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Wednesday, May 22nd, 2024 9:47 AM

Xfinity ARRIS SB8200 Connection Issues

Hello,

I have had two techs out to my residence (the first didn't know anything about modem requirements) and to be honest Xfinity needs to do a better job of not just saying hey it's 32+ DB on upstream SNR it's good!  My Arris SB8200 was on the approved list, it still works fine, THIS I DO NOT THINK IS A MODEM ISSUE AT ALL....  I believe there is an issue beyond my premise at the poll in my yard (reason I say that the latest tech was AMAZING!) he installed a new line no questions asked from inside the home through the basement, outside the home, all the way to the telephone poll where it drops to.....  Prior to doing so the power levels on the upstream bonded channels were OUT OF RANGE (EVEN THOUGH COMCAST SAYS IT'S GOOD IT DOESN'T MEAN IT IS).  XFINITY sets their own power level standards and TYPICALLY you guys are WAY under what most modem manufacturers call for.  For example speaking to Arris support on this SB8200, they said power levels should be 45-50 dbmv.  

That being said, outside after [Edited: "Guideline Violation"] the maintenance supervisor (that the tech called because he was going to try to not do anything at first and tell me the levels were good).  My brother luckily is a Network Engineer for 10-15 years working for two large telecommunications companies.  So, as he told the maintenance guy, not your average home your walking into and thinking you're going to [Edited: "Guideline Violation"].....  After my brother got [Edited: "Guideline Violation"] with the manager and told him this, he told his tech to install a 4-way splitter outside the home, which he did.....   That being said, it brought the power levels just about 44-46 depending on the channel.  Since then I haven't seen the following in the modem log:  

05/13/2024 20:30 85000200 3 "UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 85000200 3 "UCD invalid or channel unusable;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;"
05/13/2024 20:17 85000200 3 "UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 85000200 3 "UCD invalid or channel unusable;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;"
05/13/2024 10:26 85000200 3 "UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/13/2024 10:26 85000200 3 "UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/13/2024 10:25 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/13/2024 10:25 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/13/2024 10:22 85000200 3 "UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/13/2024 10:22 85000200 3 "UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/13/2024 10:22 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;"

Prior to this 4-way splitter being installed and that new line being ran, the modem would lose internet connectivity 1-2 times a day, I would have to physically unplug everything, and then plug it back in and the internet would restore.  That being said the 4-way splitter appears to have thrown the download power out of range....  Even a supervisor from Comcast contacted my brother and told him the same thing (yet didn't say anything about what should be done to put both Download and Upload bonded channels in line per Arris Support for the modem).  The only thing he did say was we aren't getting our entire upload speed we are paying for so he "recommended" upgrading the modem.  The issue there is why upgrade for a tiny bit more upload speed?  Why pay $150-350 since there are only like TWO approved modems (one of which is still an Arris SB33) so same power specs I believe are required from them.  The other is a $350 netgear modem.  I'm not buying a new modem if it isn't bad.....  I get my full or close to full download speed pretty consistently therefore no reason to upgrade it.  Below are the power levels currently as of 5/22/24 @ 5:38 am:

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
4 Locked QAM256 471000000 Hz -8.5 dBmV 41.8 dB 42 0
1 Locked QAM256 453000000 Hz -8.6 dBmV 41.9 dB 7 0
2 Locked QAM256 459000000 Hz -8.5 dBmV 41.6 dB 55 0
3 Locked QAM256 465000000 Hz -8.5 dBmV 41.9 dB 67 0
5 Locked QAM256 477000000 Hz -8.4 dBmV 41.7 dB 9 0
6 Locked QAM256 483000000 Hz -8.4 dBmV 41.7 dB 8 0
7 Locked QAM256 489000000 Hz -8.4 dBmV 41.6 dB 4 0
8 Locked QAM256 495000000 Hz -8.3 dBmV 41.6 dB 4 0
9 Locked QAM256 501000000 Hz -8.4 dBmV 41.4 dB 13 0
10 Locked QAM256 507000000 Hz -8.4 dBmV 41.2 dB 12 0
11 Locked QAM256 513000000 Hz -8.6 dBmV 41.2 dB 14 0
12 Locked QAM256 519000000 Hz -8.6 dBmV 41.3 dB 12 0
13 Locked QAM256 525000000 Hz -8.8 dBmV 40.0 dB 896 3291
14 Locked QAM256 531000000 Hz -8.9 dBmV 41.0 dB 7721 20797
15 Locked QAM256 537000000 Hz -9.2 dBmV 40.6 dB 353 28
16 Locked QAM256 543000000 Hz -9.3 dBmV 40.7 dB 59 0
17 Locked QAM256 549000000 Hz -9.6 dBmV 40.7 dB 13 0
18 Locked QAM256 555000000 Hz -9.7 dBmV 40.6 dB 4 0
19 Locked QAM256 561000000 Hz -9.9 dBmV 39.5 dB 5670 15210
20 Locked QAM256 567000000 Hz -10.0 dBmV 40.1 dB 1249 700
21 Locked QAM256 573000000 Hz -10.3 dBmV 40.0 dB 21 24
22 Locked QAM256 579000000 Hz -10.2 dBmV 40.3 dB 33 0
23 Locked QAM256 585000000 Hz -10.5 dBmV 40.1 dB 1 0
24 Locked QAM256 591000000 Hz -10.4 dBmV 39.7 dB 1 0
25 Locked QAM256 597000000 Hz -10.6 dBmV 39.8 dB 1 0
26 Locked QAM256 603000000 Hz -10.6 dBmV 39.7 dB 1 0
27 Locked QAM256 609000000 Hz -10.8 dBmV 39.6 dB 3 0
28 Locked QAM256 615000000 Hz -10.6 dBmV 39.3 dB 1 0
29 Locked QAM256 621000000 Hz -10.9 dBmV 39.1 dB 2 0
30 Locked QAM256 627000000 Hz -11.0 dBmV 39.1 dB 2 0
31 Locked QAM256 633000000 Hz -11.1 dBmV 39.0 dB 2 0
32 Locked QAM256 639000000 Hz -11.1 dBmV 38.8 dB 1 0
193 Locked Other 957000000 Hz -16.6 dBmV 31.0 dB 1562961850 526658227
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 44.0 dBmV
2 2 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 44.0 dBmV
3 3 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 45.0 dBmV
4 4 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 46.0 dBmV


Can someone take a look here and see what you recommend?  My brother is thinking they should have probably put a 2-way splitter on instead of a 4-way.  He recommended to the tech and the maintenance guy they put an amplifier on the line instead (But the tech and maintenance guy said there already is one installed).....   But what I do still see when my brother checks the modem log is the following:
05/21/2024 09:07 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;"
05/20/2024 19:52 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/20/2024 08:01 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;"

What I will say after spending HOURS on the phone, chewing people out, him chewing people out, two techs (seeing also these same issues exist with the SB33), what can I do from here?  Do you guys on the forum have a way of helping escalate this to higher up because I'm tired of getting [Edited: "Guideline Violation"] canned scripts from tech's telling me to reset my modem blah blah blah.....  I want this fixed, and my brother believes, that if they get the upstream to stick where it is now 44-46 dbmv, and bring down the power levels of download within specs (see above), the internet should be good, UNLESS like mentioned there's some issue comcast has on the back side of that demarc point on the poll to terminate my connection.  All connectors in the box and cables have also been replaced (SUPPOSEDLY BY FIRST TECH OUT HERE).  Second tech replaced the rest of the line from inside the house to the poll and installed the 4-way splitter like I said.  What I will say is even though (NOT YET) the power levels are a little out of range on download, I haven't had to reset my modem.  But, I don't want any other intermittent issues to start because 2 people here work from home, use this internet every single day, M-F 6-5:30pmish, and we need stable internet to DO OUR JOBS AND GET PAID AND NOT FIRED.  Can you please help?

[Edited: Due to Language] 

3 Messages

24 days ago

It be sweet if someone from here that viewed this thing (11) people could actually help out?

3 Messages

23 days ago

Today modem log:

Date Time Event ID Event Level Description
05/23/2024 13:16 74010100 6 "CM-STATUS message sent. Event Type Code: 22; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 13:14 74010100 6 "CM-STATUS message sent. Event Type Code: 20; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 13:13 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 13:13 85000200 3 "UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 13:13 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 13:13 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];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 85000200 3 "UCD invalid or channel unusable;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;"
05/23/2024 11:57 85000200 3 "UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 11:57 85000200 3 "UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 11:57 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;"
05/23/2024 11:52 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 11:52 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 11:52 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 11:52 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 11:51 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 11:51 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 11:51 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:c0:3e:02:46:c9;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 11:51 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 11:51 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
05/23/2024 00:01 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;"

(edited)

Official Employee

 • 

3.9K Messages

Hello, sm1989! Thanks for reaching out to us on the forums! I apologize to hear of the issues you have been having with your internet services. We work from home ourselves and understand the importance of a reliable connection. Can you let us know what you are getting for an upload speed at this time? Also, has there been any more disconnect since that last tech placed that 4-way splitter on the line?

 

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