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Frequent drops in service, hundreds of thousands of uncorrectable codewords. Technician needed?
Hi all, we've been using Xfinity for about three years. Over the past year and a half, we have noticed semi-frequent disconnects in service (~30 seconds in length) which have been increasing in frequency over time. We had a call with Xfinity support about two weeks ago and they mentioned that there was no batch file sent to our system, so we figured this was the holy grail. Now, the disconnects have gotten more frequent and worse, and we've experienced around a dozen today alone. After some online research, I believe the problem might be related to our coaxial wiring outside, but not sure if we need an Xfinity technician to confirm.
Our gateway is model TG4482A (product XB7) provided by Xfinity. Below I will provide the downstream/upstream/channel info - I believe the amount of uncorrectable codewords is especially noteworthy. Any advice you can provide regarding next steps we should take for stable connection would be tremendously appreciated - we are at a loss here.
|
Downstream
|
Channel Bonding Value | ||||||||||||||||||||||||||||||||
| Channel ID |
20
|
4
|
12
|
28
|
1
|
2
|
3
|
5
|
6
|
7
|
8
|
9
|
10
|
11
|
13
|
14
|
15
|
16
|
17
|
18
|
19
|
21
|
22
|
23
|
24
|
25
|
26
|
27
|
29
|
30
|
31
|
32
|
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 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
|
Locked
|
Locked
|
Locked
|
|
| Frequency |
519000000
|
423000000
|
471000000
|
567000000
|
405000000
|
411000000
|
417000000
|
429000000
|
435000000
|
441000000
|
447000000
|
453000000
|
459000000
|
465000000
|
477000000
|
483000000
|
489000000
|
495000000
|
501000000
|
507000000
|
513000000
|
525000000
|
531000000
|
537000000
|
543000000
|
549000000
|
555000000
|
561000000
|
573000000
|
579000000
|
585000000
|
591000000
|
|
| SNR |
37.355988
|
37.636276
|
37.636276
|
36.386890
|
37.355988
|
37.355988
|
37.355988
|
37.355988
|
37.636276
|
37.355988
|
37.355988
|
36.609653
|
37.355988
|
37.636276
|
37.636276
|
37.355988
|
37.355988
|
37.355988
|
36.609653
|
37.355988
|
37.355988
|
36.386890
|
37.355988
|
36.386890
|
36.609653
|
36.386890
|
36.386890
|
36.386890
|
36.386890
|
36.386890
|
36.386890
|
36.386890
|
|
| Power Level |
-4.700001
|
-5.000000
|
-4.900002
|
-5.099998
|
-5.299999
|
-4.900002
|
-5.000000
|
-5.200001
|
-5.099998
|
-5.200001
|
-4.799999
|
-4.500000
|
-4.799999
|
-4.500000
|
-4.700001
|
-4.799999
|
-4.700001
|
-4.700001
|
-4.900002
|
-4.799999
|
-5.000000
|
-4.799999
|
-4.799999
|
-5.000000
|
-5.299999
|
-5.299999
|
-5.400002
|
-5.099998
|
-5.299999
|
-5.299999
|
-5.599998
|
-5.599998
|
|
| Modulation |
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
|
QAM256
|
QAM256
|
|
|
Upstream
|
Channel Bonding Value | |||||
| Channel ID |
17
|
20
|
19
|
18
|
43
|
|
|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
|
| Frequency |
16400000
|
35600000
|
29200000
|
22800000
|
39900000-84275000
|
|
| Symbol Rate |
5120 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
0 KSym/sec
|
|
| Power Level |
45.020599
|
47.020599
|
45.770599
|
45.020599
|
59.432629
|
|
| Modulation |
32QAM
|
64QAM
|
32QAM
|
32QAM
|
OFDMA
|
|
| Channel Type |
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_OFDMA
|
|
| CM Error Codewords | ||||||||||||||||||||||||||||||||
| Channel ID |
20
|
4
|
12
|
28
|
1
|
2
|
3
|
5
|
6
|
7
|
8
|
9
|
10
|
11
|
13
|
14
|
15
|
16
|
17
|
18
|
19
|
21
|
22
|
23
|
24
|
25
|
26
|
27
|
29
|
30
|
31
|
32
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Unerrored Codewords |
467303466
|
466445761
|
627503122
|
628839959
|
626039778
|
626215067
|
626304623
|
626629851
|
626800340
|
626515050
|
626478156
|
627142487
|
627269720
|
627538540
|
627767666
|
627665266
|
627966909
|
627988422
|
627998841
|
627601551
|
628285326
|
628314418
|
628447725
|
628512723
|
628548527
|
628644549
|
628574281
|
628804028
|
628751968
|
629127975
|
629193372
|
629221391
|
| Correctable Codewords |
1082103
|
1677323
|
2006641
|
1328205
|
2703067
|
2664573
|
2596922
|
2504233
|
2423837
|
2369509
|
2284521
|
2246568
|
2177384
|
2059366
|
1920200
|
1886654
|
1826862
|
1820345
|
1797886
|
1693044
|
1666288
|
1611537
|
1567981
|
1554740
|
1517857
|
1490469
|
1450167
|
1392887
|
1282450
|
1227055
|
1195700
|
1169681
|
| Uncorrectable Codewords |
904609
|
1405630
|
1717993
|
1109836
|
2366142
|
2323142
|
2268311
|
2162643
|
2081535
|
2014627
|
1926747
|
1924824
|
1871078
|
1728748
|
1642813
|
1596601
|
1540896
|
1530373
|
1547185
|
1384933
|
1400678
|
1350351
|
1319147
|
1302181
|
1289618
|
1244513
|
1185689
|
1177539
|
1068999
|
1023227
|
1005207
|
981497
|
No Responses!