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.)

Responses

EG

Expert

•

105.9K Messages

7 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 !

1

Bierp

Visitor

•

13 Messages

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

7 months ago

EG

Expert

•

105.9K Messages

7 months ago

Yes. Please do post back with an update.

0

Bierp

Visitor

•

13 Messages

7 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

0

EG

Expert

•

105.9K Messages

7 months ago

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

0

Bierp

Visitor

•

13 Messages

7 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.

0

EG

Expert

•

105.9K Messages

7 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 !

0

Bierp

Visitor

•

13 Messages

7 months ago

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

0

Bierp

Visitor

•

13 Messages

7 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?

2

0

XfinityThomasA

Official Employee

•

1.5K 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

7 months ago

EG

Expert

•

105.9K 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

7 months ago

0

Bierp

Visitor

•

13 Messages

7 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.

0

EG

Expert

•

105.9K Messages

7 months ago

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

0

Bierp

Visitor

•

13 Messages

6 months 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.

0

Bierp

Visitor

•

13 Messages

6 months ago

Made it about 30 hours before it crashed. Sigh.

0

Bierp

Visitor

•

13 Messages

6 months 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

2

0

XfinityLinda

Official Employee

•

1.2K 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.

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

6 months ago

XfinitySheila

Official Employee

•

772 Messages

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

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

6 months ago

0

Bierp

Visitor

•

13 Messages

6 months 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.

5

0

XfinityMarcus

Official Employee

•

809 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.
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

6 months ago

0

Bierp

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?

6 months ago

0

XfinityEmilyB

Official Employee

•

1.6K 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

6 months ago

0

Bierp

Visitor

•

13 Messages

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

6 months ago

0

XfinityJamesC

Official Employee

•

1.5K 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

6 months ago

0

Your Home Network

Bierp

Random router reboots

Cable Modem

Was this helpful?

EG

Bierp

EG

Bierp

EG

Bierp

EG

Bierp

Bierp

XfinityThomasA

EG

Bierp

EG

Bierp

Bierp

Bierp

XfinityLinda

XfinitySheila

Bierp

XfinityMarcus

Bierp

XfinityEmilyB

Bierp

XfinityJamesC

New to the Community?