R

Visitor

 • 

2 Messages

Sun, Aug 7, 2022 8:39 PM

Getting high uncorrectable codewords

Looks like I am getting very high uncorrectable codewords on DOCSIS downstream. Modem uptime is only around two days. 

https://imgur.com/a/f2JncgI

What is a typical action threshold for uncorrectables?

BruceW

Gold Problem Solver

 • 

24K Messages

2分前

... very high uncorrectable codewords ...

The two channels with the high error counts also have out-of-spec (too low) SNR. Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

Official Employee

 • 

124 Messages

2分前

Hello @RJFader and thank you for bringing your concern regarding certain signals on your modem to our attention here at the Xfinity Forums. Were you able to follow the great tips and information provided by @BruceW in this thread so far to troubleshoot the issue further or reach out to our Xfinity Support team? If not and you are still experiencing connectivity issues our Forum specialists would be glad to help!

Visitor

 • 

2 Messages

2分前

Hey all, at this point I'm going to need a tech to come out I think. @BruceW definitely had good tips and information, so I appreciate that.

Official Employee

 • 

124 Messages

@RJFader Thanks for getting back to us with an update! I can certainly assist in getting a technician scheduled out to look into this further. Could you please send our team a direct message with your full name and full 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.

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
forum icon

New to the Community?

Start Here