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Forum Discussion
Xfinity Says I Need To Replace My CM3000
Hello, A couple of days ago I had a technical support call with Xfinity regarding a streaming issue. During the call, they checked modem status and claimed that the modem was generating errors. T...
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Lets check the signal and data first before doing anything else.
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Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 20 525000000 Hz 7.2 dBmV 43.6 dB 1136 1242 2 Locked QAM256 1 405000000 Hz 6.4 dBmV 43.5 dB 2398 2922 3 Locked QAM256 2 411000000 Hz 6.9 dBmV 43.3 dB 2652 2858 4 Locked QAM256 3 417000000 Hz 6.8 dBmV 43.7 dB 2443 2824 5 Locked QAM256 4 423000000 Hz 6.7 dBmV 43.6 dB 2359 2673 6 Locked QAM256 5 429000000 Hz 6.9 dBmV 43.7 dB 2162 2658 7 Locked QAM256 6 435000000 Hz 6.9 dBmV 43.6 dB 2236 2520 8 Locked QAM256 7 441000000 Hz 6.5 dBmV 43.4 dB 1960 2564 9 Locked QAM256 8 447000000 Hz 6.4 dBmV 43.3 dB 2093 2479 10 Locked QAM256 9 453000000 Hz 6.5 dBmV 43.3 dB 2019 2425 11 Locked QAM256 10 459000000 Hz 6.6 dBmV 43.4 dB 2075 2329 12 Locked QAM256 11 465000000 Hz 6.6 dBmV 43.3 dB 1922 2372 13 Locked QAM256 12 471000000 Hz 6.5 dBmV 43.2 dB 1983 2311 14 Locked QAM256 13 477000000 Hz 6.5 dBmV 43.2 dB 1911 2360 15 Locked QAM256 14 483000000 Hz 6.6 dBmV 43.3 dB 1738 2150 16 Locked QAM256 15 489000000 Hz 6.6 dBmV 43.2 dB 1732 2161 17 Locked QAM256 16 495000000 Hz 6.6 dBmV 43.2 dB 1816 2092 18 Locked QAM256 17 507000000 Hz 7.1 dBmV 43.4 dB 1459 2016 19 Locked QAM256 18 513000000 Hz 7.5 dBmV 43.7 dB 1526 1906 20 Locked QAM256 19 519000000 Hz 7.4 dBmV 43.6 dB 1530 1806 21 Locked QAM256 21 531000000 Hz 7.2 dBmV 43.5 dB 1341 1752 22 Locked QAM256 22 537000000 Hz 6.8 dBmV 43.3 dB 1347 1694 23 Locked QAM256 23 543000000 Hz 6.2 dBmV 43.0 dB 1239 1780 24 Locked QAM256 24 549000000 Hz 5.6 dBmV 42.6 dB 1345 1689 25 Locked QAM256 25 555000000 Hz 5.5 dBmV 42.5 dB 1218 1625 26 Locked QAM256 26 561000000 Hz 5.8 dBmV 42.7 dB 1235 1560 27 Locked QAM256 27 567000000 Hz 6.3 dBmV 42.9 dB 1062 1631 28 Locked QAM256 28 573000000 Hz 6.4 dBmV 42.9 dB 1092 1527 29 Locked QAM256 29 579000000 Hz 6.3 dBmV 42.7 dB 966 1462 30 Locked QAM256 30 585000000 Hz 6.3 dBmV 42.7 dB 954 1434 31 Locked QAM256 31 591000000 Hz 6.5 dBmV 42.7 dB 961 1415 32 Locked QAM256 32 597000000 Hz 6.7 dBmV 42.8 dB 934 1380 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 5 1280 Ksym/sec 39600000 Hz 44.0 dBmV 2 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 46.5 dBmV 3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 46.5 dBmV 4 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 46.5 dBmV 5 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 46.5 dBmV 6 Not Locked Unknown 0 0 0 0.0 dBmV 7 Not Locked Unknown 0 0 0 0.0 dBmV 8 Not Locked Unknown 0 0 0 0.0 dBmV Downstream OFDM Channels Channel Lock Status Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords 1 Locked 0 ,1 ,2 ,3 193 690000000 Hz 5.48 dBmV 41.8 dB 1228 ~ 2867 2921873759 1604952562 2848 2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0 Upstream OFDMA Channels Channel Lock Status Modulation / Profile ID Channel ID Frequency Power 1 Not Locked 0 0 0 Hz 0 dBmV 2 Not Locked 0 0 0 Hz 0 dBmVLots of correctables and un-correctables that should be mostly zeros. Those can be caused by bad cabling or connections.
Some channels are on the high limit for power but with in specs. You could install a -3db or -6db coax attenuator and lower it a bit.
Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem.
Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended.
What is the brand and model of the host Wi-Fi router connected to the modem?
Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
Be sure to power OFF the modem for 1 minute then back ON.
Try another modem, either same model or maybe a CM another supported model to see if issues are still seen or not. If issues are still seen then would be a ISP signal issue.
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/
Since Xfinity has already sent out a tech who claimed that the "signal is good" up to the modem, how does a customer get them to send out another tech at no cost to check the line again?
