Visitor
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16 Messages
Disconnects and internet speed drops require restarting modem all the time
We recently switched to an internet only service, and ever since switching, we’ve been having issues exactly the same as this post:
The event logs for the modem (I have the exact same model as mentioned in that post - the SB6190) contain the same exact error messages. Internet speeds will drop out randomly throughout the day, making it difficult to work from home. Restarting the modem temporarily fixes the issue and returns my internet speeds back to normal. The drops also appear to cause my Flex boxes to crash, I am assuming. Strangely, when we had cable at the house with a different speed internet (but the same modem), we didn’t run into any of these issues, but since switching accounts and into the internet only plan, they occur daily.
Someone on the post I linked to said Xfinity may be able to help. Thank you so much in advance for any guidance/help better understanding the issue.
EG
Expert
•
111.4K Messages
4 years ago
Please start here if you wish;
https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9
(edited)
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user_5b27e2
Visitor
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16 Messages
4 years ago
I am still experiencing this frequently. Here is the status from the modem:
Procedure
Status
Comment
Acquire Downstream Channel
Locked
Connectivity State
OK
Operational
Boot State
OK
Operational
Configuration File
OK
Security
Enabled
BPI+
DOCSIS Network Access Enabled
Allowed
Downstream Bonded Channels
Channel
Lock Status
Modulation
Channel ID
Frequency
Power
SNR
Corrected
Uncorrectables
1
Locked
256QAM
13
489.00 MHz
2.30 dBmV
30.82 dB
1244056
460014
2
Locked
256QAM
14
507.00 MHz
2.40 dBmV
40.37 dB
0
0
3
Locked
256QAM
15
513.00 MHz
1.70 dBmV
40.37 dB
0
0
4
Locked
256QAM
16
519.00 MHz
1.60 dBmV
38.98 dB
0
0
5
Locked
256QAM
17
525.00 MHz
1.70 dBmV
38.61 dB
12
0
6
Locked
256QAM
18
531.00 MHz
2.10 dBmV
40.37 dB
15
0
7
Locked
256QAM
19
537.00 MHz
1.80 dBmV
40.95 dB
10
0
8
Locked
256QAM
20
543.00 MHz
1.50 dBmV
40.37 dB
0
0
9
Locked
256QAM
21
549.00 MHz
1.40 dBmV
37.36 dB
0
0
10
Not Locked
----
22
555.00 MHz
----
----
----
----
11
Not Locked
----
23
561.00 MHz
----
----
----
----
12
Not Locked
----
24
567.00 MHz
----
----
----
----
13
Not Locked
----
25
573.00 MHz
----
----
----
----
14
Locked
256QAM
26
579.00 MHz
0.80 dBmV
33.96 dB
537230
834871
15
Not Locked
----
27
585.00 MHz
----
----
----
----
16
Locked
256QAM
28
591.00 MHz
0.40 dBmV
29.71 dB
5306068
613060
17
Locked
256QAM
29
597.00 MHz
-0.40 dBmV
37.36 dB
0
0
18
Locked
256QAM
30
603.00 MHz
-0.10 dBmV
38.98 dB
4
0
19
Locked
256QAM
31
609.00 MHz
0.20 dBmV
40.37 dB
0
0
20
Locked
256QAM
32
615.00 MHz
0.00 dBmV
40.37 dB
0
0
21
Locked
256QAM
34
621.00 MHz
0.40 dBmV
40.37 dB
7
0
22
Locked
256QAM
35
627.00 MHz
0.00 dBmV
38.61 dB
3
0
23
Locked
256QAM
36
633.00 MHz
-0.40 dBmV
37.64 dB
0
0
24
Locked
256QAM
37
639.00 MHz
0.00 dBmV
37.09 dB
0
0
25
Locked
256QAM
38
645.00 MHz
0.10 dBmV
39.90 dB
7
0
26
Locked
256QAM
39
651.00 MHz
0.00 dBmV
39.90 dB
16
0
27
Locked
256QAM
40
657.00 MHz
-0.70 dBmV
39.50 dB
11
0
28
Locked
256QAM
41
663.00 MHz
-0.40 dBmV
39.90 dB
0
0
29
Locked
256QAM
42
669.00 MHz
-0.40 dBmV
39.90 dB
0
0
30
Locked
256QAM
43
675.00 MHz
-0.30 dBmV
39.90 dB
0
0
31
Locked
256QAM
44
681.00 MHz
-0.10 dBmV
39.90 dB
0
0
32
Locked
256QAM
45
687.00 MHz
-0.60 dBmV
39.90 dB
0
0
Upstream Bonded Channels
Channel
Lock Status
US Channel Type
Channel ID
Symbol Rate
Frequency
Power
1
Locked
ATDMA
26
5120 kSym/s
30.10 MHz
38.25 dBmV
2
Locked
ATDMA
27
5120 kSym/s
23.70 MHz
37.25 dBmV
3
Locked
ATDMA
25
5120 kSym/s
36.50 MHz
39.25 dBmV
0
0
user_5b27e2
Visitor
•
16 Messages
4 years ago
And here is event log. Does anything pop out to anyone?
Wed Apr 21 12:24:21 2021
5
RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:24:30 2021
5
Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:24:30 2021
5
RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:24:45 2021
5
Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:24:45 2021
5
RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:24:46 2021
5
Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"]f;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:24:47 2021
5
RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:24:53 2021
3
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:24:53 2021
5
RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:24:58 2021
5
Lost MDD Timeout;CM-MAC=2[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:24:59 2021
5
RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:25:02 2021
5
Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:25:02 2021
3
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=2[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:25:02 2021
5
RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:25:02 2021
3
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=0[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:25:04 2021
5
RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:25:19 2021
5
Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:25:20 2021
5
RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:25:24 2021
5
Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Wed Apr 21 12:25:25 2021
5
RCS Partial Service;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
(edited)
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EG
Expert
•
111.4K Messages
4 years ago
The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel-return path impairment somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
0
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user_5b27e2
Visitor
•
16 Messages
4 years ago
Thank you so much for the help! I have been having an especially difficult time the past two days with drop outs and slowness, so the additional help is much appreciated.
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