user_sbk131's profile

Regular Visitor

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20 Messages

Thu, Sep 2, 2021 2:00 PM

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Frequent outage - SB8200 issue?

Hello,

I've been experiencing intermittent internet outage for almost 6 months.  Some are caused by general outage but most appears to be happening just to my home.  This occurs once every 10 days or so and only between 7am - 9am in the morning which is frustrating as we work from home.   I call Xfinity and we go through our routine procedures as resetting the modem but I wanted to share a log from this morning's outage (9/2) and my event log and current status to see if anyone can see anything odd going on here:   Of course, after turning everything on and off (routers and switches), it's back up and running again but not each and every time.  Normally takes hour or more for the system to "stabilize" and I am back online.   Today, turning my network switch (Trendnet) on and off seemed to have helped.

Many thanks in advance!

Date Time Event ID Event Level Description
09/02/2021 07:43 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
09/02/2021 07:35 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
09/02/2021 07:35 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
09/02/2021 07:35 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
09/02/2021 06:39 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
09/02/2021 06:39 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
09/02/2021 06:40 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
09/01/2021 07:38 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"

08/23/2021 07:41

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/23/2021 07:41

73040200

3

"TLV-11 - Illegal Set operation failed;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

82000200

3

"No Ranging Response received - T3 time-out;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-(blank);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

08/23/2021 07:40

2436694044

3

"Resetting the cable modem due to docsDevResetNow"

08/23/2021 07:35

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/23/2021 07:35

73040200

3

"TLV-11 - Illegal Set operation failed;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

82000200

3

"No Ranging Response received - T3 time-out;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-(blank);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

08/23/2021 06:55

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/23/2021 06:55

73040200

3

"TLV-11 - Illegal Set operation failed;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

82000200

3

"No Ranging Response received - T3 time-out;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-(blank);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

08/23/2021 06:54

2436694044

3

"Resetting the cable modem due to docsDevResetNow"

08/23/2021 06:41

84000500

3

"SYNC Timing Synchronization failure - Loss of Sync;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/23/2021 06:41

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/23/2021 06:41

73040200

3

"TLV-11 - Illegal Set operation failed;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

82000200

3

"No Ranging Response received - T3 time-out;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-(blank);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:02

82000500

3

"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:02

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:02

73040200

3

"TLV-11 - Illegal Set operation failed;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:02

82000200

3

"No Ranging Response received - T3 time-out;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:02

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-(blank);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:02

82000400

3

"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:02

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:02

82000400

3

"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:02

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:01

82000400

3

"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:01

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:01

82000400

3

"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:01

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:01

82000400

3

"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:01

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:00

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/20/2021 00:00

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

08/19/2021 23:48

82000200

3

"No Ranging Response received - T3 time-out;CM-(blank);CMTS-(blank);CM-QOS=1.1;CM-VER=3.1;"

 

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 549000000 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
5 Locked QAM256 549000000 Hz 3.4 dBmV 41.1 dB 0 0
2 Locked QAM256 531000000 Hz 3.9 dBmV 41.3 dB 0 0
3 Locked QAM256 537000000 Hz 4.0 dBmV 41.3 dB 0 0
4 Locked QAM256 543000000 Hz 3.2 dBmV 41.0 dB 0 0
6 Locked QAM256 555000000 Hz 2.8 dBmV 40.9 dB 0 0
7 Locked QAM256 561000000 Hz 3.4 dBmV 41.0 dB 0 0
8 Locked QAM256 567000000 Hz 2.9 dBmV 40.9 dB 0 0
9 Locked QAM256 573000000 Hz 3.2 dBmV 41.3 dB 0 0
10 Locked QAM256 579000000 Hz 2.6 dBmV 40.9 dB 0 0
11 Locked QAM256 585000000 Hz 3.1 dBmV 41.2 dB 0 0
12 Locked QAM256 591000000 Hz 2.7 dBmV 41.1 dB 0 0
13 Locked QAM256 597000000 Hz 3.1 dBmV 41.3 dB 0 0
14 Locked QAM256 603000000 Hz 2.8 dBmV 41.1 dB 0 0
15 Locked QAM256 609000000 Hz 2.6 dBmV 41.0 dB 0 0
16 Locked QAM256 615000000 Hz 2.4 dBmV 40.8 dB 0 0
17 Locked QAM256 621000000 Hz 2.2 dBmV 40.6 dB 0 0
18 Locked QAM256 627000000 Hz 2.3 dBmV 40.9 dB 0 0
19 Locked QAM256 633000000 Hz 2.1 dBmV 40.9 dB 0 0
20 Locked QAM256 639000000 Hz 2.4 dBmV 41.1 dB 0 0
21 Locked QAM256 645000000 Hz 2.1 dBmV 40.8 dB 0 0
22 Locked QAM256 651000000 Hz 2.1 dBmV 40.8 dB 0 0
23 Locked QAM256 657000000 Hz 2.2 dBmV 40.7 dB 0 0
24 Locked QAM256 663000000 Hz 2.4 dBmV 41.0 dB 0 0
25 Locked QAM256 669000000 Hz 2.3 dBmV 41.0 dB 0 0
26 Locked QAM256 675000000 Hz 2.5 dBmV 39.7 dB 0 0
27 Locked QAM256 681000000 Hz 2.4 dBmV 41.0 dB 0 0
28 Locked QAM256 687000000 Hz 2.3 dBmV 40.7 dB 0 0
29 Locked QAM256 711000000 Hz 2.3 dBmV 40.9 dB 0 0
30 Locked QAM256 693000000 Hz 2.6 dBmV 41.0 dB 0 0
31 Locked QAM256 699000000 Hz 2.1 dBmV 40.9 dB 0 0
32 Locked QAM256 705000000 Hz 2.7 dBmV 41.1 dB 0 0
37 Locked Other 762000000 Hz 2.9 dBmV 39.8 dB 135347865 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 38.0 dBmV
2 2 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 38.0 dBmV
3 3 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 37.0 dBmV
4 4 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 36.0 dBmV
5 9 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 37.0 dBmV



Current System Time: Thu Sep 2 07:59:15 2021

EG

Expert

 • 

95K Messages

1 y ago

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) /  an upstream channel-return path impairment somewhere.


There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

Regular Visitor

 • 

20 Messages

@EG thanks so much for the reply and I look forward to working with your team to better diagnose the issue.   Happy to provide whatever information is necessary to troubleshoot.  

EG

Expert

 • 

95K Messages

Ha ! I wish that they were "my team" ! I'd be RICH !!!

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

Visitor

 • 

2 Messages

1 y ago

So I see this same issue posted all over the forums and literally no answers. Somebody reads the logs and says yeah there is an issue and then literally not a single actual resolution anywhere. I'm not trying to come off as a jerk to the people volunteering their time but what gives? How is there no progress on this? I have a tech coming out to my house Thursday but I'm not very confident. 

EG

Expert

 • 

95K Messages

@grogotron

That's not true, sorry. I've been here a very long time and I've seen most concerns get taken care of. Sometimes things fall through the cracks in this world... And it appears that this one has.

Please create a new topic of your own here on this board detailing your issue if you wish. Thanks.

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
EG

Expert

 • 

95K Messages

1 y ago

@sbkim I'm going to try re-escalating your issue for you. Hold tight.

Regular Visitor

 • 

20 Messages

@EG 

Thanks so much - I appreciate your help!    I just posted an update below.

(edited)

Regular Visitor

 • 

20 Messages

1 y ago

Quick update as this sounds like a pervasive issue.  A tech came out a couple weeks ago and replaced a couple fittings outside but found NO issues with my modem and wiring inside the house.   Starting today I am under new plan and just like other days around 735am in the morning, my internet goes down.   On the phone with Xfinity for one hour doing our typical troubleshooting (mostly rebooting the modem, router, switch multiple times).  Finally, we did a factory reset on SB8200.   Still no connection and then out of no where I have internet again.   Below is my latest status and event log in case anyone is curious but hopefully we can resolve this soon.  Alternatively, I was thinking about getting a new modem or router as Xfinity was quick to note that it's your equipment not us.

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 693000000 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
30 Locked QAM256 693000000 Hz 2.2 dBmV 41.0 dB 0 0
2 Locked QAM256 531000000 Hz 3.7 dBmV 41.3 dB 0 0
3 Locked QAM256 537000000 Hz 3.8 dBmV 41.3 dB 0 0
4 Locked QAM256 543000000 Hz 3.0 dBmV 41.0 dB 0 0
5 Locked QAM256 549000000 Hz 3.2 dBmV 41.2 dB 0 0
6 Locked QAM256 555000000 Hz 2.5 dBmV 40.8 dB 0 0
7 Locked QAM256 561000000 Hz 3.1 dBmV 41.1 dB 0 0
8 Locked QAM256 567000000 Hz 2.4 dBmV 40.8 dB 0 0
9 Locked QAM256 573000000 Hz 2.7 dBmV 41.0 dB 0 0
10 Locked QAM256 579000000 Hz 2.1 dBmV 40.7 dB 0 0
11 Locked QAM256 585000000 Hz 2.6 dBmV 41.0 dB 0 0
12 Locked QAM256 591000000 Hz 2.3 dBmV 40.8 dB 0 0
13 Locked QAM256 597000000 Hz 2.7 dBmV 40.9 dB 0 0
14 Locked QAM256 603000000 Hz 2.5 dBmV 40.8 dB 0 0
15 Locked QAM256 609000000 Hz 2.4 dBmV 40.7 dB 0 0
16 Locked QAM256 615000000 Hz 2.3 dBmV 40.7 dB 0 0
17 Locked QAM256 621000000 Hz 2.1 dBmV 40.8 dB 0 0
18 Locked QAM256 627000000 Hz 2.2 dBmV 40.9 dB 0 0
19 Locked QAM256 633000000 Hz 2.0 dBmV 40.9 dB 0 0
20 Locked QAM256 639000000 Hz 2.2 dBmV 40.8 dB 0 0
21 Locked QAM256 645000000 Hz 1.8 dBmV 40.7 dB 0 0
22 Locked QAM256 651000000 Hz 1.7 dBmV 40.5 dB 0 0
23 Locked QAM256 657000000 Hz 1.7 dBmV 40.6 dB 0 0
24 Locked QAM256 663000000 Hz 1.8 dBmV 40.7 dB 0 0
25 Locked QAM256 669000000 Hz 1.8 dBmV 40.7 dB 0 0
26 Locked QAM256 675000000 Hz 1.8 dBmV 40.2 dB 0 0
27 Locked QAM256 681000000 Hz 1.9 dBmV 40.8 dB 0 0
28 Locked QAM256 687000000 Hz 1.8 dBmV 40.6 dB 0 0
29 Locked QAM256 711000000 Hz 2.2 dBmV 41.0 dB 0 0
31 Locked QAM256 699000000 Hz 1.9 dBmV 40.9 dB 0 0
32 Locked QAM256 705000000 Hz 2.5 dBmV 41.2 dB 0 0
37 Locked Other 762000000 Hz 2.1 dBmV 39.8 dB 262497068 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 38.0 dBmV
2 2 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 38.0 dBmV
3 3 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 37.0 dBmV
4 4 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 36.0 dBmV
5 9 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 36.0 dBmV



Current System Time: Mon Sep 20 09:18:57 2021

Event Log

The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Top of Form

Date Time

Event ID

Event Level

Description

09/20/2021 08:33

67061600

6

"DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.1;"

09/20/2021 08:33

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.1;"

09/20/2021 08:33

73040200

3

"TLV-11 - Illegal Set operation failed;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

2436694066

6

"Honoring MDD; IP provisioning mode = IPv6"

01/01/1970 00:00

82000200

3

"No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:00

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

09/20/2021 08:32

2436694044

3

"Resetting the cable modem due to docsDevResetNow"

09/20/2021 07:57

68001102

3

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.1;"

09/20/2021 07:57

73040200

3

"TLV-11 - Illegal Set operation failed;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:02

82000200

3

"No Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:02

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

01/01/1970 00:02

84000100

3

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

Regular Visitor

 • 

20 Messages

1 y ago

According to Arris, myUpstream Bonded Channels power levels should be over 40 dbmv - is this correct?  Mine are all below 40.

  • In the Upstream Bonded Channels section, identify the number of Channels and Type to find verify Upstream Power levels are within the acceptable range for each upstream channel. 
     
    Upstream Transmit Power Level
    Channel US Channel Type Acceptable Upstream Power Level
    Single SC-QAM 45 to 61 dBmV
    Two SC-QAM 45 to 54 dBmV
    Three or more SC-QAM 45 to 51 dBmV
    User-added image
     
  • Refresh the page at least twice to identify variations in SNR, Downstream Power, and Upstream Power.   

XfinityDevin

Official Employee

 • 

721 Messages

@EG Thank you for taking a look at everything and escalating this for us. We're happy to be on the same team as you, by the way :). 

@sbkim

We truly appreciate you taking this time to work with us and provide all the details and signals from your modem. I see you have sent us a direct message and I will respond to that with more detail in just a moment :). 

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

Regular Visitor

 • 

20 Messages

Sorry for missing your DM.   Just responded with info you needed.

linded

Regular Visitor

 • 

9 Messages

10 m ago


Hi,

 I had the same issue with frequent periodic disconnects when using SB8200.  Had external house cable fitting replaced. Last tech replaced cable connectors. Everything looked ok. The tech noticed small noise on one of the TV cables but said it is within acceptable range. If I still had problem After he left I could replace all the cables and connectors in the house.

after he left I verified all cables  had termination and looked ok. I then unplugged the splitter (took all TVs offline) and fed the cable directly to the cable modem. Pc connected directly to cable modem still showed the issue even though the tech showed raw performance of cable to the house was 1.2 Gb  capable.   My service is  only 800Mbps when working. 24MBps when not working.

I then rented Comcast xFi router and no problem connecting directly to cable modem. I have been using xFi router since then. I believe the SB8200 is hyper sensitive to noise and signal level as compared to Comcast offered cable modems.

I found it frustrating in 21st century that the modem does keep a detailed trace of events for supportability. The existing trace statements are insufficient to troubleshoot. The techs were more interested in signal level, S/N, and signal phase movement, but not interested in DOCSYS protocol events.

Pealing off this layer of the onion leaves me with one last issue. ASUS router falsely claiming that internet is disconnected.

I have been working with ASUS to get their GT-AX11000 router to stop claiming my internet is not available through the xFi router when devices are online and getting 926Mbps  on a 800Mbps plan.  

I keep reminding myself that the journey is more important than the destination…

Happy bug hunting. Clear skies to you.

david

Regular Visitor

 • 

20 Messages

7 m ago

Hello - for the last 9 months, I've been battling frequent outages that requires modem reboot or reset to get back on line.  I actually had a separate thread on my issues with Arris 8200 modem but to no avail.   Just 4 months ago, I decided to purchase a new modem (Motorola 8600) just to see if it will help which it did for a couple months but now my outages are back.  

Speaking of outages, mine happens like clockwork on Monday mornings for some reason - typically around 7am ish.

So far, I've had two tech visits that yielded no improvements.  They've tried replacing some connection (splitters) etc but again they all say my signal is just fine. 

Now I am getting daily outages.  When I call Xfinity tech support, they can see my modem greyed out and sending restart doesn't work unless I actually unplug the modem.

Below are my error logs and specs as of this morning.   It would have been a longer list of errors,  but hard reset (holding down for 30 sec) has cleared the old errors.

Anything I can do other than just renting Xfinity modem?

Thanks!

 

 

Event Log

 


  

   

Time 

 

Priority 

 

Description 

   

Time Not Established

 

Critical (3)

 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=blank;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

   

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=blank;CMTS-MAC=00:----;CM-QOS=1.1;CM-VER=3.1;

   

Time Not Established

 

Critical (3)

 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=blank;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

   

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=blank;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

   

Time Not Established

 

Critical (3)

 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=blank;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

   

Time Not Established

 

Critical (3)

 

No Ranging Response received - T3 time-out;CM-MAC=blank;CMTS-MAC=00:---;CM-QOS=1.1;CM-VER=3.1;

   

Time Not Established

 

Critical (3)

 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=blank;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

   

Time Not Established

 

Notice (6)

 

Honoring MDD; IP provisioning mode = IPv6

   

08:41:27
Mon Jan 24 2022

 

Notice (6)

 

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=blank;CMTS-MAC=00:---;CM-QOS=1.1;CM-VER=3.1;

 

 

Connection

Top of Form

   Startup Sequence

 

 

   Startup Step

Status

Comment



  

   Acquire Downstream Channel

549000000 Hz

Locked


  

   Upstream Connection

OK

Operational


  

   Boot State

OK

Operational



  

   Configuration File

OK


  

   Security

Enabled

BPI+


  

 

   Connection Status

 

 

   System Up Time

0 days 00h:02m:17s

 


  

   Network Access

Allowed

 


  

 

   Downstream Bonded Channels

 


  

   Channel

Lock Status

Modulation

Channel ID

Freq. (MHz)

Pwr (dBmV)

SNR (dB)

Corrected

Uncorrected

   1

Locked

QAM256

5

549.0

6.1

41.4

0

0

   2

Locked

QAM256

1

525.0

6.7

41.4

0

0

   3

Locked

QAM256

2

531.0

6.6

41.7

0

0

   4

Locked

QAM256

3

537.0

6.7

41.6

0

0

   5

Locked

QAM256

4

543.0

6.3

41.4

0

0

   6

Locked

QAM256

6

555.0

5.9

41.1

0

0

   7

Locked

QAM256

7

561.0

6.2

41.4

0

0

   8

Locked

QAM256

8

567.0

5.9

41.4

0

0

   9

Locked

QAM256

9

573.0

6.0

41.2

0

0

   10

Locked

QAM256

10

579.0

5.6

41.2

0

0

   11

Locked

QAM256

11

585.0

5.8

41.4

0

0

   12

Locked

QAM256

12

591.0

5.6

41.3

0

0

   13

Locked

QAM256

13

597.0

5.7

41.3

0

0

   14

Locked

QAM256

14

603.0

5.6

41.2

0

0

   15

Locked

QAM256

15

609.0

5.5

41.0

0

0

   16

Locked

QAM256

16

615.0

5.4

41.2

0

0

   17

Locked

QAM256

17

621.0

5.2

41.0

0

0

   18

Locked

QAM256

18

627.0

5.4

41.2

0

0

   19

Locked

QAM256

19

633.0

5.2

41.1

0

0

   20

Locked

QAM256

33

495.0

7.4

41.2

0

0

   21

Locked

QAM256

34

507.0

7.4

41.6

0

0

   22

Locked

QAM256

35

513.0

7.1

41.5

0

0

   23

Locked

QAM256

36

519.0

7.0

41.6

0

0

   24

Locked

OFDM PLC

37

762.0

6.1

41.3

795521

0

   25

Locked

QAM256

38

471.0

7.8

41.3

0

0

   26

Locked

QAM256

39

477.0

7.6

41.2

0

0

   27

Locked

QAM256

40

483.0

7.7

41.5

0

0

   28

Locked

QAM256

41

489.0

7.4

41.5

0

0

   29

Locked

QAM256

42

447.0

7.5

41.3

0

0

   30

Locked

QAM256

43

453.0

7.7

41.5

0

0

   31

Locked

QAM256

44

459.0

7.5

41.3

0

0

   32

Locked

QAM256

45

465.0

7.5

41.5

0

0

 

   Upstream Bonded Channels

 


  

   Channel

Lock Status

Channel Type

Channel ID

Symb. Rate (Ksym/sec)

Freq. (MHz)

Pwr (dBmV)

   1

Locked

SC-QAM

1

5120

35.6

38.5

   2

Locked

SC-QAM

2

5120

29.2

39.0

   3

Locked

SC-QAM

3

5120

22.8

38.3

   4

Locked

SC-QAM

4

5120

16.4

38.0

   5

Locked

SC-QAM

9

2560

40.4

36.5

Bottom of Form

 

Note: This comment was created from a merged conversation originally titled Frequent outage again

(edited)

Regular Visitor

 • 

20 Messages

7 m ago

Just a quick note - I've replaced Arris 8200 modem with Motorla 8600 modem but having similar drop out issues once a week.

Regular Visitor

 • 

20 Messages

6 m ago

Please see below updated Connection info - not sure what's going on but seeing more channels requiring corrections?

Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 5 549.0 6.5 41.1 1 0
   2 Locked QAM256 1 525.0 7.1 41.4 0 0
   3 Locked QAM256 2 531.0 7.0 41.5 1 0
   4 Locked QAM256 3 537.0 7.0 41.4 1 0
   5 Locked QAM256 4 543.0 6.6 41.3 1 0
   6 Locked QAM256 6 555.0 6.1 41.2 1 0
   7 Locked QAM256 7 561.0 6.5 41.3 1 0
   8 Locked QAM256 8 567.0 6.0 41.2 2 0
   9 Locked QAM256 9 573.0 6.3 41.1 1 0
   10 Locked QAM256 10 579.0 5.7 40.8 1 0
   11 Locked QAM256 11 585.0 6.0 41.0 1 0
   12 Locked QAM256 12 591.0 5.8 41.0 1 0
   13 Locked QAM256 13 597.0 5.9 41.2 0 0
   14 Locked QAM256 14 603.0 5.7 40.9 1 0
   15 Locked QAM256 15 609.0 5.7 40.9 0 0
   16 Locked QAM256 16 615.0 5.7 41.0 1 0
   17 Locked QAM256 17 621.0 5.5 40.9 1 0
   18 Locked QAM256 18 627.0 5.7 41.1 1 0
   19 Locked QAM256 19 633.0 5.5 41.1 2 0
   20 Locked QAM256 33 495.0 7.6 41.2 1 0
   21 Locked QAM256 34 507.0 7.6 41.3 1 0
   22 Locked QAM256 35 513.0 7.3 41.4 0 0
   23 Locked QAM256 36 519.0 7.2 41.5 1 0
   24 Locked OFDM PLC 37 762.0 6.3 41.1 648563253 595
   25 Locked QAM256 38 471.0 8.2 41.3 1 0
   26 Locked QAM256 39 477.0 8.0 40.9 1 0
   27 Locked QAM256 40 483.0 8.2 41.3 1 0
   28 Locked QAM256 41 489.0 7.7 41.3 1 0
   29 Locked QAM256 42 447.0 7.8 41.1 0 0
   30 Locked QAM256 43 453.0 8.1 41.3 2 0
   31 Locked QAM256 44 459.0 7.9 41.1 1 0
   32 Locked QAM256 45 465.0 7.9 41.2 0 0

Official Employee

 • 

878 Messages

Hi there! We are sorry to hear that you have been experiencing an intermittent connection. Our awesome digital care team will be happy to assist you! Can you initiate a chat and start with your full name and address? To start a chat, you must be signed in. Please click the chat icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

 

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Regular Visitor

 • 

20 Messages

@XfinityAirelle​ Thanks - I sent a message on Tuesday (3 days ago) and haven't received a response. 

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