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user_f5b9cb
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Friday, October 15th, 2021 10:22 AM

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Continual high latency issues with xfinity.

I posted 6 months ago with the title of "numerous uncorrectables".  At that time and still now there are daily latency issues with my xfinity connection.  The modem files still show numerous uncorrectables and errors.  

Arris SB8200 Modem. 

When latency occurs I run a program called Ping Plotter and can see the very high latency on its graph.  

As you will see in the logs below there are continuos errors indicating a Dynamic Range Window Violoation and Power in excess of 6db below something called "top of the draw".  These errors have been continuos as long as I can remember even after Comcast came out and checked my lines and installed a single splitter in my outside box (which did correct the Upstream Bonded Channel db power.  Be aware that I am constantly reaching out to the local Comcast service supervisor and he promises to have my line monitored but "NOTHING" has changed!

See below for today's modem logs.  

Connection
StatusConnection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 507000000 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
5 Locked QAM256 507000000 Hz -2.2 dBmV 43.7 dB 2344 7731
1 Locked QAM256 483000000 Hz -2.7 dBmV 43.4 dB 2580 7672
2 Locked QAM256 489000000 Hz -2.6 dBmV 43.6 dB 2473 7646
3 Locked QAM256 495000000 Hz -2.3 dBmV 43.7 dB 2338 7833
4 Locked QAM256 501000000 Hz -2.2 dBmV 43.8 dB 2434 7478
6 Locked QAM256 513000000 Hz -2.1 dBmV 43.6 dB 2269 7859
7 Locked QAM256 519000000 Hz -2.0 dBmV 43.5 dB 2456 7672
8 Locked QAM256 525000000 Hz -2.1 dBmV 43.5 dB 2377 7871
9 Locked QAM256 531000000 Hz -2.0 dBmV 43.5 dB 2248 7779
10 Locked QAM256 537000000 Hz -1.9 dBmV 43.6 dB 2247 8016
11 Locked QAM256 543000000 Hz -2.0 dBmV 43.6 dB 2192 7610
12 Locked QAM256 549000000 Hz -2.0 dBmV 43.5 dB 2265 7490
13 Locked QAM256 555000000 Hz -2.1 dBmV 43.3 dB 2084 7549
14 Locked QAM256 561000000 Hz -2.2 dBmV 43.3 dB 2011 7650
15 Locked QAM256 567000000 Hz -2.1 dBmV 43.2 dB 2068 7655
16 Locked QAM256 573000000 Hz -2.2 dBmV 43.2 dB 2133 7507
17 Locked QAM256 579000000 Hz -2.2 dBmV 43.1 dB 1995 7561
18 Locked QAM256 585000000 Hz -2.2 dBmV 43.1 dB 2011 7720
19 Locked QAM256 591000000 Hz -2.3 dBmV 43.0 dB 2006 7438
33 Locked Other 690000000 Hz -1.9 dBmV 41.2 dB 3130537370 209
34 Not Locked QAM256 0 Hz 0.0 dBmV 43.5 dB 2948 7302
35 Locked QAM256 417000000 Hz -2.6 dBmV 43.6 dB 3087 7365
36 Locked QAM256 423000000 Hz -2.7 dBmV 43.5 dB 2978 7535
37 Locked QAM256 435000000 Hz -2.6 dBmV 43.5 dB 2608 7655
38 Locked QAM256 453000000 Hz -2.5 dBmV 43.3 dB 2606 7913
39 Locked QAM256 459000000 Hz -2.6 dBmV 43.3 dB 2519 7703
40 Locked QAM256 465000000 Hz -2.7 dBmV 43.4 dB 2493 7586
41 Locked QAM256 471000000 Hz -2.7 dBmV 43.4 dB 2370 7565
42 Locked QAM256 477000000 Hz -2.7 dBmV 43.9 dB 5265 7674
43 Locked QAM256 393000000 Hz -2.5 dBmV 43.9 dB 4798 7883
44 Locked QAM256 399000000 Hz -2.5 dBmV 43.7 dB 3041 7639
45 Locked QAM256 405000000 Hz -2.6 dBmV 43.7 dB 2981 7448



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

Current System Time: Fri Oct 15 05:13:27 2021

See below for the current event logs.

Event Log
Status > Event Log

The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Date Time Event ID Event Level Description
10/15/2021 02:48 2436694061 5 "Dynamic Range Window violation"
10/15/2021 02:48 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;"
10/15/2021 02:18 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;"
10/15/2021 02:18 2436694061 5 "Dynamic Range Window violation"
10/15/2021 02:18 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/15/2021 01:51 2436694061 5 "Dynamic Range Window violation"
10/15/2021 01:51 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;"
10/15/2021 01:37 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;"
10/15/2021 00:31 2436694061 5 "Dynamic Range Window violation"
10/15/2021 00:31 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;"
10/15/2021 00:29 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;"
10/15/2021 00:29 2436694061 5 "Dynamic Range Window violation"
10/15/2021 00:29 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/15/2021 00:29 2436694061 5 "Dynamic Range Window violation"
10/15/2021 00:29 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/15/2021 00:29 2436694061 5 "Dynamic Range Window violation"
10/15/2021 00:29 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/15/2021 00:29 2436694061 5 "Dynamic Range Window violation"
10/15/2021 00:29 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/14/2021 23:42 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;"
10/14/2021 23:12 2436694061 5 "Dynamic Range Window violation"
10/14/2021 23:12 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;"
10/14/2021 23:09 2436694061 5 "Dynamic Range Window violation"
10/14/2021 23:09 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/14/2021 23:09 2436694061 5 "Dynamic Range Window violation"
10/14/2021 23:09 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/14/2021 23:09 2436694061 5 "Dynamic Range Window violation"
10/14/2021 23:09 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/14/2021 23:09 2436694061 5 "Dynamic Range Window violation"
10/14/2021 23:09 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/14/2021 21:19 2436694061 5 "Dynamic Range Window violation"
10/14/2021 21:19 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;"
10/14/2021 21:18 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;"
10/14/2021 21:16 2436694061 5 "Dynamic Range Window violation"
10/14/2021 21:16 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/14/2021 21:16 2436694061 5 "Dynamic Range Window violation"
10/14/2021 21:16 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/14/2021 21:13 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;"
10/14/2021 21:10 2436694061 5 "Dynamic Range Window violation"
10/14/2021 21:10 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/14/2021 21:10 2436694061 5 "Dynamic Range Window violation"
10/14/2021 21:10 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/14/2021 21:10 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;"
10/14/2021 19:31 2436694061 5 "Dynamic Range Window violation"
10/14/2021 19:31 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;"
10/14/2021 19:28 2436694061 5 "Dynamic Range Window violation"
10/14/2021 19:28 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/14/2021 19:28 2436694061 5 "Dynamic Range Window violation"
10/14/2021 19:28 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the 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;"
10/14/2021 19:28 2436694061 5 "Dynamic Range Window violation"

Question

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Updated 

3 years ago

 • Edited

604

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This conversation is no longer open for comments or replies and is no longer visible to community members.

XfinityJamesC

Official Employee

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1.3K Messages

3 years ago

Greetings, @user_f5b9cb! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're still having issues with your service, but you have definitely come to the right place for assistance.

 

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live session.

20

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user_f5b9cb

Visitor

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15 Messages

@XfinityJamesC 

Oddly I am not seeing a chat icon for sending a private message to you.

3 years ago

0

XfinityJamesC

Official Employee

 • 

1.3K Messages

No problem! Our good friend, @BruceW, created this excellent explanation for us!

 

To send a private message to Xfinity Support from any Forum page:

  • Click "Sign In" (if necessary - there will be a visible prompt)
  • Click the "Direct Messaging" (square speech bubble) icon
  • 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 will appear. Select "Xfinity Support" from that list.
  • An "Xfinity Support" graphic should replace the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

 

See https://comca.st/3kYXwkR for an example

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

0

user_f5b9cb

Visitor

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15 Messages

Ok I am there, who should I address the private message to?

3 years ago

0

user_f5b9cb

Visitor

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15 Messages

I am trying to post a screen shot of an example of the high latency as shown by Ping Plotter

3 years ago

0

CCHeather

Problem Solver

 • 

1.1K Messages

Please send it as a PM. Let's take a deeper dive into this. 

I no longer work for Comcast.

3 years ago

0

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