Arris 6183 and dropped connections

[balanfamily]

I have been having intermittent drop of service lately with my home internet service.  Checked all connections and tried modem reboots.  The other day, I tried switching to a newer modem (Motorola 1900), but we still had some disconnects, so I reinstalled and activated the old modem (Arris 6183).  After an afternoon of no problems, could not get the modem to a working state (no connection to Comcast).  This morning it worked after a reboot (power cycle), but still only getting 1 of 4 upstream channels, which has been the case for awhile now.  Checked the power and SNL levels and all seem to be in the acceptable range (if I can figure out how to post or attach, I will).  Anyway a scan of the forms shows I am not the only one with connection issues, so I'm hoping to get some advice.  I haven't called Comcast yet, but anticipate a "looks good from our end" response.  Thanks.

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	QAM256	21	591000000 Hz	7.8 dBmV	38.8 dB	0	0
2	Locked	QAM256	25	615000000 Hz	7.8 dBmV	38.6 dB	0	0
3	Locked	QAM256	22	597000000 Hz	7.9 dBmV	38.8 dB	0	0
4	Locked	QAM256	23	603000000 Hz	7.8 dBmV	38.8 dB	0	0
5	Locked	QAM256	24	609000000 Hz	8.2 dBmV	38.7 dB	0	0
6	Locked	QAM256	26	621000000 Hz	8.3 dBmV	38.6 dB	0	0
7	Locked	QAM256	27	627000000 Hz	7.7 dBmV	38.4 dB	1	0
8	Locked	QAM256	28	633000000 Hz	7.7 dBmV	38.5 dB	0	0
9	Locked	QAM256	29	639000000 Hz	8.2 dBmV	38.6 dB	0	0
10	Locked	QAM256	30	645000000 Hz	7.8 dBmV	38.4 dB	1	0
11	Locked	QAM256	31	651000000 Hz	8.3 dBmV	38.5 dB	0	0
12	Locked	QAM256	32	657000000 Hz	8.0 dBmV	38.5 dB	1	0
13	Locked	QAM256	33	663000000 Hz	8.5 dBmV	38.6 dB	0	0
14	Locked	QAM256	34	669000000 Hz	8.4 dBmV	38.6 dB	0	0
15	Locked	QAM256	35	675000000 Hz	8.8 dBmV	38.6 dB	0	0
16	Locked	QAM256	36	681000000 Hz	8.5 dBmV	38.4 dB	2	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	2	5120 Ksym/sec	23700000 Hz	55.5 dBmV

[EG]

The upstream power is too high / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, 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 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

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.

[balanfamily]

Thanks.  I initially looked at the acceptable power levels from an Arris support doc, but saw the other numbers from the pinned forum post after I submitted this.  I will double check the connections/splitters.

[balanfamily]

Ok, I removed the splitter (Genesis II 4-way splitter) and connected the modem directly to the Home Run cable coming into the house.  I now get 4 upstream channels bonded and here are my numbers:

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	QAM256	25	615000000 Hz	15.8 dBmV	38.6 dB	0	0
2	Locked	QAM256	21	591000000 Hz	15.8 dBmV	38.8 dB	0	0
3	Locked	QAM256	22	597000000 Hz	15.8 dBmV	38.8 dB	0	0
4	Locked	QAM256	23	603000000 Hz	15.9 dBmV	38.8 dB	0	0
5	Locked	QAM256	24	609000000 Hz	15.9 dBmV	38.7 dB	0	0
6	Locked	QAM256	26	621000000 Hz	16.1 dBmV	38.6 dB	0	0
7	Locked	QAM256	27	627000000 Hz	15.7 dBmV	38.5 dB	0	0
8	Locked	QAM256	28	633000000 Hz	15.7 dBmV	38.5 dB	0	0
9	Locked	QAM256	29	639000000 Hz	16.3 dBmV	38.7 dB	0	0
10	Locked	QAM256	30	645000000 Hz	16.0 dBmV	38.5 dB	0	0
11	Locked	QAM256	31	651000000 Hz	16.4 dBmV	38.5 dB	0	0
12	Locked	QAM256	32	657000000 Hz	16.3 dBmV	38.6 dB	0	0
13	Locked	QAM256	33	663000000 Hz	16.4 dBmV	38.6 dB	0	0
14	Locked	QAM256	34	669000000 Hz	16.6 dBmV	38.6 dB	0	0
15	Locked	QAM256	35	675000000 Hz	16.9 dBmV	38.5 dB	1	0
16	Locked	QAM256	36	681000000 Hz	16.6 dBmV	38.4 dB	2	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	2	5120 Ksym/sec	23700000 Hz	48.0 dBmV
2	Locked	ATDMA	1	5120 Ksym/sec	17300000 Hz	50.5 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	30100000 Hz	46.0 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	36500000 Hz	44.5 dBmV

[balanfamily]

It looks like my DS power levels are too high now, but is that because I removed the splitter completely?  Also, my US power still seems to be on the high end.  I guess my next step will be to reconnect the splitter, but only connect the modem to it and see what I get.  I don't have another splitter to try.

[balanfamily]

I reattached the 4-way splitter, but only connected two outputs (one for the modem and one for the Silicon Dust HD cable card box).  Looks like the DS power is back within range, as well as the US power.  The previous two cable outputs were not going to an outlet that I was actively using, so that is ok.  Maybe disconnecting and reconnecting the coax cables also helped.  Time will tell, but so far it looks better.

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	QAM256	25	615000000 Hz	8.7 dBmV	38.6 dB	0	0
2	Locked	QAM256	21	591000000 Hz	8.7 dBmV	38.8 dB	0	0
3	Locked	QAM256	22	597000000 Hz	8.5 dBmV	38.8 dB	0	0
4	Locked	QAM256	23	603000000 Hz	8.5 dBmV	38.8 dB	0	0
5	Locked	QAM256	24	609000000 Hz	8.6 dBmV	38.7 dB	0	0
6	Locked	QAM256	26	621000000 Hz	8.8 dBmV	38.7 dB	0	0
7	Locked	QAM256	27	627000000 Hz	8.4 dBmV	38.6 dB	1	0
8	Locked	QAM256	28	633000000 Hz	8.5 dBmV	38.6 dB	0	0
9	Locked	QAM256	29	639000000 Hz	8.9 dBmV	38.8 dB	0	0
10	Locked	QAM256	30	645000000 Hz	8.6 dBmV	38.6 dB	1	0
11	Locked	QAM256	31	651000000 Hz	8.9 dBmV	38.6 dB	1	0
12	Locked	QAM256	32	657000000 Hz	8.8 dBmV	38.6 dB	0	0
13	Locked	QAM256	33	663000000 Hz	8.8 dBmV	38.7 dB	2	0
14	Locked	QAM256	34	669000000 Hz	9.0 dBmV	38.8 dB	0	0
15	Locked	QAM256	35	675000000 Hz	9.5 dBmV	38.8 dB	1	0
16	Locked	QAM256	36	681000000 Hz	9.2 dBmV	38.6 dB	3	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	2	5120 Ksym/sec	23700000 Hz	43.8 dBmV
2	Locked	ATDMA	1	5120 Ksym/sec	17300000 Hz	43.8 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	30100000 Hz	43.8 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	36500000 Hz	43.8 dBmV

[EG]

Looks o/k now. In the future, keep your eye on that upstream power to see if it starts creeping up again. If it does, it may be best to get a tech out to investigate.

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck !