I have a Arris SB6190, with the following version: HW=3: SW =9.1.103AA65L. I have been intermittant very slow data downloads using Xfinity Speed Test. After resetting the modem (power-off) and logging into the modems web view, there are no uncorrectable errors and the signal levels are between 4.9dBmv and 9.1dBmv and the download speed is as predicted (about 300-325mbps). After about a few hours, the speed deteriorates, there is about 35,000-72,000 uncorrfectable errors for each of 32 channels and the signal levels or some of the channels are -1.42dBmv. Is this a faulty modem or line or other?
It's more likely to be an intermittent line / signal / connection quality problem. Please also post the upstream power level and the SNR figures. Can you please post screenshots of all of the modems signal stat values both when they are good and not good .
This is the best of could do. it shows a bad run. A good run is about the same, but with zero Corrected and Uncorrectables
|Downstream Bonded Channels|
|Channel||Lock Status||Modulation||Channel ID||Frequency||Power||SNR||Corrected||Uncorrectables|
|1||Locked||256QAM||15||585.00 MHz||5.00 dBmV||40.37 dB||174762||2827580|
|2||Locked||256QAM||1||495.00 MHz||4.20 dBmV||40.37 dB||159560||2737944|
|3||Locked||256QAM||2||501.00 MHz||3.80 dBmV||40.95 dB||161099||2743373|
|4||Locked||256QAM||3||507.00 MHz||3.60 dBmV||40.37 dB||160289||2731856|
|5||Locked||256QAM||4||513.00 MHz||3.60 dBmV||40.95 dB||162095||2717170|
|6||Locked||256QAM||5||519.00 MHz||3.60 dBmV||40.37 dB||163442||2806488|
|7||Locked||256QAM||6||525.00 MHz||3.70 dBmV||40.37 dB||160387||2724858|
|8||Locked||256QAM||7||531.00 MHz||3.80 dBmV||40.95 dB||157822||2731051|
|9||Locked||256QAM||8||537.00 MHz||4.00 dBmV||40.37 dB||160296||2723474|
|10||Locked||256QAM||9||543.00 MHz||4.30 dBmV||40.95 dB||168587||2726577|
|11||Locked||256QAM||10||549.00 MHz||4.90 dBmV||40.95 dB||175691||2670215|
|12||Locked||256QAM||11||561.00 MHz||5.90 dBmV||40.37 dB||185060||2774767|
|13||Locked||256QAM||12||567.00 MHz||6.50 dBmV||40.95 dB||164570||2831644|
|14||Locked||256QAM||13||573.00 MHz||6.20 dBmV||40.37 dB||158664||2849305|
|15||Locked||256QAM||14||579.00 MHz||6.10 dBmV||40.95 dB||160531||2845473|
|16||Locked||256QAM||16||591.00 MHz||4.60 dBmV||40.37 dB||181750||2806593|
|17||Locked||256QAM||17||597.00 MHz||3.60 dBmV||40.95 dB||178067||2770145|
|18||Locked||256QAM||18||603.00 MHz||3.20 dBmV||40.37 dB||165455||2763651|
|19||Locked||256QAM||19||609.00 MHz||2.40 dBmV||38.98 dB||160694||2742866|
|20||Locked||256QAM||20||615.00 MHz||2.60 dBmV||40.37 dB||159309||2740193|
|21||Locked||256QAM||21||621.00 MHz||2.30 dBmV||40.37 dB||170111||2761485|
|22||Locked||256QAM||22||627.00 MHz||3.40 dBmV||40.37 dB||185064||2849094|
|23||Locked||256QAM||23||633.00 MHz||4.30 dBmV||38.98 dB||228752||2867569|
|24||Locked||256QAM||24||639.00 MHz||8.40 dBmV||38.61 dB||250534||3460560|
|25||Locked||256QAM||26||645.00 MHz||11.20 dBmV||38.90 dB||1077576||112933|
|26||Locked||256QAM||27||651.00 MHz||7.40 dBmV||35.90 dB||2038638||265255|
|27||Locked||256QAM||28||657.00 MHz||2.60 dBmV||38.90 dB||8521||16208|
|28||Locked||256QAM||29||663.00 MHz||1.10 dBmV||38.60 dB||1677||15045|
|29||Locked||256QAM||30||669.00 MHz||1.40 dBmV||38.90 dB||1214||10840|
|30||Locked||256QAM||31||675.00 MHz||-1.30 dBmV||36.90 dB||37701||19618|
|31||Locked||256QAM||32||681.00 MHz||-0.50 dBmV||37.60 dB||1913||12141|
|32||Locked||256QAM||33||687.00 MHz||0.90 dBmV||38.90 dB||1357||11686|
|Upstream Bonded Channels|
|Channel||Lock Status||US Channel Type||Channel ID||Symbol Rate||Frequency||Power|
|1||Locked||ATDMA||2||5120 kSym/s||30.10 MHz||39.00 dBmV|
|2||Locked||ATDMA||4||5120 kSym/s||17.30 MHz||38.75 dBmV|
|3||Locked||ATDMA||3||5120 kSym/s||23.70 MHz||38.75 dBmV|
|4||Locked||ATDMA||1||5120 kSym/s||36.50 MHz||39.00 dBmV|
also a good run does not have low power. They range from 4.8 to 9.10dBmV
What about the upstream stats on a good and a bad "run" ?
Alright well something is going on as there is a very wide variation with the downstream power levels of the channels ! Should be no more than a 3-4 dB variation. See if anything here helps / applies;
In a self troubleshooting effort to try to obtain better connectivity, 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.
You are so helpful and I am most appreciative!!! The following is my configuration:
1. The cable from the street is connected to a barrier connector with a ground. Just straight through....
2. From the barrier connector, the cable goes to a 1 to 3 splitter of the following characteristics:
2.1. "Extreme Broadband Engineering" model BDS103HB; 3-way balanced Digital Splitter
2.2 Each leg is marked "Out -5.5db"
2.3 One leg goes to the cable modem
2.4 The second leg goes directly to the X1 DVR
2.5 The third leg goes to a multi-leg splitter for subsequent connection to 5 DTA's and to the voice modem.
Have you tried refreshing / checking / cleaning / tightening any of the connections leading to the modem ?
Everything is brand spanking new. Called Customer service and did observed some aberrations on their end. So I scheduled a technican to take a look at things.
Thanks again, you have been so helpful!!
That was going to be my next suggestion. Good luck with it ! 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.
Please post back with how things turn out.
A technician checked the signal level and my splitter configuration. He forced a refresh to the modem, ensuring the modem properly received a complete configuration/firmware refresh. He then removed my old amplifier for the DTA and old splitters and replaced them with a completely new configuration/ equipment. Padded down the input signal down a bit and checked the signals across the frequency spectrum with an analyzer. Also, he reterminated all my connections. I now have been running with zero "uncorrectables", 360mbps download speeds. The technician did a great job! And I thank you for your help in the diagnoses.