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Arris SB8200 intermittent connectivity issues - Please Help

Frequent Visitor

Arris SB8200 intermittent connectivity issues - Please Help

Please help, I am having this really annoying issue where my internet drops for anywhere from 10 to 30 minutes every day duing the busy afternoon/evening time.

 

Usually the modem reconnects after self restarting and everything starts working again.

 

Looks like it loses the sync, and drops the connection?

 

 

 

6-10-2018, 18:56:2 Critical(3) "16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=3c:04:61:ff:3b:25;CMTS-MAC=00:01:5c:6d:b4:55;CM-QOS=1.1;CM-VER=3.1;"
6-10-2018, 18:56:2 Critical(3) "Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=3c:04:61:ff:3b:25;CMTS-MAC=00:01:5c:6d:b4:55;CM-QOS=1.1;CM-VER=3.1;"
6-10-2018, 18:56:2 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=3c:04:61:ff:3b:25;CMTS-MAC=00:01:5c:6d:b4:55;CM-QOS=1.1;CM-VER=3.1;"
6-10-2018, 18:55:33 Critical(3) "16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=3c:04:61:ff:3b:25;CMTS-MAC=00:01:5c:6d:b4:55;CM-QOS=1.1;CM-VER=3.1;"
6-10-2018, 18:55:33 Critical(3) "Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=3c:04:61:ff:3b:25;CMTS-MAC=00:01:5c:6d:b4:55;CM-QOS=1.1;CM-VER=3.1;"
6-10-2018, 18:55:33 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=3c:04:61:ff:3b:25;CMTS-MAC=00:01:5c:6d:b4:55;CM-QOS=1.1;CM-VER=3.1;"
6-10-2018, 18:55:22 Warning(5) "MDD message timeout;CM-MAC=3c:04:61:ff:3b:25;CMTS-MAC=00:01:5c:6d:b4:55;CM-QOS=1.1;CM-VER=3.1;"
6-10-2018, 18:55:21 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=3c:04:61:ff:3b:25;CMTS-MAC=00:01:5c:6d:b4:55;CM-QOS=1.1;CM-VER=3.1;"
6-10-2018, 18:53:55 Warning(5) "MDD message timeout;CM-MAC=3c:04:61:ff:3b:25;CMTS-MAC=00:01:5c:6d:b4:55;CM-QOS=1.1;CM-VER=3.1;"
6-10-2018, 16:30:16 Notice(6) "Honoring MDD; IP provisioning mode = IPv6"

 

 

 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 681000000 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
31 Locked QAM256 681000000 Hz -9.2 dBmV 37.5 dB 2427 2037
1 Locked QAM256 495000000 Hz -7.7 dBmV 38.1 dB 0 0
2 Locked QAM256 507000000 Hz -7.8 dBmV 38.2 dB 0 0
3 Locked QAM256 513000000 Hz -7.9 dBmV 38.2 dB 7 0
4 Locked QAM256 519000000 Hz -7.9 dBmV 38.3 dB 0 0
5 Locked QAM256 525000000 Hz -8.0 dBmV 38.4 dB 31 0
6 Locked QAM256 531000000 Hz -8.0 dBmV 38.3 dB 132 0
7 Locked QAM256 537000000 Hz -8.0 dBmV 38.4 dB 353 44
8 Locked QAM256 543000000 Hz -8.2 dBmV 38.2 dB 698 265
9 Locked QAM256 549000000 Hz -8.1 dBmV 38.2 dB 1668 1274
10 Locked QAM256 555000000 Hz -8.0 dBmV 38.4 dB 4607 6232
11 Locked QAM256 561000000 Hz -8.4 dBmV 38.2 dB 24594 41911
12 Locked QAM256 567000000 Hz -8.8 dBmV 37.8 dB 55346 153545
13 Locked QAM256 573000000 Hz -9.3 dBmV 37.5 dB 71065 221219
14 Locked QAM256 579000000 Hz -9.5 dBmV 37.4 dB 95201 310523
15 Locked QAM256 585000000 Hz -9.3 dBmV 37.6 dB 159978 533387
16 Locked QAM256 591000000 Hz -8.5 dBmV 38.0 dB 71670 242123
17 Locked QAM256 597000000 Hz -8.4 dBmV 37.9 dB 154296 475922
18 Locked QAM256 603000000 Hz -8.7 dBmV 37.8 dB 134743 379045
19 Locked QAM256 609000000 Hz -8.9 dBmV 37.7 dB 136644 384212
20 Locked QAM256 615000000 Hz -8.7 dBmV 37.9 dB 155795 456462
21 Locked QAM256 621000000 Hz -8.4 dBmV 38.0 dB 213181 632355
22 Locked QAM256 627000000 Hz -8.3 dBmV 38.1 dB 288587 848181
23 Locked QAM256 633000000 Hz -8.4 dBmV 38.0 dB 369710 1232913
24 Locked QAM256 639000000 Hz -8.6 dBmV 37.8 dB 357726 1230645
25 Locked QAM256 645000000 Hz -8.5 dBmV 37.9 dB 265991 917158
26 Locked QAM256 651000000 Hz -8.7 dBmV 37.8 dB 244643 827957
27 Locked QAM256 657000000 Hz -8.7 dBmV 37.9 dB 199702 652650
28 Locked QAM256 663000000 Hz -8.7 dBmV 37.7 dB 182102 566185
29 Locked QAM256 669000000 Hz -8.8 dBmV 37.6 dB 136094 409549
30 Locked QAM256 675000000 Hz -9.0 dBmV 37.3 dB 182279 590126
33 Locked Other 813000000 Hz -10.6 dBmV 33.0 dB 10320 0

 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM 17300000 Hz 6400000 Hz 42.5 dBmV
2 2 Locked SC-QAM 23700000 Hz 6400000 Hz 43.0 dBmV
3 3 Locked SC-QAM 30300000 Hz 6400000 Hz 44.3 dBmV
4 4 Locked SC-QAM 36700000 Hz 6400000 Hz 44.5 dBmV
Diamond Problem Solver

Re: Arris SB8200 intermittent connectivity issues - Please Help

The downstream power is borderline / weak and may be intermittently fluctuating even lower out of spec. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

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.


Expert

Re: Arris SB8200 intermittent connectivity issues - Please Help

Hi @ApnaMH,

I've asked a Comcast employee to help you. You should expect a reply in this thread. 

See the troubleshooting guide if you would like to do some troubleshooting on your own. 


I am not a Comcast employee, just a moderator. Pls observe Wheaton's Law.
Official Employee

Re: Arris SB8200 intermittent connectivity issues - Please Help

Hello ApnaMH, I am more than happy to assist you with getting your connection issue taken care of. In order to better assist you I will need to perform a series of health checks for your equipment and signal levels on my end. Can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me"?

Frequent Visitor

Re: Arris SB8200 intermittent connectivity issues - Please Help

Hello Amir,

 

Just sent you a private message with requested information. Thank you for your help and support.

 

Best,

ApnaMH

Frequent Visitor

Re: Arris SB8200 intermittent connectivity issues - Please Help

Thank you  Connection Expert for the detailed and helpful instructions.

Official Employee

Re: Arris SB8200 intermittent connectivity issues - Please Help

 

@ApnaMH wrote: Hello Amir,

Just sent you a private message with requested information. Thank you for your help and support.

Best,

ApnaMH

 

I replied to your PM, please reach back out to me there and we can get this taken care of for you. 

Frequent Visitor

Re: Arris SB8200 intermittent connectivity issues - Please Help

Just replied back to your PM. Thanks.

Frequent Visitor

Re: Arris SB8200 intermittent connectivity issues - Please Help

Hi @Thank you so much for your help.

Official Employee

Re: Arris SB8200 intermittent connectivity issues - Please Help

ApnaMH wrote: Just wanted to let you know that we haven't experienced any disconnects during the last days. The connection is holding up well. Getting our dedicated line instead of a split seems to have resolved the issue.
 
Hopefully I can contact you if in case any new issue arises in future. We really appreciate all you help and support.

 

You're welcome, I am glad that we were able to get this resolved. Have a good day.