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SBLindon
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5 Messages

Friday, May 29th, 2020 9:00 AM

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Intermittent Disconnects, constant modem restarting to maintain service after upgrading

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

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SBLindon

Frequent Visitor

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5 Messages

5 years ago

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

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SBLindon

Frequent Visitor

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5 Messages

5 years ago

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;

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EG

Expert

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111.4K Messages

5 years ago

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 !

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SBLindon

Frequent Visitor

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5 Messages

5 years ago

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

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SBLindon

Frequent Visitor

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5 Messages

5 years ago

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. 

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XfinityAmira

Official Employee

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4.2K Messages

5 years ago

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". 

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