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Monday, September 18th, 2023 9:03 PM

Closed

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

Expert

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104.3K Messages

9 months 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 !

Expert

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104.3K Messages

9 months 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.

5 Messages

Here's everything I get when logged in:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 507000000 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
17 Locked QAM256 507000000 Hz 1 dBmV 40 dB 81 0
1 Locked QAM256 393000000 Hz 2 dBmV 41 dB 40 30
2 Locked QAM256 399000000 Hz 2 dBmV 41 dB 6 0
3 Locked QAM256 405000000 Hz 3 dBmV 41 dB 11 0
4 Locked QAM256 411000000 Hz 2 dBmV 41 dB 12 0
5 Locked QAM256 417000000 Hz 2 dBmV 41 dB 14 0
6 Locked QAM256 423000000 Hz 2 dBmV 41 dB 10 0
7 Locked QAM256 429000000 Hz 2 dBmV 41 dB 14 0
8 Locked QAM256 435000000 Hz 2 dBmV 41 dB 12 0
9 Locked QAM256 453000000 Hz 2 dBmV 41 dB 43 0
10 Locked QAM256 459000000 Hz 1 dBmV 40 dB 18 0
11 Locked QAM256 465000000 Hz 1 dBmV 40 dB 35 0
12 Locked QAM256 471000000 Hz 1 dBmV 40 dB 49 0
13 Locked QAM256 477000000 Hz 1 dBmV 40 dB 41 0
14 Locked QAM256 483000000 Hz 1 dBmV 40 dB 56 0
15 Locked QAM256 489000000 Hz 1 dBmV 40 dB 86 0
16 Locked QAM256 495000000 Hz 1 dBmV 40 dB 69 0
18 Locked QAM256 513000000 Hz 1 dBmV 40 dB 90 0
19 Locked QAM256 519000000 Hz 1 dBmV 40 dB 116 0
20 Locked QAM256 525000000 Hz 1 dBmV 39 dB 95 0
21 Locked QAM256 531000000 Hz 1 dBmV 39 dB 167 0
22 Locked QAM256 537000000 Hz 0 dBmV 39 dB 130 0
23 Locked QAM256 543000000 Hz 0 dBmV 39 dB 140 0
24 Locked QAM256 549000000 Hz 0 dBmV 39 dB 169 0
25 Locked QAM256 555000000 Hz 0 dBmV 39 dB 178 0
26 Locked QAM256 561000000 Hz 0 dBmV 39 dB 171 0
27 Locked QAM256 567000000 Hz 1 dBmV 39 dB 206 0
28 Locked QAM256 573000000 Hz 1 dBmV 39 dB 162 0
29 Locked QAM256 579000000 Hz 1 dBmV 39 dB 170 0
30 Locked QAM256 585000000 Hz 1 dBmV 39 dB 153 0
31 Locked QAM256 591000000 Hz 1 dBmV 39 dB 182 0
32 Locked QAM256 597000000 Hz 1 dBmV 39 dB 206 0
159 Locked OFDM PLC 678000000 Hz 3 dBmV 40 dB 63246703 0


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 35600000 Hz 6400000 42.5 dBmV
2 Locked SC-QAM 29200000 Hz 6400000 43.0 dBmV
3 Locked SC-QAM 22800000 Hz 6400000 43.0 dBmV
4 Locked SC-QAM 16400000 Hz 6400000 42.5 dBmV
5 Locked SC-QAM 40400000 Hz 3200000 43.0 dBmV


Current System Time:Mon Sep 18 16:25:01 2023

Expert

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104.3K Messages

9 months 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.

5 Messages

Below are the Event Log entries from today (didn't include the GUI login attempts):

18/9/2023 6 DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
15:23:24
18/9/2023 5 REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
15:23:29
18/9/2023 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
15:23:29
18/9/2023 5 Dynamic Range Window violation
15:23:29
18/9/2023 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
15:23:29
18/9/2023 5 Dynamic Range Window violation
15:23:29
18/9/2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
15:35:34
18/9/2023 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;
15:35:36

New Poster

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4 Messages

5 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.

Expert

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104.3K Messages

5 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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