Arris S33 issues; not getting rated speeds, and packet loss

Hello,

I got Xfinity service yesterday. For the first few hours, everything was fine, but since then I am not getting the download speeds I am paying for. I am in the 800mbps tier, and I am currently only getting 300-450 mbps. My modem has disconnected on two occasions in the past 24 hours. I get packet loss anywhere from 2-7% while gaming, and the connection is very inconsistent when using Skype or other video conferencing apps. Everything is wired thru my ASUS RT-AX86U router. I have also hardwired my PC straight to the modem, and the same issues occur. This what my S33 shows signal wise:

Procedure	Status	Comment
Acquire Downstream Channel	579000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed

Downstream Bonded Channels
Channel ID	Lock Status	Modulation	Frequency	Power	SNR/MER	Corrected	Uncorrectables
17	Locked	QAM256	579000000 Hz	11 dBmV	39 dB	132	0
1	Locked	QAM256	483000000 Hz	11 dBmV	39 dB	12	0
2	Locked	QAM256	489000000 Hz	11 dBmV	39 dB	7	0
3	Locked	QAM256	495000000 Hz	11 dBmV	39 dB	9	0
4	Locked	QAM256	501000000 Hz	11 dBmV	39 dB	10	0
5	Locked	QAM256	507000000 Hz	11 dBmV	39 dB	25	0
6	Locked	QAM256	513000000 Hz	11 dBmV	39 dB	21	0
7	Locked	QAM256	519000000 Hz	11 dBmV	39 dB	23	0
8	Locked	QAM256	525000000 Hz	11 dBmV	39 dB	28	0
9	Locked	QAM256	531000000 Hz	11 dBmV	39 dB	31	0
10	Locked	QAM256	537000000 Hz	11 dBmV	39 dB	44	0
11	Locked	QAM256	543000000 Hz	11 dBmV	39 dB	66	0
12	Locked	QAM256	549000000 Hz	11 dBmV	39 dB	64	0
13	Locked	QAM256	555000000 Hz	11 dBmV	39 dB	67	0
14	Locked	QAM256	561000000 Hz	11 dBmV	39 dB	70	0
15	Locked	QAM256	567000000 Hz	11 dBmV	39 dB	129	0
16	Locked	QAM256	573000000 Hz	11 dBmV	39 dB	146	0
18	Locked	QAM256	585000000 Hz	12 dBmV	39 dB	139	0
19	Locked	QAM256	591000000 Hz	12 dBmV	39 dB	149	0
25	Locked	OFDM PLC	722000000 Hz	13 dBmV	38 dB	1283484629	0
33	Locked	QAM256	459000000 Hz	10 dBmV	39 dB	9	0
34	Locked	QAM256	465000000 Hz	10 dBmV	39 dB	11	0
35	Locked	QAM256	471000000 Hz	10 dBmV	39 dB	15	0
36	Locked	QAM256	477000000 Hz	11 dBmV	39 dB	3	0
38	Locked	QAM256	429000000 Hz	10 dBmV	39 dB	4	0
39	Locked	QAM256	435000000 Hz	10 dBmV	39 dB	5	0
40	Locked	QAM256	441000000 Hz	10 dBmV	39 dB	6	0
41	Locked	QAM256	453000000 Hz	10 dBmV	39 dB	9	0
42	Locked	QAM256	405000000 Hz	10 dBmV	39 dB	3	0
43	Locked	QAM256	411000000 Hz	10 dBmV	39 dB	2	0
44	Locked	QAM256	417000000 Hz	10 dBmV	39 dB	2	0
45	Locked	QAM256	423000000 Hz	10 dBmV	39 dB	2	0

Upstream Bonded Channels
Channel ID	Lock Status	US Channel Type	Frequency	Width	Power
1	Locked	SC-QAM	35600000 Hz	6400000	42.8 dBmV
2	Locked	SC-QAM	29200000 Hz	6400000	42.8 dBmV
3	Locked	SC-QAM	22800000 Hz	6400000	43.0 dBmV
4	Locked	SC-QAM	16400000 Hz	6400000	42.3 dBmV
5	Locked	SC-QAM	40400000 Hz	3200000	41.8 dBmV

31/12/1969 18:00:16	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 18:02:35	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Personal info];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:16	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 18:00:19	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Personal info];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:21	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969 18:00:35	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 18:00:35	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 18:00:35	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
29/10/2022 14:44:49	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:44:52	3	No Ranging Response received - T3 time-out;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:44:53	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:44:54	3	No Ranging Response received - T3 time-out;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:44:54	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:45:00	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
29/10/2022 14:45:15	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
29/10/2022 14:45:15	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
29/10/2022 14:45:15	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
29/10/2022 14:45:44	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:45:49	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:45:49	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:45:51	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:45:53	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:45:54	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:45:54	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:45:54	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:46:01	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
29/10/2022 14:46:05	3	No Ranging Response received - T3 time-out;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
29/10/2022 14:46:16	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
29/10/2022 14:46:16	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
29/10/2022 14:46:16	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969 18:00:16	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 18:00:19	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Personal info];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:20	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969 18:00:23	3	No Ranging Response received - T3 time-out;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:28	6	Honoring MDD; IP provisioning mode = IPv6
31/12/1969 18:00:38	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 18:00:38	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 18:00:38	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
29/10/2022 14:48:23	6	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;

Responses

M

mmoqeet2

Visitor

•

9 Messages

2 years ago

31/12/1969 18:00:16	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 18:00:19	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Personal info];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:21	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969 18:00:25	3	No Ranging Response received - T3 time-out;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:27	6	Honoring MDD; IP provisioning mode = IPv6
31/12/1969 18:00:36	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 18:00:36	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 18:00:36	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
30/10/2022 20:27:05	6	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Personal info];CMTS-MAC=[Personal info];CM-QOS=1.1;CM-VER=3.1;

Additional event log entries since yesterday. Not sure why the date is 1969?

Additionally, I called Xfinity this morning and was told that everything looks fine on their end, and that if a tech was to be sent out, I'd have to foot the bill. Still getting routine packet loss.

(edited)

3

0

EG

Expert

•

110.1K Messages

2 years ago

@mmoqeet2

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.

The downstream power is too high. It may be over-driving the front-end receiver circuit of the modem. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

Is there a drop amplifier on the coax cable line leading to the modem ? If so, try removing / bypassing it and see. If not, you can try installing a -6 dB attenuator pad on the coax line such as this one to knock that power level down and see;

https://www.amazon.com/line-Signal-Forward-Attenuator-FPA6-54/dp/B07882H96R

It won't affect the upstream power level which is in spec.

(edited)

3

0

M

mmoqeet2

Visitor

•

9 Messages

@EG Aside from a grounding block outside, there is no splitter or drop amplifier on the line. I will try the attenuator and see if it helps.

As an aside, I had service here a couple of years ago and a tech said that there was node congestion and some deteriorated equipment. Not sure if that was ever looked into.

2 years ago

0

U

user_308fdb

Visitor

•

1 Message

any updates? I have a similar setup. I have issues trying to figure out.

2 years ago

0

M

mmoqeet2

Visitor

•

9 Messages

@user_308fdb I got a 6dB attenuator, the one that was suggested in this thread. It did bring the modem levels down, and seems to have helped bring me closer to my rated speeds. However, and this is with or without the attenuator, I get a input delay in gaming now. I have checked all my peripherals like mouse, controller, keyboard, monitor etc to get the lowest input lag. Hasn't helped. Head scratching issue.

2 years ago

0

Your Home Network

mmoqeet2

Arris S33 issues; not getting rated speeds, and packet loss

mmoqeet2

EG

mmoqeet2

user_308fdb

mmoqeet2

New to the Community?