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Extremely High Latency, Intermittent Issues Causing 3000ms+ ping
Recently, the internet has been going completely crazy (3000ms+ intermittent ping 3-4 times per week or more for hours sometimes), Xfinity technicians have been out multiple times, but has not been able to solve the issue.
Network specifics:
Arris SB8200 and Orbi Wifi 6 Mesh network with router and 2 satellites
I have about 50 devices on my network at any time (some IOT, some Apple TVs, and other standard devices)
I have clear signal, not too many neighbors, so Wifi SNR is very good.
Symptoms:
Network completely comes to a halt with 3000+ms ping times multiple times per week.
Sometimes if I remove a device or two from the network, it appears to improve, but regresses again shortly.
Some days, it will be perfect with no issues. Other days, it will be terrible most of the day (like today).
Attempts to resolve:
1. Hard reset router
2. Hard reset modem
3. Configured with new SSID to isolate the issue being from a device and slowly added devices over time.
4. Remove devices one by one from the network (sometimes this helps fix the issue, but it seems like it doesn't matter which device I remove...i.e. there's no rogue device).
I've spent dozens of hours trying to track this issue down and have come to a dead end. After another hard reset of the modem today, these are the numbers & errors I'm seeing if this helps:
Common errors in the logs from the Arris SB8200:
"UCD invalid or channel unusable;"
"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
Connection Status from Arris:
Startup Procedure | ||
---|---|---|
Procedure | Status | Comment |
Acquire Downstream Channel | 675000000 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 | 675000000 Hz | 5.9 dBmV | 42.2 dB | 0 | 0 |
13 | Locked | QAM256 | 489000000 Hz | 4.9 dBmV | 42.7 dB | 0 | 0 |
14 | Locked | QAM256 | 495000000 Hz | 4.9 dBmV | 42.6 dB | 0 | 0 |
15 | Locked | QAM256 | 501000000 Hz | 4.8 dBmV | 42.7 dB | 0 | 0 |
16 | Locked | QAM256 | 507000000 Hz | 4.8 dBmV | 42.7 dB | 0 | 0 |
17 | Locked | QAM256 | 513000000 Hz | 4.8 dBmV | 42.8 dB | 0 | 0 |
18 | Locked | QAM256 | 519000000 Hz | 4.8 dBmV | 42.7 dB | 0 | 0 |
19 | Locked | QAM256 | 525000000 Hz | 4.9 dBmV | 42.7 dB | 0 | 0 |
20 | Locked | QAM256 | 531000000 Hz | 4.9 dBmV | 42.7 dB | 0 | 0 |
21 | Locked | QAM256 | 537000000 Hz | 5.0 dBmV | 42.7 dB | 0 | 0 |
22 | Locked | QAM256 | 543000000 Hz | 5.2 dBmV | 42.8 dB | 0 | 0 |
23 | Locked | QAM256 | 549000000 Hz | 5.0 dBmV | 42.7 dB | 0 | 0 |
24 | Locked | QAM256 | 555000000 Hz | 5.2 dBmV | 42.7 dB | 0 | 0 |
25 | Locked | QAM256 | 561000000 Hz | 5.4 dBmV | 42.9 dB | 0 | 0 |
26 | Locked | QAM256 | 567000000 Hz | 5.4 dBmV | 42.8 dB | 0 | 0 |
27 | Locked | QAM256 | 573000000 Hz | 5.6 dBmV | 42.8 dB | 0 | 0 |
28 | Locked | QAM256 | 579000000 Hz | 5.7 dBmV | 42.9 dB | 0 | 0 |
29 | Locked | QAM256 | 585000000 Hz | 5.7 dBmV | 42.8 dB | 0 | 0 |
30 | Locked | QAM256 | 591000000 Hz | 5.6 dBmV | 43.0 dB | 0 | 0 |
31 | Locked | QAM256 | 597000000 Hz | 5.5 dBmV | 42.8 dB | 0 | 0 |
32 | Locked | QAM256 | 603000000 Hz | 5.4 dBmV | 42.8 dB | 0 | 0 |
33 | Locked | QAM256 | 609000000 Hz | 5.4 dBmV | 42.6 dB | 0 | 0 |
34 | Locked | QAM256 | 615000000 Hz | 5.3 dBmV | 42.5 dB | 0 | 0 |
35 | Locked | QAM256 | 621000000 Hz | 5.5 dBmV | 42.7 dB | 0 | 0 |
36 | Locked | QAM256 | 627000000 Hz | 5.5 dBmV | 42.7 dB | 0 | 0 |
37 | Locked | QAM256 | 633000000 Hz | 5.3 dBmV | 42.6 dB | 0 | 0 |
38 | Locked | QAM256 | 639000000 Hz | 5.5 dBmV | 42.5 dB | 0 | 0 |
39 | Locked | QAM256 | 645000000 Hz | 5.5 dBmV | 42.7 dB | 0 | 0 |
40 | Locked | QAM256 | 651000000 Hz | 5.6 dBmV | 42.7 dB | 0 | 0 |
41 | Locked | QAM256 | 657000000 Hz | 5.7 dBmV | 42.6 dB | 0 | 0 |
42 | Locked | QAM256 | 663000000 Hz | 5.8 dBmV | 42.7 dB | 0 | 0 |
43 | Locked | QAM256 | 669000000 Hz | 5.9 dBmV | 42.7 dB | 0 | 0 |
193 | Locked | Other | 957000000 Hz | 4.2 dBmV | 39.5 dB | 178547564 | 0 |
Upstream Bonded Channels | ||||||
---|---|---|---|---|---|---|
Channel | Channel ID | Lock Status | US Channel Type | Frequency | Width | Power |
1 | 17 | Locked | SC-QAM Upstream | 16400000 Hz | 6400000 Hz | 46.0 dBmV |
2 | 18 | Locked | SC-QAM Upstream | 22800000 Hz | 6400000 Hz | 46.0 dBmV |
3 | 19 | Locked | SC-QAM Upstream | 29200000 Hz | 6400000 Hz | 46.0 dBmV |
4 | 20 | Locked | SC-QAM Upstream | 35600000 Hz | 6400000 Hz | 45.0 dBmV |
XfinityBenny
Official Employee
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790 Messages
1 year ago
@m22b Thanks for posting all the details! It is concerning to see the issue happen after the onsite work, but we won't give up until its fixed. We'll need to have another tech out asap to continue investigating, or have them refer this to our maintenance crews in the area. Many times our techs grant contact info for continued issues. Are you in touch with the local techs or supervisor to have them go back?
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