Visitor
•
3 Messages
billions of correctable errors and packet loss
Hello, I have been having issues with packet loss with my internet for weeks now. The packet loss is intermittent. Some days I get none at all, other days I get a lot. When I get packet loss, If I look at my modem logs I can see a large number of correctable errors popping up. Sometimes when the packet loss gets really bad I can see the light on my xfinity gateway xb8 change to solid orange for one second and then go back to solid white a second later like its losing connection or something. I have chatted with an agent online who said my modem wasnt getting firmware updates so i need a new one. When my new modem didnt arrive a week later I called and spoke to someone on the phone who said they didnt ship a new modem because I dont need one. They told me I have an open work ticket on my account and to just wait. Ive waited and am still having issues. I believe I may have interference on my line, but im not sure. I cant get help though the ai app and its very hard to get someone on the phone so now I am trying on here. Below is my modem logs. Thanks.
XFINITY Network
Device Label Information
Initialization Procedure
Device Information
|
Downstream
|
Channel Bonding Value | |||||||||||||||||||||||||||||||||||
| Channel ID |
20
|
1
|
2
|
3
|
4
|
5
|
6
|
7
|
8
|
9
|
10
|
11
|
12
|
13
|
14
|
15
|
16
|
17
|
18
|
19
|
21
|
21
|
23
|
24
|
25
|
26
|
27
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
193
|
194
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 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
|
|||||||
| Frequency |
0 MHz
|
381 MHz
|
381 MHz
|
393 MHz
|
399 MHz
|
405 MHz
|
411 MHz
|
417 MHz
|
423 MHz
|
429 MHz
|
435 MHz
|
441 MHz
|
447 MHz
|
453 MHz
|
459 MHz
|
465 MHz
|
471 MHz
|
477 MHz
|
483 MHz
|
489 MHz
|
501 MHz
|
507 MHz
|
513 MHz
|
519 MHz
|
525 MHz
|
531 MHz
|
537 MHz
|
722000000
|
957000000
|
|||||||
| SNR |
44.0 dB
|
44.5 dB
|
44.5 dB
|
44.5 dB
|
44.5 dB
|
44.3 dB
|
43.6 dB
|
44.3 dB
|
44.3 dB
|
44.4 dB
|
44.4 dB
|
44.4 dB
|
44.2 dB
|
44.0 dB
|
44.0 dB
|
44.0 dB
|
44.1 dB
|
44.1 dB
|
44.3 dB
|
44.1 dB
|
43.7 dB
|
43.8 dB
|
44.0 dB
|
44.0 dB
|
44.1 dB
|
44.0 dB
|
43.8 dB
|
43.0 dB
|
39.6 dB
|
|||||||
| Power Level |
3.1 dBmV
|
4.1 dBmV
|
4.0 dBmV
|
4.0 dBmV
|
3.8 dBmV
|
3.7 dBmV
|
3.4 dBmV
|
3.7 dBmV
|
3.6 dBmV
|
3.6 dBmV
|
3.8 dBmV
|
3.5 dBmV
|
3.3 dBmV
|
2.9 dBmV
|
2.9 dBmV
|
3.2 dBmV
|
3.4 dBmV
|
3.6 dBmV
|
3.6 dBmV
|
3.3 dBmV
|
2.6 dBmV
|
2.8 dBmV
|
3.0 dBmV
|
3.2 dBmV
|
3.3 dBmV
|
3.3 dBmV
|
2.9 dBmV
|
2.3 dBmV
|
-4.8 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
|
256 QAM
|
256 QAM
|
256 QAM
|
OFDM
|
OFDM
|
|||||||
|
Upstream
|
Channel Bonding Value | |||||
| Channel ID |
1
|
2
|
3
|
4
|
41
|
|
|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
|
| Frequency |
16 MHz
|
22 MHz
|
29 MHz
|
35 MHz
|
36 MHz
|
|
| Symbol Rate |
5120
|
5120
|
5120
|
5120
|
0
|
|
| Power Level |
42.8 dBmV
|
42.8 dBmV
|
43.0 dBmV
|
42.8 dBmV
|
37.0 dBmV
|
|
| Modulation |
QAM
|
QAM
|
QAM
|
QAM
|
OFDMA
|
|
| Channel Type |
ATDMA
|
ATDMA
|
ATDMA
|
ATDMA
|
TDMA
|
|
| CM Error Codewords | ||||||||||||||||||||||||||||||||||
| Channel ID |
20
|
1
|
2
|
3
|
4
|
5
|
6
|
7
|
8
|
9
|
10
|
11
|
12
|
13
|
14
|
15
|
16
|
17
|
18
|
19
|
21
|
21
|
23
|
24
|
25
|
26
|
27
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Unerrored Codewords |
3030210336
|
90500016
|
90523924
|
90542245
|
90604247
|
90575215
|
90589368
|
90618510
|
90628625
|
90649621
|
90662205
|
90673967
|
0
|
90694535
|
90705697
|
90723352
|
90734542
|
90743162
|
90757785
|
90764542
|
90780897
|
90778503
|
90794766
|
90804937
|
90818815
|
90826209
|
90830973
|
90893659
|
28497827
|
28508999
|
28512649
|
28506332
|
2841266258
|
3030210336
|
| Correctable Codewords |
3984272324
|
10
|
5
|
2
|
2
|
9
|
2
|
2
|
3
|
13
|
18
|
11
|
3
|
0
|
4
|
35
|
0
|
11
|
3
|
2
|
2
|
2
|
1
|
3
|
3
|
3
|
3
|
3
|
3
|
3
|
3
|
4
|
3387825289
|
3984272324
|
| Uncorrectable Codewords |
273
|
0
|
0
|
0
|
||||||||||||||||||||||||||||||
user_uol6u5
Visitor
•
3 Messages
17 days ago
thank you so much for the help. I will be sure to recommend xfinity to everyone I know!
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0
user_uol6u5
Visitor
•
3 Messages
16 days ago
Anyone going to help me on here or what.
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0
XfinityBenny
Official Employee
•
901 Messages
15 days ago
@user_uol6u5 Thanks for posting to the community. We can help make sure everything is stable. Send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the message icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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0
EG
Expert
•
111.6K Messages
15 days ago
@user_uol6u5 @XfinityBenny
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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