Does anyone know if i can buy a docsis 3.1 modem now. The reason why i ask. I heard the new modems have AQM. Can some one please help me?
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[DOCSIS] Docsis 3.1 modems?
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[Connectivity] Yet another SBG6580 "Access Denied" issue
Hello,
I just became a Comcast internet customer, but have no success of being connected. I have my own modem (Surfboard SBG6580) but the connection status at the admin page says "Access Denied." The persistent issue still happening.
The firmware version is
SBG6580-3.1.0.0-GA-07-180-NOSH. Apparently, one of the oldest. I also read in the forum that this problem was solved with the recent firmware but I cannot update the firmware myself.
Apparently this is a known issue as I searched online (this forum particularly) and people suggested PMing Netcool as the problem cannot be solved by the customer. Probably the best idea, but the DSLReports does not allow PM within 8 hours after new account creation ;( Also I do not think posting my MAC address on the public form is a good idea.
(Well, never mind. The MAC address is REMOVED . I will remove it later.)
I know this is Sunday and employees have to have a rest, but is there any faster way to solve this problem before I can wait 8 hours? (Hopefully the NetDog's automated tool may pick up my post and solve it for me...) Thanks in advance for the suggestions.
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DHCP on wireless router or switch or both
My setup is below.
Arris SB8200
->
Netgear R6250 (Wireless Router)
->
Netgear ProSafe JGS524Ev2 (switch)
I logged into my switch and it showed that DHCP mode is enabled. Do I need to turn it off on the switch or the router or leave it on both?
I had a could of wired devices on the wireless router but am trying to take any load off of it I can to get the best wireless performance. So I am running cat 6a to wireless router and cat 6a to port 1 on switch and cat 6a from switch to all devices that can be wired.
Wireless devices: iPhones, iPads, my work laptop when not working in home office, kids chrome books when doing school work.
Wired devices: Denon AVR, Raspberry Pi supplying scanner feed to broadcastify, work laptop when in office, PS4, Apple TV, Roku, security cameras.
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[Firmware] cm820a
In late spring of 2015, I followed Comcast's suggestion and bought an ARRIS DOCSIS 3.0 Touchstone WideBand Cable Modem model CM820A version 1. Soon after I plugged it in and got it authorized, Comcast updated the firmware to TS090193_061815_WBM760_CM820 Firmware Build Time: Thu Jun 18 05:09:46 EDT 2015. The update removed the option to use Arris Password of the day to access "Advanced" tab data thought the modem's built in web page, but other than that didn't seem to do anything. Occasionally I've found I've need to unplug both the modem and my home network router in order to get internet access back after Comcast internet problems.
Today our home lost Comcast internet connectivity and I first thought it was just another of the frequent outages when the weather changes, but when I hound that there was no outage, I just cycled the power on both the modem and the router. When that didn't work, I checked the modem's built in web page, and found that Comcast had updated the firmware to TS0901103M2Y_071817_WBM760_CM820 Firmware Build Time: Tue Jul 18 08:17:57 EDT 2017.
I then found that when to connect to web pages with Firefox, a bar appeared on top of the window saying I need to authorize my my "new" modem using my Comcast account logon. I tried it but the process just looped around with no end so I called Comcast.
The technician I reached insisted that Comcast NEVER updates firmware in customer owned cable modems, and suggested I contact the manufacturer. I insisted that I've not only seen Comcast update customer owned cable modem's, I've read on many sites that its common practice, including on the Arris website. After saying I would call back and hopefully reach someone who might understand about Comcast updating customer modem firmware, I tried unplugging the cable modem, pressing and holding the reset button, and then while still pressing the reset button plugged the cable modem back in again. Our internet access was instantly restored without requiring anything else.
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service out again
Once again my service is out and comcast is trying to make me jump through hoops in order to get it fixed I just want to technician to come out to the house in a timely manner and fix the service instead all kinds of nonsense. If anybody from Comcast can hear me we’re getting ready to cancel to go over this subpar service just so we don’t have to give you guys her money anymore please come and fix our service.
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[Signals] "Looks like your wiring needs attention. We can help!"
I received an email from Comcast with the following text.
"We’ve detected a loose or damaged cable in your home. If
it isn’t fixed, you could experience service issues in the
future. This may also impact the service quality of others in
your neighborhood. We would like to locate and fix the
issue to make sure you don’t experience any
problems in the future.
Give us a call today to schedule your complimentary service visit."
Do any of the techs here know what exactly triggers this email to be sent? The modem logs haven't shown an kind of disconnect or T3 timeout since late September. Nobody left any kind of door tag, and if they climbed the pole in my back yard to disconnect the drop to confirm the ingress was coming from my house, the modem would have reset.
The upstream power level is 34-36 dBmV same as it has always been, on the bottom of the acceptable range. The run the modem is old RG-59 coax with two barrel connectors replacing points where there used to be splitters as I am an internet only subscriber. Should I expect that this wiring is going to be condemned and replaced possibly costing me some $$$, or do they typically fix this by adding some kind of attenuator?
If something was really messing up the system badly, would I already be disconnected?
Here are the signal stats.
-------
Channel ID 9 10 11 12
Frequency 513000000 Hz 519000000 Hz 525000000 Hz 531000000 Hz
Signal to Noise Ratio 38 dB 38 dB 38 dB 38 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level
0 dBmV 0 dBmV 0 dBmV 0 dBmV
Upstream Bonding Channel Value
Channel ID 2 1 3
Frequency 19400000 Hz 25800000 Hz 14600000 Hz
Ranging Service ID 3125 3125 3125
Symbol Rate 5.120 Msym/sec 5.120 Msym/sec 2.560 Msym/sec
Power Level 35 dBmV 36 dBmV 34 dBmV
Upstream Modulation [2] QPSK
[1] 16QAM
[3] 64QAM
[2] QPSK
[1] 16QAM
[3] 64QAM
[2] QPSK
[1] 16QAM
[3] 64QAM
Ranging Status Success Success Success
Signal Stats (Codewords) Bonding Channel Value
Channel ID 9 10 11 12
Total Unerrored Codewords 159678590035 159677452215 159677450180 159677396983
Total Correctable Codewords 11686 3591 5926 58036
Total Uncorrectable Codewords 10336 5686 5545 6765
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[Connectivity] Modem can't stay connected once new router hooked up
Answer these "6" questions first, then answer any of the following questions that are specific to your issue:
1) Your location: City and State.
Nashua New Hampshire
2) A description of the problem.
I'm trying to update router from wireless G to ac and as soon as I do modem can't stay connected (with two different routers of each type). Sometimes it will briefly connect but every few minutes or sooner (maybe up to 10 minutes at best) it disconnects, all modem connectivity lights go out and gradually come back, ad infinitum.
What could even explain a router being able to cause the modem to lose its connection? I didn't even think that was possible. Could a defect in the modem explain that behavior?
3) Is the issue intermittent, constant or does it occur at a specific time of day?
Issue starts happening immediately when I connect a wireless ac / gigabit router and stops as as soon as I revert to a wireless G router.
4) Your modem make, model & firmware version.
Model Name: SB6121
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.16-SCM00-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3
Hardware Version: 5.0
Firmware Build Time: Feb 16 2016 11:28:04
5) Describe any home networking if applicable. (i.e. routers, hubs, adapters, etc.)
Old router: Linksys WRT54G (wireless G -- has worked fine for years).
A while back I bought a brand new Netgear R6400 router and experienced the problem, so returned it thinking it was defective. I recently bought a refurb Linksys EA7500 (edit: previously mistakenly said EA8500) and same exact problem. Reverting to the WRT54G resolves the problem immediately.
I also just hooked up an old Netgear WGR614 (wireless G) router and that also doesn't cause the modem to lose connection.
6) List any firewall and/or anti-virus software you have installed. Include what version you have.
N/A
If you have an issue with an intermittent connection or no connection:
• What indicator lights does the modem have and the current status of each. (i.e. constant or blinking)
With wireless G routers:
Steady green Power
Steady blue Receive
Steady blue Send
Steady green Online
Blinking amber Link (100Base-T)
With wireless ac routers:
Steady green Power
Steady blue Receive
Steady blue Send
Steady green Online
Blinking blue Link (1000Base-T)
^^ All briefly, then all lights except power go out and gradually come back on, ad infinitum.
• Post the modem's Signal Levels & Log Entries
See attachements.
• Give a description of the cable & splitters configuration in your home leading to the modem.
Wall to Comcast provided 2-way splitter to modem / X1 box.
For any other issues:
• Post any additional information that may help in resolving your issue.
It's interesting and maybe coincidental that the problem happens when a router with gigabit ethernet is connected to the modem. But I've tried several different cables to connect the routers to the modem, for the Linksys EA7500 (edit: previously mistakenly said EA8500) definitely including the one that came with it, so it doesn't seem likely to me that cables are the problem.
I did set the same MAC address from the old router (originally the computer the service was setup with) in the new routers. So when switching between the wireless G / ac routers they all have the same MAC address (though the Netgear WGR614 was also working with a different MAC address as well).
I don't know what to make of this and it's super frustrating, help appreciated!
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[CustSvc] Is the Customer Experience actually improving at Comcast?
What have your recent experiences with Comcast's customer service/support been like?
Comcast (Yes, That Comcast) Knows a Thing or Two About Customer Experience
By Candace Cui, CMSWire - October 4, 2017
http://www.cmswire.com/customer-experience/comcast-yes-that-comcast-knows-a-thing-or-two-about-customer-experience/quote:The following statement may surprise many: there's much to learn from Comcast’s customer experience team.
Comcast Leaves Customer Experience Blunders Behind
Members of the Comcast CX team were refreshingly blunt about their former reputation during the CX Day event yesterday held in the flashy new Comcast Studio Xfinity flagship store in Chicago.
“We definitely weren’t, and still aren’t, perfect,” said Graham Tutton, VP Customer Insights at the Philadelphia-headquartered Comcast. Tutton cited numerous examples of the company's less than stellar customer service record, including the dubious honor of topping MSN.com’s Customer Service Hall of Shame.
But times are changing.
Comcast is growing its CX team, tackling its customer happiness with the same force that it grew its operations and prowess. With a $300 million investment in the Chicago-based region alone, it can now boast the largest net promoter score (NPS) worldwide.
Cultural Change Drives Customer Efforts
It’s not, however, the score that matters for its NPS, it’s the system. David Smith, Comcast’s VP Customer Experience, emphasized cultural change across the company's 90,000 employees was at the heart of the company's many CX efforts. “It’s an emotional thing, energizing employees on the front line.”
From monthly employee surveys to ensuring the CEO speaks to customers directly each week, working with that 90,000 person team has boosted its NPS from region to region by an average of 20 points. Without internal advocacy, people go to work with the same goals and customer-facing strategies often go awry.
By reaching across the aisle, Tutton repeated many times, you can reinvest in what makes your work matter.
Comcast's Win-Win-Win
Tutton produced an interesting result of how incremental changes make big impacts. With the processes in place over the last two years of customer experience improvements, Comcast has saved an accumulated 347 years of waiting time for their customers in the Chicago-based region alone.
From an ROI perspective, that’s money saved. From a customer perspective, that’s more time for their daily lives. From an employee perspective, that’s a win.
Most importantly, the lesson learned from Comcast is that customer experience is never finished. This is not a project with a timeline for completion, only goals reached and setbacks along the way. Without a focus on creating cultural transformation, organizations are guaranteed to see more setbacks than successes. ...
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[Install] New cable needed -- how much of a mess?
I was all ready for my Xfinity install and the tech confirmed that everything inside the house looked good and was ready to go. Then he found that the very old existing Comcast cable -- installed in the early days of cable service in the area -- was not going to be usable. So now they've scheduled the work to pull a new cable, and for some reason it has to come from the box on the other side of the street (typical suburban neighborhood). So how much of a mess is this going to be? Or in other words, how much digging is necessary to install the conduit/cable under a residential concrete street and thru my yard? I didn't plan on having to fix my lawn, repair sprinkler lines they hit, etc.
To complicate things, it might be necessary for them to go under the street and then under my driveway as well. I'm almost rethinking the whole Xfinity thing! I do still have a WOW cable coming up to the house...
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Central Market Speed Increases - Business Class?
Still no word on speed increases for business class service, and price points remain very high.
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[Connectivity] Bufferbloat spikes during upload testing. T3 Timeout's
Hey guys, Been experiencing some slightly strange issues with my Xfinity internet recently.
I'm in Bellevue Washington and I was using an Arris SB6183 Modem, now I am using a Xfinity supplied standard gateway w/ bridge mode turned on for my ASUS RT-AC66U.
Basically, few weeks ago, friends started telling me my voice sounded laggy or robotic at times when I spoke in online voice chat.
This would be random, no real observed pattern, only happens for a few seconds to a few minutes at a time.
Noticed strangely that my speeds were all fine, and that I could hear others perfectly fine. I was usually in game as well, and I did not experience a lag spike.
Was able to finally catch on two separate occasions some bufferbloat spikes on upload testing.
Fast forward a week. One day the internet on my modem goes out. Lights everywhere are still fine. Reboot the router, get no internet connection, says I need to contact ISP for DHCP error.
I reboot the modem and the internet is restored.
The next week I started experiencing slightly more frequent lag spikes, now my lag spikes are much more measurable, was also getting packet loss as well.
Then the speed one day just dropped off to crap. Terrible speeds.
Comcast techs were able to come out and identify a large amount of line noise, they said there was a lot of line noise in the "Upload SNR"?
Line maintenance came out and replaced the line going from my house to the main telephone pole. Still had issues, had the rest of my wires replaced yesterday.
Still the same issue on that modem.
Swap out to a Comcast modem and the speeds went back to what I was supposed to have before.
HOWEVER. I'm noticing... slight delay or a slight delay in loading of web pages. Seems slower than before. Been testing all my speeds and what not, speeds are fine.
However, I've been noticing some bufferbloat spikes, especially on upload. (I remember I've had this problem since I got my service I believe).
I turned on my QoS like usual, limited it slightly and it made the bufferbloat slightly better. However whenever I do the test, right at the start of the upload test there will be a HUGE spike in bufferbloat (which immediately goes down).
I've been monitoring my Comcast Modem logs and its shown 3 of these errors: [Docsis][969]: No Ranging Response received - T3 time-out
(I've had this Comcast modem since yesterday at 3, its been around 27 hours.
I still have the logs saved for my Arris SB6183, and my Arris had quite a few T-3 Timeouts and No ranging response received errors as well.
What do you guys think the problem is? It still seems like there could possibly be something wrong with my upstream... however my modem stats look fine. Its just the logs showing errors.
I've had comcast techs look at my power levels and what not, they were all normal/ good (Arris).
I've done some research and it seems like im definitely not alone with this issue, especially on some Arris Modems.
Do you guys think its my modem that could possibly be faulty? Or some kind of issue on Comcast's end? or both?
Here's some of the logs I've gotten from my old Arris Modem:
These are most of the ones I've seen. The Timing Sync Failure is spammed completely all across the logs. Most of the logs are those.
And there were quite a lot of T4 timeouts on the 23rd.
Time Priority Description
Mon Oct 30 09:10:56 2017 Warning (5) Dynamic Range Window violation
Mon Oct 30 07:24:53 2017 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:ef:a1:d8;CMTS-MAC=00:38:df:08:bb:22;CM-QOS=1.1;CM-VER=3.0;
Mon Oct 30 06:26:32 2017 Warning (5) Dynamic Range Window violation
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ef:a1:d8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=74:ea:e8:ef:a1:d8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ef:a1:d8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Sat Sep 23 07:10:37 2017 Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Sat Sep 23 07:51:56 2017 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ef:a1:d8;CMTS-MAC=00:38:df:08:bb:22;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 23 07:51:56 2017 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=74:ea:e8:ef:a1:d8;CMTS-MAC=00:38:df:08:bb:22;CM-QOS=1.1;CM-VER=3.0;
Sat Sep 23 07:51:36 2017 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ef:a1:d8;CMTS-MAC=00:38:df:08:bb:22;CM-QOS=1.1;CM-VER=3.0;
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[Speed] here in Atlanta speed increase
well my speeds went down tech coming tomorow 6.5 upload
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[Speed] Performance plan only 25mbps / Now Extreme 150 only 70mbps
Ive been suffering from bad download speeds for years. Netflix often buffers out, websites take long to load, games are laggy etc.
I finally got fedup and upgraded from xfinity performance to extreme 150 today.
With performance plan I was getting 25mbps and not the advertised 60mbps , with extreme 150 it is much better but still only 75mbps.
If I would of had the full 60mbps speeds with the performance plan then I wouldnt of had to upgrade to the extreme 150.
Is it normal to get only 70mbps download speeds with the Extreme 150 plan?
Ive tested it on several speed test sites. Comcasts speed test only shows 10mbps?!?!
I ran the test on here and it looks really bad?
I have a Zoom 5341j and have reset it and wired it directly to my computer so I could bypass the router, still only 75mbps. Confirmed results on old gaming rig and 2 brand new gaming computers I just built.
Any ideas?
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[Connectivity] Unable to reach certain sites
I seem to be unable to reach either Facebook or Dropbox this morning. Tried rebooting everything and most sites work but some timeout. Right now Facebook does not respond to ping. Should I just wait it out?
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[Equip] New Modem?
I have the 100 mb Performance Pro Internet from comcast. Using the sb6141 modem connected to a asus RT-N66U router.
. Comcast reps/techs via chat tell me the 6141 is no longer compatible. Thinking about using the ARRIS SURFboard SB6190 as a replacement. Your thoughts? What about other brands?? If I can get a better price on the internet service I will bump up the speeds and with a new modem be ready for the higher speed. Another reason to replace eq. is both units are older and I am in the process of replacing 8 year old computers, etc. Might as well go all the way and replace everything
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[Signals] Unicast DSID PSN startup error
Would anyone please tell me what this "Unicast DSID PSN startup error" means, please ? I see it now and again in my modem log maybe 3 times in a 6 week period -- or so. I saw it today after a power outage. Is it indicative of a problem with my cable modem, or .... ? Connection is fine so just curious.
Modem: Zoom 5341J
Connection: wired
Setup: Old desktop PC, Vonage adapter, Zoom 5341J. No router.
Location: greater Grand Rapids, MI area
I had inquired about it as an added aside in this thread but wasn't relevant to what I was asking about:
https://www.dslreports.com/forum/r31607873-Connectivity-Lost-DS-channel-and-odd-frequency
Thanks very much in advance.
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[Plan] DOCSIS 3.1 Gigabit Internet
Does anyone know when the DOCSIS 3.1 Gigabit Internet will be available in West Virginia? There are several surrounding states that already support the plan but for some reason West Virginia has yet to get it.
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[Speed] Comcast 2017 Speed Upgrades
Comcast announced today the first, free, speed upgrades of 2017.
Houston and some Northwest markets are getting their Performance tier speed upgraded from 50 to 70 Mbps:
Comcast to Increase Internet Speeds for Customers in Houston at No Additional Cost
Customers Can Stream Shows, Video Chat or Use At Least Four Devices at Once with Xfinity’s Performance Internet
Comcast press release, Business Wire - March 1, 2017
http://www.businesswire.com/news/home/20170301005278/en/Comcast-Increase-Internet-Speeds-Customers-Houston-Additional
Comcast to Increase Internet Speeds for Customers in Washington State at No Additional Cost
Customers Can Stream Shows, Video Chat or Use At Least Four Devices at Once with Xfinity’s Performance Internet
Comcast press release, Business Wire - March 1, 2017
http://www.businesswire.com/news/home/20170301005717/en/Comcast-Increase-Internet-Speeds-Customers-Washington-State
Comcast to Increase Internet Speeds for Customers in Oregon/SW Washington at No Additional Cost
Customers Can Stream Shows, Video Chat or Use At Least Four Devices at Once with Xfinity’s Performance Internet
Comcast press release, Business Wire - March 1, 2017
http://www.businesswire.com/news/home/20170301005451/en/Comcast-Increase-Internet-Speeds-Customers-OregonSW-Washingtonquote:Comcast today announced it is increasing the speeds of its Xfinity Internet speed package – Performance Internet – for existing customers … at no additional cost.
Performance Internet customers will see their download speed increase from 50 Mbps to up to 70 Mbps. Customers can expect to experience the new speeds today, March 1.
To get the increased speeds, most customers will simply need to re-start their modems when notified by Comcast that the new speed is available. Comcast will also notify customers who may need to upgrade their modems to receive the increased speeds. Customers who lease modems from Comcast will be able to receive upgraded modems at no additional charge. Customers who own their own modems and need to upgrade their modems to receive the increased speeds will need to purchase a new modem or can lease a new modem from Comcast. ...EDIT: Karl also has a news item up on this now: https://www.dslreports.com/shownews/Comcast-Begins-Bumping-Performance-Tier-From-50-to-70-Mbps-139061
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[Equip] Recommendations for a replacement modem/voice?
I have Internet, TV, and Voice service right now from Comcast, so unfortuantely my options for a modem are a bit more limited since I have voice service. Right now I have a Cisco DPC3941T... and I hate it.
First of all, I am not happy that it's also a router and wifi gateway, I have my own, and really don't like having this extra mess that I have little control over. The rep who gave it to me said that they had no plain modem/voice devices anymore. Furthermore, it seems to be ignoring my settings now.
As I said, I have my own router, so I have no need for the modem's built-in features. I went in and disabled all the WiFi hardware, went into my account and disabled the hotspot service, and even set the modem into bridge mode. This USED to work.... but not anymore. Now, the WiFi lights stay on and blinking even though it claims the WiFi is "off". I looked this up, and apparently the official answer is that this is a "bug" in the firmware and that they really are off... but that appears to be a lie, since it's now causing interferance with nearby audio equiptment when it didn't before. The interferance goes away if I move it further away or unplug it, and it used to be right next to the equiptment without causing interference before, back when the WiFi lights actually stayed off. Furthermore, some people have reported that it beroadcasts hidden 2.4ghz channels anyway.... and now, it's not even bothering to lie to me about it, it's even saying in it's status that the 2.4ghz band is active, even though I turned it off.
At the time, the tech who forced me to replace my own voice/modem with this gateway said I had no option but to rent from them due to the voice service, claiming that due to 911 restrictions I can't buy my own, I don't know if he was lying or not, but I recently noticed that Comast has an official page that lists "compatible" devices you can use iof you were to buy your own.
So, that's what I want to do. I am also guessing that Cisco DPC3941T they gave me is likely the lowest in terms of quality as well?
These are the ones Comcast claims would be "compatible" with my service:
https://i.imgur.com/bsCiHIA.jpg
Can anyone give me any recommendations on which ones to get? I know that obivously Comcast will still have some control as they will have to push their configuration to it for my service, but will they still be able to override my WiFi settings and force it on like they are doing now? Are any of these which do NOT offer router/WiFi features (what I would prefer) any good or better than my current modem?
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[Signals] Down stream channels
Just read a post about down stream channels. Just being curious,,,,how do I check or find out how many down stream channels I have access to on my internet service??
modem is sb6141
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