Visitor
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3 Messages
Internet Disconnects multiple times an hour for about 10 seconds every time. Very consistent failure
Modem: Arris SB8200
Multiple times an hour the internet will disconnect for about 10 seconds. This is long enough to stop streams, kick me from any online game I'm playing, etc. Very frustrating. I've not changed anything about my setup (including firmware/software/etc). This started about a week/week and a half ago after being told Xfinity was updating our network in our area. All it seems to have done is make it 100x worse.
Had a tech come out the other day, and they replaced the wire to the street, and tried a different outlet. Signal stuff seems good/solid from what I can piece together from FAQs and other threads.
Here's signal from one of the times I've disconnected in the past 24 hours. I'm keeping a log of every time, signal status, and event log from the modem for every disconnect.
12/30 6:36 PM
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
4 Locked QAM256 447000000 Hz -0.4 dBmV 46.3 dB 169 5
1 Locked QAM256 417000000 Hz -0.4 dBmV 46.0 dB 0 0
2 Locked QAM256 423000000 Hz -0.5 dBmV 45.9 dB 0 0
3 Locked QAM256 435000000 Hz -0.4 dBmV 46.2 dB 0 0
5 Locked QAM256 453000000 Hz -0.7 dBmV 44.8 dB 0 0
6 Locked QAM256 459000000 Hz 0.0 dBmV 46.1 dB 0 0
7 Locked QAM256 465000000 Hz -0.7 dBmV 45.9 dB 0 0
8 Locked QAM256 471000000 Hz -0.3 dBmV 45.9 dB 0 0
9 Locked QAM256 477000000 Hz 0.1 dBmV 45.8 dB 0 0
10 Locked QAM256 483000000 Hz -0.6 dBmV 45.3 dB 0 0
11 Locked QAM256 489000000 Hz -0.2 dBmV 45.8 dB 0 0
12 Locked QAM256 495000000 Hz -0.1 dBmV 45.9 dB 0 0
13 Locked QAM256 507000000 Hz -0.5 dBmV 45.4 dB 0 0
14 Locked QAM256 513000000 Hz 0.2 dBmV 45.7 dB 0 0
15 Locked QAM256 519000000 Hz -0.3 dBmV 32.0 dB 57534 0
16 Locked QAM256 525000000 Hz -0.1 dBmV 37.7 dB 0 0
17 Locked QAM256 531000000 Hz 0.0 dBmV 37.8 dB 0 0
18 Locked QAM256 537000000 Hz -0.4 dBmV 44.1 dB 0 0
19 Locked QAM256 543000000 Hz -0.1 dBmV 34.3 dB 0 0
20 Locked QAM256 549000000 Hz -0.2 dBmV 37.8 dB 0 0
21 Locked QAM256 555000000 Hz -0.1 dBmV 45.3 dB 0 0
22 Locked QAM256 561000000 Hz -0.2 dBmV 45.2 dB 0 0
23 Locked QAM256 567000000 Hz 0.4 dBmV 43.4 dB 0 0
24 Locked QAM256 573000000 Hz -0.2 dBmV 44.5 dB 0 0
25 Locked QAM256 579000000 Hz 0.0 dBmV 35.6 dB 0 0
26 Locked QAM256 585000000 Hz 0.6 dBmV 34.8 dB 0 0
27 Locked QAM256 591000000 Hz -0.3 dBmV 42.3 dB 0 0
28 Locked QAM256 597000000 Hz 0.4 dBmV 45.1 dB 0 0
29 Locked QAM256 603000000 Hz 0.2 dBmV 45.1 dB 0 0
30 Locked QAM256 609000000 Hz 0.2 dBmV 45.1 dB 0 0
31 Locked QAM256 615000000 Hz 0.2 dBmV 45.1 dB 0 0
32 Locked QAM256 621000000 Hz 0.4 dBmV 45.1 dB 0 0
193 Locked Other 722000000 Hz -0.3 dBmV 0.0 dB 6696 0
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 17 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 51.0 dBmV
2 18 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 50.0 dBmV
3 19 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 51.0 dBmV
4 20 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 50.0 dBmV
5 21 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 51.0 dBmV
6 22 Locked SC-QAM Upstream 10400000 Hz 3200000 Hz 50.0 dBmV
Current System Time: Fri Dec 30 18:36:47 2022
My observations:
- Large spike in corrected messages on a channel. Always mostly channel 15 and 4.
- I see the same pattern in event log every time I disconnect. Sequence is like this - omitting MACs
- Last CM-Status 10 minutes (12/29/2022 20:47) before disconnect.
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;
12/29/2022 19:36 CM-STATUS message sent. Event Type Code: 22; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.
12/29/2022 19:36 MDD message timeout
12/29/2022 19:36 Started Unicast Maintenance Ranging - No Response received - T3 time-out
In this case, 19:36 is the minute I disconnected -- I have recorded 10+ disconnects over the past day that all have this same pattern.
Please help -- My internet is basically unusable for online gaming or streaming
BruceW
Gold Problem Solver
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26.4K Messages
2 years ago
Several downstream channels have borderline or out of spec SNR (too low), and all the upstream channel power levels are borderline or too high. Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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petmitsu
Contributor
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64 Messages
2 years ago
Try another modem. Yours might be defective.
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DS-Profile-Asignment-Changer32
Visitor
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3 Messages
2 years ago
Thanks @BruceW - I've had techs out twice now. One a few days ago, and one this morning. The techs this morning swapped the port at the street, and installed some things (attenuator maybe?) at the end of my coax line right before my modem (SB8200). Do these signals look better?
Current System Time: Sun Jan 1 16:14:11 2023
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zip21222
Contributor
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160 Messages
2 years ago
@DS-Profile-Asignment-Changer32
Your upstream numbers are actually worse, and your downstreams are maybe a teeny tiny bit better, but this time, instead of the OFDM channel having a zero SNR (very bad), it's missing entirely (even worse).
IMHO, no improvement at all.
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EG
Expert
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110.5K Messages
2 years ago
@DS-Profile-Asignment-Changer32
Please also post the OFDM downstream channel. It was marked as channel number 193 (Other).
(edited)
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DS-Profile-Asignment-Changer32
Visitor
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3 Messages
2 years ago
@EG In that one it didn't report that channel. I copy/pasted all of the channels that it reported status on.
I just had another drop, and reset my modem. Here's the latest.
The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.
Current System Time: Mon Jan 2 14:44:33 2023
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