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dr.z
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Friday, January 5th, 2024 8:44 AM

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Modem Keeps Dropping From Docsis 3.1 to 3.0, Causing Major Packet Loss

I purchased an Arris SB8200 this past July because my old modem kept resetting itself. The SB8200 worked perfectly up until a month or so ago, but then I started to notice my streaming, gaming and other internet services were starting to lag or stop working completely. The "lag" (mainly packet loss) occurs when my modem is pushed out of docsis 3.1 into 3.0. The packet loss goes on for about 10 seconds as this process takes place. The modem will then stay in docsis 3.0 for varied times (10, 20, 30 minutes etc.) before trying to reconnect to the 3.1. When it does switch back to 3.1, there is no noticeable lag or packet loss. Unplugging and resetting the modem has not worked. A support agent sent "refreshing signals" yesterday to the modem but that has not worked either. A technician was out to check my outdoor connections in June (2023) and saw nothing wrong. I am at a loss when it comes what to do next.

I have seen other people have the same docsis problem I am having. They tried replacing the modem with other brands and even tried Xfinity's Gateway modems, but this did not seem to fix the issue for them. (Modem switching between DOCSIS 3.1 and 3.0, causing brief packet loss/network drop outs : Comcast_Xfinity (reddit.com) The link will take you to a conversation another customer had on reddit about the issue. They ultimately purchased a modem that only supported docsis 3.0, but still receive slight packet loss. 

I don't believe the modem is the main problem, as it was working fine for a long time. Looking for other suggestions to fix the problem, because the laggy service is becoming rather annoying. 

Question

 • 

Updated 

1 year ago

981

4

dr.z

3 Messages

1 year ago

Managed to get my log right after modem was kicked from 3.1 to 3.0

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
4 Locked QAM256 411000000 Hz 5.7 dBmV 43.2 dB 0 0
1 Locked QAM256 393000000 Hz 5.3 dBmV 43.3 dB 0 0
2 Locked QAM256 399000000 Hz 5.5 dBmV 43.2 dB 0 0
3 Locked QAM256 405000000 Hz 5.7 dBmV 43.3 dB 0 0
5 Locked QAM256 417000000 Hz 5.9 dBmV 43.3 dB 0 0
6 Locked QAM256 423000000 Hz 6.0 dBmV 43.2 dB 0 0
7 Locked QAM256 429000000 Hz 6.0 dBmV 43.1 dB 0 0
8 Locked QAM256 435000000 Hz 6.1 dBmV 42.9 dB 0 0
9 Locked QAM256 453000000 Hz 5.7 dBmV 43.0 dB 0 0
10 Locked QAM256 459000000 Hz 5.4 dBmV 43.1 dB 0 0
11 Locked QAM256 465000000 Hz 4.7 dBmV 42.8 dB 0 0
12 Locked QAM256 471000000 Hz 5.3 dBmV 43.0 dB 0 0
13 Locked QAM256 477000000 Hz 5.4 dBmV 43.0 dB 0 0
14 Locked QAM256 483000000 Hz 5.4 dBmV 42.8 dB 0 0
15 Locked QAM256 489000000 Hz 5.4 dBmV 43.0 dB 0 0
16 Locked QAM256 495000000 Hz 5.5 dBmV 43.2 dB 0 0
17 Locked QAM256 507000000 Hz 5.5 dBmV 42.5 dB 0 0
18 Locked QAM256 513000000 Hz 5.5 dBmV 42.6 dB 0 0
19 Locked QAM256 519000000 Hz 5.4 dBmV 42.6 dB 0 0
20 Locked QAM256 525000000 Hz 5.6 dBmV 42.7 dB 0 0
21 Locked QAM256 531000000 Hz 5.8 dBmV 42.7 dB 0 0
22 Locked QAM256 537000000 Hz 5.8 dBmV 42.3 dB 0 0
23 Locked QAM256 543000000 Hz 6.0 dBmV 42.6 dB 0 0
24 Locked QAM256 549000000 Hz 6.2 dBmV 43.0 dB 0 0
25 Locked QAM256 555000000 Hz 6.4 dBmV 41.6 dB 0 0
26 Locked QAM256 561000000 Hz 6.7 dBmV 42.7 dB 0 0
27 Locked QAM256 567000000 Hz 6.9 dBmV 43.2 dB 0 0
28 Locked QAM256 573000000 Hz 6.9 dBmV 43.2 dB 0 0
29 Locked QAM256 579000000 Hz 6.9 dBmV 43.2 dB 0 0
30 Locked QAM256 585000000 Hz 7.2 dBmV 43.1 dB 0 0
31 Locked QAM256 591000000 Hz 7.0 dBmV 43.0 dB 0 0
32 Locked QAM256 597000000 Hz 7.2 dBmV 42.9 dB 0 0
193 Locked Other 678000000 Hz 4.5 dBmV 25.2 dB 39668879 52966


Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 46.0 dBmV
2 2 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 45.0 dBmV
3 3 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 45.0 dBmV
4 4 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 44.0 dBmV
5 5 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 47.0 dBmV


1

0

ccRuben

Retired Employee

 • 

729 Messages

@dr.z Thank you for taking the time to reach out about these connection issues, we will be happy to help troubleshoot these with you. Please send a direct message with your name and address, thank you!

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

1 year ago

0

BruceW

Gold Problem Solver

 • 

26.3K Messages

1 year ago

... Dropping From Docsis 3.1 to 3.0 ...

The SNR value for the OFDM channel is out of spec (too low). You can try the suggestions in Internet Troubleshooting Tips, but may need to have another visit from a premise tech. Either the problem is intermittent and was in spec when the tech checked it, or the tech was incompetent.

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 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 (approx $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.

0

dr.z

3 Messages

1 year ago

Date Time Event ID Event Level Description
01/07/2024 06:31 74010100 6 "CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:31 74010100 6 "CM-STATUS message sent. Event Type Code: 22; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:31 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:30 84020300 5 "MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:30 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:30 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=f[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:29 74010100 6 "CM-STATUS message sent. Event Type Code: 1; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:29 84020300 5 "MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:29 74010100 6 "CM-STATUS message sent. Event Type Code: 21; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:29 74010100 6 "CM-STATUS message sent. Event Type Code: 20; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:29 84020300 5 "MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:29 74010100 6 "CM-STATUS message sent. Event Type Code: 22; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:29 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:29 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:28 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:28 74010100 6 "CM-STATUS message sent. Event Type Code: 21; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:28 84020300 5 "MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:27 74010100 6 "CM-STATUS message sent. Event Type Code: 4; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:27 74010100 6 "CM-STATUS message sent. Event Type Code: 20; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:27 84020300 5 "MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:27 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:26 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/07/2024 06:26 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"

(edited)

0

0

EG

Expert

 • 

110K Messages

1 year ago

@dr.z 

Please redact all of the CM MAC and the CMTS MAC addresses from your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".

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