1 Message
Intermittent Disconnections
As of 4/13/24, we've started noticing intermittent disconnections with our home internet. They usually last about 1 minute, and happen anywhere between every 5 minutes to hours apart. We've done all of the standard troubleshooting steps (restart modem, restart router, check all the connections, etc) but with no success. Which leads me to believe this may be an ISP coaxial issue.
Our cabling situation is very simple - the line comes in to our house, we have one line directly to the modem, and a split to a cable box. Inside wiring seems to be fine, and hooked up securely. Our inside cabling has not changed or been moved for years, and this issue seems to have arisen suddenly.
Modem is self owned Arris SB8200.
Status of Modem as of Mon Apr 15 06:54:04 2024
| Downstream Bonded Channels | |||||||
|---|---|---|---|---|---|---|---|
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 5 | Locked | QAM256 | 555000000 Hz | 5.4 dBmV | 41.1 dB | 0 | 0 |
| 2 | Locked | QAM256 | 537000000 Hz | 5.3 dBmV | 41.0 dB | 0 | 0 |
| 3 | Locked | QAM256 | 543000000 Hz | 5.2 dBmV | 40.9 dB | 0 | 0 |
| 4 | Locked | QAM256 | 549000000 Hz | 5.3 dBmV | 41.0 dB | 0 | 0 |
| 6 | Locked | QAM256 | 561000000 Hz | 5.5 dBmV | 41.0 dB | 0 | 0 |
| 7 | Locked | QAM256 | 567000000 Hz | 5.7 dBmV | 41.1 dB | 0 | 0 |
| 8 | Locked | QAM256 | 573000000 Hz | 5.7 dBmV | 41.1 dB | 0 | 0 |
| 9 | Locked | QAM256 | 579000000 Hz | 5.6 dBmV | 41.1 dB | 0 | 0 |
| 10 | Locked | QAM256 | 585000000 Hz | 5.5 dBmV | 40.8 dB | 0 | 0 |
| 11 | Locked | QAM256 | 591000000 Hz | 5.6 dBmV | 41.0 dB | 0 | 0 |
| 12 | Locked | QAM256 | 597000000 Hz | 5.5 dBmV | 41.0 dB | 0 | 0 |
| 13 | Locked | QAM256 | 603000000 Hz | 5.5 dBmV | 40.9 dB | 0 | 0 |
| 14 | Locked | QAM256 | 609000000 Hz | 5.5 dBmV | 40.9 dB | 0 | 0 |
| 15 | Locked | QAM256 | 615000000 Hz | 5.5 dBmV | 40.9 dB | 0 | 0 |
| 16 | Locked | QAM256 | 621000000 Hz | 5.7 dBmV | 41.0 dB | 0 | 0 |
| 17 | Locked | QAM256 | 627000000 Hz | 5.8 dBmV | 40.9 dB | 0 | 0 |
| 18 | Locked | QAM256 | 633000000 Hz | 5.7 dBmV | 40.8 dB | 0 | 0 |
| 19 | Locked | QAM256 | 639000000 Hz | 5.6 dBmV | 40.8 dB | 0 | 0 |
| 20 | Locked | QAM256 | 645000000 Hz | 5.9 dBmV | 41.0 dB | 0 | 0 |
| 21 | Locked | QAM256 | 651000000 Hz | 5.8 dBmV | 41.0 dB | 0 | 0 |
| 22 | Locked | QAM256 | 657000000 Hz | 5.6 dBmV | 40.9 dB | 0 | 0 |
| 23 | Locked | QAM256 | 663000000 Hz | 5.9 dBmV | 41.0 dB | 0 | 0 |
| 24 | Locked | QAM256 | 669000000 Hz | 5.9 dBmV | 41.0 dB | 0 | 0 |
| 25 | Locked | QAM256 | 675000000 Hz | 6.0 dBmV | 40.4 dB | 0 | 0 |
| 26 | Locked | QAM256 | 681000000 Hz | 6.4 dBmV | 41.1 dB | 0 | 0 |
| 27 | Locked | QAM256 | 687000000 Hz | 6.5 dBmV | 41.2 dB | 0 | 0 |
| 28 | Locked | QAM256 | 693000000 Hz | 6.6 dBmV | 41.3 dB | 0 | 0 |
| 29 | Locked | QAM256 | 699000000 Hz | 7.0 dBmV | 41.3 dB | 0 | 0 |
| 30 | Locked | QAM256 | 705000000 Hz | 7.1 dBmV | 41.5 dB | 0 | 0 |
| 31 | Locked | QAM256 | 711000000 Hz | 7.0 dBmV | 41.3 dB | 0 | 0 |
| 32 | Locked | QAM256 | 717000000 Hz | 7.3 dBmV | 41.4 dB | 0 | 0 |
| 41 | Locked | Other | 762000000 Hz | 8.5 dBmV | 40.0 dB | 85491211 | 0 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Channel ID | Lock Status | US Channel Type | Frequency | Width | Power |
| 1 | 5 | Locked | SC-QAM Upstream | 10400000 Hz | 3200000 Hz | 46.0 dBmV |
| 2 | 6 | Locked | SC-QAM Upstream | 16400000 Hz | 6400000 Hz | 46.0 dBmV |
| 3 | 7 | Locked | SC-QAM Upstream | 22800000 Hz | 6400000 Hz | 46.0 dBmV |
| 4 | 8 | Locked | SC-QAM Upstream | 29200000 Hz | 6400000 Hz | 46.0 dBmV |
| 5 | 10 | Locked | SC-QAM Upstream | 35600000 Hz | 6400000 Hz | 46.0 dBmV |
| 6 | 12 | Locked | SC-QAM Upstream | 39600000 Hz | 1600000 Hz | 46.0 dBmV |
Event Log
| Date Time | Event ID | Event Level | Description |
|---|---|---|---|
| 04/14/2024 02:39 | 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;" |
| 04/13/2024 14:08 | 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;" |
| 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;" |
| 03/16/2024 06:19 | 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;" |
| 03/16/2024 06:18 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;" |
There are more events past this date but they are all dated 1970, and we didn't seem to have any of these issues in March.
I know more than likely we're going to have to have a tech out, as last time we had similar (but much worse issues) we had to have the line from the street to the house replaced due to animal damage. But I did want to see if there were any possible fixes I could implement myself, or maybe something I was missing.
EG
Expert
•
110.5K Messages
1 year ago
@sengberg
Please redact all of the CM MAC and the CMTS MAC addresses from your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publicly. It flagged your post as "Private".
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XfinityAirelle
Official Employee
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2.6K Messages
1 year ago
Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" 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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