Community Forum

Incorrectable Errors and Connectivity Issues

mmmccall20
New Poster

Incorrectable Errors and Connectivity Issues

Hi There, Looking for some help and/or things to try to alleviate my internet connectivity issues. I moved to a new house almost three months ago and have gigabit internet service with an owned modem : a Netgear Nighthawk CM2000. When we first moved in, we were constantly getting speed drops on the modem and I would have to reset it, usually once a day. I had multiple techs come out and check the line and even bought a new modem just to find out it has the same issue. After 2 or so weeks of issues, I had scheduled another tech visit when I got a call from Comcast saying they had fixed a problem in my neighborhood and asking if I wanted to cancel my appointment. Indeed the problem had been fixed and my connection was great for the next two months.

Fast forward to last week, and I am getting the same problems again. Constant speed drops. I check my modem admin page and there are either multiple channels “Not locked” or channels with millions of uncorrectables. I have had to reset it once a day.

I’m wondering if there is any number I can call or anyone to contact to get straight to tech visit or to someone that can actually help this issue. I have a straight line run from the service box at the side of my house directly to the modem with no splitters. I don’t want to go through two weeks of having a customer service agent tell me that it’s not their modem so they can’t help, or ask me to restart the modem, or all the other simple steps I will have to go through before I can get to someone with a clue.

Any ideas or help would be much appreciated, thanks!!
mmmccall20
New Poster

Re: Incorrectable Errors and Connectivity Issues

For reference here is a snap shot of my modem right now.  Its 9:54 pm, this is after a reset around 3:00 pm today.  Download speed tests showed 930+ after the reset and are now down to around 250.  I am guessing in the morning when I wake up they will be at about 30 without a modem reset.

 

 

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25620513000000 Hz6.5 dBmV42.9 dB00
2LockedQAM2564405000000 Hz7.3 dBmV43.5 dB250
3LockedQAM2565411000000 Hz7.0 dBmV43.5 dB140
4LockedQAM2566417000000 Hz6.3 dBmV43.3 dB00
5LockedQAM2567423000000 Hz6.8 dBmV43.4 dB00
6LockedQAM2568429000000 Hz7.5 dBmV43.6 dB00
7LockedQAM2569435000000 Hz8.1 dBmV43.7 dB00
8LockedQAM25610441000000 Hz8.3 dBmV43.7 dB230
9LockedQAM25611453000000 Hz8.8 dBmV43.8 dB310
10LockedQAM25612459000000 Hz8.7 dBmV43.6 dB230
11LockedQAM25613465000000 Hz8.2 dBmV43.5 dB210
12LockedQAM25614471000000 Hz7.2 dBmV43.1 dB37500
13LockedQAM25615477000000 Hz4.5 dBmV42.1 dB79514281155
14LockedQAM25616483000000 Hz-2.5 dBmV35.3 dB10229578128334396
15LockedQAM25617489000000 Hz-5.8 dBmV28.6 dB9943330688153
16LockedQAM25618495000000 Hz2.1 dBmV40.7 dB00
17LockedQAM25619507000000 Hz5.9 dBmV42.7 dB00
18LockedQAM25621519000000 Hz6.8 dBmV43.0 dB00
19LockedQAM25622525000000 Hz7.0 dBmV43.0 dB00
20LockedQAM25623531000000 Hz7.0 dBmV42.9 dB00
21LockedQAM25624543000000 Hz7.1 dBmV43.0 dB00
22LockedQAM25625549000000 Hz7.1 dBmV43.0 dB00
23LockedQAM25626555000000 Hz7.1 dBmV42.9 dB00
24LockedQAM25627561000000 Hz7.4 dBmV42.9 dB00
25LockedQAM25628567000000 Hz7.6 dBmV43.0 dB00
26LockedQAM25629573000000 Hz7.9 dBmV43.0 dB00
27LockedQAM25630579000000 Hz8.0 dBmV43.0 dB00
28LockedQAM25631585000000 Hz8.0 dBmV43.0 dB00
29LockedQAM25632591000000 Hz8.1 dBmV43.0 dB00
30LockedQAM25633597000000 Hz8.3 dBmV43.0 dB00
31LockedQAM25634603000000 Hz8.3 dBmV43.0 dB00
32Not LockedUnknown00 Hz0.0 dBmV0.0 dB00
 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA1512017300000 Hz29.0 dBmV
2LockedATDMA2512023700000 Hz28.3 dBmV
3LockedATDMA3512030300000 Hz27.8 dBmV
4LockedATDMA4512036700000 Hz27.8 dBmV
5LockedATDMA5128041200000 Hz25.0 dBmV
6Not LockedUnknown000 Hz0.0 dBmV
7Not LockedUnknown000 Hz0.0 dBmV
8Not LockedUnknown000 Hz0.0 dBmV
 
Downstream OFDM Channels
ChannelLock
Status
Modulation /
Profile ID
Channel
ID
FrequencyPowerSNR /
MER
Active Subcarrier
Number Range
Unerrored
Codewords
Correctable
Codewords
Uncorrectable
Codewords
1Locked0 ,1 ,2 ,348850000000 Hz5.7 dBmV41.7 dB1108 ~ 29873525926592772156690
2Not Locked000 Hz0 dBmV0.0 dB0 ~ 4095000
 
Upstream OFDMA Channels
ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not Locked000 Hz0 dBmV
2Not Locked000 Hz0 dBmV