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peterka09011
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Thursday, September 2nd, 2021 10:08 PM

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Frequent outage - SB8200 issue here also!

Xfinity upgraded me to an 800 Mps plan last April 2021, about the same time I started experiencing frequent internet outages. I gave up trying to get it fixed by calling Xfinity's tech support, since they just read a script and prescribe the same resets and reboots every time. I decided to buy a new Arris SB8200 since it runs the latest DOCSIS 3.1, handles gigabit speeds, and is on the Xfinity approved list.

I see that I am not the only one with an SB8200 suffering these madding disconnects.

Since April, I experience outages lasting from 3 minutes to more than 30 minutes, averaging about ten per week. Powering off the modem usually does not fix the problem - the modem cannot connect.

What does work, I figured out, is if I disconnect the main coax drop from the utility pole from the Xfinity-supplied powered splitter and connect it directly to the SB8200 - the cable modem will reconnect after waiting about 4 minutes for the reboot.

The powered splitter has three other TV coax lines to feed three TVs. It was just replaced by Xfinity during one of their several visits to my home. I printed out my router's Status and Event Log, but I really have no idea how to interpret them.

I have had the outside line and neighborhood junctions inspected (supposedly) by an Xfinity tech after the in-house tech ordered the inspection. 

Can anybody help me diagnose my problem? Thank you

[Images Removed: "Personal Information"]

Question

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Updated 

4 years ago

 • Edited

2.2K

6

XfinityNico

Official Employee

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553 Messages

4 years ago

Hello @peterka09011, thanks for reaching out for help on our forums! You've reached the right team to help and we can certainly assist with this intermittent concern. In order to get started can you please send us a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

1

0

user_956b00

Visitor

 • 

1 Message

@XfinityNico 

Hello Nico,

I am out of internet service for 5 days now! following a power outage in my area. Power was restored in 24 hrs last monday, but still no internet. your A.I. assistant is mediocre and doesn't provide any update nor ETA. I am left in the dark with no clue when internet will be repaired! I work from home as well as my kids. I need Internet now. I need to talk to technical support but there's no phone # to call. This all customer support is a disaster! please help!!!

This reply has been converted into a post

4 years ago

0

peterka09011

Contributor

 • 

41 Messages

4 years ago

Thanks Nico - I just sent a private message to Xfinity Support with my information, as you requested. My connection dropped off for 22+ minutes at 12:28 a.m. today, and I just checked my SB8200's Status and Event log reports. They don't look good! Here they are:

Status of Router Report as of 6:15 a.m. today 9/3/21:

And here is the Event Log:
[Image Removed: "Personal Information"]

(edited)

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0

peterka09011

Contributor

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41 Messages

4 years ago

I guess my Event log's MAC address is too personal, but is there another way to post the events? I just lost my connect 30 minutes ago, AGAIN!!

6

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XfinityAmira

Official Employee

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4.1K Messages

Thanks for sending us a private message and for posting your updated modem logs. We're sorry to hear you're continuously losing your internet connection and we certainly want to help. We have responded to your private message and will continue assisting you there. Thank you! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

0

peterka09011

Contributor

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41 Messages

OK, account number sent.

4 years ago

0

EG

Expert

 • 

110.4K Messages

@peterka09011 FWIW, the upstream power levels are way out of spec in the second posting ! You should get the techs re-involved again until it is fixed properly.

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.


Good luck !

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

4 years ago

0

peterka09011

Contributor

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41 Messages

@EG - thank you for confirming my levels are out of spec! This happens after about 1 or 1 hours of service. The readings start out fine, but then uncorrectables and voltage start to climb. I am chatting with an Xfinity person who thought "reprovisioning" my SB8200 cable modem would do the trick. That was a couple days ago.

All was well, but after 24 hours the connection went out. Now I have only the main coax source cable from outside connected to my cable modem and the status screen for my Arris SB 8200 shows (predictably) that my Upstream level is way high again, and the uncorrectables are mounting. I'm sick and tired of pleading for a fix with Xfinity! The chat tech Nico says they ran some remote tests and have identified a "signal issue" and he asked me for my phone number so a tech can visit. The Merry-go-round continues...

Here are my level from the current Status Page:        

Procedure Status Comment
Acquire Downstream Channel 513000000 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
24 Locked QAM256 513000000 Hz -2.6 dBmV 39.6 dB 77 360
4 Locked QAM256 393000000 Hz -2.4 dBmV 40.1 dB 121 601
5 Locked QAM256 399000000 Hz -2.6 dBmV 40.0 dB 125 596
6 Locked QAM256 405000000 Hz -2.6 dBmV 39.7 dB 115 585
7 Locked QAM256 411000000 Hz -2.5 dBmV 39.6 dB 126 577
8 Locked QAM256 417000000 Hz -2.3 dBmV 39.8 dB 113 597
9 Locked QAM256 423000000 Hz -2.3 dBmV 40.1 dB 108 566
10 Locked QAM256 429000000 Hz -2.3 dBmV 39.9 dB 114 548
11 Locked QAM256 435000000 Hz -2.5 dBmV 39.9 dB 107 528
12 Locked QAM256 441000000 Hz -2.5 dBmV 39.9 dB 95 505
13 Locked QAM256 447000000 Hz -2.5 dBmV 39.8 dB 110 527
14 Locked QAM256 453000000 Hz -2.5 dBmV 39.8 dB 96 506
15 Locked QAM256 459000000 Hz -2.6 dBmV 39.5 dB 91 469
16 Locked QAM256 465000000 Hz -2.7 dBmV 39.6 dB 102 504
17 Locked QAM256 471000000 Hz -2.8 dBmV 39.8 dB 110 443
18 Locked QAM256 477000000 Hz -2.6 dBmV 39.7 dB 94 429
19 Locked QAM256 483000000 Hz -2.5 dBmV 40.0 dB 92 420
20 Locked QAM256 489000000 Hz -2.4 dBmV 39.7 dB 82 414
21 Locked QAM256 495000000 Hz -2.4 dBmV 39.8 dB 83 378
22 Locked QAM256 501000000 Hz -2.5 dBmV 39.5 dB 74 372
23 Locked QAM256 507000000 Hz -2.5 dBmV 39.3 dB 90 375
25 Locked QAM256 519000000 Hz -2.6 dBmV 39.8 dB 75 343
26 Locked QAM256 525000000 Hz -2.7 dBmV 39.7 dB 74 366
27 Locked QAM256 531000000 Hz -3.2 dBmV 39.4 dB 65 354
28 Locked QAM256 537000000 Hz -3.4 dBmV 39.3 dB 77 334
29 Locked QAM256 543000000 Hz -3.3 dBmV 39.3 dB 57 342
30 Locked QAM256 549000000 Hz -3.1 dBmV 39.1 dB 65 310
31 Locked QAM256 555000000 Hz -2.9 dBmV 38.9 dB 72 338
32 Locked QAM256 561000000 Hz -2.9 dBmV 39.4 dB 58 313
33 Locked QAM256 567000000 Hz -2.7 dBmV 39.5 dB 49 298
34 Locked QAM256 573000000 Hz -2.9 dBmV 39.5 dB 65 339
48 Locked Other 850000000 Hz -3.6 dBmV 38.2 dB 1701509839 29634



Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 58.0 dBmV
2 2 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 58.0 dBmV
3 3 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 58.0 dBmV
4 4 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 58.0 dBmV
5 5 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 55.0 dBmV



Current System Time: Sun Sep 5 15:31:47 2021

4 years ago

0

EG

Expert

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110.4K Messages

The rep was cluess ...... Provisiong has nothing to do with the line connection quality / power levels !..... Something intermittent is definitely going on with the line(s) somewhere.

I suggest that you respond again to Xfinity support. You need a tech out !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

4 years ago

0

peterka09011

Contributor

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41 Messages

4 years ago

@EG - Thank you again. The tech is scheduled to visit Wed between 8 and 11 am. I sure hope his readings detect an anomalous signal... Previous visits showed normal levels.

In electronics, "Intermittent Anything" is the worst possible problem to have. And with Xfinity, having to climb and re-climb the escalation ladder via their 800 number and first-tier Philippines service agents makes it excruciatingly frustrating.

I am trying to keep my cable modem plugged in so as to preserve its buffered Event / Error Log for the tech's visit. In the meantime, below is a fresh Status report from the modem:

Connection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 513000000 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
24 Locked QAM256 513000000 Hz -1.7 dBmV 39.6 dB 77 360
4 Locked QAM256 393000000 Hz -1.6 dBmV 40.3 dB 121 601
5 Locked QAM256 399000000 Hz -1.8 dBmV 40.1 dB 125 596
6 Locked QAM256 405000000 Hz -1.8 dBmV 39.9 dB 115 585
7 Locked QAM256 411000000 Hz -1.7 dBmV 39.8 dB 126 577
8 Locked QAM256 417000000 Hz -1.6 dBmV 40.0 dB 113 597
9 Locked QAM256 423000000 Hz -1.5 dBmV 40.3 dB 108 566
10 Locked QAM256 429000000 Hz -1.6 dBmV 40.1 dB 114 548
11 Locked QAM256 435000000 Hz -1.7 dBmV 39.9 dB 107 528
12 Locked QAM256 441000000 Hz -1.7 dBmV 39.8 dB 95 505
13 Locked QAM256 447000000 Hz -1.7 dBmV 39.9 dB 110 527
14 Locked QAM256 453000000 Hz -1.8 dBmV 39.7 dB 96 506
15 Locked QAM256 459000000 Hz -1.8 dBmV 39.5 dB 91 469
16 Locked QAM256 465000000 Hz -1.9 dBmV 39.7 dB 102 504
17 Locked QAM256 471000000 Hz -2.1 dBmV 39.7 dB 110 443
18 Locked QAM256 477000000 Hz -1.9 dBmV 39.6 dB 94 429
19 Locked QAM256 483000000 Hz -1.8 dBmV 39.7 dB 92 420
20 Locked QAM256 489000000 Hz -1.7 dBmV 39.6 dB 82 414
21 Locked QAM256 495000000 Hz -1.6 dBmV 39.7 dB 83 378
22 Locked QAM256 501000000 Hz -1.7 dBmV 39.5 dB 74 372
23 Locked QAM256 507000000 Hz -1.7 dBmV 39.2 dB 90 375
25 Locked QAM256 519000000 Hz -1.8 dBmV 39.8 dB 75 343
26 Locked QAM256 525000000 Hz -1.9 dBmV 39.6 dB 74 366
27 Locked QAM256 531000000 Hz -2.4 dBmV 39.4 dB 65 354
28 Locked QAM256 537000000 Hz -2.6 dBmV 39.3 dB 77 334
29 Locked QAM256 543000000 Hz -2.7 dBmV 39.3 dB 57 342
30 Locked QAM256 549000000 Hz -2.4 dBmV 39.1 dB 65 310
31 Locked QAM256 555000000 Hz -2.2 dBmV 39.0 dB 72 338
32 Locked QAM256 561000000 Hz -2.3 dBmV 39.5 dB 58 313
33 Locked QAM256 567000000 Hz -2.2 dBmV 39.5 dB 49 298
34 Locked QAM256 573000000 Hz -2.3 dBmV 39.5 dB 65 339
48 Locked Other 850000000 Hz -3.0 dBmV 38.2 dB 2701489215 29634



Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 58.0 dBmV
2 2 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 58.0 dBmV
3 3 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 58.0 dBmV
4 4 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 58.0 dBmV
5 5 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 55.0 dBmV



Current System Time: Mon Sep 6 07:22:45 2021

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0

EG

Expert

 • 

110.4K Messages

4 years ago

Show the tech this thread to prove that something intermittent is going on. Please post back with how things turn out. Good luck !

0

0

peterka09011

Contributor

 • 

41 Messages

4 years ago

Will do, on Wednesday. Thank you again.

6

0

EG

Expert

 • 

110.4K Messages

@peterka09011

Quite welcome ! 🙂 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

4 years ago

0

CCAmir

Gold Problem Solver

 • 

7.2K Messages

Hello, I wanted to reach back out to see how things went with our tech, did we get everything taken care of for you? 

I no longer work for Comcast.

4 years ago

0

peterka09011

Contributor

 • 

41 Messages

They are coming back to replace my underground coax cable in a week or so.

4 years ago

0

CCAmir

Gold Problem Solver

 • 

7.2K Messages

Sweet! I am glad that we have a plan in place, I'll set another reminder to reach back out in a week to ensure this is taken care of :) Have a good day. 

I no longer work for Comcast.

4 years ago

0

EG

Expert

 • 

110.4K Messages

@peterka09011 

Please post back here in these public forums with how it turns out, thank you.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

4 years ago

0

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