Skip to main content
pponce's profile
pponce
1st Reply
1st Topic
Conversation Starter

Regular Visitor

 • 

16 Messages

08/30/2021 9:59 PM

Closed

modem reboots about every 5 hours and 30 minutes

My modenm (Arris SB8200) reboots about every 5 and a half hours.
I use PFSENSE as my router and you can see below the monitoring graphs with the consistent packet loss spikes in blue.
When I check my modem logs I can see that it has rebooted at the same times as these packet loss spikes.

Here are the errors I see on my modem showing that it has rebooted. I see these with every packet loss spike in the monitoring graph (image attached)
Does anyone else have this issue?
08/30/2021 13:28 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"
08/30/2021 13:28 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"
08/30/2021 13:28 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=XXXXXXXX;CMTS-MAC=XXXXXXXX;CM-QOS=1.1;CM-VER=3.1;"

Question

 • 

Updated 

5 years ago

529

7

0

This conversation is no longer open for comments or replies and is no longer visible to community members.

Oldest First
Selected Oldest First
EG

Expert

 • 

121.8K Messages

5 years ago

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers. And the balance of the error log entries in their entirety with the MAC addresses redacted,

1

0

pponce

Regular Visitor

 • 

16 Messages

@EG thanks for looking at this!
It is very interesting that I can pretty much predict within 10  minutes when I will experience the issue.
Very odd that it is so consistent at about 5 and a half hours or so.
I should experience it again at around 8pm - 8:10 pacific tonight.
I posted the log records and upstream and downstream power levels info.

(edited)

5 years ago

0

pponce

Regular Visitor

 • 

16 Messages

5 years ago

Here are the log entries:

Date Time Event ID Event Level Description
08/30/2021 13:28 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/30/2021 13:28 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/30/2021 13:28 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/30/2021 08:04 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/30/2021 08:04 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/30/2021 02:16 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/30/2021 02:16 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/29/2021 20:32 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/29/2021 20:32 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/29/2021 14:47 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/29/2021 14:47 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/29/2021 08:56 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/29/2021 08:56 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/29/2021 03:33 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/29/2021 03:33 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/28/2021 21:40 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/28/2021 21:40 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/28/2021 16:01 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/28/2021 16:01 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/28/2021 10:21 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/28/2021 10:21 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/28/2021 04:44 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/28/2021 04:44 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/27/2021 22:47 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/27/2021 22:47 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/27/2021 22:47 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"
08/27/2021 22:47 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"

0

0

pponce

Regular Visitor

 • 

16 Messages

5 years ago

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
20 Locked QAM256 561000000 Hz 6.6 dBmV 43.2 dB 0 0
17 Locked QAM256 543000000 Hz 6.1 dBmV 42.8 dB 0 0
18 Locked QAM256 549000000 Hz 6.3 dBmV 43.0 dB 0 0
19 Locked QAM256 555000000 Hz 6.5 dBmV 43.0 dB 0 0
21 Locked QAM256 567000000 Hz 6.3 dBmV 42.9 dB 0 0
22 Locked QAM256 573000000 Hz 6.0 dBmV 42.8 dB 0 0
23 Locked QAM256 579000000 Hz 6.0 dBmV 42.7 dB 0 0
24 Locked QAM256 585000000 Hz 6.1 dBmV 42.7 dB 0 0
25 Locked QAM256 591000000 Hz 6.4 dBmV 42.9 dB 0 0
26 Locked QAM256 597000000 Hz 6.3 dBmV 42.8 dB 0 0
27 Locked QAM256 603000000 Hz 6.2 dBmV 42.9 dB 0 0
28 Locked QAM256 609000000 Hz 6.1 dBmV 42.7 dB 0 0
29 Locked QAM256 615000000 Hz 5.9 dBmV 42.5 dB 0 0
30 Locked QAM256 621000000 Hz 5.8 dBmV 42.4 dB 0 0
31 Locked QAM256 627000000 Hz 5.7 dBmV 42.4 dB 0 0
32 Locked QAM256 633000000 Hz 5.6 dBmV 42.4 dB 0 0
33 Locked QAM256 639000000 Hz 5.5 dBmV 42.3 dB 0 0
34 Locked QAM256 645000000 Hz 5.7 dBmV 42.5 dB 0 0
35 Locked QAM256 651000000 Hz 5.6 dBmV 42.4 dB 0 0
36 Locked QAM256 657000000 Hz 5.8 dBmV 42.5 dB 0 0
37 Locked QAM256 663000000 Hz 5.9 dBmV 42.4 dB 0 0
38 Locked QAM256 669000000 Hz 6.1 dBmV 42.5 dB 0 0
39 Locked QAM256 675000000 Hz 6.2 dBmV 42.1 dB 0 0
40 Locked QAM256 681000000 Hz 6.2 dBmV 42.5 dB 0 0
41 Locked QAM256 687000000 Hz 6.4 dBmV 42.5 dB 0 0
42 Locked QAM256 693000000 Hz 6.6 dBmV 42.6 dB 0 0
43 Locked QAM256 699000000 Hz 6.7 dBmV 42.6 dB 0 0
44 Locked QAM256 705000000 Hz 6.6 dBmV 42.5 dB 0 0
45 Locked QAM256 711000000 Hz 6.4 dBmV 42.4 dB 0 0
46 Locked QAM256 717000000 Hz 6.4 dBmV 42.4 dB 0 0
47 Locked QAM256 723000000 Hz 6.4 dBmV 42.4 dB 0 0
48 Locked Other 850000000 Hz 3.3 dBmV 39.0 dB 427018514 0

Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 52.0 dBmV
2 2 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 52.0 dBmV
3 3 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 51.0 dBmV
4 4 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 50.0 dBmV
5 5 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 50.0 dBmV

0

0

EG

Expert

 • 

121.8K Messages

5 years ago

The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

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, 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 book a tech visit to investigate and correct.


Good luck with it !

0

0

pponce

Regular Visitor

 • 

16 Messages

5 years ago

I figured out what caused this to start occurring.

I read here https://www.dslreports.com/forum/r33014606-Firmware-Config-File-Rejected that people were having good luck with LACP enabled saying that the latest firmware below finally fixed the issues with LACP.

AB01.02.053.01_112320_193.0A.NSH

It looks like there are still issues with running the modem with this on.  
When enabled my modem reboots every 5.5 hours or so.  When disabled this goes away.

I confirmed it was not a fluke by running this off for a full day.  0 issues.  then enabled it and saw the issue again.

I'll be keeping this setting off for now.

3

0

peterka09011

Contributor

 • 

43 Messages

@pponcedeleon  I just read the thread you linked- thanks. How do you disable LACP, exactly, on the SB8200?

5 years ago

0

EG

Expert

 • 

121.8K Messages

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark as Best Answer!tick

5 years ago

0

pponce

Regular Visitor

 • 

16 Messages

@peterka09011  Unless you actively enabled it, it should be off as that is the default.

To see the setting you need to log in to the modem and then go to the "advanced" tab. There is a checkbox to enable it.

Be careful with this setting.  It requires support on the router you are using with the modem.  So you would also need to enable LACP on the router and then use another ethernet cable to connect to the second port on the modem.

5 years ago

0

EG

Expert

 • 

121.8K Messages

5 years ago

@pponcedeleon O/k but that setting has nothing to do with the signals / connection quality. This still needs to be addressed regardless.

(edited)

8

0

pponce

Regular Visitor

 • 

16 Messages

@EG

Sure just pointing out that my internet no longer goes out because of modem reboots.

that was my main problem and that at least seems to be solved.  
I'll see if Xfinity support will be helpful here with the signals levels you point out.  When I reached out and got tier 1 support and they "checked" my modem they said everything was fine and sent me on my way.  I can try again and perhaps point to them this forum and your helpful post with comments about by upstream power levels.

I can also then retest the setting to see if perhaps the power levels and LACP enabled caused the reboot issue. Or if things stabilize with LACP on when signal levels are adjusted. 
I just don't feel confident that Xfinity support will be helpful given my past experience and my most recent experience when I called out my modem issues.

thank you for your help though as I did not know that those power levels for upstream were considered on the hjgh end.

5 years ago

0

EG

Expert

 • 

121.8K Messages

Yep. There is no wiggle room to allow for the inevitable intermittent level fluctuations. It's a problem just waiting to happen. And if it does, it will cause the very same dropping / spontaneous rebooting problems.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark as Best Answer!tick

5 years ago

0

pponce

Regular Visitor

 • 

16 Messages

@EG 

Ok took a while to get through the usual tier 1 support process but they are now sending a tech to my house.
Are the power level something they can change while here at my house?
Anything you suggest I should say other than my upstream power levels are on the high end and are the likely cause of some intermittent reboots i see.

thanks for the help.

5 years ago

0

XfinityAldrik

Official Employee

 • 

2.8K Messages

Hello @pponce, I see our awesome Expert EG has been helping you the past few days! Our technician will most definitely be able to monitor the power levels. Could you please send our team a private message with your full name and full address? Our team would like to follow up with you after the appointment to make sure we get to the bottom of this issue.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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 as Best Answer.tick

5 years ago

0

peterka09011

Contributor

 • 

43 Messages

@XfinityAldrek:  I believe pponce asked whether a tech can change the power levels- not "monitor" them...

5 years ago

0

pponce

Regular Visitor

 • 

16 Messages

5 years ago

Update: Comcast tech visited. He did what he could do but since there was no issue with the connection and the signal and everything was within spec there was nothing it seems he could do. I believe he did everything he could and checked everything including the box in the ground outside my house.
I have only 1 splitter.  
He tightened all connections and connected the cable line that runs into my house to ground as it looked like that was not done originally.
All signals were within spec.
He said if the issue was beyond my home in the local neighborhood they would get complaints and would get alerts. There were none. He also said that if this were not my modem he would replace it. But since it's mine then that is on me to decide.

I did have a lost packets issue pop up on my monitor earlier today. So the issue is still happening though less often with LACP disabled.

My next steps are to check a different modem but I don't think that is the issue. Could maybe there be an issue with the firmware?

@XfinityAldrik is there a way to bring my upstream power levels lower as per @EG 's hunch that this is the issue causing the sporadic reboots?
The tech that visited, who was very professional and I believe did everything he was being paid/trained to do, was adamant that the upstream power levels were not the issue.

2

0

CCGabby

Retired Employee

 • 

1.5K Messages

Hello @pponce. Thank you for reaching out and giving us an update on the tech visit. There can very well be an issue with the firmware, have you checked if there are any updates? 

5 years ago

0

pponce

Regular Visitor

 • 

16 Messages

@XfinityGabby I have the latest one that Comcast pushed out to me earlier this year.  According to everything I've read Comcast has to test and approve the firmware that Arris releases to Comcast for testing before it gets distributed by Comcast to users.  There is no interface for a user to upload the firmware.
All my firmware updates have been pushed automatically by Comcast.  I've had at least 3 different firmwares pushed on my sb8200.  None were user initiated.

Same with my previous Arris model router. 

If you know of a newer one than AB01.02.053.01_112320_193.0A.NSH that comcanst may be testing, I'd be all for testing it. But Xfinity/comcast pushes them out so I can't do anything about that.

From Arris:
"The Cable Operators (MSOs) have complete control of what cable modem/gateway hardware they will allow installed and the firmware it uses, on their cable plant.  This means anything directly connected to the cable plant (COAX) in your house.  They do this to ensure that nothing happens to anyone upstream from your connections.  Cable Operators follow the DOCSIS Specifications that control this methodology of firmware upgrades as well as providing security for the firmware upgrades.  

Cable Operators also run both the products and firmware through their own test cycles to approve any manufacturers’ modems, wireless gateways, and the associated firmware updates for deployment.  This is not an ARRIS only implementation, but the required implementation of any cable device manufacturer.  After an MSO has tested and approved a new version of firmware for a cable device, they will then “push” that new firmware out to the devices. "

Link to source:
https://arris.secure.force.com/consumers/articles/Drivers_and_Firmware/Upgrading-Firmware-on-Cable-Modems-Gateways/?l=en_US&fs=RelatedArticle

(edited)

5 years ago

0

forum icon

New to the Community?

Start Here