Comcast Business service Down or Unusable

Hello,

Our Comcast Business Internet has become nearly unusable over the past few days - starting on Sunday August 11th. Troubleshooting has gotten me to the point where it seems like it's external to our building, so I'm opening this hoping to find a solution.

Running an Arris SB6190. I've tried factory resets, and lots of obviously rebooting of devices. There are no errors on the Arris. The internet connections are slow, and sometimes completely offline. This is happening throughout the day, and night, and greatly impacting our business.

From the Arris SB6190 troubleshooting guide: https://arris.secure.force.com/consumers/articles/General_FAQs/SB6190-Troubleshoot-Internet-Connection

Acceptable SNR Levels (dB):
If QAM64, SNR should be 23.5 dB or greater.
If QAM256 and DPL( -6 dBmV to +15 dBmV) SNR should be 30 dB or greater.
If QAM256 and DPL(-15 dBmV to -6 dBmV) SNR should be 33 dB or greater.

These vales look like they are in the range. What else should be looked at?

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	1	483.00 MHz	2.10 dBmV	40.95 dB	0	0
2	Locked	256QAM	2	489.00 MHz	2.20 dBmV	38.98 dB	13	0
3	Locked	256QAM	3	495.00 MHz	2.20 dBmV	40.37 dB	0	0
4	Locked	256QAM	4	507.00 MHz	2.10 dBmV	40.95 dB	10	0
5	Locked	256QAM	5	513.00 MHz	2.20 dBmV	40.37 dB	0	0
6	Locked	256QAM	6	519.00 MHz	2.00 dBmV	40.37 dB	0	0
7	Locked	256QAM	7	525.00 MHz	2.00 dBmV	40.37 dB	0	0
8	Locked	256QAM	8	531.00 MHz	1.70 dBmV	38.98 dB	0	0
9	Locked	256QAM	9	543.00 MHz	1.50 dBmV	38.98 dB	0	0
10	Locked	256QAM	10	549.00 MHz	1.30 dBmV	40.37 dB	0	0
11	Locked	256QAM	11	555.00 MHz	1.20 dBmV	40.37 dB	0	0
12	Locked	256QAM	12	561.00 MHz	0.90 dBmV	38.98 dB	0	0
13	Locked	256QAM	13	567.00 MHz	0.50 dBmV	38.61 dB	2	0
14	Locked	256QAM	14	573.00 MHz	0.00 dBmV	38.61 dB	0	0
15	Locked	256QAM	15	579.00 MHz	-0.60 dBmV	38.98 dB	0	0
16	Locked	256QAM	16	585.00 MHz	-0.60 dBmV	38.98 dB	0	0
17	Locked	256QAM	17	591.00 MHz	-0.30 dBmV	38.61 dB	0	0
18	Locked	256QAM	18	597.00 MHz	-0.10 dBmV	38.98 dB	0	0
19	Locked	256QAM	19	603.00 MHz	0.20 dBmV	38.61 dB	0	0
20	Locked	256QAM	20	609.00 MHz	0.40 dBmV	38.98 dB	0	0
21	Locked	256QAM	21	615.00 MHz	0.30 dBmV	38.61 dB	0	0
22	Locked	256QAM	22	621.00 MHz	0.20 dBmV	38.98 dB	2	0
23	Locked	256QAM	23	627.00 MHz	0.20 dBmV	38.98 dB	0	0
24	Locked	256QAM	24	633.00 MHz	0.40 dBmV	38.61 dB	0	0
25	Locked	256QAM	25	639.00 MHz	0.30 dBmV	38.90 dB	0	0
26	Locked	256QAM	26	645.00 MHz	0.50 dBmV	39.50 dB	0	0
27	Locked	256QAM	27	651.00 MHz	0.30 dBmV	39.20 dB	0	0
28	Locked	256QAM	28	657.00 MHz	0.30 dBmV	39.50 dB	0	0
29	Locked	256QAM	29	663.00 MHz	0.10 dBmV	38.60 dB	0	0
30	Locked	256QAM	30	669.00 MHz	0.20 dBmV	39.20 dB	0	0
31	Locked	256QAM	31	675.00 MHz	0.10 dBmV	39.20 dB	0	0
32	Locked	256QAM	32	681.00 MHz	0.00 dBmV	39.50 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	3	5120 kSym/s	17.30 MHz	40.50 dBmV
2	Locked	ATDMA	4	5120 kSym/s	23.70 MHz	40.50 dBmV
3	Locked	ATDMA	2	5120 kSym/s	36.50 MHz	40.50 dBmV
4	Locked	ATDMA	1	5120 kSym/s	30.10 MHz	40.50 dBmV

Thanks,

-Jon

Equipment

jdecamp

Comcast Business service Down or Unusable

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