Regular Visitor
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3 Messages
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 |
| 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 |
| 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
ComcastMorgan
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.
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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 !
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ComcastMorgan
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!
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30DM5
Regular Visitor
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3 Messages
7 m ago
Thank you very much!!
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ComcastMorgan
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!
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30DM5
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!
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ComcastMorgan
Official Employee
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2.5K Messages
7 m ago
I sure did, 30DM5. I just replied! Talk to you soon. 🙂
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