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SB8200 (and originally 6183) intermittent connectivity

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SB8200 (and originally 6183) intermittent connectivity

Hi There,

 

I've started experiencing intermittment connectivity loss with my Arris SB6183 in early April. I tried reseting, reverting changes on my router (pfSense 2.4), reseting the route, rolling back router updates etc...

 

So, I ordered a Arris SB8200 thinking hey I've had this modem for awhile so I'll give it a shot and upgrade. Same issue. Tried different router hardware, same issue. Tried an old netgear, same issue.

 

Contacted Comcast and got the run around that it was my equipment even though the 6183 worked for years prior. After some hemming and hawing, I got a tech out here. He noticed a splitter in the basement with around 8 connections (we only have the TV and modem). He removed the extra connections keeping just the 2. He also replaced the line from the pole to the house as he said it was probably 15+ years old given the sheathing on it.

 

The irony is the day he came, I hadn't experience the drop at all that day but normally it happened 2-5 times a day. Usually rebooting the modem only worked. Sometimes a release\renew on the router was necessary.

 

When this happened, I wasn't able to hit the modem status page until lastnight which is when I saw DOCIS Network Access Enabled: Denied and Connectivty State: Access Denied. Screenshot attached.

Sometimes it would stay steady for a couple of hours. Other times it would last 15-30 minutes before needing another kick.

 

Channel levels below. I also see this in the log alot. It doesn't actually have any new log entries either. It's either from earlier this month or from 1/1/1970

 

Any help or pointers before I call support again would be greatly appreciated!

 

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

 

5-7-2018, 16:13:58 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx;CMTS-MAC=xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"


5-7-2018, 16:7:58 Critical(3) "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx;CMTS-MAC=xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;"

 

 
Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
29 Locked QAM256 675000000 Hz 2.0 dBmV 40.6 dB 0 0
1 Locked QAM256 507000000 Hz 3.0 dBmV 41.7 dB 0 0
2 Locked QAM256 513000000 Hz 3.1 dBmV 41.6 dB 1 0
3 Locked QAM256 519000000 Hz 3.0 dBmV 41.4 dB 0 0
4 Locked QAM256 525000000 Hz 2.9 dBmV 41.3 dB 0 0
5 Locked QAM256 531000000 Hz 3.0 dBmV 41.2 dB 0 0
6 Locked QAM256 537000000 Hz 3.0 dBmV 41.3 dB 0 0
7 Locked QAM256 543000000 Hz 3.3 dBmV 41.2 dB 0 0
8 Locked QAM256 549000000 Hz 3.6 dBmV 41.2 dB 0 0
9 Locked QAM256 555000000 Hz 4.2 dBmV 41.6 dB 0 0
10 Locked QAM256 561000000 Hz 4.6 dBmV 41.8 dB 0 0
11 Locked QAM256 567000000 Hz 4.7 dBmV 41.7 dB 0 0
12 Locked QAM256 573000000 Hz 4.8 dBmV 41.6 dB 0 0
13 Locked QAM256 579000000 Hz 4.9 dBmV 41.4 dB 0 0
14 Locked QAM256 585000000 Hz 4.7 dBmV 41.3 dB 1 0
15 Locked QAM256 591000000 Hz 4.4 dBmV 41.3 dB 0 0
16 Locked QAM256 597000000 Hz 4.1 dBmV 41.2 dB 0 0
17 Locked QAM256 603000000 Hz 4.1 dBmV 41.2 dB 0 0
18 Locked QAM256 609000000 Hz 3.7 dBmV 41.2 dB 0 0
19 Locked QAM256 615000000 Hz 3.4 dBmV 41.1 dB 0 0
20 Locked QAM256 621000000 Hz 3.2 dBmV 41.0 dB 0 0
21 Locked QAM256 627000000 Hz 2.7 dBmV 40.7 dB 0 0
22 Locked QAM256 633000000 Hz 2.5 dBmV 40.7 dB 0 0
23 Locked QAM256 639000000 Hz 2.1 dBmV 40.7 dB 0 0
24 Locked QAM256 645000000 Hz 2.0 dBmV 40.6 dB 0 0
25 Locked QAM256 651000000 Hz 2.1 dBmV 40.9 dB 0 0
26 Locked QAM256 657000000 Hz 1.9 dBmV 40.7 dB 0 0
27 Locked QAM256 663000000 Hz 1.9 dBmV 40.7 dB 0 0
28 Locked QAM256 669000000 Hz 2.1 dBmV 40.8 dB 0 0
30 Locked QAM256 681000000 Hz 2.1 dBmV 40.5 dB 0 0
31 Locked QAM256 687000000 Hz 2.4 dBmV 40.6 dB 0 0
32 Locked QAM256 693000000 Hz 2.5 dBmV 40.6 dB 0 0
159 Locked Other 702000000 Hz 4.7 dBmV 39.8 dB 924 3
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM 36500000 Hz 6400000 Hz 44.5 dBmV
2 2 Locked SC-QAM 30100000 Hz 6400000 Hz 45.0 dBmV
3 3 Locked SC-QAM 23700000 Hz 6400000 Hz 44.5 dBmV

 

 

Capture.PNG
Expert

Re: SB8200 (and originally 6183) intermittent connectivity

Hi @shaun040,

Your power levels look pretty good, but you clearly have something going on there. Since you've already had a tech out...

 

I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 

 

FYI: They owe you a $20 credit for every tech visit after the first for the same problem. You can also get a credit for your service from the time you first reported the issue until it is resolved.

 


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

Re: SB8200 (and originally 6183) intermittent connectivity

Hello shaun040. I can assist with further troubleshooting your intermittent connectivity issues. As nerdburg suggested, I'd like to start with polling 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. Please send me a private message and include your full name and account primary phone number so I can access your equipment.