1 Message
Dropouts with Event Codes 16, 20, 22 and 24
I have a SB8200 in a new home (built and Xfinity hooked up less than a year ago). Internet was basically flawless until a month or so ago when I began getting internet dropouts. I rebooted everything (including internal Nest router) and it popped back up so I didn't think much of it. But it has been happening every 4 or 5 days since then, including earlier this morning.
This time I looked in the SB8200 event log and saw a long list of repeating "CM-STATUS message sent. Event Type Code: 24; Chan ID: 37, CM-STATUS message sent. Event Type Code: 22; Chan ID: 37, CM-STATUS message sent. Event Type Code: 20; Chan ID: 37 and CM-STATUS message sent. Event Type Code: 16; Chan ID: 37" errors. Unable to reboot the modem from the Xfinity app, I power cycled just the modem and am right back online.
Modem status shows:
| Downstream Bonded Channels | |||||||
|---|---|---|---|---|---|---|---|
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 5 | Locked | QAM256 | 495000000 Hz | 3.7 dBmV | 42.3 dB | 0 | 0 |
| 2 | Locked | QAM256 | 477000000 Hz | 2.7 dBmV | 42.3 dB | 0 | 0 |
| 3 | Locked | QAM256 | 483000000 Hz | 2.8 dBmV | 40.7 dB | 0 | 0 |
| 4 | Locked | QAM256 | 489000000 Hz | 3.1 dBmV | 41.9 dB | 0 | 0 |
| 6 | Locked | QAM256 | 507000000 Hz | 4.1 dBmV | 42.2 dB | 0 | 0 |
| 7 | Locked | QAM256 | 513000000 Hz | 4.0 dBmV | 42.4 dB | 0 | 0 |
| 8 | Locked | QAM256 | 519000000 Hz | 4.1 dBmV | 41.9 dB | 0 | 0 |
| 9 | Locked | QAM256 | 525000000 Hz | 3.9 dBmV | 39.2 dB | 0 | 0 |
| 10 | Locked | QAM256 | 531000000 Hz | 3.4 dBmV | 42.0 dB | 0 | 0 |
| 11 | Locked | QAM256 | 537000000 Hz | 3.5 dBmV | 42.2 dB | 0 | 0 |
| 12 | Locked | QAM256 | 543000000 Hz | 3.4 dBmV | 41.4 dB | 0 | 0 |
| 13 | Locked | QAM256 | 549000000 Hz | 3.1 dBmV | 41.7 dB | 0 | 0 |
| 14 | Locked | QAM256 | 555000000 Hz | 2.8 dBmV | 41.9 dB | 0 | 0 |
| 15 | Locked | QAM256 | 561000000 Hz | 2.9 dBmV | 41.9 dB | 0 | 0 |
| 16 | Locked | QAM256 | 567000000 Hz | 3.1 dBmV | 42.1 dB | 0 | 0 |
| 17 | Locked | QAM256 | 573000000 Hz | 2.7 dBmV | 41.7 dB | 0 | 0 |
| 18 | Locked | QAM256 | 579000000 Hz | 2.4 dBmV | 41.7 dB | 0 | 0 |
| 19 | Locked | QAM256 | 585000000 Hz | 1.9 dBmV | 41.4 dB | 0 | 0 |
| 20 | Locked | QAM256 | 591000000 Hz | 2.4 dBmV | 41.6 dB | 0 | 0 |
| 21 | Locked | QAM256 | 597000000 Hz | 2.2 dBmV | 38.2 dB | 0 | 0 |
| 22 | Locked | QAM256 | 603000000 Hz | 2.8 dBmV | 40.9 dB | 0 | 0 |
| 23 | Locked | QAM256 | 609000000 Hz | 3.0 dBmV | 41.6 dB | 0 | 0 |
| 24 | Locked | QAM256 | 615000000 Hz | 3.4 dBmV | 41.4 dB | 0 | 0 |
| 25 | Locked | QAM256 | 621000000 Hz | 3.6 dBmV | 41.4 dB | 0 | 0 |
| 26 | Locked | QAM256 | 627000000 Hz | 4.0 dBmV | 41.4 dB | 0 | 0 |
| 27 | Locked | QAM256 | 633000000 Hz | 4.0 dBmV | 41.3 dB | 0 | 0 |
| 28 | Locked | QAM256 | 639000000 Hz | 3.6 dBmV | 41.3 dB | 0 | 0 |
| 29 | Locked | QAM256 | 645000000 Hz | 3.7 dBmV | 41.4 dB | 0 | 0 |
| 30 | Locked | QAM256 | 651000000 Hz | 3.0 dBmV | 40.9 dB | 0 | 0 |
| 31 | Locked | QAM256 | 657000000 Hz | 3.2 dBmV | 41.1 dB | 0 | 0 |
| 32 | Locked | QAM256 | 663000000 Hz | 3.7 dBmV | 41.0 dB | 0 | 0 |
| 37 | Locked | Other | 678000000 Hz | 4.4 dBmV | 38.2 dB | 83199801 | 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 | 45.0 dBmV |
Any thoughts on a next step to troubleshoot this?
XfinityPaula
Official Employee
•
1.4K Messages
11 months ago
@user_5spqp3 Hello! Thank you for joining our forums and reaching out for help with the interruptions you have been having with the internet connections. I'm sorry that you are having this experience. I know a stable network is crucial for work, school as well as everyday life. We can help out here!
With the intermittent connections, I would like to isolate the connections to the modem alone. That way we eliminate one possible cause, the router. Do you have any devices that are hardwired with an ethernet cable? If so, do they drop connection as well?
The other thing to check is the coaxial cables. Make sure that they are secure to the modem and wall or splitter connection. Check or any bend or cuts to the wire. You can also try to bypass the splitter if one is present to make sure that is not throwing signals off.
I can help with checking the modems levels on this side as well to help figure out the cause and find the right solution. Send us a direct message with your name and service address. From there we can dig into the issue and troubleshoot to figure out what is happening.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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EG
Expert
•
110.2K Messages
11 months ago
@user_5spqp3 @XfinityPaula
Please circle back here and post any possible solutions for the issue here in these open 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.
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