Regular Visitor
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8 Messages
Arris Surfboard 8200 - Low Upstream Signal from Comcast
Hi,
I have a brand new Arris Surfboard 8200 DocSis 3.1 capable Modem. My internet is excellent, 95% of the time. I'm getting 720 MBPS down and 18 MBPS up when it's working. The issue is that the connection will randomly drop fairly frequently. I lose connection randomly ~1 every 24 hours. The upstream signal is between 40-42 (picture below), which Arris support says is the problem. I had a tech out for a line visit last weekend and he said the signal was pretty weak, but that it's probably the modem.
It's clearly not the modem if the power is below the min spec, what do I do? I noticed that there is a Motorola Modem recommended that has a wider acceptable power range
I hate this customer experience.
Nerd
Expert
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24.4K Messages
5 years ago
The upstream power levels are fine. Consider renting a modem temporarily for troubleshooting purposes.
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dkunysz
Regular Visitor
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8 Messages
5 years ago
Update,
I wanted to test if it was an issue with the modem. So I've switched to a different owned Modem (Motorola MB8600). When I first installed it, everything worked fine. It connected to Comcast, showed up in the MyXfinity App, and connected perfectly. No errors in the error log, etc.
Fast forward two days, and the issue is back. The modem drops off intermittently. The internet is blazing fast when it's properly broadcasting the signal, but I'm getting the exact same errors as with the other modem.
A tech came out and said that there was a lot of noise and he saw poor signal quality and made severla changes including, replacing the booter on my house. After his visit the signal was temporarily better and it worked well but still is causing problems.
The internet died a few times today where I was dropping pings and it seems to last for a 30 min period and then it will start working without issue. I have called Comcast and all I get is "there must be a modem problem." I know it's an issue with Comcast linking up to the approved modems bc now the Xfinity App can't read the modem. Additionally, it's showing that I've used zero data since moving in, which I'm guessing is also a problem. Please help!
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EG
Expert
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111.5K Messages
5 years ago
Please post the upstream power level numbers again but this time include the downstream power level and the SNR numbers.
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EG
Expert
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111.5K Messages
5 years ago
Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.
Or copy all of the text of the status page and paste it into the body of your next post here.
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dkunysz
Regular Visitor
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8 Messages
5 years ago
Upstream, downstream and the operational status. You'll note that the Modem has only been connected for the last 19 hours, which I believe means that my modem is continually being kicked off the network.
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