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user_g351vw
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Sunday, December 29th, 2024 3:52 AM

Constant Internet Dropping and Slow Speeds

Hello, I just upgrade to 1200 Mbps and I am gettings speeds around 60 Mbps on all devices. There are constant drops and the modem consistantly won't connect and I will have to restart the modem through the Xfinity assistant.

I will try to post any helpful info and logs. I have removed all personal information from the logs. Please let me know if I can provide any other information that is needed.

If anyone could help or make sense of this, I would be most appreciative. This is a last ditch effort to fix my internet.

Thanks!

Right before posting I ran an Ookla speed test on my computer connected to my mesh network with 6 devices connected. It's faster than usual. But still not anywhere near what I would expect with a 1200 Mbps plan.

Modem: Arris Surfboard SB8200

Router: Netgeat Orbi RBR760

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 669000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
44 Locked QAM256 669000000 Hz 7.6 dBmV 44.6 dB 0 0
13 Locked QAM256 471000000 Hz 6.5 dBmV 45.3 dB 0 0
14 Locked QAM256 477000000 Hz 6.4 dBmV 45.4 dB 0 0
15 Locked QAM256 483000000 Hz 6.8 dBmV 45.4 dB 0 0
16 Locked QAM256 489000000 Hz 6.8 dBmV 45.6 dB 0 0
17 Locked QAM256 495000000 Hz 6.8 dBmV 45.5 dB 0 0
18 Locked QAM256 507000000 Hz 7.1 dBmV 45.7 dB 0 0
19 Locked QAM256 513000000 Hz 7.2 dBmV 45.6 dB 0 0
20 Locked QAM256 519000000 Hz 7.3 dBmV 45.6 dB 0 0
21 Locked QAM256 525000000 Hz 7.2 dBmV 45.5 dB 0 0
22 Locked QAM256 531000000 Hz 7.0 dBmV 45.3 dB 0 0
23 Locked QAM256 537000000 Hz 7.0 dBmV 45.4 dB 0 0
24 Locked QAM256 543000000 Hz 7.0 dBmV 45.5 dB 0 0
25 Locked QAM256 555000000 Hz 7.0 dBmV 45.3 dB 0 0
26 Locked QAM256 561000000 Hz 6.8 dBmV 45.1 dB 0 0
27 Locked QAM256 567000000 Hz 6.5 dBmV 44.7 dB 0 0
28 Locked QAM256 573000000 Hz 6.3 dBmV 44.6 dB 0 0
29 Locked QAM256 579000000 Hz 6.5 dBmV 44.9 dB 0 0
30 Locked QAM256 585000000 Hz 6.4 dBmV 44.7 dB 0 0
31 Locked QAM256 591000000 Hz 6.6 dBmV 44.8 dB 0 0
32 Locked QAM256 597000000 Hz 7.0 dBmV 45.0 dB 0 0
33 Locked QAM256 603000000 Hz 6.6 dBmV 44.6 dB 0 0
34 Locked QAM256 609000000 Hz 6.9 dBmV 44.8 dB 0 0
35 Locked QAM256 615000000 Hz 7.3 dBmV 45.1 dB 0 0
36 Locked QAM256 621000000 Hz 7.2 dBmV 45.0 dB 0 0
37 Locked QAM256 627000000 Hz 7.1 dBmV 44.9 dB 0 0
38 Locked QAM256 633000000 Hz 7.1 dBmV 45.0 dB 0 0
39 Locked QAM256 639000000 Hz 7.3 dBmV 45.0 dB 0 0
40 Locked QAM256 645000000 Hz 7.2 dBmV 44.9 dB 0 0
41 Locked QAM256 651000000 Hz 7.5 dBmV 44.9 dB 0 0
42 Locked QAM256 657000000 Hz 7.3 dBmV 45.0 dB 0 0
43 Locked QAM256 663000000 Hz 7.2 dBmV 45.0 dB 0 0
193 Locked Other 690000000 Hz 8.1 dBmV 43.8 dB 599471681 0


Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 44.0 dBmV
2 2 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 44.0 dBmV
3 3 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 44.0 dBmV
4 4 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 44.0 dBmV
5 5 Locked SC-QAM Upstream 39600000 Hz 1600000 Hz 41.0 dBmV

Date Time Event ID Event Level Description
12/28/2024 20:47 82000200 3 "No Ranging Response received - T3 time-out;
12/28/2024 20:47 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
12/28/2024 20:46 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
12/28/2024 20:38 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
12/26/2024 21:19 82000200 3 "No Ranging Response received - T3 time-out
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
12/26/2024 21:17 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
12/25/2024 12:52 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
12/25/2024 12:05 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
12/25/2024 11:31 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
12/25/2024 11:28 82000200 3 "No Ranging Response received - T3 time-out;
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
12/24/2024 17:40 82000200 3 "No Ranging Response received - T3 time-out;
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;

Question

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20 hours ago

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Accepted Solution

BruceW

Gold Problem Solver

 • 

26.1K Messages

13 days ago

... upgraded to an Arris Surfboard S33 ... I'm still getting around 260 mbps ...

The power levels and SNR values posted look good. It isn't possible to get much from the event logs with so many reboot entries in a short period of time. It does appear to have run without rebooting for about 2 1/2 days starting on Jan 2 at 11 am.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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BruceW

Gold Problem Solver

 • 

26.1K Messages

19 days ago

... Modem: Arris Surfboard SB8200 ...

The SB8200 is not compatible with Gigabit internet service. Comcast/Xfinity rates it for wired download speeds "Up to 957 Mbps". See the link to the "All Compatible Devices" PDF near the bottom of https://www.xfinity.com/support/devices (at the moment it points to https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.09.18%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time). Using devices on Internet speed tiers for which they are not approved tends to produce unexpected results, often speeds well below the ones you are paying for. 

AFAIK Comcast/Xfinity has never said how they provision devices operating on speed tiers they're not approved for. All I can tell you is that many customers who tried it have reported that they don't get full speed. There's a tendency to think the device will operate at the maximum speed it is capable of, but that doesn't seem to be the case.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_g351vw

2 Messages

13 days ago

Hey Bruce, thank you for the response and info!

I've upgraded to an Arris Surfboard S33.

It has been activated as well.

I'm still getting around 250 mbps. It's been a few days and still experience drops in connection. And times when speed will drop to around 20 mbps. My ping is at 211 which seems crazy as well.

I'm really not sure what else to do?

Procedure Status Comment
Acquire Downstream Channel 669000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
44 Locked QAM256 669000000 Hz 6 dBmV 45 dB 0 0
13 Locked QAM256 471000000 Hz 4 dBmV 45 dB 0 0
14 Locked QAM256 477000000 Hz 4 dBmV 45 dB 1 0
15 Locked QAM256 483000000 Hz 5 dBmV 45 dB 2 0
16 Locked QAM256 489000000 Hz 5 dBmV 45 dB 1 0
17 Locked QAM256 495000000 Hz 5 dBmV 45 dB 0 0
18 Locked QAM256 507000000 Hz 5 dBmV 45 dB 0 0
19 Locked QAM256 513000000 Hz 5 dBmV 45 dB 0 0
20 Locked QAM256 519000000 Hz 5 dBmV 45 dB 0 0
21 Locked QAM256 525000000 Hz 5 dBmV 45 dB 0 0
22 Locked QAM256 531000000 Hz 5 dBmV 45 dB 0 0
23 Locked QAM256 537000000 Hz 5 dBmV 45 dB 0 0
24 Locked QAM256 543000000 Hz 6 dBmV 45 dB 0 0
25 Locked QAM256 555000000 Hz 6 dBmV 45 dB 0 0
26 Locked QAM256 561000000 Hz 6 dBmV 45 dB 0 0
27 Locked QAM256 567000000 Hz 6 dBmV 45 dB 0 0
28 Locked QAM256 573000000 Hz 5 dBmV 45 dB 0 0
29 Locked QAM256 579000000 Hz 5 dBmV 45 dB 0 0
30 Locked QAM256 585000000 Hz 5 dBmV 45 dB 0 0
31 Locked QAM256 591000000 Hz 5 dBmV 44 dB 0 0
32 Locked QAM256 597000000 Hz 5 dBmV 45 dB 0 0
33 Locked QAM256 603000000 Hz 5 dBmV 44 dB 0 0
34 Locked QAM256 609000000 Hz 5 dBmV 45 dB 0 0
35 Locked QAM256 615000000 Hz 6 dBmV 45 dB 0 0
36 Locked QAM256 621000000 Hz 6 dBmV 45 dB 0 0
37 Locked QAM256 627000000 Hz 6 dBmV 45 dB 0 0
38 Locked QAM256 633000000 Hz 6 dBmV 45 dB 0 0
39 Locked QAM256 639000000 Hz 6 dBmV 45 dB 0 0
40 Locked QAM256 645000000 Hz 6 dBmV 45 dB 0 0
41 Locked QAM256 651000000 Hz 6 dBmV 45 dB 0 0
42 Locked QAM256 657000000 Hz 6 dBmV 45 dB 0 0
43 Locked QAM256 663000000 Hz 6 dBmV 45 dB 0 0
193 Locked OFDM PLC 690000000 Hz 7 dBmV 45 dB 320369859 0


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 35600000 Hz 6400000 44.0 dBmV
2 Locked SC-QAM 29200000 Hz 6400000 44.0 dBmV
3 Locked SC-QAM 22800000 Hz 6400000 44.8 dBmV
4 Locked SC-QAM 16400000 Hz 6400000 45.0 dBmV
5 Locked SC-QAM 39600000 Hz 1600000 40.8 dBmV


31/12/1969
19:00:16		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:01:44		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:22		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
31/12/1969
19:01:18		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
31/12/1969
19:01:18		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
19:01:18		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
19:01:18		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
19:01:22		 3 No Ranging Response received - T3 time-out;
31/12/1969
19:01:36		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:01:36		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:01:36		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
2/1/2025
09:13:12		 3 No Ranging Response received - T3 time-out;
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
31/12/1969
19:00:21		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
19:00:21		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
19:00:21		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
19:00:34		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:34		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:34		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:20		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
31/12/1969
19:00:22		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
19:00:22		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
19:00:22		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
19:00:35		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:35		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:35		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
31/12/1969
19:00:20		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
19:00:20		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
19:00:20		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
19:00:34		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:34		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:34		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
2/1/2025
09:31:45		 3 No Ranging Response received - T3 time-out;
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
31/12/1969
19:00:20		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
19:00:20		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
19:00:20		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
19:00:35		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:35		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:35		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:20		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
31/12/1969
19:00:22		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
19:00:22		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
19:00:22		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
19:00:28		 6 Honoring MDD; IP provisioning mode = IPv6
31/12/1969
19:00:37		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
2/1/2025
11:02:25		 6 DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;
4/1/2025
21:46:32		 3 Failed LAN WebGUI login attempt from 24.125.104.70 on 25/01/04 at 9:46 PM.
4/1/2025
21:51:28		 3 Successful LAN WebGUI login from 24.125.104.70 on 25/01/04 at 9:51 PM.
4/1/2025
21:53:33		 3 Successful LAN WebGUI login from 24.125.104.70 on 25/01/04 at 9:53 PM.
4/1/2025
22:07:18		 3 Successful LAN WebGUI login from 24.125.104.70 on 25/01/04 at 10:07 PM.

(edited)

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0

XfinityVictor

Official Employee

 • 

1K Messages

 

user_g351vw Hello, I hope you are having a great day! Thank you for taking the time to tag us today. I am sorry you are having service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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

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11 days ago

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EG

Expert

 • 

108.1K Messages

10 days ago

@user_g351vw @XfinityVictor 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

0

user_7u13zx

1 Message

3 days ago

I am having the same issue and have been reading this forum to find solutions. I see this same problem mentioned over and over. It amazes me that Comcast hasn't built up a knowledge base that could define a solution for its customers to follow. Or better yet have an automated process to resolve slow speeds. To see speeds significantly slower than I pay for and still see responses that it may still not be Comcast is frustrating.  Monitoring the speed at the modem is the only way I can verify that I am getting what I pay for.  In any case, this should be an easy fix as it happens enough that Comcast techs should be able to recite the fix in their sleep.  Hopefully, I'll get one of those when I call in.

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XfinityRay

Official Employee

 • 

2.4K Messages

Thank you for being a part of our community and letting us know that your speed is working slowly  user_7u13zx. We want thing to work perfectly and are happy to help further! We have a knowledge base here on the Xfinity Forums.

What troubleshooting steps have you tried for the issue?

How long ago did this begin? 

Are you using your own modem or a Xfinity modem? 

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

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20 hours ago

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