R

Visitor

 • 

7 Messages

Sat, Jul 31, 2021 2:29 PM

Upstream Power Low

My upstream power is sub 40 at times and I lose connectivity during the day at times around the same time. This week it was around lunch. I have an arris SB8200.  I had to fight Comcast to send out a tech to check out the lines. Curious what it could be. 

Responses

EG

Expert

 • 

89.2K Messages

2 m ago

Sub 40 is not necessarily low. Exactly how much lower than 40 is it on all channels ? 

Please post all of the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

Official Employee

 • 

310 Messages

2 m ago

Good morning @RSBuser_0c50af and thank you for reaching out to our Digital Care Team regarding your connection concerns. Has a tech been out to check the lines yet? Please let us know as we'd be happy to help assist further. 

EG

Expert

 • 

89.2K Messages

2 m ago

@RSBuser_0c50af 

Have you gotten a chance to look at those signal status figures ?

Visitor

 • 

7 Messages

@EG

notes below and i have a comcast tech coming out this evening.  

Official Employee

 • 

2.7K Messages

We will check in with you later this evening, RSBuser_0c50af to see how the appointment went. Thanks for letting us know! 

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

Visitor

 • 

7 Messages

correction, tech is coming tomorrow afternoon.

Official Employee

 • 

2.7K Messages

Got it. Scratch that, we will be checking in with you here tomorrow then! 

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

Visitor

 • 

7 Messages

2 m ago

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
42 Locked QAM256 393000000 Hz 4.3 dBmV 42.2 dB 8748033 1559280
1 Locked QAM256 477000000 Hz 2.8 dBmV 41.1 dB 35801 39856
2 Locked QAM256 483000000 Hz 2.9 dBmV 41.0 dB 504516 135487
3 Locked QAM256 489000000 Hz 4.0 dBmV 41.5 dB 404866 47295
4 Locked QAM256 495000000 Hz 3.7 dBmV 41.0 dB 6419621 964796
5 Locked QAM256 507000000 Hz 2.5 dBmV 40.4 dB 26376068 7387841
6 Locked QAM256 513000000 Hz 3.2 dBmV 40.9 dB 29219047 16089607
7 Locked QAM256 519000000 Hz 3.2 dBmV 41.0 dB 38522918 13078405
8 Locked QAM256 525000000 Hz 3.7 dBmV 41.2 dB 32768608 12130155
9 Locked QAM256 531000000 Hz 3.1 dBmV 41.0 dB 26424834 3862733
10 Locked QAM256 537000000 Hz 3.1 dBmV 40.9 dB 33209556 7545197
11 Locked QAM256 543000000 Hz 3.0 dBmV 40.9 dB 34830571 8830319
12 Locked QAM256 549000000 Hz 3.4 dBmV 41.2 dB 35780376 12656956
13 Locked QAM256 555000000 Hz 3.1 dBmV 40.9 dB 22432222 7016000
14 Locked QAM256 561000000 Hz 3.6 dBmV 41.2 dB 18022674 5540765
15 Locked QAM256 567000000 Hz 3.3 dBmV 41.1 dB 17799319 5139604
16 Locked QAM256 573000000 Hz 3.5 dBmV 41.1 dB 20851592 4946321
17 Locked QAM256 579000000 Hz 3.5 dBmV 41.2 dB 22163387 4753762
18 Locked QAM256 585000000 Hz 3.8 dBmV 41.5 dB 13240938 3833909
19 Locked QAM256 591000000 Hz 3.5 dBmV 41.3 dB 17379786 4165538
33 Locked QAM256 453000000 Hz 2.8 dBmV 41.8 dB 1126874 323923
34 Locked QAM256 459000000 Hz 2.8 dBmV 41.7 dB 944792 355244
35 Locked QAM256 465000000 Hz 3.0 dBmV 41.6 dB 921134 526946
36 Locked QAM256 471000000 Hz 2.7 dBmV 41.3 dB 2262555 1231566
37 Locked Other 690000000 Hz 1.0 dBmV 35.5 dB 2130310080 84199233
38 Not Locked QAM256 0 Hz 0.0 dBmV 42.3 dB 5005458 1730512
39 Locked QAM256 417000000 Hz 3.8 dBmV 42.1 dB 6779726 2152271
40 Locked QAM256 423000000 Hz 3.5 dBmV 42.2 dB 6552099 1363977
41 Locked QAM256 429000000 Hz 3.7 dBmV 41.9 dB 6128698 917127
43 Locked QAM256 435000000 Hz 3.4 dBmV 42.4 dB 5330959 896446
44 Locked QAM256 399000000 Hz 4.4 dBmV 42.3 dB 6979271 3825223
45 Locked QAM256 405000000 Hz 4.3 dBmV 42.3 dB 6866083 2351394

Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 40.0 dBmV
2 2 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 41.0 dBmV
3 3 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 40.0 dBmV
4 4 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 41.0 dBmV
5 5 Locked SC-QAM Upstream 39600000 Hz 1600000 Hz 41.0 dBmV
EG

Expert

 • 

89.2K Messages

@RSBuser_0c50af

Your signal stats were all fine / well within specs at that snapshot in time.

Are there any error log entries being shown ? If so, please post them as well in their entirety but redact the CM and the CMTS MAC addresses for your privacy.

(edited)

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

Visitor

 • 

7 Messages

i'm not seeing any information in the Event Logs

EG

Expert

 • 

89.2K Messages

@RSBuser_0c50af

Hmmmm...... Those losses of connectivity should be being recorded if these are sync losses to the Comcast system.

Well your modem is showing a large number of uncorrectable bit errors, so something must be going on with the connection quality. Good luck with the tech visit ! Please post back with how things turn out.

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

Visitor

 • 

7 Messages

tech visited and replaced something in the box at the street but also said he thinks there are issues within the area but couldn't pinpoint it. internet went down the next day again. so far today (saturday) no issues. i hope they continue to investigate.  

Official Employee

 • 

131 Messages

@RSBuser_0c50af I am happy to hear that there were no issues on Saturday for you. I would gladly take a deeper dive into this further with you, and check for our next steps in your area. To do so, please send us a direct message with your full name and address to locate your account. 

 

• Click "Sign In" if necessary

 

• Click the "Direct Messaging" icon or https://comca.st/3fOowSB

 

 • Click the "New message" (pencil and paper) icon

 

  • The "To:" line prompts you to "Type the name of a person", but don't do that.

 

      Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.

 

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

 

  • Type your message in the text area near the bottom of the window

 

  • Press Enter or tap the > icon to send it

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

New to the Community?

Start Here