m22b's profile

New Poster

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5 Messages

Thursday, January 11th, 2024 12:53 AM

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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

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? 

New Poster

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5 Messages

No, I'm not in touch with them. I've left a message or two with the local supervisor, but haven't heard back. I'll try again, but it seems like it's gotten a little bit better the last 2 weeks.

(edited)

New Poster

 • 

5 Messages

Issues are back and continuing. I've literally tried everything but now I'm starting to notice uncorrectable errors:

Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
20 Locked QAM256 531000000 Hz 4.9 dBmV 42.1 dB 0 0
13 Locked QAM256 489000000 Hz 4.8 dBmV 42.1 dB 0 0
14 Locked QAM256 495000000 Hz 4.8 dBmV 42.1 dB 0 0
15 Locked QAM256 501000000 Hz 4.7 dBmV 42.2 dB 0 0
16 Locked QAM256 507000000 Hz 4.7 dBmV 42.1 dB 0 0
17 Locked QAM256 513000000 Hz 4.7 dBmV 42.2 dB 0 0
18 Locked QAM256 519000000 Hz 4.7 dBmV 42.2 dB 0 0
19 Locked QAM256 525000000 Hz 4.9 dBmV 42.2 dB 0 0
21 Locked QAM256 537000000 Hz 4.9 dBmV 42.2 dB 0 0
22 Locked QAM256 543000000 Hz 5.1 dBmV 42.3 dB 0 0
23 Locked QAM256 549000000 Hz 5.0 dBmV 42.1 dB 0 0
24 Locked QAM256 555000000 Hz 5.1 dBmV 42.2 dB 0 0
25 Locked QAM256 561000000 Hz 5.2 dBmV 42.2 dB 0 0
26 Locked QAM256 567000000 Hz 5.2 dBmV 42.3 dB 0 0
27 Locked QAM256 573000000 Hz 5.5 dBmV 42.4 dB 11 0
28 Locked QAM256 579000000 Hz 5.5 dBmV 42.4 dB 15 0
29 Locked QAM256 585000000 Hz 5.5 dBmV 42.4 dB 10 0
30 Locked QAM256 591000000 Hz 5.4 dBmV 42.4 dB 0 0
31 Locked QAM256 597000000 Hz 5.2 dBmV 42.3 dB 0 0
32 Locked QAM256 603000000 Hz 5.1 dBmV 42.2 dB 0 0
33 Locked QAM256 609000000 Hz 5.1 dBmV 42.2 dB 0 0
34 Locked QAM256 615000000 Hz 4.9 dBmV 42.0 dB 0 0
35 Locked QAM256 621000000 Hz 5.1 dBmV 42.0 dB 0 0
36 Locked QAM256 627000000 Hz 5.1 dBmV 42.0 dB 0 0
37 Locked QAM256 633000000 Hz 4.9 dBmV 42.0 dB 0 0
38 Locked QAM256 639000000 Hz 5.0 dBmV 42.0 dB 0 0
39 Locked QAM256 645000000 Hz 5.1 dBmV 42.0 dB 0 0
40 Locked QAM256 651000000 Hz 5.2 dBmV 42.1 dB 0 0
41 Locked QAM256 657000000 Hz 5.4 dBmV 42.2 dB 0 0
42 Locked QAM256 663000000 Hz 5.4 dBmV 42.2 dB 0 0
43 Locked QAM256 669000000 Hz 5.6 dBmV 42.3 dB 0 0
44 Locked QAM256 675000000 Hz 5.6 dBmV 41.2 dB 0 0
193 Locked Other 957000000 Hz 3.5 dBmV 39.5 dB 497801932 63928

Official Employee

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1.4K Messages

@m22b It would be best to get a technician out to get this resolved. Would you like to get that set up? 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 Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
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Type your message in the text area near the bottom of the window
Press Enter to send it

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