docsis 3.1 modem not provisioning correctly

[rmaster]

ARRIS SURFboard SBG8300 DOCSIS 3.1 not getting provision correctly

for download stream getting only 31 channel, should be getting 32

for upload stream getting extra channel getting 5 of them, it should be only 4

[EG]

31 downstream channels is normal on some local systems. They reduced it from 32 to 31 when they implemented the DOCSIS 3.1 OFDM downstream channel for their gigabit speed tier.

4 or 5 upstream channels is normal as that is all that they currently offer.

Are you actually having any connectivity problems ?

[rmaster]

Yes. I'm having trouble with connectivity, net goes down for 5 to 10 secs and them come back on, reboots every few hours.  I have DC / Tap and splitter

Index	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Frequency (Hz)	483000000	465000000	471000000	477000000	489000000	495000000	507000000	513000000	519000000	525000000	531000000	543000000	549000000	555000000	561000000	567000000	573000000	579000000	585000000	591000000	597000000	603000000	609000000	615000000	621000000	627000000	633000000	639000000	645000000	651000000	657000000
SNR (dB)	40.366287	38.983261	40.366287	38.983261	40.366287	40.366287	40.366287	40.366287	40.366287	40.366287	40.366287	40.946209	40.366287	40.366287	40.366287	40.366287	40.366287	40.366287	40.366287	40.366287	40.366287	40.366287	38.983261	38.983261	40.366287	38.983261	40.366287	40.366287	38.983261	40.366287	40.366287
Power Level (dBmV)	0.799999	-0.599998	-0.200001	0.700001	1.099998	1.200001	1.599998	1.799999	1.900002	1.900002	1.799999	2.200001	2.700001	2.599998	2.299999	2.900002	2.799999	2.500000	2.500000	2.299999	2.400002	2.400002	1.799999	1.799999	2.200001	2.000000	1.900002	2.000000	2.200001	2.500000	2.700001
Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256

[EG]

Those are all good. Please post the upstream stats and the error / event log entries as well.

[rmaster]

here is upstream

Upstream QAM	Channel Bonding Value
Index	1	2	3	4	5
Lock Status	ACTIVE	ACTIVE	ACTIVE	ACTIVE	ACTIVE
Frequency (Hz)	30300000	36700000	23700000	41200000	17300000
Symbol Rate (KSym/sec)	5120	5120	5120	1280	5120
Power Level (dBmV)	42.770599	42.270599	43.270599	45.500000	43.770599
Modulation	64QAM	64QAM	64QAM	64QAM	64QAM
Channel Type	US_TYPE_STDMA	US_TYPE_STDMA	US_TYPE_STDMA	US_TYPE_STDMA	US_TYPE_STDMA

[rmaster]

Here is all the CM errors, nothing in event logs

CM Error Codewords
Unerrored Codewords	69088	559030611	69089	69088	69089	69088	69089	69089	69088	69089	69088	69089	69088	69088	69089	69088	69089	69089	69088	69089	69088	69089	69088	69088	69089	69088	69088	69089	69088	69089	69088	69089
Correctable Codewords	0	3735936685	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0
Uncorrectable Codewords	0	3735936685	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0

[EG]

Well all the stats are in spec. Don't know what's going on if you not getting any error log entries, sorry.

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 !

[rmaster]

thanks for your help

[ComcastMorgan]

Hi there, rmaster. Thank you for posting! I can take a look at your modem on this end, that way we can find out what might be going on with it. Please send me a PM with your first and last name and we can go from there. 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.