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Xfinity Internet - Arris SB8200 - Upstream Power Level Issue

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Xfinity Internet - Arris SB8200 - Upstream Power Level Issue

Hello - 

 

This is a long story, but I will try to condense as best as possible..

 

I was an Xfinity customer for 3+ years and costantly experiences intermittent connectivity issues while renting my equipment directly.  My signal would drop out, and I could only restart it by "resetting" my modem.  It got to the point that I was doing this 4-5 times a day, and as someone that works from home this was a massive issue.  Techs came out, phone calls were made, I was asked to drive to my local store and swap out my equipment 3 different times (including different models), but each time we experienced the same issue.  I left Xfinity for AT&T, as I was basically told that there is nothing that can be done.

 

Fast FWD - I came back to Xfinity because AT&T is just too slow for me (my wife and I work from home).  When I came back, I brought my own equipment (approved Comcast gear) of an Arris SB8200.  Service worked good at first, but within a few weeks I was noticing multiple outages.  I called Customer Service and was run through all the same tests as always.  Techs were again sent out, connectors on the coax cables were changed, the line from the street to the house were changed,  etc...none of these things corrected the issue, although the speed of my connection improved. 

 

Eventually, I spoke to a CS rep that advised I call Arris directly.  Arris went through the numbers in the Event Log with me and explained what was what, and that the Upstream Power Level issue was not where it needed to be.  I was advised that it needed to be within a certain range (Min of 45) and mine was in the 30's.  I took this info back to Xfinity CS and was told they could now see that I was getting multiple disconnections (average of 10+ a day), but that they could not adjust the numbers without sending out a tech.  A tech eventually came out and I explained my issues for what feels like the 50th time.  He ran some tests and adjusted the Power Levels; however, he adjusted them to 42 (not the 45 I was told it needed to be) and said that it didnt matter what he set them to because it fluctuates (which may be correct based on the numbers seen in the modem status below).  With that said, it DID help.  Outages were much more rare for about a month +; however, since then, I have been having more issues than ever.  I again called Comcast and was told that all they could do is send out another tech, which I admittedly have no confidence in.

 

After scouring the internet, I found someone that seems to have had the same issue as me, and was hoping someone might be able to assist, as I am at the end of my rope:

https://forums.xfinity.com/t5/Your-Home-Network/help-with-arris-sb8200-upstream-connection-and-inter...

 

Event log

Date Time Event ID Event Level Description
05/14/2019 08:44 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
05/14/2019 08:15 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:24 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:24 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:23 82000800 3 "16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:23 82000300 3 "Ranging Request Retries exhausted;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:23 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000800 3 "16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000600 3 "Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:20 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:19 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:19 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:19 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:19 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:19 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:19 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:19 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:19 82000800 3 "16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:19 82000600 3 "Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:19 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 15:17 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 14:01 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 14:01 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 14:00 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 14:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 13:57 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 13:57 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 13:57 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"
05/13/2019 13:57 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:f5:32:f1:34:79;CMTS-MAC=00:01:5c:8e:0c:6b;CM-QOS=1.1;CM-VER=3.1;"

 

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
26 Locked QAM256 681000000 Hz 1.7 dBmV 41.3 dB 0 0
1 Locked QAM256 525000000 Hz 1.2 dBmV 41.2 dB 0 0
2 Locked QAM256 531000000 Hz 0.6 dBmV 41.2 dB 0 0
3 Locked QAM256 537000000 Hz -0.3 dBmV 40.6 dB 0 0
4 Locked QAM256 543000000 Hz 1.3 dBmV 41.4 dB 0 0
5 Locked QAM256 555000000 Hz 0.6 dBmV 41.2 dB 0 0
6 Locked QAM256 561000000 Hz 1.3 dBmV 41.6 dB 0 0
7 Locked QAM256 567000000 Hz 1.0 dBmV 41.3 dB 0 0
8 Locked QAM256 573000000 Hz -0.4 dBmV 40.8 dB 0 0
9 Locked QAM256 579000000 Hz 1.2 dBmV 41.8 dB 0 0
10 Locked QAM256 585000000 Hz 0.9 dBmV 41.6 dB 0 0
11 Locked QAM256 591000000 Hz 0.7 dBmV 41.6 dB 0 0
12 Locked QAM256 597000000 Hz -0.2 dBmV 40.9 dB 0 0
13 Locked QAM256 603000000 Hz 2.5 dBmV 42.1 dB 0 0
14 Locked QAM256 609000000 Hz 0.3 dBmV 41.2 dB 0 0
15 Locked QAM256 615000000 Hz 0.6 dBmV 41.4 dB 0 0
16 Locked QAM256 621000000 Hz 1.6 dBmV 41.4 dB 0 0
17 Locked QAM256 627000000 Hz 1.7 dBmV 41.6 dB 0 0
18 Locked QAM256 633000000 Hz 0.7 dBmV 41.1 dB 0 0
19 Locked QAM256 639000000 Hz 1.1 dBmV 40.8 dB 0 0
20 Locked QAM256 645000000 Hz 1.2 dBmV 41.2 dB 0 0
21 Locked QAM256 651000000 Hz 1.1 dBmV 41.3 dB 0 0
22 Locked QAM256 657000000 Hz 1.7 dBmV 41.3 dB 0 0
23 Locked QAM256 663000000 Hz 0.8 dBmV 41.1 dB 0 0
24 Locked QAM256 669000000 Hz 1.2 dBmV 41.0 dB 0 0
25 Locked QAM256 675000000 Hz 2.0 dBmV 40.7 dB 0 0
27 Locked QAM256 687000000 Hz 0.6 dBmV 40.8 dB 0 0
33 Locked QAM256 495000000 Hz -0.2 dBmV 40.4 dB 0 0
34 Locked QAM256 507000000 Hz 1.5 dBmV 41.2 dB 0 0
35 Locked QAM256 513000000 Hz 0.6 dBmV 40.8 dB 0 0
36 Locked QAM256 519000000 Hz -0.3 dBmV 40.5 dB 0 0
37 Locked Other 762000000 Hz 1.7 dBmV 39.2 dB 13634401 0


 

 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 4 Locked SC-QAM Upstream 16600000 Hz 6400000 Hz 46.0 dBmV
2 1 Locked SC-QAM Upstream 35800000 Hz 6400000 Hz 46.0 dBmV
3 2 Locked SC-QAM Upstream 29400000 Hz 6400000 Hz 47.0 dBmV
4 3 Locked SC-QAM Upstream 23000000 Hz 6400000 Hz 46.0 dBmV


 

Expert

Re: Xfinity Internet - Arris SB8200 - Upstream Power Level Issue

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !



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Official Employee

Re: Xfinity Internet - Arris SB8200 - Upstream Power Level Issue

Hey there, Omie511, thank you for reaching out here on the forums. Sorry to hear about these issues! I can help. Please send me a PM with your first and last name to get started. 

To send me a Private Message, please click my name “ComcastAlly” and click “send a message.”


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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