4 Messages
Spotty connection + very high correctable error rate on main channel
Background
I recently moved into my house maybe 3 weeks ago. My internet speeds are fine whenever I test, but a few times now the internet becomes unreachable even after eg restarting modem. It then self recovers, I haven't noticed exactly how long because I usually switch over to my mobile hotspot as I am working. This affects all devices in the house. Frequently (on and off throughout day), web resources seemingly load very slowly at times despite the speed, everything feels a little sluggish.
I have a google nest wifi router and my xfinity gateway in bridge mode, signal shows as strong (wifi strength, internet speed from end device/router/modem/xfinity app). I haven't directly tested via ethernet to my gateway during a connection interruption, but I don't really see any reason to think there are wifi issues. I'll note that I had the same issue when just using wifi from the gateway directly, it's why I unpacked my mesh network devices as I was concerned about the not-awesome wifi signal.
My questions
- Any general interpretations of my readings / network behavior (see below for more details)
- Is it worth scheduling a tech visit? (If so, is there a way to do this that doesn't involve looping through the chatbot troubleshooting over and over...)
- Any additional troubleshooting worth doing on my own first?
I appreciate the help!
Troubleshooting done
I referred to the connection troubleshooting guide and did the following:
- reviewed gateway data, everything seems fine except for very high correctable error count on primary channel, more info below
- fully power cycled gateway, router, etc
- inspected coax cable inside house
- it has compression connectors and the pins look fine, no signs of cable wear or kinks
- ensured the cable is securely fastened to my gateway + ingress point in my house
- I am using the existing xfinity-provided cable that came with the house, of unknown age... maybe about a year and a half?
- it does have some excess length, maybe 8 feet all told so it loops around
- inspected outside cables for any signs of wear
- The cable goes straight from the carrier box into my house in
- The exterior coax cable is on the longer end and wraps around the corner of the (small) house, maybe 120 feet total
- ran public internet speedtests, wifi connectivity tests, mesh tests, xfinity app tests, etc all fine
- ran ping tests against www.comcast.net, consistently ~80ms with no drops or timeouts
- ran ping tests against my gateway (10.0.0.1), ~4-10ms without drops
- checked dhcp lease times... though not sure what i'm looking for. it's on a 24 hour cycle and last was obtained ~ 2 hours ago
Gateway data
Looking in the gateway admin, I see literally no errors in the event logs, just stuff from when the network was set up. All of the power, snr, etc, levels look appropriate in terms of range and relation to one another.
The only thing that stands out is that I have very high correctable error rates on my primary channel (~40-60%). I've rebooted my modem and immediately see uncorrectable errors start to shoot up at the same ratio. See below for the current levels, a snapshot of error rates that spans ~ 5 days, and the current one (which spans ~30minutes).
Model: CGM4140COM
Levels:
|
Downstream
|
Channel Bonding Value | |||||||||||||||||||||||||||||||||
| Channel ID |
44
|
13
|
14
|
15
|
16
|
17
|
18
|
19
|
20
|
21
|
22
|
23
|
24
|
25
|
26
|
27
|
28
|
29
|
30
|
31
|
32
|
33
|
34
|
35
|
36
|
37
|
38
|
39
|
40
|
41
|
42
|
43
|
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
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
| Frequency |
645 MHz
|
459 MHz
|
465 MHz
|
471 MHz
|
477 MHz
|
483 MHz
|
489 MHz
|
495 MHz
|
501 MHz
|
507 MHz
|
513 MHz
|
519 MHz
|
525 MHz
|
531 MHz
|
537 MHz
|
543 MHz
|
549 MHz
|
555 MHz
|
561 MHz
|
567 MHz
|
573 MHz
|
579 MHz
|
585 MHz
|
591 MHz
|
597 MHz
|
603 MHz
|
609 MHz
|
615 MHz
|
621 MHz
|
627 MHz
|
633 MHz
|
639 MHz
|
722000000
|
957000000
|
| SNR |
41.4 dB
|
43.6 dB
|
43.7 dB
|
43.8 dB
|
42.6 dB
|
41.7 dB
|
41.8 dB
|
42.0 dB
|
42.0 dB
|
42.2 dB
|
42.2 dB
|
42.1 dB
|
42.3 dB
|
42.4 dB
|
42.1 dB
|
42.2 dB
|
41.9 dB
|
42.0 dB
|
42.1 dB
|
42.1 dB
|
41.9 dB
|
42.0 dB
|
42.0 dB
|
41.9 dB
|
41.9 dB
|
41.9 dB
|
42.0 dB
|
42.0 dB
|
42.0 dB
|
42.0 dB
|
41.7 dB
|
41.7 dB
|
42.0 dB
|
41.9 dB
|
| Power Level |
2.2 dBmV
|
2.0 dBmV
|
2.1 dBmV
|
2.1 dBmV
|
2.1 dBmV
|
2.1 dBmV
|
2.1 dBmV
|
2.1 dBmV
|
2.1 dBmV
|
2.1 dBmV
|
2.0 dBmV
|
1.9 dBmV
|
1.8 dBmV
|
1.7 dBmV
|
1.6 dBmV
|
1.6 dBmV
|
1.4 dBmV
|
1.4 dBmV
|
1.5 dBmV
|
1.4 dBmV
|
1.4 dBmV
|
1.6 dBmV
|
1.7 dBmV
|
1.7 dBmV
|
1.8 dBmV
|
2.0 dBmV
|
2.0 dBmV
|
2.1 dBmV
|
2.3 dBmV
|
2.3 dBmV
|
2.2 dBmV
|
2.2 dBmV
|
3.8 dBmV
|
5.2 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
|
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 |
47.0 dBmV
|
47.0 dBmV
|
47.0 dBmV
|
47.5 dBmV
|
47.0 dBmV
|
|
| Modulation |
QAM
|
QAM
|
QAM
|
QAM
|
OFDMA
|
|
| Channel Type |
ATDMA
|
ATDMA
|
ATDMA
|
ATDMA
|
TDMA
|
|
~30 minute error code snapshot
| Codewords | ||||||||||||||||||||||||||||||||||
| Channel ID |
44
|
13
|
14
|
15
|
16
|
17
|
18
|
19
|
20
|
21
|
22
|
23
|
24
|
25
|
26
|
27
|
28
|
29
|
30
|
31
|
32
|
33
|
34
|
35
|
36
|
37
|
38
|
39
|
40
|
41
|
42
|
43
|
193
|
194
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Unerrored Codewords |
21435769
|
95911500
|
95916483
|
95922007
|
95926991
|
95932049
|
95937072
|
95942611
|
95947929
|
95951240
|
95958689
|
95963995
|
95968694
|
95974043
|
95978592
|
95984619
|
95989279
|
95993621
|
95999061
|
96004172
|
96009699
|
96015129
|
96020999
|
96026563
|
96031694
|
96037038
|
96043071
|
96047824
|
96052969
|
96057313
|
96056464
|
96059502
|
21126883
|
21435769
|
| Correctable Codewords |
17535589
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
18402261
|
17535589
|
| Uncorrectable Codewords |
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
~5 day error code snapshot
| CM Error Codewords | ||||||||||||||||||||||||||||||||||
| Channel ID | 44 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 | 34 | 35 | 36 | 37 | 38 | 39 | 40 | 41 | 42 | 43 | 193 | 194 |
| Unerrored Codewords | 1099115319 | 986214421 | 986223204 | 986228218 | 986235154 | 986242166 | 986250309 | 986254539 | 986260429 | 986263496 | 986272026 | 986278417 | 986283872 | 986290465 | 986297851 | 986303274 | 986310421 | 986317475 | 986322834 | 986329964 | 986336604 | 986339945 | 986346308 | 986352491 | 986358923 | 986365340 | 986371162 | 986379088 | 986384329 | 986390842 | 986391534 | 986393592 | 1081919801 | 1099115319 |
| Correctable Codewords | 666309564 | 0 | 0 | 0 | 0 | 8 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 655830063 | 666309564 |
| Uncorrectable Codewords | 6206 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 29359828 | 6206 |
XfinityAntoine
Official Employee
•
1.4K Messages
3 months ago
Thanks for taking the time to reach out, user_jli1791. To answer your questions directly it looks like there is something physical that's obstructing the clear signals being sent back and forth between us and your equipment. I would recommend a service tech but only after confirming what you found with the signal readings on my end. The only additional troubleshooting you could do is make sure everything is finger tight and swap out any pinched or severely bent coax cables with new ones.
0
0
user_jli1791
4 Messages
3 months ago
Thanks for your response, Antoine! I do see some pretty mild kinks in the indoor coax cable. I'll go ahead and swap it out before chasing this down further given that this sounds like a cable issue. I'll get that popped in tomorrow and validate if errors recover.
If issues continue, as far as getting readings on xfinity's end goes, how would I start that process? Is there a way that avoids the chatbot? :P
3
0
EG
Expert
•
107.1K Messages
3 months ago
@user_jli1791 @XfinityAldrik
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.
1
0