Line noise, plant problems, or a failing node upstream

Please post those error log entries in their entirety (copy and paste them, don't post a screenshot) but redact any CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publicly.

And what do the modem's signal status values look like ? Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

Hello EG, thank you for the prompt reply. 

Line noise can absolutely be coming from the lines in your own house/apartment, as well as from the pole to the premises. I would recommend letting them take a look. One of the mods will likely ask you to message them directly soon.

The signal status values at that snapshot in time were OK but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) /  an upstream channel / return path impairment somewhere.

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

Hi EG, I haven't heard back from Xfinity support yet, no phone call or email.  

As an aside, I spoke to my nearest neighbor and they are having similar problems with their service. If you suggest we need their logs as well, I'll help them get those added to the thread.

Thanks

@user_ssdut4 

Ok, I'll try re-escalating this. Good luck !

Hi @EG, here's the story as of today:

Xfinity technician came to my residence and tested my hardware and coax out to the exterior. He was not able to find anything wrong with my hardware or cabling. He called in an Xfinity utility crew to check the cabling between my house and the street. I didn't get to talk to anyone after that. 

As of today, there's significantly less critical errors logged to my modem. I'm not aware of what constitutes normal in this realm, but from a simple "number of occurrences" perspective it has indeed improved. 

As for individual experience, we have seen no obvious interruptions, high latency, or outages since the work was completed. I will take it as a win and move on with life!

Thanks again for your help in getting this escalated. Much respect for what you do here! 

It's my pleasure ! Thanks for your kind recognition ! Hope things hold up for you ! Best of luck !