3 Messages
cable modem disconnects continuously.
Motorola SB6190 cable modem disconnects every few minutes and restarts on it own. Below are the information from cable admin logs. Can some one help what could be an issues ?
Had a chat and call with Xfinity service for few hours and suggestion is to replace the modem .
|
Downstream Bonded Channels |
||||||||
|
Channel |
Lock Status |
Modulation |
Channel ID |
Frequency |
Power |
SNR |
Corrected |
Uncorrectables |
|
1 |
Locked |
256QAM |
1 |
471.00 MHz |
-14.10 dBmV |
36.39 dB |
6 |
0 |
|
2 |
Locked |
256QAM |
2 |
477.00 MHz |
-13.70 dBmV |
36.39 dB |
0 |
0 |
|
3 |
Locked |
256QAM |
3 |
483.00 MHz |
-13.10 dBmV |
36.61 dB |
0 |
0 |
|
4 |
Locked |
256QAM |
4 |
489.00 MHz |
-13.20 dBmV |
36.39 dB |
0 |
0 |
|
5 |
Locked |
256QAM |
5 |
495.00 MHz |
-13.30 dBmV |
36.39 dB |
162 |
0 |
|
6 |
Locked |
256QAM |
6 |
507.00 MHz |
-12.20 dBmV |
36.61 dB |
0 |
0 |
|
7 |
Locked |
256QAM |
7 |
513.00 MHz |
-12.60 dBmV |
36.61 dB |
0 |
0 |
|
8 |
Locked |
256QAM |
8 |
519.00 MHz |
-12.00 dBmV |
37.36 dB |
0 |
0 |
|
9 |
Locked |
256QAM |
9 |
525.00 MHz |
-11.20 dBmV |
37.64 dB |
10 |
0 |
|
10 |
Locked |
256QAM |
10 |
531.00 MHz |
-12.30 dBmV |
36.61 dB |
25 |
0 |
|
11 |
Locked |
256QAM |
11 |
537.00 MHz |
-12.80 dBmV |
36.39 dB |
0 |
0 |
|
12 |
Locked |
256QAM |
12 |
543.00 MHz |
-11.40 dBmV |
37.64 dB |
8 |
0 |
|
13 |
Locked |
256QAM |
13 |
549.00 MHz |
-12.10 dBmV |
37.36 dB |
0 |
0 |
|
14 |
Locked |
256QAM |
14 |
555.00 MHz |
-12.80 dBmV |
36.61 dB |
0 |
0 |
|
15 |
Locked |
256QAM |
15 |
561.00 MHz |
-11.90 dBmV |
37.36 dB |
0 |
0 |
|
16 |
Locked |
256QAM |
16 |
567.00 MHz |
-11.60 dBmV |
37.64 dB |
11 |
0 |
|
17 |
Locked |
256QAM |
17 |
573.00 MHz |
-12.60 dBmV |
37.36 dB |
0 |
0 |
|
18 |
Locked |
256QAM |
18 |
579.00 MHz |
-12.60 dBmV |
36.61 dB |
0 |
0 |
|
19 |
Locked |
256QAM |
19 |
585.00 MHz |
-11.80 dBmV |
37.36 dB |
0 |
0 |
|
20 |
Locked |
256QAM |
20 |
591.00 MHz |
-12.00 dBmV |
37.36 dB |
0 |
0 |
|
21 |
Locked |
256QAM |
21 |
597.00 MHz |
-12.90 dBmV |
36.61 dB |
0 |
0 |
|
22 |
Locked |
256QAM |
22 |
603.00 MHz |
-11.70 dBmV |
37.36 dB |
0 |
0 |
|
23 |
Locked |
256QAM |
23 |
609.00 MHz |
-11.50 dBmV |
37.64 dB |
5 |
0 |
|
24 |
Locked |
256QAM |
24 |
615.00 MHz |
-13.20 dBmV |
36.39 dB |
0 |
0 |
|
25 |
Locked |
256QAM |
26 |
621.00 MHz |
-12.40 dBmV |
36.90 dB |
0 |
0 |
|
26 |
Locked |
256QAM |
27 |
627.00 MHz |
-11.60 dBmV |
37.30 dB |
0 |
0 |
|
27 |
Locked |
256QAM |
28 |
633.00 MHz |
-13.30 dBmV |
36.40 dB |
0 |
0 |
|
28 |
Locked |
256QAM |
29 |
639.00 MHz |
-13.50 dBmV |
35.90 dB |
0 |
0 |
|
29 |
Locked |
256QAM |
30 |
645.00 MHz |
-12.20 dBmV |
36.90 dB |
4 |
0 |
|
30 |
Locked |
256QAM |
31 |
651.00 MHz |
-11.00 dBmV |
38.20 dB |
6 |
0 |
|
31 |
Locked |
256QAM |
32 |
657.00 MHz |
-11.40 dBmV |
37.90 dB |
0 |
0 |
|
32 |
Locked |
256QAM |
33 |
663.00 MHz |
-10.30 dBmV |
38.20 dB |
0 |
0 |
|
Upstream Bonded Channels |
||||||
|
Channel |
Lock Status |
US Channel Type |
Channel ID |
Symbol Rate |
Frequency |
Power |
|
1 |
Locked |
ATDMA |
90 |
5120 kSym/s |
22.80 MHz |
54.00 dBmV |
|
2 |
Locked |
ATDMA |
92 |
5120 kSym/s |
35.60 MHz |
53.50 dBmV |
|
3 |
Locked |
ATDMA |
91 |
5120 kSym/s |
29.20 MHz |
53.50 dBmV |
|
4 |
Locked |
ATDMA |
89 |
5120 kSym/s |
16.30 MHz |
53.00 dBmV |
|
Time |
Priority |
Description |
|
Thu Jan 01 00:01:45 1970 |
3 |
No Ranging Response received - T3 time-out;CM-MAC=d:ad;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Tue Aug 29 13:11:21 2023 |
6 |
TLV-11 - unrecognized OID;CM-MAC=ad;CMTS-MAC=51;CM-QOS=1.1;CM-VER=3.0; |
|
Thu Jan 01 00:01:45 1970 |
3 |
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Tue Aug 29 13:18:31 2023 |
6 |
TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Thu Jan 01 00:01:47 1970 |
3 |
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Tue Aug 29 13:20:58 2023 |
6 |
TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Thu Jan 01 00:01:46 1970 |
3 |
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Tue Aug 29 13:23:21 2023 |
6 |
TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Thu Jan 01 00:01:47 1970 |
3 |
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Tue Aug 29 13:25:49 2023 |
6 |
TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Thu Jan 01 00:01:47 1970 |
3 |
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Tue Aug 29 13:28:14 2023 |
6 |
TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Thu Jan 01 00:01:46 1970 |
3 |
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Tue Aug 29 13:33:02 2023 |
6 |
TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Thu Jan 01 00:01:46 1970 |
3 |
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Tue Aug 29 13:35:26 2023 |
6 |
TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Thu Jan 01 00:01:45 1970 |
3 |
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Tue Aug 29 13:37:48 2023 |
6 |
TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Thu Jan 01 00:01:46 1970 |
3 |
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
|
Tue Aug 29 13:40:15 2023 |
6 |
TLV-11 - unrecognized OID;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
user_e92743
3 Messages
2 years ago
I also tried resetting my cable modem. Still having the same issues
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EG
Expert
•
110.6K Messages
2 years ago
Both the upstream and the downstream power levels are out of spec. 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 Home Depot, Target, Wal-Mart, 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 !
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EG
Expert
•
110.6K Messages
2 years ago
You're welcome. I'm afraid that I can't advise further without seeing what the stats look like now. .
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XfinityJoshuaG
Official Employee
•
331 Messages
2 years ago
We can always take a look for you. Depending on what we find we might recommend a new modem like the prior rep but could you private message us your full name and address?
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EG
Expert
•
110.6K Messages
2 years ago
@user_e92743
Here's how to send a direct message (private message);
Click "Sign In" if necessary.
Click the "Direct Message" icon in the upper right corner or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon.
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window.
Press the "Enter" key on your keyboard to send it.
See https://comca.st/3KQF8q9 for an example.
[Permission from and credit given to BruceW].
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