Modem signal status showing a lot of correctables/uncorrectables across all channels. Dropouts.

Options
RafaelSmith
RafaelSmith Posts: 5 Spectator
edited September 2023 in Internet 2023 Archive

We have been experience frequent "drop outs" for a few seconds. Some research led me to checking the signal information on my modem....which to me does not look good at all. This is a relatively new modem (<6mo old)....ARRIS SB8200.


We currently have the 500 plan. Primarily this is causing big issues with on-line gaming...since when the drop outs occur (i would say at least every 15-30min) whatever game server we are playing on disconnects us.

If I do a ping -t to some url like www.google.com while playing a game....soon as I see the ping show "request timed out" more often than not is the exact moment we get disconnected from game.


Connection

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               417000000 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  Lock        Modu-    Frequency              Power                     SNR/      Correc-   Uncorrectables

ID           Status     lation                                                                      MER       ted

23           Locked    QAM256 417000000 Hz        -1.9 dBmV              41.8 dB   179         780

1             Locked    QAM256 285000000 Hz        -1.2 dBmV              41.7 dB   272         1109

2             Locked    QAM256 291000000 Hz        -1.2 dBmV              41.7 dB   278         1096

3             Locked    QAM256 297000000 Hz        -1.1 dBmV              41.7 dB   299         1056

4             Locked    QAM256 303000000 Hz        -1.3 dBmV              41.7 dB   256         1082

5             Locked    QAM256 309000000 Hz        -1.4 dBmV              41.6 dB   289         1029

6             Locked    QAM256 315000000 Hz        -1.5 dBmV              41.7 dB   266         1019

7             Locked    QAM256 321000000 Hz        -1.7 dBmV              41.5 dB   228         1021

8             Locked    QAM256 327000000 Hz        -1.9 dBmV              41.3 dB   258         984

9             Locked    QAM256 333000000 Hz        -1.8 dBmV              41.5 dB   269         959

10           Locked    QAM256 339000000 Hz        -1.9 dBmV              41.4 dB   261         970

11           Locked    QAM256 345000000 Hz        -1.9 dBmV              41.3 dB   237         898

12           Locked    QAM256 351000000 Hz        -1.8 dBmV              41.4 dB   253         885

13           Locked    QAM256 357000000 Hz        -1.9 dBmV              41.4 dB   231         861

14           Locked    QAM256 363000000 Hz        -1.9 dBmV              41.3 dB   213         825

15           Locked    QAM256 369000000 Hz        -1.8 dBmV              41.3 dB   183         826

16           Locked    QAM256 375000000 Hz        -1.8 dBmV              41.3 dB   199         774

17           Locked    QAM256 381000000 Hz        -1.8 dBmV              41.4 dB   171         790

18           Locked    QAM256 387000000 Hz        -1.7 dBmV              41.6 dB   177         784

19           Locked    QAM256 393000000 Hz        -1.7 dBmV              41.5 dB   157         819

20           Locked    QAM256 399000000 Hz        -1.7 dBmV              41.5 dB   202         752

21           Locked    QAM256 405000000 Hz        -1.7 dBmV              41.6 dB   171         751

22           Locked    QAM256 411000000 Hz        -1.8 dBmV              41.7 dB   178         780

24           Locked    QAM256 423000000 Hz        -2.0 dBmV              41.6 dB   181         749

25           Locked    QAM256 429000000 Hz        -2.1 dBmV              41.6 dB   181         748

26           Locked    QAM256 435000000 Hz        -2.2 dBmV              41.5 dB   190         731

27           Locked    QAM256 441000000 Hz        -2.2 dBmV              41.6 dB   190         721

28           Locked    QAM256 465000000 Hz        -2.2 dBmV              41.6 dB   151         745

29           Locked    QAM256 471000000 Hz        -2.2 dBmV              41.7 dB   177         721

30           Locked    QAM256 477000000 Hz        -2.0 dBmV              41.8 dB   182         753

31           Locked    QAM256 483000000 Hz        -2.0 dBmV              41.9 dB   183         806

32           Locked    QAM256 489000000 Hz        -2.1 dBmV              41.8 dB   178         807

159         Locked    Other      662000000 Hz        -4.4 dBmV              39.8 dB   2133653226           37

 

 

Upstream Bonded Channels

Chan       Chan ID  Lock s     US Channel Type    Frequency              Width                     Power

                               Status

1             1             Locked    SC-QAM Upstream 17600000 Hz          6400000 Hz            38.0 dBmV

2             2             Locked    SC-QAM Upstream 24000000 Hz          6400000 Hz            39.0 dBmV

3             3             Locked    SC-QAM Upstream 30400000 Hz          6400000 Hz            39.0 dBmV

4             4             Locked    SC-QAM Upstream 36800000 Hz          6400000 Hz            39.0 dBmV

Answers

  • James_M
    James_M Posts: 4,777 ✅ Verified Employee Moderator
    Options

    Hi & welcome!

    Sorry to hear that you are having issues with connectivity. What troubleshooting have you already tried?

  • RafaelSmith
    RafaelSmith Posts: 5 Spectator
    Options

    Factory reset modem.

  • James_M
    James_M Posts: 4,777 ✅ Verified Employee Moderator
    Options

    Does the issue you are seeing occur on multiple devices or on one device? Does the issue occur on wired conenctions or wireless? What are the results when you do a speedtest?

  • RafaelSmith
    RafaelSmith Posts: 5 Spectator
    Options

    -Multiple Devices (Wired PCs, Wirless laptops, wired gaming consoles)

    -both Wired and Wireless

    -Most speed tests have a lot of variance....run once get 180/20...run a 2nd time get 380/25, etc. Speed test pings are ~12-20s....but devices used for gaming show 60mc+. Pings to urls like google, xbox.com, etc are ~30ms.

  • James_M
    James_M Posts: 4,777 ✅ Verified Employee Moderator
    Options

    Thanks. When was the last time you had a service call to check signal levels and outside connections?

  • RafaelSmith
    RafaelSmith Posts: 5 Spectator
    Options

    Hmm, maybe 6mo ago.

    I just got off the phone and a tech will be coming out on Friday. I might try checking/eliminating some cables tonight to see if anything changes.

    Curious, does the modem Status Signal information I provided in the original post indicate anything? All those uncorrectables cannot be good correct?

  • James_M
    James_M Posts: 4,777 ✅ Verified Employee Moderator
    Options

    I was not able to locate your account information from your registration information, so I was not able to pull up any diagnostics. This sounds like an issue that a tech would need to investigate in person. Since you have a service call already set up, sounds like you are on the right track to getting the issue resolved.

    Let us know how it goes!

  • RafaelSmith
    RafaelSmith Posts: 5 Spectator
    Options

    So tech came out today and I had him eliminate some unneeded splits. The main feed now goes straight to the room with the modem in it. He checked levels and said was "too strong" so he added a splitter...not sure what was meant by too strong. All seemed to be better for a few hours today. But eventually we are noticing the reoccurring brownouts...that last for a sec or two...but enough to result in disconnects from game servers....also still showing uncorrectables on the modem status page.

    Is there is a way I can provide you the account info and could you do any additional diagnostics? Since the techs tests showed all good and was a few hours before problems showed up again...not sure calling another tech out without more info would be of any use.


  • Jaleesa_F
    Jaleesa_F Posts: 387 ✅ Verified Employee Moderator
    Options

    Good afternoon!

    I'm sorry to hear that you're still experiencing connectivity issues. It would certainly be best to have a technician out if the last tech did not resolve the issue.

This discussion has been closed.