Community Forum

Connectivity problems with SB8200

djf55020
Frequent Visitor

Connectivity problems with SB8200

I've been experiencing problems with my SB8200 lately.   I've had a tech out to look at it.   They have replaced the cable from the pole to the house and from the wall to the modem.   

 

My event log is full of these messages that alternate back and forth.  CM-STATUS message sent. Event Type Code: 16;Chan ID: 37 and CM-STATUS message sent. Event Type Code: 24; Chan ID: 37.   They happen about once per minute and last for several hours of the day.     From what I understand from my research, the lock on this channel is dropping.

 

I know that channel 37 is the OFDM channel and I think it might be out of spec.  The tech told me comcast has done all they can do and my next attempt should be to replace my modem since I own it.  I don't think that's my problem.   My stats are below.   Do you think this is indeed my modem causing a problem, do I need a tech back out here, or something on the comcast side?  Thanks in advance for any assistance.

 
 
Acquire Downstream Channel 417000000 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
38 Locked QAM256 417000000 Hz 3.3 dBmV 35.0 dB 0 0
1 Locked QAM256 453000000 Hz 1.6 dBmV 35.1 dB 0 0
2 Locked QAM256 459000000 Hz 1.6 dBmV 35.3 dB 0 0
3 Locked QAM256 465000000 Hz 1.6 dBmV 35.5 dB 0 0
4 Locked QAM256 471000000 Hz 1.4 dBmV 35.4 dB 0 0
5 Locked QAM256 477000000 Hz 1.3 dBmV 35.4 dB 0 0
6 Locked QAM256 483000000 Hz 0.9 dBmV 34.9 dB 0 0
7 Locked QAM256 489000000 Hz 0.4 dBmV 34.5 dB 0 0
8 Locked QAM256 495000000 Hz 0.2 dBmV 34.2 dB 0 0
9 Locked QAM256 507000000 Hz 0.0 dBmV 33.9 dB 7 0
10 Locked QAM256 513000000 Hz 0.3 dBmV 34.0 dB 0 0
11 Locked QAM256 519000000 Hz 1.0 dBmV 34.4 dB 0 0
12 Locked QAM256 525000000 Hz 1.8 dBmV 34.8 dB 0 0
13 Locked QAM256 531000000 Hz 2.9 dBmV 35.4 dB 14 0
14 Locked QAM256 537000000 Hz 3.8 dBmV 35.8 dB 26 0
15 Locked QAM256 543000000 Hz 4.2 dBmV 36.4 dB 25 0
16 Locked QAM256 549000000 Hz 3.7 dBmV 36.5 dB 9 0
17 Locked QAM256 555000000 Hz 2.5 dBmV 36.2 dB 3 0
18 Locked QAM256 561000000 Hz 1.1 dBmV 35.6 dB 0 0
19 Locked QAM256 567000000 Hz -0.3 dBmV 34.5 dB 0 0
20 Locked QAM256 573000000 Hz -1.1 dBmV 33.6 dB 0 0
21 Locked QAM256 579000000 Hz -1.6 dBmV 33.0 dB 0 0
22 Locked QAM256 585000000 Hz -1.7 dBmV 33.7 dB 0 0
23 Locked QAM256 591000000 Hz -1.3 dBmV 33.9 dB 0 0
24 Locked QAM256 597000000 Hz -0.6 dBmV 34.3 dB 0 0
25 Locked QAM256 603000000 Hz 0.4 dBmV 34.7 dB 0 0
26 Locked QAM256 609000000 Hz 1.5 dBmV 35.3 dB 35 0
27 Locked QAM256 615000000 Hz 3.2 dBmV 36.0 dB 159 0
37 Locked Other 690000000 Hz -0.2 dBmV 25.5 dB 1461706434 35226511
39 Not Locked QAM256 0 Hz 0.0 dBmV 34.7 dB 0 0
40 Locked QAM256 423000000 Hz 2.9 dBmV 34.7 dB 0 0
41 Locked QAM256 429000000 Hz 2.6 dBmV 34.6 dB 0 0


 

 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 90 Locked SC-QAM Upstream 29400000 Hz 6400000 Hz 41.0 dBmV
2 89 Locked SC-QAM Upstream 35800000 Hz 6400000 Hz 41.0 dBmV
3 91 Locked SC-QAM Upstream 23000000 Hz 6400000 Hz 40.0 dBmV
4 92 Locked SC-QAM Upstream 16600000 Hz 6400000 Hz 40.0 dBmV
EG
Expert

Re: Connectivity problems with SB8200

The SNR's are low and is completely out of spec on channel. Channel 39 isn't even locked. Looks like there is noise ingressing into the lines somewhere. You need to get the techs involved again until it is fixed properly,

 

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 with it !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!