Arris Surfboard SB8200 Modem

Hello,

I am having constant issues with packet loss. I have tried another modem entirely and a new ethernet cable and the problem still happens.

I have also only connected one device directly to the modem and unplugged my router to see if that fixed it. It did not.

Comcast has sent technicians out twice. They do not see any issues. They are coming out again tomorrow, but I am not confident anything will be resolved.

Is anyone able to figure out what all these errors mean? For what it's worth, I've factory reset the modem and re-added it through the xfinity app. I have not tried having someone from support clear out my modem and try to start over.

Here are the errors in the event log:

06/24/2021 17:37	82000500	3	"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
06/24/2021 16:35	2436694061	5	"Dynamic Range Window violation"
06/24/2021 16:35	82001100	5	"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
06/24/2021 16:35	2436694061	5	"Dynamic Range Window violation"
06/24/2021 16:35	82001100	5	"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
06/24/2021 16:35	2436694061	5	"Dynamic Range Window violation"
06/24/2021 16:35	82001100	5	"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
06/24/2021 16:35	73050400	5	"REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
06/24/2021 16:35	67061600	6	"DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
06/24/2021 16:34	68001102	3	"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
06/24/2021 16:34	73040200	3	"TLV-11 - Illegal Set operation failed;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:02	2436694066	6	"Honoring MDD; IP provisioning mode = IPv6"

Here are the downstream/upstream levels:

Channel ID	Lock Status	Modulation	Frequency	Power	SNR/MER	Corrected	Uncorrectables
41	Locked	QAM256	651000000 Hz	-13.6 dBmV	38.3 dB	0	0
13	Locked	QAM256	483000000 Hz	-12.2 dBmV	40.2 dB	0	0
14	Locked	QAM256	489000000 Hz	-11.8 dBmV	40.4 dB	0	0
15	Locked	QAM256	495000000 Hz	-11.4 dBmV	40.7 dB	0	0
16	Locked	QAM256	501000000 Hz	-11.2 dBmV	40.9 dB	0	0
17	Locked	QAM256	507000000 Hz	-11.3 dBmV	40.7 dB	0	0
18	Locked	QAM256	513000000 Hz	-11.5 dBmV	40.6 dB	0	0
19	Locked	QAM256	519000000 Hz	-11.8 dBmV	40.3 dB	0	0
20	Locked	QAM256	525000000 Hz	-12.8 dBmV	39.6 dB	0	0
21	Locked	QAM256	531000000 Hz	-13.8 dBmV	39.0 dB	0	0
22	Locked	QAM256	537000000 Hz	-14.1 dBmV	38.7 dB	0	0
23	Locked	QAM256	543000000 Hz	-14.1 dBmV	38.5 dB	0	0
24	Locked	QAM256	549000000 Hz	-14.4 dBmV	38.4 dB	0	0
25	Locked	QAM256	555000000 Hz	-14.8 dBmV	37.9 dB	0	0
26	Locked	QAM256	561000000 Hz	-14.1 dBmV	38.4 dB	0	0
27	Locked	QAM256	567000000 Hz	-12.7 dBmV	39.2 dB	0	0
28	Locked	QAM256	573000000 Hz	-12.5 dBmV	39.4 dB	0	0
29	Locked	QAM256	579000000 Hz	-12.3 dBmV	39.5 dB	0	0
30	Locked	QAM256	585000000 Hz	-10.8 dBmV	40.4 dB	0	0
31	Locked	QAM256	591000000 Hz	-11.4 dBmV	39.9 dB	0	0
32	Locked	QAM256	597000000 Hz	-13.2 dBmV	38.6 dB	0	0
33	Locked	QAM256	603000000 Hz	-14.3 dBmV	37.8 dB	0	0
34	Locked	QAM256	609000000 Hz	-14.4 dBmV	37.7 dB	0	0
35	Locked	QAM256	615000000 Hz	-14.6 dBmV	37.4 dB	0	0
36	Locked	QAM256	621000000 Hz	-15.5 dBmV	36.7 dB	0	0
37	Locked	QAM256	627000000 Hz	-15.6 dBmV	36.7 dB	0	0
38	Locked	QAM256	633000000 Hz	-14.7 dBmV	37.3 dB	0	0
39	Locked	QAM256	639000000 Hz	-14.1 dBmV	37.9 dB	0	0
40	Locked	QAM256	645000000 Hz	-13.9 dBmV	38.0 dB	0	0
42	Locked	QAM256	657000000 Hz	-12.9 dBmV	38.7 dB	0	0
43	Locked	QAM256	663000000 Hz	-13.4 dBmV	38.4 dB	0	0
44	Locked	QAM256	669000000 Hz	-14.4 dBmV	37.7 dB	0	0
159	Locked	Other	690000000 Hz	-15.3 dBmV	35.8 dB	433206581	0

Upstream Bonded Channels
Channel	Channel ID	Lock Status	US Channel Type	Frequency	Width	Power
1	9	Locked	SC-QAM Upstream	35600000 Hz	6400000 Hz	49.0 dBmV
2	10	Locked	SC-QAM Upstream	29200000 Hz	6400000 Hz	49.0 dBmV
3	11	Locked	SC-QAM Upstream	22800000 Hz	6400000 Hz	48.0 dBmV
4	12	Locked	SC-QAM Upstream	16400000 Hz	6400000 Hz	48.0 dBmV
5	13	Locked	SC-QAM Upstream	39600000 Hz	1600000 Hz	51.0 dBmV

Responses

EG

Expert

•

110.1K Messages

4 years ago

The downstream power is too low / weak / out of spec. And the upstream power is borderline / on the high side. The techs should know this unless it is intermittent / fluctuatong. Show the next tech this thread. Good luck !

(edited)

7

0

U

user_6c5e3b

Visitor

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4 Messages

@EG Hey EG, thank you for the response. Unfortunately, I don't think that will fix the issue. The techs that came on Monday removed the splitter, and my DS levels were much closer to 0 and US were slightly lower. Same issue still.

The tech that came Wednesday for some reason installed a 3way splitter which raised /lowered the levels a good bit. I will definitely ask the techs to help with those levels, though, and we will see what happens. You're right that they aren't correct as is.

4 years ago

0

EG

Expert

•

110.1K Messages

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.

Good luck !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

4 years ago

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U

user_6c5e3b

Visitor

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4 Messages

@EG Thank you! Will report back findings after the appointment.

4 years ago

0

EG

Expert

•

110.1K Messages

Please do. It's not always a signal / connection quality issue. Be advised that this may also be being caused by a capacity / traffic problem on your local cable segment / node. If so, there is not much that you can do about it except to complain to them persistently and to get your immediate neighbors to join in.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

4 years ago

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U

user_6c5e3b

Visitor

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4 Messages

@EG Wonderful news. The technician I had was incredible and immediately saw an issue outside. Also noticed that the upstream light on my router wasn't the right color. He ran a few more tests and confirmed the issue was not inside the house and sent all the information to his supervisor. His supervisor also confirmed what he was showing was correct.

Bottom line, the problem is with the neighborhood node as a whole. Apparently no one else would have noticed it because it only affects upstreams (online gaming, voice chats, online meetings).

So would I be right to expect some sort of compensation for 4 months of my time, 3 technician visits, etc....?

4 years ago

0

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Arris Surfboard SB8200 Modem

EG

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EG

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