New Poster
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4 Messages
cable modem errors and unplanned reboot
My ARRIS modem restarted unexpectedly on Saturday evening, October 24. I previously lost internet on October 18 and had to manually reboot it to restore service. After recovery, the signal levels consistently look good: downstream power approximately -1 to -3 dBmV, SNR approximately 39–41 dB, and upstream power approximately 46–47 dBmV.
On October 23 I also recorded 1,616 downstream uncorrectable errors concentrated at 471 MHz. After the latest restart, the counters are back to zero.
Please check the modem’s reset/offline history around Saturday evening and determine whether this was maintenance, a firmware update or commanded reset, loss of DOCSIS connectivity, or another cause. Please review historical upstream receive quality and ranging/registration events rather than relying only on its current good signal readings.
user_8fkt47
New Poster
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4 Messages
3 days ago
“As of Monday morning, the modem shows 1 day, 8 hours, 41 minutes uptime. Its current downstream power is -0.7 to -2.2 dBmV, SNR is 38.61–40.95 dB, and upstream transmit is 46–46.75 dBmV. All 32 QAM channels show zero uncorrectables, and the corrected counts are unchanged from Sunday evening.
The current connection looks clean, but I still need the unexpected Saturday-night restart investigated. Please check historical reset/offline records and whether there was maintenance, a firmware update, a commanded reset, or a DOCSIS connectivity failure. The uptime places startup around October 24 at 22:23 on the modem’s clock, which appears approximately one hour behind local time.”
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XfinityChelseaB
Official Employee
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2.7K Messages
2 days ago
Hello @user_8fkt47, Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. What model is your modem?
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EG
Expert
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122.6K Messages
32 minutes ago
@user_8fkt47 @XfinityNasser
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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