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Poor connection - using Arris Surfboard SB6183 cable modem

Regular Visitor

Poor connection - using Arris Surfboard SB6183 cable modem

We were having poor connectivity (phones would not backup, video would not stream properly, etc.) and sending refresh signal to modem did not help. Xfinity technician came out and determined that signal to house was poor and replaced cable. He determined that signal strength to modem was good. However, speed tests on a computer directly connected via Ethernet to the modem showed low download speeds and upload test might or might not work.  Should have Blast tier speeds and were getting single digit download speeds. He recommended replacing the modem. Got another modem identical to the first. Same problem.  Called Arris tech support. The Arris tech asked me to run some tests, do a factory reset, etc. and concluded that the modem was not being provisioned properly. Called Comcast. Comcast says that the modem is being provisioned properly and thinks I should try a different modem.  I am willing to do so while I can sitll return the new one to Best Buy, but I am not sure that is really the problem. If I replace it, I will try a different brand the next time.  I will post data from the modem below. Your advice would be most welcome. Thanks!

 

Here is the data from the modem:

Version:1.0 StartHTML:000000184 EndHTML:000005939 StartFragment:000001712 EndFragment:000005840 StartSelection:000001774 EndSelection:000005805 SourceURL:http://192.168.100.1/Status

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

 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 10 525000000 Hz 1.3 dBmV 41.3 dB 0 0
2 Locked QAM256 11 531000000 Hz 0.8 dBmV 41.1 dB 0 0
3 Locked QAM256 12 537000000 Hz 0.2 dBmV 40.3 dB 0 0
4 Locked QAM256 13 543000000 Hz 0.8 dBmV 41.0 dB 0 0
5 Locked QAM256 14 549000000 Hz 0.4 dBmV 41.0 dB 0 0
6 Locked QAM256 15 555000000 Hz 0.7 dBmV 41.1 dB 0 0
7 Locked QAM256 16 561000000 Hz 0.8 dBmV 41.0 dB 0 0
8 Locked QAM256 17 567000000 Hz 1.5 dBmV 41.6 dB 0 0
9 Locked QAM256 18 573000000 Hz 1.9 dBmV 41.9 dB 0 0
10 Locked QAM256 19 579000000 Hz 0.9 dBmV 41.3 dB 0 0
11 Locked QAM256 20 585000000 Hz 1.1 dBmV 41.4 dB 0 0
12 Locked QAM256 21 591000000 Hz 1.1 dBmV 41.4 dB 0 0
13 Locked QAM256 22 597000000 Hz 0.2 dBmV 40.7 dB 0 0
14 Locked QAM256 23 603000000 Hz 0.1 dBmV 40.7 dB 0 0
15 Locked QAM256 24 609000000 Hz 0.3 dBmV 40.7 dB 0 0
16 Locked QAM256 25 615000000 Hz -0.1 dBmV 40.3 dB 0 0

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 43 5120 Ksym/sec 24000000 Hz 37.8 dBmV
2 Locked ATDMA 41 5120 Ksym/sec 36800000 Hz 39.0 dBmV
3 Locked ATDMA 42 5120 Ksym/sec 30400000 Hz 39.3 dBmV
Regular Visitor

Re: Poor connection - using Arris Surfboard SB6183 cable modem

Here is the event log

Version:1.0 StartHTML:000000198 EndHTML:000012988 StartFragment:000001649 EndFragment:000012896 StartSelection:000001675 EndSelection:000012863 SourceURL:http://192.168.100.1/RgEventLog.aspEvent Log

to help diagnose and correct problems, if any should occur.

Time Priority Description
Fri Jun 22 08:36:15 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 22 08:13:40 2018 Warning (5) Dynamic Range Window violation
Fri Jun 22 08:13:31 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Warning (5) ToD request sent - No Response received;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Jun 22 07:49:16 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Jun 22 07:45:41 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Jun 22 07:44:02 2018 Critical (3) Resetting the cable modem due to docsDevResetNow
Fri Jun 22 07:42:45 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 22 07:38:42 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Jun 22 07:31:25 2018 Critical (3) Resetting the cable modem due to docsDevResetNow
Fri Jun 22 07:30:47 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Fri Jun 22 07:16:06 2018 Critical (3) REG RSP not received;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Tue Jun 19 21:46:39 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Tue Jun 19 21:45:18 2018 Critical (3) Resetting the cable modem due to docsDevResetNow
Tue Jun 19 21:42:46 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 19 21:07:09 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 19 20:50:16 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 19 20:48:51 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 19 20:43:24 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 19 20:40:35 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 19 20:29:19 2018 Critical (3) REG RSP not received;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Tue Jun 19 20:06:18 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 19 20:06:16 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 19 20:06:07 2018 Critical (3) REG RSP not received;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Tue Jun 19 20:01:02 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 19 19:57:35 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:01:5c:92:1a:50;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=bc:2e:48:d8:48:9b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
 
Regular Visitor

Re: Poor connection - using Arris Surfboard SB6183 cable modem

P.S. I have also tried using different Ethernet cables.

 

Valued Contributor

Re: Poor connection - using Arris Surfboard SB6183 cable modem

You are showing a large amount of US errors and T3 timeouts.  I would lean towards there being an ingress issue somewhere on the line that needs checked out.  From your end just make sure all of your connections are tight on the equipment and eliminate any unused lines that are hooked up.  Other than that it might be worth your time to have a technician check out your line for any possible issues.  

Expert

Re: Poor connection - using Arris Surfboard SB6183 cable modem

@Emy22,

I agree with @Ronny_Cordova, you probably will need a tech to get that sorted out. 

 

I've asked a Comcast employee to help you. You should expect a reply in this thread. 

 

You might find some helpful information in the troubleshooting guide.


I am not a Comcast employee, just a moderator. Pls observe Wheaton's Law.
Regular Visitor

Re: Poor connection - using Arris Surfboard SB6183 cable modem

I exchanged the Arris for a Netgear CM 700. Had to call Comcast to get it activated. Problem still exists. Comcast online tech thinks that it is a line issue, but he’s puzzled since line seemed OK when local tech was out last Tuesday. Plan to schedule another house call, but it may be a while until we can be home when a tech comes. 

Official Employee

Re: Poor connection - using Arris Surfboard SB6183 cable modem

Hi Emy22. I can help you get a technician visit scheduled. I'd also like to poll the CMTS for real-time and historical RF signal reports from your modem. I can also check your local Node/Plant for any degradation or error reports. To get started, please send me a private message and include your full name and account primary phone number so I can access your equipment.