DP

Sunday, January 1st, 2023 12:40 AM

Closed

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:

  1. Large spike in corrected messages on a channel. Always mostly channel 15 and 4. 
  2. I see the same pattern in event log every time I disconnect. Sequence is like this - omitting MACs
    1. Last CM-Status 10 minutes (12/29/2022 20:47) before disconnect.
    2. DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;
    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.
    4. 12/29/2022 19:36 MDD message timeout
    5. 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

Gold Problem Solver

 • 

26.3K Messages

2 years ago

... Here's signal from one of the times I've disconnected ...

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.

Contributor

 • 

64 Messages

2 years ago

Try another modem. Yours might be defective.

Visitor

 • 

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?

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
4 Locked QAM256 447000000 Hz -0.2 dBmV 44.5 dB 0 0
1 Locked QAM256 417000000 Hz -0.1 dBmV 44.5 dB 0 0
2 Locked QAM256 423000000 Hz -0.2 dBmV 44.2 dB 212 971
3 Locked QAM256 435000000 Hz -0.2 dBmV 44.5 dB 199 984
5 Locked QAM256 453000000 Hz -0.4 dBmV 44.1 dB 198 990
6 Locked QAM256 459000000 Hz 0.2 dBmV 44.6 dB 199 991
7 Locked QAM256 465000000 Hz -0.4 dBmV 44.2 dB 188 1002
8 Locked QAM256 471000000 Hz 0.0 dBmV 44.3 dB 188 1001
9 Locked QAM256 477000000 Hz 0.4 dBmV 44.5 dB 193 925
10 Locked QAM256 483000000 Hz -0.2 dBmV 44.0 dB 193 925
11 Locked QAM256 489000000 Hz 0.1 dBmV 44.2 dB 183 935
12 Locked QAM256 495000000 Hz 0.2 dBmV 44.2 dB 172 946
13 Locked QAM256 507000000 Hz 0.0 dBmV 44.1 dB 190 1014
14 Locked QAM256 513000000 Hz 0.8 dBmV 44.4 dB 187 1018
15 Locked QAM256 519000000 Hz 0.1 dBmV 34.9 dB 198 1008
16 Locked QAM256 525000000 Hz 0.5 dBmV 36.9 dB 185 1020
17 Locked QAM256 531000000 Hz 0.6 dBmV 40.9 dB 161 995
18 Locked QAM256 537000000 Hz -0.1 dBmV 42.6 dB 192 963
19 Locked QAM256 543000000 Hz 0.5 dBmV 34.8 dB 184 971
20 Locked QAM256 549000000 Hz 0.4 dBmV 39.4 dB 197 959
21 Locked QAM256 555000000 Hz 0.4 dBmV 44.0 dB 168 998
22 Locked QAM256 561000000 Hz 0.3 dBmV 43.8 dB 184 982
23 Locked QAM256 567000000 Hz 1.0 dBmV 43.9 dB 203 962
24 Locked QAM256 573000000 Hz 0.4 dBmV 43.7 dB 187 979
25 Locked QAM256 579000000 Hz 0.5 dBmV 38.5 dB 172 927
26 Locked QAM256 585000000 Hz 1.0 dBmV 37.5 dB 170 940
27 Locked QAM256 591000000 Hz 0.3 dBmV 42.5 dB 177 939
28 Locked QAM256 597000000 Hz 0.8 dBmV 43.9 dB 198 912
29 Locked QAM256 603000000 Hz 0.7 dBmV 43.6 dB 186 909
30 Locked QAM256 609000000 Hz 0.6 dBmV 43.7 dB 171 921
31 Locked QAM256 615000000 Hz 0.6 dBmV 43.9 dB 157 939
32 Locked QAM256 621000000 Hz 0.8 dBmV 43.9 dB 189 906


Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 17 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 52.0 dBmV
2 18 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 52.0 dBmV
3 19 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 53.0 dBmV
4 20 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 52.0 dBmV
5 21 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 51.0 dBmV
6 22 Locked SC-QAM Upstream 10400000 Hz 3200000 Hz 54.0 dBmV


Current System Time: Sun Jan 1 16:14:11 2023

Contributor

 • 

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.

Expert

 • 

110.1K Messages

2 years ago

@DS-Profile-Asignment-Changer32 

Please also post the OFDM downstream channel. It was marked as channel number 193 (Other).

(edited)

Visitor

 • 

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.

Connection

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.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 447000000 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
4 Locked QAM256 447000000 Hz -0.2 dBmV 46.1 dB 0 0
1 Locked QAM256 417000000 Hz -0.2 dBmV 45.8 dB 0 0
2 Locked QAM256 423000000 Hz -0.3 dBmV 45.8 dB 0 0
3 Locked QAM256 435000000 Hz -0.2 dBmV 46.0 dB 0 0
5 Locked QAM256 453000000 Hz -0.5 dBmV 45.5 dB 0 0
6 Locked QAM256 459000000 Hz 0.2 dBmV 46.1 dB 0 0
7 Locked QAM256 465000000 Hz -0.4 dBmV 45.7 dB 0 0
8 Locked QAM256 471000000 Hz -0.1 dBmV 45.9 dB 0 0
9 Locked QAM256 477000000 Hz 0.3 dBmV 45.8 dB 0 0
10 Locked QAM256 483000000 Hz -0.2 dBmV 45.5 dB 0 0
11 Locked QAM256 489000000 Hz 0.1 dBmV 46.0 dB 0 0
12 Locked QAM256 495000000 Hz 0.2 dBmV 45.7 dB 0 0
13 Locked QAM256 507000000 Hz 0.0 dBmV 45.5 dB 0 0
14 Locked QAM256 513000000 Hz 0.6 dBmV 45.8 dB 0 0
15 Locked QAM256 519000000 Hz 0.1 dBmV 34.0 dB 0 0
16 Locked QAM256 525000000 Hz 0.4 dBmV 38.2 dB 0 0
17 Locked QAM256 531000000 Hz 0.6 dBmV 41.6 dB 0 0
18 Locked QAM256 537000000 Hz 0.0 dBmV 42.7 dB 0 0
19 Locked QAM256 543000000 Hz 0.4 dBmV 39.1 dB 0 0
20 Locked QAM256 549000000 Hz 0.4 dBmV 42.2 dB 0 0
21 Locked QAM256 555000000 Hz 0.5 dBmV 45.6 dB 0 0
22 Locked QAM256 561000000 Hz 0.3 dBmV 45.5 dB 0 0
23 Locked QAM256 567000000 Hz 1.0 dBmV 45.2 dB 0 0
24 Locked QAM256 573000000 Hz 0.5 dBmV 45.0 dB 0 0
25 Locked QAM256 579000000 Hz 0.5 dBmV 38.6 dB 0 0
26 Locked QAM256 585000000 Hz 1.1 dBmV 36.1 dB 0 0
27 Locked QAM256 591000000 Hz 0.4 dBmV 43.9 dB 0 0
28 Locked QAM256 597000000 Hz 1.1 dBmV 45.5 dB 0 0
29 Locked QAM256 603000000 Hz 0.9 dBmV 45.3 dB 0 0
30 Locked QAM256 609000000 Hz 0.9 dBmV 45.3 dB 0 0
31 Locked QAM256 615000000 Hz 0.9 dBmV 45.3 dB 0 0
32 Locked QAM256 621000000 Hz 1.2 dBmV 45.4 dB 0 0
193 Locked Other 722000000 Hz 0.6 dBmV 0.0 dB 53 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 50.0 dBmV
2 18 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 50.0 dBmV
3 19 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 50.0 dBmV
4 20 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 49.0 dBmV
5 21 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 50.0 dBmV
6 22 Locked SC-QAM Upstream 10400000 Hz 3200000 Hz 50.0 dBmV



Current System Time: Mon Jan 2 14:44:33 2023

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