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2 Messages
Arris S33 - Frequent Disconnects
Hi! Last weekend I received a used Arris S33, and have activated it to take advantage of the "Gigabit" plan. First setup went great, took a bit longer to connect, transfer params and flash with a pushed update (from whatever, to whatever). After a while it came online, activated through the app with the modem mac. The first couple days were great, my ASUS router 2.5gbe was reporting 1200mbps to a local fiber node with as expected ping and jitter. However, beginning on Monday my uptime monitor was constantly reporting my gateway was down while I was at work. Sure enough, I came home and found that the modem had a massive (more than I've seen personally) amount of T3 timeouts, sometimes showing the CMTS mac (whether that matters) and sometimes not. Since then I've experience multiple dropouts every day, including 4 separate occasions today with the last one less than an hour ago. When I've been home and experience the dropout, I hop on the modem status page and find that it's acquired the downstream channel no problem at all. However, I can sit and refresh the page and watch as the modem tries to range for a signal, and ramp power up (sometimes to 60+dBmV) and down (~20dBmV). It'll do this for about 5-10 minutes before it will lock and continue the rest of the acquisition. When everything is connected, (to my knowledge) downstream snr and power levels look awesome (correct me if I'm wrong), and upstream is high 30s, very low 40s. I've surfed through the forums and tried just about everything is can, from switching coax cables from the wall, disconnecting and checking any and all female-female connectors, even going out to the pole checking that as well. There was a new drop installed (I believe a year or so ago) and a MoCA filter was installed on the house. I've chatted with XFINITY support and all they suggested doing was restarting, and doing a speed test. From there they determined the internet was functioning great and the restart worked. Unfortunately, the issue isn't the connection when it's working, because when it does, it's GREAT. Not sure who/where else to turn! Hoping someone here can help/suggest something that has helped them? Thanks in advance!
Alex
PS: Attached is the current status page (after the recent restart), and the event log with personal mac stuff redacted. The non-redacted CMTS macs are when it hasn't identified it.
| Downstream Bonded Channels | |||||||
|---|---|---|---|---|---|---|---|
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 20 | Locked | QAM256 | 549000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 1 | Locked | QAM256 | 423000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 2 | Locked | QAM256 | 429000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 3 | Locked | QAM256 | 435000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 4 | Locked | QAM256 | 441000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 5 | Locked | QAM256 | 447000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 6 | Locked | QAM256 | 453000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 7 | Locked | QAM256 | 459000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 8 | Locked | QAM256 | 465000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 9 | Locked | QAM256 | 471000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 10 | Locked | QAM256 | 477000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 11 | Locked | QAM256 | 483000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 12 | Locked | QAM256 | 489000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 13 | Locked | QAM256 | 495000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 14 | Locked | QAM256 | 507000000 Hz | -2 dBmV | 37 dB | 0 | 0 |
| 15 | Locked | QAM256 | 513000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 16 | Locked | QAM256 | 519000000 Hz | -3 dBmV | 38 dB | 0 | 0 |
| 17 | Locked | QAM256 | 525000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 18 | Locked | QAM256 | 531000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 19 | Locked | QAM256 | 543000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 21 | Locked | QAM256 | 555000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 22 | Locked | QAM256 | 561000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 23 | Locked | QAM256 | 567000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 24 | Locked | QAM256 | 573000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 25 | Locked | QAM256 | 579000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 26 | Locked | QAM256 | 585000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 27 | Locked | QAM256 | 591000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 28 | Locked | QAM256 | 597000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 29 | Locked | QAM256 | 603000000 Hz | -3 dBmV | 38 dB | 0 | 0 |
| 30 | Locked | QAM256 | 609000000 Hz | -3 dBmV | 38 dB | 0 | 0 |
| 31 | Locked | QAM256 | 615000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 32 | Locked | QAM256 | 621000000 Hz | -2 dBmV | 38 dB | 0 | 0 |
| 193 | Locked | OFDM PLC | 722000000 Hz | -4 dBmV | 37 dB | 1939137 | 0 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel ID | Lock Status | US Channel Type | Frequency | Width | Power | |
| 1 | Locked | SC-QAM | 35600000 Hz | 6400000 | 38.8 dBmV | |
| 2 | Locked | SC-QAM | 29200000 Hz | 6400000 | 41.3 dBmV | |
| 5 | Locked | SC-QAM | 40400000 Hz | 3200000 | 40.3 dBmV | |
Date Time Event Level Description
31/12/1969
16:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:21 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz.
31/12/1969
16:01:22 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:01:37 3 Successful LAN WebGUI login from (redacted) on 70/01/01 at 12:02 AM.
31/12/1969
16:05:14 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:10:56 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:11:09 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:11:09 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:11:09 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
29/6/2022
19:23:10 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
29/6/2022
19:25:12 3 Successful LAN WebGUI login from (redacted) on 22/06/29 at 7:25 PM.
31/12/1969
16:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:02:31 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:04:34 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:04:34 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:04:35 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz.
31/12/1969
16:05:48 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:06:15 3 Successful LAN WebGUI login from (redacted) on 70/01/01 at 12:06 AM.
31/12/1969
16:11:00 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:16:45 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:16:55 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:16:55 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:16:55 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
29/6/2022
19:57:32 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
29/6/2022
19:57:49 3 Failed LAN WebGUI login attempt from (redacted) on 22/06/29 at 7:57 PM.
29/6/2022
19:58:05 3 Successful LAN WebGUI login from (redacted) on 22/06/29 at 7:58 PM.
29/6/2022
20:09:06 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
29/6/2022
20:09:58 3 Successful LAN WebGUI login from (redacted) on 22/06/29 at 8:09 PM.
31/12/1969
16:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:22 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:22 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:22 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz.
31/12/1969
16:00:35 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:35 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:35 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
29/6/2022
20:20:38 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
29/6/2022
20:20:44 3 Successful LAN WebGUI login from (redacted) on 22/06/29 at 8:20 PM.
29/6/2022
20:21:35 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
29/6/2022
20:23:07 3 Successful LAN WebGUI login from 98.232.24.123 on 22/06/29 at 8:23 PM.
31/12/1969
16:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:20 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:20 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:20 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz.
31/12/1969
16:06:12 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:11:56 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:12:06 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:12:06 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:12:06 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
29/6/2022
23:53:08 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:21 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz.
31/12/1969
16:06:15 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:06:26 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:06:26 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:06:26 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
30/6/2022
03:53:40 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:21 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz.
31/12/1969
16:00:34 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:34 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:34 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
30/6/2022
05:25:43 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:21 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz.
31/12/1969
16:07:29 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:07:40 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:07:40 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:07:40 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
30/6/2022
12:30:49 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:20 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:22 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:22 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:22 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz.
31/12/1969
16:00:27 6 Honoring MDD; IP provisioning mode = IPv6
31/12/1969
16:00:35 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:35 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:35 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
30/6/2022
18:54:26 6 DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
30/6/2022
18:55:51 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
30/6/2022
18:59:11 3 Successful LAN WebGUI login from (redacted) on 22/06/30 at 6:59 PM.
30/6/2022
19:07:25 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
30/6/2022
19:14:12 3 Failed LAN WebGUI login attempt from (redacted) on 22/06/30 at 7:14 PM.
30/6/2022
19:14:18 3 Successful LAN WebGUI login from (redacted) on 22/06/30 at 7:14 PM.
30/6/2022
19:18:47 3 No Ranging Response received - T3 time-out;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;
EG
Expert
•
110K Messages
3 years ago
Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something intermittent is going on. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere.
There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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0
CCChristopher
Problem Solver
•
577 Messages
3 years ago
@abcdefghij7 Hello and good morning, and thank you for reaching out over our Xfinity Community Forums. Thank you also @EG for your expert assistance, it is always greatly appreciated! I am so sorry to hear about these service issues you have been experiencing, and I would be more than happy to help! I would like to run through a few remote troubleshooting tools we have here, which will send some signals to your modem to try and get to the root cause of the issue, and get this resolved. Then I can come back to this public post to share what the resolution was in case it might help others, which is what we always try to do whenever possible here on our Xfinity Forums. To get started, could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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