Hi there - I have been having intermittent connection drops with Xfinity over the past several months. I tested the levels and got this: Procedure Status Comment Acquire Downstream Channel 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 Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables 1 Locked 256QAM 41 693.00 MHz 7.60 dBmV 38.98 dB 0 0 2 Locked 256QAM 13 525.00 MHz 6.50 dBmV 38.98 dB 0 0 3 Locked 256QAM 14 531.00 MHz 6.40 dBmV 40.37 dB 0 0 4 Locked 256QAM 15 537.00 MHz 6.30 dBmV 40.95 dB 0 0 5 Locked 256QAM 16 543.00 MHz 6.20 dBmV 40.37 dB 4 0 6 Locked 256QAM 17 549.00 MHz 6.20 dBmV 38.98 dB 0 0 7 Locked 256QAM 18 555.00 MHz 6.20 dBmV 38.98 dB 0 0 8 Locked 256QAM 19 561.00 MHz 6.10 dBmV 38.98 dB 0 0 9 Locked 256QAM 20 567.00 MHz 6.30 dBmV 37.36 dB 0 0 10 Locked 256QAM 21 573.00 MHz 6.50 dBmV 37.64 dB 0 0 11 Locked 256QAM 22 579.00 MHz 6.40 dBmV 38.61 dB 0 0 12 Locked 256QAM 23 585.00 MHz 6.30 dBmV 38.98 dB 0 0 13 Locked 256QAM 24 591.00 MHz 6.30 dBmV 40.37 dB 0 0 14 Locked 256QAM 25 597.00 MHz 6.30 dBmV 40.37 dB 0 0 15 Locked 256QAM 26 603.00 MHz 6.30 dBmV 38.61 dB 0 0 16 Locked 256QAM 27 609.00 MHz 6.40 dBmV 38.98 dB 0 0 17 Locked 256QAM 28 615.00 MHz 6.30 dBmV 38.98 dB 0 0 18 Locked 256QAM 29 621.00 MHz 6.40 dBmV 38.98 dB 0 0 19 Locked 256QAM 30 627.00 MHz 6.60 dBmV 38.98 dB 0 0 20 Locked 256QAM 31 633.00 MHz 6.90 dBmV 38.98 dB 0 0 21 Locked 256QAM 32 639.00 MHz 7.00 dBmV 38.61 dB 0 0 22 Locked 256QAM 33 645.00 MHz 7.00 dBmV 38.98 dB 0 0 23 Locked 256QAM 34 651.00 MHz 6.90 dBmV 38.61 dB 0 0 24 Locked 256QAM 35 657.00 MHz 7.00 dBmV 38.98 dB 0 0 25 Locked 256QAM 36 663.00 MHz 7.00 dBmV 38.90 dB 0 0 26 Locked 256QAM 37 669.00 MHz 7.10 dBmV 39.50 dB 0 0 27 Locked 256QAM 38 675.00 MHz 7.20 dBmV 39.20 dB 0 0 28 Locked 256QAM 39 681.00 MHz 7.20 dBmV 39.20 dB 0 0 29 Locked 256QAM 40 687.00 MHz 7.40 dBmV 39.20 dB 0 0 30 Locked 256QAM 42 699.00 MHz 7.70 dBmV 38.90 dB 0 0 31 Locked 256QAM 43 705.00 MHz 7.80 dBmV 39.50 dB 0 0 32 Locked 256QAM 44 711.00 MHz 7.70 dBmV 38.90 dB 0 0 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 9 5120 kSym/s 35.60 MHz 45.00 dBmV 2 Locked ATDMA 13 1280 kSym/s 39.60 MHz 45.00 dBmV 3 Locked ATDMA 12 5120 kSym/s 16.40 MHz 43.00 dBmV 4 Locked ATDMA 11 5120 kSym/s 22.80 MHz 45.00 dBmV 5 Locked ATDMA 10 5120 kSym/s 29.20 MHz 43.00 dBmV

SB6190 - Intermittent Connection Drops

Hi there -

I have been having intermittent connection drops with Xfinity over the past several months.

I tested the levels and got this:

Procedure	Status	Comment
Acquire Downstream Channel		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 Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	41	693.00 MHz	7.60 dBmV	38.98 dB	0	0
2	Locked	256QAM	13	525.00 MHz	6.50 dBmV	38.98 dB	0	0
3	Locked	256QAM	14	531.00 MHz	6.40 dBmV	40.37 dB	0	0
4	Locked	256QAM	15	537.00 MHz	6.30 dBmV	40.95 dB	0	0
5	Locked	256QAM	16	543.00 MHz	6.20 dBmV	40.37 dB	4	0
6	Locked	256QAM	17	549.00 MHz	6.20 dBmV	38.98 dB	0	0
7	Locked	256QAM	18	555.00 MHz	6.20 dBmV	38.98 dB	0	0
8	Locked	256QAM	19	561.00 MHz	6.10 dBmV	38.98 dB	0	0
9	Locked	256QAM	20	567.00 MHz	6.30 dBmV	37.36 dB	0	0
10	Locked	256QAM	21	573.00 MHz	6.50 dBmV	37.64 dB	0	0
11	Locked	256QAM	22	579.00 MHz	6.40 dBmV	38.61 dB	0	0
12	Locked	256QAM	23	585.00 MHz	6.30 dBmV	38.98 dB	0	0
13	Locked	256QAM	24	591.00 MHz	6.30 dBmV	40.37 dB	0	0
14	Locked	256QAM	25	597.00 MHz	6.30 dBmV	40.37 dB	0	0
15	Locked	256QAM	26	603.00 MHz	6.30 dBmV	38.61 dB	0	0
16	Locked	256QAM	27	609.00 MHz	6.40 dBmV	38.98 dB	0	0
17	Locked	256QAM	28	615.00 MHz	6.30 dBmV	38.98 dB	0	0
18	Locked	256QAM	29	621.00 MHz	6.40 dBmV	38.98 dB	0	0
19	Locked	256QAM	30	627.00 MHz	6.60 dBmV	38.98 dB	0	0
20	Locked	256QAM	31	633.00 MHz	6.90 dBmV	38.98 dB	0	0
21	Locked	256QAM	32	639.00 MHz	7.00 dBmV	38.61 dB	0	0
22	Locked	256QAM	33	645.00 MHz	7.00 dBmV	38.98 dB	0	0
23	Locked	256QAM	34	651.00 MHz	6.90 dBmV	38.61 dB	0	0
24	Locked	256QAM	35	657.00 MHz	7.00 dBmV	38.98 dB	0	0
25	Locked	256QAM	36	663.00 MHz	7.00 dBmV	38.90 dB	0	0
26	Locked	256QAM	37	669.00 MHz	7.10 dBmV	39.50 dB	0	0
27	Locked	256QAM	38	675.00 MHz	7.20 dBmV	39.20 dB	0	0
28	Locked	256QAM	39	681.00 MHz	7.20 dBmV	39.20 dB	0	0
29	Locked	256QAM	40	687.00 MHz	7.40 dBmV	39.20 dB	0	0
30	Locked	256QAM	42	699.00 MHz	7.70 dBmV	38.90 dB	0	0
31	Locked	256QAM	43	705.00 MHz	7.80 dBmV	39.50 dB	0	0
32	Locked	256QAM	44	711.00 MHz	7.70 dBmV	38.90 dB	0	0

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	9	5120 kSym/s	35.60 MHz	45.00 dBmV
2	Locked	ATDMA	13	1280 kSym/s	39.60 MHz	45.00 dBmV
3	Locked	ATDMA	12	5120 kSym/s	16.40 MHz	43.00 dBmV
4	Locked	ATDMA	11	5120 kSym/s	22.80 MHz	45.00 dBmV
5	Locked	ATDMA	10	5120 kSym/s	29.20 MHz	43.00 dBmV

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I logged the following events on the modem today (I experienced a handful of intermittent connection drops:

Tue Feb 21 19:57:01 2023 6 TLV-11 - unrecognized OID;CM-MAC=__REPLACED__;CMTS-MAC=__REPLACED__;CM-QOS=1.1;CM-VER=3.0;

Tue Feb 21 19:57:01 2023 3 No Ranging Response received - T3 time-out;CM-MAC=__REPLACED__;CMTS-MAC=__REPLACED__;CM-QOS=1.1;CM-VER=3.0;

Wed Feb 22 08:07:27 2023 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=__REPLACED__;CMTS-MAC=__REPLACED__;CM-QOS=1.1;CM-VER=3.0;

Wed Feb 22 08:07:28 2023 3 No Ranging Response received - T3 time-out;CM-MAC=__REPLACED__;CMTS-MAC=__REPLACED__;CM-QOS=1.1;CM-VER=3.0;

Wed Feb 22 11:57:07 2023 5 RCS Partial Service;CM-MAC=__REPLACED__;CMTS-MAC=__REPLACED__;CM-QOS=1.1;CM-VER=3.0;

Wed Feb 22 11:57:07 2023 3 No Ranging Response received - T3 time-out;CM-MAC=__REPLACED__;CMTS-MAC=__REPLACED__;CM-QOS=1.1;CM-VER=3.0;

Wed Feb 22 14:01:03 2023 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=__REPLACED__;CMTS-MAC=__REPLACED__;CM-QOS=1.1;CM-VER=3.0;

Wed Feb 22 14:01:03 2023 3 No Ranging Response received - T3 time-out;CM-MAC=__REPLACED__;CMTS-MAC=__REPLACED__;CM-QOS=1.1;CM-VER=3.0;

Wed Feb 22 14:01:23 2023 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=__REPLACED__;CMTS-MAC=__REPLACED__;CM-QOS=1.1;CM-VER=3.0;

Wed Feb 22 14:01:23 2023 3 No Ranging Response received - T3 time-out;CM-MAC=__REPLACED__;CMTS-MAC=__REPLACED__;CM-QOS=1.1;CM-VER=3.0;

Wed Feb 22 14:01:45 2023 5 RCS Partial Service;CM-MAC=__REPLACED__;CMTS-MAC=__REPLACED__;CM-QOS=1.1;CM-VER=3.0;

Does it seem like this is an issue with the modem? I replaced it in Fall of 2022 (should be under warranty I believe) because of intermittent connection issues, but the situation hasn’t improved. Modem is listed as compatible with my plan on Xfinity’s site.

I’ve been having a difficult time handling this issue with Xfinity, so I’d appreciate any insight here.

Your power levels look pretty spot on and you don’t have errors in cable connections page. The event logs are showing some cmts issues.

If 2 modems have been having the same issue, it tends not to indicate the modem being the problem.

Problem with xfnity though is they can be a PITA. I’ve actually had to rent a modem/router from them before to prove it wasn’t my modem causing the issue (after switching several modems). I rented it for a month and when it continued having issues, I could say it wasn’t my device.

NOT saying that’ll happen but you’re caught a little bit between is it the modem, the line, or the cmts.

How do you check the levels you speak of? My SB6190 is also dropping the internet connection. Comcast said to call Arris to see if the can check the modem because the signal to my house is fine. I can’t find a phone number for support.

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