arris s33 frequent disconnect

Hi,

We upgraded our modem to the arris s33 in July to take advantage of the higher internet speeds. However, we've noticed since the upgrade, our internet would disconnect frequently, and we'd have to restart the modem for it to reconnect again. This has been very frustrating when we have to work from home. I've attached the modem stats & event log below, it looks like there are numerous timeouts? In case it's relevant, we also have Xfinity Home security, which uses a WNR1000 router. This is then connected to eero for wifi. Any suggestions on how we can keep our internet consistently connected?

Thanks so much!

Jennie

Startup Procedure
Procedure	Status	Comment
Acquire Downstream Channel	507000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed

Downstream Bonded Channels
Channel ID	Lock Status	Modulation	Frequency	Power	SNR/MER	Corrected	Uncorrectables
13	Locked	QAM256	507000000 Hz	-7 dBmV	41 dB	0	0
10	Locked	QAM256	483000000 Hz	-6 dBmV	41 dB	0	0
11	Locked	QAM256	489000000 Hz	-6 dBmV	41 dB	0	0
12	Locked	QAM256	495000000 Hz	-6 dBmV	41 dB	0	0
14	Locked	QAM256	513000000 Hz	-6 dBmV	41 dB	0	0
15	Locked	QAM256	519000000 Hz	-7 dBmV	41 dB	0	0
16	Locked	QAM256	525000000 Hz	-6 dBmV	41 dB	0	0
17	Locked	QAM256	531000000 Hz	-6 dBmV	41 dB	0	0
18	Locked	QAM256	537000000 Hz	-7 dBmV	41 dB	0	0
19	Locked	QAM256	543000000 Hz	-6 dBmV	41 dB	0	0
20	Locked	QAM256	549000000 Hz	-7 dBmV	41 dB	0	0
21	Locked	QAM256	555000000 Hz	-7 dBmV	41 dB	0	0
22	Locked	QAM256	561000000 Hz	-7 dBmV	41 dB	0	0
23	Locked	QAM256	567000000 Hz	-7 dBmV	41 dB	0	0
24	Locked	QAM256	573000000 Hz	-7 dBmV	41 dB	0	0
25	Locked	QAM256	579000000 Hz	-7 dBmV	41 dB	0	0
26	Locked	QAM256	585000000 Hz	-7 dBmV	41 dB	0	0
27	Locked	QAM256	591000000 Hz	-7 dBmV	41 dB	0	0
28	Locked	QAM256	597000000 Hz	-7 dBmV	41 dB	0	0
29	Locked	QAM256	603000000 Hz	-7 dBmV	41 dB	0	0
30	Locked	QAM256	609000000 Hz	-7 dBmV	41 dB	0	0
31	Locked	QAM256	615000000 Hz	-7 dBmV	41 dB	0	0
32	Locked	QAM256	621000000 Hz	-7 dBmV	41 dB	0	0
33	Locked	QAM256	627000000 Hz	-7 dBmV	41 dB	0	0
34	Locked	QAM256	633000000 Hz	-7 dBmV	41 dB	0	0
35	Locked	QAM256	639000000 Hz	-7 dBmV	41 dB	0	0
36	Locked	QAM256	645000000 Hz	-7 dBmV	41 dB	0	0
37	Locked	QAM256	651000000 Hz	-8 dBmV	41 dB	0	0
38	Locked	QAM256	657000000 Hz	-8 dBmV	41 dB	0	0
39	Locked	QAM256	663000000 Hz	-8 dBmV	41 dB	0	0
40	Locked	QAM256	669000000 Hz	-8 dBmV	40 dB	0	0
41	Locked	OFDM PLC	722000000 Hz	-8 dBmV	41 dB	9036247	0

Upstream Bonded Channels
Channel ID	Lock Status	US Channel Type	Frequency	Width	Power
1	Locked	SC-QAM	35600000 Hz	6400000	51.8 dBmV
2	Locked	SC-QAM	29200000 Hz	6400000	51.8 dBmV
3	Locked	SC-QAM	22800000 Hz	6400000	51.8 dBmV
4	Locked	SC-QAM	16400000 Hz	6400000	51.0 dBmV
5	Locked	SC-QAM	40400000 Hz	3200000	50.0 dBmV

Current System Time:Tue Sep 27 15:56:53 2022

31/12/1969 18:00:37	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 18:00:37	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 18:00:37	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
12/7/2022 14:12:04	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:16	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 18:00:19	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=*****;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:20	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969 18:00:24	3	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:39	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 18:00:39	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 18:00:39	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
16/7/2022 16:25:51	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:16	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 18:00:19	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=*****;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:21	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969 18:00:24	3	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:36	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 18:00:36	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 18:00:36	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
21/7/2022 06:23:50	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
28/7/2022 15:25:41	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:16	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 18:00:20	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=*****;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:22	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969 18:00:25	3	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:37	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 18:00:37	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 18:00:37	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
2/8/2022 06:12:52	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:16	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 18:00:19	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=*****;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:21	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969 18:00:26	3	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:41	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 18:00:41	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 18:00:41	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
2/8/2022 15:25:44	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
2/8/2022 15:25:44	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
2/8/2022 15:25:44	3	16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
2/8/2022 15:25:45	3	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
2/8/2022 15:25:49	3	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
2/8/2022 15:25:49	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
4/8/2022 00:47:06	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
4/8/2022 00:50:28	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
13/8/2022 02:10:46	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:16	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 18:00:19	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=*****;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:21	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969 18:00:23	3	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:38	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 18:00:38	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 18:00:38	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
19/8/2022 12:48:06	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
19/8/2022 12:48:06	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
19/8/2022 12:48:06	3	16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
19/8/2022 12:48:20	3	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
19/8/2022 12:48:55	3	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
21/8/2022 12:46:46	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
23/8/2022 09:40:07	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:16	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 18:00:19	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=*****;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:20	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969 18:00:24	3	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:39	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 18:00:39	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 18:00:39	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
27/8/2022 08:10:46	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:16	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 18:00:19	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=*****;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:20	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969 18:00:23	3	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:37	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 18:00:37	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 18:00:37	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
1/9/2022 09:07:11	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
1/9/2022 09:07:13	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
1/9/2022 20:08:43	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
1/9/2022 20:09:56	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
1/9/2022 20:09:56	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
1/9/2022 20:09:56	3	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:16	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 18:00:19	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=*****;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:21	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969 18:00:24	3	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:40	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 18:00:40	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 18:00:40	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
11/9/2022 14:22:40	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
22/9/2022 06:01:03	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:16	3	CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969 18:00:19	3	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=*****;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:20	3	CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969 18:00:24	3	No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:00:30	6	Honoring MDD; IP provisioning mode = IPv6
31/12/1969 18:00:41	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969 18:00:41	3	CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969 18:00:41	3	CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
27/9/2022 15:38:00	6	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
27/9/2022 15:48:03	3	Successful LAN WebGUI login from 73.51.226.218 on 22/09/27 at 3:48 PM.
27/9/2022 15:50:47	3	Successful LAN WebGUI login from 73.51.226.218 on 22/09/27 at 3:50 PM.

Responses

Accepted Solution

EG

Expert

•

109.6K Messages

3 years ago

Both the upstream and the downstream power levels are marginal and they may be intermittently fluctuating even farther to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

Good luck with it !

user_90d990

Visitor

•

3 Messages

@EG Thanks! We have a really long coiled coax cable from the wall, into a splitter that feeds into 1) the modem and 2) the dvr box. The modem is then connected to the WNR1000 for home security, and that in turn feeds into the eero. I have to admit I don't know much about these cables/splitters, I think these are the original ones Comcast gave us when they installed back in 2016. If I try to replace parts, what kind of numbers should I be looking for in the modem upstream/downstream power levels?

Thanks again!

Jennie

3 years ago

EG

Expert

•

109.6K Messages

3 years ago

Here are the values from the Troubleshooting Tips Topic that is pinned at the top of this help board;

Specification	Min	Max
Downstream Power Level
Cable Modems	-10dBmV	+10dBmV
Gateways and EMTAs	-7dBmV	+7dBmV
Downstream Signal to Noise Ratio	35dB	-
Upstream Power Level	+35dBmV	+50dBmV

user_90d990

Visitor

•

3 Messages

@EG Got it! I'll do some testing later today. Thanks!

3 years ago

CCAnna

Problem Solver

•

874 Messages

Thank you for reaching out to our community @user_90d990. You are in wonderful hands with our community expert @EG. If you still find you are having problems, please don't hesitate to reach back out. Our team might need to take a closer look at your account and possibly set a technician visit. We will be on standby.

I no longer work for Comcast.

3 years ago

Your Home Network

user_90d990

arris s33 frequent disconnect

EG

user_90d990

EG

user_90d990

CCAnna

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