1 Message
Arris SB6190 - Lots of Timeout/Partial Service errors in log and loss of connectivity multiple times per day
Over the past few months I have been experiencing temporary internet drops multiple times per day. The dropouts only last for a minute as the modem resyncs, but I have been unable to resolve the issue.
I have confirmed the modem is not overheating, replaced the power supply to the unit, and I have no cable splitters in line with the cable modem. It is directly connected to the outside feed.
Below are some log entries as well as the channel with high errors shown. I've also noticed some of the channels seem to lose lock frequently and have a lower error count.
[Log Removed: "Personal Information"]
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Corrected | Uncorrectables |
| 1 | Locked | 256QAM | 4 | 453.00 MHz | 10.20 dBmV | 43.38 dB | 68624 | 481554 |
| 2 | Locked | 256QAM | 1 | 435.00 MHz | 9.90 dBmV | 40.95 dB | 69933 | 467907 |
| 3 | Locked | 256QAM | 2 | 441.00 MHz | 10.10 dBmV | 40.95 dB | 61756 | 457100 |
| 4 | Locked | 256QAM | 3 | 447.00 MHz | 10.10 dBmV | 40.95 dB | 67213 | 471889 |
| 5 | Locked | 256QAM | 5 | 459.00 MHz | 10.30 dBmV | 40.95 dB | 70234 | 484187 |
| 6 | Locked | 256QAM | 6 | 465.00 MHz | 10.40 dBmV | 40.95 dB | 68473 | 472111 |
| 7 | Locked | 256QAM | 7 | 471.00 MHz | 10.50 dBmV | 40.95 dB | 69681 | 496903 |
| 8 | Locked | 256QAM | 8 | 477.00 MHz | 10.60 dBmV | 44.63 dB | 71459 | 494339 |
| 9 | Locked | 256QAM | 9 | 483.00 MHz | 10.70 dBmV | 43.38 dB | 72753 | 509045 |
| 10 | Locked | 256QAM | 10 | 489.00 MHz | 10.60 dBmV | 40.95 dB | 72793 | 512644 |
| 11 | Locked | 256QAM | 11 | 495.00 MHz | 10.70 dBmV | 42.41 dB | 76251 | 523946 |
| 12 | Locked | 256QAM | 12 | 501.00 MHz | 10.80 dBmV | 40.95 dB | 74063 | 531411 |
| 13 | Locked | 256QAM | 13 | 507.00 MHz | 10.70 dBmV | 43.38 dB | 78942 | 536473 |
| 14 | Locked | 256QAM | 14 | 513.00 MHz | 10.80 dBmV | 40.95 dB | 79128 | 535591 |
| 15 | Locked | 256QAM | 15 | 519.00 MHz | 10.90 dBmV | 40.95 dB | 80765 | 568978 |
| 16 | Locked | 256QAM | 16 | 525.00 MHz | 11.10 dBmV | 40.95 dB | 73747 | 559809 |
| 17 | Locked | 256QAM | 17 | 531.00 MHz | 11.10 dBmV | 41.62 dB | 81576 | 575490 |
| 18 | Locked | 256QAM | 18 | 537.00 MHz | 11.30 dBmV | 43.38 dB | 83414 | 579853 |
| 19 | Locked | 256QAM | 19 | 543.00 MHz | 11.30 dBmV | 43.38 dB | 85590 | 590812 |
| 20 | Locked | 256QAM | 20 | 549.00 MHz | 11.40 dBmV | 40.95 dB | 77471 | 593647 |
| 21 | Locked | 256QAM | 21 | 555.00 MHz | 11.40 dBmV | 40.95 dB | 82977 | 587767 |
| 22 | Locked | 256QAM | 22 | 561.00 MHz | 11.50 dBmV | 41.62 dB | 85129 | 589450 |
| 23 | Locked | 256QAM | 23 | 567.00 MHz | 11.50 dBmV | 40.95 dB | 81167 | 570296 |
| 24 | Locked | 256QAM | 24 | 573.00 MHz | 11.40 dBmV | 40.95 dB | 80546 | 596219 |
| 25 | Locked | 256QAM | 25 | 579.00 MHz | 11.50 dBmV | 41.90 dB | 556 | 7409 |
| 26 | Locked | 256QAM | 26 | 585.00 MHz | 11.50 dBmV | 41.90 dB | 376 | 7256 |
| 27 | Locked | 256QAM | 27 | 591.00 MHz | 11.50 dBmV | 41.90 dB | 982 | 7569 |
| 28 | Locked | 256QAM | 28 | 597.00 MHz | 11.60 dBmV | 41.90 dB | 381 | 6718 |
| 29 | Locked | 256QAM | 29 | 603.00 MHz | 11.70 dBmV | 41.90 dB | 439 | 6969 |
| 30 | Locked | 256QAM | 30 | 609.00 MHz | 11.80 dBmV | 41.90 dB | 269 | 5962 |
| 31 | Locked | 256QAM | 31 | 615.00 MHz | 11.90 dBmV | 39.20 dB | 524 | 6241 |
| 32 | Locked | 256QAM | 32 | 621.00 MHz | 11.80 dBmV | 41.90 dB | 659 | 8196 |
| Tue Jan 16 12:55:01 2024 | 5 | Lost MDD Timeout; |
| Tue Jan 16 12:55:21 2024 | 5 | RCS Partial Service; |
| Tue Jan 16 12:56:50 2024 | 3 | SYNC Timing Synchronization failure - Loss of Sync; |
| Tue Jan 16 12:56:54 2024 | 5 | RCS Partial Service; |
| Tue Jan 16 13:01:43 2024 | 5 | Lost MDD Timeout; |
| Tue Jan 16 13:02:12 2024 | 5 | RCS Partial Service; |
| Tue Jan 16 13:03:05 2024 | 5 | Lost MDD Timeout; |
| Tue Jan 16 13:03:17 2024 | 5 | RCS Partial Service; |
| Tue Jan 16 13:04:26 2024 | 3 | SYNC Timing Synchronization failure - Loss of Sync; |
| Tue Jan 16 13:04:27 2024 | 5 | RCS Partial Service; |
| Tue Jan 16 13:04:40 2024 | 3 | SYNC Timing Synchronization failure - Loss of Sync; |
| Tue Jan 16 13:04:40 2024 | 5 | RCS Partial Service; |
| Tue Jan 16 13:07:28 2024 | 5 | Lost MDD Timeout; |
| Tue Jan 16 13:07:28 2024 | 5 | RCS Partial Service; |
| Tue Jan 16 13:09:12 2024 | 5 | Lost MDD Timeout; |
| Tue Jan 16 13:09:32 2024 | 5 | RCS Partial Service; |
| Tue Jan 16 13:13:06 2024 | 5 | Lost MDD Timeout; |
| Tue Jan 16 13:13:18 2024 | 5 | RCS Partial Service; |
| Tue Jan 16 13:15:34 2024 | 5 | Lost MDD Timeout; |
| Tue Jan 16 13:15:49 2024 | 5 | RCS Partial Service; |
XfinityEricB
Official Employee
•
2.2K Messages
1 year ago
Hello @droobah, and thanks you for reaching out with your connection concern. I would be happy to help in any way I can.
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
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