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Connection Dropping

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Frequent Visitor

Connection Dropping

i have been exspirencing issues with my connection. my Modem is an Arrris SB8200 and i am currently on the 600Mbps plan. does these power levels and SNR look alright?

 

power levels.jpg

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Expert

Re: Connection Dropping

Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.

Or copy all of the text of the status page and paste it into the body of your next post here.



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Frequent Visitor

Re: Connection Dropping

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Expert

Re: Connection Dropping

Are there any error log entries being shown ? If so, please post them as well.



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Was your question answered? Mark the post as Best Answer!
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Frequent Visitor

Re: Connection Dropping

here is a shot of the event logs. https://imgur.com/1G1j7wHlogsmodem.jpg

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Frequent Visitor

Re: Connection Dropping

this is still happening. here is updates power levels and event log. 

 

event Log: https://imgur.com/LhFAnG0

Levels: https://imgur.com/fRULwLe

 

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Expert

Re: Connection Dropping

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Frequent Visitor

Re: Connection Dropping

thank you.

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Official Employee

Re: Connection Dropping

Hi there, jsbowling42. Thank you for posting here for support. Sorry to hear you're having troubles with your connectivity. I can take a look at what might be going on with your connection. To begin, please send me a PM with your first and last name.

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.

 

Thanks!

 


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

Re: Connection Dropping

PM sent.