I installed a new SB8200 modem a few weeks ago. From the first day it showed two channels with issues. One says locked to OTHER modulation. The other says NOT LOCKED with a frequency of 0 hz. Speed tests are fine and everything works fine.
I called Xfinity support and the lady told me the problem was with my 5ghz Wireless signal...I think she may be wrong (no...she is very wrong), so I politely left the call. Next stop was Arris and they said the modem was fine, it was the provisioning that was wrong. So I called Xfinity again and told them that, and the answer was they cannot reprovision since I owned the equipment.
Today I saw this error message ...
|02/07/2020 15:10||74010100||6||"CM-STATUS message sent. Event Type Code: 22; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:09:5c:01;CMTS-MAC=00:01:5c:79:16:55;CM-QOS=1.1;CM-VER=3.1;"|
"CM-STATUS message sent. Event Type Code: 20; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=14:c0:3e:09:5c:01;CMTS-MAC=00:01:5c:79:16:55;CM-QOS=1.1;CM-VER=3.1;"
The Cable Labs tech doc says this is exactly the problem being reported to Xfinity that I see. There is nothing wrong with the modem, I can't reprovision it (according to Xfinity) because I own the equipment, and we have the message. Sounds like a case of you cant pay the rent-you must pay the rent. Can anyone help me resolve this
The lady was wrong.....
Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
The two channels are 25 and 26. Power levels look in the "normal range". This is a long set up numbers coming, but I wanted to put everything up. Like I mentioned earlier, everything is working OK and speed is fine. Arris Customer service looked at this and said its a provisioning problem but I can't find the right person to talk to apparently. Thanks for confirming the lady was wrong...felt it.
|Channel ID||Lock Status||Modulation||Frequency||Power||SNR/MER||Corrected||Uncorrectables|
|32||Locked||QAM256||681000000 Hz||-9.3 dBmV||38.7 dB||3||0|
|2||Locked||QAM256||501000000 Hz||-3.7 dBmV||42.6 dB||0||0|
|3||Locked||QAM256||507000000 Hz||-3.5 dBmV||42.6 dB||95||473|
|4||Locked||QAM256||513000000 Hz||-3.5 dBmV||42.7 dB||0||0|
|5||Locked||QAM256||519000000 Hz||-3.8 dBmV||42.5 dB||0||0|
|6||Locked||QAM256||525000000 Hz||-3.9 dBmV||42.3 dB||0||0|
|7||Locked||QAM256||531000000 Hz||-3.9 dBmV||42.2 dB||0||0|
|8||Locked||QAM256||537000000 Hz||-4.2 dBmV||42.2 dB||0||0|
|9||Locked||QAM256||543000000 Hz||-4.2 dBmV||42.1 dB||0||0|
|10||Locked||QAM256||555000000 Hz||-4.8 dBmV||41.9 dB||0||0|
|11||Locked||QAM256||561000000 Hz||-4.7 dBmV||42.0 dB||0||0|
|12||Locked||QAM256||567000000 Hz||-5.3 dBmV||41.7 dB||0||0|
|13||Locked||QAM256||573000000 Hz||-5.3 dBmV||41.7 dB||0||0|
|14||Locked||QAM256||579000000 Hz||-5.7 dBmV||41.3 dB||0||0|
|15||Locked||QAM256||585000000 Hz||-6.0 dBmV||41.2 dB||0||0|
|16||Locked||QAM256||591000000 Hz||-6.3 dBmV||41.0 dB||0||0|
|17||Locked||QAM256||597000000 Hz||-6.1 dBmV||41.0 dB||0||0|
|18||Locked||QAM256||603000000 Hz||-5.9 dBmV||41.2 dB||0||0|
|19||Locked||QAM256||609000000 Hz||-6.6 dBmV||40.8 dB||0||0|
|20||Locked||QAM256||615000000 Hz||-6.4 dBmV||40.9 dB||0||0|
|21||Locked||QAM256||621000000 Hz||-6.7 dBmV||40.6 dB||0||0|
|22||Locked||QAM256||627000000 Hz||-7.0 dBmV||40.3 dB||0||0|
|23||Locked||QAM256||633000000 Hz||-6.9 dBmV||40.4 dB||0||0|
|24||Locked||QAM256||639000000 Hz||-7.5 dBmV||40.0 dB||0||0|
|25||Locked||Other||693000000 Hz||-8.9 dBmV||37.0 dB||315990||195|
|26||Not Locked||QAM256||0 Hz||0.0 dBmV||40.1 dB||0||0|
|27||Locked||QAM256||645000000 Hz||-7.5 dBmV||39.6 dB||0||0|
|28||Locked||QAM256||651000000 Hz||-8.3 dBmV||39.7 dB||0||0|
|29||Locked||QAM256||657000000 Hz||-8.1 dBmV||39.4 dB||1||0|
|30||Locked||QAM256||663000000 Hz||-8.4 dBmV||38.9 dB||1||0|
|31||Locked||QAM256||669000000 Hz||-9.0 dBmV||37.6 dB||2||0|
|Upstream Bonded Channels|
|Channel||Channel ID||Lock Status||US Channel Type||Frequency||Width||Power|
|1||10||Locked||SC-QAM Upstream||30100000 Hz||6400000 Hz||47.0 dBmV|
|2||9||Locked||SC-QAM Upstream||36500000 Hz||6400000 Hz||46.0 dBmV|
|3||11||Locked||SC-QAM Upstream||23700000 Hz||6400000 Hz||48.0 dBmV|
|4||12||Locked||SC-QAM Upstream||17300000 Hz||6400000 Hz||48.0 dBmV|
The downstream stream power is on the low / weak side on some of the channels and it may be intermittently fluctuating even lower to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, 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.
The power levels can not be fixed remotely by a phone rep anyway. It takes a boots on the ground approach. Good luck with it ! Please post back with how things turn out.