5 Messages
Modem requires restarting every day
I have an 800Mbps plan. When everything's right, I get that speed all the way to devices. Unfortunately it frequently degrades to 50-150Mbps even on devices hard-wired to the router. Power-cycling the modem resolves the issue, but having to do this daily (or live with the degraded speeds) is frustrating.
I've tried replacing the modem. Was using Hitron CODA56 Multi-Gigabit DOCSIS 3.1 Modem but replaced it with ARRIS SURFboard SB8200 DOCSIS 3.1 Cable Modem. This appeared to make no difference. I still have to power cycle it frequently.
Whenever I've called Xfinity, they've had me power cycle it and then suggested the issue was resolved. Of course, this does resolve the issue but only temporarily.
Any ideas on what I could try to troubleshoot?
Accepted Solution
EG
Expert
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110.1K Messages
11 months ago
No worries, and you're quite welcome ! Ok so there is a problem with the SNR values on downstream channels 26 to 32. They are all too low / out of spec. And there are a large number of uncorrected bit errors as well. It seems that there is spurious noise leaking into the line(s) somewhere at that range of frequencies.
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 connection quality, check to see if there are 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 5-1002 MHz, bi-directional, and no gold-colored garbage from Home Depot, Target, Wal-Mart, 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 book a tech visit to investigate and correct.
Good luck with it !
(edited)
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EG
Expert
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110.1K Messages
11 months ago
What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
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EG
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110.1K Messages
11 months ago
Please redact the CM MAC and the CMTS MAC address from that error log entry for your privacy. It is 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 publicly. It flagged your post as "Private".
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shane0
5 Messages
11 months ago
Thanks again, @EG. Good to have some sense of the problem. I've tried the steps suggested above. There are actually no splitters at all, but there are two connectors between the street and my modem that I took off, cleaned, and replaced. If anything it appears to have exacerbated the problem (see below). I guess I could try replacing them but they seem in fine condition.
I tried to get help through the Xfinity assistant but it detected no issues with the modem and then suggested the problem was unrelated to Xfinity service. I guess I didn't guess the magic path to get a technician. I can't even find a way to speak to a person. A bit frustrating, but I'll keep trying.
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EG
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110.1K Messages
11 months ago
If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated.
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 up 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
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110.1K Messages
11 months ago
You're very welcome @shane0 ! Glad you got it squared away !! Now closing your solved topic.
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