Bierp's profile

Visitor

 • 

13 Messages

Tuesday, February 20th, 2024 12:08 AM

Closed

Random router reboots

I'm on a 1.2 gig plan and my router was shipped, new, to me less than a month ago.  Speeds are fantastic, but in the last week or two it's been randomly rebooting, which is a pain.  I haven't yet found a pattern to the reboots (time of day, uptime, etc), but when it comes back, the connection time to the Xfinity network is definitely starting at 0h 0m 0s.  

Logging on the device is so limited that I cannot do substantial troubleshooting.  Below are the connection metrics shortly after the latest reboot:

Cable Modem

HW Version:2.0
Vendor:Technicolor
BOOT Version:S1TC-3.81.21.97
Core Version:1.0
Model:CGM4981COM
Product Type:XB8
Flash Part:4096 MB
Download Version:Prod_22.2_d31 & Prod_22.2
Downstream
Channel Bonding Value
Channel ID
41
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
42
43
44
159
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
669 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
675 MHz
681 MHz
687 MHz
722000000
SNR
38.5 dB
39.2 dB
39.3 dB
39.0 dB
39.2 dB
39.3 dB
39.0 dB
39.0 dB
39.0 dB
39.0 dB
39.0 dB
38.7 dB
38.7 dB
38.6 dB
38.6 dB
38.6 dB
38.6 dB
38.7 dB
38.7 dB
38.5 dB
38.6 dB
38.6 dB
38.5 dB
38.5 dB
38.5 dB
38.7 dB
38.5 dB
38.6 dB
38.6 dB
37.9 dB
38.4 dB
38.3 dB
38.3 dB
Power Level
-4.8 dBmV
-4.5 dBmV
-4.0 dBmV
-4.6 dBmV
-4.5 dBmV
-4.2 dBmV
-4.6 dBmV
-4.8 dBmV
-4.4 dBmV
-4.3 dBmV
-4.3 dBmV
-4.7 dBmV
-4.8 dBmV
-4.9 dBmV
-5.1 dBmV
-5.2 dBmV
-4.9 dBmV
-4.4 dBmV
-4.5 dBmV
-4.8 dBmV
-5.0 dBmV
-4.9 dBmV
-4.9 dBmV
-4.8 dBmV
-4.7 dBmV
-4.3 dBmV
-4.6 dBmV
-4.6 dBmV
-4.5 dBmV
-5.0 dBmV
-4.9 dBmV
-4.9 dBmV
-4.5 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
*Channel ID 41 is the Primary channel
Upstream
Channel Bonding Value
Channel ID
1
2
3
4
5
6
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
10 MHz
16 MHz
22 MHz
29 MHz
35 MHz
40 MHz
Symbol Rate
2560
5120
5120
5120
5120
2560
Power Level
48.0 dBmV
48.0 dBmV
49.0 dBmV
49.5 dBmV
49.0 dBmV
49.5 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
Channel ID
41
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
42
43
44
159
Unerrored Codewords
3581142
4223623
4212833
4233144
4238059
4242424
4246976
4251991
4257051
4261498
4266298
4270842
4274975
4279179
4283933
4288154
4292974
4297331
4299711
4304701
4308692
4312883
4317054
4321798
4325953
4330308
4334178
4339034
4343332
4347424
4367532
4350716
3581142
Correctable Codewords
1187647
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
1187647
Uncorrectable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Please advise.  (Please don't advise me to reboot it.  We're past that.)

Expert

 • 

103.3K Messages

2 months ago

The upstream power is borderline high and it may be intermittently fluctuating even higher to out-of-spec levels. The downstream power is on the weak side as well. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are 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 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, 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 !

Visitor

 • 

13 Messages

Good input.  I'll take a look.  More to come.

Expert

 • 

103.3K Messages

2 months ago

Yes. Please do post back with an update.

Visitor

 • 

13 Messages

2 months ago

It's been very easy for me to avoid looking into this in more detail and to just start swearing at it when it resets, but I did just move the router to a different location in the house, closer to the house feed.  I'll see if I can identify the cable routing and any splitters, eventually, but at a glance, here are the metrics at the new location.  The connection speed is fantastic, clocking 1298 Mbps down and 41 up through speedtest.net.

Channel ID
41
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
42
43
44
159
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
669 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
675 MHz
681 MHz
687 MHz
722000000
SNR
38.8 dB
39.6 dB
39.5 dB
39.3 dB
39.6 dB
39.5 dB
39.3 dB
39.4 dB
39.3 dB
39.3 dB
39.4 dB
39.4 dB
39.1 dB
39.1 dB
39.0 dB
39.1 dB
39.2 dB
39.1 dB
39.1 dB
39.0 dB
39.0 dB
39.0 dB
39.0 dB
38.8 dB
38.9 dB
38.9 dB
38.9 dB
39.0 dB
39.0 dB
38.1 dB
38.8 dB
38.7 dB
39.0 dB
Power Level
-1.6 dBmV
-1.6 dBmV
-1.4 dBmV
-1.4 dBmV
-1.4 dBmV
-1.6 dBmV
-1.7 dBmV
-1.7 dBmV
-1.4 dBmV
-1.5 dBmV
-1.3 dBmV
-1.5 dBmV
-1.6 dBmV
-2.0 dBmV
-2.1 dBmV
-2.0 dBmV
-1.5 dBmV
-1.4 dBmV
-1.4 dBmV
-1.5 dBmV
-1.7 dBmV
-1.7 dBmV
-1.7 dBmV
-1.6 dBmV
-1.3 dBmV
-1.0 dBmV
-1.3 dBmV
-1.3 dBmV
-1.4 dBmV
-1.3 dBmV
-1.5 dBmV
-1.7 dBmV
0.8 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
*Channel ID 41 is the Primary channel
Upstream
Channel Bonding Value
Channel ID
1
2
3
4
5
6
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
10 MHz
16 MHz
22 MHz
29 MHz
35 MHz
40 MHz
Symbol Rate
2560
5120
5120
5120
5120
2560
Power Level
47.3 dBmV
47.8 dBmV
48.3 dBmV
48.8 dBmV
48.3 dBmV
48.3 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
Channel ID
41
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
42
43
44
159
Unerrored Codewords
15751105
19533639
19523133
19542915
19547062
19552052
19556553
19561117
19566041
19570914
19576135
19581146
19585814
19590491
19595703
19600132
19604638
19610102
19612712
19617966
19622244
19627576
19631929
19637102
19642095
19647194
19652958
19657474
19663267
19682862
19669552
19671631
15751105
Correctable Codewords
4854896
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
4854896
Uncorrectable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Expert

 • 

103.3K Messages

2 months ago

It's a bit better but the upstream power is still marginal. Not much wiggle room there.

Visitor

 • 

13 Messages

2 months ago

I had to step out for a few hours, but as I look now, the uptime is 1h 50m, so it clearly reset.

Guess I'll have to actually dig into this.  

Expert

 • 

103.3K Messages

2 months ago

Please revisit my earlier *things to try* post. If it turns out that there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated. 


Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

Visitor

 • 

13 Messages

2 months ago

Appreciate the input.  I'll definitely be working through your post.  Just need to carve out some time.

Visitor

 • 

13 Messages

2 months ago

Ok, so I checked the external setup.  Looking past a lot of "legacy" cabling, the current setup seems to be the lead to the house, run through a multi-room filter, a 12ish inch output from that to a 3-way SV-3BG Commscope splitter.  Each output on the splitter says -5.5dB.

The room I moved my router to yesterday was the closest, most direct connection.  However, as I have no need for coax connections in any other room, I took the splitter out of the sequence and took the cable to that room and ran it directly into the filter.  I don't know if the filter can come off if we're not using multi-room, but was reluctant to try it as it say, pretty clearly, do not remove.  Obviously that's subjective, but input on this would be great.

I can't tell the quality of the cable from there to the room.  It's been painted over and I'm not seeing any writing on the jacket.  It appears to be a heavier grade than some of the older, unused coax around the house.

I've reset my router and here's what I'm getting now.

Downstream
Channel Bonding Value
Channel ID
41
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
42
43
44
159
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
669 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
675 MHz
681 MHz
687 MHz
722000000
SNR
39.2 dB
39.8 dB
39.7 dB
39.5 dB
39.7 dB
39.7 dB
39.7 dB
39.7 dB
39.4 dB
39.6 dB
39.5 dB
39.5 dB
39.4 dB
39.3 dB
39.2 dB
39.4 dB
39.4 dB
39.4 dB
39.3 dB
39.3 dB
39.2 dB
39.3 dB
39.1 dB
39.1 dB
39.1 dB
39.3 dB
39.1 dB
39.2 dB
39.2 dB
39.0 dB
39.1 dB
39.0 dB
39.3 dB
Power Level
4.6 dBmV
3.8 dBmV
4.1 dBmV
4.0 dBmV
4.0 dBmV
4.0 dBmV
3.7 dBmV
3.8 dBmV
4.0 dBmV
4.0 dBmV
4.2 dBmV
4.0 dBmV
3.9 dBmV
3.5 dBmV
3.4 dBmV
3.7 dBmV
4.1 dBmV
4.3 dBmV
4.3 dBmV
4.2 dBmV
4.2 dBmV
3.9 dBmV
4.0 dBmV
4.4 dBmV
4.5 dBmV
4.9 dBmV
4.6 dBmV
4.4 dBmV
4.7 dBmV
4.5 dBmV
4.7 dBmV
4.4 dBmV
5.3 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
*Channel ID 41 is the Primary channel
Upstream
Channel Bonding Value
Channel ID
1
2
3
4
5
6
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
10 MHz
16 MHz
22 MHz
29 MHz
35 MHz
40 MHz
Symbol Rate
2560
5120
5120
5120
5120
2560
Power Level
42.3 dBmV
42.8 dBmV
42.8 dBmV
43.3 dBmV
43.3 dBmV
43.3 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
Channel ID
41
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
42
43
44
159
Unerrored Codewords
19050795
20509378
20514278
20519064
20523513
20528159
20534007
20539454
20544258
20548894
20554027
20559564
20564410
20569235
20574381
20579440
20584685
20588966
20594368
20596059
20601167
20606279
20610877
20616259
20621331
20626620
20631144
20636159
20640714
20645880
20649657
20650452
19050795
Correctable Codewords
7092259
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
7092259
Uncorrectable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Thoughts?

Official Employee

 • 

1.1K Messages

Thank you for trying the detailed troubleshooting steps @EG provided, @Bierp.  We're happy to help schedule an expert Xfinity technician if any issues persist. Please keep us in the loop, and thanks for being part of the Xfinity Forums community! 

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

Expert

 • 

103.3K Messages

@Bierp​ 

Everything is much better now / well within spec. Is there a make and model number on the "multi-room filter" ? The bottom line is to live with it for a while now and see if the problem is gone.

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

Visitor

 • 

13 Messages

2 months ago

It seems to be an MoCA POE filter.  Here's an amazon link to one which looks pretty much the same, but may not be the exact part number.  (My photo makes it hard for me to get the exact part and it's dark, so I'll have to take a better photo tomorrow.)

https://www.amazon.com/GLP-1G70CWWS-Filter-Eliminate-Multi-Room-Interference/dp/B08HJ4F4D4

The bad news is, even with the improved numbers, the connection has reset several times in the last 30 hours.  Sigh.

I can remove it, but not sure whether that'll do much.  I can also test it right at the line to the house, removing the cable into the room.  Not confident of either, but those are the obvious troubleshooting steps before I have a tech come out.  

Expert

 • 

103.3K Messages

2 months ago

Try doing both for a test. But put the filter back afterwards, or replace it if it appears to be malfunctioning.

Visitor

 • 

13 Messages

1 month ago

Sorry, took me a while to get around to this.  

I've done several tests.  The upstream on all of them seemed to be the same across the board, at 42.3, 42.3, 42.8, 43.3, 43.3 and 43.3 dBmV.

The downstream on channel 41 varied based on the conditions.  The SNR was 39.2 or 39.3 consistently.  The power broke down like this:

Upstairs, filtered:  4.4 dBmV

Upstairs, unfiltered: 5.2 dBmV

Directly on the line, filtered: 5.7 dBmV

Directly on the line, unfiltered: 6.0 dBmV

So clearly I've got some reduction on the line running upstairs and clearly the filter has an impact as well.

Right now I'm setup with Upstairs, unfiltered at 5.2.  I don't especially want to run for any length on the direct connection as that involves leaving hardware outside, or wrangling with windows and screens.  (Though I CAN do this if we get to that point.)

The filter in question has a sticker on it which says "Required for Multi-room DVR - Do Not Remove".  I don't have any DVR, so I don't think I really need that.  The engraved coding on the side says:

GLP-1G70CWWS

PPC 3321A

Anything after the S on the first line will be hidden by the sticker.  

So my plan is to run on the 5.2 dBmV connection for a bit to see how it behaves.  I'll then setup for a direct connection at 6.0 dBmV.  Anything further probably exceeds my troubleshooting ability, barring additional instructions.

Let me know what you think, and thanks again for your help.

Visitor

 • 

13 Messages

1 month ago

Made it about 30 hours before it crashed.  Sigh.

Visitor

 • 

13 Messages

1 month ago

Ok, I've setup a direct connection from the Comcast lead to the router.  Fingers crossed, but not optimistic.  This will be my last possible troubleshooting step before I have to have them out.

Here are the metrics right now.

Downstream
Channel Bonding Value
Channel ID
41
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
42
43
44
159
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
669 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
675 MHz
681 MHz
687 MHz
722000000
SNR
39.1 dB
39.8 dB
39.8 dB
39.4 dB
39.7 dB
39.7 dB
39.6 dB
39.6 dB
39.4 dB
39.6 dB
39.6 dB
39.6 dB
39.6 dB
39.4 dB
39.4 dB
39.4 dB
39.4 dB
39.5 dB
39.4 dB
39.4 dB
39.3 dB
39.4 dB
39.2 dB
39.2 dB
39.2 dB
39.3 dB
39.3 dB
39.3 dB
39.3 dB
39.2 dB
39.3 dB
39.1 dB
39.3 dB
Power Level
6.0 dBmV
5.1 dBmV
5.3 dBmV
5.3 dBmV
5.3 dBmV
5.3 dBmV
5.1 dBmV
5.2 dBmV
5.3 dBmV
5.3 dBmV
5.5 dBmV
5.3 dBmV
5.2 dBmV
4.9 dBmV
4.8 dBmV
5.0 dBmV
5.5 dBmV
5.8 dBmV
5.7 dBmV
5.6 dBmV
5.5 dBmV
5.4 dBmV
5.5 dBmV
5.7 dBmV
5.9 dBmV
6.2 dBmV
6.0 dBmV
6.0 dBmV
6.0 dBmV
6.1 dBmV
6.0 dBmV
6.0 dBmV
6.9 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
*Channel ID 41 is the Primary channel
Upstream
Channel Bonding Value
Channel ID
1
2
3
4
5
6
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
10 MHz
16 MHz
22 MHz
29 MHz
35 MHz
40 MHz
Symbol Rate
2560
5120
5120
5120
5120
2560
Power Level
42.3 dBmV
42.3 dBmV
42.8 dBmV
43.3 dBmV
42.8 dBmV
43.3 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
Channel ID
41
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
42
43
44
159
Unerrored Codewords
8141706
9637979
9643136
9648246
9654007
9659206
9665245
9669545
9675857
9680437
9685105
9689867
9694718
9700035
9704667
9709624
9714936
9719295
9723887
9726964
9732166
9736985
9742397
9747145
9752487
9758003
9762703
9768223
9773833
9779485
9779699
9782200
8141706
Correctable Codewords
2019567
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
1
0
0
0
0
2019567
Uncorrectable Codewords
0
0
0
0
0

Official Employee

 • 

957 Messages

@Bierp Thank you for sharing your update. We can see how it does today, and follow up tomorrow. We are happy to set up the tech appointment if needed. We'll be in touch.

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Official Employee

 • 

600 Messages

 

Bierp  Hi there! How tare things working for you today? 

 

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Visitor

 • 

13 Messages

1 month ago

Uptime is 52 hours and counting, which is encouraging.  It's possible that the older cabling in this place is the problem.

So my question is, can Comcast set me up with an appropriate, modern cable to a central room?  My external hookup is very kludgy and definitely not a good permanent solution.

I'm renting this place if that matters.

Let me know, please.

Official Employee

 • 

469 Messages

@Bierp, just to make sure we are on the same page, are you asking if we can provide a modem for you and connect it to an outlet in a different location within the residence?

I am an Official Xfinity Employee.
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We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

 • 

13 Messages

No, I have the Xfinity modem/router already.  It seems that the existing cabling between the Xfinity drop at the side of the house and the rooms inside the house is insufficient to prevent constant rebooting of that device.  In my testing, I've arranged to have my device connected directly to the drop, but that's really only viable as a temporary solution for the purposes of troubleshooting.  I need to relocate that device to a central room in the house, but I need adequate coax to make that happen without a repeat of this issue.

Generally, with a new service (I started this service in Jan), I'd expect Comcast to run the necessary cables to the target room.  Judging by the cable on the outside of this house, that's likely been done several times over the years, but clearly that old cable cannot provide adequate connectivity to the current generation of hardware, so I need to have something modern connected from the drop to a central room where I can place the router.

Does that make sense?

Official Employee

 • 

1.3K Messages

@Bierp Gotcha, thank you for clarifying :). Our technicians can replace outside wiring and in my experience, will be happy to cut a longer length of coax cable if you need to place equipment further away from your exterior walls. They are not permitted to do any type of wall fishing work, so they will not be able to install a new coax outlet on an interior wall of the home. If you require wall fishing, I'd recommend hiring a contractor.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I can help you set up an appointment with a technician to replace your outside wiring. 

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

Visitor

 • 

13 Messages

Perfect.  Outside is what I need.  I'll do that.  Thanks!

Official Employee

 • 

1.2K Messages

Thank you for sending us a DM and working with us to get this resolved, @Bierp. I'm so glad we were able to stabilize things for you. Please don't hesitate to create a new post if you ever need assistance with anything else. Our amazing community is always ready to help.

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
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