Community Forum

Intermittent Drops/Errors on modem

Highlighted
Frequent Visitor

Intermittent Drops/Errors on modem

To start i've had issues with my connection for a bit (4/5 years) but never called to get them fixed.  Normally happens when im uploading (playng games online or streaming to twitch)thats where the disconnects happen.  Started investgating recently, logging into the modem (Arris SB8200) and reading that my upstream maybe out of acceptable power levels (45dbmv - 51dbmv). 

 

They sent a tech out to my house today and told me my power levels were fine.  Checked outside and inside.  Ran a new line directly from the box outside of my house into my apartment.  I don't know where else to go here.  Talking to customer service isn't getting me anywhere.

 

Here are the levels.

 

Channel IDLock StatusModulationFrequencyPowerSNR/MERCorrectedUncorrectables
13LockedQAM256531000000 Hz4.8 dBmV43.7 dB00
9LockedQAM256507000000 Hz4.7 dBmV43.7 dB00
10LockedQAM256513000000 Hz4.6 dBmV43.7 dB00
11LockedQAM256519000000 Hz4.6 dBmV43.7 dB00
12LockedQAM256525000000 Hz4.6 dBmV43.6 dB00
14LockedQAM256537000000 Hz4.6 dBmV43.6 dB00
15LockedQAM256543000000 Hz4.9 dBmV43.6 dB00
16LockedQAM256549000000 Hz5.2 dBmV43.7 dB00
17LockedQAM256555000000 Hz5.5 dBmV43.7 dB00
18LockedQAM256561000000 Hz5.7 dBmV43.7 dB00
19LockedQAM256567000000 Hz5.8 dBmV43.9 dB00
20LockedQAM256573000000 Hz6.1 dBmV44.1 dB00
21LockedQAM256579000000 Hz6.0 dBmV43.9 dB00
22LockedQAM256585000000 Hz6.1 dBmV44.0 dB00
23LockedQAM256591000000 Hz6.0 dBmV44.1 dB00
24LockedQAM256597000000 Hz5.8 dBmV44.1 dB00
25LockedQAM256603000000 Hz6.0 dBmV44.1 dB00
26LockedQAM256609000000 Hz5.2 dBmV44.0 dB00
27LockedQAM256615000000 Hz4.9 dBmV43.9 dB00
28LockedQAM256621000000 Hz4.7 dBmV43.7 dB00
29LockedQAM256627000000 Hz4.7 dBmV43.7 dB00
30LockedQAM256633000000 Hz4.3 dBmV43.5 dB00
31LockedQAM256639000000 Hz3.6 dBmV43.3 dB00
32LockedQAM256645000000 Hz3.1 dBmV42.9 dB00
33LockedQAM256651000000 Hz2.2 dBmV42.4 dB00
34LockedQAM256657000000 Hz2.4 dBmV42.4 dB00
35LockedQAM256663000000 Hz3.1 dBmV42.6 dB00
36LockedQAM256669000000 Hz2.9 dBmV42.4 dB00
37LockedQAM256675000000 Hz2.5 dBmV42.1 dB00
38LockedQAM256681000000 Hz1.9 dBmV42.0 dB00
39LockedQAM256687000000 Hz2.0 dBmV42.0 dB00
40LockedQAM256693000000 Hz1.7 dBmV41.9 dB00
159LockedOther702000000 Hz2.5 dBmV41.0 dB1976246980



 
Upstream Bonded Channels
ChannelChannel IDLock StatusUS Channel TypeFrequencyWidthPower
11LockedSC-QAM Upstream36500000 Hz6400000 Hz42.0 dBmV
22LockedSC-QAM Upstream30100000 Hz6400000 Hz42.0 dBmV
33LockedSC-QAM Upstream23700000 Hz6400000 Hz42.0 dBmV
44LockedSC-QAM Upstream17300000 Hz6400000 Hz42.0 dBmV



 

Current System Time: Wed Jul 29 12:11:25 2020

 

Errors

 

07/29/2020 11:46840005003"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.1;"

 

Granted I just rebooted the modem (even did a factory reset) but the same errors persist.  They update every hour or so with the same error.  Hope someone can help!

Highlighted
Expert

Re: Intermittent Drops/Errors on modem

The signal stats are good. Please wait a while and see if the error log entries begin to accumulate again. If they do, please post a greater sample of them for us to see.



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!
Highlighted
Frequent Visitor

Re: Intermittent Drops/Errors on modem

Okay I'll keep an eye out
Highlighted
Frequent Visitor

Re: Intermittent Drops/Errors on modem

So should I care about uncorrectables?  I have a ton

Highlighted
Expert

Re: Intermittent Drops/Errors on modem

Yes. They are the problematic ones. Especially if they are accumulating rapidly and numerously. The corrected bit errors are not as much of a problem unless they are very numerous as well.



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!
Highlighted
Frequent Visitor

Re: Intermittent Drops/Errors on modem

This is what I got over the weekend.

Channel IDLock StatusModulationFrequencyPowerSNR/MERCorrectedUncorrectables
13LockedQAM256531000000 Hz4.8 dBmV43.6 dB00
9LockedQAM256507000000 Hz4.6 dBmV43.4 dB10
10LockedQAM256513000000 Hz4.6 dBmV43.6 dB00
11LockedQAM256519000000 Hz4.6 dBmV43.5 dB00
12LockedQAM256525000000 Hz4.6 dBmV43.5 dB10
14LockedQAM256537000000 Hz4.6 dBmV43.5 dB00
15LockedQAM256543000000 Hz4.8 dBmV43.6 dB00
16LockedQAM256549000000 Hz5.0 dBmV43.6 dB00
17LockedQAM256555000000 Hz5.4 dBmV43.7 dB00
18LockedQAM256561000000 Hz5.6 dBmV43.7 dB00
19LockedQAM256567000000 Hz5.7 dBmV43.7 dB00
20LockedQAM256573000000 Hz6.0 dBmV44.0 dB00
21LockedQAM256579000000 Hz6.0 dBmV43.9 dB00
22LockedQAM256585000000 Hz6.1 dBmV43.9 dB40
23LockedQAM256591000000 Hz6.0 dBmV44.0 dB00
24LockedQAM256597000000 Hz5.8 dBmV43.8 dB712
25LockedQAM256603000000 Hz6.0 dBmV44.1 dB4525
26LockedQAM256609000000 Hz5.2 dBmV43.9 dB6897
27LockedQAM256615000000 Hz5.1 dBmV43.7 dB116138
28LockedQAM256621000000 Hz5.2 dBmV43.7 dB104215
29LockedQAM256627000000 Hz4.7 dBmV43.6 dB69243
30LockedQAM256633000000 Hz4.4 dBmV43.6 dB77117
31LockedQAM256639000000 Hz3.9 dBmV43.2 dB100188
32LockedQAM256645000000 Hz3.6 dBmV43.0 dB152383
33LockedQAM256651000000 Hz2.9 dBmV42.6 dB134457
34LockedQAM256657000000 Hz3.2 dBmV42.6 dB118469
35LockedQAM256663000000 Hz4.1 dBmV42.8 dB91429
36LockedQAM256669000000 Hz3.9 dBmV42.6 dB76413
37LockedQAM256675000000 Hz3.5 dBmV41.9 dB77377
38LockedQAM256681000000 Hz2.9 dBmV42.3 dB101297
39LockedQAM256687000000 Hz2.8 dBmV42.1 dB59282
40LockedQAM256693000000 Hz2.3 dBmV42.0 dB82195
159LockedOther702000000 Hz2.8 dBmV41.0 dB7270
Highlighted
Expert

Re: Intermittent Drops/Errors on modem

That's like nothing.



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!
Highlighted
Frequent Visitor

Re: Intermittent Drops/Errors on modem

Okay.  Just making sure.  I'm a little gun shy from all these years of having a bad connection.  I just want to be able to play online again without constant disconnects!

Highlighted
Frequent Visitor

Re: Intermittent Drops/Errors on modem

Still happening unfortunatley.  Went to play with my brother tonight.  Samethings...frustrating 😞