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user_j4i4ba
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2 Messages

Friday, June 21st, 2024 2:25 PM

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Arris surfboard model=SB8200 modem keeps resetting.

Hello. My modem keeps losing connection. This usually lasts about 5 minutes before it comes back up. This has been happening ~3-10 times per day, mostly in the evening. The only recent message I ever see in the logs looks like:

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;

Occasionally I end up restarting the modem manually when it doesn't seem to be coming back.

The channels always seem to be in a reasonable range when I check them. For example:

Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
5 Locked QAM256 507000000 Hz 2.9 dBmV 40.7 dB 0 0
2 Locked QAM256 489000000 Hz 3.4 dBmV 40.9 dB 0 0
3 Locked QAM256 495000000 Hz 3.3 dBmV 40.9 dB 0 0
4 Locked QAM256 501000000 Hz 3.0 dBmV 40.8 dB 0 0
6 Locked QAM256 513000000 Hz 2.6 dBmV 40.6 dB 0 0
7 Locked QAM256 519000000 Hz 2.5 dBmV 40.7 dB 0 0
8 Locked QAM256 525000000 Hz 2.5 dBmV 40.8 dB 0 0
9 Locked QAM256 531000000 Hz 2.6 dBmV 40.9 dB 0 0
10 Locked QAM256 537000000 Hz 2.6 dBmV 40.7 dB 0 0
11 Locked QAM256 543000000 Hz 2.4 dBmV 40.7 dB 0 0
12 Locked QAM256 549000000 Hz 2.3 dBmV 40.5 dB 0 0
13 Locked QAM256 555000000 Hz 2.3 dBmV 40.4 dB 0 0
14 Locked QAM256 561000000 Hz 2.4 dBmV 40.5 dB 0 0
15 Locked QAM256 567000000 Hz 2.4 dBmV 40.7 dB 0 0
16 Locked QAM256 573000000 Hz 2.3 dBmV 40.6 dB 0 0
17 Locked QAM256 579000000 Hz 2.3 dBmV 40.4 dB 0 0
18 Locked QAM256 585000000 Hz 2.0 dBmV 40.3 dB 0 0
19 Locked QAM256 591000000 Hz 2.1 dBmV 40.3 dB 0 0
20 Locked QAM256 597000000 Hz 2.2 dBmV 40.4 dB 0 0
21 Locked QAM256 603000000 Hz 2.2 dBmV 40.2 dB 0 0
22 Locked QAM256 609000000 Hz 2.1 dBmV 40.3 dB 0 0
23 Locked QAM256 615000000 Hz 2.0 dBmV 40.3 dB 0 0
24 Locked QAM256 621000000 Hz 1.9 dBmV 40.2 dB 0 0
25 Locked QAM256 627000000 Hz 1.8 dBmV 40.2 dB 0 0
26 Locked QAM256 633000000 Hz 2.0 dBmV 40.2 dB 0 0
27 Locked QAM256 639000000 Hz 1.9 dBmV 40.3 dB 0 0
28 Locked QAM256 645000000 Hz 2.0 dBmV 40.4 dB 0 0
30 Locked QAM256 651000000 Hz 1.8 dBmV 40.3 dB 0 0
31 Locked QAM256 657000000 Hz 1.7 dBmV 40.2 dB 0 0
32 Locked QAM256 663000000 Hz 1.6 dBmV 40.2 dB 0 0
33 Locked QAM256 669000000 Hz 1.4 dBmV 40.2 dB 0 0
37 Locked Other 690000000 Hz 1.1 dBmV 35.2 dB 153374908 0


 

Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 6 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 45.0 dBmV
2 7 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 45.0 dBmV
3 8 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 46.0 dBmV
4 9 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 46.0 dBmV
5 12 Locked SC-QAM Upstream 39600000 Hz 1600000 Hz 46.0 dBmV

Question

 • 

Updated 

11 months ago

 • Edited

169

1

0

XfinityBillie

Official Employee

 • 

3.3K Messages

11 months ago

@user_j4i4ba Thank you for taking the time to reach out to us here on our Xfinity Forums. Other than restarting the modem, have you also checked that the coaxial cable is secure at both the modem and the wall plate and there are no unnecessary splitters in use between the modem and wall plate? Are you losing just Wi-Fi connectivity, or also connection with any devices hardwired via Ethernet? Are you using a standalone router as well as the modem?

2

0

user_j4i4ba

2 Messages

Yes I've checked all the cable connections etc. The wifi is standalone and not the problem. I borrowed another modem and things seem ok so far, so I think my modem was going bad.

11 months ago

0

XfinityBillie

Official Employee

 • 

3.3K Messages

@user_j4i4ba It's always a bummer when the modem goes! I'm going to set a reminder and reach back out here in a few days to make sure that the modem was the culprit for the dropped connections. If you are still experiencing the drops let us know and we can continue troubleshooting.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

11 months ago

0

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