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user_kouf83
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5 Messages

Monday, August 26th, 2024 4:17 PM

Internet Dropping Intermittently

Hello, I'm having intermittent internet issues that started about a month ago. I'm using an Arris SB8200 modem with my xfinity service. I work remotely so I am aware of outages during business hours. The modem is about a month old and I must reboot the modem to get the internet working again. I have spoken with customer service. I live in an apartment building and am not able to replace any splitters or lines.

Hardware: Arris SB8200
Both wired and wireless network.

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
5 Locked 256QAM 549000000 Hz 2 dBmV 37 dB 125 1137
2 Locked 256QAM 531000000 Hz 2 dBmV 38 dB 107 1100
3 Locked 256QAM 537000000 Hz 3 dBmV 37 dB 113 1293
4 Locked 256QAM 543000000 Hz 2 dBmV 37 dB 102 1297
6 Locked 256QAM 555000000 Hz 2 dBmV 37 dB 254 1039
7 Locked 256QAM 561000000 Hz 2 dBmV 37 dB 409 803
8 Locked 256QAM 567000000 Hz 2 dBmV 37 dB 234 1152
9 Locked 256QAM 573000000 Hz 2 dBmV 37 dB 13 48
10 Locked 256QAM 579000000 Hz 2 dBmV 37 dB 365 1044
11 Locked 256QAM 585000000 Hz 2 dBmV 37 dB 13 39
12 Locked 256QAM 591000000 Hz 2 dBmV 37 dB 60 46
13 Locked 256QAM 597000000 Hz 1 dBmV 37 dB 23 0
14 Locked 256QAM 603000000 Hz 1 dBmV 37 dB 45 0
15 Locked 256QAM 609000000 Hz 1 dBmV 37 dB 8 27
16 Locked 256QAM 615000000 Hz 1 dBmV 37 dB 0 0
17 Locked 256QAM 621000000 Hz 1 dBmV 37 dB 0 0
18 Locked 256QAM 627000000 Hz 1 dBmV 37 dB 182 1287
19 Locked 256QAM 633000000 Hz 1 dBmV 37 dB 0 0
20 Locked 256QAM 639000000 Hz 1 dBmV 37 dB 26 0
21 Locked 256QAM 645000000 Hz 1 dBmV 37 dB 88 1129
22 Locked 256QAM 651000000 Hz 0 dBmV 37 dB 5 0
23 Locked 256QAM 657000000 Hz 1 dBmV 37 dB 0 0
24 Locked 256QAM 663000000 Hz 0 dBmV 37 dB 25 0
25 Locked 256QAM 669000000 Hz 0 dBmV 37 dB 34 0
26 Locked 256QAM 675000000 Hz 0 dBmV 37 dB 12 0
27 Locked 256QAM 681000000 Hz 0 dBmV 37 dB 14 0
28 Locked 256QAM 687000000 Hz 0 dBmV 37 dB 0 0
29 Locked 256QAM 693000000 Hz 0 dBmV 37 dB 0 0
30 Locked 256QAM 699000000 Hz 0 dBmV 36 dB 22 0
31 Locked 256QAM 705000000 Hz 0 dBmV 36 dB 57 33
32 Locked 256QAM 711000000 Hz 0 dBmV 37 dB 2 0
37 Locked OFDM PLC 762000000 Hz -1 dBmV 37 dB 14361053 84

Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
2 Locked SC-QAM 29200000 Hz 6400000 38.0 dBmV
1 Locked SC-QAM 35600000 Hz 6400000 39.0 dBmV



Current System Time:Mon Aug 26 11:13:38 2024

Question

 • 

Updated 

3 months ago

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user_kouf83

5 Messages

3 months ago

Date Time Event Level Description
26/08/2024 11:19:23
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 11:18:17
notice
CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 11:14:42
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 11:14:28
notice
CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 11:13:36
notice
GUI Login Status - Login Success from LAN interface; 
26/08/2024 11:13:33
notice
CM-STATUS message sent. Event Type Code: 2; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 11:13:18
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 11:13:04
notice
CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 11:09:49
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 11:09:49
notice
CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;
26/08/2024 11:09:39
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 11:09:38
notice
CM-STATUS message sent. Event Type Code: 5; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 11:09:24
notice
MDD Recovery following MDD Loss;
26/08/2024 11:09:23
warning
Lost MDD Timeout;
26/08/2024 11:09:22
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 11:09:09
notice
CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 11:05:43
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 11:05:40
notice
CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 11:02:23
notice
GUI Login Status - Login Success from LAN interface; client ip=[73.145.140.21];
26/08/2024 11:02:15
notice
CM-STATUS message sent. Event Type Code: 5; Chan ID: 21; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 10:57:42
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 10:55:31
notice
CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 10:55:05
notice
MDD Recovery following MDD Loss;
26/08/2024 10:55:04
warning
Lost MDD Timeout;
26/08/2024 10:54:46
notice
CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 10:54:37
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 10:54:34
notice
CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 10:54:29
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 10:54:20
notice
CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 10:52:27
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 10:52:26
notice
CM-STATUS message sent. Event Type Code: 2; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 10:52:24
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 10:52:20
notice
CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 10:52:19
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 10:52:17
notice
CM-STATUS message sent. Event Type Code: 2; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 10:52:16
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 10:52:15
notice
CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;
26/08/2024 10:52:13
critical
SYNC Timing Synchronization failure - Loss of Sync;
26/08/2024 10:52:11
notice
CM-STATUS message sent. Event Type Code: 5; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
26/08/2024 10:52:07
critical
SYNC Timing Synchronization failure - Loss of Sync;

1

0

XfinityJamesC

Official Employee

 • 

1.7K Messages

Greetings, @user_kouf83! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your service, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

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Reply

3 months ago

EG

Expert

 • 

107.2K Messages

3 months ago

@user_kouf83 @XfinityJamesC 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

0

0

user_kouf83

5 Messages

3 months ago

I've sent a Direct Message to Xfinity Support. Thank you for your comments.

0

0

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