Background: I have been subscribing to the Xfinity/Comcast 175 megabit pkg for 6 months with zero issues until approx two weeks ago. The modem is an Arris SB8200.
Issues:
1) Intermittent loss of connection. When this happens, the modem is unable to connect (and authenticate). When this occurs, multiple modem reboots and hard resets have no effect. This issue is most prominent during peak hours (late morning, early afternoon). The loss of service happens on most weekdays and lasts for at least an hour each time. I have never experienced out-of-service issues on the weekends or late at night.
2) Modem is connected, but the connection is extremely slow. Only certain sites will work. This is sporadic.
Solutions tried:
1) Comcast sent a tech to inspect the connection. A ground block and Moca filter were replaced at my house. The tech did testing at the neighborhood "vault" and stated that network congestion is the most likely issue, which cannot be resolved. Supposedly, the tech disconnected my home's connection, connected his testing equipment, and was able to confirm the connectivity issues I am experiencing. Three other houses are connected to the same vault and my neighbors' state they are experiencing occasional slowness, but not the out of service issues I have been having.
2) I have replaced my wifi router with a different brand (and set-up), no improvement was observed.
3) I am currently using my other neighbor's Xfinity connection. He is connected to a different "vault" and his connection is perfect, so I am strongly suspicious that there is a connection issue somewhere.
Logs:
1) Modem power levels:
https://i.imgur.com/4KClr1t.jpg
https://i.imgur.com/FH5oMC5.jpg
https://i.imgur.com/eD24jh4.jpg
2) Error Logs:
https://i.imgur.com/9NpkXsw.jpg
https://i.imgur.com/BkN91Px.jpg
https://i.imgur.com/rJpJkq9.jpg
Any help is greatly appreciated.
Thanks.
Issues:
1) Intermittent loss of connection. When this happens, the modem is unable to connect (and authenticate). When this occurs, multiple modem reboots and hard resets have no effect. This issue is most prominent during peak hours (late morning, early afternoon). The loss of service happens on most weekdays and lasts for at least an hour each time. I have never experienced out-of-service issues on the weekends or late at night.
2) Modem is connected, but the connection is extremely slow. Only certain sites will work. This is sporadic.
Solutions tried:
1) Comcast sent a tech to inspect the connection. A ground block and Moca filter were replaced at my house. The tech did testing at the neighborhood "vault" and stated that network congestion is the most likely issue, which cannot be resolved. Supposedly, the tech disconnected my home's connection, connected his testing equipment, and was able to confirm the connectivity issues I am experiencing. Three other houses are connected to the same vault and my neighbors' state they are experiencing occasional slowness, but not the out of service issues I have been having.
2) I have replaced my wifi router with a different brand (and set-up), no improvement was observed.
3) I am currently using my other neighbor's Xfinity connection. He is connected to a different "vault" and his connection is perfect, so I am strongly suspicious that there is a connection issue somewhere.
Logs:
1) Modem power levels:
https://i.imgur.com/4KClr1t.jpg
https://i.imgur.com/FH5oMC5.jpg
https://i.imgur.com/eD24jh4.jpg
2) Error Logs:
https://i.imgur.com/9NpkXsw.jpg
https://i.imgur.com/BkN91Px.jpg
https://i.imgur.com/rJpJkq9.jpg
Any help is greatly appreciated.
Thanks.
Last edited: