cwra007's profile

Regular Visitor

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14 Messages

Mon, Nov 23, 2020 4:00 PM

Unstable connection. Been told it's my modem. Need help deciphering Event Log [Updated imgur link]

 Hi there,

 

Having sporadic drop offs in my connection and cannot isolate the issue. Issue started as soon as I moved house 2 months ago.

 

I'm using my own equipment (Arris SB8200 + ASUS RT-AC88U).  I've had 2 technicians come and investigate, but have been left with no clear next steps. First insepcted the wires and said everything looks ok. Second tech looked at the line. Said there was noise with my modem's connection, but not the cable box. Therefore the issue must be with my modem. I've also tried

1 - replacing all my cables (Coax + Cat 5e)

2 - replacing my splitter

3 - replacing my router

4 - using an Xfinity gateway

5 - getting Xfinity support to re-provision my router

6 - reconfiguring my router (turning off autoswitch between 2.4 and 5Ghz, and hardcoding my channels)

 

Nothing has resolved the issue. Not sure what to do next. Here's what I am getting when I look inside the web manager for my modem.

 

Photo Link: https://imgur.com/a/nXHNp8y

 

Connection Status

cwra007_1-1606175628525.png

 

cwra007_0-1606176894988.png

 

cwra007_3-1606175650592.png

 

Event Log

cwra007_1-1606176912908.png

 

cwra007_2-1606176928257.png

 

cwra007_3-1606176939385.png

 

(this last image is kinda funky. For some reason the web manager keeps kicking me out and 192.168.100.1 cannot be reached until I restart the modem)

 

Any suggestions would be helpful. I'm also in the process of ordering both a new ARRIS modem and a replacement Xfinity Gateway to test (as recommended by the 2nd tech), but not expecting that these will solve the issue as replacing the hardware/modem hasn't worked so far and had zero issues at my previous address running the same equipment. 

Responses

Accepted Solution

ComcastChe

Official Employee

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6.1K Messages

7 m ago

Hi @cwra007

We appreciate you for using the Xfinity Forum to get help with your connectivity issues. I'd like to apologize for the inconvenience this may be causing. Since many have transitioned to working from home, and most kids are now doing remote learning, we want to help resolve this issue. I'd be happy to investigate for you. Please send a private message with your full name and service address as it appears on your billing statement. To send a message, click on my name, "ComcastChe," then click send a message.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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EG

Expert

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87K Messages

7 m ago

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.

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.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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14 Messages

7 m ago

Done that 😊 See the oversized link within the post. 

EG

Expert

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87K Messages

7 m ago

The signal stats are o/k but the error log entries indicate 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 will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

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.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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14 Messages

7 m ago

Thank you so much @EG . You're a lifesaver!

EG

Expert

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87K Messages

7 m ago

Quite welcome !

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.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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14 Messages

7 m ago

@ComcastChe - Done 🙂

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