30DM5's profile

Regular Visitor

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3 Messages

Sun, Oct 18, 2020 5:00 PM

Recent, frequent outages and errors in modem log

Hello, and thanks in advance for any help you can give me!

 

In roughly the last 10 days I've noticed a drop in my WAN connection for anywhere from a few minutes to an hour or so, about once per day. The LAN functions perfectly fine, but there's no connection to the internet. Resetting the cable modem has worked most of the time, although in one instance I had to reset it twice within a 10-minute span. A similar problem with similar errors in the modem log arose about two years ago and resulted in a tech coming to work on the incoming connection where the line meets my apartment building. I'm now even more certain it's an issue outside the building, because when it happened previously, I was actually in a different unit. (My current unit had new cable installed by a tech about 18 months ago.) Unfortunately, this is now more serious, because I'm working from home.

 

I've checked all the connections, and there are no splitters inside my unit. The cable modem is an Arris SB6183, and here's what I pulled from the log today:

 

Startup Procedure

Procedure Status Comment
Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 

 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 25 579000000 Hz 5.3 dBmV 40.1 dB 963 0
2 Locked QAM256 26 585000000 Hz 4.8 dBmV 40.2 dB 1318 0
3 Locked QAM256 27 591000000 Hz 4.9 dBmV 40.2 dB 1304 0
4 Locked QAM256 28 597000000 Hz 4.6 dBmV 40.1 dB 1528 0
5 Locked QAM256 29 603000000 Hz 4.9 dBmV 40.2 dB 1763 0
6 Locked QAM256 30 609000000 Hz 4.5 dBmV 40.1 dB 2043 0
7 Locked QAM256 31 615000000 Hz 4.5 dBmV 40.0 dB 2872 0
8 Locked QAM256 32 621000000 Hz 4.7 dBmV 40.1 dB 3180 0
9 Locked QAM256 33 627000000 Hz 4.9 dBmV 40.1 dB 3615 0
10 Locked QAM256 34 633000000 Hz 4.8 dBmV 40.0 dB 3520 0
11 Locked QAM256 35 639000000 Hz 4.9 dBmV 40.0 dB 4361 0
12 Locked QAM256 36 645000000 Hz 4.8 dBmV 40.0 dB 4755 0
13 Locked QAM256 37 651000000 Hz 4.8 dBmV 39.9 dB 5264 0
14 Locked QAM256 38 657000000 Hz 5.0 dBmV 39.9 dB 5771 0
15 Locked QAM256 39 663000000 Hz 5.3 dBmV 40.0 dB 5446 0
16 Locked QAM256 40 669000000 Hz 5.3 dBmV 40.0 dB 4983 0

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 43.7 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 43.2 dBmV
3 Locked ATDMA 3

5120 Ksym/sec

22800000 Hz 42.2 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 43.0 dBmV

 

Time Priority Description
Time Not Established Critical (3)
Time Not Established Notice (6)
Sat Oct 17 15:17:27 2020 Warning (5)
Sun Oct 18 15:58:54 2020 Critical (3)
Sun Oct 18 15:59:27 2020 Critical (3)
Sun Oct 18 15:59:39 2020 Critical (3)
Sun Oct 18 16:01:34 2020 Critical (3)
Sun Oct 18 16:02:06 2020 Critical (3)
Sun Oct 18 16:02:06 2020 Critical (3)
Sun Oct 18 16:02:14 2020 Critical (3)
Sun Oct 18 16:02:34 2020 Critical (3)
Sun Oct 18 16:03:06 2020 Critical (3)
Sun Oct 18 16:03:18 2020 Critical (3)
Sun Oct 18 16:03:54 2020 Critical (3)
Sun Oct 18 16:04:26 2020 Critical (3)
Sun Oct 18 16:04:38 2020 Critical (3)
Sun Oct 18 16:05:14 2020 Critical (3)
Sun Oct 18 16:05:46 2020 Critical (3)
Sun Oct 18 16:06:13 2020 Critical (3)
Sun Oct 18 16:06:46 2020 Critical (3)
Sun Oct 18 16:07:53 2020 Critical (3)
Sun Oct 18 16:08:26 2020 Critical (3)
Sun Oct 18 16:09:13 2020 Critical (3)
Sun Oct 18 16:09:46 2020 Critical (3)
Sun Oct 18 16:10:33 2020 Critical (3)
Sun Oct 18 16:11:06 2020 Critical (3)
Sun Oct 18 16:11:53 2020 Critical (3)
Sun Oct 18 16:12:25 2020 Critical (3)
Sun Oct 18 16:13:13 2020 Critical (3)
Sun Oct 18 16:13:45 2020 Critical (3)
Sun Oct 18 16:14:33 2020 Critical (3)
Sun Oct 18 16:15:05 2020 Critical (3)
Sun Oct 18 16:15:53 2020 Critical (3)
Sun Oct 18 16:16:25 2020 Critical (3)
Sun Oct 18 16:17:13 2020 Critical (3)
Sun Oct 18 16:17:45 2020 Critical (3)
Sun Oct 18 16:18:32 2020 Critical (3)
Sun Oct 18 16:19:05 2020 Critical (3)
Sun Oct 18 16:19:52 2020 Critical (3)
Sun Oct 18 16:20:25 2020 Critical (3)
Sun Oct 18 16:21:12 2020 Critical (3)
Sun Oct 18 16:22:17 2020 Critical (3)
Sun Oct 18 16:22:52 2020 Critical (3)
Sun Oct 18 16:23:57 2020 Critical (3)
Sun Oct 18 16:24:32 2020 Critical (3)
Sun Oct 18 16:25:37 2020 Critical (3)
Sun Oct 18 16:26:12 2020 Critical (3)
Sun Oct 18 16:27:17 2020 Critical (3)

Responses

Accepted Solution

Official Employee

 • 

2.5K Messages

5 m ago

It was truly a pleasure working with you, 30DM5. We are elated about the turnout of everything. So happy your connectivity issues have dissipated and you're on a new path of a stronger and much more reliable internet connection. 

 

Kinds regards. 

I am an Official Comcast Employee.
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EG

Expert

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86.5K Messages

7 m 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 !

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.
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Official Employee

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2.5K Messages

7 m ago

Hi, 30DM5. Thank you for your detailed post. We appreciate you posting here in the community for support! So sorry to hear about the complications with your internet service. We definitely want to look into this and help you iron everything out. We can take a look at some additional diagnostics on this end. To get started, please send me a PM with your first and last name. 

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  

 

We look forward to hearing from you and working together!

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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3 Messages

7 m ago

Thank you very much!!

Official Employee

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2.5K Messages

7 m ago

Of course! Please be sure to include your first and last name in your PM, I didn't see it. Thanks!

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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3 Messages

7 m ago

Hello @ComcastMorgan ! Did you receive the most recent PM I sent? Please let me know if I need to re-send it. Thanks again!

Official Employee

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2.5K Messages

7 m ago

I sure did, 30DM5. I just replied! Talk to you soon. 🙂

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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