.9 dB 7947009 17028308
37 Locked QAM256 621000000 Hz 0.9 dBmV 41.9 dB 7964801 17552394
38 Locked QAM256 627000000 Hz 0.8 dBmV 41.8 dB 9526914 20747862
39 Locked QAM256 633000000 Hz 1.0 dBmV 41.9 dB 8475510 18489984
40 Locked QAM256 639000000 Hz 0.5 dBmV 41.7 dB 8151697 17594427
42 Locked QAM256 651000000 Hz 0.0 dBmV 41.3 dB 6784227 14536303
43 Locked QAM256 657000000 Hz 0.3 dBmV 41.3 dB 7772318 16494696
44 Locked QAM256 663000000 Hz 0.2 dBmV 41.3 dB 7220661 15547978
159 Locked Other 690000000 Hz 0.5 dBmV 40.0 dB 3144615681 0



Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 10400000 Hz 3200000 Hz 41.0 dBmV
2 2 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 41.0 dBmV
3 3 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 42.0 dBmV
4 4 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 42.0 dBmV
5 5 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 44.0 dBmV
6 6 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 46.0 dBmV



Current System Time: Sat Jul 10 07:51:10 2021

(edited)

Official Employee

 • 

445 Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I am truly sorry for the connection issues you have been experiencing and would love the opportunity to take a look at the signals on our end. Please send us a private message with your name and service address to Xfinity Support by clicking the chat icon at the top right of the page.

 

To send a "Peer to peer" ("Private") message you may need to:

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Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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.
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EG

Expert

 • 

89.1K Messages

@jcaviani

I'll add that the SNR's were low / marginal on some of the downstream channels in your first and especially your second post. The third post is good. Something intermittent is going on with the line / connection quality somewhere. Seems there may be some spurious noise ingressing into the line(s). Good luck with it !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
jcaviani

Contributor

 • 

23 Messages

@ComcastBillie

Unfortunately, the new modem (Arris Surfboard s33) didn't make a difference. It looks like something has changed about my physical connection although I made no changes. I will have to get someone to look at it.  

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 645000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
41 Locked QAM256 645000000 Hz 0 dBmV 40 dB 1152118 2796121
13 Locked QAM256 471000000 Hz 0 dBmV 38 dB 1007984 2439836
14 Locked QAM256 477000000 Hz 0 dBmV 42 dB 1112888 2763051
15 Locked QAM256 483000000 Hz 0 dBmV 42 dB 1154503 2882197
16 Locked QAM256 489000000 Hz 0 dBmV 38 dB 1146052 2856307
17 Locked QAM256 495000000 Hz 0 dBmV 37 dB 1125430 2784465
18 Locked QAM256 507000000 Hz 0 dBmV 38 dB 1114599 2771627
19 Locked QAM256 513000000 Hz 0 dBmV 41 dB 1133463 2841278
20 Locked QAM256 519000000 Hz 0 dBmV 40 dB 1113988 2784088
21 Locked QAM256 525000000 Hz 0 dBmV 41 dB 1106758 2761050
22 Locked QAM256 531000000 Hz 0 dBmV 42 dB 1101225 2766397
23 Locked QAM256 537000000 Hz 0 dBmV 42 dB 1112234 2789997
24 Locked QAM256 543000000 Hz 0 dBmV 42 dB 1125602 2836911
25 Locked QAM256 549000000 Hz 0 dBmV 41 dB 979282 2497098
26 Locked QAM256 555000000 Hz 0 dBmV 42 dB 1084496 2696057
27 Locked QAM256 561000000 Hz 0 dBmV 41 dB 1092282 2686377
28 Locked QAM256 567000000 Hz 0 dBmV 39 dB 1004867 2519008
29 Locked QAM256 573000000 Hz 0 dBmV 40 dB 1188454 2994441
30 Locked QAM256 579000000 Hz 0 dBmV 38 dB 1193124 2981702
31 Locked QAM256 585000000 Hz 0 dBmV 41 dB 1198982 2964421
32 Locked QAM256 591000000 Hz 0 dBmV 41 dB 1205246 2963949
33 Locked QAM256 597000000 Hz 0 dBmV 40 dB 1163601 2943466
34 Locked QAM256 603000000 Hz 0 dBmV 40 dB 1199005 2931861
35 Locked QAM256 609000000 Hz 0 dBmV 41 dB 1200164 2939751
36 Locked QAM256 615000000 Hz 0 dBmV 36 dB 1255892 3129860
37 Locked QAM256 621000000 Hz 0 dBmV 40 dB 1219559 3015427
38 Locked QAM256 627000000 Hz 0 dBmV 39 dB 1213993 3003219
39 Locked QAM256 633000000 Hz 0 dBmV 39 dB 1190594 2937370
40 Locked QAM256 639000000 Hz 0 dBmV 36 dB 1197012 2954541
42 Locked QAM256 651000000 Hz 0 dBmV 40 dB 1180078 2901686
43 Locked QAM256 657000000 Hz 0 dBmV 32 dB 1195301 2960533
44 Locked QAM256 663000000 Hz 0 dBmV 32 dB 1171679 2891152
159 Locked OFDM PLC 690000000 Hz 0 dBmV 41 dB 31375545 0



Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 10400000 Hz 3200000 42.3 dBmV
2 Locked SC-QAM 16400000 Hz 6400000 42.8 dBmV
3 Locked SC-QAM 22800000 Hz 6400000 43.3 dBmV
4 Locked SC-QAM 29200000 Hz 6400000 43.8 dBmV
5 Locked SC-QAM 35600000 Hz 6400000 44.8 dBmV
6 Locked SC-QAM 40400000 Hz 3200000 46.8 dBmV



Current System Time:Sun Jul 11 06:16:16 2021

(edited)

Official Employee

 • 

196 Messages

Thank you so much for reaching out to us through our awesome peer-to-peer chat. I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

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
EG

Expert

 • 

89.1K Messages

2 m ago

@jcaviani @ComcastBillie @ComcastHeatherE 

Please post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

jcaviani

Contributor

 • 

23 Messages

@EG

Agreed, no solution yet. I am having a tech come out tomorrow. I do notice the new modem handles the errors better - don't seem to be dropping out. But, this connection ran for years with zeros in the error columns so I'd like to know what changed. 

EG

Expert

 • 

89.1K Messages

@jcaviani 

Thanks for replying ! :-)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
jcaviani

Contributor

 • 

23 Messages

Problem was escalated to second tier support. I got a call from a tech who told me he could see the signal going to the modem was optimal (made a point of making him reiterate that information) I have cancelled my service call for the time being so I can test another modem. He said from his experience customers have the most trouble with Arris and Netgear modems and the least with xfinity and Motorola so I will test a Motorola MB8611. Even with the errors, the Arris Surboard 33 performs better than the Arris 8200. Also, I have not ruled out the router (Netgear Orbi AX6000 WiFi Mesh System 3 Pack) as the cause for the internet drop outs since both modems have remained blue and appear to be connected during those episodes, despite all the errors. Moreover, Netgear forces firmware updates that are not always stable and have been reported to cause internet drop outs. Unfortunately, I don't have a screen print of the error free modem and router software combination so all of this is a bit of a guess given that I can't really isolate all the factors. I do know for sure the Arris 8200 worked error free for a long period of time. So, what changed?

(edited)

jcaviani

Contributor

 • 

23 Messages

2 m ago

Unfortunately, the Motorola 8611 has errors too. This is 5 minutes after a modem reboot this morning. Something has changed with my connection and it's NOT the modem

Connection
   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 645000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 00h:06m:57s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 41 645.0 1.2 41.2 750 1099
   2 Locked QAM256 13 471.0 2.5 41.2 442 588
   3 Locked QAM256 14 477.0 2.4 42.9 476 706
   4 Locked QAM256 15 483.0 2.3 42.2 476 657
   5 Locked QAM256 16 489.0 2.4 42.5 546 709
   6 Locked QAM256 17 495.0 2.4 42.3 546 653
   7 Locked QAM256 18 507.0 2.3 42.0 529 630
   8 Locked QAM256 19 513.0 2.1 42.6 406 677
   9 Locked QAM256 20 519.0 2.1 42.5 550 554
   10 Locked QAM256 21 525.0 2.4 41.9 488 618
   11 Locked QAM256 22 531.0 2.3 41.1 538 603
   12 Locked QAM256 23 537.0 1.9 40.9 469 516
   13 Locked QAM256 24 543.0 1.7 41.6 475 610
   14 Locked QAM256 25 549.0 2.0 42.2 504 561
   15 Locked QAM256 26 555.0 1.9 42.3 442 596
   16 Locked QAM256 27 561.0 1.9 42.0 441 579
   17 Locked QAM256 28 567.0 1.8 42.2 441 557
   18 Locked QAM256 29 573.0 2.2 42.2 560 634
   19 Locked QAM256 30 579.0 2.3 42.3 532 632
   20 Locked QAM256 31 585.0 2.2 41.8 525 697
   21 Locked QAM256 32 591.0 2.1 41.4 560 708
   22 Locked QAM256 33 597.0 2.3 42.2 543 824
   23 Locked QAM256 34 603.0 2.4 42.1 562 645
   24 Locked QAM256 35 609.0 2.5 39.8 537 731
   25 Locked QAM256 36 615.0 2.3 41.7 551 726
   26 Locked QAM256 37 621.0 1.9 41.4 561 672
   27 Locked QAM256 38 627.0 1.9 41.3 538 645
   28 Locked QAM256 39 633.0 2.2 41.4 497 636
   29 Locked QAM256 40 639.0 1.7 41.5 500 637
   30 Locked QAM256 42 651.0 1.0 41.0 550 723
   31 Locked QAM256 43 657.0 1.1 41.5 523 612
   32 Locked QAM256 44 663.0 1.1 41.5 619 580
   33 Locked OFDM PLC 159 690.0 1.4 41.6 30582 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 2560 10.4 42.3
   2 Locked SC-QAM 2 5120 16.4 42.8
   3 Locked SC-QAM 3 5120 22.8 43.3
   4 Locked SC-QAM 4 5120 29.2 43.8
   5 Locked SC-QAM 5 5120 35.6 45.3
   6 Locked SC-QAM 6 2560 40.4 46.8

(edited)

Official Employee

 • 

196 Messages

Good morning! We truly hate to hear this is happening still. Please send us a PM when you are ready and we can schedule a technician. 

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
jcaviani

Contributor

 • 

23 Messages

2 m ago

Tech came out yesterday changed a couple of cable ends, checked the splitter in the attic, checked the wall plate and said my signal looks good. Still, I have all these modem errors (Motorola 8611). I guess I really don't care as long as the connection works. It still seems strange I went from zero errors to all these but there is nothing left to check. 

Connection
   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 645000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 14h:35m:53s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 41 645.0 1.4 41.3 462255 876013
   2 Locked QAM256 13 471.0 2.7 42.8 410132 796147
   3 Locked QAM256 14 477.0 2.7 42.8 440400 857049
   4 Locked QAM256 15 483.0 2.4 41.5 429992 839616
   5 Locked QAM256 16 489.0 2.5 42.6 453561 885858
   6 Locked QAM256 17 495.0 2.5 42.7 422678 814369
   7 Locked QAM256 18 507.0 2.5 42.2 439378 845572
   8 Locked QAM256 19 513.0 2.3 42.4 447064 867811
   9 Locked QAM256 20 519.0 2.3 42.6 443639 853284
   10 Locked QAM256 21 525.0 2.5 42.3 423601 823330
   11 Locked QAM256 22 531.0 2.5 41.3 430702 829905
   12 Locked QAM256 23 537.0 2.0 42.7 430782 830118
   13 Locked QAM256 24 543.0 1.9 42.6 428471 825675
   14 Locked QAM256 25 549.0 2.2 42.4 428684 826327
   15 Locked QAM256 26 555.0 2.1 40.8 434013 831208
   16 Locked QAM256 27 561.0 2.0 41.9 439355 845577
   17 Locked QAM256 28 567.0 1.9 40.5 452435 869224
   18 Locked QAM256 29 573.0 2.3 41.2 469881 899986
   19 Locked QAM256 30 579.0 2.5 42.0 481397 934168
   20 Locked QAM256 31 585.0 2.5 41.5 500103 962567
   21 Locked QAM256 32 591.0 2.4 41.0 496782 965024
   22 Locked QAM256 33 597.0 2.4 39.5 462580 888067
   23 Locked QAM256 34 603.0 2.6 40.9 526717 1022411
   24 Locked QAM256 35 609.0 2.6 41.9 528905 1017319
   25 Locked QAM256 36 615.0 2.4 41.7 524249 1006756
   26 Locked QAM256 37 621.0 2.1 41.3 515828 994906
   27 Locked QAM256 38 627.0 2.0 39.2 509750 981304
   28 Locked QAM256 39 633.0 2.4 42.1 501825 967676
   29 Locked QAM256 40 639.0 1.9 41.5 503571 954336
   30 Locked QAM256 42 651.0 1.3 41.2 488523 935442
   31 Locked QAM256 43 657.0 1.5 41.2 489773 928715
   32 Locked QAM256 44 663.0 1.4 41.4 485080 920437
   33 Locked OFDM PLC 159 690.0 1.7 41.7 5296977 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 2560 10.4 42.3
   2 Locked SC-QAM 2 5120 16.4 42.3
   3 Locked SC-QAM 3 5120 22.8 42.8
   4 Locked SC-QAM 4 5120 29.2 43.3
   5 Locked SC-QAM 5 5120 35.6 44.8
   6 Locked SC-QAM 6 2560 40.4 46.8

(edited)

jcaviani

Contributor

 • 

23 Messages

2 m ago

After scheduling another service call I got a call stating they had fixed something in my area. My modem is now running error free again.

Connection
   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 645000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 00h:04m:46s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 41 645.0 3.6 41.1 0 0
   2 Locked QAM256 13 471.0 7.0 43.0 0 0
   3 Locked QAM256 14 477.0 7.0 42.8 0 0
   4 Locked QAM256 15 483.0 6.8 42.9 0 0
   5 Locked QAM256 16 489.0 6.9 42.9 0 0
   6 Locked QAM256 17 495.0 6.9 42.6 0 0
   7 Locked QAM256 18 507.0 6.8 42.7 0 0
   8 Locked QAM256 19 513.0 6.5 42.8 0 0
   9 Locked QAM256 20 519.0 6.4 42.6 0 0
   10 Locked QAM256 21 525.0 6.5 42.7 0 0
   11 Locked QAM256 22 531.0 6.4 42.7 0 0
   12 Locked QAM256 23 537.0 5.9 42.6 0 0
   13 Locked QAM256 24 543.0 5.7 42.5 0 0
   14 Locked QAM256 25 549.0 5.9 42.5 0 0
   15 Locked QAM256 26 555.0 5.8 42.3 0 0
   16 Locked QAM256 27 561.0 5.7 42.1 0 0
   17 Locked QAM256 28 567.0 5.6 42.2 0 0
   18 Locked QAM256 29 573.0 5.9 42.3 0 0
   19 Locked QAM256 30 579.0 5.9 42.2 0 0
   20 Locked QAM256 31 585.0 5.8 42.1 0 0
   21 Locked QAM256 32 591.0 5.6 42.0 0 0
   22 Locked QAM256 33 597.0 5.6 42.1 0 0
   23 Locked QAM256 34 603.0 5.5 42.0 0 0
   24 Locked QAM256 35 609.0 5.4 41.9 0 0
   25 Locked QAM256 36 615.0 5.1 41.7 0 0
   26 Locked QAM256 37 621.0 4.6 41.5 0 0
   27 Locked QAM256 38 627.0 4.5 41.5 0 0
   28 Locked QAM256 39 633.0 4.8 41.6 0 0
   29 Locked QAM256 40 639.0 4.3 41.3 0 0
   30 Locked QAM256 42 651.0 3.6 40.9 0 0
   31 Locked QAM256 43 657.0 3.8 41.0 0 0
   32 Locked QAM256 44 663.0 3.7 41.0 0 0
   33 Locked OFDM PLC 159 690.0 4.3 41.2 153081 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 2560 10.4 41.3
   2 Locked SC-QAM 2 5120 16.4 41.3
   3 Locked SC-QAM 3 5120 22.8 41.8
   4 Locked SC-QAM 4 5120 29.2 42.3
   5 Locked SC-QAM 5 5120 35.6 43.3
   6 Locked SC-QAM 6 2560 40.4 43.8
jcaviani

Contributor

 • 

23 Messages

2 m ago

Interestingly, the tech told me the closer to zero the Pwr (dBmV) numbers the better but that doesn't seem to be the case. No matter, the connection is now stable. The xfinity staff kept following up and solved the issue.

Connection
   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 645000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 00h:16m:15s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 41 645.0 3.6 41.0 0 0
   2 Locked QAM256 13 471.0 7.0 42.8 0 0
   3 Locked QAM256 14 477.0 7.0 43.0 0 0
   4 Locked QAM256 15 483.0 6.8 42.8 0 0
   5 Locked QAM256 16 489.0 6.9 42.9 0 0
   6 Locked QAM256 17 495.0 6.9 42.6 0 0
   7 Locked QAM256 18 507.0 6.8 42.8 0 0
   8 Locked QAM256 19 513.0 6.6 42.6 0 0
   9 Locked QAM256 20 519.0 6.4 42.7 0 0
   10 Locked QAM256 21 525.0 6.5 42.7 0 0
   11 Locked QAM256 22 531.0 6.4 42.7 0 0
   12 Locked QAM256 23 537.0 5.9 42.5 0 0
   13 Locked QAM256 24 543.0 5.7 42.4 0 0
   14 Locked QAM256 25 549.0 5.9 42.3 0 0
   15 Locked QAM256 26 555.0 5.8 42.4 0 0
   16 Locked QAM256 27 561.0 5.8 42.2 0 0
   17 Locked QAM256 28 567.0 5.6 42.2 0 0
   18 Locked QAM256 29 573.0 6.0 42.3 0 0
   19 Locked QAM256 30 579.0 5.9 42.1 0 0
   20 Locked QAM256 31 585.0 5.8 42.0 0 0
   21 Locked QAM256 32 591.0 5.6 41.9 0 0
   22 Locked QAM256 33 597.0 5.6 42.0 0 0
   23 Locked QAM256 34 603.0 5.6 42.0 0 0
   24 Locked QAM256 35 609.0 5.4 41.8 0 0
   25 Locked QAM256 36 615.0 5.1 41.6 0 0
   26 Locked QAM256 37 621.0 4.6 41.5 0 0
   27 Locked QAM256 38 627.0 4.5 41.4 0 0
   28 Locked QAM256 39 633.0 4.8 41.5 0 0
   29 Locked QAM256 40 639.0 4.3 41.2 0 0
   30 Locked QAM256 42 651.0 3.6 40.9 0 0
   31 Locked QAM256 43 657.0 3.8 41.0 0 0
   32 Locked QAM256 44 663.0 3.7 40.9 0 0
   33 Locked OFDM PLC 159 690.0 4.3 41.1 262044 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 2560 10.4 41.3
   2 Locked SC-QAM 2 5120 16.4 41.3
   3 Locked SC-QAM 3 5120 22.8 41.8
   4 Locked SC-QAM 4 5120 29.2 42.3
   5 Locked SC-QAM 5 5120 35.6 43.3
   6 Locked SC-QAM 6 2560 40.4 43.8

Visitor

 • 

15 Messages

2 m ago

Can Comcast share the solution with staff in Monterey CA. I have had this exact problem for almost 3 months. As well as gone through the steps with tech support and getting everything replaced we could. I would be great to have a working service.

Official Employee

 • 

75 Messages

Hi @user_1aed42! Thank you for coming to the Xfinity Community Forum to get help with a solution to the connectivity issues that you've mentioned. Each situation like this can be very unique. A lot of times, the issue can be different things like noise on the line, signal issues, issues with one's node, etc. It's best that we investigate your issue separately so we can help find a cause, then work with you and your local techs to find a resolution. Since this is a thread created by another user, can you please start your own thread with more details of your experience and a the steps that have been taken so far? From there an awesome member of my team can further assist you! We look forward to chatting with you soon. 

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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