U

Visitor

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15 Messages

Sun, Aug 1, 2021 2:49 AM

Sb8200 Arris almost 3 months and still waiting for a fix

Over 60 hours of calls and chat. 8 home visits from tech team. 3 with the warehouse supervisor. All lines and equipment replaced, check, reset, and test over 2 dozen times. I still have a service that peaks and drops so badly that any streaming service I use can not maintain any constant clarity or play. On 800mgb download 15mgb upload I shouldn't see these kinds of issues. I can drop as low as 100mgb download and jump to 850mgb never giving me a consistent connection. Upload is the same with lows of 147kb to highs of 21mgb. Just constantly up and down like a wave. It seems others in these forums have had similar issues. I had asked that their solution be shared with the Monterey CA team but was told by Comcast to make my own post and that solution would not work as each person's issues would be very different. Seeing as the post shared near identical symptoms I thought any advice could help since we seem to be at a loss to what could be causing this problem. My uncorrectables are 1.5x my correctable on all channels. I have a constant sync failure and time out. As well as a configuration file rejection. Snr and power levels are perfect. They have been tweak by Comcast with Arris requested levels to meet needs. The tech team has been awesome at trying to get this handled but we have ran out of ideas. So any help would be great. 3 months is to long to wait not just for entertainment but it has cost me a job already as well.

Responses

EG

Expert

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89K Messages

2 m 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.

Visitor

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15 Messages

@EG

Startup Procedure Procedure Status Comment Acquire Downstream Channel 507000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK Security Enabled BPI+ DOCSIS Network Access Enabled Allowed Downstream Bonded Channels Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables 20 Locked QAM256 507000000 Hz 3.2 dBmV 43.7 dB 0 0 17 Locked QAM256 483000000 Hz 3.4 dBmV 43.9 dB 0 0 18 Locked QAM256 489000000 Hz 3.4 dBmV 43.9 dB 0 0 19 Locked QAM256 495000000 Hz 3.5 dBmV 43.5 dB 0 0 21 Locked QAM256 513000000 Hz 3.0 dBmV 43.7 dB 0 0 22 Locked QAM256 519000000 Hz 3.4 dBmV 43.7 dB 0 0 23 Locked QAM256 525000000 Hz 3.2 dBmV 43.4 dB 0 0 24 Locked QAM256 531000000 Hz 3.7 dBmV 43.7 dB 0 0 25 Locked QAM256 543000000 Hz 3.7 dBmV 43.7 dB 0 0 26 Locked QAM256 549000000 Hz 3.6 dBmV 43.4 dB 0 0 27 Locked QAM256 555000000 Hz 3.4 dBmV 43.4 dB 0 0 28 Locked QAM256 561000000 Hz 3.4 dBmV 43.2 dB 0 0 29 Locked QAM256 567000000 Hz 3.1 dBmV 43.3 dB 0 0 30 Locked QAM256 573000000 Hz 3.1 dBmV 43.3 dB 0 0 31 Locked QAM256 579000000 Hz 2.8 dBmV 43.0 dB 0 0 32 Locked QAM256 585000000 Hz 3.0 dBmV 43.0 dB 0 0 33 Locked QAM256 591000000 Hz 2.7 dBmV 43.0 dB 0 0 34 Locked QAM256 597000000 Hz 2.8 dBmV 43.2 dB 0 0 35 Locked QAM256 603000000 Hz 2.7 dBmV 42.9 dB 0 0 36 Locked QAM256 609000000 Hz 2.8 dBmV 42.9 dB 0 0 37 Locked QAM256 615000000 Hz 2.4 dBmV 42.7 dB 0 0 38 Locked QAM256 621000000 Hz 2.8 dBmV 42.8 dB 0 0 39 Locked QAM256 627000000 Hz 3.1 dBmV 42.8 dB 0 0 40 Locked QAM256 633000000 Hz 3.1 dBmV 43.0 dB 0 0 41 Locked QAM256 639000000 Hz 3.1 dBmV 42.9 dB 0 0 42 Locked QAM256 645000000 Hz 3.1 dBmV 43.1 dB 0 0 43 Locked QAM256 651000000 Hz 2.7 dBmV 42.6 dB 0 0 44 Locked QAM256 657000000 Hz 2.3 dBmV 42.5 dB 0 0 45 Locked QAM256 663000000 Hz 1.9 dBmV 42.3 dB 0 0 46 Locked QAM256 669000000 Hz 1.3 dBmV 42.2 dB 0 0 47 Locked QAM256 675000000 Hz 0.9 dBmV 41.6 dB 0 0 48 Locked Other 850000000 Hz 1.9 dBmV 39.8 dB 59451309 0 Upstream Bonded Channels Channel Channel ID Lock Status US Channel Type Frequency Width Power 1 1 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 46.0 dBmV 2 2 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 45.0 dBmV 3 3 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 44.0 dBmV 4 4 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 44.0 dBmV 5 5 Locked SC-QAM Upstream 39600000 Hz 1600000 Hz 41.0 dBmV
 
EG

Expert

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89K Messages

Tough to read. Can it be formatted better please ?

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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