3 Messages
Intermittent Internet Connection Issue at Modem Level: Arris SB S33 Replaced Everything
Hello,
I could use some help with what has been a very challenging home internet issue. For the past 3 months at random moments throughout the day, my internet will become unavailable requiring a restart of my modem to fix or waiting about 10 minutes. As I work from home these random disruptions are incredibly frustrating and make for an uneasy user experience. The drops can be as frequent as 6 times a day, and restarting my modem always resolves the issue. To troubleshoot this as much as I could myself, I have replaced everything I can possibly think would contribute, including all ethernet cabling, coaxial cabling, modem, router, used different power outlets, and even had a Xfinity tech out to test the coaxial coming into my apartment, which revealed no issues after spending 30 minutes repeatedly testing the cable (ping test). After all of this I am still experiencing the issue and am hoping that the modem logs themselves may be key in understanding what is happening. I have the 1 gigabit plan from Xfinity, however the recently did a “free upgrade” to 1.2 Gigabit which is what I was able to measure via speed test on the router.
I have had two sets of modem and router result in the same issue:
Previous Equipment – Arris SB8200, Router TP-link Archer A9
Replacement Equipment- Arris SB S33V2, Router Asus RT-AX86U Pro
The Coaxial feeding into the Modem is a straight shot cable directly behind the line filter from the main coaxial coming into my apartment. The cable coming into the apt was checked by a Xfinity rep just after the line filter, and no issue discovered (tested for about 30 minutes), and the single coaxial after this to the modem has been replaced in troubleshooting and is small length (<1 meter). I do not use a VPN or have any specialized setup, just modem into router, and there is no splitter on the coaxial.
When the issue presents all devices both hardwired and wireless lose internet access. My router reports no internet on the WLAN (orange light). The modem lights are normal and still blue (bonded) but no internet is available and if I try to reach the modem status page I get a connection timeout error. If I check the Xfinity app, it says the modem is “offline”. After a restart of the modem or waiting roughly 10 minutes, the internet returns. From what I can tell all power readings and channels are normal. The event log shows time out and other errors. The most recent one is covered in the logs beginning 9:23 PM today 5/1/2024 (my modem is an hour off due to daylight savings and would have been 20:23 in the log).
All in all, I really could use some help knowing where to go with this since I have already replaced so much. It seems the issue is occurring with the modem, but this is the second one and the coaxial to it was tested. Thank you for your time and let me know if there is anything else I should check or try.
Date Time |
Event Level |
Description |
1/5/2024 |
3 |
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
1/5/2024 |
3 |
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
1/5/2024 |
6 |
CM-STATUS message sent. Event Type Code: 6; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
1/5/2024 |
3 |
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
1/5/2024 |
3 |
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
1/5/2024 |
3 |
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
1/5/2024 |
3 |
CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz. |
1/5/2024 |
3 |
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
1/5/2024 |
6 |
Honoring MDD; IP provisioning mode = IPv6 |
1/5/2024 |
5 |
ToD request sent - No Response received;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
1/5/2024 |
3 |
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
1/5/2024 |
3 |
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
1/5/2024 |
3 |
CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
1/5/2024 |
6 |
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
1/5/2024 |
5 |
REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
1/5/2024 |
5 |
RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
1/5/2024 |
5 |
Dynamic Range Window violation |
1/5/2024 |
5 |
RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
1/5/2024 |
5 |
Dynamic Range Window violation |
1/5/2024 |
5 |
RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
1/5/2024 |
5 |
Dynamic Range Window violation |
1/5/2024 |
5 |
RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
1/5/2024 |
5 |
Dynamic Range Window violation |
1/5/2024 |
5 |
RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
1/5/2024 |
5 |
Dynamic Range Window violation |
1/5/2024 |
3 |
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
These values were taken shortly after the above outage resolved without modem restart:
Startup Procedure |
||
Procedure |
Status |
Comment |
Acquire Downstream Channel |
675000000 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 |
41 |
Locked |
QAM256 |
675000000 Hz |
5 dBmV |
38 dB |
128 |
0 |
13 |
Locked |
QAM256 |
507000000 Hz |
3 dBmV |
38 dB |
27 |
0 |
14 |
Locked |
QAM256 |
513000000 Hz |
3 dBmV |
39 dB |
22 |
0 |
15 |
Locked |
QAM256 |
519000000 Hz |
4 dBmV |
39 dB |
23 |
0 |
16 |
Locked |
QAM256 |
525000000 Hz |
4 dBmV |
39 dB |
28 |
0 |
17 |
Locked |
QAM256 |
531000000 Hz |
4 dBmV |
39 dB |
32 |
0 |
18 |
Locked |
QAM256 |
537000000 Hz |
4 dBmV |
39 dB |
30 |
0 |
19 |
Locked |
QAM256 |
543000000 Hz |
4 dBmV |
39 dB |
28 |
0 |
20 |
Locked |
QAM256 |
549000000 Hz |
4 dBmV |
39 dB |
40 |
0 |
21 |
Locked |
QAM256 |
555000000 Hz |
4 dBmV |
39 dB |
48 |
0 |
22 |
Locked |
QAM256 |
561000000 Hz |
4 dBmV |
39 dB |
61 |
0 |
23 |
Locked |
QAM256 |
567000000 Hz |
4 dBmV |
39 dB |
59 |
0 |
24 |
Locked |
QAM256 |
573000000 Hz |
4 dBmV |
39 dB |
54 |
0 |
25 |
Locked |
QAM256 |
579000000 Hz |
4 dBmV |
39 dB |
61 |
0 |
26 |
Locked |
QAM256 |
585000000 Hz |
4 dBmV |
39 dB |
59 |
0 |
27 |
Locked |
QAM256 |
591000000 Hz |
4 dBmV |
39 dB |
58 |
0 |
28 |
Locked |
QAM256 |
597000000 Hz |
4 dBmV |
39 dB |
70 |
0 |
29 |
Locked |
QAM256 |
603000000 Hz |
4 dBmV |
39 dB |
81 |
0 |
30 |
Locked |
QAM256 |
609000000 Hz |
4 dBmV |
39 dB |
86 |
0 |
31 |
Locked |
QAM256 |
615000000 Hz |
4 dBmV |
39 dB |
92 |
0 |
32 |
Locked |
QAM256 |
621000000 Hz |
4 dBmV |
39 dB |
82 |
0 |
33 |
Locked |
QAM256 |
627000000 Hz |
4 dBmV |
38 dB |
122 |
0 |
34 |
Locked |
QAM256 |
633000000 Hz |
4 dBmV |
38 dB |
154 |
0 |
35 |
Locked |
QAM256 |
639000000 Hz |
4 dBmV |
38 dB |
92 |
0 |
36 |
Locked |
QAM256 |
645000000 Hz |
4 dBmV |
38 dB |
112 |
0 |
37 |
Locked |
QAM256 |
651000000 Hz |
4 dBmV |
38 dB |
113 |
0 |
38 |
Locked |
QAM256 |
657000000 Hz |
4 dBmV |
38 dB |
114 |
0 |
39 |
Locked |
QAM256 |
663000000 Hz |
4 dBmV |
39 dB |
101 |
0 |
40 |
Locked |
QAM256 |
669000000 Hz |
5 dBmV |
39 dB |
109 |
0 |
42 |
Locked |
QAM256 |
681000000 Hz |
5 dBmV |
39 dB |
92 |
0 |
43 |
Locked |
QAM256 |
687000000 Hz |
5 dBmV |
39 dB |
91 |
0 |
44 |
Locked |
QAM256 |
693000000 Hz |
5 dBmV |
39 dB |
70 |
0 |
159 |
Locked |
OFDM PLC |
722000000 Hz |
7 dBmV |
39 dB |
1131991853 |
0 |
Upstream Bonded Channels |
||||||
Channel ID |
Lock Status |
US Channel Type |
Frequency |
Width |
Power |
|
9 |
Locked |
SC-QAM |
10400000 Hz |
3200000 |
45.3 dBmV |
|
10 |
Locked |
SC-QAM |
16400000 Hz |
6400000 |
44.8 dBmV |
|
11 |
Locked |
SC-QAM |
22800000 Hz |
6400000 |
45.3 dBmV |
|
12 |
Locked |
SC-QAM |
29200000 Hz |
6400000 |
44.8 dBmV |
|
13 |
Locked |
SC-QAM |
35600000 Hz |
6400000 |
45.3 dBmV |
|
14 |
Locked |
SC-QAM |
40400000 Hz |
3200000 |
46.3 dBmV |
|
XfinityRichard
Official Employee
•
1.8K Messages
1 year ago
Hi there, @user_5zq8it Thank you so much for all of the information you provide regarding the connectivity issues you are experiencing with your service. Since it's been a few days since you posted this, are you still experiencing the same connectivity issues, if so please reach back out.-Richard
2
0
user_5zq8it
3 Messages
1 year ago
My issue is still not resolved and Xfinity did not offer any compensation for my problem in the above mentioned direct message even though my service continues to be impacted. I will be calling 5/6/2024 to schedule another technician visit. This will be the 3rd visit for the same issue. Hugely disappointed.
0
0