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Issues after upgraded to Gigabit with SB8200

Regular Visitor

Issues after upgraded to Gigabit with SB8200

I recently upgraded my service to the gigabit tier of service and installed an SB8200 modem, however I am running into a few issues.

 

1) No DOCSIS 3.1 - Since the modem was installed I have never been able to have either of the Down or Upstream lights go blue. I have had 3 technicians out and they all say that there is no interference on the lines or the wires

 

2) Only bonding to one upstream channel. I show all 32 downstream channels are bonding, just not at DOCSIS 3.1, but when I do into the modem I am only getting one single upstream channel. I have spoken with Level 3 tech support and they stated that the modem would only bond to a single channel, however I have seen it to be otherwise with every other poster.  My upload speeds are not exceeding 18mbps, which is the same speed I received when paying for the Extreme internet tier, however I should be getting closer to 35.

Expert

Re: Issues after upgraded to Gigabit with SB8200

Please post a screenshot(s) of the signal status page.



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Regular Visitor

Re: Issues after upgraded to Gigabit with SB8200

@EG  Here are the downstream and upstream channels:

 

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
25 Locked QAM256 609000000 Hz 5.7 dBmV 38.5 dB 2 0
1 Locked QAM256 459000000 Hz 5.3 dBmV 39.0 dB 555 1473
2 Locked QAM256 465000000 Hz 5.4 dBmV 38.8 dB 550 1773
3 Locked QAM256 471000000 Hz 5.4 dBmV 38.8 dB 568 1461
4 Locked QAM256 477000000 Hz 5.4 dBmV 38.7 dB 555 1481
5 Locked QAM256 483000000 Hz 5.1 dBmV 38.5 dB 583 1509
6 Locked QAM256 489000000 Hz 5.2 dBmV 38.6 dB 599 1709
7 Locked QAM256 495000000 Hz 5.3 dBmV 38.4 dB 509 1496
8 Locked QAM256 507000000 Hz 5.0 dBmV 38.2 dB 584 1835
9 Locked QAM256 513000000 Hz 5.2 dBmV 38.2 dB 529 1808
10 Locked QAM256 519000000 Hz 5.3 dBmV 38.2 dB 572 1781
11 Locked QAM256 525000000 Hz 5.2 dBmV 38.1 dB 425 1170
12 Locked QAM256 531000000 Hz 5.4 dBmV 38.1 dB 510 1566
13 Locked QAM256 537000000 Hz 5.7 dBmV 38.1 dB 255 1156
14 Locked QAM256 543000000 Hz 5.7 dBmV 38.3 dB 464 1312
15 Locked QAM256 549000000 Hz 5.8 dBmV 38.3 dB 492 1732
16 Locked QAM256 555000000 Hz 6.0 dBmV 38.3 dB 477 1785
17 Locked QAM256 561000000 Hz 6.1 dBmV 38.5 dB 469 1543
18 Locked QAM256 567000000 Hz 5.9 dBmV 38.4 dB 473 1668
19 Locked QAM256 573000000 Hz 6.0 dBmV 38.4 dB 428 1527
20 Locked QAM256 579000000 Hz 6.2 dBmV 38.5 dB 457 1349
21 Locked QAM256 585000000 Hz 6.1 dBmV 38.5 dB 422 1442
22 Locked QAM256 591000000 Hz 6.0 dBmV 38.5 dB 395 1687
23 Locked QAM256 597000000 Hz 6.2 dBmV 38.4 dB 451 1572
24 Locked QAM256 603000000 Hz 6.1 dBmV 38.4 dB 366 1530
26 Locked QAM256 615000000 Hz 5.9 dBmV 38.3 dB 431 1115
27 Locked QAM256 621000000 Hz 6.3 dBmV 38.6 dB 494 1684
28 Locked QAM256 627000000 Hz 6.0 dBmV 38.5 dB 418 1225
29 Locked QAM256 639000000 Hz 5.7 dBmV 38.3 dB 314 1067
30 Locked QAM256 645000000 Hz 5.9 dBmV 38.3 dB 418 1498
31 Locked QAM256 651000000 Hz 5.8 dBmV 38.4 dB 375 1053
32 Locked QAM256 657000000 Hz 5.8 dBmV 38.4 dB 332 1258


 

 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 5 Locked SC-QAM Upstream 35800000 Hz 6400000 Hz 44.0 dBmV




 

and here is the event log from today when a Tech came out and said that it is my modem and to call motorola:

 

Date Time Event ID Event Level Description
07/23/2019 12:01 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
07/23/2019 12:01 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=8c:61:a3:cb:0f:45;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
07/23/2019 11:57 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=8c:61:a3:cb:0f:45;CMTS-MAC=cc:8e:71:69:c6:3d;CM-QOS=1.1;CM-VER=3.1;"
07/23/2019 11:57 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=8c:61:a3:cb:0f:45;CMTS-MAC=cc:8e:71:69:c6:3d;CM-QOS=1.1;CM-VER=3.1;"
07/23/2019 11:57 84020300 5 "MDD message timeout;CM-MAC=8c:61:a3:cb:0f:45;CMTS-MAC=cc:8e:71:69:c6:3d;CM-QOS=1.1;CM-VER=3.1;"
07/23/2019 11:57 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=8c:61:a3:cb:0f:45;CMTS-MAC=cc:8e:71:69:c6:3d;CM-QOS=1.1;CM-VER=3.1;"
07/23/2019 11:50 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=8c:61:a3:cb:0f:45;CMTS-MAC=cc:8e:71:69:c6:3d;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=8c:61:a3:cb:0f:45;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
07/23/2019 11:28 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
07/23/2019 11:24 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=8c:61:a3:cb:0f:45;CMTS-MAC=cc:8e:71:69:c6:3d;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=8c:61:a3:cb:0f:45;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
07/23/2019 11:11 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
Expert

Re: Issues after upgraded to Gigabit with SB8200

The signal stats are in spec. I don't see a DOCSIS 3.1 / OFDM / PLC downstream channel being indicated. You'll never get gigabit without having one present. Perhaps gigabit is not yet available in your area ? We've seen posts here where they have signed customers up for it prematurely. Or perhaps the modem isn't provisioned correctly.

 

You could try calling 1-800-comcast and ask a rep to completely remove the modem from your account and to "re-provision" for gig it from scratch. Also ask them to confirm that the provisioning and account data in their database is correct and complete and that the correct configuration / bootfile for the gigabit speed tier is being pushed to the modem. And confirm that it is actually available in your local market area. Good luck



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Regular Visitor

Re: Issues after upgraded to Gigabit with SB8200

@EG  Is one of the Comcast reps here able to handle the re-provisioning like you mentioned? because every time i get on the phone with them they just run me around in circles and no one outside of Tier 3 even knows what im talking about when I start talking about this stuff and it takes me an hour to just reach them. 

Expert

Re: Issues after upgraded to Gigabit with SB8200

O/k, I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. Expect a reply here in your thread.



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Official Employee

Re: Issues after upgraded to Gigabit with SB8200

Hey there, jminns1028! Welcome to our community. I would love to help out with the modem to ensure your service is working to its fullest potential! Let's take a look at this further together. Can you please send me a PM with your first and last name to get started? Thank you! 

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

 


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Regular Visitor

Re: Issues after upgraded to Gigabit with SB8200

@ComcastAlly Sent! Smiley Happy