3 Messages
persistent high latency and packet loss. Impenetrable technical support. Pointless chatbot.
I am seeing persistent high latency and packet loss even after restarting my Arris SB8200 modem. Certain Event Type Codes seem relevant: Event Type Code 24, Event Type Code 16. HOW DO WE RESOLVE THIS?
On an Arris SB8200 cable modem, "Event Type Code: 24" signifies a "Downstream Channel Loss" error, meaning the modem has detected a complete loss of signal on one or more downstream channels from your cable provider, which could be causing internet connectivity issues.
What it means:
- Signal quality problem:
The cable signal coming into your modem is likely experiencing significant degradation on specific frequencies, preventing the modem from properly receiving data on those channels.
- Potential causes:
-
- Damaged cable line
-
- Loose cable connections at the wall outlet or modem
-
- Issues with your cable provider's network
-
- Faulty modem hardware
On an Arris SB8200 cable modem, "Event Type Code: 16" typically indicates a problem with the communication between the modem and the cable provider's network, specifically related to a "timeout" during the "unicast maintenance" process, which is a routine check for signal quality on the cable line; meaning your internet connection might experience temporary slowdowns or disruptions when this code appears.
Key points about Event Type Code 16:
- Meaning:
A timeout occurred during the unicast maintenance process, which is a routine check performed by the cable modem to maintain signal quality.
- Potential causes:
-
- Signal issues on the cable line
-
- Issues with the cable provider's network
-
- Faulty cable modem
Here are raw log entries from after a power-cycle of the modem:
|
01/23/2025 11:05 |
74010100 |
6 |
"CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;" |
|
01/23/2025 11:04 |
74010100 |
6 |
"CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;" |
|
01/22/2025 17:59 |
74010100 |
6 |
"CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;" |
|
01/22/2025 17:58 |
74010100 |
6 |
"CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;" |
|
01/22/2025 17:58 |
74010100 |
6 |
"CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;" |
|
01/17/2025 18:10 |
67050300 |
5 |
"DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;" |
|
01/17/2025 18:10 |
84000500 |
3 |
"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"]CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;" |
|
01/17/2025 17:58 |
2436694061 |
5 |
"Dynamic Range Window violation" |
|
01/17/2025 17:58 |
82001100 |
5 |
"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;" |
|
01/17/2025 17:58 |
2436694061 |
5 |
"Dynamic Range Window violation" |
|
01/17/2025 17:58 |
82001100 |
5 |
"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;" |
|
01/17/2025 17:58 |
73050400 |
5 |
"REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;" |
|
01/17/2025 17:58 |
67061600 |
6 |
"DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;" |
|
01/01/1970 00:00 |
2436694066 |
6 |
"Honoring MDD; IP provisioning mode = IPv6" |
XfinityDemitrius
Official Employee
•
1.5K Messages
4 days ago
Hey @user_og1w1i, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity Internet connectivity issues. I would be more than happy to offer my assistance looking into this further for you.
With the connectivity issues being received typically the issue would be located within the home with the communication between the network and device. Some great things to check for issues like this are the following:
-> Check the coax cable going to the back of your modem box to ensure there's a tight connection. Loose connections can cause signal loss or introduce noise into the line.
-> Check the connections of the coax cable to any splitters within your home. Like at the back of your modem, loose connections here can cause signal loss or introduce noise into the line.
-> Check the coax cable to ensure it is in good quality such as no hard bends, kinks, bite marks, or cuts that could interfere with signal reaching the cable modem.
Please give these items a check and let us know if anything happened to be loose, not connected properly, or if you had to fix the cable line. We hope to hear from you soon to see if we need to troubleshoot further.
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