Visitor
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7 Messages
Intermittent Connection - Internet Dropping - Arris SB8200
For the last week or so I've been struggling with intermittent connection with my SB8200. Last time a tech came in he connected 2 splitters from the main cable and finally the modem was connected to the 2nd splitter. I tried removing one of the splitters and using a 4 way splitter and last night had very stable connection. But now this morning again, internet is dropping every 10 minutes.
--- google.com ping statistics ---
362 packets transmitted, 89 packets received, 75.4% packet loss
round-trip min/avg/max/stddev = 9.647/16.964/53.569/7.492 ms
| Downstream Bonded Channels | |||||||
|---|---|---|---|---|---|---|---|
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 13 | Locked | QAM256 | 471000000 Hz | -6.6 dBmV | 41.5 dB | 65 | 11 |
| 14 | Locked | QAM256 | 477000000 Hz | -6.4 dBmV | 41.5 dB | 58 | 6 |
| 15 | Locked | QAM256 | 483000000 Hz | -6.4 dBmV | 41.5 dB | 71 | 1 |
| 16 | Locked | QAM256 | 489000000 Hz | -6.4 dBmV | 41.6 dB | 62 | 6 |
| 17 | Locked | QAM256 | 495000000 Hz | -6.4 dBmV | 41.5 dB | 69 | 2 |
| 18 | Locked | QAM256 | 507000000 Hz | -6.0 dBmV | 41.6 dB | 65 | 3 |
| 19 | Locked | QAM256 | 513000000 Hz | -5.8 dBmV | 41.7 dB | 72 | 3 |
| 20 | Locked | QAM256 | 519000000 Hz | -5.7 dBmV | 40.9 dB | 70 | 3 |
| 21 | Locked | QAM256 | 525000000 Hz | -5.7 dBmV | 41.2 dB | 66 | 4 |
| 22 | Locked | QAM256 | 531000000 Hz | -5.7 dBmV | 41.4 dB | 65 | 2 |
| 23 | Locked | QAM256 | 537000000 Hz | -5.7 dBmV | 41.3 dB | 69 | 1 |
| 24 | Locked | QAM256 | 543000000 Hz | -5.5 dBmV | 41.2 dB | 65 | 6 |
| 25 | Locked | QAM256 | 555000000 Hz | -4.9 dBmV | 41.6 dB | 67 | 1 |
| 26 | Locked | QAM256 | 561000000 Hz | -4.8 dBmV | 41.6 dB | 57 | 1 |
| 27 | Locked | QAM256 | 567000000 Hz | -4.9 dBmV | 41.4 dB | 61 | 0 |
| 28 | Locked | QAM256 | 573000000 Hz | -5.2 dBmV | 40.6 dB | 66 | 0 |
| 29 | Locked | QAM256 | 579000000 Hz | -5.2 dBmV | 41.1 dB | 54 | 6 |
| 30 | Locked | QAM256 | 585000000 Hz | -5.3 dBmV | 41.1 dB | 65 | 0 |
| 31 | Locked | QAM256 | 591000000 Hz | -5.2 dBmV | 41.2 dB | 64 | 0 |
| 32 | Locked | QAM256 | 597000000 Hz | -5.1 dBmV | 41.0 dB | 56 | 0 |
| 33 | Locked | QAM256 | 603000000 Hz | -5.4 dBmV | 40.8 dB | 53 | 0 |
| 34 | Locked | QAM256 | 609000000 Hz | -6.1 dBmV | 40.4 dB | 57 | 0 |
| 35 | Locked | QAM256 | 615000000 Hz | -7.2 dBmV | 40.1 dB | 54 | 2 |
| 36 | Locked | QAM256 | 621000000 Hz | -7.6 dBmV | 40.0 dB | 57 | 0 |
| 37 | Locked | QAM256 | 627000000 Hz | -7.4 dBmV | 39.8 dB | 61 | 0 |
| 38 | Locked | QAM256 | 633000000 Hz | -7.0 dBmV | 39.6 dB | 56 | 0 |
| 39 | Locked | QAM256 | 639000000 Hz | -7.0 dBmV | 39.9 dB | 48 | 0 |
| 40 | Locked | QAM256 | 645000000 Hz | -7.3 dBmV | 39.7 dB | 52 | 0 |
| 41 | Locked | QAM256 | 651000000 Hz | -7.7 dBmV | 39.6 dB | 61 | 0 |
| 42 | Locked | QAM256 | 657000000 Hz | -8.0 dBmV | 39.4 dB | 53 | 4 |
| 43 | Locked | QAM256 | 663000000 Hz | -7.9 dBmV | 39.4 dB | 54 | 0 |
| 44 | Locked | QAM256 | 669000000 Hz | -7.3 dBmV | 39.7 dB | 56 | 0 |
| 159 | Locked | Other | 690000000 Hz | -6.7 dBmV | 38.5 dB | 291256849 | 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 | 49.0 dBmV |
| 2 | 2 | Locked | SC-QAM Upstream | 29200000 Hz | 6400000 Hz | 49.0 dBmV |
| 3 | 3 | Locked | SC-QAM Upstream | 22800000 Hz | 6400000 Hz | 49.0 dBmV |
| 4 | 4 | Locked | SC-QAM Upstream | 16400000 Hz | 6400000 Hz | 50.0 dBmV |
| 5 | 5 | Locked | SC-QAM Upstream | 39600000 Hz | 1600000 Hz | 49.0 dBmV |
| 07/17/2023 08:09 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;" |
| 07/17/2023 08:01 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;" |
| 07/17/2023 08:01 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;" |
| 07/17/2023 08:00 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;" |
| 07/17/2023 08:00 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;" |
| 07/17/2023 08:00 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;" |
| 07/17/2023 07:56 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 6; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;" |
| 07/17/2023 07:56 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;" |
| 07/17/2023 07:56 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;" |
EG
Expert
•
110.3K Messages
2 years ago
The power levels are marginal to out-of-spec, and they may be intermittently fluctuating even farther 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.
You may want to get the techs involved again until they fix things properly. If you want to try things yourself, here are some things that you can try;
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 Home Depot, Target, Wal-Mart, 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, abrasions, 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 the techs re-involved.
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. And if the problem is found to be on their side of the demarcation point, there will not be any charge. Good luck !
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XfinityRaul
Official Employee
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1.9K Messages
2 years ago
Hello @user_0dae35. I wanted to see if you were able to try the suggestions our Expert provided. If so, how is your internet service working out for you since then?
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XfinityRaul
Official Employee
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1.9K Messages
2 years ago
Thanks for trying every possible option, @user_0dae35. I'd like to take a further look at your account to see if there's anything I can do to help resolve this once and for all. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?
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EG
Expert
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110.3K Messages
2 years ago
@user_0dae35
The line stat numbers are still marginal. If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated. Good luck with it !
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EG
Expert
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110.3K Messages
2 years ago
@user_0dae35 The numbers are in the Internet Troubleshooting Tips pinned topic at the top of this board;
Note: Not all modems will allow you to view the status page and some will have different URLs to access this info. If you are unable to access your modem’s status page, you can contact Comcast Customer Support and ask the support representative for these values.
(edited)
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user_0dae35
Visitor
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7 Messages
2 years ago
Man this is sad. I had a tech come out Saturday and he was here for no more than 5 minutes. "Your numbers in your house are good" Left in less than 10 minutes.
Internet and TV kept dropping. Upload speeds were less than 1mbps yesterday. I had to switch the modem cable to the first splitter coming out of the main cable. Downstream power levels were all within 1 of 0. No corrected, no uncorrectables. Internet was great last night from around 5:30PM till this morning.
All of a sudden I wake up for work and the internet goes out. My wife and I had to go to Starbucks to work because we both work from home and the internet kept dropping every 10 minutes or so.
Had another tech come out today. I followed him from the outside box to the box in front of the house to the line coming in the house to the router. And every test he did he just kept saying "See look how the speed is", "You are getting good speeds". Told him speed isn't the issue, its stability. This is ridiculous.
This tech happened to show me his phone and the map that shows them the calls around the area. We happened to be inside what he called a "call cluster". A big red cone around my house and the neighborhood. He still tried to sell me on the fact that it's not their fault, and its either the modem or one of our devices in the house causing it.
I connected my PC direct to the SB8200 and to a TP Link modem, and issue still persists. This issue just started happening less than 10 days ago. We made no changes within or outside the house. They had maintenance trucks on our block all of last week. Every single day for about 4 hours there was a maintenance tech working outside. With a bucket truck, not a regular house tech.
I asked our next door neighbor who also has Xfinity, and he said about a week ago he started to notice his TV would freeze when hes watching it and that his internet would go out. What is this SCAM of a company?
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