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Issues with Internet dropping and slowing down frequently
I have a Arris SB8200 cable modem connected for internet service. Lately, I am having issues with dropping or slowing down of service frequently. I had a Xfinity techinician come out to resolve the issue. He changed outside line from utility box to Xfinity box but the problem is still there. On my modem's status page it is showing partial service (DS only) with 11 to 32 downstream and OFDM PLC channels locked but channels 1-10 remain shows not locked with unknown modulation.
This technician was clueless as he didn't know what he was doing. First he said it was my modem so we switched to another spare modem I had but that didn't resolve the issue. Then he said it is my line from Xfinity box to my cable modem which isn't true also. After he left, I connected the modem at the Xfinity box and the issue was still present which tells me that the line to my house is not the issue. The issue lies with Xfinity line somewhere upstream but they fail to acknowledge it. There are lots of errors in event log as well. Need some help to resolve the issue.
Note the following from modem status page.
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 | 597000000 Hz | Locked |
| Connectivity State | OK | Partial Service (DS only) |
| Boot State | OK | Partial Service (DS only) |
| 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 |
| 28 | Locked | 256QAM | 597000000 Hz | -1 dBmV | 36 dB | 29 | 0 |
| 4 | Not Locked | Unknown | 453000000 Hz | 3 dBmV | 14 dB | 0 | 0 |
| 12 | Locked | 256QAM | 501000000 Hz | 0 dBmV | 36 dB | 191 | 0 |
| 20 | Locked | 256QAM | 549000000 Hz | -1 dBmV | 36 dB | 38 | 0 |
| 1 | Not Locked | Unknown | 435000000 Hz | 3 dBmV | 15 dB | 0 | 0 |
| 2 | Not Locked | Unknown | 441000000 Hz | 4 dBmV | 14 dB | 0 | 0 |
| 3 | Not Locked | Unknown | 447000000 Hz | 3 dBmV | 7 dB | 0 | 0 |
| 5 | Not Locked | Unknown | 459000000 Hz | 2 dBmV | 13 dB | 0 | 0 |
| 6 | Not Locked | Unknown | 465000000 Hz | 2 dBmV | 9 dB | 0 | 0 |
| 7 | Not Locked | Unknown | 471000000 Hz | 2 dBmV | 17 dB | 0 | 0 |
| 8 | Not Locked | Unknown | 477000000 Hz | 2 dBmV | 9 dB | 0 | 0 |
| 9 | Not Locked | Unknown | 483000000 Hz | 2 dBmV | 13 dB | 0 | 0 |
| 10 | Not Locked | Unknown | 489000000 Hz | 2 dBmV | 9 dB | 0 | 0 |
| 11 | Locked | 256QAM | 495000000 Hz | 1 dBmV | 37 dB | 46 | 0 |
| 13 | Locked | 256QAM | 507000000 Hz | 0 dBmV | 36 dB | 65 | 0 |
| 14 | Locked | 256QAM | 513000000 Hz | 0 dBmV | 36 dB | 91 | 0 |
| 15 | Locked | 256QAM | 519000000 Hz | 0 dBmV | 36 dB | 63 | 0 |
| 16 | Locked | 256QAM | 525000000 Hz | 0 dBmV | 37 dB | 68 | 0 |
| 17 | Locked | 256QAM | 531000000 Hz | 0 dBmV | 37 dB | 28 | 0 |
| 18 | Locked | 256QAM | 537000000 Hz | 0 dBmV | 37 dB | 101 | 0 |
| 19 | Locked | 256QAM | 543000000 Hz | 0 dBmV | 36 dB | 116 | 0 |
| 21 | Locked | 256QAM | 555000000 Hz | 0 dBmV | 36 dB | 47 | 0 |
| 22 | Locked | 256QAM | 561000000 Hz | 0 dBmV | 36 dB | 72 | 0 |
| 23 | Locked | 256QAM | 567000000 Hz | 0 dBmV | 37 dB | 19 | 0 |
| 24 | Locked | 256QAM | 573000000 Hz | 0 dBmV | 37 dB | 48 | 0 |
| 25 | Locked | 256QAM | 579000000 Hz | 0 dBmV | 37 dB | 49 | 0 |
| 26 | Locked | 256QAM | 585000000 Hz | -1 dBmV | 37 dB | 32 | 0 |
| 27 | Locked | 256QAM | 591000000 Hz | -1 dBmV | 37 dB | 67 | 0 |
| 29 | Locked | 256QAM | 603000000 Hz | -2 dBmV | 36 dB | 92 | 0 |
| 30 | Locked | 256QAM | 609000000 Hz | -1 dBmV | 36 dB | 61 | 0 |
| 31 | Locked | 256QAM | 615000000 Hz | -2 dBmV | 36 dB | 54 | 0 |
| 32 | Locked | 256QAM | 621000000 Hz | -2 dBmV | 36 dB | 78 | 0 |
| 193 | Locked | OFDM PLC | 957000000 Hz | -5 dBmV | 39 dB | 10002114 | 0 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel ID | Lock Status | US Channel Type | Frequency | Width | Power | |
| 19 | Locked | SC-QAM | 29200000 Hz | 6400000 | 39.0 dBmV | |
| 20 | Locked | SC-QAM | 35600000 Hz | 6400000 | 40.0 dBmV | |
| 17 | Locked | SC-QAM | 16400000 Hz | 6400000 | 36.0 dBmV | |
| 18 | Locked | SC-QAM | 22800000 Hz | 6400000 | 37.0 dBmV | |
user_vvd1p1
Visitor
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2 Messages
2 days ago
I had a call with Arris techical support and they informed me that power levels of upstream channels are too low. I am getting power level for upstream channels in the range of 36 to 40 dBmV while Arris says it should be 45 to 51 dBmV for this modem. I mentioned this to the Xfinity tech that came to troubleshoot but he said their level is 33 to 51 dBmV so I should be fine. Note the link below for Arris SB8200 modem specifying the power level requirements.
https://arris.my.salesforce-sites.com/consumers/articles/knowledge/SB8200-Cable-Signal-Levels
I was told by Arris technical support that ISP can increase the power level on their side and this should help lock the unlocked channels. They even suggested to do a 3-way call with Xfinity, Arris, and myself to convey this message.
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EG
Expert
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113.7K Messages
6 hours ago
@user_vvd1p1 @XfinityJeff
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.
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