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Do I need a Tech or ???

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Regular Visitor

Do I need a Tech or ???

This past Friday, I woke to no internet.  After a dozen or so restarts, it was good again.  This morning, I woke to very slow internet (Speedtest says 1Mbps).  I have removed the splitter that came from the street into the house, so the only device connected it the cable modem, just to eliminate anything inside (we dont use the cable boxes anymore anyway).  Just wondering if there is anything else I can do or if i need to get a tech out.

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Grand Blanc, Michigan.

 

Thanks in advance for any insights/help,

-rich

 

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Expert

Re: Do I need a Tech or ???

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.

Or copy all of the text of the status page and paste it into the body of your next post here.



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Regular Visitor

Re: Do I need a Tech or ???

Sorry, I see the images didnt post.  From my Arris 8200, I am seeing this on the status page and am bothered by channel id 38 being 0Hz and not locked.  What, if any, troubleshooting should I be doing?  I have removed the 2-way splitter from the street that went to the modem and then off to the cable boxes.  I have also disconnected/cleaned/reconnected the barrel connector on the side of the house going from the pedistal to the house.

Channel IDLock StatusModulationFrequencyPowerSNR/MERCorrectedUncorrectables
5LockedQAM256507000000 Hz0.5 dBmV34.1 dB00
1LockedQAM256477000000 Hz0.2 dBmV34.8 dB00
2LockedQAM256483000000 Hz0.2 dBmV35.0 dB00
3LockedQAM256489000000 Hz0.2 dBmV34.9 dB00
4LockedQAM256495000000 Hz-0.6 dBmV34.2 dB00
6LockedQAM256513000000 Hz-0.1 dBmV34.1 dB50
7LockedQAM256519000000 Hz0.1 dBmV34.1 dB70
8LockedQAM256525000000 Hz0.2 dBmV34.0 dB00
9LockedQAM256531000000 Hz-0.6 dBmV34.0 dB00
10LockedQAM256537000000 Hz-0.6 dBmV33.8 dB100
11LockedQAM256543000000 Hz-0.5 dBmV33.8 dB40
12LockedQAM256549000000 Hz-0.9 dBmV33.6 dB200
13LockedQAM256555000000 Hz-1.1 dBmV33.4 dB850
14LockedQAM256561000000 Hz-1.3 dBmV33.2 dB1040
15LockedQAM256567000000 Hz-1.8 dBmV33.4 dB2590
16LockedQAM256573000000 Hz-1.6 dBmV33.2 dB4000
17LockedQAM256579000000 Hz-1.8 dBmV33.2 dB10340
18LockedQAM256585000000 Hz-2.3 dBmV33.0 dB23820
19LockedQAM256591000000 Hz-2.4 dBmV33.1 dB52730
33LockedQAM256453000000 Hz1.3 dBmV35.1 dB00
34LockedQAM256459000000 Hz0.4 dBmV34.8 dB00
35LockedQAM256465000000 Hz0.5 dBmV35.0 dB00
36LockedQAM256471000000 Hz0.7 dBmV35.1 dB00
37LockedOther690000000 Hz-4.9 dBmV24.0 dB36327860013225510
38Not LockedQAM2560 Hz0.0 dBmV35.6 dB00
39LockedQAM256429000000 Hz1.4 dBmV35.1 dB00
40LockedQAM256435000000 Hz1.6 dBmV35.1 dB00
41LockedQAM256441000000 Hz0.9 dBmV35.2 dB00
42LockedQAM256447000000 Hz1.1 dBmV36.1 dB00
43LockedQAM256405000000 Hz2.0 dBmV35.8 dB00
44LockedQAM256411000000 Hz1.9 dBmV36.1 dB00
45LockedQAM256417000000 Hz1.7 dBmV35.5 dB00

 

The event log has this:

Date Time Event ID Event Level Description

10/13/2020 09:34740101006"CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=90:9d:7d:2e:99:15;CMTS-MAC=00:01:5c:a8:ce:65;CM-QOS=1.1;CM-VER=3.1;"
10/13/2020 09:34670616006"DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=90:9d:7d:2e:99:15;CMTS-MAC=00:01:5c:a8:ce:65;CM-QOS=1.1;CM-VER=3.1;"

 

again, thanks for any insights,

-rich

 

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Expert

Re: Do I need a Tech or ???

Many of the downstream channel SNR's are too low / out of spec.

 

If none of the below tips apply, it would be best to get a tech out to investigate and correct this one;

 

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct. 

Good luck with it !



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Re: Do I need a Tech or ???

EG, 

 

Thank you for the reply.  I have done all of the troubleshooting you mention before I posted, so I will need to get a technician.  Can you suggest the quickest way to get one out?  I loathe the call to xfinity that will take +/- an hour to get to the point where they agree to send a tech out.

 

thanks again,

-rich

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Expert

Re: Do I need a Tech or ???

You could try their chat feature.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Was your question answered? Mark the post as Best Answer!