daily restart of modem

I am in the 600MBps band and used to clock around 700Mbps at all times.

Once the recent work from home in MI started, the speed slows down to 6Mbps or even slower. I have to restart the modem to get back to decent speed. I have to do this multiple times a day.

Noting much has changed in terms of modem/router, #connected devices. Same number of devices as during the weekend when we all connect our laptops & phones.

Why is this happening & what is the remedy?

Responses

Shankarhokie

Contributor

•

58 Messages

5 years ago

Thanks for the follow up @ComcastChe

CCChe

Official Employee

•

6.9K Messages

5 years ago

Hi @Shankarhokie!

Sorry for the delay. Yes, I do have an update for you. Based on what I see, I've been communicating with your local techs to get this escalated since I cannot schedule a normal tech visit. I've just received the ok today, so I will be replying to your private message shortly. I have a few more things I need to verify before I can get this up to them. Chat with you soon.

Shankarhokie

Contributor

•

58 Messages

5 years ago

April 24th update.

Tech showed up promptly at 10 am. He maintained social distance and asked what issue I was having. I explained my having to restart the modem daily.

Tech mentioned that this is a bandwidth issue with everyone being online at the same time. He said that Comcast designs the network nodes and infrastructure for 50% average utilization and now it is more than 90% putting a strain on the bandwidth.

He said that there were several techs working in our neighborhood checking the cables because of complaints.

He cautioned me NOT to restart the modem during the latter part of the day since the modem may not be able to connect back.

He checked everything outside and did not find an issue. The signal strength, quality, channel powers were all within bounds.

He said that Comcast in investigating adding some more nodes in the area to reduce the number of homes using a single node.

I guess I will have to wait for Michigan to fully open up and all of us to start going back to work before this problem stops.

Until then, I'm going to do a restart early in the morning and hope for the best!

I will keep updating my daily findings.

CCChe

Official Employee

•

6.9K Messages

5 years ago

Thanks for the update @Shankarhokie!

Although he wasn't able to do anything to completely resolve the issue, it's a good thing that he was able to isolate any issues at your home or with your equipment and confirm that your local techs are aware and investigating. Please keep us updated. If things get too bad for you reach out in our private message and I'll see what I can do.

oneillsurf

Regular Visitor

•

1 Message

5 years ago

@ComcastChe @EG Please Help!

We are having the exact same issue and nobody is helping. After half a dozen chat sessions with support all they can do is tell us to reset the modem. Today, they flat out disconnected the chat when we asked for escalation. On the phone we were also promised someone was coming to check outside the house but never showed up.

Why keep paying for 900Mbps service when our average daily speeds are around 20 Mbps? Please have someone come check the service. We have top of the line equipement all with recomended settings and regular tests showing poor sertive across WiFi and Ethernet on multiple devices and times of day. Our device setup inside the house has not changed. This is almost unusable with so many reboots required. What is going on here?

Router: Netgear RAX200 AX12

Modem: Negear Genie CM1150V (V2.02.04 Firmware)

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	36	591000000 Hz	2.2 dBmV	41.2 dB	4	0
2	Locked	QAM256	8	411000000 Hz	2.7 dBmV	42.7 dB	0	0
3	Locked	QAM256	9	417000000 Hz	2.6 dBmV	42.6 dB	1	0
4	Locked	QAM256	10	423000000 Hz	2.6 dBmV	42.6 dB	0	0
5	Locked	QAM256	11	429000000 Hz	2.7 dBmV	42.5 dB	0	0
6	Locked	QAM256	12	435000000 Hz	2.7 dBmV	42.5 dB	0	0
7	Locked	QAM256	13	447000000 Hz	2.7 dBmV	42.4 dB	0	0
8	Locked	QAM256	14	453000000 Hz	2.7 dBmV	42.3 dB	0	0
9	Locked	QAM256	15	459000000 Hz	2.6 dBmV	42.2 dB	0	0
10	Locked	QAM256	16	465000000 Hz	2.7 dBmV	42.3 dB	0	0
11	Locked	QAM256	17	471000000 Hz	2.7 dBmV	42.2 dB	0	0
12	Locked	QAM256	18	477000000 Hz	2.8 dBmV	42.1 dB	1	0
13	Locked	QAM256	19	483000000 Hz	2.7 dBmV	42.1 dB	0	0
14	Locked	QAM256	20	489000000 Hz	2.7 dBmV	42 dB	1	0
15	Locked	QAM256	21	495000000 Hz	2.7 dBmV	41.9 dB	0	0
16	Locked	QAM256	22	507000000 Hz	2.7 dBmV	41.9 dB	0	0
17	Locked	QAM256	23	513000000 Hz	2.6 dBmV	41.8 dB	0	0
18	Locked	QAM256	24	519000000 Hz	2.6 dBmV	41.8 dB	1	0
19	Locked	QAM256	25	525000000 Hz	2.4 dBmV	41.6 dB	0	0
20	Locked	QAM256	26	531000000 Hz	2.3 dBmV	41.5 dB	1	0
21	Locked	QAM256	27	537000000 Hz	2.2 dBmV	41.4 dB	2	0
22	Locked	QAM256	28	543000000 Hz	2.3 dBmV	41.5 dB	3	0
23	Locked	QAM256	29	549000000 Hz	2.2 dBmV	41.5 dB	2	0
24	Locked	QAM256	30	555000000 Hz	2.2 dBmV	41.4 dB	4	0
25	Locked	QAM256	31	561000000 Hz	2.2 dBmV	41.4 dB	2	0
26	Locked	QAM256	32	567000000 Hz	1.9 dBmV	41.1 dB	2	0
27	Locked	QAM256	33	573000000 Hz	2 dBmV	41.1 dB	1	0
28	Locked	QAM256	34	579000000 Hz	1.9 dBmV	41.1 dB	3	0
29	Locked	QAM256	35	585000000 Hz	2 dBmV	41.1 dB	4	0
30	Locked	QAM256	37	597000000 Hz	2 dBmV	41.1 dB	2	0
31	Locked	QAM256	38	603000000 Hz	2.3 dBmV	41.3 dB	4	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	5120 Ksym/sec	17300000 Hz	50.8 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	23700000 Hz	50.8 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	30300000 Hz	50.3 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	36700000 Hz	50.3 dBmV
5	Locked	ATDMA	5	1280 Ksym/sec	41200000 Hz	50 dBmV
6	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV

Downstream OFDM Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0 ,1 ,2 ,3	48	688000000 Hz	2.6 dBmV	40.0 dB	1108 ~ 2987	44869030	32486288	0
2	Not Locked	0	0	0 Hz	0 dBmV	0.0 dB	0 ~ 4095	0	0	0

Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV

Time	Priority	Description
Wed Jul 01 13:53:41 2020	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 01 13:53:36 2020	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 01 06:24:41 2020	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 01 06:24:36 2020	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 30 23:05:07 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 30 23:05:03 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 22; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 30 23:05:02 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 23; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 30 22:39:07 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 30 22:38:38 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 30 06:11:17 2020	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 30 06:11:12 2020	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Mon Jun 29 08:25:18 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Mon Jun 29 08:24:52 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Mon Jun 29 08:00:50 2020	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Mon Jun 29 08:00:45 2020	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Mon Jun 29 06:39:12 2020	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Mon Jun 29 06:39:07 2020	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Mon Jun 29 06:25:57 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 28 23:35:39 2020	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 28 23:35:34 2020	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 28 23:27:58 2020	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 28 23:27:52 2020	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=28:80:88:d3:3f:e8;CMTS-MAC=00:01:5c:a8:ca:60;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6

Time	Text	EndpointName
2020-07-01 13:54:00	DHCP ERROR:OFFER;REQUESTING;Option 122.3 contains invalid FQDN	0.0.0.0

KG73051

New Poster

•

1 Message

5 years ago

Hi - I have been having this SAME ISSUE for WEEKS! We have to manually restart one to five times/day. Please help! @ComcastChe

Shankarhokie

Contributor

•

58 Messages

5 years ago

@ComcastChe : The problem returned the next day and I have to do the restart daily.

jbjh

New Poster

•

1 Message

5 years ago

I have the exact same problem in Santa Cruz, CA. A few months ago upgraded to Arris SB8200, we the 600 Mbps service plan (upgraded from 300 Mbps). Unfortuantely, a service tech that came a few weeks ago informed me that 400 Mbps (300 realized) is the most we can expect in our area until they install fiberoptic. The 'upgrade' only cost a few tens of dollars more per more so I'm loath to downgrade, hoping for the best bandwidth possible despite the local infrastructure limitation.

Typically I see a max of ~180 Mbps download speeds on my mid-2011 MacBook Air, up to 300 Mbps on my two year old iphone 10 and up to ~280 Mbps on my 2019 MacBook Pro laptop. Starting a few weeks ago, I find I have to reset my modem EVERY MORNING or sometimes more often, otherwise speeds go down to 2-5 Mbps. As others on this thread have noted this is VERY frustrating and has me wondering why I don't just switch to AT&T. If Xfinity doesn't get it together soon, I probably will switch. We have 4-5 people in our household attempting to work and attend school remotely. These resets seriously compromise our ability to make a living and educate our children. Considering the amount of money we (the greater community) are collectively paying Xfinity, they need to fix this ASAP.

ksatterwhite

Visitor

•

4 Messages

4 years ago

Similar issue in League City, Texas. I have to restart my modem often. Neighbors have the same issue. At least one gave up and switched providers.

Mine went out just before 1 am today and hasn’t returned. I’m out of town, so I can’t restart the modem.

I’m about to do the same as my neighbor and switch providers.

EG

Expert

•

110.4K Messages

@ksatterwhite

Please create a new topic of your own here on this board detailing your issue (copy your post and paste it there). Thanks. Re-closing this year old dead thread that was improperly re-opened by the new forum software / platform. A known issue that is being worked on.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

4 years ago

Your Home Network

Shankarhokie

daily restart of modem

Shankarhokie

CCChe

Shankarhokie

CCChe

oneillsurf

KG73051

Shankarhokie

jbjh

ksatterwhite

EG

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