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.

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user_8fkt47

New Poster

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5 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.”

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?

user_8fkt47

New Poster

•

5 Messages

It's an Arris T25. Here is my latest issue. If I need to submit a direct message, please let me know:

“The modem unexpectedly restarted again today, Thursday, October 29, at approximately 2:18 p.m. EDT. Immediately afterward, its system uptime was three minutes. The previous unexpected restart was Saturday night, October 24.

Yesterday it had more than three days of uptime, zero QAM uncorrectables, and good signal readings. Following today’s restart, downstream power is -2.0 to -4.4 dBmV, QAM SNR is 36.61–38.98 dB, and upstream transmit is 46.75–47.5 dBmV. Downstream SNR and OFDM MER are lower than yesterday, although the current QAM readings remain within acceptable limits.

Please check the reset/offline history around 2:18 p.m. EDT today and determine whether Xfinity issued a reset or firmware update, whether there was a DOCSIS ranging/registration failure, or whether this appears to be a modem-side restart. Please also review historical upstream receive quality and whether other modems on the same segment had an interruption.

I need the recurring restart investigated”

2 hours ago

XfinityNasser

Official Employee

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7 Messages

Thanks for the additional details, @user_8fkt47. Working remotely, I understand just how important a reliable internet connection can be. This is not the experience we want for our valued members.

At this point, we recommend sending a direct message to move this forward with identifying what caused your internet to disconnect on October 18 and the subsequent events that followed.

Could you please send our team a direct message with your full name and full address?

To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "Start new conversation" (pencil and paper) icon
• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it

How to: Direct messaging within the forum | Xfinity Community Forum

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2 hours ago

user_8fkt47

New Poster

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5 Messages

Direct message was sent.

17 minutes ago

EG

Expert

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122.6K Messages

50 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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user_8fkt47

cable modem errors and unplanned reboot

user_8fkt47

XfinityChelseaB

user_8fkt47

XfinityNasser

user_8fkt47

EG

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