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Arris S33 modem loses connection multiple times a day. Event log shows errors.
Hello all,
I have been having intermittent connection issues for the past several months, but recently they have become more frequent. When the problem occurs the Xfinity status center shows the cable modem not connected and says "We're having trouble finding a signal".
I just found out how to access the error log on my modem and it does have a bunch of SYNC Timing errors and T4 Time outs as well as Event Type Code 16 and 24.
Being new to internet connection diagnosis I don't really know what I'm doing here. Any help pointing me in the right direction would be greatly appreciated.
I did purchase a new modem about two weeks ago, but that did not change the issue.
These are the errors from the most recent disconnect. MAC removed because I saw other people doing it and I don't know if it's a problem to post it.
10/4/2022
11:36:07 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.1;
10/4/2022
11:38:15 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=*************;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.1;
EG
Expert
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106.9K Messages
3 years ago
Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
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user_1ff7d6
Visitor
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8 Messages
3 years ago
I may not have posted in the correct spot. I'm new to these forums and still figuring it out :P
These numbers were pulled at a time that the internet was connected and working.
Procedure Status Comment
Acquire Downstream Channel 579000000 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
25 Locked QAM256 579000000 Hz 7 dBmV 40 dB 0 0
1 Locked QAM256 423000000 Hz 7 dBmV 40 dB 0 0
2 Locked QAM256 429000000 Hz 7 dBmV 40 dB 0 0
3 Locked QAM256 435000000 Hz 7 dBmV 40 dB 0 0
4 Locked QAM256 441000000 Hz 7 dBmV 40 dB 0 0
5 Locked QAM256 447000000 Hz 7 dBmV 40 dB 0 0
6 Locked QAM256 453000000 Hz 7 dBmV 40 dB 0 0
7 Locked QAM256 459000000 Hz 7 dBmV 40 dB 0 0
8 Locked QAM256 465000000 Hz 7 dBmV 40 dB 0 0
9 Locked QAM256 471000000 Hz 7 dBmV 40 dB 0 0
10 Locked QAM256 477000000 Hz 7 dBmV 40 dB 0 0
11 Locked QAM256 483000000 Hz 7 dBmV 40 dB 0 0
12 Locked QAM256 489000000 Hz 7 dBmV 40 dB 0 0
13 Locked QAM256 495000000 Hz 7 dBmV 40 dB 0 0
14 Locked QAM256 507000000 Hz 7 dBmV 40 dB 0 0
15 Locked QAM256 513000000 Hz 6 dBmV 40 dB 0 0
16 Locked QAM256 519000000 Hz 7 dBmV 40 dB 0 0
17 Locked QAM256 525000000 Hz 7 dBmV 40 dB 0 0
18 Locked QAM256 531000000 Hz 7 dBmV 40 dB 0 0
19 Locked QAM256 543000000 Hz 6 dBmV 40 dB 0 0
20 Locked QAM256 549000000 Hz 6 dBmV 40 dB 0 0
21 Locked QAM256 555000000 Hz 7 dBmV 40 dB 0 0
22 Locked QAM256 561000000 Hz 6 dBmV 40 dB 0 0
23 Locked QAM256 567000000 Hz 7 dBmV 40 dB 0 0
24 Locked QAM256 573000000 Hz 7 dBmV 40 dB 0 0
26 Locked QAM256 585000000 Hz 7 dBmV 40 dB 1 0
27 Locked QAM256 591000000 Hz 7 dBmV 40 dB 0 0
28 Locked QAM256 597000000 Hz 7 dBmV 40 dB 0 0
29 Locked QAM256 603000000 Hz 7 dBmV 40 dB 2 0
30 Locked QAM256 609000000 Hz 7 dBmV 40 dB 2 0
31 Locked QAM256 615000000 Hz 7 dBmV 40 dB 1 0
32 Locked QAM256 621000000 Hz 7 dBmV 40 dB 1 0
159 Locked OFDM PLC 722000000 Hz 11 dBmV 40 dB 106477399 1266
Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 10400000 Hz 3200000 39.5 dBmV
2 Locked SC-QAM 16400000 Hz 6400000 40.5 dBmV
3 Locked SC-QAM 22800000 Hz 6400000 41.5 dBmV
4 Locked SC-QAM 29200000 Hz 6400000 41.0 dBmV
5 Locked SC-QAM 35600000 Hz 6400000 41.0 dBmV
6 Locked SC-QAM 39600000 Hz 1600000 39.5 dBmV
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EG
Expert
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106.9K Messages
3 years ago
Even though the signal stats looked good at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere.
There are other signal stat figures 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 !
Also, bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
(edited)
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user_1ff7d6
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8 Messages
3 years ago
Thank you for your help
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