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Line issues and brand new Arris 8200

Contributor

Line issues and brand new Arris 8200

Hello,

 

Purchased couple weeks ago a brand new cable modem Arris 8200, it sync 28 downstream and 3 upstreams channels (Southeast Michigan). I thought taht by getting better hardware I will improve my Internet connectivity, but turns out that my line and connection to the headend is worse not better....My old modem just 8x4 was fairly stable but had to sync just 8 channels downstream...

 

Anyway, the line supplying my house is in a very unstable conditions, the downstream signals varies +/- 10dBmV depends of the day, time of the day, I have a lot of errors, connections drops multiple time every day....

 

I called, tech he came checked everything and said that he don't see any issue in my house, but maybe there is a issue with the supply line under my drive way, well could be I said, is old, he left....anyway, I text him shortly after his departure that my connection is unstable and the connection dropped again....he said that for sue the line is bad, so I spent couple of hours in Saturday and run a new cable from the bottom of pole (barrel) to my house....tested, brought the cable modem closer, not much change maybe 0.5 or 1 dBmV....so now I'm pretty sure the issue is out of my control and exist somewhere on the line, amplifier etc...I don't want another home tech visit because they are unable to fix anything at this point. Please advice how to proceed.

 

Attached are screenshoots with my signal fluctuations.

Thanks.

Mario

 

Diamond Problem Solver

Re: Line issues and brand new Arris 8200

Be advised that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may indeed lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. 

Contributor

Re: Line issues and brand new Arris 8200

Sorry attachments are here:

sig1.jpg
sig2.jpg
sig3.jpg
Diamond Problem Solver

Re: Line issues and brand new Arris 8200

Yes I see. Some of the higher frequency downstream channels are weak / out of spec in the first screenshot. An intermittent cable signal "tilt" problem appears to be present. There may be a tilt compensator in the lines somewhere that is malfunctioning.

Contributor

Re: Line issues and brand new Arris 8200

Thank you for you insight! Yes, the signal is very unstable and jumps all over the range, it could be 10 dBmV difference in matter of hours.

Diamond Problem Solver

Re: Line issues and brand new Arris 8200

As stated, you may need a line maintenance tech to investigate. You can't request one. Only the premises techs can escalate. Good luck !

Contributor

Re: Line issues and brand new Arris 8200

I had an another tech visit, it was the worst expirenmce ever....it was a contractor tech.....he simply said your modem is bad, he absolutly had no clue what I'm talking about....

 

I would like to request help from a Comcast employee at this time....please....I'm done with local techs who don't care at all.

Contributor

Re: Line issues and brand new Arris 8200

Even the modem seems to have a good signal today, still dropping connection:

 

 Up mario-net 2017-12-20 12:56:17 Successful Response 0 hrs, 44 mins
 Down mario-net 2017-12-20 12:54:36 No Response 0 hrs, 1 mins
 Up mario-net 2017-12-20 11:53:57 Successful Response 1 hrs, 0 mins
 Down mario-net 2017-12-20 11:51:16 No Response 0 hrs, 2 mins
 Up mario-net 2017-12-20 11:44:57 Successful Response 0 hrs, 6 mins
 Down mario-net 2017-12-20 11:40:48 No Response 0 hrs, 4 mins
Contributor

Re: Line issues and brand new Arris 8200

Just moment ago I had pefect signal....no changed over 9dbmV

 

Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
28 Locked QAM256 669000000 Hz -9.0 dBmV 36.4 dB 173 426
1 Locked QAM256 489000000 Hz -2.5 dBmV 40.3 dB 2945 6848
2 Locked QAM256 495000000 Hz -2.6 dBmV 40.4 dB 3215 6854
3 Locked QAM256 507000000 Hz -2.9 dBmV 40.3 dB 3295 7580
4 Locked QAM256 513000000 Hz -2.5 dBmV 40.2 dB 3420 7632
5 Locked QAM256 519000000 Hz -2.1 dBmV 40.7 dB 3558 7771
6 Locked QAM256 525000000 Hz -2.3 dBmV 40.4 dB 3525 7949
7 Locked QAM256 531000000 Hz -2.5 dBmV 40.0 dB 3757 8499
8 Locked QAM256 537000000 Hz -2.3 dBmV 40.3 dB 3896 8566
9 Locked QAM256 543000000 Hz -2.2 dBmV 40.1 dB 4009 8900
10 Locked QAM256 549000000 Hz -2.5 dBmV 40.1 dB 3889 9195
11 Locked QAM256 555000000 Hz -2.5 dBmV 39.8 dB 3992 8916
12 Locked QAM256 561000000 Hz -2.4 dBmV 40.0 dB 4127 9288
13 Locked QAM256 579000000 Hz -2.5 dBmV 39.6 dB 4607 10594
14 Locked QAM256 585000000 Hz -2.7 dBmV 39.6 dB 4728 10852
15 Locked QAM256 591000000 Hz -3.6 dBmV 39.1 dB 4700 11133
16 Locked QAM256 597000000 Hz -4.1 dBmV 38.9 dB 4841 11157
17 Locked QAM256 603000000 Hz -4.2 dBmV 38.9 dB 4719 11134
18 Locked QAM256 609000000 Hz -4.7 dBmV 38.7 dB 4539 11575
19 Locked QAM256 615000000 Hz -5.3 dBmV 38.4 dB 4727 11419
20 Locked QAM256 621000000 Hz -5.7 dBmV 38.1 dB 4334 11678
21 Locked QAM256 627000000 Hz -6.0 dBmV 38.0 dB 4930 12394
22 Locked QAM256 633000000 Hz -6.7 dBmV 37.6 dB 4632 11584
23 Locked QAM256 639000000 Hz -7.4 dBmV 37.4 dB 4746 11431
24 Locked QAM256 645000000 Hz -7.6 dBmV 37.4 dB 4521 11948
25 Locked QAM256 651000000 Hz -7.7 dBmV 37.4 dB 4668 12340
26 Locked QAM256 657000000 Hz -8.6 dBmV 36.7 dB 4481 11152
27 Locked QAM256 663000000 Hz -8.9 dBmV 36.6 dB 4555 11299

 

Contributor

Re: Line issues and brand new Arris 8200

...and back to normal...

 

28 Locked QAM256 669000000 Hz 0.9 dBmV 40.7 dB 0 0
1 Locked QAM256 489000000 Hz 0.3 dBmV 41.1 dB 0 0
2 Locked QAM256 495000000 Hz 0.3 dBmV 41.0 dB 0 0
3 Locked QAM256 507000000 Hz 0.5 dBmV 41.2 dB 0 0
4 Locked QAM256 513000000 Hz 1.0 dBmV 41.1 dB 0 0
5 Locked QAM256 519000000 Hz 1.5 dBmV 41.4 dB 0 0
6 Locked QAM256 525000000 Hz 1.7 dBmV 41.6 dB 0 0
7 Locked QAM256 531000000 Hz 1.7 dBmV 41.5 dB 0 0
8 Locked QAM256 537000000 Hz 2.0 dBmV 41.4 dB 0 0
9 Locked QAM256 543000000 Hz 2.4 dBmV 41.7 dB 0 0
10 Locked QAM256 549000000 Hz 2.5 dBmV 41.7 dB 0 0
11 Locked QAM256 555000000 Hz 2.7 dBmV 41.5 dB 0 0
12 Locked QAM256 561000000 Hz 3.0 dBmV 41.5 dB 0 0
13 Locked QAM256 579000000 Hz 3.6 dBmV 41.6 dB 0 0
14 Locked QAM256 585000000 Hz 3.6 dBmV 41.6 dB 0 0
15 Locked QAM256 591000000 Hz 3.2 dBmV 41.3 dB 0 0
16 Locked QAM256 597000000 Hz 2.9 dBmV 41.4 dB 0 0
17 Locked QAM256 603000000 Hz 3.0 dBmV 41.4 dB 0 0
18 Locked QAM256 609000000 Hz 2.8 dBmV 41.4 dB 0 0
19 Locked QAM256 615000000 Hz 2.6 dBmV 41.3 dB 0 0
20 Locked QAM256 621000000 Hz 2.4 dBmV 41.2 dB 0 0
21 Locked QAM256 627000000 Hz 2.2 dBmV 41.2 dB 0 0
22 Locked QAM256 633000000 Hz 1.9 dBmV 41.1 dB 0 0
23 Locked QAM256 639000000 Hz 1.5 dBmV 41.0 dB 0 0
24 Locked QAM256 645000000 Hz 1.5 dBmV 41.0 dB 0 0
25 Locked QAM256 651000000 Hz 1.5 dBmV 41.1 dB 0 0
26 Locked QAM256 657000000 Hz 0.8 dBmV 40.8 dB 0 0
27 Locked QAM256 663000000 Hz 0.7 dBmV 40.8 dB 0 0
Contributor

Re: Line issues and brand new Arris 8200

After a few days of up and down, the situation got worst and more people around me started calling....the official outage was reported and....I was happy to see the awesome line technicians working on the line amp...they said that the another amp feeding my amp was faulty and the signals were all over the place, they were not surprised at all! Bottom line they fixed that, now the signal is stronger then before and stable, I have to even put -3db attenuator because I got +9db on some channels! 

Diamond Problem Solver

Re: Line issues and brand new Arris 8200

Glad it got straightened out !

Official Employee

Re: Line issues and brand new Arris 8200

 

marnow wrote: After a few days of up and down, the situation got worst and more people around me started calling....the official outage was reported and....I was happy to see the awesome line technicians working on the line amp...they said that the another amp feeding my amp was faulty and the signals were all over the place, they were not surprised at all! Bottom line they fixed that, now the signal is stronger then before and stable, I have to even put -3db attenuator because I got +9db on some channels! 

 

I am glad that we were able to get this taken care of for you, have a good day. 

Diamond Problem Solver

Re: Line issues and brand new Arris 8200

For realz ??? You weren't even a part of this thread..... And then you lock it...... Happy holidays pal....

Call me a troll again....