Visitor
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6 Messages
Intermittent lag, several troubleshooting done.
Hello! This is going to be a very long one… and we still don’t have a resolution either -.-.
so let’s start around December 15th. There was a major outage that affected several states. I am in East Tennessee. I know this because I eventually got a hold of tier 3 tech support out of Knoxville who thought the issue might be related to the outage, and yet here we are…
when I play games, they will drop to 1-2fps, doesn’t matter which game… grand theft auto, fortnite, age of empires, rocket league, Elder scrolls online… also when we browse websites continually get dns nxdomain errors, which according to techs just says we have no internet… this is happening on our $3,000 gaming desktop with top of the line stuff, our $3,000 MacBook Pro which again was top of the line… tvs, phones… you name it, their having issues.
they can work fine for 2 minutes or 30 minutes, but usually things start messing up within 2-10 minutes of using them. Nothing specific nothing special, but it’s the biggest error when trying to surf the web, or especially gaming… gaming is unusable when it occurs and it’ll keep occurring and correct itself eventually after several minutes etc.
we originally replaced our modem because we started getting this issue, and we saw our modem no longer was compatible. Ok great hopefully that will fix it… we upgraded from what I think was a SB6141 to a SB8200… docsis3.1, nice modem. It didn’t fix it.
so then we start talking with tech support, have techs come out etc… we’ll we have had 5 tech visits now and on to our 6th. This 5th and 6th time has and will be the lead supervisor in our area. And he is stumped…
we get a +7 signal, no interference in the lines, packet loss test over 2500 packets none lost, they ended up replacing a corroded connector at the pole that was there 10+ years on the first visit. Also first visit showed no quality over time issues. 2nd time tech came out, it showed an x on his screen and a quality over time issue, 3rd time, tech tested everything again, and sure enough had an x and quality over time issue, and things were going great, but speed test would show dropping 20mbs… it would do 700,680,660,640 and continue to fall…
4th tech, didn’t show a quality over time issue, but they replaced the modem with xfinities modem… x7, same problem, then he swapped it with an x6, same problem…. We have also swapped out our gaming router which was an r7500 to an r8000, or net gear nighthawk x4 and x6… same issues. Tried Ethernet direct connections, same problem.
5th tech with supervisor decided let’s replace the lines. So they replaced a 100ft line from the road to a pole beside our driveway, and then another probably 60-80 ft from our driveway to our house… still not fixed.
then I started reading well the SB8200 likes to have it’s SNR at 45-51dbmv… our SNR is around 43-45dbmv, the supervisor said it was 46-47 when he was here… which could explain why the strength is good and then not good and we get random drops. But that doesn’t explain why it started with our first modem, and then doesn’t explain why xfinitys modems didn’t work either unless (from what I read xfinity likes 38-40dbmv) so maybe the xfinity modems wanted a reduction in strength and the arris sb8200 wanted a booster? But who knows…
now the tech is coming out the 6th time to replace the line from the pole outside our house to the modem directly… nothing is inbetween it now, but why not throw this in the loop too I guess… but he refuses to add an attenuator to eliminate that possibility.
im also getting errors inside the SB8200 most are event level 3 which I’ve read is critical errors.
I should also note on the xfinity website, it continues (sometimes fixes itself) saying theres a connection problem with an x, and says it cant connect to the gateway, it then also says that (on the account summary page which shows our bill, internet info, etc.)
WiFi Network Details
Wireless Gateway: SB8200
but hopefully someone can give some insight of what else could POSSIBLY be done. What are we missing?!?!?
edit 1: I should also note we have did resets, like full factory resets, network resets, gave commands in command prompt to reset ip addresses, release and refresh signals etc… all that mumbo-jumbo, and still not fixed. This has been done for tvs, phones, laptops, and our desktop.
we also have did different firmware and even completely different software on the routers to eliminate them, which didn’t fix it… trust me we’ve been troubleshooting HARD
EDIT 2: Modem information:
| 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 |
| 9 | Locked | QAM256 | 507000000 Hz | 8.3 dBmV | 44.4 dB | 0 | 0 |
| 6 | Locked | QAM256 | 483000000 Hz | 8.1 dBmV | 44.4 dB | 0 | 0 |
| 7 | Locked | QAM256 | 489000000 Hz | 8.2 dBmV | 44.2 dB | 0 | 0 |
| 8 | Locked | QAM256 | 495000000 Hz | 8.6 dBmV | 44.5 dB | 0 | 0 |
| 10 | Locked | QAM256 | 513000000 Hz | 8.7 dBmV | 44.5 dB | 0 | 0 |
| 11 | Locked | QAM256 | 519000000 Hz | 8.5 dBmV | 44.5 dB | 0 | 0 |
| 12 | Locked | QAM256 | 525000000 Hz | 8.7 dBmV | 44.5 dB | 0 | 0 |
| 13 | Locked | QAM256 | 531000000 Hz | 8.5 dBmV | 44.5 dB | 0 | 0 |
| 14 | Locked | QAM256 | 537000000 Hz | 8.4 dBmV | 44.4 dB | 0 | 0 |
| 15 | Locked | QAM256 | 543000000 Hz | 8.3 dBmV | 44.3 dB | 0 | 0 |
| 16 | Locked | QAM256 | 549000000 Hz | 8.3 dBmV | 44.4 dB | 0 | 0 |
| 17 | Locked | QAM256 | 555000000 Hz | 8.0 dBmV | 44.3 dB | 0 | 0 |
| 18 | Locked | QAM256 | 561000000 Hz | 8.5 dBmV | 44.4 dB | 0 | 0 |
| 19 | Locked | QAM256 | 567000000 Hz | 8.6 dBmV | 44.4 dB | 0 | 0 |
| 20 | Locked | QAM256 | 573000000 Hz | 8.1 dBmV | 44.1 dB | 0 | 0 |
| 21 | Locked | QAM256 | 579000000 Hz | 8.3 dBmV | 44.2 dB | 0 | 0 |
| 22 | Locked | QAM256 | 585000000 Hz | 8.3 dBmV | 44.2 dB | 0 | 0 |
| 23 | Locked | QAM256 | 591000000 Hz | 8.0 dBmV | 44.0 dB | 0 | 0 |
| 24 | Locked | QAM256 | 597000000 Hz | 8.1 dBmV | 44.0 dB | 0 | 0 |
| 25 | Locked | QAM256 | 603000000 Hz | 8.5 dBmV | 44.2 dB | 0 | 0 |
| 26 | Locked | QAM256 | 609000000 Hz | 8.2 dBmV | 43.9 dB | 0 | 0 |
| 27 | Locked | QAM256 | 615000000 Hz | 8.0 dBmV | 43.9 dB | 0 | 0 |
| 28 | Locked | QAM256 | 621000000 Hz | 8.0 dBmV | 43.9 dB | 0 | 0 |
| 29 | Locked | QAM256 | 627000000 Hz | 7.9 dBmV | 43.7 dB | 0 | 0 |
| 30 | Locked | QAM256 | 633000000 Hz | 7.8 dBmV | 43.7 dB | 0 | 0 |
| 31 | Locked | QAM256 | 639000000 Hz | 7.9 dBmV | 43.7 dB | 0 | 0 |
| 32 | Locked | QAM256 | 645000000 Hz | 7.7 dBmV | 43.8 dB | 0 | 0 |
| 33 | Locked | Other | 690000000 Hz | 7.6 dBmV | 40.8 dB | 578896703 | 0 |
| 34 | Not Locked | QAM256 | 0 Hz | 0.0 dBmV | 43.6 dB | 0 | 0 |
| 35 | Locked | QAM256 | 651000000 Hz | 7.5 dBmV | 43.4 dB | 0 | 0 |
| 36 | Locked | QAM256 | 657000000 Hz | 7.4 dBmV | 43.2 dB | 0 | 0 |
| 37 | Locked | QAM256 | 663000000 Hz | 7.1 dBmV | 43.2 dB | 0 | 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 | 38.0 dBmV |
| 2 | 2 | Locked | SC-QAM Upstream | 29200000 Hz | 6400000 Hz | 38.0 dBmV |
| 3 | 3 | Locked | SC-QAM Upstream | 22800000 Hz | 6400000 Hz | 38.0 dBmV |
| 4 | 7 | Locked | SC-QAM Upstream | 16400000 Hz | 6400000 Hz | 37.0 dBmV |
| 5 | 9 | Locked | SC-QAM Upstream | 39600000 Hz | 1600000 Hz | 38.0 dBmV |
Error log:
| Date Time | Event ID | Event Level | Description |
|---|---|---|---|
| 01/06/2022 10:30 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/06/2022 10:30 | 84020300 | 5 | "MDD message timeout;CM-QOS=1.1;CM-VER=3.1;" |
| 01/05/2022 16:32 | 67061600 | 6 | "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;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-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-QOS=1.1;CM-VER=3.1;" |
| 01/01/1970 00:00 | 82000200 | 3 | "No Ranging Response received - T3 time-out;;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-QOS=1.1;CM-VER=3.1;" |
| 01/05/2022 12:03 | 2436694044 | 3 | "Resetting the cable modem due to docsDevResetNow" |
| 01/01/1970 00:00 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/1970 00:00 | 82000200 | 3 | "No Ranging Response received - T3 time-out=;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-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:47 | 2436694044 | 3 | "Resetting the cable modem due to docsDevResetNow" |
| 01/04/2022 15:37 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:33 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:33 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:32 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:32 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:32 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:32 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:31 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:31 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;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-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:16 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:16 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:16 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:16 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:13 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:10 | 82000200 | 3 | "No Ranging Response received - T3 time-out;C;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:09 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:09 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:09 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;C;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:09 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:09 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:09 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:09 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:09 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:08 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:08 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:07 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/04/2022 15:07 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/03/2022 12:53 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/02/2022 00:53 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/2022 13:19 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/2022 10:16 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/2022 08:01 | 82000800 | 3 | "16 consecutive T3 timeouts while trying to range on upstream channel 3;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/2022 08:01 | 82000600 | 3 | "Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/2022 08:01 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/2022 05:14 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/2022 05:12 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;" |
Brandon8791
Visitor
•
6 Messages
3 years ago
Any updates from anyone? Can this be escalated? Possibly to an IT Engineer from Comcast? Someone HAS to have answers surely. Btw, tech didn’t come out… so I guess we’re on to Tuesday. This will be the last time I listen to a supervisor to contact him to send a tech instead of scheduling through Comcast themselves… assuming he did this to avoid another “tech “ visit after he came out… makes him look good right?
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EG
Expert
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109.4K Messages
3 years ago
Even though the signal stats looked good at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel-return path impairment somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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Brandon8791
Visitor
•
6 Messages
3 years ago
this still is not resolved... still getting sync errors, still getting t3 timeouts, and modem is resetting several times a day... the nxdomain errors are gone. I have been chatting back n forth with support here, but I am starting to get convinced that I am just being pushed off to the side, because they keep saying oh were relaying it to our local tech team... even though I have chatted and went over everything with the "local tech team" several times.. and then they said something about the maintenance team, and they havnt came out once. This problem is on going. We was told we would be credited for the time the issues are on going... so If Xfinity wants to give us months upon months of service for free, have at it. Hopefully these timeouts dont damage my equipment over time or make the equipment work harder than necessary due to negligence on xfinities end... The local techs have exhausted their options, its time for xfinity to step up and actually get someone else to look into the problem and potentially fix it... because the local techs arent going to be able to find the problem obviously.
EDIT AND UPDATE:
Came home, just now saw the maintenance guy working on the pole. I walked up there, Asked him if he thought it was the Node etc. He said no. I was up here the other day and didn't see anything wrong. Ok thats great, thats what majority have seen since theyve been up here, other than the times we can get it to happen... Are the techs trained or ever heard of INTERMITTENT issues?
2nd The tech seemed to have an attitude and didn't like that I even walked up there to see what their possibly thinking at this point. UM I am the one having issues, I wanna know wtf is being done to potentially resolve it. He was like I only saw 3 sync errors and t3 timeouts when I was out here. I was like well thats not true, because I have a whole list on the modem of the t3 time outs and sync errors. AND I have reset the logs to make sure that it is new errors, not old ones, since it wont give a time frame of the errors....
I thought that was rude of him because he basically just wanted to say well I can take my computer out and show you that I only had 3 timeouts, I was like well I can get mine out and pullup the modem readout, theres a lot more than 3 timeouts thats for damn sure. and then he basically just sat there silent didnt want to add anything, just made the situation even more awkward and further insinutating for me to gtfo, he didnt want me to come up there. Thats great, but guess what, ITS YOUR JOB. If you don't like your job, or it pisses you off to try to resolve an issue that has been on going, and you cant diagnose it and keep throwing parts at it, THAT IS YOUR PROBLEM, not the customers. If he doesnt like doing tech work or it pisses him off being asked what potentially their next steps are, other than him saying their basically just throwing this new piece on it to see if it fixes it, then he probably doesnt need to be in that line of work....
end of rant.
(edited)
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