Visitor
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2 Messages
Internet keeps dropping about once a day. Restart of modem is the only fix. Errors in event log.
As the title says my internet has been dropping, and tech support just wants to restart my modem over and over. There are numerous correctable and uncorrectable errors in the log even after only 10-15 mins. The modem is an SB8200. The coax line from the modem to the box on the side of the house is new, and the technician who installed our XFinity service a few months ago removed a "noisy" signal splitter and connected it directly. He said everything looked good. I'm getting pretty frustrated with these drops as on some days it may keep happening over and over, then there's days it doesn't happen at all. On average I'd say, about once a day, or once every other day it drops in the middle of a zoom call or something.
This just happened about 20 mins ago, and these are the logs. These correctable/uncorrectables are fresh, not from a long uptime.
Any help is greatly appreciated. Thanks for your time.
| 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 |
| 5 | Locked | QAM256 | 495000000 Hz | -7.5 dBmV | 40.6 dB | 10731 | 13787 |
| 1 | Locked | QAM256 | 471000000 Hz | -7.2 dBmV | 40.7 dB | 11449 | 14879 |
| 2 | Locked | QAM256 | 477000000 Hz | -7.1 dBmV | 40.8 dB | 10838 | 14386 |
| 3 | Locked | QAM256 | 483000000 Hz | -7.4 dBmV | 40.6 dB | 11033 | 14422 |
| 4 | Locked | QAM256 | 489000000 Hz | -7.6 dBmV | 40.6 dB | 11372 | 13384 |
| 6 | Locked | QAM256 | 501000000 Hz | -7.7 dBmV | 40.6 dB | 10814 | 13107 |
| 7 | Locked | QAM256 | 507000000 Hz | -7.8 dBmV | 40.4 dB | 10318 | 13277 |
| 8 | Locked | QAM256 | 513000000 Hz | -7.8 dBmV | 40.4 dB | 10652 | 13040 |
| 9 | Locked | QAM256 | 519000000 Hz | -8.0 dBmV | 40.3 dB | 11170 | 12530 |
| 10 | Locked | QAM256 | 525000000 Hz | -8.6 dBmV | 40.0 dB | 10962 | 12201 |
| 11 | Locked | QAM256 | 531000000 Hz | -8.5 dBmV | 40.0 dB | 11206 | 12056 |
| 12 | Locked | QAM256 | 537000000 Hz | -8.8 dBmV | 39.9 dB | 10626 | 11836 |
| 13 | Locked | QAM256 | 543000000 Hz | -8.8 dBmV | 39.8 dB | 10699 | 11560 |
| 14 | Locked | QAM256 | 549000000 Hz | -8.7 dBmV | 39.7 dB | 11032 | 11337 |
| 15 | Locked | QAM256 | 555000000 Hz | -8.9 dBmV | 39.7 dB | 10808 | 10814 |
| 16 | Locked | QAM256 | 561000000 Hz | -9.0 dBmV | 39.4 dB | 10563 | 10886 |
| 17 | Locked | QAM256 | 567000000 Hz | -9.7 dBmV | 39.1 dB | 10714 | 11183 |
| 18 | Locked | QAM256 | 573000000 Hz | -9.8 dBmV | 39.1 dB | 10747 | 10449 |
| 19 | Locked | QAM256 | 579000000 Hz | -10.0 dBmV | 38.8 dB | 10801 | 10213 |
| 33 | Locked | QAM256 | 441000000 Hz | -7.1 dBmV | 40.9 dB | 10794 | 10167 |
| 34 | Locked | QAM256 | 453000000 Hz | -7.3 dBmV | 40.9 dB | 10226 | 9794 |
| 35 | Locked | QAM256 | 459000000 Hz | -7.1 dBmV | 40.9 dB | 10611 | 9936 |
| 36 | Locked | QAM256 | 465000000 Hz | -7.2 dBmV | 40.7 dB | 10396 | 9383 |
| 37 | Locked | Other | 690000000 Hz | -11.4 dBmV | 34.5 dB | 654101418 | 74898 |
| 38 | Not Locked | QAM256 | 0 Hz | 0.0 dBmV | 41.4 dB | 10327 | 9397 |
| 39 | Locked | QAM256 | 417000000 Hz | -6.3 dBmV | 41.5 dB | 10475 | 8843 |
| 40 | Locked | QAM256 | 423000000 Hz | -6.1 dBmV | 41.5 dB | 9930 | 8412 |
| 41 | Locked | QAM256 | 429000000 Hz | -6.3 dBmV | 41.3 dB | 9962 | 8526 |
| 42 | Locked | QAM256 | 435000000 Hz | -6.5 dBmV | 41.6 dB | 9362 | 7926 |
| 43 | Locked | QAM256 | 393000000 Hz | -5.1 dBmV | 41.7 dB | 9541 | 8175 |
| 44 | Locked | QAM256 | 399000000 Hz | -5.7 dBmV | 41.4 dB | 9485 | 7756 |
| 45 | Locked | QAM256 | 405000000 Hz | -6.2 dBmV | 41.4 dB | 9350 | 7352 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Channel ID | Lock Status | US Channel Type | Frequency | Width | Power |
| 1 | 1 | Locked | SC-QAM Upstream | 35600000 Hz | 6400000 Hz | 51.0 dBmV |
| 2 | 2 | Locked | SC-QAM Upstream | 29200000 Hz | 6400000 Hz | 51.0 dBmV |
| 3 | 3 | Locked | SC-QAM Upstream | 22800000 Hz | 6400000 Hz | 51.0 dBmV |
| 4 | 4 | Locked | SC-QAM Upstream | 16400000 Hz | 6400000 Hz | 50.0 dBmV |
| Date Time | Event ID | Event Level | Description |
|---|---|---|---|
| 04/04/2023 15:38 | 67061600 | 6 | "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3." |
| 04/04/2023 15:38 | 2436694066 | 6 | "Honoring MDD; IP provisioning mode = IPv6" |
| 04/04/2023 15:37 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:37 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out" |
| 04/04/2023 15:37 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:37 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out" |
| 04/04/2023 15:37 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:36 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3." |
| 04/04/2023 15:36 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:36 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3." |
| 04/04/2023 15:36 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:36 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3." |
| 04/04/2023 15:36 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:35 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A." |
| 04/04/2023 15:35 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:35 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A." |
| 04/04/2023 15:34 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:34 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A." |
| 04/04/2023 15:34 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:34 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A." |
| 04/04/2023 15:33 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:33 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 7; Chan ID: 1 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A." |
| 04/04/2023 15:33 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:33 | 82000800 | 3 | "16 consecutive T3 timeouts while trying to range on upstream channel 0" |
| 04/04/2023 15:33 | 82000600 | 3 | "Unicast Maintenance Ranging attempted - No response - Retries exhausted" |
| 04/04/2023 15:33 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out" |
| 04/04/2023 15:33 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 7; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A." |
| 04/04/2023 15:33 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:32 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out" |
| 04/04/2023 15:32 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:32 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out" |
| 04/04/2023 15:32 | 82000200 | 3 | "No Ranging Response received - T3 time-out" |
| 04/04/2023 15:32 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out" |
| 04/04/2023 15:32 | 82000800 | 3 | "16 consecutive T3 timeouts while trying to range on upstream channel 1" |
| 04/04/2023 15:32 | 82000600 | 3 | "Unicast Maintenance Ranging attempted - No response - Retries exhausted" |
| 04/04/2023 15:32 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out" |
| 04/04/2023 15:32 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3." |
Accepted Solution
EG
Expert
•
110.1K Messages
2 years ago
The power level values are marginal to out of spec, and they may be intermittently fluctuating even farther out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels. Here are some self-troubleshooting tips that may or may not apply. YMMV.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to get the techs involved again until things get fixed properly.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Good luck !
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EG
Expert
•
110.1K Messages
2 years ago
Quite welcome ! Please post back about how things turn out.
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