U

Visitor

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8 Messages

Sat, May 8, 2021 12:08 PM

Slow speeds, random complete loss of internet. Issues with OFDM channel, event type code 24--> 24--> 16

Modem: MB8600 - shows  HUGE # OFDM corrected errors and high # of uncorrected errors... similar to problems discussed in forms.  I have NO SPLITTERS between ingress and wall plate and incoming connection is grounded. The event code on the Modem cycles:  24--> 24--> 16.  This cycle repeats and never ends.  Screen shot below is after 1 day.  Please help!

This post was escalated on May 12, 2021 by EG

Responses

EG

Expert

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87.2K Messages

1 m ago

Please also post the upstream power level numbers.

And post those modem error / event log entries in their entirety.

Official Employee

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6.7K Messages

1 m ago

Hi user_d5da2c. We appreciate you visiting and posting on our Forums. I can assist with troubleshooting your internet speed and connectivity issues.  I'd like to start with polling our CMTS for real-time and historical RF signal reports from your modem. I can also check your local Node/Plant for any degradation or error reports. So we can help you, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

 

Let me know if you have any questions.

EG

Expert

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87.2K Messages

1 m ago

@user_d5da2c 

Please post the balance of the info that I requested here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

Visitor

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8 Messages

1 m ago

Power Levels and Event Code Entries

EG

Expert

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87.2K Messages

@user_d5da2c 

Thanks for posting. The signal stats are o/k but the error log entries indicate that something is going on.

Have you sent the direct message with the requested info to xfinity support ?

Visitor

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8 Messages

1 m ago

Yes.... but no response.  

This comment was created from this reply
EG

Expert

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87.2K Messages


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic. Good luck !

Visitor

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8 Messages

Big Thanks!... 20 characters:)

EG

Expert

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87.2K Messages

Quite welcome !

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