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Modem (SB82000) misconfiguration?

Regular Visitor

Modem (SB82000) misconfiguration?

I'm having some issue with my device. First, I'm getting an error code DFPLN4011 when trying to view or manage my devices via the Xfinity website.  It says "We're sorry. It looks like you'll need some help managing your equipment. Please call 877-680-7173 and one of our friendly and knowledgeable representatives can help." I'm only getting 350ish download speed and 40ish upload speed on wired devices, 230ish download, and 30ish upload on the wireless. Any advice?

 

 

 

Procedure Status Comment
Acquire Downstream Channel 657000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 

 
Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
33 Locked QAM256 657000000 Hz -0.4 dBmV 41.6 dB 0 0
1 Locked QAM256 453000000 Hz 0.1 dBmV 42.4 dB 0 0
2 Locked QAM256 459000000 Hz -0.1 dBmV 42.3 dB 0 0
3 Locked QAM256 465000000 Hz 0.3 dBmV 42.6 dB 0 0
4 Locked QAM256 471000000 Hz 0.1 dBmV 42.6 dB 0 0
5 Locked QAM256 477000000 Hz -0.1 dBmV 42.3 dB 0 0
6 Locked QAM256 483000000 Hz 0.0 dBmV 42.4 dB 0 0
7 Locked QAM256 489000000 Hz 0.1 dBmV 42.6 dB 0 0
8 Locked QAM256 495000000 Hz -0.2 dBmV 42.1 dB 0 0
9 Locked QAM256 519000000 Hz -0.1 dBmV 41.9 dB 0 0
10 Locked QAM256 525000000 Hz 0.7 dBmV 42.5 dB 0 0
11 Locked QAM256 531000000 Hz 1.3 dBmV 43.3 dB 0 0
12 Locked QAM256 537000000 Hz 0.9 dBmV 42.7 dB 0 0
13 Locked QAM256 543000000 Hz 0.9 dBmV 42.9 dB 0 0
14 Locked QAM256 549000000 Hz 1.5 dBmV 43.1 dB 0 0
16 Locked QAM256 561000000 Hz 1.0 dBmV 42.5 dB 0 0
17 Locked QAM256 567000000 Hz 1.6 dBmV 43.3 dB 0 0
18 Locked QAM256 573000000 Hz 1.2 dBmV 43.0 dB 0 0
19 Locked QAM256 579000000 Hz 0.6 dBmV 42.3 dB 0 0
20 Locked QAM256 585000000 Hz 1.0 dBmV 42.7 dB 0 0
21 Locked QAM256 591000000 Hz 1.3 dBmV 43.0 dB 0 0
22 Locked QAM256 597000000 Hz 0.5 dBmV 42.0 dB 0 0
23 Locked QAM256 603000000 Hz 0.5 dBmV 42.1 dB 0 0
24 Locked QAM256 609000000 Hz 0.8 dBmV 42.3 dB 0 0
25 Locked Other 690000000 Hz -0.1 dBmV 38.0 dB 2200803 0
26 Not Locked QAM256 0 Hz 0.0 dBmV 42.5 dB 0 0
27 Locked QAM256 615000000 Hz 1.0 dBmV 42.2 dB 0 0
28 Locked QAM256 621000000 Hz 0.6 dBmV 42.3 dB 0 0
29 Locked QAM256 627000000 Hz 0.6 dBmV 42.2 dB 0 0
30 Locked QAM256 633000000 Hz 0.6 dBmV 42.2 dB 0 0
31 Locked QAM256 639000000 Hz 0.4 dBmV 42.2 dB 0 0
32 Locked QAM256 645000000 Hz 0.7 dBmV 42.2 dB 0 0


 

 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 18 Locked SC-QAM Upstream 23700000 Hz 6400000 Hz 50.0 dBmV
2 17 Locked SC-QAM Upstream 17300000 Hz 6400000 Hz 49.0 dBmV
3 19 Locked SC-QAM Upstream 30100000 Hz 6400000 Hz 51.0 dBmV
4 20 Locked SC-QAM Upstream 36500000 Hz 6400000 Hz 51.0 dBmV




Regular Visitor

Re: Modem (SB82000) misconfiguration?

Date Time Event ID Event Level Description
07/18/2019 18:45 74010100 6 "CM-STATUS message sent. Event Type Code: 22; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=fc:ae:34:ed:60:2d;CMTS-MAC=00:01:5c:8e:00:4a;CM-QOS=1.1;CM-VER=3.1;"
07/18/2019 18:44 74010100 6 "CM-STATUS message sent. Event Type Code: 20; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=fc:ae:34:ed:60:2d;CMTS-MAC=00:01:5c:8e:00:4a;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 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=fc:ae:34:ed:60:2d;CMTS-MAC=00:01:5c:8e:00:4a;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=fc:ae:34:ed:60:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
07/18/2019 17:49 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=fc:ae:34:ed:60:2d;CMTS-MAC=00:01:5c:8e:00:4a;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=fc:ae:34:ed:60:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:01 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=fc:ae:34:ed:60:2d;CMTS-MAC=00:01:5c:8e:00:4a;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:01 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=fc:ae:34:ed:60:2d;CMTS-MAC=00:00:00:00:00:00;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=fc:ae:34:ed:60:2d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
Expert

Re: Modem (SB82000) misconfiguration?

The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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Expert

Re: Modem (SB82000) misconfiguration?

P.S., you can't manage that modem remotely as it is not a Comcast supplied gateway device. You can however, re-boot it at that site.



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Highlighted
Expert

Re: Modem (SB82000) misconfiguration?


@aagulto wrote:

I'm only getting 350ish download speed and 40ish upload speed on wired devices, 230ish download, and 30ish upload on the wireless. Any advice?


Given your upload speeds don't seem to be affected much, in addition to checking your wiring as mentioned by @EG  above,  try elminating your router (what's the make and model?)  from the equation by connecting the modem directly to a computer, via ethernet, withoout any other devices. 

 

More information here:


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Regular Visitor

Re: Modem (SB82000) misconfiguration?

I figured it out. Thank you for all your feedback!

Expert

Re: Modem (SB82000) misconfiguration?

Good to hear but can you please share the solution so that all readers here may benefit ?


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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!