Community Forum

How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

Contributor

How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

I'm a brand new Comcast/Xfinity user and I got my internet (300Mbps) installed 10 days ago. Since the beginning I've noticed some intermitent and random packet loss (1% - 2%). I changed the modem 3 times and all 4 modems showed the same CM Errors with Uncorrectable Codewords in all columns.

I connected the modem to the grey box, outside of my house, and I noticed the errors are also happening when I plug it over there, so it doesn't seem to be related to my internal cabling.

I've opened a dozen of tickets with Comcast and a techinician came to my house, but he didn't have the tools nor the knowledge to do anything. He simply left, leving all my wires and cables exposed to the weather, and with the modem connected to the grey box.

I think it is an easy thing over the "last mile" but it seems nobody from Comcast is really trying to help me get it fixed.

Is there anybody from Comcast here that could help me with this issue?

Highlighted
Contributor

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

Here you are the data from my XB6 modem:

 

Downstream

                                                                 
Index

9

6

7

8

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

34

35

36

37

 
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

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Frequency

543 MHz

525 MHz

531 MHz

537 MHz

555 MHz

561 MHz

567 MHz

573 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

627 MHz

633 MHz

639 MHz

645 MHz

651 MHz

657 MHz

663 MHz

669 MHz

675 MHz

681 MHz

687 MHz

762 MHz

693 MHz

699 MHz

705 MHz

711 MHz

659600000

SNR

40.4 dB

40.0 dB

39.7 dB

40.7 dB

39.6 dB

40.1 dB

40.3 dB

38.1 dB

41.2 dB

40.8 dB

40.6 dB

40.7 dB

41.0 dB

40.4 dB

40.7 dB

40.6 dB

40.0 dB

40.5 dB

40.3 dB

38.4 dB

40.6 dB

39.8 dB

39.3 dB

39.3 dB

40.5 dB

39.6 dB

39.9 dB

39.1 dB

40.4 dB

39.5 dB

38.9 dB

38.5 dB

NA

Power Level

-1.2 dBmV

-2.2 dBmV

-2.0 dBmV

0.2 dBmV

-2.9 dBmV

-2.8 dBmV

-2.5 dBmV

-1.0 dBmV

0.4 dBmV

0.1 dBmV

-2.1 dBmV

-1.7 dBmV

0.9 dBmV

0.2 dBmV

0.4 dBmV

0.4 dBmV

-2.0 dBmV

-2.0 dBmV

-1.8 dBmV

-1.8 dBmV

-1.8 dBmV

-3.4 dBmV

-4.1 dBmV

-2.6 dBmV

-1.7 dBmV

-2.0 dBmV

-2.8 dBmV

-5.2 dBmV

-3.2 dBmV

-4.6 dBmV

-5.3 dBmV

-4.5 dBmV

NA

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

256 QAM

256 QAM

256 QAM

OFDM

256 QAM

256 QAM

256 QAM

256 QAM

OFDM

                                                                   

Upstream

                                                                 
Index

1

2

3

4

                                                         
Lock Status

Locked

Locked

Locked

Locked

                                                         
Frequency

35 MHz

29 MHz

23 MHz

16 MHz

                                                         
Symbol Rate

5120

5120

5120

5120

                                                         
Power Level

43.3 dBmV

43.5 dBmV

43.8 dBmV

42.5 dBmV

                                                         
Modulation

QAM

QAM

QAM

QAM

                                                         
Channel Type

ATDMA

ATDMA

ATDMA

ATDMA

                                                         
                                                                   

CM Error Codewords

                                                                 
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

25

26

27

28

29

30

31

32

 
Unerrored Codewords

129741384

129677779

129683737

129688132

129690008

129693662

129698301

129703047

129709181

129713324

129718688

129722873

129725898

129730171

129734808

129738059

129741000

129744988

129745882

129749890

129752246

129754279

129754522

129757195

129758848

129752495

129749240

8564857

129742276

129741795

129741245

129741384

 
Correctable Codewords

41023

9617

9066

9668

10891

11734

11823

12148

11845

12471

12662

13235

14057

14441

14776

14986

16891

17598

18918

19678

20857

22613

25496

26216

27899

28801

31647

1071287

33712

36697

39313

41023

 
Uncorrectable Codewords

32337

5493

6312

6447

7501

7778

8188

8278

8358

8656

9234

9098

9566

10217

10441

11009

11824

12640

13851

14824

15697

17110

19098

20230

21858

22928

25251

0

26109

28413

31349

32337

 
Highlighted
Expert

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

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

What is the exact make and model number of the modem ?

Is this 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: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

 


@EG wrote:

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

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

What is the exact make and model number of the modem ?

Is this a WiFi connection ?


Hi @EG , I included the power levels and SNR info in my first reply. Here you are the details of my modem:

 

HW Version:2.2

Vendor:Technicolor

BOOT Version:S1TC-3.49.18.14

Core Version:1.0

Model:CGM4140COM

Product Type:XB6

Flash Part:8192 MB

Download Version:Prod_18.1_d31 & Prod_18.1

 

I'm getting those errors in both cases, even if I disable wifi and only work using the ethernet cable.

 

Thanks,

Luiz

Highlighted
Expert

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

Sorry, my bad. The stats are o/k. See if you can get the RF error log entries and post them too please.



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: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

I can only see System, Event or Firewall logs. This is the System Logs since the last reboot:

 

System Logs    
All logs for Today    
GUI: User:admin login 11/19/2019 14:33 Notice
GUI: User:admin logout 11/19/2019 14:28 Notice
[IGD][10025]: Delete Port mapping (null):36395 11/19/2019 14:16 Notice
IGD[10025]: igd.info IGD_pii_del_portmapping_entry: remote-host (null), ext_port 36395, protocol UDP 11/19/2019 14:16 Notice
[IGD][10025]: Add Port mapping :36395 to 10.0.0.163:36395 11/19/2019 14:15 Notice
IGD[10025]: igd.info IGD_pii_add_portmapping_entry: desc WhatsApp (1574190899) (), ext_port 36395, int_port 36395 11/19/2019 14:15 Notice
GUI: User:admin login 11/19/2019 14:11 Notice
GUI: User:admin logout 11/19/2019 13:56 Notice
[IGD][10025]: Add Port mapping :49525 to 10.0.0.236:49525 11/19/2019 13:45 Notice
IGD[10025]: igd.info IGD_pii_add_portmapping_entry: desc Teredo 10.0.0.236:49525->49525 UDP, ext_port 49525, int_port 49525 11/19/2019 13:45 Notice
GUI: User:admin login 11/19/2019 13:39 Notice
GUI: User:admin logout 11/19/2019 13:36 Notice
GUI: User:admin login 11/19/2019 12:53 Notice
Highlighted
Expert

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

The router component logs are not helpful, sorry. Yep, we've seen many posts here recently indicating that they have now blocked the end user from accessing the error logs in the Comcast supplied gateway devices. A BIG mistake in my opinion......



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
Expert

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?


@LuizAlexandre wrote:

I'm getting those errors in both cases, even if I disable wifi and only work using the ethernet cable.


O/k but are you getting packet loss via hardline ethernet ?



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: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

Since that's intermitent and I changed the modem 3 times already,  I'll work hardwired tomorrow to validate that's still happening.

I'll post an update tomorrow.

Highlighted
Contributor

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

I've tested internet connectivity this morning and I did not miss any "ping" packets while connected via wireless or wired, but my CM errors are still piling up:

 

CM Error Codewords

                                                               
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

25

26

27

28

29

30

31

32

Unerrored Codewords

4020924988

4023106335

4023030075

4022990056

4022826309

4022799098

4022785301

4022794968

4022790033

4022773107

4022727686

4022681407

4022655799

4022610742

4022553746

4022499611

4022390197

4022306239

4022216140

4022122979

4022022301

4021905841

4021783980

4021728565

4021613416

4021538057

4021402659

601993134

4021302061

4021151652

4021004116

4020924988

Correctable Codewords

1397702

553294

580428

593651

657425

667036

676404

671482

672856

679465

702511

723220

730743

749328

771900

787584

834981

868115

898634

934160

973910

1026920

1079709

1086947

1139066

1153714

1208323

36773924

1247911

1317106

1376695

1397702

Uncorrectable Codewords

2304959

850453

904351

936423

1039345

1061897

1072269

1072666

1088807

1102634

1131541

1161924

1183051

1216226

1255418

1296960

1366097

1421331

1486117

1547833

1614216

1681894

1756046

1808898

1875936

1934385

2015871

57

2066356

2153594

2247925

2304959

Highlighted
Contributor

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

Hi @EG , is there anything I can/should do to eliminate the CM Errors?

Highlighted
Expert

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

Well there will always be a certain amount of errors accumulating, it's how rapidly that there are (or are not) building up that matters. And depending on the total amount of uptime of the modem from the last re-boot / reset operation, If you compare the ratio of uncorrectable codewords to the un-errored codewords, there really may not be all that many considering. The bottom line is if you are actually having any noticeable connection / speed / performance problems.



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: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

Got it .... I'll keep an eye on it and get back here if I see anything impacting my connectivity or performance.

Thanks !!!

Luiz

Highlighted
Expert

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

Re-boot / power cycle the modem to start from scratch in order to be able to judge how fast that they are accumulating.



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: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

Hi EG,

 

The issue is a lot worse over the past months and I'm now being disconnected from the internet several times a day. The connection is restablished in a matter of a minute, or sometimes around 30 seconds.

 

I restart my modem every once in a while, but it doesn't help. I really think there is some noise coming from outside since I already connected the modem to the grey box, outside of my house, and I noticed the errors are also happening when I plug it over there, so it doesn't seem to be related to my internal cabling.

 

Is it possible to open the logs of my modem to identify if it is losing the sync to the Xfinity equipments?

 

Thanks,

Luiz

 

Highlighted
Contributor

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

These are the current numbers of my modem and they grow really fast:

 

Downstream
Channel Bonding Value
Index
29
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
 
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
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
621 MHz
525 MHz
531 MHz
537 MHz
543 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
762 MHz
659600000
SNR
41.1 dB
40.4 dB
40.3 dB
40.8 dB
40.9 dB
39.6 dB
40.3 dB
40.4 dB
41.0 dB
40.6 dB
41.3 dB
40.1 dB
40.5 dB
40.6 dB
40.9 dB
40.7 dB
40.3 dB
40.0 dB
40.2 dB
40.1 dB
40.2 dB
39.5 dB
39.5 dB
40.1 dB
39.4 dB
40.4 dB
39.7 dB
39.5 dB
39.4 dB
39.1 dB
39.3 dB
38.5 dB
NA
Power Level
-3.6 dBmV
-5.3 dBmV
-4.7 dBmV
-2.8 dBmV
-3.4 dBmV
-4.9 dBmV
-4.9 dBmV
-4.5 dBmV
-3.2 dBmV
-3.0 dBmV
-2.2 dBmV
-4.4 dBmV
-4.6 dBmV
-4.0 dBmV
-3.3 dBmV
-3.3 dBmV
-5.2 dBmV
-5.2 dBmV
-4.8 dBmV
-4.9 dBmV
-4.6 dBmV
-6.2 dBmV
-6.9 dBmV
-5.2 dBmV
-4.3 dBmV
-4.6 dBmV
-5.2 dBmV
-5.5 dBmV
-6.7 dBmV
-7.3 dBmV
-7.0 dBmV
-7.6 dBmV
NA
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
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
23 MHz
16 MHz
39 MHz
Symbol Rate
5120
5120
5120
5120
1280
Power Level
43.3 dBmV
43.5 dBmV
43.8 dBmV
42.5 dBmV
44.0 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
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
25
26
27
28
29
30
31
32
Unerrored Codewords
260147780
608227786
607522424
608393007
606958161
606090728
606000572
605764928
605830284
603925662
602571657
599687139
596625175
594765827
592754474
589707915
582817198
578765005
575833726
572711272
570760509
564640766
560314259
558159164
553519010
551447054
546264275
541408640
535083170
528868274
525594229
260147780
Correctable Codewords
3311262301
25646852
25814973
25266786
25825756
26319100
26342109
26356857
26274268
26934422
27355153
28562487
29723707
30305792
30911090
31989662
34863269
36289132
37245592
38470316
39055643
41644056
43522445
43643718
45533513
45879610
47899351
49710757
52473698
54898234
55801870
3311262301
Uncorrectable Codewords
145170
42898991
43456354
43129988
44026878
44408060
44478274
44724787
44911154
46162468
47113882
48800451
50654336
51982099
53398941
55363623
59809951
62438642
64422700
66324457
67679251
71241379
73695911
75722521
78452388
80202720
83381819
86443163
90004488
93772384
96161219
145170

 

Highlighted
Contributor

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

Interesting ... today I got the results of the modem while I had an outage. It seems the upload channels are the ones losing the sync:

 

Downstream
Channel Bonding Value
Index
29
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
30
31
45
 
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
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
621 MHz
447 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
543 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
627 MHz
633 MHz
762 MHz
659600000
SNR
39.5 dB
39.4 dB
38.9 dB
39.0 dB
39.9 dB
39.9 dB
38.4 dB
38.6 dB
38.4 dB
38.6 dB
35.9 dB
34.1 dB
38.2 dB
36.5 dB
39.2 dB
38.9 dB
40.2 dB
39.0 dB
39.6 dB
39.4 dB
39.3 dB
37.4 dB
38.7 dB
39.6 dB
39.4 dB
39.4 dB
39.7 dB
39.8 dB
39.3 dB
39.1 dB
38.9 dB
37.5 dB
NA
Power Level
-5.8 dBmV
-6.7 dBmV
-7.2 dBmV
-7.0 dBmV
-5.9 dBmV
-5.2 dBmV
-6.7 dBmV
-8.4 dBmV
-7.8 dBmV
-7.5 dBmV
-6.8 dBmV
-7.0 dBmV
-7.0 dBmV
-7.4 dBmV
-6.9 dBmV
-6.5 dBmV
-4.7 dBmV
-5.4 dBmV
-7.6 dBmV
-7.5 dBmV
-7.2 dBmV
-5.7 dBmV
-5.4 dBmV
-4.5 dBmV
-6.7 dBmV
-6.8 dBmV
-6.2 dBmV
-5.5 dBmV
-5.5 dBmV
-7.3 dBmV
-7.2 dBmV
-10.1 dBmV
NA
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
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
4
5
Lock Status
Not Locked
Locked
Not Locked
Locked
Not Locked
Frequency
35 MHz
29 MHz
23 MHz
16 MHz
39 MHz
Symbol Rate
5120
5120
5120
5120
1280
Power Level
44.5 dBmV
43.5 dBmV
43.8 dBmV
42.3 dBmV
39.3 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA
CM Error Codewords
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
25
26
27
28
29
30
31
32
Unerrored Codewords
52078866
233856138
233789808
233641051
233449452
233599205
233893586
233976706
233948926
233888447
233843283
233772597
233688156
233604826
233573037
233586179
233603461
233583207
233582915
233574902
233574722
233573891
233557214
233532804
233497471
233452270
233444190
233413089
233366984
233257915
233182872
52078866
Correctable Codewords
45954107
143094
170756
233491
313507
252114
136453
106329
119088
145642
164886
196522
232959
269280
281168
277639
270561
281065
283663
290657
289978
292066
298902
310384
331744
349746
353655
365626
386471
429757
461875
45954107
Uncorrectable Codewords
7
195546
238433
329372
446265
361917
188441
140408
160833
199453
230965
274437
327555
378916
403653
398817
393038
407828
410346
416213
421665
425095
441986
459976
479486
510842
520273
544725
573496
640846
684937
7
Highlighted
Expert

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

The downstream power is even weaker now than when you first posted here last November, and it may be intermittently fluctuating even lower to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

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.



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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.
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Highlighted
Contributor

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

Hi EG,

I have this same issue even if I connect my modem to the Comcast box that's outside of my house.

Is there a way to ask Comcast to review their outside cabling knowing it is bad when it gets into my house ?

Thanks,

Luiz

Highlighted
Expert

Re: How can I get rid of continuous CM Errors - Uncorrectable Codewords ?

A premises facing tech can check the cabling / hardware (including the drop line) up to the tap on the pole / pedestal. From the tap and farther up the line is the responsibility of their line / maintenance dept. techs.

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.




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!