5 Messages
Cable Modem Resets Multiple Times a Day
Since starting Internet service last month my cable modem resets multiple times a day. I've tried 2 different modems (Motorola MB8611 and now an Arris S33) with the same issue happening multiple times a day. Given I work exclusively from home I cannot have this be an everyday thing, multiple times a day. When this happens, all devices lose connection.
This issue also obviously affects my ability to use Xfinity Stream on my TV. Each NFL Sunday so far Xfinity stream has ceased to work as well for extended periods of time (whether that's the app itself or related to Internet bandwidth, speed, latency, etc. I don't know).
Accepted Solution
EG
Expert
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107K Messages
1 year ago
OK so even though the signal status values looked OK 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 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 (The Digital Care Team) who 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 check those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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EG
Expert
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107K Messages
1 year ago
What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1
Please 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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EG
Expert
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107K Messages
1 year ago
The signal status values at that snapshot in time were good. Are there any error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.
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Yerbie
New Poster
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4 Messages
10 months ago
I have pretty much the exact same problem, with very similar downstream/upstream power and SNR values, and with the same event log messages.
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EG
Expert
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107K Messages
10 months ago
@Yerbie
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 4-month-old dead thread is now being closed.
For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.
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