Modem signal status showing a lot of correctables/uncorrectables across all channels. Dropouts.
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
-
Hi & welcome!
Sorry to hear that you are having issues with connectivity. What troubleshooting have you already tried?
0 -
Factory reset modem.
0 -
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?
0 -
-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.
0 -
Thanks. When was the last time you had a service call to check signal levels and outside connections?
0 -
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?
0 -
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!
1 -
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.
0 -
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.
0
