Cable modem has started rebooting nightly at the same time.

So, about 2 weeks ago I noticed I was having brief internet outages each night around 9:30 PM (CDT) I use PingPlotter to diagnose network issue some times and have it running as a service on one of my PCs, so it's constantly sending a ping to my DNS provider's IP every few seconds (I currently have it set for 5) just so if I have internet disruptions, I can do some quick troubleshooting to see where along the path it's breaking down. Since it runs as a service on startup, I basically have all the data since my last reboot available to me (I could log it and export it, but I don't).

So, I looked at the last 5 days of data and I noticed that its been happening precisely at the same time each night. It's always come back after a reboot, and the timing and regularity of it doesn't suggest a hardware failure. So I wonder if Xfinity/Comcast (or potentially someone else) has been sending a reset signal to my device? I wouldn't mind if it were at a time of night I was less likely to be awake and using my connection.

Anyone else seen this or have any insight into it.

For what its worth, I'm using my own Arris SB 8200 gigabit modem along with my own router and wifi solutions. But this is definitely the modem resetting, as I see the indicator lights go through a normal bootup. I should look into the log files on the modem's interface I suppose.

Responses

XfinityChelseaB

Official Employee

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1.8K Messages

4 years ago

Hello @user_56b9c7! Thanks so much for taking a moment out of your day to leave a post on our community forum! I'm sorry to hear you're having issues with your service, but you have definitely come to the right place for assistance! Please check out this link below on troubleshooting steps you can take to resolve your concern! Please let me know if you are still having concerns after the troubleshooting! https://comca.st/3CxLKFk

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tbushart

Visitor

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3 Messages

@XfinityChelseaB

The night I was noticed the issue was recurring at the same time each day, I reset my modem several times in an effort to troubleshoot the issue. I am still seeing a system reset each night at approximately 9:30 PM CDT. I also re-registered my modem with Xfinity as it looked as if it might have had the wrong serial number (that turned out that it was actually the MAC address being used as a serial number, which makes sense for 3rd party modems). But going into my modem's event logs, this is what I'm seeing (I've replaced my modem's MAC address with 1f:1f:1f:1f:1f:1f ) for security/privacy purposes:

Date Time	Event ID	Event Level	Description
09/20/2021 20:35	67061600	6	"DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=1f:1f:1f:1f:1f:1f;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
09/20/2021 20:35	68001102	3	"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=1f:1f:1f:1f:1f:1f;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
09/20/2021 20:35	73040200	3	"TLV-11 - Illegal Set operation failed;CM-MAC=1f:1f:1f:1f:1f:1f;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 0:00	2436694066	6	"Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 0:00	84000100	3	"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=1f:1f:1f:1f:1f:1f;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
09/19/2021 20:35	68001102	3	"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=1f:1f:1f:1f:1f:1f;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
09/19/2021 20:35	73040200	3	"TLV-11 - Illegal Set operation failed;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 0:00	82000200	3	"No Ranging Response received - T3 time-out;CM-MAC=1f:1f:1f:1f:1f:1f;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 0:00	84000100	3	"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=1f:1f:1f:1f:1f:1f;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

(edited)

4 years ago

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XfinityChelseaB

Official Employee

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1.8K Messages

Hello @user_56b9c7! Thank you for getting back to me with that information, I appreciate it! Also, thank you for troubleshooting the concern on your end, so we don't have to go over that troubleshooting again! I would like to look into this more and make sure your modem information is correct in our system! If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you!

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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4 years ago

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tbushart

Visitor

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3 Messages

@XfinityChelseaB Thank you for your response, and I have sent the requested information, along with a link to this posting. Only change since this original post is that the time of day of the reset has moved to 13:35 rather than 21:35

4 years ago

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tbushart

Cable modem has started rebooting nightly at the same time.

XfinityChelseaB

tbushart

XfinityChelseaB

tbushart

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