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Arris S33 & Connectivity Issues
For the past few days my connection has been going in and out, high latency, or high errors. It can go down for a few minutes, then back online, or can be down for a few hours. It was down for hours Monday night, after 2 hours chatting with support, they got it working (they couldn't say how) and then an hour later, it went down and was offline until mid day Tuesday. I came home from work and there were 2 trucks out front messing with my box (I'm last on the street). They said there was noise coming from my house causing the issue. I checked my connection at the modem, tried to tighten the cable (it was snug) and went back upstairs to find them at my door saying it was all fixed... ? It was stable last night but then starting around 1am, it was bouncing on/offline again every few minutes. At 7:46am it was restored (we did nothing) and it worked until 11:42am, down again. Then back online and I've been online (working from home) since 1pm. I see a log event in my router at 2:32 for high latency but otherwise it seems to be ok.
Looking at my S33 logs, there are loads of Event Level 6 log entries. I haven't tried to decode these yet in the DOCSIS spec but if anyone knows of a decoder ring for level 1-6 and what's "bad", that would be helpful.
Any thoughts on my signal values and possible connectivity issues:
| Downstream Bonded Channels | |||||||
|---|---|---|---|---|---|---|---|
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 5 | Locked | QAM256 | 549000000 Hz | -14 dBmV | 36 dB | 1672548 | 25856 |
| 2 | Locked | QAM256 | 531000000 Hz | -14 dBmV | 36 dB | 431 | 599 |
| 3 | Locked | QAM256 | 537000000 Hz | -14 dBmV | 36 dB | 2609983 | 12418460 |
| 4 | Locked | QAM256 | 543000000 Hz | -14 dBmV | 36 dB | 3347160 | 80131 |
| 6 | Locked | QAM256 | 555000000 Hz | -14 dBmV | 36 dB | 635444 | 98983 |
| 7 | Locked | QAM256 | 561000000 Hz | -13 dBmV | 37 dB | 420620 | 121035 |
| 8 | Locked | QAM256 | 567000000 Hz | -12 dBmV | 37 dB | 475641 | 199881 |
| 9 | Locked | QAM256 | 573000000 Hz | -12 dBmV | 37 dB | 467581 | 155067 |
| 10 | Locked | QAM256 | 579000000 Hz | -12 dBmV | 37 dB | 293735 | 24972 |
| 11 | Locked | QAM256 | 585000000 Hz | -12 dBmV | 37 dB | 93229480 | 13995903 |
| 12 | Locked | QAM256 | 591000000 Hz | -12 dBmV | 37 dB | 41673645 | 1368114 |
| 13 | Locked | QAM256 | 597000000 Hz | -12 dBmV | 37 dB | 119518652 | 51542816 |
| 14 | Locked | QAM256 | 603000000 Hz | -13 dBmV | 37 dB | 80809 | 3169 |
| 15 | Locked | QAM256 | 609000000 Hz | -12 dBmV | 37 dB | 37041 | 2573 |
| 16 | Locked | QAM256 | 615000000 Hz | -12 dBmV | 37 dB | 7072 | 2729 |
| 17 | Locked | QAM256 | 621000000 Hz | -12 dBmV | 37 dB | 8906736 | 20107728 |
| 18 | Locked | QAM256 | 627000000 Hz | -12 dBmV | 0 dB | 1804564 | 4123480 |
| 19 | Locked | QAM256 | 633000000 Hz | -12 dBmV | 37 dB | 1440718 | 5074968 |
| 20 | Locked | QAM256 | 639000000 Hz | -13 dBmV | 37 dB | 2343410 | 6638241 |
| 21 | Locked | QAM256 | 645000000 Hz | -13 dBmV | 37 dB | 13669 | 64352 |
| 22 | Locked | QAM256 | 651000000 Hz | -13 dBmV | 37 dB | 10556 | 5142 |
| 23 | Locked | QAM256 | 657000000 Hz | -12 dBmV | 37 dB | 14847 | 3878 |
| 24 | Locked | QAM256 | 663000000 Hz | -12 dBmV | 38 dB | 1791 | 2747 |
| 25 | Locked | QAM256 | 669000000 Hz | -12 dBmV | 37 dB | 11327 | 21904 |
| 26 | Locked | QAM256 | 675000000 Hz | -11 dBmV | 37 dB | 182814 | 17827 |
| 27 | Locked | QAM256 | 681000000 Hz | -12 dBmV | 38 dB | 4607 | 5384 |
| 28 | Locked | QAM256 | 687000000 Hz | -11 dBmV | 38 dB | 4007 | 13157 |
| 29 | Locked | QAM256 | 693000000 Hz | -11 dBmV | 38 dB | 1755 | 2657 |
| 30 | Locked | QAM256 | 699000000 Hz | -11 dBmV | 38 dB | 2389 | 2661 |
| 31 | Locked | QAM256 | 705000000 Hz | -11 dBmV | 38 dB | 78718 | 283767 |
| 32 | Locked | QAM256 | 711000000 Hz | -11 dBmV | 38 dB | 51699 | 201734 |
| 37 | Locked | OFDM PLC | 762000000 Hz | -10 dBmV | 38 dB | 1946234614 | 97747507 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel ID | Lock Status | US Channel Type | Frequency | Width | Power | |
| 1 | Locked | SC-QAM | 35600000 Hz | 6400000 | 46.0 dBmV | |
| 2 | Locked | SC-QAM | 29200000 Hz | 6400000 | 45.3 dBmV | |
| 3 | Locked | SC-QAM | 22800000 Hz | 6400000 | 45.5 dBmV | |
| 4 | Locked | SC-QAM | 16400000 Hz | 6400000 | 44.5 dBmV | |
| 5 | Locked | SC-QAM | 40400000 Hz | 3200000 | 45.5 dBmV | |
The frustrating part is I haven't changed anything in months on my home network. I use a Ubiquiti Dream Router, a couple of Ubiquiti Switches and an AC Pro AP for a far corner of the house. No cable changes, nothing.
BruceW
Gold Problem Solver
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26.3K Messages
2 years ago
The downstream power levels are out of spec (too low), the SNR values should be a bit higher, and the error counts are far too high. Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
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 and an employee does not respond to your message here, call their techs back out and make sure they identify the cause and correct it.
If the techs 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.
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XfinityShawn
Official Employee
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1.4K Messages
2 years ago
@TheBradyReport Our team can help you with your connectivity issues today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
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