Hello:
To keep it short the Arris 6190 that I was using for 2.5 years stopped working the moment I signed another contract with xfinity. I bough a brand new 6190 but that one also did not worked. Both times the upstream link didn't come up as bonded. So I bough Netgear CM700.
This Netgear modem shows both upstream and downstrem LED as bonded, it's just the network LED that keeps on blinking. Inretestingly - if the modem is connected and Comcast hasn't activated the modem all LEDs looks good and I'm redirected to some Comcast page to activate the modem. Meaning the Internet works fine with just Comcast website, and DNS works as well.
It's just when modem is activated by Comcast I see network LED blinking non-stop while down/up-stream show bonded. The modem is directly connected to the cable coming from the wall without any splitter or anything else in the way. 3 techs have checked and said signal is good and their own Cisco cable modem works fine.
Either my modem is blocked or the power level to my suspecion (I guess upstream) is too much. Any help would be greatly appreciated.
(LOGS )When Comcast tried to activate the modem:
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Dec 30 2019 07:22:02
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Warning (5)
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MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
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Dec 30 2019 07:25:00
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Critical (3)
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SYNC Timing Synchronization failure - Loss of Sync
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Dec 30 2019 07:25:06
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Warning (5)
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Lost MDD Timeout
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Dec 30 2019 07:28:40
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Critical (3)
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Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
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Signal status:
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Frequency start Value
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This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
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Startup Procedure
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Procedure
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Status
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Comment
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Acquire Downstream Channel
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999000000 Hz
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Locked
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Connectivity State
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Ok
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Operational
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Boot State
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Ok
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Operational
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Security
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Enabled
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BPI+
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IP Provisioning Mode
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Honor MDD
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honorMdd(4)
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Downstream Bonded Channels
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Channel
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Lock Status
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Modulation
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Channel ID
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Frequency
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Power
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SNR
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Correctables
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UnCorrectables
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1
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Locked
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QAM 256
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1
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519000000 Hz
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0.4 dBmV
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40.3 dB
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0
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0
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2
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Locked
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QAM 256
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2
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525000000 Hz
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0.2 dBmV
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40.3 dB
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0
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0
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3
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Locked
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QAM 256
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3
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531000000 Hz
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0.4 dBmV
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40.3 dB
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0
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0
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4
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Locked
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QAM 256
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4
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537000000 Hz
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0.5 dBmV
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40.9 dB
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0
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0
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5
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Locked
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QAM 256
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5
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543000000 Hz
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0.2 dBmV
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40.3 dB
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0
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0
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6
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Locked
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QAM 256
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6
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549000000 Hz
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0.7 dBmV
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40.3 dB
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0
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0
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7
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Locked
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QAM 256
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7
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555000000 Hz
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0.5 dBmV
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40.3 dB
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0
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0
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8
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Locked
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QAM 256
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8
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561000000 Hz
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1.0 dBmV
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40.3 dB
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0
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0
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9
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Locked
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QAM 256
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9
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567000000 Hz
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1.2 dBmV
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40.3 dB
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0
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0
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10
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Locked
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QAM 256
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10
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573000000 Hz
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1.0 dBmV
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40.3 dB
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0
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0
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11
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Locked
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QAM 256
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11
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579000000 Hz
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1.7 dBmV
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40.9 dB
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0
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0
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12
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Locked
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QAM 256
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12
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585000000 Hz
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1.2 dBmV
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40.3 dB
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0
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0
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13
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Locked
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QAM 256
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13
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591000000 Hz
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1.4 dBmV
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40.3 dB
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0
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0
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14
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Locked
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QAM 256
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14
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597000000 Hz
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1.5 dBmV
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40.9 dB
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0
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0
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15
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Locked
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QAM 256
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15
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603000000 Hz
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1.2 dBmV
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40.3 dB
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0
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0
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16
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Locked
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QAM 256
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16
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609000000 Hz
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1.5 dBmV
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40.3 dB
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0
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0
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17
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Locked
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QAM 256
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17
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615000000 Hz
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1.0 dBmV
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40.3 dB
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0
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0
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18
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Locked
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QAM 256
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18
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813000000 Hz
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2.5 dBmV
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40.3 dB
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8
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0
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19
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Locked
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QAM 256
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19
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819000000 Hz
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3.0 dBmV
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40.3 dB
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0
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0
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20
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Locked
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QAM 256
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20
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825000000 Hz
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3.0 dBmV
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40.3 dB
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0
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0
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21
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Locked
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QAM 256
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21
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831000000 Hz
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3.5 dBmV
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40.9 dB
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0
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0
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22
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Locked
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QAM 256
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22
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837000000 Hz
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3.7 dBmV
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40.3 dB
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0
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0
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23
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Locked
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QAM 256
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23
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843000000 Hz
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3.2 dBmV
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40.3 dB
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0
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0
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24
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Locked
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QAM 256
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24
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849000000 Hz
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3.7 dBmV
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41.1 dB
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0
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0
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25
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Locked
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QAM 256
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25
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855000000 Hz
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3.0 dBmV
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39.9 dB
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0
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0
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26
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Locked
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QAM 256
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26
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861000000 Hz
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2.7 dBmV
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39.9 dB
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0
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0
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27
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Locked
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QAM 256
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27
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867000000 Hz
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2.7 dBmV
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39.9 dB
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0
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0
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28
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Locked
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QAM 256
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28
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873000000 Hz
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2.2 dBmV
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39.9 dB
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0
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0
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29
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Locked
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QAM 256
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29
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879000000 Hz
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2.0 dBmV
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40.4 dB
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0
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0
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30
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Locked
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QAM 256
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30
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885000000 Hz
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1.4 dBmV
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39.5 dB
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0
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0
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31
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Locked
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QAM 256
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32
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891000000 Hz
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1.7 dBmV
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39.9 dB
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4
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0
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32
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Locked
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QAM 256
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31
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999000000 Hz
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1.2 dBmV
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38.9 dB
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0
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0
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Upstream Bonded Channels
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Channel
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Lock Status
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US Channel Type
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Channel ID
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Symbol Rate
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Frequency
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Power
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1
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Locked
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ATDMA
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8
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5120 Ksym/sec
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17300000 Hz
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45.5 dBmV
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2
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Locked
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ATDMA
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7
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5120 Ksym/sec
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23700000 Hz
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45.3 dBmV
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3
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Locked
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ATDMA
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6
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5120 Ksym/sec
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30100000 Hz
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45.8 dBmV
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4
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Locked
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ATDMA
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5
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5120 Ksym/sec
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36500000 Hz
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45.8 dBmV
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5
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Not Locked
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N/A
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Unknown
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0 Ksym/sec
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0 Hz
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0.0 dBmV
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6
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Not Locked
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N/A
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Unknown
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0 Ksym/sec
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0 Hz
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0.0 dBmV
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7
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Not Locked
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N/A
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Unknown
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0 Ksym/sec
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0 Hz
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0.0 dBmV
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8
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Not Locked
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N/A
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Unknown
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0 Ksym/sec
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0 Hz
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0.0 dBmV
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Current System Time: Mon Dec 30 20:04:05 2019
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System Up Time: 01:56:07
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fragmire
Contributor
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15 Messages
6 years ago
What you described sounds like what I've been expericing for the past few days.
In short:
The answer is that the new speed tiers aren't supposed to go live until tomorrow (Jan 7), but some of the configuration changes were already pushed, so the modems have trouble figuring out what to do with it.
The solution is to wait a couple days and try again. The push is supposed to happen tomorrow in stages starting in the morning, so there's no guarantee on when it'll hit your line.
Thread describing my issue and troubleshooting: https://forums.xfinity.com/t5/Your-Home-Network/can-t-connect-to-internet-since-halfway-through-contract/m-p/3295965
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fragmire
Contributor
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15 Messages
5 years ago
From Comcast tech who just visited:
Other modems have resumed operation, but SB6190 still cannot connect, likely due to firmware issues. I'm currently connected via a Motorola MB7621 I bought a few days ago.
The "solution" is to raise the issue with Arris support, so they hopefully acknowledge it and provide a firmware update to Comcast ASAP. Please see https://forums.xfinity.com/t5/Your-Home-Network/can-t-connect-to-internet-since-contract-renewal/m-p/3296619/highlight/false#M313926 for more detail.
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nk2300
Regular Visitor
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4 Messages
5 years ago
Hi there:
Really appreciate your reply. I do get some satisfaction that I'm not alone 🙂
Today I'm going to try again using my Netgear 700 modem. Not sure about firmware - because it's the ISP who controlls what firmware the modem should be using as only they control it. and I guess that is the protocol.
I'm curious if you were suggested by the tech or the Xfinity customer support to get any signal for uplink or downlink changed or anything else?
I'll share my experience later by tonight or tomorrow.
Thanks again!
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fragmire
Contributor
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15 Messages
5 years ago
Your modem power level and SNR both look fine -- much better than mine, in fact.
My SB6190 is still refusing to connect, and I'm not having any luck with ARRIS customer support. Given that I've had the SB6190 for ~3 years, I've more than recovered its cost through the modem rental fee savings. I'll probably write off the SB6190 as a lost cause and use the Motorola MB7621 instead.
I hope you have better luck than I.
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nk2300
Regular Visitor
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4 Messages
5 years ago
Hia there:
Based on your feedback I reached out to xfinity customer care and my Netgear CM700 was activated under a minute!
This is totally biazzare how come signing new contract caused a modem to stop working and not just that the even the brand new one didn't work. I returned the Comcast rented modem and want to continue on my Netgear modem.
Thanks again for sharing your feedback. your response was far more helpful than the help from Xfinity!
Good luck with your Motorola modem.
cheers.
Happy surfing!
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nk2300
Regular Visitor
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4 Messages
5 years ago
quick note:
My 2.7 year Arris 6190 still showed issues with upstream, while downstarem looked good. Netgear looked good all through. hth!
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fragmire
Contributor
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15 Messages
5 years ago
Thanks. My MB7621 is happily humming along, and I've returned the Comcast rental.
ARRIS customer service grudgingly agreed to take my report into consideration, but I don't expect much to come out of it, at least not in the short term where it'd matter. I plan to keep the SB6190 around as a backup, since it does have more downstream channels than the MB7621, and may one day become useful again if they fix the issue.
I guess the important part of we're all back online!
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