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svelez18
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6 Messages

Monday, August 10th, 2020 7:00 PM

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Modem still reboots endlessly after replacement

Hello. I have replacedy Xfinity modem 3 times and bought a new sb6190 so I can see what's going on. I have had 3 different techs at my house to check the lines. The 3rd tech blamed my modem rebooting all the time on the rg6 cable being too old. I got the cable replaced all the way back to the demarc point and my modem is still rebooting endlessly. I kept offering the logs to tech support and they would not take them. Can anyone help??? I can't even work from home because my internet is so unreliable!!!!!

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5 years ago

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EG

Expert

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111.7K Messages

5 years ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.


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svelez18

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6 Messages

5 years ago

ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables1Locked256QAM21579.00 MHz3.70 dBmV40.95 dB1502Locked256QAM9507.00 MHz3.30 dBmV40.37 dB203Locked256QAM10513.00 MHz3.30 dBmV40.95 dB304Locked256QAM11519.00 MHz3.30 dBmV40.95 dB505Locked256QAM12525.00 MHz3.40 dBmV40.37 dB2206Locked256QAM13531.00 MHz3.50 dBmV43.38 dB1307Locked256QAM14537.00 MHz3.30 dBmV40.95 dB2008Locked256QAM15543.00 MHz3.50 dBmV40.95 dB709Locked256QAM16549.00 MHz3.50 dBmV40.95 dB10010Locked256QAM17555.00 MHz3.70 dBmV40.95 dB17011Locked256QAM18561.00 MHz3.60 dBmV40.95 dB15012Locked256QAM19567.00 MHz3.70 dBmV40.95 dB9013Locked256QAM20573.00 MHz3.90 dBmV40.95 dB9014Locked256QAM22585.00 MHz3.70 dBmV40.95 dB16015Locked256QAM23591.00 MHz3.60 dBmV40.37 dB12016Locked256QAM24597.00 MHz3.40 dBmV40.95 dB2017Locked256QAM25603.00 MHz3.00 dBmV40.95 dB2018Locked256QAM26609.00 MHz1.90 dBmV40.37 dB0019Locked256QAM27615.00 MHz1.70 dBmV40.37 dB7020Locked256QAM28621.00 MHz1.90 dBmV40.37 dB4021Locked256QAM29627.00 MHz2.40 dBmV40.95 dB7022Locked256QAM30633.00 MHz2.20 dBmV40.95 dB0023Locked256QAM31639.00 MHz2.60 dBmV40.95 dB1024Locked256QAM32645.00 MHz2.40 dBmV40.95 dB2025Locked256QAM33651.00 MHz2.70 dBmV40.40 dB2026Locked256QAM34657.00 MHz2.60 dBmV40.40 dB0027Locked256QAM35663.00 MHz2.60 dBmV41.10 dB0028Locked256QAM36669.00 MHz2.90 dBmV41.10 dB0029Locked256QAM37675.00 MHz2.60 dBmV41.10 dB2030Locked256QAM38681.00 MHz3.10 dBmV41.10 dB3031Locked256QAM39687.00 MHz2.90 dBmV41.10 dB21032Locked256QAM40693.00 MHz3.00 dBmV39.90 dB140

Upstream Bonded ChannelsChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower1LockedATDMA15120 kSym/s36.50 MHz41.00 dBmV2LockedATDMA35120 kSym/s23.70 MHz40.50 dBmV3LockedATDMA25120 kSym/s30.10 MHz40.50 dBmV

Current System Time: Fri Aug 14 09:28:49 2020


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svelez18

Frequent Visitor

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6 Messages

5 years ago

The latest update I got was Comcast was to send a tech to look at the model and amp on my street since the equipment and the cable in the house is new and multiple techs have come

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EG

Expert

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111.7K Messages

5 years ago

The stats are all good. Are there any RF signal error / event log entries being shown ? If so, please post them as well.

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svelez18

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6 Messages

5 years ago

TimePriorityDescriptionFri Aug 14 20:18:31 20203No Ranging Response received - T3 time-out;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Fri Aug 14 20:18:31 20205RCS Partial Service;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 02:16:06 20203No Ranging Response received - T3 time-out;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 02:40:04 20203Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 02:40:04 20203No Ranging Response received - T3 time-out;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 02:40:24 20205RCS Partial Service;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 04:29:40 20203No Ranging Response received - T3 time-out;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 11:10:09 20205RCS Partial Service;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 11:16:35 20203Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 11:16:35 20203No Ranging Response received - T3 time-out;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 11:17:00 20205RCS Partial Service;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 12:26:28 20203Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 12:26:28 20203No Ranging Response received - T3 time-out;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 13:27:22 20203Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 13:27:22 20203No Ranging Response received - T3 time-out;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 15:03:31 20203Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 15:03:31 20203No Ranging Response received - T3 time-out;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 16:26:12 20203Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 16:26:12 20203No Ranging Response received - T3 time-out;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;Sat Aug 15 21:41:37 20206TLV-11 - unrecognized OID;CM-MAC=70:54:25:46:30:27;CMTS-MAC=94:d4:69:54:c1:5d;CM-QOS=1.1;CM-VER=3.0;

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EG

Expert

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111.7K Messages

5 years ago

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

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CCAmir

Gold Problem Solver

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7.2K Messages

5 years ago

Hi svelez18, thanks for taking the time out to post on our forum. In times like these we all need to be able to rely on our data services to stay connected with the world so let's get this issue resolved so that you don't miss out on anything. To move forward please send me a private message with your full name and account number by clicking on my name (ComcastAmir) and then click "Send a message".

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svelez18

Frequent Visitor

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6 Messages

5 years ago

Thank you EG!

 

Amir,

 

Thanks for reaching out. I sent you a PM today to discuss.

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svelez18

Frequent Visitor

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6 Messages

5 years ago

Hello all. I'm still experiencing this issue with no resolution or response from Comcast

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EG

Expert

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111.7K Messages

5 years ago

I'm going to re-escalate this.

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CCMartin

Gold Problem Solver

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2.9K Messages

5 years ago

Hey there, svelez18. 

 

Thank you for your patience. I will be in contact with you through private message as soon as possible. 

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