Community Forum

High uncorrectables after underground drop and inside line replaced, modem signals OK

Highlighted
Contributor

High uncorrectables after underground drop and inside line replaced, modem signals OK

I'm seeing lots of uncorrectable errors in my modem after Comcast replaced the underground drop from my tap to my ground block.  I was experiencing complete outages a month ago and a service tech identified the underground drop had failed.  I had my electrician upgrade the inside line from the ground block to my 2-way splitter from RG59 to RG6 Quad also.  I've been seeing high uncorrectables ever since.  I called Comcast to escalate the problem last week and had a supposedly higher level Comcast tech take a look at my new lines this past Monday.  All he did was change the connectors on both ends of the new inside line.  This didn't make a difference.  He basically claimed everything was 'Green' on his Comcast phone app.  He didn't test my inside line after changing the connectors.  When I questioned him about this his responses were "you shouldn't expect signals to be perfect", "you'll always have noise" and "you have better signals than I have at home".  He totally ignored me when I showed him the modem levels and uncorrectable counts.  He kept referring to everything being 'Green' on his Comcast phone app.  At this point, I escorted him to the door and he left.  I never had uncorrectables before the underground drop was replaced.  My signal levels are similar to what they were before the lines were replaced.  The distance from the tap to my main splitter is literally 12 feet.  I don't understand why this is so hard to fix.  I've already escalated this problem with no resolution.  I'm at a loss as to where to go next with this.  I will be working from home the rest of the year and I need rock solid service.

 

My modem is a DPC3941T rental modem.  Signals are posted below.  Last reboot was 6 days ago.

 

Can I get some help here from a Comcast expert?  Please advise.  Thanks!

 

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
543 MHz
441 MHz
453 MHz
459 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
501 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
SNR
40.946 dB
40.366 dB
40.366 dB
40.946 dB
40.366 dB
40.946 dB
40.946 dB
40.946 dB
40.366 dB
40.366 dB
40.366 dB
40.366 dB
40.366 dB
40.946 dB
40.366 dB
40.946 dB
40.366 dB
40.946 dB
40.946 dB
40.946 dB
40.366 dB
40.946 dB
40.946 dB
40.366 dB
Power Level
5.900 dBmV
4.700 dBmV
3.600 dBmV
3.700 dBmV
4.100 dBmV
4.400 dBmV
4.700 dBmV
5.100 dBmV
4.800 dBmV
4.600 dBmV
4.900 dBmV
4.900 dBmV
5.700 dBmV
5.900 dBmV
5.700 dBmV
5.900 dBmV
5.700 dBmV
6.700 dBmV
6.800 dBmV
6.400 dBmV
6.000 dBmV
6.300 dBmV
6.700 dBmV
7.100 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
17 MHz
23 MHz
30 MHz
36 MHz
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
46.500 dBmV
46.750 dBmV
46.750 dBmV
46.750 dBmV
Modulation
64 QAM
64 QAM
64 QAM
64 QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
Unerrored Codewords
3747989363
3733210166
3733291243
3746431803
3746387334
3746445361
3746473261
3746401638
3746432079
3746468792
3746437777
3746444699
3746440750
3746430899
3746481108
3746505189
3746433840
3746415217
3746509711
3746512160
3746453177
3746474906
3746485377
3746452637
Correctable Codewords
26141
31704
21342
27348
33779
28518
21923
33416
28344
24994
29696
27411
28655
27842
21777
19857
29037
25606
20197
19461
27064
24458
21183
24872
Uncorrectable Codewords
176201
197539
119291
159157
201187
155522
134995
199649
171873
143509
170752
168719
170440
184232
143298
121266
183617
159199
121687
120925
168900
143707
138387
167595
Highlighted
Expert

Re: High uncorrectables after underground drop and inside line replaced, modem signals OK

The signal stats are good. Are you actually having any connection issues or are you just focusing on the error numbers ?



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? Mark the post as Best Answer!
Highlighted
Contributor

Re: High uncorrectables after underground drop and inside line replaced, modem signals OK

I'm having issues this morning streaming video on LiveStream - constant black screens during playback. 

 

I was seeing zero uncorrectable before the underground drop was replaced.  

 

My next step is to bypass the underground line with another RG6 cable.  This is how Comcast temporarily fixed the bad line before it was replaced.

Highlighted
Expert

Re: High uncorrectables after underground drop and inside line replaced, modem signals OK


@Agrfan wrote:

I'm having issues this morning streaming video on LiveStream - constant black screens during playback. 


Is this with a WiFi connection ?



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? Mark the post as Best Answer!
Highlighted
Contributor

Re: High uncorrectables after underground drop and inside line replaced, modem signals OK

Wired.  Speedtests are good.  I'm getting 200/6 with no problems.

 

Could the issue be with the modem?  I was going to recycle it today.

Highlighted
Contributor

Re: High uncorrectables after underground drop and inside line replaced, modem signals OK

50% more uncorrectables this morning.  Not good.  Will recycle modem and call Comcast later today to escalate this again.

 

CM Error Codewords
Unerrored Codewords
1729076932
1650278413
1650410723
1663002771
1663003758
1663015533
1663373313
1663004897
1662989840
1663369968
1662983863
1662983647
1662979263
1663025519
1663014126
1663370839
1663011229
1663009700
1663374216
1663378189
1727337766
1727364404
1727364907
1727511466
Correctable Codewords
37977
46305
31873
39737
48559
40471
32485
47951
41010
35530
44291
38501
40196
41279
32376
29603
40685
35319
27966
26666
38806
33999
30363
35018
Uncorrectable Codewords
258137
300663
173388
235047
291690
223478
199816
293422
246232
203007
252825
243256
237835
256867
210261
181372
262265
225114
169970
168256
245473
208130
197450
233113
Highlighted
Contributor

Re: High uncorrectables after underground drop and inside line replaced, modem signals OK

Recycled modem.  Still getting uncorrectables.  Just discovered Xfinity Stream is buffering and unusable.  Will escalate with Comcast today.  My understanding is I have 30 days until the underground cable line request is fully closed.

 

This is really ridiculous, starting to consider switching ISPs.

 

CM Error Codewords
Unerrored Codewords
48047155
44538423
44454408
44438112
44420240
44490921
44407961
44373681
44347649
44344976
44470918
44325811
44289584
44290006
44245552
44223902
44203806
44196345
44155165
44124460
44109646
44088712
44074859
44065309
Correctable Codewords
508
258
182
251
420
268
157
247
179
168
227
245
649
341
335
365
389
247
242
255
311
589
123
277
Uncorrectable Codewords
4075
1182
193
1320
2302
1288
183
1234
1204
176
1222
1179
868
2321
2269
1066
2034
1107
962
1090
2110
2912
154
1985
Highlighted
Contributor

Re: High uncorrectables after underground drop and inside line replaced, modem signals OK

I escalated this issue yesterday to Comcast through technical support.  I was supposed to get a call back from a Supervior by 4pm EST.  Almost a day later and I'm still waiting.

 

Supervior call-back request number is '051289737'.  

 

I'm experiencing disconnects today that are impacting my ability to work from home.

 

Can a Comcast moderator please get back to me with next steps to get this issue properly escalated?  I'd like to avoid calling 1-800-COMCAST again and starting the process all over again.

 

Thanks.

Highlighted
Official Employee

Re: High uncorrectables after underground drop and inside line replaced, modem signals OK

Greetings, @Agrfan! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issues you are running into with your internet services. I work from home myself and understand the importance of having a reliable connection! I would like to have a look at this and see what we can do for you. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!