Another Arris SB6141 question / Intermittent connection drop-outs

Hi @XfinityElizabethA​ -

Thanks for your reply.

As it turns out, this device is EOL and no longer supported by the Xfinity network.

Yes, as I mentioned, I was already aware that this was SB6141's status.  However, from what I read, that's been the status since early in 2021, and yet the device has been working fine until relatively recently.

EOL devices become obsolete due to changes in technology. Older equipment was not designed to support the faster speeds and improved security features that are currently available.

Understood.  The SB6141 supports DOCSIS 3.0, and the newer modems are 3.1.  However, some of the currently supported models are also 3.0 - Motorola MG7315, for example - which, as I understand it, is sufficient for the 100 Mb/s service I have.  So part of my question was essentially, is there something about the SB6141in particular that makes it incapable of working correctly, or is it possible that there's an issue with my service?

The above is a technical question, not just one of nominal support.  Perhaps a better way to frame the question would be: Could I get a technician to verify that there is no issue with the service, or would I have to pay for that?  If the signal is fine, I fully understand the modem will have to be replaced.  What I'm not so fine with is replacing the modem and then discovering that the problem was in the network all along.

A follow-on comment: I think it would be nice if Xfinity notified customers with modem models going EOL that their modems will no longer function correctly after a certain date, if that's indeed the case. It's clear that the modem model is available to the network, since the web site displays it - so the information isn't hard to come by.  It could have saved me a lot of time.

I can also assist you with ordering one of our amazing rented gateways. Some benefits of renting a gateway are covered maintenance and replacement, as well as a covered upgrade every 3 years.

I would consider this, but last I looked, the rental fee was high enough that a modem could be purchased with only a few months' rent.  Please let me know if I'm wrong about that.

Thanks,

[Edit: Personal Information]

Hi again @don313. Thanks for getting back in touch today. You ask some great questions and I want to make sure I answer them all. 

 

"Yes, as I mentioned, I was already aware that this was SB6141's status.  However, from what I read, that's been the status since early in 2021, and yet the device has been working fine until relatively recently."

 

EOL devices may continue to function on our network beyond the date that we can no longer guarantee that they will. 

 

"is there something about the SB6141in particular that makes it incapable of working correctly, or is it possible that there's an issue with my service?"

 

I am unable to tell without looking at your account and troubleshooting with you, if there is any issue with your service. I can say with certainty, however, that the Arris SB6141 is indeed EOL and no longer supported. To clarify, once a non-supported device is no longer working for you, you must replace it with a supported device in order for your internet service to function properly. Once you have a supported device activated at your home, we can rule out the question of the equipment being the issue. If the service issues persist after the equipment change, we can work with you towards resolving that.

 

"Could I get a technician to verify that there is no issue with the service, or would I have to pay for that?"

 

We can schedule a technician visit with you, however if the issue is found to be with your equipment or wiring in the home, there would be a charge for the visit. If the issue is found to be with Comcast equipment or wiring outside the home, there would be no charge for the appointment. 

 

"If the signal is fine, I fully understand the modem will have to be replaced.  What I'm not so fine with is replacing the modem and then discovering that the problem was in the network all along."

 

I understand where you are coming from. A technician visit will not be necessary to check your signal; I can to that for you here.

 

"I think it would be nice if Xfinity notified customers with modem models going EOL that their modems will no longer function correctly after a certain date"

 

I understand where you are coming from and will pass this feedback along so that we can provide you a better experience in the future.

 

"I would consider this, but last I looked, the rental fee was high enough that a modem could be purchased with only a few months' rent.  Please let me know if I'm wrong about that."

 

There is a monthly cost for renting a modem from us, however, we are not able to provide quotes publicly. I can provide a quote to you privately, once we have your account verified, and you are welcome to share it here for public knowledge. Or, if one of our Forums Community members comes across this thread, they are welcome to publicly educate on the rental costs. Personally, I rent my equipment. To me, the cost is nominal and worth it due to the support I receive by renting.

 

I would be very happy to look into your signal from here and provide you with a quote. Please send a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.

 

1. Click "Sign In" if necessary
2. Click the "Direct Messaging" icon (upper right corner of this page)
3. Click the "New message" (pencil and paper) icon
4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
5. Type your message in the text area near the bottom of the window
6. Press Enter to send your message

Update...

A technician came for a visit yesterday.  He was very helpful, and he found several issues...

1. At some point, a noise filter had been inserted on my service line at the tap on the utility pole, presumably because noise had been detected coming from my line.  This is what prevented more than 1 upstream channel from working, and was most likely the cause of the intermittent drop-outs.  The tech removed removed the filter.
2. The signal levels reported by my modem were not within the range that Xfinity expects.  From my OP, I was seeing power levels around +9 dBmW on the downstream side and +24 dBmV up.  The tech installed a directional coupler (looks like a splitter) that attenuates 12 dB in the higher frequency band used for downstream and 1.2 dB in the lower band that's used for upstream.  The modem is now reporting 0 to -2 dBmV downstream, and around +36 dBmV up.
3. In my experiments over the last few weeks, I had failed to re-tighten the cable 'F' connector at the modem sufficiently.  This could have created noise on the line.
4. The jacket of the cable at the utility pole had been chewed in one place, probably by one of the crazy squirrels in my neighborhood.  The tech replaced that cable run.

The technician also explained that the reason my modem is no longer officially supported is not that it's incompatible, but that it no longer receives firmware updates from the manufacturer.  So certainly, one would not want to purchase this model for a new installation, but the network still fully supports DOCSIS 3.0 modems, and mine seems to be working just fine.

I've seen no issues since then.  I ran a continuous ping test yesterday and overnight, and have not seen any drop-outs, where before I would often see several per hour.

So I think a couple lessons could be drawn from this experience...

• The tech explained why they sometimes install noise filters on customers' lines, and I understand the reasoning.  However, in my case at least, I think it would have been nice if Xfinity let me know they had detected noise on my line and what they had done to suppress it, rather than quietly installing a filter and leaving me to discover and deal with the issue [see next item].
• In my opinion, Xfinity's initial customer support could use some improvement when it comes to troubleshooting issues like this.  Many support organizations, including other Internet service providers, have multiple "tiers" of support, where the first tier handles the routine issues -- "is it powered on", "is it connected", "let's try rebooting" sorts of things.  Issues that are more complicated get escalated to a higher tier for for more in-depth analysis.  With one provider I've worked with recently, I was able to get to a human on the first call, and was transferred to someone who could troubleshoot.  As a customer with some technical background, I have to say the Xfinity initial experience was a bit frustrating.  Thanks to the people responding on this forum - specifically to @XfinityElizabethA for eventually doing some additional testing on the network side, and for arranging the technician visit.  And thanks to the tech (Bob) for not only finding and fixing the issues, but being willing to explain them.
• For the record, just because a modem is no longer officially supported, doesn't mean that troubleshooting can't be done, or that it can't function properly on the network. :-)
• With 'F' connectors, "finger tight" isn't really enough, especially if the devices or cables are subject to motion or vibration.  My fault on that one.

Thanks much - I'm happy that my service is back to normal!