Intermittent Disconnects, constant modem restarting to maintain service after upgrading

[SBLindon]

I recently upgraded from an 80Mbps to 600Mbps with comcast and my service has fallen apart. I am constantly disconnected, getting unstable connections and having to restart the modem to fix the issue. Even with our old connection we had to restart the modem often but only about once a day. Now I am having to restart it hourly just to stay connected. 

Some background: We moved to this home 2 years ago. We had comcast at our previous residence with the same equipment and never had to restart anything. So we immediately had comcast set up at the new home. The technician that connected the home commented several times about the length of the line coming to our home and how he had never seen anything that long before, crossing several of our neighbors to get to our home. But everything seemed to work fine at first. I recently started working from home and so noticed that the connection was dropping periodically and had to restart the modem. At first only once or twice day. To try to help I upgraded my service with comcast but the issues only got worse and now its nearly impossible to get anything done.

My equipment: I am using an Arris sb6190 with an Arris SBR-AC1750 Surfboard. 

I will post below logs from my modem. I am hoping someone here can give some wise insight about what I should do next. Having to work from home and having internet going down every 10 mins is like to having an internet connection

[SBLindon]

Startup Procedure
Procedure	Status	Comment
Acquire Downstream Channel		Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed

[SBLindon]

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	16	531.00 MHz	0.50 dBmV	38.61 dB	80405	216552
2	Locked	256QAM	4	459.00 MHz	2.50 dBmV	38.61 dB	33560	93238
3	Locked	256QAM	5	465.00 MHz	2.70 dBmV	38.61 dB	324704	312325
4	Locked	256QAM	6	471.00 MHz	2.80 dBmV	38.98 dB	41235619	11689135
5	Locked	256QAM	7	477.00 MHz	2.50 dBmV	38.98 dB	56105090	20307546
6	Locked	256QAM	8	483.00 MHz	2.60 dBmV	38.61 dB	85946	149925
7	Locked	256QAM	9	489.00 MHz	2.50 dBmV	38.61 dB	42167	130144
8	Locked	256QAM	10	495.00 MHz	2.40 dBmV	38.61 dB	29071	87630
9	Locked	256QAM	11	501.00 MHz	1.90 dBmV	38.61 dB	24558	68165
10	Locked	256QAM	12	507.00 MHz	1.20 dBmV	38.61 dB	24297	36892
11	Locked	256QAM	13	513.00 MHz	1.00 dBmV	38.61 dB	24527	16454
12	Locked	256QAM	14	519.00 MHz	0.40 dBmV	38.61 dB	45412	117448
13	Locked	256QAM	15	525.00 MHz	0.20 dBmV	37.36 dB	213851	466084
14	Locked	256QAM	17	537.00 MHz	0.70 dBmV	37.64 dB	40454	71094
15	Locked	256QAM	18	543.00 MHz	1.50 dBmV	37.64 dB	19048	43711
16	Locked	256QAM	19	555.00 MHz	1.80 dBmV	37.64 dB	1616	13505
17	Locked	256QAM	20	561.00 MHz	1.20 dBmV	37.64 dB	868	10744
18	Locked	256QAM	21	567.00 MHz	0.30 dBmV	37.36 dB	876	10003
19	Locked	256QAM	22	573.00 MHz	-0.60 dBmV	37.64 dB	949	7634
20	Locked	256QAM	23	579.00 MHz	-0.40 dBmV	37.64 dB	1659	11791
21	Locked	256QAM	24	585.00 MHz	-0.30 dBmV	37.64 dB	1419	13052
22	Locked	256QAM	25	591.00 MHz	0.10 dBmV	37.36 dB	1919	12374
23	Locked	256QAM	26	597.00 MHz	0.80 dBmV	37.64 dB	588	9682
24	Locked	256QAM	27	603.00 MHz	1.10 dBmV	37.64 dB	554	9032
25	Locked	256QAM	28	609.00 MHz	1.70 dBmV	38.20 dB	654	17939
26	Locked	256QAM	29	615.00 MHz	1.80 dBmV	38.20 dB	471	9438
27	Locked	256QAM	30	621.00 MHz	1.40 dBmV	37.90 dB	478	11886
28	Locked	256QAM	31	627.00 MHz	1.20 dBmV	37.90 dB	301	9944
29	Locked	256QAM	32	633.00 MHz	0.40 dBmV	37.60 dB	500	9263
30	Locked	256QAM	33	639.00 MHz	0.00 dBmV	37.60 dB	380	12859
31	Locked	256QAM	34	645.00 MHz	0.00 dBmV	37.60 dB	469	18490
32	Locked	256QAM	35	651.00 MHz	-0.70 dBmV	37.30 dB	775	10285

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	6	5120 kSym/s	17.30 MHz	39.25 dBmV
2	Locked	ATDMA	9	5120 kSym/s	36.50 MHz	39.75 dBmV
3	Locked	ATDMA	10	1280 kSym/s	41.20 MHz	44.50 dBmV
4	Locked	ATDMA	8	5120 kSym/s	30.10 MHz	40.00 dBmV
5	Locked	ATDMA	7	5120 kSym/s	23.70 MHz	40.00 dBmV

[SBLindon]

Time	Priority	Description
Fri May 29 06:46:08 2020	5	RCS Partial Service;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:47:57 2020	5	Lost MDD Timeout;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:48:01 2020	5	RCS Partial Service;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:48:12 2020	5	Lost MDD Timeout;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:48:13 2020	5	RCS Partial Service;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:48:24 2020	5	Lost MDD Timeout;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:48:24 2020	5	RCS Partial Service;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:48:25 2020	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:48:58 2020	5	RCS Partial Service;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:48:58 2020	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:48:59 2020	5	RCS Partial Service;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:49:42 2020	5	Lost MDD Timeout;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:49:42 2020	5	RCS Partial Service;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:50:22 2020	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 06:50:24 2020	5	RCS Partial Service;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 08:01:51 2020	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 08:01:51 2020	5	RCS Partial Service;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 08:01:51 2020	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 08:01:51 2020	5	RCS Partial Service;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;
Fri May 29 08:01:54 2020	5	Lost MDD Timeout;CM-MAC=d4:0a:a9:56:b9:57;CMTS-MAC=00:01:5c:a3:00:54;CM-QOS=1.1;CM-VER=3.0;

[EG]

Even though the signal stats looked o/k at that snapshot in time, the error log entries and the number of uncorrectable errors confirm 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 can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

[SBLindon]

Thanks EG. I'm certain it's something we can get resolved. When it works it's phenominal and the fastest option I can get at my residence. I just hope Xfinity is willing to do what it takes to fix it if needed. 

[ComcastAmira]

Hello @SBLindon, thanks for reaching out to our Digital Care Team through our Forums page. We appreciate you being a loyal customer with us and I am sorry to hear about the connection issues you have been experiencing. We definitely want to get to the bottom of this, so that we can correct it. I would be more than happy to assist you with this.

Can you please send me a private message including the account holder's full name as it appears on the account and your full name if different? 

To send me a Private Message, please click my name “ComcastAmira” and click “send a message".