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SB8200 dropping internet

Regular Visitor

SB8200 dropping internet

I bought the SB8200 modem and it randomly dropped my internet and needed to be reset. I called the manufacturer(Arris) and was advised that my Upstream powers levels(29) were too low. I had a comcast tech sent out. He said that my internet was fine and power levels could not be changed. He suggested that i replace my modem. I replaced the modem and am still having the same issues. Any help to find a solution would be greatly appreciated. 

Expert

Re: SB8200 dropping internet

That's not very much information - you need to post ALL the information requested in this post


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Regular Visitor

Re: SB8200 dropping internet

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 669000000 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
31 Locked QAM256 669000000 Hz 5.6 dBmV 39.4 dB 0 0
1 Locked QAM256 489000000 Hz 6.9 dBmV 40.1 dB 0 0
2 Locked QAM256 495000000 Hz 7.0 dBmV 40.1 dB 0 0
3 Locked QAM256 501000000 Hz 6.8 dBmV 40.2 dB 0 0
4 Locked QAM256 507000000 Hz 6.8 dBmV 40.3 dB 0 0
5 Locked QAM256 513000000 Hz 7.1 dBmV 40.4 dB 0 0
6 Locked QAM256 519000000 Hz 7.8 dBmV 40.4 dB 0 0
7 Locked QAM256 525000000 Hz 8.1 dBmV 40.5 dB 0 0
8 Locked QAM256 531000000 Hz 8.3 dBmV 40.5 dB 0 0
9 Locked QAM256 537000000 Hz 8.3 dBmV 40.4 dB 0 0
10 Locked QAM256 543000000 Hz 7.9 dBmV 39.8 dB 0 0
11 Locked QAM256 549000000 Hz 7.7 dBmV 40.1 dB 0 0
12 Locked QAM256 555000000 Hz 7.4 dBmV 40.1 dB 0 0
13 Locked QAM256 561000000 Hz 7.3 dBmV 40.3 dB 0 0
14 Locked QAM256 567000000 Hz 7.0 dBmV 40.2 dB 0 0
15 Locked QAM256 573000000 Hz 6.9 dBmV 40.1 dB 0 0
16 Locked QAM256 579000000 Hz 7.2 dBmV 40.2 dB 0 0
17 Locked QAM256 585000000 Hz 7.6 dBmV 40.4 dB 0 0
18 Locked QAM256 591000000 Hz 7.8 dBmV 40.5 dB 0 0
19 Locked QAM256 597000000 Hz 7.7 dBmV 40.1 dB 0 0
20 Locked QAM256 603000000 Hz 7.7 dBmV 40.4 dB 0 0
21 Locked QAM256 609000000 Hz 7.6 dBmV 40.4 dB 0 0
22 Locked QAM256 615000000 Hz 7.7 dBmV 40.2 dB 0 0
23 Locked QAM256 621000000 Hz 7.6 dBmV 40.3 dB 0 0
24 Locked QAM256 627000000 Hz 7.3 dBmV 40.2 dB 0 0
25 Locked QAM256 633000000 Hz 6.9 dBmV 40.0 dB 0 0
26 Locked QAM256 639000000 Hz 6.5 dBmV 40.1 dB 0 0
27 Locked QAM256 645000000 Hz 6.4 dBmV 40.0 dB 0 0
28 Locked QAM256 651000000 Hz 6.4 dBmV 40.1 dB 0 0
29 Locked QAM256 657000000 Hz 5.9 dBmV 39.8 dB 0 0
30 Locked QAM256 663000000 Hz 5.8 dBmV 39.6 dB 0 0
48 Locked Other 690000000 Hz 8.8 dBmV 38.8 dB 1361 37

 

 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 6 Locked SC-QAM 29600000 Hz 6400000 Hz 29.0 dBmV
2 5 Locked SC-QAM 36100000 Hz 6400000 Hz 29.0 dBmV
3 7 Locked SC-QAM 23000000 Hz 6400000 Hz 29.0 dBmV
4 8 Locked SC-QAM 16500000 Hz 6400000 Hz 28.5 dBmV

 

 

Current System Time: Wed Jan 30 10:12:12 2019

 

Time Priority Description
1-30-2019, 10:21:2 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC
Expert

Re: SB8200 dropping internet

Your downstream power is slightly high, and the downstream power is very low.  Is there a distribution amplifier somewhere along your cable wiring? 

 

You may also want to check these threads for troubleshooting tips:

 

  


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Regular Visitor

Re: SB8200 dropping internet

To my knowledge, I do not have an amplifier. The splitter for the cable was previously removed by comcast in an attempt to fix my stability problems. The cable from outside runs directly to the modem. 

Regular Visitor

Re: SB8200 dropping internet

Is it possible for an official comcast representative to help me? Can my power levels be changed? Can anything be done about my internet being dropped?

Contributor

Re: SB8200 dropping internet


@Lenny8 wrote:

Is it possible for an official comcast representative to help me? Can my power levels be changed? Can anything be done about my internet being dropped?


Your modem looks like it just reset or something as you have no log files or uncorrectable codewords. Your downstream power level is a tad bit high and I would add a splitter or attuator to bring it down but your upstream levels are way to low, on the cusp of not working where I think your main issue lies as your downstream levels are still within spec of -+15. You should have a much larger error log then that so wait for a little bit and then post the error log again so we can get more info, but also call them and have Xfinity send a tech out.

Expert

Re: SB8200 dropping internet


@FifthE1ement wrote:
 upstream levels are way to low, 

Again. The upstream power is within spec: Upstream Power Level:  +25dBmV to +54dBmV.

 

It may just be a case of a very clean, noise and attenuation free return path.

 

FWIW, adding attenuation does nothing but artificially make the upstream power level figures look prettier... The upstream power can not be corrected by an end user.



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