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djoker4015
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Monday, April 15th, 2024 8:01 PM

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Dropping connection every several hours / slower speeds

Within the last several days I've started encountering issues with my internet dropping - this is after some heavy wind/rain in our area, so I don't know it's related to a damaged line.

I have done all the usual troubleshooting, and in fact I was a Tier 3 technician at an ISP for several years so I am pretty decent at this stuff.

I am currently hardwired direct to my Arris SB6190 modem, and I have noticed that the drops coincide with the following type of errors - 

Mon Apr 15 14:01:51 2024 5 RCS Partial Service; [edited - private information] ;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 15 14:43:56 2024 3 SYNC Timing Synchronization failure - Loss of Sync; [edited - private information]CM-QOS=1.1;CM-VER=3.0;
Mon Apr 15 14:43:56 2024 5 RCS Partial Service;[edited - private information] CM-QOS=1.1;CM-VER=3.0;

My signal looks decent most the time, but I have noticed that occasionally, but I have noticed that channel 31 and 32 will occasionally go "unlocked", and I think that is coinciding with the reduced service and disconnects.

Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 13 579.00 MHz 2.30 dBmV 38.98 dB 70723 204233
2 Locked 256QAM 1 507.00 MHz 1.70 dBmV 40.37 dB 21300 8632
3 Locked 256QAM 2 513.00 MHz 1.40 dBmV 40.95 dB 13504 4261
4 Locked 256QAM 3 519.00 MHz 1.40 dBmV 40.37 dB 7961 3493
5 Locked 256QAM 4 525.00 MHz 1.20 dBmV 40.37 dB 5667 7727
6 Locked 256QAM 5 531.00 MHz 0.90 dBmV 40.37 dB 18445 76084
7 Locked 256QAM 6 537.00 MHz 0.70 dBmV 40.37 dB 44608 262234
8 Locked 256QAM 7 543.00 MHz 0.60 dBmV 38.98 dB 70969 380139
9 Locked 256QAM 8 549.00 MHz 0.60 dBmV 38.98 dB 81109 420634
10 Locked 256QAM 9 555.00 MHz 0.60 dBmV 38.98 dB 82118 438053
11 Locked 256QAM 10 561.00 MHz 1.00 dBmV 38.98 dB 79499 386140
12 Locked 256QAM 11 567.00 MHz 1.40 dBmV 40.37 dB 80636 345172
13 Locked 256QAM 12 573.00 MHz 1.90 dBmV 40.37 dB 69525 261502
14 Locked 256QAM 14 585.00 MHz 2.60 dBmV 40.95 dB 54997 129447
15 Locked 256QAM 15 591.00 MHz 2.40 dBmV 40.37 dB 51292 120868
16 Locked 256QAM 16 597.00 MHz 1.80 dBmV 40.37 dB 46311 104434
17 Locked 256QAM 17 603.00 MHz 1.20 dBmV 38.98 dB 37756 57993
18 Locked 256QAM 18 609.00 MHz 0.50 dBmV 38.61 dB 34018 43886
19 Locked 256QAM 19 615.00 MHz 0.00 dBmV 38.98 dB 35406 56734
20 Locked 256QAM 20 621.00 MHz -0.50 dBmV 40.37 dB 38943 77205
21 Locked 256QAM 21 627.00 MHz -0.50 dBmV 38.98 dB 42721 79362
22 Locked 256QAM 22 633.00 MHz -0.40 dBmV 38.98 dB 42146 80839
23 Locked 256QAM 23 639.00 MHz 0.10 dBmV 38.61 dB 42774 92734
24 Locked 256QAM 24 645.00 MHz 0.70 dBmV 38.98 dB 42906 100499
25 Locked 256QAM 25 651.00 MHz 1.10 dBmV 39.90 dB 4890 17973
26 Locked 256QAM 26 657.00 MHz 1.00 dBmV 39.50 dB 4223 13892
27 Locked 256QAM 27 663.00 MHz 0.50 dBmV 39.50 dB 3686 13479
28 Locked 256QAM 28 669.00 MHz 0.20 dBmV 39.50 dB 3299 12875
29 Locked 256QAM 30 675.00 MHz -0.60 dBmV 39.20 dB 3860 14830
30 Locked 256QAM 31 681.00 MHz -1.40 dBmV 38.90 dB 3846 16000
31 Locked 256QAM 32 687.00 MHz -1.90 dBmV 39.20 dB 3723 15275
32 Locked 256QAM 33 693.00 MHz -1.90 dBmV 39.20 dB 3383 15011

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 41 5120 kSym/s 16.30 MHz 40.00 dBmV
2 Locked ATDMA 44 5120 kSym/s 35.60 MHz 40.25 dBmV
3 Locked ATDMA 43 5120 kSym/s 29.20 MHz 40.00 dBmV
4 Locked ATDMA 42 5120 kSym/s 22.80 MHz 45.00 dBmV

I am currently hardwired directly to my modem and experiencing the same problems, so I don't think it's my router. 

Any suggestions? I think I need a tech to look at the line. 

Question

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Updated 

1 year ago

 • Edited

70

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XfinityAmandaB

Official Employee

 • 

2.3K Messages

1 year ago

 

djoker4015 Thank you so much for making a post on the signal/connection issues you have been running into. I have a quick look at what you gave me and my main concern is the errors both corrected and uncorrected as those alone would cause me to look more into the issue. A technician may be the best course of action for you. If you haven't already, there are a few options to get one set up. The Xfinity app for troubleshooting is a great option, it will walk you through some troubleshooting options and if an issue is detected and not able to be corrected remotely it will offer options to set up an appointment as well so you are not waiting around to get one set up after troubleshooting. If the system is not registering any issues it may not prompt you to set up an appointment, the chat pop-up may come up at that point however and the Xfinity chat assistant has appointment options as well. If you run into any issues with those options, please don't hesitate to let me know!  

 

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