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user_xa61mn
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Tuesday, November 26th, 2024 2:20 AM

Intermittent Outages Starting This Morning

Hello,

I have an Arris SB6190, have been running this for a few years.

This morning I started getting intermittent (every few hours) internet outages. They last only a short time period, the modem basically reconnects and everything proceeds normally. I tried re-seating my coax cables and have done restarts on my modem. I am still seeing problems. These problems are reflected in my modem's logs and status page.

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 25 555.00 MHz 0.60 dBmV 38.61 dB 0 0
2 Locked 256QAM 13 471.00 MHz 1.70 dBmV 38.61 dB 1188 48378
3 Locked 256QAM 14 477.00 MHz 1.60 dBmV 38.61 dB 244 1620
4 Locked 256QAM 15 483.00 MHz 1.70 dBmV 38.61 dB 1229 50352
5 Locked 256QAM 16 489.00 MHz 1.60 dBmV 38.61 dB 1391 48614
6 Locked 256QAM 17 495.00 MHz 1.50 dBmV 38.61 dB 1049 50289
7 Locked 256QAM 18 507.00 MHz 1.30 dBmV 38.61 dB 1008 50376
8 Locked 256QAM 19 513.00 MHz 1.50 dBmV 38.98 dB 913 51384
9 Locked 256QAM 20 519.00 MHz 1.50 dBmV 38.61 dB 1456 48016
10 Locked 256QAM 21 525.00 MHz 1.20 dBmV 38.61 dB 1369 48117
11 Locked 256QAM 22 531.00 MHz 0.90 dBmV 38.61 dB 986 47932
12 Locked 256QAM 23 543.00 MHz 0.90 dBmV 38.61 dB 1103 50017
13 Locked 256QAM 24 549.00 MHz 0.70 dBmV 38.61 dB 1471 49546
14 Locked 256QAM 26 561.00 MHz 0.60 dBmV 38.98 dB 0 0
15 Locked 256QAM 27 567.00 MHz 0.50 dBmV 38.61 dB 0 0
16 Locked 256QAM 28 573.00 MHz 0.70 dBmV 38.61 dB 0 0
17 Locked 256QAM 29 579.00 MHz 0.80 dBmV 38.61 dB 0 0
18 Locked 256QAM 30 585.00 MHz 0.80 dBmV 38.61 dB 0 0
19 Locked 256QAM 31 591.00 MHz 0.60 dBmV 38.98 dB 0 0
20 Locked 256QAM 32 597.00 MHz 0.70 dBmV 38.61 dB 0 0
21 Locked 256QAM 33 603.00 MHz 0.70 dBmV 38.61 dB 0 0
22 Locked 256QAM 34 609.00 MHz 0.70 dBmV 38.61 dB 0 0
23 Locked 256QAM 35 615.00 MHz 0.50 dBmV 37.64 dB 0 0
24 Locked 256QAM 36 621.00 MHz 0.70 dBmV 37.64 dB 0 0
25 Locked 256QAM 37 627.00 MHz 1.00 dBmV 38.20 dB 0 0
26 Locked 256QAM 38 633.00 MHz 0.90 dBmV 38.20 dB 0 0
27 Locked 256QAM 39 639.00 MHz 1.00 dBmV 37.90 dB 0 0
28 Locked 256QAM 40 645.00 MHz 0.90 dBmV 37.90 dB 0 0
29 Locked 256QAM 41 651.00 MHz 0.50 dBmV 38.20 dB 0 0
30 Locked 256QAM 42 657.00 MHz 0.10 dBmV 37.60 dB 45 582
31 Locked 256QAM 43 663.00 MHz 0.00 dBmV 37.60 dB 26 698
32 Locked 256QAM 44 669.00 MHz 0.10 dBmV 37.30 dB 295 10204

A little while ago these "Uncorrectables" values were a bit higher. I believe they are connected with the disconnects I am experiencing. Here are the logs from a disconnect:

Mon Nov 25 17:56:42 2024 6 TLV-11 - unrecognized OID;[Edited: "Personal Information"]
;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 25 17:58:12 2024 5 RCS Partial Service[Edited: "Personal Information"]
;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 25 17:58:13 2024 3 SYNC Timing Synchronization failure - Loss of Sync;[Edited: "Personal Information"]
;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 25 17:58:15 2024 5 RCS Partial Service;[Edited: "Personal Information"]
;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 25 17:58:15 2024 5 Lost MDD Timeout;[Edited: "Personal Information"]
;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 25 17:58:16 2024 3 SYNC Timing Synchronization failure - Loss of Sync;[Edited: "Personal Information"]
;CM-QOS=1.1;CM-VER=3.0;
Mon Nov 25 17:58:16 2024 5 RCS Partial Service;[Edited: "Personal Information"]
;CM-QOS=1.1;CM-VER=3.0;

I'm in the PNW and this could be connected with some sort of repair after last week's storm, but I can't find any indication Xfinity has service issues in my area.

Question

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Updated 

19 days ago

 • Edited

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XfinityBenjaminM

Official Employee

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1.6K Messages

19 days ago

 

user_xa61mn Hello! Thank you for reaching out and we are sorry to hear that you're experiencing some issues with your internet connection. When you can, please send a Direct Message with your full name and address. We'll be happy to look into this further. Here are instructions on how to send a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

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0

EG

Expert

 • 

107.5K Messages

19 days ago

@user_xa61mn

Please post the upstream channel power level values as well. There is no need to go private with this yet....

2

0

user_xa61mn

5 Messages

Thanks so much for replying. Sorry for not including that info already; I'll paste the current values below. But I want to provide the following info:

1. I replaced my modem with an Arris S34, so now I have a brand new modem.

2. I also replaced the coax from the modem to the drop and removed a splitter, so now we have a brand new coax as well as a new modem.

3. There's now an outage near my home on the Xfinity outage map. On one hand the outage says it started 11/20 which doesn't align with my experience, on the other I'm positive that alert did not appear for me last night.

Finally, here's all the status values from the new Arris S34.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 495000000 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
1 Locked 256QAM 399000000 Hz 4.0 dBmV 38.6 dB 1021 81933
2 Locked 256QAM 405000000 Hz 4.0 dBmV 38.6 dB 6354 236108
3 Locked 256QAM 411000000 Hz 4.1 dBmV 38.6 dB 7029 239872
4 Locked 256QAM 417000000 Hz 4.2 dBmV 38.6 dB 6862 205631
5 Locked 256QAM 423000000 Hz 4.4 dBmV 38.6 dB 3639 108124
6 Locked 256QAM 429000000 Hz 4.5 dBmV 38.6 dB 3095 125300
7 Locked 256QAM 435000000 Hz 4.5 dBmV 38.6 dB 3019 110119
8 Locked 256QAM 441000000 Hz 4.5 dBmV 38.6 dB 3177 111010
9 Locked 256QAM 447000000 Hz 4.6 dBmV 38.6 dB 3924 115934
10 Locked 256QAM 453000000 Hz 5.0 dBmV 38.6 dB 3656 144974
11 Locked 256QAM 459000000 Hz 5.0 dBmV 39.0 dB 4095 125915
12 Locked 256QAM 465000000 Hz 4.9 dBmV 38.6 dB 3396 102864
13 Locked 256QAM 471000000 Hz 4.8 dBmV 38.6 dB 1210 46959
14 Locked 256QAM 477000000 Hz 4.8 dBmV 38.6 dB 4877 181513
15 Locked 256QAM 483000000 Hz 4.9 dBmV 38.6 dB 11398 406046
16 Locked 256QAM 489000000 Hz 4.7 dBmV 38.6 dB 11464 428136
17 Locked 256QAM 495000000 Hz 4.6 dBmV 38.6 dB 12756 452083
18 Locked 256QAM 507000000 Hz 4.5 dBmV 38.6 dB 12978 452651
19 Locked 256QAM 513000000 Hz 4.6 dBmV 38.6 dB 9568 386835
20 Locked 256QAM 519000000 Hz 4.4 dBmV 38.6 dB 10376 335226
21 Locked 256QAM 525000000 Hz 4.3 dBmV 38.6 dB 11672 388774
22 Locked 256QAM 531000000 Hz 4.1 dBmV 39.0 dB 12129 408860
23 Locked 256QAM 543000000 Hz 3.9 dBmV 38.6 dB 11092 411217
24 Locked 256QAM 549000000 Hz 3.6 dBmV 38.6 dB 12422 374638
25 Locked 256QAM 555000000 Hz 3.4 dBmV 39.0 dB 1158 61436
26 Locked 256QAM 561000000 Hz 3.4 dBmV 39.0 dB 11526 327527
27 Locked 256QAM 567000000 Hz 3.4 dBmV 38.6 dB 8254 344906
28 Locked 256QAM 573000000 Hz 3.4 dBmV 39.0 dB 11948 373391
29 Locked 256QAM 579000000 Hz 3.4 dBmV 38.6 dB 10758 340921
30 Locked 256QAM 585000000 Hz 3.4 dBmV 39.0 dB 10241 330218
31 Locked 256QAM 591000000 Hz 3.2 dBmV 38.6 dB 10462 341650
32 Locked 256QAM 597000000 Hz 3.3 dBmV 39.0 dB 11486 326153
159 Locked OFDM PLC 722000000 Hz 3.5 dBmV 38.0 dB 6781342 6799468


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
2 Locked SC-QAM 16400000 Hz 6400000 47.5 dBmV
6 Locked SC-QAM 40400000 Hz 3200000 48.8 dBmV
5 Locked SC-QAM 35600000 Hz 6400000 48.3 dBmV
4 Locked SC-QAM 29200000 Hz 6400000 48.3 dBmV
3 Locked SC-QAM 22800000 Hz 6400000 47.8 dBmV
1 Locked SC-QAM 10400000 Hz 3200000 47.3 dBmV


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19 days ago

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user_xa61mn

5 Messages

And just to make it crystal clear, the problem *is* still occurring, though I think it's pretty unlikely now that it's my equipment. I have a tech scheduled to visit on Saturday.

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Reply

19 days ago

0

EG

Expert

 • 

107.5K Messages

19 days ago

Thank you. Well everything was within specs at that moment in time. The upstream power is a bit on the high side but is OK if it is remaining stable and is not intermittently fluctuating higher to out of spec levels. Let's see if the tech is able to find anything. Good luck with it and please post back with how it goes.

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