Regular Visitor
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16 Messages
What is a reasonable number of uncorrected errors for a connection?
Started service about 3 months ago. The first 2 months were unremarkable. During the last 3-4 weeks I first noticed the modem reconnecting at about midnight every 2 or 3 days, but not during the day. Then uncorrectables started to climb and the latency increased intermittently somewhat. Two days ago had an online chat with Xfinity support about this. They checked the line remotely and found no problem, then rebooted my modem (event log below).
The drop from the pedestal to the NID on my house is 3 months old. I have a home run from the NID to my modem; RG6 5 yrs old; tests ok by bypassing it and connecting the modem directly to the NID.
The uncorrectables will get into the thousands over the next weeks.
I'd like to know if/how the weather affects the connection. Daily highs are now into the high 80s & 90s, the drop is about 8-10" underground except for the last 3 ft which is exposed. The rest is in conditioned space.
The d/l power levels initially (3 mos ago) were about 4.5-6.5 dBmV, now they are 6-9. SNR has been 40+ since the beginning.
With my prior cable ISP, I experienced -0- uncorrectables.
I'd like to know if/how the weather affects the connection. Is there such thing as an acceptable level/percentage of uncorrectables.
8:30 AM | 20-Jun-24 | 1 days 20h:50m:17s | ||||||
1 days 18h:34m:44s | ||||||||
Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected |
1 | Locked | QAM256 | 20 | 567 | 6.8 | 44.8 | 91 | 422 |
2 | Locked | QAM256 | 13 | 525 | 6.1 | 45 | 94 | 414 |
3 | Locked | QAM256 | 14 | 531 | 6.2 | 44.9 | 109 | 403 |
4 | Locked | QAM256 | 15 | 537 | 6 | 44.7 | 81 | 424 |
5 | Locked | QAM256 | 16 | 543 | 6.5 | 44.9 | 105 | 391 |
6 | Locked | QAM256 | 17 | 549 | 6.5 | 44.8 | 102 | 396 |
7 | Locked | QAM256 | 18 | 555 | 6.3 | 44.8 | 84 | 449 |
8 | Locked | QAM256 | 19 | 561 | 6.6 | 44.9 | 77 | 404 |
9 | Locked | QAM256 | 21 | 573 | 6.8 | 44.8 | 99 | 438 |
10 | Locked | QAM256 | 22 | 579 | 6.8 | 44.9 | 120 | 404 |
11 | Locked | QAM256 | 23 | 585 | 6.8 | 44.8 | 124 | 409 |
12 | Locked | QAM256 | 24 | 591 | 6.8 | 44.9 | 110 | 423 |
13 | Locked | QAM256 | 25 | 597 | 6.8 | 44.8 | 86 | 414 |
14 | Locked | QAM256 | 26 | 603 | 7 | 45.1 | 92 | 417 |
15 | Locked | QAM256 | 27 | 609 | 6.8 | 45 | 111 | 399 |
16 | Locked | QAM256 | 28 | 615 | 6.9 | 44.8 | 81 | 454 |
17 | Locked | QAM256 | 29 | 621 | 6.9 | 44.9 | 86 | 417 |
18 | Locked | QAM256 | 30 | 627 | 7.3 | 45.1 | 75 | 423 |
19 | Locked | QAM256 | 31 | 633 | 7.2 | 45 | 95 | 416 |
20 | Locked | QAM256 | 32 | 639 | 7.1 | 45 | 95 | 407 |
21 | Locked | QAM256 | 33 | 645 | 7.6 | 45.2 | 74 | 422 |
22 | Locked | QAM256 | 34 | 651 | 7.6 | 45.3 | 96 | 393 |
23 | Locked | QAM256 | 35 | 657 | 7.5 | 45.3 | 87 | 398 |
24 | Locked | QAM256 | 36 | 663 | 7.8 | 45.4 | 100 | 415 |
25 | Locked | QAM256 | 37 | 669 | 7.6 | 45.4 | 74 | 450 |
26 | Locked | QAM256 | 38 | 675 | 7.9 | 44.4 | 87 | 409 |
27 | Locked | QAM256 | 39 | 681 | 8 | 45.4 | 93 | 387 |
28 | Locked | QAM256 | 40 | 687 | 7.9 | 45.2 | 85 | 410 |
29 | Locked | QAM256 | 41 | 693 | 8.5 | 45.5 | 77 | 427 |
30 | Locked | QAM256 | 42 | 699 | 9 | 45.7 | 101 | 430 |
31 | Locked | QAM256 | 43 | 705 | 8.9 | 45.6 | 72 | 444 |
32 | Locked | QAM256 | 44 | 711 | 9.1 | 45.2 | 92 | 407 |
33 | Locked | OFDM PLC | 193 | 762 | 11.3 | 45.8 | 17839560 | 0 |
Upstream Bonded Channels | ||||||||
Channel | Lock Status | Channel Type | Channel ID | Symb. Rate (Ksym/sec) | Freq. (MHz) | Pwr (dBmV) | ||
1 | Locked | SC-QAM | 1 | 5120 | 35.6 | 49.3 | ||
2 | Locked | SC-QAM | 2 | 5120 | 29.2 | 49.8 | ||
3 | Locked | SC-QAM | 3 | 5120 | 22.8 | 50 | ||
4 | Locked | SC-QAM | 4 | 5120 | 16.4 | 50.5 | ||
5 | Locked | SC-QAM | 5 | 2560 | 10.4 | 51.3 | ||
6 | Locked | SC-QAM | 6 | 1280 | 39.6 | 46.5 |
XfinityAirelle
Official Employee
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2.1K Messages
5 months ago
Hi there, uhsp001. Thanks for taking the time to create a post letting us know about your connection issues. I know how frustrating that can be. You've reached the right place and our team is happy to help!
Very high and very low temperatures affect both 5G infrastructure and home equipment, like routers. The loss of efficiency results in slower internet speeds. Winds may physically move or misalign antennas, especially if they are not securely mounted.
However, our team is happy to look into this for you, as we want your service running at top tier. Can you share what troubleshooting steps you have taken so far?
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uhsp001
Regular Visitor
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16 Messages
5 months ago
Outside temperatures were in the 70s F until two days ago. Yesterday the day time high 86F. The data suggests that the uncorrectables increase significantly when the outside temperatures are in the the (upper) 80s and above. The temperature in my house where the modem and the wiring is always 73F or lower. Can this complaint be escalated to a technician who has experience with the outside plant equipment like the amplifier in the pedestal?
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EG
Expert
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107.1K Messages
5 months ago
@uhsp001 @XfinityAirelle
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.
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uhsp001
Regular Visitor
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16 Messages
5 months ago
Had an online chat with a tech via direct messaging. According to them the service checked out to my modem; said there no uncorrectables. I asked how they were measuring that and if they could read the connection stats off my modem. I also asked if the xfinity equipment upstream of my modem could be at fault & if the hot weather was a factor. The tech did not answer these questions.
I also asked if the level of uncorrectables, which are not as high as some others have posted here, are normal and within some acceptable limit--is there a spec for this? Again no answer to this question.
Connecting my laptop directly to the modem did eliminate the wifi packet losses, but not the uncorrectables--as expected.
In the meanwhile, the uncorrectables continue to creep back up. I have another tech visit scheduled in 10 days; the forecast is for more very hot weather and time enough to get more observations.
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uhsp001
Regular Visitor
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16 Messages
5 months ago
After 5 days of no increase in uncorrectables I rebooted the modem (and cleared the log). These are the stats after 43 hrs. Outside temperature maximum mid 80s, some rain in the last 24 hrs.
Tue Jul 9 2024
Wed Jul 10 2024
Wed Jul 10 2024
Wed Jul 10 2024
Wed Jul 10 2024
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uhsp001
Regular Visitor
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16 Messages
4 months ago
Two more days since the last reboot and it's now worse than ever. The daytime outside temperatures are going up again; everything else (wiring, etc) is the same.
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uhsp001
Regular Visitor
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16 Messages
4 months ago
Another tech visit 10 days ago, replaced the drop to the house (again) and claimed the problem to be fixed. However, I see no difference. The connection is still intermittently flakey (mostly at night) and the uncorrectables are still spiking after rain and or high temps it seems--error messages do not coincide if occurring at all. Xfinity has not responded to my questions about troubleshooting upstream of my house.
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