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bvkiran
1st Topic

Visitor

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9 Messages

Monday, August 14th, 2023 5:20 AM

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sb6183 modem having uncorrectables and frequent disconnects

I am having frequent disconnects. XFinity keeps saying the connection is fine. i see lots of uncorrectables on my modem Arris SB6183. I switched to this modem 6 months ago when XFinity claimed my previous one was not supported. Can someone pls help..(*XFinity support?)

Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 32 579000000 Hz 2.3 dBmV 38.1 dB 0 0
2 Locked QAM256 33 585000000 Hz 2.5 dBmV 38.4 dB 0 0
3 Locked QAM256 34 591000000 Hz 2.3 dBmV 37.4 dB 0 0
4 Locked QAM256 35 597000000 Hz 2.0 dBmV 36.5 dB 0 0
5 Locked QAM256 36 603000000 Hz 2.1 dBmV 0.0 dB 55704 288994
6 Locked QAM256 37 609000000 Hz 2.1 dBmV 33.0 dB 0 0
7 Locked QAM256 38 615000000 Hz 1.9 dBmV 38.2 dB 0 0
8 Locked QAM256 39 621000000 Hz 1.8 dBmV 27.6 dB 179036 288699
9 Locked QAM256 40 627000000 Hz 1.9 dBmV 0.0 dB 65206 299989
10 Locked QAM256 41 633000000 Hz 1.5 dBmV 25.8 dB 42685 194637
11 Locked QAM256 42 639000000 Hz 1.6 dBmV 35.5 dB 205978 240757
12 Locked QAM256 43 645000000 Hz 1.6 dBmV 38.1 dB 0 0
13 Locked QAM256 44 651000000 Hz 1.4 dBmV 38.1 dB 0 0
14 Locked QAM256 45 657000000 Hz 1.7 dBmV 38.1 dB 0 0
15 Locked QAM256 46 663000000 Hz 1.4 dBmV 37.8 dB 0 0
16 Locked QAM256 47 669000000 Hz 1.1 dBmV 37.8 dB 0 0

Question

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Updated 

2 years ago

 • Edited

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BruceW

Gold Problem Solver

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26.3K Messages

2 years ago

... XFinity keeps saying the connection is fine ...

It is not. Several channels have out of spec SNR (too low).

Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. 

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips.

If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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EG

Expert

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110K Messages

2 years ago

There is a connection quality problem on downstream channels 8 thru 11. The SNR's are too low / out of spec. And there are a large number of uncorrected bit errors. This is typically caused by spurious noise at those frequencies leaking into the coax line(s) somewhere. Have you first tried rebooting / powercycling the modem ? This may result in it picking up and locking on to a new / different set of downstream channels that may not have that problem.

Please also post the upstream channel power level values.

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XfinityKassie

Official Employee

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1.7K Messages

2 years ago

@bvkiran Good morning! Thank you for taking the time to reach out to our Community Forums Team for assistance with your internet connection. Based on what you are sending over, I can see how this would be a concern. I would be happy to take a closer look, and get you in the right direction for a resolution. Before we begin, can you tell me if you have tried any troubleshooting steps on your end? This way we don't repeat the same steps. Also, do you have any splitters, extenders, or any devices of that nature connected to your network aside from your modem? 

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bvkiran

Visitor

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9 Messages

@XfinityKassie​ Things we working fine for 6 months with the new modem and this is a past month occurrence. Checked the connection. There is a wire from a pole on the street coming into the house all the way to the attic. There is no splitter. That ends in a female plug. Another coax is attached to that running through the wall by the attic where the modem is attached to. The coax from the attic is new. At this time the service is beyond bad. I get dropped off during important work meetings. It does not help saying it is problem from my end when this setup has not changed in past 6 months.

Thanks

2 years ago

0

XfinityOrlandoM

Official Employee

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2K Messages

@bvkiran

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

 

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

 

Click the "New message" (pencil and paper) icon

 

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 

- An "Xfinity Support" graphic replaces the "To:" line

 

Type your message in the text area near the bottom of the window

 

Press Enter to send it

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2 years ago

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bvkiran

Visitor

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9 Messages

I received a email from XFinity a month ago that read like this - 

An issue with your internet
Schedule a free technician visit

 
Bringing customers like you the ultimate internet experience is our number one priority. To ensure you have a fast, reliable connection, we're proactively monitoring our Xfinity 10G Network.

As a result, we've identified an issue that may affect your internet and video services. A technician will need access to your home to identify the source of the problem and to fix the issue. If this issue is ignored, it could cause problems with your Xfinity service including:
  • Buffering and pixelation when streaming videos, specifically on streaming devices
  • Intermittent internet connection
  • Slow speeds across multiple devices
  • Extended lag time or interruption while online gaming.

    Does this mean XFinity will make a call for free?

2 years ago

0

EG

Expert

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110K Messages

2 years ago

@BruceW 

Sorry Bruce. I didn't see your post when I posted my response...

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EG

Expert

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110K Messages

2 years ago

@bvkiran 

Did you get a chance to try any of those tips that @BruceW gave you ? Or even just start with a modem reboot operation that I suggested ? Also, please post the upstream power level values that I previously requested.

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bvkiran

Visitor

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9 Messages

@EG​ Upstream and downstream after restarting modem and checking connections. I assume the uncorrectables accumulate over time.

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 4 405000000 Hz 4.3 dBmV 38.8 dB 874 1684
2 Locked QAM256 5 411000000 Hz 4.3 dBmV 38.8 dB 554 1008
3 Locked QAM256 6 417000000 Hz 4.1 dBmV 38.7 dB 395 764
4 Locked QAM256 7 423000000 Hz 4.5 dBmV 38.8 dB 668 1306
5 Locked QAM256 8 429000000 Hz 4.5 dBmV 38.8 dB 383 680
6 Locked QAM256 9 435000000 Hz 4.6 dBmV 38.9 dB 461 923
7 Locked QAM256 10 441000000 Hz 4.7 dBmV 38.3 dB 574 1016
8 Locked QAM256 11 447000000 Hz 4.3 dBmV 38.7 dB 333 853
9 Locked QAM256 12 453000000 Hz 4.2 dBmV 35.4 dB 589 873
10 Locked QAM256 13 459000000 Hz 4.3 dBmV 38.6 dB 373 576
11 Locked QAM256 14 465000000 Hz 3.9 dBmV 38.6 dB 474 736
12 Locked QAM256 15 471000000 Hz 4.3 dBmV 38.6 dB 530 1081
13 Locked QAM256 16 477000000 Hz 4.0 dBmV 38.6 dB 347 588
14 Locked QAM256 17 483000000 Hz 4.0 dBmV 38.0 dB 442 707
15 Locked QAM256 18 489000000 Hz 4.2 dBmV 35.1 dB 542 972
16 Locked QAM256 19 495000000 Hz 3.8 dBmV 38.6 dB 583 774

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 10 5120 Ksym/sec 35600000 Hz 51.0 dBmV
2 Locked ATDMA 7 5120 Ksym/sec 16400000 Hz 54.0 dBmV
3 Locked ATDMA 8 5120 Ksym/sec 22800000 Hz 52.8 dBmV
4 Locked ATDMA 9 5120 Ksym/sec 29200000 Hz 51.5 dBmV



2 years ago

0

EG

Expert

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110K Messages

2 years ago

The upstream power is out of spec too. Here's some stuff that you can try that may or may not apply;

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 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.

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 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 !

1

bvkiran

Visitor

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9 Messages

@EG​ Thanks. I looked up the wiring. I see a regular coax running all way from the pole across the street making a run into the attic. It terminates on a female plug and I have another coax leading from the attic into the room and connecting directly to the modem. No splitters along the way. I don't see how things working fine for 6 months suddenly stops because of bad connectors on my side.

2 years ago

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