U

Visitor

 • 

2 Messages

Wednesday, June 22nd, 2022 5:17 PM

Closed

Connection drops daily (or more) with new Arris S33 install

My old standby Surfboard 6120 never dropped signal, but now with the approved modem, I lose connection once or more each day and have to go to the web ui for the internet to come back up.

Logs/info below.

Thanks for the assistance!

==========================================================================================================================================

The table below contains the log of events that the S33 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Date Time

Event Level

Description

12/6/2022
11:57:59

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

12/6/2022
11:58:14

3

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:16

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
17:00:24

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:25

3

CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.

31/12/1969
17:00:29

3

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:42

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
17:00:42

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
17:00:42

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

13/6/2022
14:31:21

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:15

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
17:00:20

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:21

3

CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.

31/12/1969
17:00:36

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
17:00:36

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
17:00:36

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

31/12/1969
17:00:16

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
17:00:20

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:21

3

CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.

31/12/1969
17:00:24

3

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
17:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
17:00:38

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

13/6/2022
15:07:10

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/13 at 3:07 PM.

13/6/2022
15:31:26

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/13 at 3:31 PM.

31/12/1969
17:00:16

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
17:00:19

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:20

3

CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.

31/12/1969
17:00:29

3

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:49

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
17:00:49

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
17:00:49

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

13/6/2022
17:47:35

3

Failed LAN WebGUI login attempt from aa.bb.cc.ff on 22/06/13 at 5:47 PM.

13/6/2022
17:47:43

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/13 at 5:47 PM.

13/6/2022
18:06:13

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/13 at 6:06 PM.

13/6/2022
18:17:15

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/13 at 6:17 PM.

31/12/1969
17:00:16

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
17:00:19

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:21

3

CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.

31/12/1969
17:00:25

3

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:40

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
17:00:40

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
17:00:40

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

31/12/1969
17:00:16

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
17:00:19

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:20

3

CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.

31/12/1969
17:00:34

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
17:00:34

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
17:00:34

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

14/6/2022
10:00:27

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/14 at 10:00 AM.

14/6/2022
10:27:04

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/14 at 10:27 AM.

31/12/1969
17:00:16

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
17:00:19

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:20

3

CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.

31/12/1969
17:00:24

3

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:37

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
17:00:37

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
17:00:37

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

14/6/2022
11:58:57

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/14 at 11:58 AM.

14/6/2022
19:53:13

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/14 at 7:53 PM.

31/12/1969
17:00:16

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
17:00:19

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:20

3

CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.

31/12/1969
17:00:23

3

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:36

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
17:00:36

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
17:00:36

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

18/6/2022
07:21:49

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

18/6/2022
07:22:10

3

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

18/6/2022
07:24:14

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

18/6/2022
07:24:20

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

18/6/2022
07:25:33

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

18/6/2022
07:26:29

3

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

18/6/2022
07:26:40

3

CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.

18/6/2022
07:26:57

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

18/6/2022
07:26:57

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

18/6/2022
07:26:57

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

18/6/2022
07:27:09

3

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:16

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
17:00:19

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:22

3

CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.

31/12/1969
17:00:26

3

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:39

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
17:00:39

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
17:00:39

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

21/6/2022
14:07:28

3

Failed LAN WebGUI login attempt from aa.bb.cc.ff on 22/06/21 at 2:07 PM.

21/6/2022
14:07:40

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/21 at 2:07 PM.

21/6/2022
15:08:27

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/21 at 3:08 PM.

21/6/2022
15:23:03

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/21 at 3:23 PM.

21/6/2022
15:24:21

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/21 at 3:24 PM.

31/12/1969
17:00:16

3

CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.

31/12/1969
17:00:19

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:21

3

CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.

31/12/1969
17:00:25

3

No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

31/12/1969
17:00:28

6

Honoring MDD; IP provisioning mode = IPv6

31/12/1969
17:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
17:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
17:00:38

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

22/6/2022
09:05:11

6

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=YY:YY:YY:YY:YY:YY:YY;CM-QOS=1.1;CM-VER=3.1;

22/6/2022
09:34:41

3

Successful LAN WebGUI login from aa.bb.cc.ff on 22/06/22 at 9:34 AM.

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

495000000 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

20

Locked

QAM256

495000000 Hz

3 dBmV

41 dB

0

0

17

Locked

QAM256

477000000 Hz

4 dBmV

43 dB

0

0

18

Locked

QAM256

483000000 Hz

4 dBmV

42 dB

0

0

19

Locked

QAM256

489000000 Hz

3 dBmV

42 dB

0

0

21

Locked

QAM256

507000000 Hz

4 dBmV

43 dB

0

0

22

Locked

QAM256

513000000 Hz

4 dBmV

42 dB

0

0

23

Locked

QAM256

519000000 Hz

4 dBmV

42 dB

0

0

24

Locked

QAM256

525000000 Hz

4 dBmV

42 dB

0

0

25

Locked

QAM256

531000000 Hz

4 dBmV

43 dB

0

0

26

Locked

QAM256

537000000 Hz

4 dBmV

43 dB

0

0

27

Locked

QAM256

543000000 Hz

4 dBmV

43 dB

0

0

28

Locked

QAM256

549000000 Hz

3 dBmV

42 dB

0

0

29

Locked

QAM256

555000000 Hz

4 dBmV

42 dB

0

0

30

Locked

QAM256

561000000 Hz

3 dBmV

42 dB

0

0

31

Locked

QAM256

567000000 Hz

3 dBmV

42 dB

0

0

32

Locked

QAM256

573000000 Hz

3 dBmV

42 dB

0

0

33

Locked

QAM256

579000000 Hz

3 dBmV

42 dB

0

0

34

Locked

QAM256

585000000 Hz

3 dBmV

42 dB

0

0

35

Locked

QAM256

591000000 Hz

3 dBmV

42 dB

0

0

36

Locked

QAM256

597000000 Hz

3 dBmV

42 dB

0

0

37

Locked

QAM256

603000000 Hz

2 dBmV

42 dB

0

0

38

Locked

QAM256

609000000 Hz

3 dBmV

42 dB

0

0

39

Locked

QAM256

615000000 Hz

3 dBmV

42 dB

0

0

40

Locked

QAM256

621000000 Hz

3 dBmV

42 dB

0

0

41

Locked

QAM256

627000000 Hz

3 dBmV

42 dB

0

0

42

Locked

QAM256

633000000 Hz

3 dBmV

42 dB

0

0

43

Locked

QAM256

639000000 Hz

2 dBmV

42 dB

0

0

44

Locked

QAM256

645000000 Hz

3 dBmV

42 dB

0

0

45

Locked

QAM256

651000000 Hz

3 dBmV

42 dB

0

0

46

Locked

QAM256

657000000 Hz

3 dBmV

42 dB

0

0

47

Locked

QAM256

663000000 Hz

3 dBmV

42 dB

0

0

48

Locked

OFDM PLC

722000000 Hz

3 dBmV

42 dB

48167293

0

 

Upstream Bonded Channels

Channel ID

Lock Status

US Channel Type

Frequency

Width

Power

1

Locked

SC-QAM

10400000 Hz

3200000

44.3 dBmV

2

Locked

SC-QAM

16400000 Hz

6400000

45.3 dBmV

3

Locked

SC-QAM

22800000 Hz

6400000

46.0 dBmV

4

Locked

SC-QAM

29200000 Hz

6400000

46.5 dBmV

5

Locked

SC-QAM

35600000 Hz

6400000

46.3 dBmV

6

Locked

SC-QAM

40400000 Hz

3200000

48.3 dBmV

 

Current System Time:Wed Jun 22 09:45:45 2022

Information

Standard Specification Compliant

DOCSIS 3.1

Hardware Version

V1.0

Software Version

TB01.03.001.10_012022_212.S3

Cable Modem MAC Address

XX:XX:XX:XX:XX:XX

Serial Number

1XXXXXXXXXXXXX3

 

Status

Up Time

0 days 00h:41m:45s

 

 

EG

Expert

 • 

97.5K Messages

7 months ago

Please redact the remaining CMTS MAC addresses in some of your error log entries. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".

EG

Expert

 • 

97.5K Messages

7 months ago

O/k so even though the signal stats looked o/k 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 that 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 poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

Official Employee

 • 

492 Messages

7 months ago

Hello, @user_e0843e We really appreciate you participating in our Xfinity Community Forum and posting your concerns. I apologize that you have been experiencing disconnections through out the day. Our team is here to help. Please send us a DM with your full name and address to get started.

 

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon or https://comca.st/3A1Rn0J

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

 - An "Xfinity Support" graphic replaces the "To:" line.

 Type your message in the text area near the bottom of the window

   Press Enter to send it

(Credit to @BruceW)

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