uncorrectable/correctable codewords and coax issues

@user_323c89​ 

i have the newest xfinity modem. Tests are done over both wifi and ethernet (cat6). Speed tests from the app can range anywhere between 12% of speed to 120% of speed, with latencey averaging from testing for the last 3 weeks at about 200-300 s up and down. Router has to be rebooted once every other day. It is only the internet and there is no splitters straight from the box into the house. The question about my own router,…i have a seperate one in the house but that is not where the testing is being done. Also we have power spikes over rhe line

Like I said a tech is going to check the signal at each of those three locations. They will run a speed test, using their testing meter/equipment at each of those locations. If they see no issues, then it’s difficult to do anything about it. If you continue to have issues, get another tech out there. Just make sure that nothing can be blamed on your devices, wiring inside your home, or your equipment, or they’ll hit you with a $100 service visit fee. 

Xfinity will do nothing about your WiFi issues, unless the XB8 is causing them. Your devices, and your own router, are totally on you. That’s why I asked about the personal router, because if you try to get them to look at your WiFi, or anything to do with your router, they’ll simply blame your devices and your personal router. 

The only real speed test you can do, about which they’ll care, is testing connected with that Cat6 Ethernet cable (so long as it’s a high quality one) directly from a device with a 2.5Gbe (or greater) network adapter, a device that can handle those speeds, and that cable plugged into port 4 (the one with the red line above it) on the XB8. This would apply for any speed plan over 800Mbps. That being said, if the tech comes out and can get 2.5Gbps out of port 4 on the XB8, they’ll 100% blame it on your equipment. 

Your Xfinity speed plan only guarantees speeds up to your plan speed, over Ethernet. I recommend you only focus on that, when dealing with support. 

I hope you get it figured out. 

Hello @Netjay, Thanks for taking time to post your concerns to our Community Forum. I hope you're having a smooth day other than your concerns with your connection. As someone who works from home, I know how important a steady connection is.

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.

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@user_323c89​ so the tech that did come out saw multiple issues and spikes. They hooked the modem, to the coax and ran all their tests and said they think there could be issues with the tap at the line, especially with the high dbmv spikes coming actoss their own modem,….i have nothing to do with that. Also he hooked up to both his cable and mine and was still getting Latency of over 500ms on both upstream and down. As a network security person myself i find it highly unlikely they don't or cant see the huge power spikes and latency issues. The texh came out ran their own cable from the box, changed out the modem, the wall plate has been changed, all internal cable,…..and the same thing (power spikes, errors across the line). The inly thing that wasnt replaced was cable from the box to the pole and the tap at the pole. Im still getting sustained latency spikes of upwards 2000ms. Talked to “support” AGAIN today for them to run their “advanced” checks and they said there is an issue that needs a tech to come out. Again!!!! And assured to me they would permanently resolve the issue. This will be the 3 tech to look at this issue in weeks and every time i get told this time will be different we will fix the issue to no issues or latency issue fixed. It really just irritating paying for a service i cannot fully utilize. And if since this is the only high speed internet in my area im kinda SOL 

In your original post, you said the tech found zero issues. That’s upon which I based my response. If the tech did indeed find multiple issues, that were unresolved, it should have been reported and included in the trouble ticket. The support staff on here will have access to that. Just ensure you give them all relevant info.