U

Visitor

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2 Messages

Mon, Oct 4, 2021 6:16 PM

Intermittent complete loss of connectivity getting worse

Hello,

We have been experiencing intermittent loss of connectivity (happens a few times a week, random hours of the day/night, lasts for anywhere from a few seconds to few minutes). We have had technicians visit our home. They have verified signal strengths coming into our modem, changed the cable going from the home to the pole, and finally changed a component on the pole (I am not familiar with that that was - but the technician mentioned they replaced something there). On our part, we have replaced the old modem with a new one. None of these have helped - in fact over the past couple of months the service reliability has degraded.

Since we work from home, this has become a severe issue with repeated and random interruptions to important conference calls.

I am including the output of the modem logs and signal strengths. In some cases the logs indicate a failure (e.g. at 8.24). In other instances the logs do not seem to indicate much (e.g. at 9.30 we had a connectivity loss for about 13 minutes, but the logs do not show much information). 

Modem: Arris SB8200

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Information
Standard Specification Compliant Docsis 3.1
Hardware Version 6
Software Version AB01.02.053.05_051921_193.0A.NSH
Cable Modem MAC Address [Edited: "Personal Information"]
Serial Number AC45J1697603553

Status
Up Time 1 days 14h:06m:26s.00

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Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 507000000 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
20 Locked QAM256 507000000 Hz 8.3 dBmV 29.9 dB 100874480 1778604
17 Locked QAM256 483000000 Hz 8.9 dBmV 41.6 dB 208 5
18 Locked QAM256 489000000 Hz 8.7 dBmV 41.5 dB 209 3
19 Locked QAM256 495000000 Hz 8.7 dBmV 41.5 dB 188 16
21 Locked QAM256 513000000 Hz 8.1 dBmV 32.7 dB 322 14
22 Locked QAM256 519000000 Hz 7.7 dBmV 39.6 dB 95 6
23 Locked QAM256 525000000 Hz 7.4 dBmV 39.8 dB 118 4
24 Locked QAM256 531000000 Hz 7.4 dBmV 40.8 dB 106 0
25 Locked QAM256 537000000 Hz 7.3 dBmV 41.2 dB 129 0
26 Locked QAM256 543000000 Hz 7.2 dBmV 41.0 dB 111 0
27 Locked QAM256 549000000 Hz 7.0 dBmV 40.8 dB 112 0
28 Locked QAM256 555000000 Hz 6.8 dBmV 40.4 dB 91 0
29 Locked QAM256 561000000 Hz 6.7 dBmV 40.4 dB 94 0
30 Locked QAM256 567000000 Hz 6.5 dBmV 40.4 dB 120 0
31 Locked QAM256 573000000 Hz 6.4 dBmV 40.5 dB 110 0
32 Locked QAM256 579000000 Hz 6.2 dBmV 40.2 dB 75 0
33 Locked QAM256 585000000 Hz 5.9 dBmV 39.9 dB 63 0
34 Locked QAM256 591000000 Hz 5.8 dBmV 40.0 dB 76 0
35 Locked QAM256 597000000 Hz 5.8 dBmV 39.8 dB 64 0
36 Locked QAM256 603000000 Hz 5.7 dBmV 28.0 dB 156708153 460507
37 Locked QAM256 609000000 Hz 5.6 dBmV 32.0 dB 2466 0
38 Locked QAM256 615000000 Hz 5.3 dBmV 39.8 dB 77 0
39 Locked QAM256 621000000 Hz 5.0 dBmV 39.6 dB 72 0
40 Locked QAM256 627000000 Hz 4.8 dBmV 39.4 dB 61 0
41 Locked QAM256 633000000 Hz 4.7 dBmV 39.4 dB 64 0
42 Locked QAM256 639000000 Hz 4.6 dBmV 39.4 dB 72 0
43 Locked QAM256 645000000 Hz 4.8 dBmV 39.5 dB 74 0
44 Locked QAM256 651000000 Hz 4.7 dBmV 39.2 dB 55 0
45 Locked QAM256 657000000 Hz 4.9 dBmV 39.5 dB 85 0
46 Locked QAM256 663000000 Hz 4.9 dBmV 39.4 dB 87 0
47 Locked QAM256 669000000 Hz 4.8 dBmV 39.3 dB 60 0
48 Locked Other 850000000 Hz 0.5 dBmV 36.0 dB 1537780657 1014



Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 41 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 43.0 dBmV
2 42 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 43.0 dBmV
3 43 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 44.0 dBmV
4 44 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 45.0 dBmV



Current System Time: Mon Oct 4 10:09:44 2021

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Date Time Event ID Event Level Description
10/04/2021 09:34 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;"
10/04/2021 09:34 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
10/04/2021 09:30 84020300 5 "MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
10/04/2021 08:48 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;"
10/04/2021 08:44 84020300 5 "MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
10/04/2021 08:33 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
10/04/2021 08:33 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;"
10/04/2021 08:33 84020300 5 "MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
10/04/2021 08:27 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;"
10/04/2021 08:27 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
10/04/2021 08:26 84020300 5 "MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
10/04/2021 08:24 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
EG

Expert

 • 

90.5K Messages

2 m ago

The SNR's on some of the downstream channels are too low / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to get their techs involved again. Good luck with it !

Visitor

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2 Messages

@EG thanks for the response. Yes, the earlier technician visits went over those potential issues. The cable has been replaced recently (about a few weeks back as part of the technician visit). Inside the home, there is no splitter or extender - the coax goes directly from the wall outlet to the modem over a short cable. The technician did check the signal strength at the modem in the earlier visit and confirmed that the home cabling is not the issue.

EG

Expert

 • 

90.5K Messages

2 m ago

O/k well 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.

Keep leaning on them until it gets fixed properly. Good luck !

(edited)

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