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Hulu and Netflix dropping out

I have Xfinity.   Their channels work fine.  But streaming from other providers sometimes have problems.  I note that Hulu which I just got, would drop out 3 times in a half hour.  Video would just drop to whatever cable programming was on at the time.  Also happens, let frequently on Netflix.  Sometimes it just freezes (looks like it’s buffering) and sometimes it freezes before dropping out and sometimes it just drops out.  Called Xfinity and they said modems have end of life of 2-3 years.  Bought mine in 2021.  Suggested I buy a new one.  I’m guessing they just say that every time they don’t know.  I’ve changed their cable box and nothing changed.  

I note that people send in logs and get advice.  Can someone tell me how to obtain the necessary logs to post online?  My mesh network is Eero.

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S
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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

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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?  

 

S
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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?

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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
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05/29/2024 13:57 85000200 3 "UCD invalid or channel unusable;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/29/2024 13:57 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00 85000200 3 "UCD invalid or channel unusable;CM-MAC=edited personal information ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=edited personal information  ;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
05/26/2024 21:34 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/26/2024 17:10 85000200 3 "UCD invalid or channel unusable;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 85000200 3 "UCD invalid or channel unusable;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=edited personal information  ;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
05/26/2024 16:29 85000200 3 "UCD invalid or channel unusable;CM-MAC=edited personal information  a8:70:5d:b7:dd:eb;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 85000200 3 "UCD invalid or channel unusable;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=edited personal information a8:70:5d:b7:dd:eb;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
05/22/2024 00:36 85000200 3 "UCD invalid or channel unusable;CM-MAC=edited personal information  a8:70:5d:b7:dd:eb;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/22/2024 00:33 85000200 3 "UCD invalid or channel unusable;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/22/2024 00:33 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=edited personal information  ;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
05/22/2024 00:31 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/22/2024 00:31 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/22/2024 00:31 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/22/2024 00:31 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/22/2024 00:30 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/22/2024 00:30 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/20/2024 14:24 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  a8:70:5d:b7:dd:eb;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/20/2024 09:31 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  a8:70:5d:b7:dd:eb;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/18/2024 03:13 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  a8:70:5d:b7:dd:eb;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/15/2024 06:13 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/13/2024 06:31 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/11/2024 18:30 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/09/2024 01:33 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/07/2024 12:34 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
05/05/2024 12:13 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
04/29/2024 12:13 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
04/25/2024 06:31 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
04/21/2024 17:31 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
04/21/2024 06:55 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
04/20/2024 01:30 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
04/20/2024 01:13 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
04/19/2024 22:15 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
04/19/2024 00:13 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  a8:70:5d:b7:dd:eb;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
04/18/2024 12:13 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=edited personal information  ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
04/17/2024 13:13 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= edited personal information ;CMTS-MAC=00:90:f0:0d:05:00;CM-QOS=1.1;CM-VER=3.1;"
A
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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.
S
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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?

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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.  

 

 

A
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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. 

S
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I suggest reprovisioning the modem with Internet service provider once for this issue.

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