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Intermittent 20sec Disconnects - High Uncorrectables Account

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New Poster

Intermittent 20sec Disconnects - High Uncorrectables Account

Starting 2 days ago, I've started to get intermittent disconnects that usually last between 10-15seconds. It's pretty annoying, especially when I'm WFH doing video calls and my connection drops (though the weird thing is that i'm able to still hear the other side's audio while they see me as disconnected leading me to believe I have an upload issue).

 

Anyway, I did the usual - Comcast support restarted my modem a few times and then verified that their connection to my home or tap is all good on their side. I also took a look at my SB6190 modem logs and it shows good SNR and POWER for upstream and downstream, but I'm seeing high "uncorrectables" which I've never seen before. Anyone have a guess at what's going on? Attached is a screen shot of the logs from roughly 30 min after Comcast reset my modem. During that period, I've had 3 disconnects of about 15 sec each.

 

[Edit: links to screenshots since they aren't approved yet by moderators]

https://ibb.co/XL6YD57
https://ibb.co/dbx41wF
https://ibb.co/942r8rt

 

Screen Shot 2020-10-20 at 3.09.00 PM.png

Screen Shot 2020-10-20 at 3.10.10 PM.png

Screen Shot 2020-10-20 at 3.10.33 PM.png

 

 

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Contributor

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

Can you re upload them; The photos aren’t showing. It could be plant fault
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Gold Problem Solver

Re: Intermittent 20sec Disconnects - High Uncorrectables Account


@bluefire114 wrote: ... Attached is a screen shot of the logs ...

The images you posted aren't visible. They all look like this:

HfImgPlcHldr.gif

It's probably because the images require moderator approval. That might take some time, from a few hours to a day or so. Alternatively, you could upload the images to a file sharing site and post links to them here, or post text instead of images.

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Regular Visitor

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

I had a tech out last week twice fix wires replace connectors, went through my entire Netgear modem router and basically shrug with no answer as to why I am experiencing these drops. Worked for 4 days and now im getting internet drops like crazy today!  WHATS GOING ON XFINITY HELP US... INTERNET IS NOW ESSENTIAL! dropped as i am typing this

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Contributor

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

I would do another call for them to come out. I know you said they already replaced the fittings and lines but I’d have them re check it. It could be plant fault I’d have them run a QAM test on those two channels.
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Expert

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

FWIW, that QAM test should be automatic / SOP.... It's a shame that the average so called "techs" aren't more well trained.....



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Contributor

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

Out of almost 200 different ones maybe the techs didn’t have the logs to single out those two channels to see it. Either way something was overlooked and when you get them back out there; have them run that test on 16 and 15 🙂
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Expert

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

How do the so called *techs * not have access to everything that they need to do their jobs ?

 

16 and 15 what. Channels ? There's no difference there ?



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Contributor

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

The channel ID on the error log they posted 459 and 453 MHz

They said the techs were out two weeks ago and this started two days ago.
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Expert

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

There are no channel designations in the error log entries... They are not that granular, unfortunately..

 

So what about the frequencies.. ?

 

And the channel signal levels in the signal stats have no difference to talk about....



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Contributor

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

On the first photo they posted under Chanel ID, 16 and 15 are the ones that have uncorrectable errors.
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Expert

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

I see zero.



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Contributor

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

I don’t think we’re looking at the same thing
57B61453-1D35-45F4-A040-F431FAF2F66A.jpeg
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Contributor

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

At the end of the day they need another tech out to check the line and test those two MHz channels.
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Expert

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

https://ibb.co/XL6YD57

 

The channels are different frequencies.

 

So even if we are not, it's really insignificant anyway. There are plenty of other redundant downstream channels.. One or two with some bit errors won't have a significant effect on overall performance. 



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New Poster

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

UGH.... Your problem might be your Netgear modem. I have had never ending drops, disconnects and slow connections. Of what I seen of reviews of my Netgear CM400 modem, lots of people are having similar problems. Seems to be the best solution is to toss the modem and buy another company's modem. Netgear does not seem like company with good customer support.

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New Poster

Re: Intermittent 20sec Disconnects - High Uncorrectables Account

Dumb question - but do we as the end user control the channel the data flows to? The reason I ask is that every time I get an intermittent disconnect, I notice that the uncorrectables go up by a few to tens of thousands.

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Expert

Re: Intermittent 20sec Disconnects - High Uncorrectables Account


@bluefire114 wrote:

 do we as the end user control the channel the data flows to? 


Nope.



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