Contributor
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25 Messages
Uncorrected codewords, T3/T4 timeouts, MDD message timeouts
We have been experiencing intermittent internet issues for days now. We see millions of uncorrected codewords. We have been advised to buy a new modem. However, comcast then called, told me that they fixed a headend in our area (never coming to the house), and the problem completely went away for about 8 hours. Now, it has started again just as before. The agents on the phone tell me that it must be my modem again and that I need to get a new one (again). I have a housecall scheduled. Is there any way to get this escalated to a technician who can see what was done yesterday to fix the issue off-site. That seems to be the key issue because it fixed the problem for 8 hours (with not a single uncorrected codeword).
Accepted Solution
BruceW
Gold Problem Solver
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26.1K Messages
1 year ago
It's possible that the modem is bad, but errors like this are much more often due to problems with the connection between the modem and Comcast's network or, less often, problems further upstream.
Could you post a text version of the data in the image? It isn't quite clear enough to be readable. It looks like downstream power levels are OK, but some of the SNR values are out of spec (less than 35 dB). It would also help to know:
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If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If the tech who works on the problem finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
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Accepted Solution
user_c0244c
Contributor
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25 Messages
1 year ago
This issue finally got resolved. A line maintenance team was called by the second premise tech. The line maintenance team identified two bad amplifiers, one had to be swapped out two blocks away and my local one had to be trimmed a bit. Everything seems right now with better powers and Snr.
Xfinity makes it very hard to get the right people's attention.
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user_c0244c
Contributor
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25 Messages
1 year ago
The log above was reset at 5pm last night so this is about 12 hours of recording.
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BruceW
Gold Problem Solver
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26.1K Messages
1 year ago
Much better, thank you. As stated, some of the SNR values are out of spec (too low), and the values are scattered in an odd way. The upstream power levels are also borderline (too high). And the error counts are, as you noted, extremely high for just a few hours of operation. Having a Comcast premise tech to attempt to straighten this out is probably the way to go. Please let us know how things turn out, and good luck!
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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