Skip to main content

    Support

    Offers

U
user_5zq8it
1st Topic
1st Reply

3 Messages

Thursday, May 2nd, 2024 1:22 AM

Closed

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
20:23:02

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
20:25:34

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
20:25:35

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
20:25:39

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
20:25:46

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

1/5/2024
20:25:46

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

1/5/2024
20:25:46

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

1/5/2024
20:26:03

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
20:26:15

6

Honoring MDD; IP provisioning mode = IPv6

1/5/2024
20:26:26

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
20:26:26

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

1/5/2024
20:26:26

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

1/5/2024
20:26:26

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

1/5/2024
20:26:28

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
20:26:33

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
20:26:33

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
20:26:33

5

Dynamic Range Window violation

1/5/2024
20:26:33

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
20:26:33

5

Dynamic Range Window violation

1/5/2024
20:26:33

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
20:26:33

5

Dynamic Range Window violation

1/5/2024
20:26:33

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
20:26:33

5

Dynamic Range Window violation

1/5/2024
20:26:33

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
20:26:33

5

Dynamic Range Window violation

1/5/2024
20:26:34

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

Question

 • 

Updated 

1 year ago

 • Edited

269

2

0

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

No unfortunately and I have more details to share about this ongoing and unresolved issue:

A senior tech came out yesterday 5/4/2024 to check it out after Xfinity customer service stated on the phone they had noticed some connectivity issues (this was the first time this was mentioned as all previous calls and tech visit did not reveal anything and they said everything looked fine despite what I was seeing).  The tech checked and according to them resolved some issues outside the apartment, and then also replaced the end (termination) on our mainline in the apartment.  After their visit I also replaced the coaxial to my modem with a 3rd brand new cable and also have the modem and router plugged into a different power outlet for good measure and hoped the problem was gone...

Unfortunately today same issue again just now at 3:11 PM.  I can either restart my modem manually after it goes down (shows solid blue light despite T3 and T4 time out errors/dynamic range violation in event log with no internet coming out of the modem) or wait long enough and it will restart on its own after about 10 mins (lights cycle as if I restarted it and then it goes solid blue again and connection is good to internet at that point at modem).  The last senior tech mentioned that after they do service updates in areas like what ours had just received (1.0 > 1.2 Gigabit) it takes some time for everything to get dialed in, and as a result this kinda thing can happen.  This is of course a big pain to me and my work from home job.  

I am not sure where to go from here besides keep calling the techs out until everything is checked/evaluated upstream.  My equipment was all valid and appropriate given the techs themselves, I have replaced everything possible that is on my end (cables, modem and router = approved to work with xfinity and expensive for me) and have had 2 techs out physically to inspect this.  I think I need to continue keeping good notes and seeking financial assistance from xfinity with my bill (since the service is not working as promised) or look into alternative providers who can give me the service I need.  Its possible I may even have to move as working from home is my profession at this point, and will have to let my apt complex know the internet service is the reason.  Its a pretty tough pill to swallow that if it is as the tech had mentioned, this may all be due to updates on xfinity's end, and I unfortunately have to deal with this while they get the new equipment/service ironed out which I never requested (was happy with my 1 gigabit plan).

Here is a copy of my log from today's outage (notice at approx 3:11PM which on my modem is 14:11).  If you can help me get this issue truly resolved OR help me start the process for getting my bill reduced or comped until this is figured out (can let me know who I need to talk to) I would appreciate it:

5/5/2024
14:08:30

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;

5/5/2024
14:11:26

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;

5/5/2024
14:11:27

6

CM-STATUS message sent. Event Type Code: 6; Chan ID: 9 10 11 12; 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;

5/5/2024
14:11:34

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

5/5/2024
14:11:34

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

5/5/2024
14:11:34

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

5/5/2024
14:12:16

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;

5/5/2024
14:12:27

6

Honoring MDD; IP provisioning mode = IPv6

5/5/2024
14:12:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

5/5/2024
14:12:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

5/5/2024
14:12:38

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

5/5/2024
14:12:40

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;

5/5/2024
14:12:46

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;

5/5/2024
14:12:47

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;

5/5/2024
14:12:47

5

Dynamic Range Window violation

5/5/2024
14:12:47

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;

5/5/2024
14:12:47

5

Dynamic Range Window violation

5/5/2024
14:12:47

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;

5/5/2024
14:12:47

5

Dynamic Range Window violation

5/5/2024
14:12:47

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;

5/5/2024
14:12:47

5

Dynamic Range Window violation

 

   

1 year ago

0

XfinityVianney

Official Employee

 • 

2.1K Messages

@user_5zq8it Thanks for following up. I'll dive in further, and we can cover what next steps would be best. Please reach out privately, so we can cover the details of your account/network. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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

1 year ago

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

forum icon

New to the Community?

Start Here