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Arris Surfboard SB6183 Modem issues/dropping internet connections
Good morning/afternoon everyone,
I've been trying to figure out what's been going on with my internet the last couples of days. I have a TP-Link AC1750 router and I have done everything I could do on that end to rule them out to be the issue. So I looked through my modems event log, and this is what it showed me which makes me think it is the culprit behind my spontaneous internet dropping/reconnecting. I apologize for the long post ahead of time.
Here is my event log and status screen.
Thank you all ahead of time.
| Sun Nov 20 16:00:03 2022 | Critical (3) | No Ranging Response received - T3 time-out |
| Sun Nov 20 16:19:29 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sun Nov 20 16:20:06 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing |
| Sun Nov 20 16:20:13 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing |
| Sun Nov 20 16:20:26 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing |
| Sun Nov 20 16:20:34 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing; |
| Sun Nov 20 16:20:39 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sun Nov 20 16:21:16 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing |
| Sun Nov 20 16:21:23 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing |
| Sun Nov 20 16:22:16 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing |
| Sun Nov 20 16:23:18 2022 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Sun Nov 20 16:30:21 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| Sun Nov 20 16:30:53 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| Sun Nov 20 16:31:29 2022 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Mon Nov 21 10:36:43 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-ou |
| Mon Nov 28 08:56:18 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| Mon Nov 28 08:56:25 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| Mon Nov 28 08:57:13 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| Mon Nov 28 08:57:13 2022 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Mon Nov 28 08:57:33 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| Mon Nov 28 08:57:33 2022 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Mon Nov 28 08:57:54 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| Mon Nov 28 08:57:54 2022 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Mon Nov 28 08:58:03 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| Mon Nov 28 08:58:04 2022 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing |
| Mon Nov 28 08:58:13 2022 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time ou |
| Time Not Established | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Thu Dec 08 13:20:39 2022 | Critical (3) | REG RSP not received |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Sat Dec 10 12:27:24 2022 | Critical (3) | REG RSP not received |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out |
| Fri Dec 16 20:40:28 2022 | Critical (3) | REG RSP not received |
| Fri Dec 16 20:41:50 2022 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing |
| Fri Dec 16 20:41:55 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Fri Dec 16 20:42:23 2022 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Fri Dec 16 20:42:54 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Fri Dec 16 20:43:27 2022 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Fri Dec 16 20:43:42 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Fri Dec 16 20:43:59 2022 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Fri Dec 16 20:51:14 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Fri Dec 16 20:51:14 2022 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing |
| Fri Dec 16 20:51:29 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Fri Dec 16 20:51:35 2022 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing |
| Fri Dec 16 20:51:53 2022 | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing; |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| Time Not Established | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Fri Dec 16 21:00:50 2022 | Critical (3) | REG RSP not received |
| Fri Dec 16 21:22:14 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Fri Dec 16 21:22:14 2022 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing |
| Fri Dec 16 21:22:17 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Fri Dec 16 21:22:47 2022 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Fri Dec 16 21:29:59 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out; |
| Fri Dec 16 21:33:32 2022 | Critical (3) | Resetting the cable modem due to docsDevResetNow |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Fri Dec 16 21:34:50 2022 | Critical (3) | REG RSP not received |
| Fri Dec 16 21:36:03 2022 | Critical (3) | Resetting the cable modem due to docsDevResetNow |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out |
| Fri Dec 16 22:12:59 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out; |
| Fri Dec 16 22:13:19 2022 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing |
| Fri Dec 16 22:13:24 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Fri Dec 16 22:14:57 2022 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Fri Dec 16 22:38:22 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sat Dec 17 00:04:57 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sat Dec 17 00:05:29 2022 | Critical (3) | Unicast Ranging Received Abort Response - Re-initializing MAC |
| Sat Dec 17 00:05:43 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sat Dec 17 00:06:02 2022 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Sat Dec 17 00:16:52 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out; |
| Sat Dec 17 00:16:52 2022 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted |
| Sat Dec 17 00:16:52 2022 | Critical (3) | 16 consecutive T3 timeouts while trying to range on upstream channel 0 |
| Sat Dec 17 00:17:32 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sat Dec 17 00:17:32 2022 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted |
| Sat Dec 17 00:17:32 2022 | Critical (3) | 16 consecutive T3 timeouts while trying to range on upstream channel 1 |
| Sat Dec 17 00:28:39 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out; |
| Sat Dec 17 00:30:51 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sat Dec 17 00:30:51 2022 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted |
| Sat Dec 17 00:30:51 2022 | Critical (3) | 16 consecutive T3 timeouts while trying to range on upstream channel 0 |
| Sat Dec 17 00:31:53 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sat Dec 17 03:40:32 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sat Dec 17 06:59:00 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sat Dec 17 07:05:43 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sat Dec 17 08:05:14 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sat Dec 17 08:05:34 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sat Dec 17 08:06:42 2022 | Critical (3) | Resetting the cable modem due to docsDevResetNow |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| Time Not Established | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Time Not Established | Warning (5) | ToD request sent - No Response received |
| Sat Dec 17 08:07:45 2022 | Critical (3) | REG RSP not received |
| Sat Dec 17 08:25:55 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out; |
| Sat Dec 17 08:25:55 2022 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted |
| Sat Dec 17 08:25:55 2022 | Critical (3) | 16 consecutive T3 timeouts while trying to range on upstream channel 1;; |
| Sat Dec 17 08:27:15 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sat Dec 17 08:27:55 2022 | Warning (5) | Dynamic Range Window violation |
| Sat Dec 17 08:30:03 2022 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| Sat Dec 17 08:30:22 2022 | Warning (5) | Dynamic Range Window violation |
| Startup Procedure | ||
|---|---|---|
| Procedure | Status | Comment |
| Acquire Downstream Channel | Locked | |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | |
| Security | Enabled | BPI+ |
| DOCSIS Network Access Enabled | Allowed | |
| Downstream Bonded Channels | ||||||||
|---|---|---|---|---|---|---|---|---|
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Corrected | Uncorrectables |
| 1 | Locked | QAM256 | 13 | 495000000 Hz | 4.3 dBmV | 38.1 dB | 8208 | 13663 |
| 2 | Locked | QAM256 | 1 | 423000000 Hz | 3.0 dBmV | 38.2 dB | 8672 | 11341 |
| 3 | Locked | QAM256 | 2 | 429000000 Hz | 3.2 dBmV | 38.3 dB | 8912 | 13870 |
| 4 | Locked | QAM256 | 3 | 435000000 Hz | 3.5 dBmV | 38.3 dB | 8243 | 12225 |
| 5 | Locked | QAM256 | 4 | 441000000 Hz | 3.5 dBmV | 38.3 dB | 8094 | 8777 |
| 6 | Locked | QAM256 | 5 | 447000000 Hz | 3.3 dBmV | 38.2 dB | 8401 | 9321 |
| 7 | Locked | QAM256 | 6 | 453000000 Hz | 3.3 dBmV | 38.2 dB | 8748 | 11240 |
| 8 | Locked | QAM256 | 7 | 459000000 Hz | 3.7 dBmV | 38.2 dB | 8990 | 14050 |
| 9 | Locked | QAM256 | 8 | 465000000 Hz | 4.1 dBmV | 38.3 dB | 8140 | 13751 |
| 10 | Locked | QAM256 | 9 | 471000000 Hz | 4.3 dBmV | 38.3 dB | 7666 | 9235 |
| 11 | Locked | QAM256 | 10 | 477000000 Hz | 4.0 dBmV | 38.2 dB | 8502 | 8157 |
| 12 | Locked | QAM256 | 11 | 483000000 Hz | 3.7 dBmV | 38.1 dB | 9142 | 10397 |
| 13 | Locked | QAM256 | 12 | 489000000 Hz | 4.0 dBmV | 38.1 dB | 9019 | 13506 |
| 14 | Locked | QAM256 | 14 | 507000000 Hz | 4.4 dBmV | 37.7 dB | 8412 | 8047 |
| 15 | Locked | QAM256 | 15 | 513000000 Hz | 4.2 dBmV | 38.1 dB | 8789 | 9121 |
| 16 | Locked | QAM256 | 16 | 519000000 Hz | 4.3 dBmV | 38.0 dB | 9265 | 12470 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 3 | 5120 Ksym/sec | 22800000 Hz | 48.0 dBmV |
| 2 | Locked | ATDMA | 2 | 5120 Ksym/sec | 16400000 Hz | 47.4 dBmV |
| 3 | Locked | ATDMA | 4 | 5120 Ksym/sec | 29200000 Hz | 47.9 dBmV |
| 4 | Locked | ATDMA | 5 | 5120 Ksym/sec | 35600000 Hz | 48.9 dBmV |
Current System Time: Sat Dec 17 09:08:32 2022
EG
Expert
•
110K Messages
2 years ago
Please redact all of the CM MAC and the CMTS MAC addresses in your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".
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EG
Expert
•
110K Messages
2 years ago
@Zephyl No Worries ! 😊 Your post has now been made publically viewable again.
So. The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it !
(edited)
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XfinityKei
Official Employee
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1.4K Messages
2 years ago
@Zephyl Thanks for bringing your connection concerns to our attention. I am happy to take a closer look at your connection and network to assist more. Please send our team a direct message with your full name and full address so that we can assist you further.
To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• 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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vtpeco
New Poster
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2 Messages
2 years ago
I'm having the same problem but am not trying to hijack this thread. I would just like to know how to wire a splitter at the initial drop to the modem and the rest of the house. I have NO splitters and only one coax cable to my modem. That modem is wired to my wireless router. Everything feeds off the wireless router....computers, phones, and other devices. Only 1 TV is wired directly to the router via an ethernet cable. Maybe the split is only valid if I had a cable TV box? Thanks.
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