Connection issues with ARRIS SURFboard SB8200 DOCSIS 3.1 loosing connection

[ernie599]

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, 15:8:32	Notice(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, 15:8:32	Error(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, 15:8:32	Error(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, 0:0:34	Warning(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, 0:0:32	Notice(6)	"Honoring MDD; IP provisioning mode = IPv4"
1-1-1970, 0:0:28	Critical(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, 2:6:46	Critical(3)	"Resetting the cable modem due to docsDevResetNow"
1-1-1970, 0:1:48	Critical(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, 0:0:33	Critical(3)	"Telnet user logged in from IP address 192.168.100.10."
1-1-1970, 0:0:29	Critical(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

Procedure	Status	Comment
Acquire Downstream Channel	705000000 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 ID	Lock Status	Modulation	Frequency	Power	SNR/MER	Corrected	Uncorrectables
32	Locked	QAM256	705000000 Hz	7.8 dBmV	41.0 dB	0	0
9	Locked	QAM256	567000000 Hz	8.1 dBmV	41.7 dB	0	0
10	Locked	QAM256	573000000 Hz	8.1 dBmV	41.6 dB	0	0
11	Locked	QAM256	579000000 Hz	8.2 dBmV	41.6 dB	0	0
12	Locked	QAM256	585000000 Hz	8.1 dBmV	41.3 dB	0	0
13	Locked	QAM256	591000000 Hz	8.1 dBmV	41.1 dB	0	0
14	Locked	QAM256	597000000 Hz	8.3 dBmV	41.3 dB	0	0
15	Locked	QAM256	603000000 Hz	8.2 dBmV	41.4 dB	0	0
16	Locked	QAM256	609000000 Hz	8.1 dBmV	41.5 dB	0	0
17	Locked	QAM256	615000000 Hz	8.0 dBmV	41.2 dB	0	0
18	Locked	QAM256	621000000 Hz	7.8 dBmV	41.3 dB	0	0
19	Locked	QAM256	627000000 Hz	7.7 dBmV	41.3 dB	0	0
20	Locked	QAM256	633000000 Hz	7.6 dBmV	41.2 dB	0	0
21	Locked	QAM256	639000000 Hz	7.6 dBmV	41.3 dB	0	0
22	Locked	QAM256	645000000 Hz	7.5 dBmV	41.2 dB	0	0
23	Locked	QAM256	651000000 Hz	7.4 dBmV	41.1 dB	0	0
24	Locked	QAM256	657000000 Hz	7.1 dBmV	41.2 dB	0	0
25	Locked	QAM256	663000000 Hz	7.4 dBmV	41.3 dB	0	0
26	Locked	QAM256	669000000 Hz	7.3 dBmV	41.2 dB	0	0
27	Locked	QAM256	675000000 Hz	7.6 dBmV	41.1 dB	0	0
28	Locked	QAM256	681000000 Hz	7.4 dBmV	41.1 dB	0	0
29	Locked	QAM256	687000000 Hz	7.8 dBmV	40.9 dB	0	0
30	Locked	QAM256	693000000 Hz	7.8 dBmV	41.1 dB	0	0
31	Locked	QAM256	699000000 Hz	7.9 dBmV	41.1 dB	0	0

Upstream Bonded Channels

Channel	Channel ID	Lock Status	US Channel Type	Frequency	Width	Power
1	11	Locked	SC-QAM	30600000 Hz	6400000 Hz	39.4 dBmV
2	9	Locked	SC-QAM	18500000 Hz	3200000 Hz	38.6 dBmV
3	10	Locked	SC-QAM	23300000 Hz	6400000 Hz	38.9 dBmV
4	12	Locked	SC-QAM	37000000 Hz	6400000 Hz	39.4 dBmV

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

[MsRaye]

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.

[ernie599]

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. 

[ernie599]

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. 

[ernie599]

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

	DCID	Freq	Power	SNR	Modulation	Octets	Correcteds	Uncorrectables
Downstream 1	32	705.00 MHz	5.40 dBmV	40.37 dB	256QAM	319952959	0	0
Downstream 2	9	567.00 MHz	4.00 dBmV	40.95 dB	256QAM	217499413	0	0
Downstream 3	10	573.00 MHz	4.10 dBmV	40.37 dB	256QAM	218879275	0	0
Downstream 4	11	579.00 MHz	3.90 dBmV	40.95 dB	256QAM	216937358	0	0
Downstream 5	12	585.00 MHz	4.10 dBmV	40.37 dB	256QAM	204017885	0	0
Downstream 6	13	591.00 MHz	4.10 dBmV	40.37 dB	256QAM	208775023	0	0
Downstream 7	14	597.00 MHz	4.30 dBmV	40.37 dB	256QAM	239910948	0	0
Downstream 8	15	603.00 MHz	4.50 dBmV	40.37 dB	256QAM	216364018	0	0
Downstream 9	16	609.00 MHz	4.50 dBmV	40.37 dB	256QAM	227998978	0	0
Downstream 10	17	615.00 MHz	4.70 dBmV	40.37 dB	256QAM	235212745	0	0
Downstream 11	18	621.00 MHz	4.50 dBmV	40.37 dB	256QAM	251133217	0	0
Downstream 12	19	627.00 MHz	4.80 dBmV	40.95 dB	256QAM	224976072	0	0
Downstream 13	20	633.00 MHz	4.60 dBmV	40.37 dB	256QAM	252991342	5	0
Downstream 14	21	639.00 MHz	5.00 dBmV	40.37 dB	256QAM	235204441	0	0
Downstream 15	22	645.00 MHz	4.80 dBmV	40.95 dB	256QAM	230277056	0	0
Downstream 16	23	651.00 MHz	5.00 dBmV	40.37 dB	256QAM	279096872	0	0
Downstream 17	24	657.00 MHz	4.90 dBmV	40.37 dB	256QAM	284173085	0	0
Downstream 18	25	663.00 MHz	5.20 dBmV	40.37 dB	256QAM	246253597	0	0
Downstream 19	26	669.00 MHz	5.00 dBmV	40.37 dB	256QAM	285540958	0	0
Downstream 20	27	675.00 MHz	5.20 dBmV	40.37 dB	256QAM	272365955	0	0
Downstream 21	28	681.00 MHz	5.10 dBmV	40.37 dB	256QAM	243233749	0	0
Downstream 22	29	687.00 MHz	5.30 dBmV	40.37 dB	256QAM	246553124	0	0
Downstream 23	30	693.00 MHz	5.40 dBmV	40.37 dB	256QAM	328261648	0	0
Downstream 24	31	699.00 MHz	5.40 dBmV	40.37 dB	256QAM	407816268	0	0

Reset FEC Counters

Upstream

	UCID	Freq	Power	Channel Type	Symbol Rate	Modulation
Upstream 1	12	37.00 MHz	39.50 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 2	11	30.60 MHz	39.25 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 3	10	23.30 MHz	39.00 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 4	9	18.50 MHz	39.25 dBmV	DOCSIS1.x (TDMA)	2560 kSym/s	16QAM

[MsRaye]

"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...

[ernie599]

@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. 

[ernie599]

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. 

[MsRaye]

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.

[karlbeckman]

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.