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Frequent cable modem disconnections, errors 16 and 24, uncorrected errors
Hello,
I've been having frequent loss of internet connectivity. I've actually already replaced my cable modem and wifi routers, and checked all of my ethernet cables, and continue to have the problem with increasing frequency. The cable modem logs show constant error codes 16 and 24. Connection page shows quickly accumulating uncorrected errors even though the channel strengths look OK.
--------------------------------------------
Connection
Startup Sequence
Startup Step Status Comment
Acquire Downstream Channel 549000000 Hz Locked
Upstream Connection OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
Connection Status
System Up Time 1 days 11h:13m:42s
Network Access Allowed
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 5 549.0 6.7 40.4 946 1824
2 Locked QAM256 2 531.0 6.0 40.5 947 1968
3 Locked QAM256 3 537.0 6.1 40.5 1065 1877
4 Locked QAM256 4 543.0 6.0 40.2 883 1905
5 Locked QAM256 6 555.0 6.6 40.5 861 1782
6 Locked QAM256 7 561.0 6.7 40.2 804 1723
7 Locked QAM256 8 567.0 6.8 40.0 874 1688
8 Locked QAM256 9 573.0 7.0 39.8 803 1717
9 Locked QAM256 10 579.0 7.4 40.2 826 1642
10 Locked QAM256 11 585.0 7.4 40.2 767 1611
11 Locked QAM256 12 591.0 7.3 40.2 711 1648
12 Locked QAM256 13 597.0 7.4 40.3 774 1596
13 Locked QAM256 14 603.0 7.6 40.4 755 1610
14 Locked QAM256 15 609.0 7.4 40.5 787 1567
15 Locked QAM256 16 615.0 7.6 40.6 737 1502
16 Locked QAM256 17 621.0 7.6 40.4 675 1580
17 Locked QAM256 18 627.0 7.3 40.3 605 1490
18 Locked QAM256 19 633.0 7.0 40.3 645 1510
19 Locked QAM256 20 639.0 7.1 40.6 557 1565
20 Locked QAM256 21 645.0 7.2 40.6 575 1291
21 Locked QAM256 22 651.0 7.1 40.5 558 1265
22 Locked QAM256 23 657.0 7.0 40.6 666 1270
23 Locked QAM256 24 663.0 7.0 40.6 585 1301
24 Locked QAM256 25 669.0 6.8 40.6 607 1211
25 Locked QAM256 26 675.0 6.7 40.2 572 1043
26 Locked QAM256 27 681.0 6.3 40.5 616 969
27 Locked QAM256 28 687.0 6.1 40.1 567 930
28 Locked QAM256 29 693.0 6.3 40.4 505 956
29 Locked QAM256 30 699.0 7.0 40.7 531 964
30 Locked QAM256 31 705.0 7.6 40.9 443 1034
31 Locked QAM256 32 711.0 7.8 40.9 350 973
32 Locked OFDM PLC 37 762.0 11.2 40.3 -2047718564 57
Upstream Bonded Channels
Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked SC-QAM 4 5120 35.6 44.8
2 Locked SC-QAM 5 5120 29.2 46.0
3 Locked SC-QAM 6 5120 22.8 46.3
4 Locked SC-QAM 8 5120 16.4 45.3
5 Locked SC-QAM 10 2560 40.4 45.3
----------------------------------------------
Event Log
Time Priority Description
07:31:46
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:32:50
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:33:14
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:33:45
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:34:15
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:36:53
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:37:37
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:39:00
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:39:32
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:40:17
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:40:44
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:41:33
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:42:04
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:43:15
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:43:34
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:43:50
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:44:48
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:46:53
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:47:28
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:48:32
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:49:37
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:50:00
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:50:29
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:51:32
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:51:39
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:52:30
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:52:41
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:53:17
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:53:33
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:55:39
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:58:37
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
07:59:03
Tue Jun 28 2022 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
EG
Expert
•
95K Messages
1 分钟前
Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere.
There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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XfinityDaisy
Official Employee
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74 Messages
1 分钟前
Hello user_372066 thank you for the information above and for @EG for escalating this on your behalf. To further help with the services can you send us a Direct Message with your full name and address
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
See https://comca.st/3KQF8q9 for an example.
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EG
Expert
•
95K Messages
1 分钟前
@user_372066 Here's the link: https://forums.xfinity.com/direct-messaging
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user_372066
Visitor
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3 Messages
1 分钟前
Thanks, I realized I had clicked to opt out of DM when I set up the account. Unchecked it fixed the problem.
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