Visitor
•
2 Messages
Uncorrectable Codewords / Upstream & Downstream Channel Bonding Values
Hello,
My internet has been dropping and coming back on for the past year or so, and it seems as though it is getting worse. Initially this started when the main coaxial cable was accidentally cut. Since then, we've had three technicians come out, but the problem still persists. We are down to only one coaxial cable/port, with a single splitter on it to connect the Xfinity cable box, and the Xfinity modem. We have moved the location of the modem/cable box once already, between two different locations in the house and it hasn't made a difference. One technician recommended a Google Nest to help the Wi-Fi signal in dead spots of the house, but the issue seems to be the signal the modem is receiving itself. The internet will drop at random hours throughout the day, and come back on within a 2-5 minute window, yet the cable television seems to be unphased.
Ideally, I'd love to have a second coaxial port so I can have ethernet near my computer, but if that is not possible with splitting the signal strength, does Xfinity install ethernet cables?
I imagine the technicians tested the cables before installation, but I'm not exactly sure. Based off of the upstream and downstream values, do you think this could be a wiring issue with the already installed coaxial cables in the house, or an issue with the signal strength coming into the house from the utilities?
Any advice will be greatly appreciated, thanks!
|
Downstream
|
Channel Bonding Value | ||||||||||||||||||||||||||||||||
| Channel ID |
44
|
17
|
18
|
19
|
20
|
21
|
22
|
23
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
48
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
||||||||||||||||||||||||
| Frequency |
645 MHz
|
477 MHz
|
483 MHz
|
489 MHz
|
495 MHz
|
507 MHz
|
513 MHz
|
519 MHz
|
722000000
|
||||||||||||||||||||||||
| SNR |
42.5 dB
|
43.8 dB
|
43.7 dB
|
43.8 dB
|
43.6 dB
|
43.5 dB
|
43.4 dB
|
43.4 dB
|
40.4 dB
|
||||||||||||||||||||||||
| Power Level |
0.6 dBmV
|
2.8 dBmV
|
2.9 dBmV
|
2.8 dBmV
|
2.2 dBmV
|
1.7 dBmV
|
1.2 dBmV
|
1.3 dBmV
|
-2.1 dBmV
|
||||||||||||||||||||||||
| Modulation |
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
|||||||||||||||||||||||||
|
Upstream
|
Channel Bonding Value | ||||||
| Channel ID |
1
|
2
|
0
|
0
|
0
|
0
|
|
|---|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
|||||
| Frequency |
10 MHz
|
16 MHz
|
|||||
| Symbol Rate |
2560
|
5120
|
|||||
| Power Level |
40.0 dBmV
|
41.8 dBmV
|
|||||
| Modulation |
QAM
|
QAM
|
|||||
| Channel Type |
ATDMA
|
ATDMA
|
|||||
| CM Error Codewords | ||||||||||||||||||||||||||||||||
| Channel ID |
44
|
17
|
18
|
19
|
20
|
21
|
22
|
23
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Unerrored Codewords |
1550429664
|
155328428
|
171610652
|
171607087
|
171641797
|
171657537
|
171667160
|
171675282
|
171685434
|
3258228360
|
3258239081
|
3258247742
|
3258258335
|
3258266664
|
2603682175
|
2603691726
|
2603702277
|
2603711145
|
2603720506
|
2603729883
|
2603740096
|
2603749413
|
2603759476
|
2603768078
|
2603778895
|
2603812470
|
2603797155
|
2603824778
|
2603846849
|
2603830809
|
2603837244
|
1550429664
|
| Correctable Codewords |
1547174049
|
349
|
549
|
0
|
690
|
0
|
624
|
551
|
472
|
442
|
482
|
440
|
426
|
366
|
394
|
474
|
431
|
415
|
596
|
585
|
619
|
572
|
534
|
631
|
0
|
14117
|
708
|
614
|
634
|
660
|
525
|
1547174049
|
| Uncorrectable Codewords |
174487
|
798
|
1320
|
1679
|
2034
|
2096
|
1601
|
1385
|
1262
|
1205
|
1176
|
1099
|
1062
|
1063
|
1122
|
1082
|
1078
|
1016
|
1129
|
1195
|
1174
|
1080
|
961
|
1089
|
1139
|
35581
|
1339
|
1108
|
1139
|
1317
|
1259
|
174487
|
XfinityChelseaB
Official Employee
•
2.1K Messages
3 months ago
Hello @CatchMySpindrift, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
0
EG
Expert
•
114.8K Messages
3 months ago
@CatchMySpindrift @XfinityChelseaB
Please circle back here and post any possible solutions for the issue here in these open public 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.
0
CatchMySpindrift
Visitor
•
2 Messages
3 days ago
**UPDATE**
Since the original posting nothing has been resolved whatsoever. We had a technician come out, scheduled for 12-3pm so that i would be avaiable... the technician did not show until 4 pm. He explained to us that he was pulled outside from another zone he usually works in, after we had complained that a service technician had no arrived within the estimated time frame; not the worst but still annoying.
The technician ran a few network tests and found that there was a frequency / signal that was not preforming well and that it would constantly cut in and out. He stated that it was due to a damaged line going from the house to and Xfinity cable box... "sweet I'm not crazy," or so I thought...
We were told that a crew would come to replace the xfinity cable from their box to our home in roughly three weeks... three weeks passed and we did not receive any form of an appointment scheduling nor confirmation.
Three weeks and a day later from the last technician's visting, we phoned Xfinity AGAIN to complain about the lack of customer support, and our need for a service we pay 300+ a month for our internet TO ACTUALLY WORK. Within that same week, they sent another technician out to "inspect the site" and all we got was a "yeah this cable needs to be replaced."
That same technician mentioned this same issue is happening across the entire neighborhood. So I opened NextDoor for further investigation, and almost 40+ people are experiencing the same exact issue that we are... unstable internet, constant throttling and outages, ZERO stable connection.
Believe it or not my T-Mobile mobile hotspot, when placed in the basement, runs a stronger, more reliable internet than cable internet.
If you live in <Edited: Personal Information and Soliciting> Their customer service is terrible; it is incredibly difficult to schedule a technician visit, and when they do come, they don't fix the problem.
Through the four technicians that have come out to investigate and or fix our connection, none of them have made a difference...
The first one just moved the router to a new location.
The second one said it was because we had two coax ports open, with one of them going to a splitter between a cable box and the router.
The third one, with all splitters removed except the necessary ones, finally admitted there was an issue with a signal from the cable box, not with the coax wiring in our home.
The fourth one, admitted there was an issue within our entire neighborhood, but did not elaborate, nor expand upon possible solutions to this issue.
We are currently searching for a 5g provider since fiber is not currently offered in our neighborhood. We are between Starlink, and T-Mobile as potential providers, as they at least have stable internet...
300+ a month is a joke when you can't even use the internet in the evening.
(edited)
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