Visitor
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2 Messages
SB6190 Error Log Reading
I have been experiencing ongoing issues with disconnecting or severe lagging. I notice daily that while watching my living room tv on hulu or HBO the video goes pixelated to clear many times all night. I've also noticed that my everything loads slower or not at all. I have checked the wires behind the between the modem and router. I even swapped the router but sane issue. I am curious if anyone is available to read my Aris sb6190 event logs and other aspects.
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BruceW
Gold Problem Solver
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26.2K Messages
2 years ago
Several channels around 633MHz have borderline or out of spec SNR (too low) and high uncorrectable error counts. These are most often network connection problems 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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XfinityRay
Official Employee
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2.5K Messages
2 years ago
Good evening, @user_7aa7f5. Thanks for reaching out about the internet service. We don't want it working like that and are glad to get to the bottom of this. @BruceW is spot on with their reading of this situation. Did you want to try troubleshooting with the steps provided in the link above or do you prefer to have our team take a look and/or get a visit set up?
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