Visitor
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1 Message
OFDM PLC High Uncorrected Errors
For the last week or so I have been having issues with my connection getting super slow making the network pretty much unusable. I pay for 900mbps and for the 9 months I have had no problems hitting this speed and I have had no consistency issues. However, now I am getting random drops throughout to day down to as low as 3 mbps. Whenever I restart my Motorola MB8611 modem it fixes the issue temporarily but usually a short time later I will have the same slow down issues. I took a look into the configuration panel of the modem and noticed that I have a high number of uncorrected errors on the OFDM PLC channel. I attached an image showing the number of errors on the channel after just a really short runtime. I had also noticed that the SNR for the channel would fluctuate from about 17 which is relatively normal to 0 which is were its at in the picture shown. I have gone through multiple trouble shooting steps including ensuring all the connections to the modem are tight, I contacted Xfinity support an they ensured that my connection to the modem was good on their end as well. The modem is connected directly to the coax connection coming into the house that was run by a tech in February of this year and there are no splitters or connections between the box outside the house and the connection to the modem. I'm not really sure what my next steps should be to solve this problem.
BruceW
Gold Problem Solver
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26.3K Messages
2 years ago
It is not. Downstream power levels are borderline to out-of-spec (too low), and the OFDM channel is grossly out of spec. Network connection problems like these are often due to poor coax connections or damaged coax cable, usually in or near your home.
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, 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.
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XfinityNico
Official Employee
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553 Messages
2 years ago
Hello @user_1028, thanks for reaching out for help on our forums! You've reached the right tea of experts, and we can certainly assist with your connection concern. Typically, if the signal levels are great and the connection inside your home have been checked a technician visit would be the next step toward a proper resolution.
In order to get started can you please send us a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?
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user_b3d47hh
Visitor
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1 Message
2 years ago
I've had this issue since my network has been updated in Nov 2022. Is this fixed for you and what fixed it?
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