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Intermittent network issues, weird corectable numbers, help appreciated!

New Poster

Intermittent network issues, weird corectable numbers, help appreciated!

So I have been dealing with a pretty annoying problem in which I will lose connection for about 5 to 10 minutes every day or so, and this happens a couple of times a day. Technicians have come out saying everything seems fine multiple times. But still no resolve. I live in a condo complex, so not sure if this is anything to do with it. I thought to post my modem stats just to see if there's anything you all could help with. Thanks for reading!

 

Downstream
Channel Bonding Value
Index
36
0
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
33
34
35
 
Lock Status
Locked
NotLocked
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
669000000
 
489000000
495000000
501000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
611600000
SNR
38.983261
 
38.605377
38.983261
38.983261
40.366287
38.983261
38.983261
38.983261
38.605377
38.605377
40.366287
40.366287
40.366287
38.983261
40.366287
40.366287
40.366287
38.983261
40.366287
40.366287
38.983261
38.605377
40.366287
38.983261
38.983261
38.983261
40.366287
40.366287
40.366287
38.983261
38.983261
NA
Power Level
-4.400002
 
-2.900002
-2.599998
-2.700001
-2.900002
-2.799999
-2.500000
-2.900002
-3.200001
-2.900002
-2.799999
-2.500000
-2.400002
-2.400002
-2.000000
-2.000000
-2.000000
-2.400002
-2.700001
-2.400002
-2.299999
-2.400002
-2.599998
-2.700001
-2.700001
-3.299999
-3.599998
-3.099998
-2.700001
-3.099998
-4.400002
NA
Modulation
QAM256
UNKNOWN
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
OFDM

 

Is this concerning?  the uncorrectable codewords seem so high

Unerrored Codewords 9749 559030611 9748 9749 9749 9748 9749 9748 9749 9748 9748 9749 9748 9749 9748 9749 9749 9748 9749 9748 9749 9749 9748 9749 9748 9748 9749 9748 9749 9748 9748 9749
Correctable Codewords 0 3735936685 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
Uncorrectable Codewords 0 3735936685 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

 

Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
ACTIVE
ACTIVE
ACTIVE
ACTIVE
Frequency
16600000
23000000
29400000
35800000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
47.020599
47.770599
48.020599
48.520599
Modulation
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_STDMA
US_TYPE_STDMA
US_TYPE_STDMA
US_TYPE_STDMA
Expert

Re: Intermittent network issues, weird corectable numbers, help appreciated!

Those log entries are unhelpful as they are the router component's error log entries, not the cable modem component's RF signal error log entries.

 

Please also post the upstream power level figures.



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New Poster

Re: Intermittent network issues, weird corectable numbers, help appreciated!

apologies...updated post. 

Expert

Re: Intermittent network issues, weird corectable numbers, help appreciated!

The upstream power is a bit on the high side and it may be intermittently fluctuating even higher 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.



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.
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Official Employee

Re: Intermittent network issues, weird corectable numbers, help appreciated!

Hi TrueZeldaFan, thank you for reaching out here on our forums.  If you still need assistance scheduling a tech visit after trying the troubleshooting above, please send us a private message with your full name and we can hlep.

 

Thank you


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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.
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Official Employee

Re: Intermittent network issues, weird corectable numbers, help appreciated!

Hello, we haven't heard from you but please don't hesitate to reach back out and create another host if you still need assistance.

 

Thank you 


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