U

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3 Messages

Tue, Jun 28, 2022 2:06 PM

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

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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 !

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.

Visitor

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3 Messages

@XfinityDaisy​ 

I am unable to create a DM.  The icon to create a new message is disabled.  I've signed in and attempted this on three devices.  Is there a problem with the website?

Official Employee

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332 Messages

Hi! Sorry to hear the DM option is not working for you at this time. Can you try this link and see if it works for you?

To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
EG

Expert

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95K Messages

1 分钟前

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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