Participant

Connection issues with ARRIS SURFboard SB8200 DOCSIS 3.1 loosing connection

Hello Everyone

 

So i have been running the ARRIS SURFboard SB8200 DOCSIS 3.1 for about a week and in just the past 2 days I have been loosing connection some what. 

 

I am able to Ping, do NSlookup however when browsing the internet nothing loads, i either have to reset my wifi ASUS router ROG Rapture GT-AC5300, or reset the Cable modem. 

 

IS anyone having similar issues? I get my full speeds of 400-500mpbs here in Los Angeles CA but was wondering what is going on. 

 

When calling Spectrum/TWC and I got Jerry/who didnt sound like Jerry BTW he said my so called modem wasnt ca[able of handing the 300mbps  but only 100mbps which we all know is not true. 

 

Any insight would be great. The modem levels are the same and dont change when this happens FYI

 

1-21-2018, 15:8:32Notice(6)"TLV-11 - unrecognized OID;CM-MAC=bc:2e:48:fe:df:a9;CMTS-MAC=00:01:5c:79:1c:6b;CM-QOS=1.1;CM-VER=3.1;"
1-21-2018, 15:8:32Error(4)"Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=bc:2e:48:fe:df:a9;CMTS-MAC=00:01:5c:79:1c:6b;CM-QOS=1.1;CM-VER=3.1;"
1-21-2018, 15:8:32Error(4)"Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=bc:2e:48:fe:df:a9;CMTS-MAC=00:01:5c:79:1c:6b;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:34Warning(5)"DHCP WARNING - Non-critical field invalid in response ;CM-MAC=bc:2e:48:fe:df:a9;CMTS-MAC=00:01:5c:79:1c:6b;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:32Notice(6)"Honoring MDD; IP provisioning mode = IPv4"
1-1-1970, 0:0:28Critical(3)"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=bc:2e:48:fe:df:a9;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
1-17-2018, 2:6:46Critical(3)"Resetting the cable modem due to docsDevResetNow"
1-1-1970, 0:1:48Critical(3)"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=bc:2e:48:fe:df:a9;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:33Critical(3)"Telnet user logged in from IP address 192.168.100.10."
1-1-1970, 0:0:29Critical(3)"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=bc:2e:48:fe:df:a9;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

 

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel705000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 
Downstream Bonded Channels
Channel IDLock StatusModulationFrequencyPowerSNR/MERCorrectedUncorrectables
32LockedQAM256705000000 Hz7.8 dBmV41.0 dB00
9LockedQAM256567000000 Hz8.1 dBmV41.7 dB00
10LockedQAM256573000000 Hz8.1 dBmV41.6 dB00
11LockedQAM256579000000 Hz8.2 dBmV41.6 dB00
12LockedQAM256585000000 Hz8.1 dBmV41.3 dB00
13LockedQAM256591000000 Hz8.1 dBmV41.1 dB00
14LockedQAM256597000000 Hz8.3 dBmV41.3 dB00
15LockedQAM256603000000 Hz8.2 dBmV41.4 dB00
16LockedQAM256609000000 Hz8.1 dBmV41.5 dB00
17LockedQAM256615000000 Hz8.0 dBmV41.2 dB00
18LockedQAM256621000000 Hz7.8 dBmV41.3 dB00
19LockedQAM256627000000 Hz7.7 dBmV41.3 dB00
20LockedQAM256633000000 Hz7.6 dBmV41.2 dB00
21LockedQAM256639000000 Hz7.6 dBmV41.3 dB00
22LockedQAM256645000000 Hz7.5 dBmV41.2 dB00
23LockedQAM256651000000 Hz7.4 dBmV41.1 dB00
24LockedQAM256657000000 Hz7.1 dBmV41.2 dB00
25LockedQAM256663000000 Hz7.4 dBmV41.3 dB00
26LockedQAM256669000000 Hz7.3 dBmV41.2 dB00
27LockedQAM256675000000 Hz7.6 dBmV41.1 dB00
28LockedQAM256681000000 Hz7.4 dBmV41.1 dB00
29LockedQAM256687000000 Hz7.8 dBmV40.9 dB00
30LockedQAM256693000000 Hz7.8 dBmV41.1 dB00
31LockedQAM256699000000 Hz7.9 dBmV41.1 dB00

 
Upstream Bonded Channels
ChannelChannel IDLock StatusUS Channel TypeFrequencyWidthPower
111LockedSC-QAM30600000 Hz6400000 Hz39.4 dBmV
29LockedSC-QAM18500000 Hz3200000 Hz38.6 dBmV
310LockedSC-QAM23300000 Hz6400000 Hz38.9 dBmV
412LockedSC-QAM37000000 Hz6400000 Hz39.4 dBmV

 

Current System Time: Sun Jan 21 15:20:33 2018

10 REPLIES
Expert

Re: Connection issues with ARRIS SURFboard SB8200 DOCSIS 3.1 loosing connection

This is not operating on Docsis 3.1  and your system may not support speeds over 100 megs.

 The modem may also be provisioned wrong.

If it's COAM not leased, good luck

Modem Log does not show the failures you claim, this sounds like a router issue.

What are the modem LED's doing when this failure occurs? I'll bet nothing out of the ordinary and you indeed have an incorrectly set up router or loads of wireless issues.

 

 

Participant

Re: Connection issues with ARRIS SURFboard SB8200 DOCSIS 3.1 loosing connection

As far as I can tell the modem is operating at Docsis 3.0. So all my modem lights are green and so is my router and I am able to transfer files locally on my network via hardwire and wireless. 

 

I can ping do nslookup but it appeas as the port 80 traffic isnt coming down. That is the part that makes this strange. 

 

I have the ASUS GT-AC5300 router and its been working fine, no update on the unit so far, its up to date and is working fine. 

 

I checked the logs on it as well and it times out. I went as far as even using 8.8.8.8 for the DNS lookup on the modem and still nothing. 

 

TWC/Spectrum guy reset everything this morning and so far its been stable for now. I will be checking back later. 

Participant

Re: Connection issues with ARRIS SURFboard SB8200 DOCSIS 3.1 loosing connection

So far the modem has been stable, i will check  back again later or tomorrow. The TWC/Spectrum Tech reset my modem and its been working since then. 

Participant

Re: Connection issues with ARRIS SURFboard SB8200 DOCSIS 3.1 loosing connection

So I had to revert back to the TWC/Spectrum Modem as the Arris SB8200 wouldnt allow internet trafic again.  I ended up activating TM1602AP2 again and lets see how this works out. I was told by the technician it could be my ASUS Router which I doubt but that is why we are doing this test.  What I find strange is the fact that the modem was working fine for over a week and than it would stop working. Not sure what TWC/Spectrum is doing on their end but the modem doesnt go offline it just doesnt let any web traffic go through 

 

 

ownstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 132705.00 MHz5.40 dBmV40.37 dB256QAM31995295900
Downstream 29567.00 MHz4.00 dBmV40.95 dB256QAM21749941300
Downstream 310573.00 MHz4.10 dBmV40.37 dB256QAM21887927500
Downstream 411579.00 MHz3.90 dBmV40.95 dB256QAM21693735800
Downstream 512585.00 MHz4.10 dBmV40.37 dB256QAM20401788500
Downstream 613591.00 MHz4.10 dBmV40.37 dB256QAM20877502300
Downstream 714597.00 MHz4.30 dBmV40.37 dB256QAM23991094800
Downstream 815603.00 MHz4.50 dBmV40.37 dB256QAM21636401800
Downstream 916609.00 MHz4.50 dBmV40.37 dB256QAM22799897800
Downstream 1017615.00 MHz4.70 dBmV40.37 dB256QAM23521274500
Downstream 1118621.00 MHz4.50 dBmV40.37 dB256QAM25113321700
Downstream 1219627.00 MHz4.80 dBmV40.95 dB256QAM22497607200
Downstream 1320633.00 MHz4.60 dBmV40.37 dB256QAM25299134250
Downstream 1421639.00 MHz5.00 dBmV40.37 dB256QAM23520444100
Downstream 1522645.00 MHz4.80 dBmV40.95 dB256QAM23027705600
Downstream 1623651.00 MHz5.00 dBmV40.37 dB256QAM27909687200
Downstream 1724657.00 MHz4.90 dBmV40.37 dB256QAM28417308500
Downstream 1825663.00 MHz5.20 dBmV40.37 dB256QAM24625359700
Downstream 1926669.00 MHz5.00 dBmV40.37 dB256QAM28554095800
Downstream 2027675.00 MHz5.20 dBmV40.37 dB256QAM27236595500
Downstream 2128681.00 MHz5.10 dBmV40.37 dB256QAM24323374900
Downstream 2229687.00 MHz5.30 dBmV40.37 dB256QAM24655312400
Downstream 2330693.00 MHz5.40 dBmV40.37 dB256QAM32826164800
Downstream 2431699.00 MHz5.40 dBmV40.37 dB256QAM40781626800
Reset FEC Counters

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 11237.00 MHz39.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 21130.60 MHz39.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 31023.30 MHz39.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4918.50 MHz39.25 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM
Expert

Re: Connection issues with ARRIS SURFboard SB8200 DOCSIS 3.1 loosing connection

"non supported modem"will be their excuse.

probably a poorly written/ wrong provisioning.

 This is peer to peer support and we don't have any access to whoever o is doing the provisioning files.

 

sorry...

Participant

Re: Connection issues with ARRIS SURFboard SB8200 DOCSIS 3.1 loosing connection

@MsRaye I know thanks, they told me to contact Mortotal/Arris and let them know so they can try to resolve the issue but I think once TCW/Spectrum upgrades their network it will probably work. 

Participant

Re: Connection issues with ARRIS SURFboard SB8200 DOCSIS 3.1 loosing connection

So far as of today no issues with the TWC/Spectrum modem at all. I have not lost connection and the connection is stable. Its not as fast as it was before but i get around 330-400. 

Expert

Re: Connection issues with ARRIS SURFboard SB8200 DOCSIS 3.1 loosing connection

you are correct, they refuse to take any responsibility, blame it on the COAM devices auntil they get around to fixing it. This has gone on since TWC bought out all the smaller companies 8+ years ago.

They don't want to mess with customer gear and the FCC doesn't want to step in and force them to either.

 

Established Sharer

Re: Connection issues with ARRIS SURFboard SB8200 DOCSIS 3.1 loosing connection

Welcome to the rollback of network neutrality.  The White House thinks it is an unneeded rule that interferes too much with business making a profit for their investors.  Several states have already sued the FCC to require the NN rules remain in place. 

Also note that the Arris SB8200 unit does NOT appear on list of devices approved for customer purchase and operation on Spectrum's network.  This typically means that Spectrum doesn't have the correct programming boot file to keep your modem running correctly.