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I am receiving 41 downstream channels instead of 32, and my Arris SB8200 modem keeps reseting

jlive24
New Poster

I am receiving 41 downstream channels instead of 32, and my Arris SB8200 modem keeps reseting

I upgraded to gig internet and bought a SB8200 back in April, but starting a month ago I've been experiencing multiple "outages" on a daily basis. I've had several technications come out to the house to look at the line, which they finally replaced last week. When the problem persisted a tech came back out to see if I needed a custom line, but saw no reason to install one as the box was less than 250 yards from my house, and because based on his test I was getting over 1000mbs from my cable (I saw the speed test he ran on his machine). He told me he believed the issue was being caused by my modem.

 

To test this theory I decided to spend all of yesterday working downstairs with my laptop connected directly into the modem (instead of connected via router), and noticed that my modem was continously resetting itself about every 3 minutes. When I called Arris, they informed me that I am currently receiving 41 downstream channels from Comcast, which is 9 more than my SB8200 allows for, and that this is causing the issue. After an entire day of speaking to several different Comcast agents, I was finally able to convince a supervisor to "provision" my modem. She said she saw that there was an issue and that the provision should fix the issue. Fast forward to the next morning and I am still losing internet every 10 minutes, and can see that my modem is continuing to reset itself.

 

Does anyone have any idea what is going on? Are the 9 extra channels I'm receiving causing this issue?

CCAndrew
Diamond Problem Solver

Re: I am receiving 41 downstream channels instead of 32, and my Arris SB8200 modem keeps reseting

Post the logs and modem levels, it’s hard for anyone to comment if they can’t see what you see

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EG
Expert

Re: I am receiving 41 downstream channels instead of 32, and my Arris SB8200 modem keeps reseting

Yes. Please post a screenshot of or a copy and paste of all of the text of the downstream channels, and the upstreams as well.

 

http://192.168.100.1



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jlive24
New Poster

Re: I am receiving 41 downstream channels instead of 32, and my Arris SB8200 modem keeps reseting

I am now receiving 32 downstream channels but my modem still continues to contiously reset.

 

Downstream Bonded Channels
Channel IDLock StatusModulationFrequencyPowerSNR/MERCorrectedUncorrectables
5LockedQAM256495000000 Hz-8.5 dBmV37.7 dB40172
2LockedQAM256477000000 Hz-7.9 dBmV37.9 dB4962334
3LockedQAM256483000000 Hz-7.8 dBmV37.8 dB6262962
4LockedQAM256489000000 Hz-8.1 dBmV37.8 dB7513288
6LockedQAM256507000000 Hz-8.6 dBmV37.3 dB8663958
7LockedQAM256513000000 Hz-9.0 dBmV37.2 dB7993602
8LockedQAM256519000000 Hz-9.2 dBmV37.1 dB8333939
9LockedQAM256525000000 Hz-9.2 dBmV37.0 dB8383832
10LockedQAM256531000000 Hz-9.1 dBmV37.1 dB8803880
11LockedQAM256537000000 Hz-9.1 dBmV37.1 dB9544332
12LockedQAM256543000000 Hz-8.9 dBmV37.3 dB9304395
13LockedQAM256549000000 Hz-8.8 dBmV37.4 dB10854802
14LockedQAM256555000000 Hz-9.3 dBmV37.0 dB9254003
15LockedQAM256561000000 Hz-9.7 dBmV36.7 dB11224862
16LockedQAM256567000000 Hz-9.7 dBmV36.7 dB10664978
17LockedQAM256573000000 Hz-9.9 dBmV36.4 dB10834999
18LockedQAM256579000000 Hz-10.2 dBmV36.2 dB9894468
19LockedQAM256585000000 Hz-10.3 dBmV36.1 dB10024489
20LockedQAM256591000000 Hz-10.0 dBmV36.3 dB9914369
21LockedQAM256597000000 Hz-9.9 dBmV36.2 dB10884945
22LockedQAM256603000000 Hz-9.8 dBmV36.2 dB10894936
23LockedQAM256609000000 Hz-9.2 dBmV36.6 dB10034382
24LockedQAM256615000000 Hz-8.4 dBmV37.0 dB10884338
25LockedQAM256621000000 Hz-8.2 dBmV37.1 dB9534367
26LockedQAM256627000000 Hz-8.3 dBmV37.0 dB9324310
27LockedQAM256639000000 Hz-8.2 dBmV37.2 dB8313767
28LockedQAM256645000000 Hz-8.9 dBmV36.9 dB8463784
29LockedQAM256651000000 Hz-9.4 dBmV36.6 dB8453820
30LockedQAM256657000000 Hz-9.4 dBmV36.6 dB6473008
31LockedQAM256663000000 Hz-9.5 dBmV36.7 dB7183418
32LockedQAM256669000000 Hz-9.7 dBmV36.7 dB7163329
37LockedOther690000000 Hz-6.7 dBmV35.2 dB35152650


 

 
Upstream Bonded Channels
ChannelChannel IDLock StatusUS Channel TypeFrequencyWidthPower
13LockedSC-QAM Upstream22800000 Hz6400000 Hz46.0 dBmV
21LockedSC-QAM Upstream35600000 Hz6400000 Hz46.0 dBmV
32LockedSC-QAM Upstream29200000 Hz6400000 Hz46.0 dBmV
47LockedSC-QAM Upstream16400000 Hz6400000 Hz46.0 dBmV
EG
Expert

Re: I am receiving 41 downstream channels instead of 32, and my Arris SB8200 modem keeps reseting

FWIW, the Arris rep was full of baloney or untrained. That modem's tuner is only physically capable of delivering a max of 32 channels !  Arris has been conning people in several ways lately for some reason..............



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