Since you are using the cable modem SB8200 we would suggest you to check the connection by connecting device directly to the modem if still internet drops on direct connection as well or its buffering we need to check the cable signal level of the modem by logging into the modem GUI or web interface.
http://arris.force.com/consumers/articles/General_FAQs/SB8200-Cable-Signal-Levels
I have done the steps above. I screenshot the results and the Event Log. I am unable to interpret the results. There is a 6 MB file limit and I can’t upload them, and I am unable to cut and paste the results. I can’t email it from the computer I used to get the data so I took a photo of the data which means I can’t cut and paste the data. How can I get this information to someone?
No worries you can just share the following details to check on this case further.
DOWNSTREAM
Can you please confirm how many locked downstream channels you have?
What are the lowest and highest SNR values that you have?
What are the lowest and highest power values that you have?
UPSTREAM
Can you please confirm how many locked upstream channels you have?
What are their power values?
i was able to use another computer to get this. Note, Speed test reports about 580mps downlad and 20 mps upload when connected by wire. In a separate post I will send the error log.
DOWNSTREAM BONDED CHANNELS:
20 LockedQAM256543000000 Hz1.4 dBmV45.0 dB00
13 LockedQAM256501000000 Hz1.7 dBmV45.2 dB00
14 LockedQAM256507000000 Hz1.6 dBmV45.1 dB00
15 LockedQAM256513000000 Hz1.5 dBmV45.0 dB00
16 LockedQAM256519000000 Hz1.4 dBmV45.0 dB00
17 LockedQAM256525000000 Hz1.4 dBmV45.0 dB00
18 LockedQAM256531000000 Hz1.4 dBmV44.9 dB00
19 LockedQAM256537000000 Hz1.4 dBmV45.0 dB00
21 LockedQAM256549000000 Hz1.4 dBmV44.8 dB00
22 LockedQAM256555000000 Hz1.5 dBmV44.9 dB00
23 LockedQAM256561000000 Hz1.5 dBmV44.9 dB00
24 LockedQAM256567000000 Hz1.5 dBmV44.8 dB00
25 LockedQAM256573000000 Hz1.6 dBmV44.9 dB00
26 LockedQAM256579000000 Hz1.6 dBmV44.8 dB00
27 LockedQAM256585000000 Hz1.6 dBmV44.7 dB00
28 LockedQAM256591000000 Hz1.6 dBmV44.8 dB00
29 LockedQAM256597000000 Hz1.6 dBmV44.7 dB00
30 LockedQAM256603000000 Hz1.5 dBmV44.7 dB00
31 LockedQAM256609000000 Hz1.5 dBmV44.7 dB00
32 LockedQAM256615000000 Hz1.5 dBmV44.6 dB00
33 LockedQAM256621000000 Hz1.4 dBmV44.6 dB00
34 LockedQAM256627000000 Hz1.4 dBmV44.4 dB00
35 LockedQAM256633000000 Hz1.3 dBmV44.4 dB00
36 LockedQAM256639000000 Hz1.4 dBmV44.6 dB00
37LockedQAM256645000000 Hz1.4 dBmV44.6 dB00
38 LockedQAM256651000000 Hz1.5 dBmV44.5 dB00
39 LockedQAM256657000000 Hz1.5 dBmV44.5 dB00
40 LockedQAM256663000000 Hz1.6 dBmV44.7 dB00
41 LockedQAM256669000000 Hz1.6 dBmV44.5 dB00
42 LockedQAM256675000000 Hz1.7 dBmV44.0 dB00
43 LockedQAM256681000000 Hz1.7 dBmV44.6 dB00
44 LockedQAM256687000000 Hz1.9 dBmV44.7 dB001
93 LockedOther957000000 Hz3.9 dBmV43.0 dB373038910
1 | 17 | Locked | SC-QAM Upstream | 16400000 Hz | 6400000 Hz | 47.0 dBmV |
2 | 18 | Locked | SC-QAM Upstream | 22800000 Hz | 6400000 Hz | 48.0 dBmV |
3 | 19 | Locked | SC-QAM Upstream | 29200000 Hz | 6400000 Hz | 48.0 dBmV |
4 | 20 | Locked | SC-QAM Upstream | 35600000 Hz | 6400000 Hz | 48.0 dBmV |
I have no idea what any of this means. I would appreciate any help you can give me.
Might this help?
tandard Specification Compliant | Docsis 3.1 |
Hardware Version | 7 |
Software Version | edited personal information |
Cable Modem MAC Address | A8:70:5 Don’t know if it’s safe to put this out there so I abridged it and left out serial number. |
Thank you for sharing the details Alan49 . All the values are in accepted level but still you are having issues so i would suggest you to re-provision the modem by the service provider that will reconfigure the setup for better connectivity and speed.
But could you please confirm whether is happening on direct connection to the modem or using Wi-Fi your internet is dropping on the devices?
Hulu and often Netflix freezes from Xfinity cable box and it is connected by wire, though I have also set up wireless for both the TV and the cable box.
Did the logs I posted show the failures? I thought it strange that the dates on some of the errors were 1970. Did they identify a problem?
As the values were within acceptable limits, when Xfinity tells me my modem is the problem, can I confidently tell them they’re wrong? I will ask them to re-provision.
Lastly, when going through the settings to verify my answer to you, I noticed something strange. The settings on my Xfinity cable box reports under “network “: Your WiFi signal strength is poor but defaults to an Ethernet connection when available. Showed 1 star. Never noticed that before. Puzzled, I disconnected the Ethernet cable at the cable box and reconnected it Now it says “Your WI-FI signal is excellent! This TV box supports WIFI but defaults to an Ethernet connection when available.” My cable box was replaced when I first had this issue.
Update: an hour after replugging in the Ethernet cable into the cable box, Hulu stalled again. Xfinity error told me to restart the box. Was able to change the screen to get the Hulu error code, P-DEV320, relates to a network connection problem.
Netflix has a setting that tests the network ((Hulu does not) which showed my network speed at 57mbps. Yet sitting in front of the TV speed test showed (with cellular off) Wi-Fi at 256 mbps and 20 upload.
I suggest reprovisioning the modem with Internet service provider once for this issue.