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Arris Modem Keeps Disconnecting Phone and Internet

Frequent Visitor

Arris Modem Keeps Disconnecting Phone and Internet

Since Sunday I have been experiencing my phone going out (no dial tone) and my internet not being available.  When I checked the Arris Modem, the only lights lit up are US, DS and Power.  Battery, Telephone 2, Telephone 1, Link and Online are not lit up.  I have unplugged all connections to the back of the modem, turned the power off and nothing.  It seems that when I move around the coax cables or unscrew them, the phone and internet still doesn't work and then all of a sudden it does.  I get a dial tone and internet back and then a few minutes later, they both go out again and I go back to doing what I do with all lines and cables and eventually something makes them work again.  My digital cable works fine, its just the phone has no dial tone and I have no internet access.  There is no one specific thing that I do to make them work.  If I unscrew one cable it might work but the next time it might be a different cable.

 

When I looked online for solutions as to why only the 3 lights are lit up when I have no phone or internet service, I get no answers.  Any help would be appreciated.

Problem Solver

Re: Arris Modem Keeps Disconnecting Phone and Internet

Your modem has a battery backup to keep the phone service working during a short power outage (like pulling the plug for a minute, etc.).  There is a little resessed button on the back of the modem that may say "Reset" next to it.  Use a sharp object like a pencil point or straightened paperclip and press that little button and the modem will reboot.  Wait a little while and see if the phone service is restored.
Valued Contributor

Re: Arris Modem Keeps Disconnecting Phone and Internet

Check the "event log" of the modem to see what is happening.   I had the same problem since I got the CDV; comcast tech fixed part of it 2 days after install when the modem just stopped working (it was a bad cable connector at the wall plate). 

 

For a couple of months both the internet & phone connections went out at random times.  Now believe it has been "fixed" by comcast as also believe that comcast has been doing stuff during the day & not notifying the subscribers in the area (the supposedly maintenance time is supposed to be around 2 to 3 am, so I've read somewhere).

 

My logs had shown that there were problems with the "no ringing response timeout",

some problems in getting a good response/acknowledgement to comcast sending DHCP, UCD cancelled, DCC aborted  & some other stuff,  VERY STRANGE that the info on the phone claims that the phone connection was still up during the outage.

 

Several days ago, saw a comcast contractor at the poll down the block when I gave up internet to go shopping as the internet access was DEAD; got back home a couple of hours later & the access was working for awhile then went dead again.  Went to get my mail & saw the comcast contractor replacing something at the box/dome in the apt complex.

 

When asked what he was doing, he just showed me the part being replaced & said that he is doing that along the block!!!

 

Anyway, things have been stable for a 1 1/2 weeks now.  AND no one acknowledges that the problem is comcast or what comcast is doing in the neighborhood; it is just another dumb "user problem", the same thing m$ also says.

Frequent Visitor

Re: Arris Modem Keeps Disconnecting Phone and Internet

Well, the problem has once again started and its another Sunday evening.  No phone, no internet and the same 3 green lights being lit up and all others out.  A Comcast representative did contact me about a week ago and I wasn't having any issues so there was nothing to resolve.  I have disconnected the modem and the Netgear router (basically unplugged everything on both).  Then sometimes all the modem lights come on and other times they come on when they feel like it.  I also have a desktop and laptop and it happens on both computers.  The Netgear router and modem is hooked up to the desktop and the laptop is wireless.  This problem usually occurs after 5 pm.  I also live in the Pittsburgh PA area.

 

I have run the tests that were suggested so I wanted to post what the results are.

 

Tracing route to a1526.g.akamai.net [96.17.74.145]

over a maximum of 30 hops:

1 1 ms 1 ms <1 ms 192.168.1.1

2 * * * Request timed out.

3 * * * Request timed out.

4 * * * Request timed out.

5 * * * Request timed out.

6 * * * Request timed out.

7 * * * Request timed out.

8 * * * Request timed out.

9 53 ms 42 ms 57 ms a96-17-74-145.deploy.akamaitechnologies.com [96.

17.74.145]

 

Trace complete.

 

Pinging a1526.g.akamai.net [204.2.228.19] with 32 bytes of data:

Reply from 204.2.228.19: bytes=32 time=37ms TTL=51

Reply from 204.2.228.19: bytes=32 time=37ms TTL=51

Reply from 204.2.228.19: bytes=32 time=36ms TTL=51

Reply from 204.2.228.19: bytes=32 time=35ms TTL=51

Reply from 204.2.228.19: bytes=32 time=37ms TTL=51

Reply from 204.2.228.19: bytes=32 time=46ms TTL=51

Reply from 204.2.228.19: bytes=32 time=43ms TTL=51

Reply from 204.2.228.19: bytes=32 time=35ms TTL=51

Reply from 204.2.228.19: bytes=32 time=38ms TTL=51

Reply from 204.2.228.19: bytes=32 time=34ms TTL=51

Reply from 204.2.228.19: bytes=32 time=38ms TTL=51

Reply from 204.2.228.19: bytes=32 time=40ms TTL=51

Reply from 204.2.228.19: bytes=32 time=45ms TTL=51

Reply from 204.2.228.19: bytes=32 time=39ms TTL=51

Reply from 204.2.228.19: bytes=32 time=40ms TTL=51

Reply from 204.2.228.19: bytes=32 time=40ms TTL=51

Reply from 204.2.228.19: bytes=32 time=54ms TTL=51

Reply from 204.2.228.19: bytes=32 time=42ms TTL=51

Reply from 204.2.228.19: bytes=32 time=38ms TTL=51

Reply from 204.2.228.19: bytes=32 time=39ms TTL=51

Reply from 204.2.228.19: bytes=32 time=40ms TTL=51

Reply from 204.2.228.19: bytes=32 time=45ms TTL=51

Reply from 204.2.228.19: bytes=32 time=40ms TTL=51

Reply from 204.2.228.19: bytes=32 time=40ms TTL=51

Reply from 204.2.228.19: bytes=32 time=39ms TTL=51

Reply from 204.2.228.19: bytes=32 time=39ms TTL=51

Reply from 204.2.228.19: bytes=32 time=36ms TTL=51

Reply from 204.2.228.19: bytes=32 time=38ms TTL=51

Reply from 204.2.228.19: bytes=32 time=42ms TTL=51

Reply from 204.2.228.19: bytes=32 time=34ms TTL=51

Reply from 204.2.228.19: bytes=32 time=42ms TTL=51

Reply from 204.2.228.19: bytes=32 time=60ms TTL=51

Reply from 204.2.228.19: bytes=32 time=48ms TTL=51

Reply from 204.2.228.19: bytes=32 time=34ms TTL=51

Reply from 204.2.228.19: bytes=32 time=52ms TTL=51

Reply from 204.2.228.19: bytes=32 time=48ms TTL=51

Reply from 204.2.228.19: bytes=32 time=34ms TTL=51

Reply from 204.2.228.19: bytes=32 time=40ms TTL=51

Reply from 204.2.228.19: bytes=32 time=34ms TTL=51

Reply from 204.2.228.19: bytes=32 time=34ms TTL=51

Request timed out.

Reply from 204.2.228.19: bytes=32 time=35ms TTL=51

Reply from 204.2.228.19: bytes=32 time=49ms TTL=51

Reply from 204.2.228.19: bytes=32 time=40ms TTL=51

Reply from 204.2.228.19: bytes=32 time=44ms TTL=51

Reply from 204.2.228.19: bytes=32 time=48ms TTL=51

Reply from 204.2.228.19: bytes=32 time=39ms TTL=51

Reply from 204.2.228.19: bytes=32 time=38ms TTL=51

Reply from 204.2.228.19: bytes=32 time=43ms TTL=51

Reply from 204.2.228.19: bytes=32 time=42ms TTL=51

Ping statistics for 204.2.228.19:

Packets: Sent = 50, Received = 49, Lost = 1 (2% loss),

Approximate round trip times in milli-seconds:

Minimum = 34ms, Maximum = 60ms, Average = 40ms

 

Downstream Freq/Power: 567.000 MHz -15 dBmV

Signal to Noise Ratio: 33 dB

Modulation: QAM256

 

Upstream Freq/Power: 22.000 MHz 58 dBmV

Channel Type: DOCSIS 1.x (TDMA)

Symbol Rate: 2560 kSym/sec

Modulation: QAM16

Valued Contributor

Re: Arris Modem Keeps Disconnecting Phone and Internet


halo611 wrote:

 

Downstream Freq/Power: 567.000 MHz -15 dBmV

Signal to Noise Ratio: 33 dB

Modulation: QAM256

 

Upstream Freq/Power: 22.000 MHz 58 dBmV

Channel Type: DOCSIS 1.x (TDMA)

Symbol Rate: 2560 kSym/sec

Modulation: QAM16


Those levels are HORID!!

you need a tech out ASAP!!

time to call Comcast

 

Problem Solver

Re: Arris Modem Keeps Disconnecting Phone and Internet

quick question for you, the lights that you have on when this is happening, are they all solid or are some of them flashing?
Frequent Visitor

Re: Arris Modem Keeps Disconnecting Phone and Internet

The 3 lights that remain on are solid.  Since my last post on here, I haven't had the problem but I shouldn't open my mouth to quickly about it.
New Poster

Re: Arris Modem Keeps Disconnecting Phone and Internet

Hate to hop on your thread and hijack it, but I am having a similar issue. Whenever I make a call or receive a call, the Arris TM602G resets and everything is dropped. When I checked the phone logs online, the calls either make it to the 4:59 mark or the 5 minute mark. I have only noticed the disconnect when talking to another digital voice subscriber from a different carrier - OOL. I have contacted comcast and have been on the phone with them for over 5 mins with no drop or reseting...

 

A tech is on their way here today to see what the issue is.

 

 

Downstream   Freq/Power: 573.000 MHz -2 dBmV     Signal to Noise Ratio:  37 dB     Modulation: QAM256  
Upstream   Freq/Power: 36.400 MHz 52 dBmV     Channel Type: DOCSIS 2.0 (ATDMA)     Symbol Rate: 5120 kSym/sec     Modulation: QAM16

 

Frequent Visitor

Re: Arris Modem Keeps Disconnecting Phone and Internet

I had Comcast come out a few weeks ago because I was getting tired of not having phone or internet.  This time, only 2 lights were lit on the modem and I could get nothing.  Comcast had me reset the modem which did nothing and also unplug everything from the modem which did nothing.

 

They ended up coming out the next day after I called them and the Comcast guy told me "its broke".  Well, no kidding.  He said I have no signal what-so-ever but my cable still worked on my TV.  Anyway, he said he had to call the guys with the bucket truck and it might take 24 hours for them to get here.  But, since I didn't have phone service he said they might be out in the evening.  After the Comcast guy left, within an hour the bucket truck was here and had everything fixed.  I have no idea what was wrong but it was something on the pole.  Since then, no problems.

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