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5 Messages

Thu, Sep 15, 2022 4:32 PM

SB8200 - High number of Uncorrectables / No internet

Ever since around 9PM yesterday, my Arris SB8200 has been acting strange. My Deco system will no longer pull an IP from the ISP or connect to the internet. I have been able to connect 2 out of 4 Windows machines to the internet OK via the Arrius ethernet port / ISP DHCP. I called Comcast support and they pretty much told me I'm on my own since at least one of my devices seems to be able to get internet and my modem seems connected to Comcast OK. I work in IT and do a fair amount of IP troubleshooting, so I feel flummoxed I cannot figure this out. I used the same IP info from a known working device on the Deco system and the non-working Windows machines it still will not connect to the internet. I logged into the cable modem, and it has been throwing errors and shows a high amount of Uncorrectables. No changes on end prompted any of this, it just stopped working yesterday around 9pm.

Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
5 Locked QAM256 507000000 Hz -12.7 dBmV 37.5 dB 0 0
2 Locked QAM256 489000000 Hz -13.0 dBmV 37.2 dB 0 0
3 Locked QAM256 495000000 Hz -19.4 dBmV 31.4 dB 0 0
4 Locked QAM256 501000000 Hz -15.6 dBmV 35.3 dB 0 0
6 Locked QAM256 513000000 Hz -11.9 dBmV 38.2 dB 0 0
7 Locked QAM256 519000000 Hz -13.6 dBmV 36.8 dB 0 0
8 Locked QAM256 525000000 Hz -15.4 dBmV 35.5 dB 0 0
9 Locked QAM256 531000000 Hz -15.2 dBmV 35.7 dB 0 0
10 Locked QAM256 537000000 Hz -16.7 dBmV 33.9 dB 0 0
11 Locked QAM256 543000000 Hz -18.4 dBmV 32.2 dB 0 0
12 Locked QAM256 549000000 Hz -15.0 dBmV 35.8 dB 0 0
13 Locked QAM256 555000000 Hz -17.8 dBmV 32.8 dB 0 0
14 Locked QAM256 561000000 Hz -17.3 dBmV 32.2 dB 0 0
15 Locked QAM256 567000000 Hz -16.4 dBmV 34.0 dB 0 0
16 Locked QAM256 573000000 Hz -15.6 dBmV 35.1 dB 0 0
17 Locked QAM256 579000000 Hz -14.5 dBmV 36.0 dB 0 0
18 Locked QAM256 585000000 Hz -14.6 dBmV 34.5 dB 0 0
19 Locked QAM256 591000000 Hz -19.0 dBmV 30.8 dB 5 0
20 Locked QAM256 597000000 Hz -21.8 dBmV 29.5 dB 1270 0
21 Locked QAM256 603000000 Hz -19.2 dBmV 31.8 dB 1 0
22 Locked QAM256 609000000 Hz -19.9 dBmV 31.1 dB 6 0
23 Locked QAM256 615000000 Hz -27.0 dBmV 0.0 dB 4034 0
24 Not Locked Unknown 621000000 Hz -30.3 dBmV 0.0 dB 0 0
25 Not Locked Unknown 627000000 Hz -29.8 dBmV 0.0 dB 0 0
26 Locked QAM256 633000000 Hz -23.0 dBmV 27.8 dB 487783 4
27 Locked QAM256 639000000 Hz -18.8 dBmV 32.3 dB 0 0
28 Locked QAM256 645000000 Hz -17.1 dBmV 33.9 dB 0 0
29 Locked QAM256 651000000 Hz -18.1 dBmV 32.5 dB 1 0
30 Locked QAM256 657000000 Hz -22.4 dBmV 29.1 dB 7524 0
31 Locked QAM256 663000000 Hz -21.5 dBmV 29.8 dB 387 0
32 Locked QAM256 669000000 Hz -22.0 dBmV 29.3 dB 2210 0
37 Locked Other 690000000 Hz -28.2 dBmV 21.0 dB 48450481 6692053
Date Time Event ID Event Level Description
09/15/2022 11:10 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
09/15/2022 11:10 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XXXX:bb;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
09/15/2022 09:52 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/19/2022 03:19 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxxx CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=0XXXX:69;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXXX:bb;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
07/26/2022 03:04 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"

flatlander3

Problem Solver

 • 

547 Messages

3 months ago

If you look outside, did someone run over the communication pedestal with a truck, or is it under water?  Someone take out a power pole?  Rats chewing on cable?  You got no downstream power.  That's a mess.

Try to trace it through your house from where you screw into the wall, to where the cable comes in from the street.  Splitters won't help.  If it's a clean run, then you really do need an Xfinity tech to come out and check out the signal on THEIR side from where it enters the house.

*Another thought.  If it's apartment life, perhaps someone is trying some old school cable do-it-yourself cable theft.  I'd be surprised if an Xfinity tech is working at 9pm messing with it.  Someone else may be.  Could explain a sudden problem.

(edited)

Visitor

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5 Messages

I live at a house but there is a rather sketch drug house in front of me. The cable theft thing crossed my mind, as well. Oddly enough, I can now connect to internet via my Deco and other devices. I'm gonna get down in the basement this week to check stuff out. I vaguely remember seeing a cable splitter down there.

Thanks for the info! The 1st level Comcast rep refused to escalate my ticket and I am no good at this signal stuff. Knowing the downstream power is bad is very helpful.

zip21222

Contributor

 • 

134 Messages

3 months ago

"I called Comcast support and they pretty much told me I'm on my own since at least one of my devices seems to be able to get internet and my modem seems connected to Comcast OK."

You're getting -30.3 dBmV downstream power, and Comcast says you're 'connected OK'?

I've been watching these boards for a couple years now, and that's a new low, even for a company [Edited: "Inflammatory"]....

(edited)

Visitor

 • 

5 Messages

@zip21222

The offshore tech flat out refused to escalate my ticket. She tried walking me through basic IP troubleshooting, but as soon as she heard that at least one of the Windows devices was able to pull an IP via ethernet to the cable modem, she shut down the call. 

Knowing that the downstream power is bad is very helpful. I am not very well versed with signal processing, to say the least. I've got Internet connectivity back for now. I'm going to troubleshoot more this weekend when I have more time.

Thanks again for the help and perspective. 

(edited)

Visitor

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5 Messages

3 months ago

Oddly enough, now the Deco will pull an IP and has internet connectivity. This is what the channels look like now, in case anyone is curious. Looks like downstream power is still out of spec. You folks have been so helpful. Thanks again. 

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
5 Locked QAM256 507000000 Hz -12.6 dBmV 37.5 dB 0 0
2 Locked QAM256 489000000 Hz -12.8 dBmV 37.4 dB 0 0
3 Locked QAM256 495000000 Hz -19.2 dBmV 31.2 dB 29 0
4 Locked QAM256 501000000 Hz -15.6 dBmV 35.1 dB 0 0
6 Locked QAM256 513000000 Hz -11.8 dBmV 38.0 dB 0 0
7 Locked QAM256 519000000 Hz -13.4 dBmV 36.8 dB 0 0
8 Locked QAM256 525000000 Hz -15.3 dBmV 35.4 dB 1 0
9 Locked QAM256 531000000 Hz -15.2 dBmV 35.6 dB 1 0
10 Locked QAM256 537000000 Hz -16.3 dBmV 34.2 dB 0 0
11 Locked QAM256 543000000 Hz -18.5 dBmV 32.2 dB 4 0
12 Locked QAM256 549000000 Hz -15.0 dBmV 35.7 dB 0 0
13 Locked QAM256 555000000 Hz -17.3 dBmV 33.1 dB 7 0
14 Locked QAM256 561000000 Hz -17.4 dBmV 33.1 dB 11 0
15 Locked QAM256 567000000 Hz -16.3 dBmV 34.1 dB 7 0
16 Locked QAM256 573000000 Hz -15.5 dBmV 35.0 dB 2 0
17 Locked QAM256 579000000 Hz -14.4 dBmV 35.9 dB 0 0
18 Locked QAM256 585000000 Hz -14.3 dBmV 34.7 dB 9 0
19 Locked QAM256 591000000 Hz -18.4 dBmV 31.2 dB 57 0
20 Locked QAM256 597000000 Hz -21.9 dBmV 29.3 dB 153237 0
21 Locked QAM256 603000000 Hz -19.0 dBmV 32.0 dB 11 0
22 Locked QAM256 609000000 Hz -19.4 dBmV 31.5 dB 32 0
23 Not Locked Unknown 615000000 Hz -27.0 dBmV 0.0 dB 445822 0
24 Not Locked Unknown 621000000 Hz -29.7 dBmV 0.0 dB 0 0
25 Not Locked Unknown 627000000 Hz -29.8 dBmV 0.0 dB 0 0
26 Locked QAM256 633000000 Hz -23.1 dBmV 27.7 dB 171713460 2847554
27 Locked QAM256 639000000 Hz -18.8 dBmV 32.2 dB 13 0
28 Locked QAM256 645000000 Hz -17.1 dBmV 33.7 dB 5 0
29 Locked QAM256 651000000 Hz -17.8 dBmV 32.9 dB 5 0
30 Locked QAM256 657000000 Hz -22.2 dBmV 29.2 dB 116005 0
31 Locked QAM256 663000000 Hz -21.4 dBmV 29.9 dB 24318 0
32 Locked QAM256 669000000 Hz -21.8 dBmV 29.4 dB 30649 0
37 Locked Other 690000000 Hz -27.8 dBmV 21.2 dB 2098286300 342179898

(edited)

Official Employee

 • 

319 Messages

Hey, @user_jol15   I will make sure we get this resolved. 

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

 

See https://comca.st/3KQF8q9r for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
EG

Expert

 • 

96.8K Messages

3 months ago

I'll add some possible stuff to check for. YMMV;

In an effort to try to obtain better connectivity, 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 Radio Shack, Home Depot, Target, 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.


Good luck with it !

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