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CM1000 Xfinity issues
I am quite frustrated at this point. I had a CM600 modem to support Comcast's Extreme 150 service. I've had it for a few years and was consistently getting 160 to 170mbps speed from it. About thre...
Well it is finally fixed. The tech showed up today and I showed him the two frequencies that were having the problem. He checked outside, and then at the tap. He came into the house and said he needed to call a bucket truck in to fix it. I got a recorded call from Comcast that they were working to fix the issue. I got a second call an hour later that the issue was fixed. I ran a speed test and got a consistent 160mbps (yay!). I used the reset button on the modem and let it re-provision. All the signal/noise and power levels were good and there were no uncorrectable codewords. They didn't tell me what they fixed, but at long last, it is fixed.
vkdeltawrote:
I asked admin to delete your personal info. It was deleted within minutes .. as soon I saw it.
I have captured your info and will start from there.
This is less than one day of errors and my normal uploads should be 12MBPS. This has been going on for a long time and Xfinity cannot figure it out to fix the issue. I also get loads of T3 timeouts. Lots of the time my upload speed will drop to less than 1MBPS.
So to all on this thread I think I may be closer to a solution (I hope!) I was called for a survey on Comcast and left a very angry and detailed reply. Be aware that most companies use what's called Net Promotor Score (NPS) to rate themselves on customer satisfaction. It is basically the response to a single question "Would you recommend us to others?" If you answer that as 0, that gets a LOT of attention. We use it at my place of work and it is seen at the very highest levels of a corporation. In any case, I got a call from L2 support (FINALLY) and they said they were seeing issues with the lines. They sent an engineer out this morning. I disconnected my router and went straight and my top download speed was 90mbps. I opened up the modem frequency page and showed him two frequencies with 10s of milliions of uncorrectable codewords. He went all the way out to the tap on the street and the errors were still there. He said those three frequencies were really bad and are seriously impacting my speed. He also said I have a straight line from the tap, under the street and then trenched to the back of my house with no breaks. He did replace the connectors at both ends because he said they did a crappy job of installing them.
| 23 | Locked | QAM256 | 22 | 567000000 Hz | 7.4 dBmV | 27.8 dB | 162079794 | 7155586 | 15853108 |
| 24 | Locked | QAM256 | 23 | 573000000 Hz | 7.5 dBmV | 38.3 dB | 165368988 | 7005755 | 12725377 |
He called in a service call because he said there has to be a bad amp somewhere downstream. They are supposed to have it repaired in the next 24 hours. He was really pissed off at L1 because he said he looked back at my case and these two frequencies were always a problem and he did not understand why they didn't follow protocol and raise it immediately to L2. So my advice is don't give up. Your number of uncorrectable codewords should be low (1200-1500). Remember, if they survey you and you are still having a problem, answer the NPS question with a 0. They will then prompt you to leave a message as to why you rated them that way and really let them know how dissatisfied you are. I will keep you posted. Once they fix this.