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user_1de307
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6 Messages

Saturday, June 3rd, 2023 10:30 PM

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Poor downstream connection

CM status and Upstream Status are Green.  Downstream status is RED with the below diagnostics.  I recently purchased my own modem and router, and I upgraded the coax cables.

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 36 627000000 Hz -22.6 dBmV 29.7 dB 425508 80186
2 Locked QAM256 13 489000000 Hz -12.0 dBmV 40.5 dB 0 0
3 Locked QAM256 14 495000000 Hz -10.2 dBmV 42.2 dB 0 0
4 Locked QAM256 15 501000000 Hz -8.2 dBmV 43.7 dB 0 0
5 Locked QAM256 16 507000000 Hz -10.1 dBmV 42.5 dB 0 0
6 Locked QAM256 17 513000000 Hz -8.6 dBmV 43.1 dB 0 0
7 Locked QAM256 18 519000000 Hz -9.1 dBmV 43.1 dB 0 0
8 Locked QAM256 19 525000000 Hz -12.3 dBmV 40.3 dB 0 0
9 Locked QAM256 20 531000000 Hz -11.7 dBmV 41.0 dB 0 0
10 Locked QAM256 21 537000000 Hz -8.7 dBmV 43.5 dB 0 0
11 Locked QAM256 22 543000000 Hz -8.5 dBmV 43.5 dB 0 0
12 Locked QAM256 23 549000000 Hz -11.0 dBmV 41.4 dB 0 0
13 Locked QAM256 24 555000000 Hz -11.9 dBmV 36.6 dB 0 0
14 Locked QAM256 25 561000000 Hz -12.6 dBmV 39.3 dB 0 0
15 Locked QAM256 26 567000000 Hz -15.9 dBmV 36.7 dB 0 0
16 Locked QAM256 27 573000000 Hz -13.4 dBmV 39.1 dB 0 0
17 Locked QAM256 28 579000000 Hz -11.8 dBmV 40.1 dB 0 0
18 Locked QAM256 29 585000000 Hz -14.8 dBmV 37.8 dB 0 0
19 Locked QAM256 30 591000000 Hz -11.6 dBmV 40.1 dB 0 0
20 Locked QAM256 31 597000000 Hz -11.1 dBmV 41.0 dB 0 0
21 Locked QAM256 32 603000000 Hz -15.5 dBmV 35.7 dB 0 0
22 Locked QAM256 33 609000000 Hz -23.3 dBmV 29.5 dB 7834 0
23 Locked QAM256 34 615000000 Hz -23.7 dBmV 29.3 dB 37810 0
24 Locked QAM256 35 621000000 Hz -19.1 dBmV 33.5 dB 0 0
25 Locked QAM256 37 633000000 Hz -24.6 dBmV 28.2 dB 562332 0
26 Locked QAM256 38 639000000 Hz -21.8 dBmV 30.7 dB 5187 0
27 Locked QAM256 39 645000000 Hz -21.4 dBmV 31.3 dB 31 0
28 Locked QAM256 40 651000000 Hz -22.5 dBmV 30.2 dB 564 0
29 Locked QAM256 41 657000000 Hz -21.4 dBmV 31.2 dB 15 0
30 Locked QAM256 42 663000000 Hz -21.5 dBmV 31.3 dB 24 0
31 Locked QAM256 43 669000000 Hz -21.0 dBmV 31.4 dB 4 0
32 Locked QAM256 44 675000000 Hz -24.5 dBmV 27.6 dB 45611651 7193628
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 50.0 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 48.8 dBmV
3 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 49.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 50.0 dBmV
5 Not Locked Unknown 0 0 0 0.0 dBmV
6 Not Locked Unknown 0 0 0 0.0 dBmV
7 Not Locked Unknown 0 0 0 0.0 dBmV
8 Not Locked Unknown 0 0 0 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock Status Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier
Number Range		 Unerrored
Codewords		 Correctable
Codewords		 Uncorrectable
Codewords
1 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV

Question

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Updated 

2 years ago

135

2

0

EG

Expert

 • 

111.3K Messages

2 years ago

You have a terrible connection !! Here's some self-troubleshooting stuff that you can try;

In an effort to try to obtain better connectivity, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

0

CCEthan

Official Employee

 • 

1.4K Messages

2 years ago

@user_1de307 Did you try any tips from @EG ? If no success, let us know.

3

user_1de307

Visitor

 • 

6 Messages

@XfinityEthan​ Hi.  I did remove the splitter in the house and checked that everything looked clean with no corrosion.  There was a slight improvement when I removed the splitter, but not much.  

2 years ago

0

XfinityArmand

Official Employee

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2.2K Messages

HI there!  We are happy to take a deeper look into this for you.  No worries! You have reached out to a team of exerts who want to ensure that you are having the best experience with your service.  Please feel free to shoot us a private message so that we can get started.  

 

To send a "direct message" / "private message" message to Xfinity Support:

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 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

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 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

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2 years ago

user_1de307

Visitor

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6 Messages

Tech came out and found water intrusion at the line that comes into the house.  Due to squirrel chew.  Issue resolved.  

2 years ago

0

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