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user_995d43
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Monday, August 21st, 2023 4:58 PM

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ARRIS S33 Frequent Disconnects Daily

I purchased an ARRIS S33 Modem and W33 routers for my home. The issue is that the modem frequently disconnects throughout the day, typically dozens of times. I tried using the Xfinity Assistant however with the frequent disconnect/ connect issues, it determines that there are no known issues which is not the case as  the modem frequently cycles and a lose connectivity which typically resolves within a few minutes (before the self diag completes).

I shared the modem logs below for reference:

Date Time

Event Level

Description

31/12/1969
19:00:21

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

31/12/1969
19:00:21

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

31/12/1969
19:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
19:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
19:00:38

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

31/12/1969
19:00:15

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
19:00:19

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
19:00:22

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

31/12/1969
19:00:22

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

31/12/1969
19:00:22

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

31/12/1969
19:00:40

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
19:00:40

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
19:00:40

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

31/12/1969
19:00:16

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
19:00:20

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
19:00:22

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

31/12/1969
19:00:22

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

31/12/1969
19:00:22

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

31/12/1969
19:00:39

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
19:00:39

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
19:00:39

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

31/12/1969
19:00:15

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
19:00:19

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
19:00:20

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

31/12/1969
19:00:20

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

31/12/1969
19:00:21

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

31/12/1969
19:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
19:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
19:00:38

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

31/12/1969
19:00:15

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
19:00:20

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
19:00:21

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

31/12/1969
19:00:21

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

31/12/1969
19:00:21

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

31/12/1969
19:00:39

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
19:00:39

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
19:00:39

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

31/12/1969
19:00:15

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
19:00:20

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
19:00:22

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

31/12/1969
19:00:22

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

31/12/1969
19:00:22

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

31/12/1969
19:00:39

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
19:00:39

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
19:00:39

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

31/12/1969
19:00:15

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
19:00:19

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
19:00:20

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

31/12/1969
19:00:20

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

31/12/1969
19:00:20

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

21/8/2023
09:03:45

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

21/8/2023
09:03:45

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

21/8/2023
09:03:45

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

31/12/1969
19:00:15

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
19:00:19

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
19:00:21

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

31/12/1969
19:00:21

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

31/12/1969
19:00:21

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

31/12/1969
19:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
19:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
19:00:38

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

31/12/1969
19:00:15

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
19:00:20

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
19:00:21

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

31/12/1969
19:00:21

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

31/12/1969
19:00:21

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

31/12/1969
19:00:37

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
19:00:37

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
19:00:37

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

31/12/1969
19:00:15

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
19:00:19

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
19:00:22

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

31/12/1969
19:00:22

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

31/12/1969
19:00:22

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

21/8/2023
10:29:51

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

21/8/2023
10:29:51

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

21/8/2023
10:29:51

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

31/12/1969
19:00:15

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
19:00:19

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
19:00:20

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

31/12/1969
19:00:20

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

31/12/1969
19:00:20

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

31/12/1969
19:00:37

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
19:00:37

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
19:00:37

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

21/8/2023
11:14:13

3

Successful LAN WebGUI login from 73.214.137.69 on 23/08/21 at 11:14 AM.

31/12/1969
19:00:15

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
19:00:20

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
19:00:22

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.

31/12/1969
19:00:22

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.

31/12/1969
19:00:22

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

31/12/1969
19:00:30

6

Honoring MDD; IP provisioning mode = IPv6

31/12/1969
19:00:40

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
19:00:40

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
19:00:40

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

21/8/2023
11:17:30

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;

21/8/2023
11:17:36

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;

21/8/2023
11:22:47

3

Failed LAN WebGUI login attempt from 73.214.137.69 on 23/08/21 at 11:22 AM.

21/8/2023
11:22:55

3

Successful LAN WebGUI login from 73.214.137.69 on 23/08/21 at 11:22 AM.

21/8/2023
11:23:23

3

Successful LAN WebGUI login from 73.214.137.69 on 23/08/21 at 11:23 AM.

 

 

Question

 • 

Updated 

1 year ago

 • Edited

318

2

0

user_995d43

2 Messages

2 years ago

Also included signals, though I suspect these will vary based on the time it is pulled?

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
9 Locked QAM256 453000000 Hz 0 dBmV 40 dB 0 0
1 Locked QAM256 405000000 Hz 2 dBmV 41 dB 0 0
2 Locked QAM256 411000000 Hz 2 dBmV 41 dB 0 0
3 Locked QAM256 417000000 Hz 2 dBmV 41 dB 0 0
4 Locked QAM256 423000000 Hz 2 dBmV 41 dB 0 0
5 Locked QAM256 429000000 Hz 1 dBmV 41 dB 0 0
6 Locked QAM256 435000000 Hz 1 dBmV 41 dB 0 0
7 Locked QAM256 441000000 Hz 1 dBmV 41 dB 0 0
8 Locked QAM256 447000000 Hz 1 dBmV 41 dB 0 0
10 Locked QAM256 459000000 Hz 0 dBmV 40 dB 0 0
11 Locked QAM256 465000000 Hz 0 dBmV 40 dB 0 0
12 Locked QAM256 471000000 Hz 0 dBmV 40 dB 0 0
13 Locked QAM256 477000000 Hz 0 dBmV 40 dB 0 0
14 Locked QAM256 483000000 Hz 0 dBmV 40 dB 0 0
15 Locked QAM256 489000000 Hz 0 dBmV 40 dB 0 0
16 Locked QAM256 495000000 Hz 0 dBmV 40 dB 0 0
17 Locked QAM256 507000000 Hz 0 dBmV 40 dB 0 0
18 Locked QAM256 513000000 Hz 0 dBmV 40 dB 0 0
19 Locked QAM256 519000000 Hz 0 dBmV 40 dB 0 0
20 Locked QAM256 525000000 Hz 0 dBmV 40 dB 0 0
21 Locked QAM256 531000000 Hz -1 dBmV 40 dB 0 0
22 Locked QAM256 537000000 Hz -1 dBmV 40 dB 0 0
23 Locked QAM256 543000000 Hz -1 dBmV 39 dB 0 0
24 Locked QAM256 549000000 Hz -1 dBmV 40 dB 0 0
25 Locked QAM256 555000000 Hz -1 dBmV 39 dB 0 0
26 Locked QAM256 561000000 Hz -1 dBmV 39 dB 0 0
27 Locked QAM256 567000000 Hz -1 dBmV 39 dB 0 0
28 Locked QAM256 573000000 Hz -1 dBmV 39 dB 0 0
29 Locked QAM256 579000000 Hz -1 dBmV 39 dB 0 0
30 Locked QAM256 585000000 Hz -1 dBmV 39 dB 0 0
31 Locked QAM256 591000000 Hz -1 dBmV 39 dB 0 0
32 Locked QAM256 597000000 Hz -1 dBmV 39 dB 0 0
159 Locked OFDM PLC 678000000 Hz -3 dBmV 38 dB 7031826 0


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
2 Locked SC-QAM 16400000 Hz 6400000 36.8 dBmV
3 Locked SC-QAM 22800000 Hz 6400000 37.3 dBmV
4 Locked SC-QAM 29200000 Hz 6400000 37.8 dBmV
5 Locked SC-QAM 35600000 Hz 6400000 38.3 dBmV
6 Locked SC-QAM 40400000 Hz 3200000 39.3 dBmV

2

0

XfinityGabriel

Official Employee

 • 

2.2K Messages

Hi, @user_995d43! Thank you for taking the time out of your day to contact XFINITY over our forums' page for help with the modem disconnecting frequently. Internet interruptions are always frustrating in my opinion so I can relate to the inconvenience that this can cause you. I am sorry to learn about this experience. You've come to the group of experts who can help. Let's get this fixed. If you were to run an internet health test https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting via the Xfinity app, what results does it pull for you? Also, have you tried any of the troubleshooting steps provided in our Internet Troubleshooting Checklist to see if that makes any difference?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_wb43uz

1 Message

Any real answer or fix? I always see the same dumb copy/paste answer saying the issue will be escalated or "try to reboot the modem" but never a real solution. This is extremely common with this modem. 

1 year ago

0

EG

Expert

 • 

110K Messages

1 year ago

@user_wb43uz 


Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 4-month-old dead thread is now being closed.


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.

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