Connection Drops on DOCSIS 3.1 SB8200

Back in December I upgraded our internet to 900Mbps. With it needed a router that can provide the full bandwidth with room for future upgrades to Gig+ tiers. Coming from a SB6190 which honestly didn't have much problems with. Initially started with the MB8611 modem. At first the connection was great even though setup had to be done over the phone instead of the app. That same night connection dropped a couple times, but it reconnected. As days went on more drops with some happening several times an hour. Read forums after forums and took this back for an SB8200. Same story initial connection was fine. Next day drops continued. Had a tech come out. He replaced the line from the pole to the house, replaced the end connections on some of the cables even to the tv box (was not having issue with that) and switched the powered splitter the previous home owners had installed to a two-way splitter. Initial connection was fine. Next day took back the 8200 for the MB8611. Activated and the following day drops drops drops. Went back to the 8200. Would be fine for first couple hours than random drops. Replaced back to 6190 did not have issues but was not getting full bandwidth I was paying for. Watching the modem whenever it switched to DOCSIS 3.1 that's when issues seemed to come up. Weeks ago I installed a powered splitter that seemed to help and reduce the connection drops but they are still occurring. This week it has gotten so much worse. Reading posts on here and on arris and motorola forums it seems for of a provisioning problem on xfinity that is to blame. Reading 2+ year old posts and this is still an issue. Attached are more recent power levels and event logs. Not sure if it is even worth trying the CM2000 if it's going to be the same outcome.

Date Time Event ID Event Level Description
02/27/2022 15:57 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; OFDM/OFDMA Profile ID: 0 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:56 74010100 6 "CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; ; OFDM/OFDMA Profile ID: 0.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:56 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; ; OFDM/OFDMA Profile ID: 0 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:56 74010100 6 "CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; OFDM/OFDMA Profile ID: 1.CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:56 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; ; OFDM/OFDMA Profile ID: 0 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:56 74010100 6 "CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; ; OFDM/OFDMA Profile ID: 0.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:55 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; ; OFDM/OFDMA Profile ID: 0 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:54 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; OFDM/OFDMA Profile ID: 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:54 74010100 6 "CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; ; OFDM/OFDMA Profile ID: 0 1.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:52 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; ; OFDM/OFDMA Profile ID: 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:51 74010100 6 "CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; ; OFDM/OFDMA Profile ID: 0 1.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:51 74010100 6 "CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; ; OFDM/OFDMA Profile ID: 0.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:51 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; ; OFDM/OFDMA Profile ID: 0 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:50 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; ; OFDM/OFDMA Profile ID: 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:48 74010100 6 "CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; ; OFDM/OFDMA Profile ID: 1.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:47 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; OFDM/OFDMA Profile ID: 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:44 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; ; OFDM/OFDMA Profile ID: 2 3.;;CM-QOS=1.1;CM-VER=3.1;"
02/27/2022 15:44 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;C;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 15:20 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 15:14 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 15:11 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 14:57 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 14:39 82000200 3 "No Ranging Response received - T3 time-out;C;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 14:34 82000200 3 "No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 14:32 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 14:27 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 14:26 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 13:32 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 13:30 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 13:19 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 13:10 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 13:06 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 11:47 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 11:35 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;C;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 11:34 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 08:57 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 08:53 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;d;CM-QOS=1.1;CM-VER=3.1;"
02/26/2022 00:47 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/25/2022 14:04 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1;"
02/25/2022 14:04 82000200 3 "No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;"
02/23/2022 02:56 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 18:25 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 17:51 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 17:50 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 17:49 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 17:48 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 17:39 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 17:30 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 17:27 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 17:26 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 17:17 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 16:31 82000200 3 "No Ranging Response received - T3 time-out;d;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 15:35 82000200 3 "No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 15:33 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1;"
02/22/2022 14:56 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1;"

Responses

user_we718

Visitor

•

7 Messages

3 years ago

Why is my post marked as private? Can't get any help if no one can see it...

CCAlicia

Contributor

•

250 Messages

Hi @user_we718. Welcome to the Xfinity Forum and thank you for posting your question here. In order to prevent any type of Xfinity Forum guideline violation the forum will automatically privatize any post that either has some type of guideline violation or has images attached. Images are typically approved by our team within 24-48 hours after being posted. This means if this is the reason your post was privatized, it will automatically be marked as public then without you needing to do anything. I know this could be frustration, but it helps us to ensure the health of our community.

Are you still experiencing issues with the internet service?

I no longer work for Comcast.

3 years ago

user_we718

Visitor

•

7 Messages

Yes. Several times a day it drops and comes back. Going to try running a new coax from the new splitter to the modem. The only other coax that has not been replaced is the one that rungs along the outside of the house that meets the line from the street pole to the junction box. Replaced all ethernet cables with cat7 though right now its overkill for current service plan.

3 years ago

ccRuben

Retired Employee

•

729 Messages

Is this Coax cable in between the walls?

3 years ago

user_we718

Visitor

•

7 Messages

Just finished running new coax from splitter to modem. For now it's fine but will monitor network and event logs. From first glance at the upload power I'm still below arris posted limits of 45-52 dBmV. The coaxjust goes through a drilled hole into the crawlspace. The one that I think could be the issue is one that runs just below the siding of the house from the junction box to the connector that meets the service line to the street pole.

3 years ago

user_we718

Visitor

•

7 Messages

Also it is only connected in Docsis 3.0. Was 3.1 for about 5 seconds. It rarely goes into 3.1, but that's sometimes when connection drops.

3 years ago

user_we718

Visitor

•

7 Messages

3 years ago

So there are a lot ot T3 timeouts every day as shown in the event logs. This does not seem normal to me.

CCJodie

Problem Solver

•

1.3K Messages

I think it's now time to take a closer look. Please send us a private message with your full name and service address.

To send the requested information in a private message to Xfinity Support from any Forum page:

Click "Sign In" if that prompt is visible
Click the "Direct Messaging" icon or https://comca.st/36QnAeB
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person", but don't do that.
Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.
Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter or tap the >icon to send it

I no longer work for Comcast.

3 years ago

user_we718

Visitor

•

7 Messages

Messaged as requested

3 years ago

santatollimus

Contributor

•

46 Messages

3 years ago

I am having the same issues with the same model modem SB8200.
I switched to G36 modem same issues.
I switch to Xb3, Xb6, and Xb7 same issues.
I switch to c7000v2 same issues.

What gives right?
Why are we not able to get what we pay for?
I have had multiple technicians out to my home.
All say same thing. Replacing splitter/filter.
I've even physically watched them replace the splitters/filters
to verify I wasn't being told a fib.

It makes zero sense to me but I have to switch modems and reactivate every time I experience an outage.
I come home. I have 30mb down with 400kbps up. I switch to different cable modem. Connect a different pc mac.
Xfinity DHCP hands a new external IP out. I have good internet for about 2-3 days and then boom.
service stops working properly. have to switch everything again.

It's a mega huge hassle to have to come up with new MAC's never before seen by Xfinity every 2-3 days + change out modems every week
but that seems to be the only way to guarantee some service in this house.

------------------------------------------------------------------------------
I'm not official Xfinity support but they can't or won't help me either so
I'm offering support to all other cases hoping someone looks at mine.
https://forums.xfinity.com/conversations/your-home-network/upload-drops-02000-kbps-unstable/6220b1aaaef5c36d133d6334

(edited)

manamee

Visitor

•

1 Message

@santatollimus

Did you ever get a resolution to this? I also have an SB8200 and have had drop-offs like you describe, only on the upload side though. My download seems consistent. I can't get DOCSIS 3.1 on the uplink side at all, even for short periods.

3 years ago

XfinityEmilyB

Official Employee

•

2.1K Messages

Welcome to our community forum, @manamee! You've reached the perfect place to get help with your internet connection :). What troubleshooting steps have you tried so far? Here's a great place to get started.

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

3 years ago

Your Home Network

user_we718

Connection Drops on DOCSIS 3.1 SB8200

user_we718

CCAlicia

user_we718

ccRuben

user_we718

user_we718

user_we718

CCJodie

user_we718

santatollimus

manamee

XfinityEmilyB

New to the Community?