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Multiple slowdowns and/or modem resets per day

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Regular Visitor

Multiple slowdowns and/or modem resets per day

Recently installed an Arris SB6190 modem.  Device Info page flags modem as "Incompatible based on filters."  Had a similar problem with an SB6183 last year.  After five service calls Comcast replaced all outside coax and hardware.  One "official" splitter for TV.  The issue appeared to be somewhat resolved.   Have not yet contacted customer service.  Any advice would be appreciated.

 

Cheers,

dave k

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Nominal performance with speed test data:

Startup Procedure                                                               Test Date: May 22, 2020 8:12
Procedure Status                                                                 Comment Download: 190.83 Mbps
Acquire Downstream Channel Locked                           Upload: 6.01 Mbps
Connectivity State OK Operational                                  Ping: 8 ms
Boot State OK Operational                                                Connection Type: Ethernet
Configuration File OK                                                          Server: PCI Broadband
Security Enabled BPI+                                                         
DOCSIS Network Access Enabled Allowed                   
Downstream Bonded Channels

 

Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 16 531.00 MHz 0.40 dBmV 38.61 dB 955 4984
2 Locked 256QAM 4 453.00 MHz 1.50 dBmV 38.98 dB 5616317 4098064
3 Locked 256QAM 5 459.00 MHz 0.80 dBmV 38.61 dB 3002526 2243142
4 Locked 256QAM 6 465.00 MHz 0.90 dBmV 38.61 dB 2249795 1553551
5 Locked 256QAM 7 471.00 MHz 0.80 dBmV 38.98 dB 1243122 715574
6 Locked 256QAM 8 477.00 MHz 0.80 dBmV 38.98 dB 981788 691757
7 Locked 256QAM 9 483.00 MHz 0.80 dBmV 38.98 dB 600052 154501
8 Locked 256QAM 10 489.00 MHz 1.00 dBmV 38.98 dB 331853 96601
9 Locked 256QAM 11 495.00 MHz 0.80 dBmV 38.61 dB 257 2283
10 Locked 256QAM 12 507.00 MHz 0.20 dBmV 38.98 dB 418 3172
11 Locked 256QAM 13 513.00 MHz 0.00 dBmV 38.98 dB 775 2845
12 Locked 256QAM 14 519.00 MHz -0.30 dBmV 38.98 dB 979 2944
13 Locked 256QAM 15 525.00 MHz 0.30 dBmV 38.98 dB 819 5095
14 Locked 256QAM 17 537.00 MHz 0.10 dBmV 38.98 dB 750 4244
15 Locked 256QAM 18 543.00 MHz -0.30 dBmV 38.61 dB 975 7151
16 Locked 256QAM 19 549.00 MHz -0.60 dBmV 38.98 dB 920 7549
17 Locked 256QAM 20 555.00 MHz -0.90 dBmV 38.61 dB 910 4980
18 Locked 256QAM 21 561.00 MHz -0.90 dBmV 38.61 dB 1019 6117
19 Locked 256QAM 22 567.00 MHz -0.80 dBmV 38.98 dB 1148 6829
20 Locked 256QAM 23 573.00 MHz -0.90 dBmV 38.98 dB 1156 8218
21 Locked 256QAM 24 579.00 MHz -0.70 dBmV 38.61 dB 1287 7901
22 Locked 256QAM 25 585.00 MHz -1.00 dBmV 38.98 dB 1420 9124
23 Locked 256QAM 26 591.00 MHz -0.70 dBmV 38.61 dB 1125 9381
24 Locked 256QAM 27 597.00 MHz -0.80 dBmV 37.64 dB 2357 11805
25 Locked 256QAM 28 603.00 MHz -0.40 dBmV 38.20 dB 556 6491
26 Locked 256QAM 29 609.00 MHz 0.00 dBmV 37.60 dB 1051 8432
27 Locked 256QAM 30 615.00 MHz 0.50 dBmV 37.90 dB 881 9107
28 Locked 256QAM 31 621.00 MHz 1.90 dBmV 37.60 dB 1033 8449
29 Locked 256QAM 32 627.00 MHz 4.40 dBmV 37.90 dB 550 5078
30 Locked 256QAM 33 633.00 MHz 6.10 dBmV 38.60 dB 564 7566
31 Locked 256QAM 34 639.00 MHz 6.20 dBmV 38.90 dB 358 3551
32 Locked 256QAM 35 645.00 MHz 5.40 dBmV 38.60 dB 111 2312

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 kSym/s 30.10 MHz 37.00 dBmV
2 Locked ATDMA 4 5120 kSym/s 17.30 MHz 36.25 dBmV
3 Locked ATDMA 3 5120 kSym/s 23.70 MHz 36.25 dBmV
4 Locked ATDMA 1 5120 kSym/s 36.50 MHz 36.75 dBmV
------------------------------------------------------------

 Degraded performance with speed test data:

Startup Procedure                                                                  Test Date: May 19, 2020 12:35
Procedure Status Comment                                                Download: 47.44 Mbps
Acquire Downstream Channel Locked                             Upload: 6.05 Mbps
Connectivity State OK Operational                                    Ping: 9 ms
Boot State OK Operational                                                  Connection Type: Ethernet
Configuration File OK                                                           Server: PCI Broadband
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed
Downstream Bonded Channels

 

Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 16 531.00 MHz -0.30 dBmV 38.98 dB 238450 152009
2 Locked 256QAM 17 537.00 MHz -0.50 dBmV 38.61 dB 284488 148151
3 Locked 256QAM 18 543.00 MHz -0.70 dBmV 38.61 dB 322841 186395
4 Locked 256QAM 19 549.00 MHz -0.80 dBmV 38.98 dB 353322 219255
5 Locked 256QAM 20 555.00 MHz -0.80 dBmV 38.61 dB 355396 247915
6 Locked 256QAM 21 561.00 MHz -0.60 dBmV 38.61 dB 381676 253097
7 Locked 256QAM 22 567.00 MHz -0.10 dBmV 38.61 dB 444089 336999
8 Locked 256QAM 23 573.00 MHz 0.30 dBmV 38.98 dB 502310 381791
9 Locked 256QAM 24 579.00 MHz 0.80 dBmV 38.61 dB 521320 471042
10 Locked 256QAM 25 585.00 MHz 0.70 dBmV 38.98 dB 638829 571830
11 Locked 256QAM 26 591.00 MHz 1.20 dBmV 38.61 dB 689988 656794
12 Locked 256QAM 27 597.00 MHz 1.10 dBmV 38.61 dB 877175 911132
13 Locked 256QAM 28 603.00 MHz 1.00 dBmV 38.61 dB 3024917 2632169
14 Locked 256QAM 29 609.00 MHz 0.70 dBmV 38.61 dB 405752 181
15 Locked 256QAM 30 615.00 MHz -0.20 dBmV 38.61 dB 4622 102
16 Locked 256QAM 31 621.00 MHz -0.90 dBmV 38.61 dB 689 116
17 Locked 256QAM 32 627.00 MHz -1.50 dBmV 38.61 dB 1016 3311
18 Locked 256QAM 33 633.00 MHz -2.70 dBmV 38.61 dB 1037 3102
19 Locked 256QAM 34 639.00 MHz -4.20 dBmV 37.36 dB 4913 2203
20 Locked 256QAM 35 645.00 MHz -5.80 dBmV 36.39 dB 3409 33
21 Locked 256QAM 36 651.00 MHz -8.10 dBmV 35.60 dB 24517 0
22 Locked 256QAM 37 657.00 MHz -11.20 dBmV 33.49 dB 491727 3
23 Locked 256QAM 38 663.00 MHz -14.80 dBmV 30.42 dB 16422194 55984
24 Locked 256QAM 39 669.00 MHz -19.40 dBmV 26.97 dB 59602134 44400464
25 Not Locked ---- 40 675.00 MHz ---- ---- ---- ----
26 Locked 256QAM 41 681.00 MHz -15.70 dBmV 30.40 dB 303 0
27 Locked 256QAM 42 687.00 MHz -12.80 dBmV 32.80 dB 108 0
28 Locked 256QAM 43 693.00 MHz -10.40 dBmV 34.30 dB 67 0
29 Locked 256QAM 44 699.00 MHz -9.00 dBmV 35.20 dB 67 0
30 Locked 256QAM 45 705.00 MHz -7.80 dBmV 36.10 dB 49 0
31 Locked 256QAM 46 711.00 MHz -7.30 dBmV 35.50 dB 59 0
32 Locked 256QAM 47 717.00 MHz -6.90 dBmV 36.20 dB 51 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 kSym/s 30.10 MHz 38.50 dBmV
2 Locked ATDMA 4 5120 kSym/s 17.30 MHz 37.50 dBmV
3 Locked ATDMA 3 5120 kSym/s 23.70 MHz 37.75 dBmV
4 Locked ATDMA 1 5120 kSym/s 36.50 MHz 38.25 dBmV

Highlighted
Expert

Re: Multiple slowdowns and/or modem resets per day

There is a problem starting at downstream channel number 22 in the second pic. The power levels and the SNR's start to go out of spec. There is probably intermittent noise ingressing into the line somewhere at those higher frequencies.

 

That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, 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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Highlighted
Regular Visitor

Re: Multiple slowdowns and/or modem resets per day

Thanks EG, I'll make the call.

 

Cheers,

dave k

 

Highlighted
Expert

Re: Multiple slowdowns and/or modem resets per day

Good luck ! Stay 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!